ITILEssentials

Easy to say, but a lot harder to actually achieve. The Critical part of this is that the IT organizations need to recognize is that it is no longer satisfactory to manage technology. These organizations must change their attitude so their primary focus is on the management of services. To some, this statement may seem simplistic; the implications affect the very foundation of how IT service organizations operate.

All the service delivery and support processes, from the Service desk to Service Level Management, inter-relate to provide a seamless flow of information that helps ensure ongoing service quality. ITIL does define the objectives and activities, and the input and output of each process. What it does not do is provide a specific description of how these activities should be implemented, because this will be different in every organization! ITIL is not a methodology it is a framework provided out of best practice. So let’s try different approaches to understand ITIL Essentials.

1. ITIL Essentials Course Description: ITIL Essentials provides a complete overview of All 11 ITIL components, including goals, key terms, responsibilities, and keys to success. It prepares students to pass the ITIL Foundation exam and helps students leverage ITIL concepts and practices in their daily work.

Intended Audience for ITIL Essentials: The intended audience for ITIL Essentials is IT professionals responsible for developing, supporting, and operating application-based IT services (e.g., messaging) and infrastructure-based IT services (e.g., network services).

Examination for ITIL Essentials: ITIL Essentials includes the exam leading to the ITIL Foundation Certificate (the Foundation Certificate in IT Service Management), a 40 question multiple-choice exam.

Module 1: Introduction

Introduction to ITIL; Overview of essential ITIL concepts

Module 2: Service Desk, Incident Management, Problem Management

Service Desk function (goal, definitions/distinctions, key aspects); Incident Management (goal, definitions/distinctions, key aspects); Problem Management (goal, definitions/distinctions, key aspects)

Module 3: Change Management, Configuration Management, Release Management

Change Management (goal, definitions/distinctions, key aspects); Configuration Management (goal, definitions/distinctions, key aspects); Release Management (goal, definitions/distinctions, key aspects)

Module 4: Service Level Management, Availability Management, Financial Management

Service Level Management (goal, definitions/distinctions, key aspects); Availability Management (goal, definitions/distinctions, key aspects); Financial Management (goal, definitions/distinctions, key aspects)

Module 5: Capacity Management, IT Service Continuity Management

Capacity Management (goal, definitions/distinctions, key aspects); IT Service Continuity Management (goal, definitions/distinctions, key aspects)

 Module 6: Certification Exam and Application Workshop

ITIL Foundation exam revision and test taking tips; ITIL Foundation exam; Mitigating Risk, Assuring Success; Student Objectives for Applying ITIL; Implementing ITIL: an Organizational Approach; Managing Organizational Change

Module 7: Summary

Review key learning points; Final discussion and clarification

2. Foundation Certificate in Management (including ITIL Essentials)—Course overview: This course introduces the concepts of IT Service Management (ITSM) and teaches you how to apply the HP ITSM Reference Model, which is based on the industry standard IT Infrastructure Library (ITIL) model. The course discusses a set of processes involved in developing an IT framework. You gain the knowledge required to take the Foundation Certificate in IT Service Management. The 3-day course is 75 percent lecture and 25 percent hands-on.

Audience: IT professionals, system and network administrators, and managers and executives who are responsible for the delivery of IT services in an organization

Benefits to you:

• Identify fundamental processes involved in IT service management and how to integrate them into your business’s IT services model.
• Learn to move the reactive relationship between IT and users to a proactive relationship.

Pre-requisites: Experience managing an IT department in an enterprise computing environment.

Course objectives: At the end of this course you will have learned how to:

• Gain a fundamental understanding of service delivery and service support processes.
• Gain the knowledge necessary to prepare for the “Foundation Certificate in IT Service Management”

3. ITIL Essentials (Foundation Level): The ITIL Service Management Essentials (Foundation Level) is a certification course based on the IT Infrastructure Library.  This course provides a comprehensive insight into the 11 most important IT Service Support and Delivery processes and the Service Desk function.  The focus is on an integrated approach to IT Service Management through cross-departmental processes and implementation of effective communication channels. Attendees learn a common vocabulary and a shared understanding IT Service Management best practice. The ITIL Simulation provides additional knowledge and experience in the management issues of running an IT organization and the implementation of ITIL.

Lastly, let’s try to figure out what is ITIL and need to understand ITIL Essentials? I’ll give you a fraction more insight – Question to Customer, “Why do you want an email service?’. You are probably thinking well, we already ask that. My Why is a lot different, you see my why (which I state clearly to the Customer) is focused on truly understanding the strategic and tactical business needs and processes that the Customer is focused on which led them to ask for email. Now finally if I do truly understand the business view I am then far more likely to be able to provide the technical solution which meets that requirement.