Patrick Von Schlag - Patrick has worked in the Information Technology field for over 25 years and brings his extensive expertise to our courses. He has helped establish IT service management programs for a variety of organizations including pharmaceutical, energy, and software companies. Patrick was a part of one of the original service management teams in the United States. He has been a member of several CompTIA boards and is a member of the ITSM forum.
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Course Introduction
Course Introduction
Chapter 01 - Introduction to ITSM
Introduction to ITSM
IT's Total Cost of Ownership (TCO)
ITSM's Value to the Business
IT Service Management (ITSM)
Critical Success Factors (CSF)
Need to Know ITSM Concepts
IT Service Provider Model
IT Service Provider Domain Map
IT Governance
IT Service Lifecycle Management
IT Resource Management
IT Quality Management
IT Security Management
IT Service Provider Capability Model
The Service Provider Model Deployed
Good Practice
Service
Function-Process-Role
Chapter 1 Review
Chapter 02 - Introduction to ITIL Version 3
Introduction to ITIL Version 3
ITIL History
ITIL Description
ITIL v3 Service Lifecycle
ITIL v3 Service Lifecycle Management Processes
Managing Services with ITIL
Chapter 2 Review
Chapter 03 - Service Strategy
Service Strategy
The Service Lifecycle
Service Strategy Objective
Service Strategy Processes
Service Stategy - Principles
Value Creation
Utitlity & Warranty
Service Assets
Service Provider Types
Service Portfolio
Service Portfolio Management
Chapter 3 Review
Chapter 04 - Service Design
Service Design
The Service Lifecycle
ITSM Service Design Objective
Service Design Processes
Service Design Principles
Service Portfolio Design
Technology Design
Process Design
Measurement Design
Service Provider Models
Chapter 4 Review
Chapter 05 - Service Transition
Service Transition
The Service Lifecycle
Service Transition Objective
Service Transition Processes
Service Transition Goals
Service Transition Value to the Business
Chapter 5 Review
Chapter 06 - Service Operation
Service Operation
The Service Lifecycle
Service Operation Objective
Service Operation Processes
Service Operation Technology Domains
Service Operation Management Domains
Service Operation Goals
Service Operation Principles
Service Operation Value to the Business
Chapter 6 Review
Chapter 07 - Continual Service Improvement
Continual Service Improvement
The Service Lifecycle
CSI Objective
CSI Model
CSI Goal
The Principles of CSI
CSI Benchmarks
Ownership
Drivers
Service Level Management
Continual Improvement
Service Measuring & Reporting Frameworks
Chapter 7 Review
Course Closure
Course Closure
