ITIL V3 Certification Class

ITIL stands for Information Technology Infrastructure Library.ITIL is a set of best practice processes for delivering IT services to your organization’s customers. ITIL has its foundations in the IT world, but its principles can easily be used outside of it, within Facilities or HR departments, for instance.You can maximize value to the business by aligning your organization’s processes and services with your business needs. Applying ITIL offers multiple advantages by: Giving input for process improvements and helping to solve service delivery issues. Stimulating process-based thinking and working, while making the effects of doing this visible. Introducing a general terminology used by service providers and customers, so that everyone is always on the same page

Get results using best practices for delivering IT services to your clients.  You’ll learn how to scope projects effectively, improve time budgeting and resource allocation, and improve IT services within budget.

This 72 hour accelerated class is taught using face to face modality or hybrid modality. Class includes 72 hours of contact studies, labs, reading assignments and final exam - passing the final exam is a requirement for graduation.

Who Should Attend: System administrators, security administrators, Security auditors. Unix box owners. Anyone who has a vested interest in managing their projects.  This course targets system or network administrators and security admins/auditors with an understanding of Unix commands and basic operating system functions. While others are welcome, complete lack of familiarity is too great a burden to overcome in a three day class.

KU Outcomes:

• Students will be able to describe best practice processes for delivering IT services to your organization’s customer.
• Students will be able to apply a framework in your organization.

Learning Objectives: 72hrs Lecture
Students will gain a general understanding of how to manage lifecycle Technical frameworks.

Lesson 1 20hrs ITIL V3 – the five lifecycle stages
ITIL V3 was introduced in 2011. In this latest iteration, the framework consists of five lifecycle stages. These stages are split up into multiple processes relying on service principles, processes, roles and performance measures.
The five lifecycle stages are:
Service Strategy: focuses on defining your organization’s strategy to serve customers, and how to maintain and implement that strategy. The goal of this lifecycle stage is to make your organization think and act in a strategic manner.
Service Design: focuses on converting the Service Strategy into reality, by designing and developing new service offerings, or improving your organization’s existing offerings.
Service Transition: focuses on bringing together all assets within a service and ensuring these are integrated and tested. Also focuses on the quality of a new or changed service before it becomes operational.
Service Operation: focuses on ensuring that there are robust best practices that support responsive services. For instance, Incident Management and your organization’s service desk are part of this stage.
Continual Service Improvement: focuses on improving the effectiveness and efficiency of your organization’s IT processes and services. Basically, this lifecycle stage continuously improves the other four stages
Problem Management: can ITIL fix the problem?

Lesson II 22hrs Six guidelines for successfully implementing ITIL
TOPdesk believes that you should apply the parts of ITIL that help your organization offer better services.
Keep the following six guidelines in mind when applying the framework in your organization:
Realize ITIL is a theory, not a goal in itself. It is a theoretical framework, not a best practice. It’s a means to an end.
Start from your daily practice. Use a concrete problem when applying the stages and processes. Don’t start from the theories themselves.    Give your employees the knowledge they need. Because ITIL V3 is much more comprehensive than V2, it’s no longer worth sending your organization’s employees to a complete Foundation training.
Dare to choose. Which processes do you need and, more importantly, in which order do you want to use them?
Don’t overestimate your organization’s maturity. In some organizations, basic call or change management workflows can still be improved. It’s better to focus on that, instead of implementing ITIL as soon as possible.
Low priorities don’t mean a process isn’t important. Some processes, such as setting up a Service Catalogue, aren’t prioritized highly in the Service Design lifecycle phase. This doesn’t mean a Service Catalogue isn’t important.

Lesson III 20 hrs What is ITSM?
What is ITIL?
What is Shift Left?
What is Incident Management?
What is IT Asset Management?
What is IT Change Management?
What is Workforce Enablement?
What is Agile Service Management?
What is Knowledge Management?
Best practices for your IT Service Management department
Agile Project Management Approaches In traditional project management, we tend to make assumptions: the customer knows precisely what they want, or the team's workflow and tasks will go according to plan and in sequence. Practically speaking, this is rarely the case. Sometimes the customer doesn't know what they need until they see an early iteration of your team's work and can provide feedback. Because of this, work is usually done incrementally. We must build flexibility, even agility, into the model in order to succeed.This course is designed for project managers who want to get better practical results with adaptive approaches to projects. Students in this course will be most successful if they have a foundational understanding of traditional project management tools and processes including project networks, budgets and schedules.

Grades - All students must ordinarily take all quizzes, labs, final exam and submit the class practical in order to be eligible for a Q/ISP, Q/IAP, Q/SSE, or Q/WP credential unless granted an exception in writing by the President. Books - No books are required for this course. However, you may want to supplement your preparation for or review of some lectures with self-assigned readings relevant to those lectures' content from either of the books below.