Here is a revised 16-hour program with mock tests and case studies:
Session 1 (1 hour): Introduction to IT Service Management and ITIL
- Overview of IT Service Management
- Explanation of what ITIL is and why it's important
- Overview of the ITIL framework and its evolution
- Mock Test: 10 multiple choice questions
Session 2 (1 hour): Key concepts and principles of ITIL
- Overview of the key concepts and principles of ITIL
- Explanation of the five stages of the ITIL Service Value System (SVS)
- Overview of the ITIL service management practices
- Mock Test: 10 multiple choice questions
Session 3 (1 hour): ITIL Service Management Processes
- Explanation of the ITIL service management processes
- Overview of the ITIL service management practices and how they support the SVS
- Discussion of the integration of ITIL with other frameworks and methodologies, such as Agile, DevOps, and Lean
- Case Study: Real-life scenario of ITIL implementation in an organization
Session 4 (1 hour): Continual Service Improvement
- Explanation of the importance of Continual Service Improvement
- Overview of the Continual Service Improvement methodologies and techniques
- Discussion of the role of culture, leadership, and stakeholder engagement in IT service management and Continual Service Improvement
- Mock Test: 10 multiple choice questions
Session 1 (1 hour): ITIL Service Management Processes (part 1)
- Explanation of specific ITIL service management processes, such as Service Strategy, Service Design, and Service Transition
- Overview of the activities, inputs, outputs, and challenges of each process
- Discussion of best practices for implementing and maintaining the processes
- Mock Test: 10 multiple choice questions
Session 2 (1 hour): ITIL Service Management Processes (part 2)
- Explanation of specific ITIL service management processes, such as Service Operation, Continual Service Improvement, and Service Desk
- Overview of the activities, inputs, outputs, and challenges of each process
- Discussion of best practices for implementing and maintaining the processes
- Mock Test: 10 multiple choice questions
Session 3 (2 hours): ITIL Service Management Tools and Technologies
- Overview of the various tools and technologies used in ITIL service management
- Discussion of how these tools and technologies can support the ITIL processes
- Explanation of the different types of tools, such as IT service management software, ITIL process templates, and ITIL performance metrics
- Case Study: Real-life scenario of ITIL tool implementation in an organization
Session 4 (1 hour): ITIL Service Management Organizational Structure and Roles
- Explanation of the organizational structure of IT service management and the roles and responsibilities of IT service management personnel
- Overview of the different types of IT service management roles, such as Service Owner, Service Manager, and Service Desk Manager
- Discussion of the importance of alignment between IT service management and business goals and objectives
- Mock Test: 10 multiple choice questions
Session 1 (2 hours): ITIL Service Management Implementation Methodology
- Explanation of the ITIL implementation methodology and the key considerations and steps involved
- Overview of the different types of ITIL implementation approaches, such as phased, parallel, and big bang
- Discussion of the benefits and risks of each approach and how to choose the right one for your organization
- Case Study: Real-life scenario of ITIL implementation methodology selection and execution in an organization
Session 2 (1 hour): ITIL Service Management Governance
- Explanation of the role of governance in ITIL service management
- Overview of the different types of ITIL governance activities, such as policy creation, process management, and performance measurement
- Discussion of the importance of alignment between IT service management and business governance
- Mock Test: 10 multiple choice questions
Session 3 (1 hour): ITIL Service Management Metrics and KPIs
- Explanation of the role of metrics and KPIs in ITIL service management
- Overview of the different types of ITIL metrics and KPIs, such as availability, reliability, and service level metrics
- Discussion of the importance of metrics and KPIs in measuring IT service management performance and continuous improvement
- Mock Test: 10 multiple choice questions
Session 1 (2 hours): ITIL Service Management Case Study
- A comprehensive real-life case study of ITIL service management in an organization, covering all aspects of the ITIL framework
- Analysis of the key challenges faced by the organization and how they were addressed
- Discussion of best practices for ITIL service management and continuous improvement
Session 2 (1 hour): ITIL Service Management Exam Preparation
- Preparation for the ITIL Foundation certification exam, including a review of key concepts, principles, and practices
- Explanation of the exam format, including the types of questions and time allocation
- Discussion of the best strategies for success in the exam
- Mock Test: 40 multiple choice questions
Session 3 (1 hour): Exam and Course Feedback
- The ITIL Foundation certification exam
- Feedback and discussion on the course content and exam preparation
- Opportunity for participants to share their own experiences and insights on ITIL service management
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This program provides a comprehensive coverage of the key concepts and principles of ITIL Foundation and includes the opportunity to practice what you have learned through mock tests and real-life case studies.
