Professional Documents
Culture Documents
McKinley Simulation
The workshop includes a multi-round instructor-led operational simulation that brings key ITIL concepts to life, so that students understand how their proper application can bring stability and predictability to IT Service delivery.
Target Audience
IT managers and/or directors charged with reducing costs and improving availability. IT professionals who seek to improve the operation of their systems. IT service delivery managers responsible to the business for the performance of a solution or system
Syllabus
IT Service Management Overview:
What is an IT Service? IT Service Management (ITSM) as a strategic capability Best Practices, Frameworks and Standards as ITSM guidance
Service Transition
Service Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management
Service Design
Service Catalogue Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management
Service Strategy
Strategy Generation Service Portfolio Management Financial Management Demand Management