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PT7711
Summary
Based on ITIL® v3/2011, this workshop will introduce Service Asset and Configuration Management process and its importance to the success of ITSM program in an organization. Also, it will discuss:
- The process activities
- The tools and technology that should support the process and the considerations that should be taken when choosing such tools
- How to manage the process, verify the integrity of the information and improve the process maturity over time.
Prerequisites
Before taking this course, it is recommended that students have the ITIL 2011 Foundation certificate.
*ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.
Duration
2 Days/Lecture & Lab
Audience
IT professionals interested in understanding the content and concepts of the new ITIL®, as well as understand the differences with previous versions of ITIL®:
- Senior technical and operational staff
- IT professionals and consultants
- IT customers
- SACM process Owner
- SAMC process Managers
- Configuration Management system Analysts
- Configuration Management system tool administrators
- Business Analysts, IT Process Designers, Data Architect
- Change Managers
- IT Consultants, IT Project Managers
Topics
The program will Introduce ITSM at high level; also it will provide you with the knowledge and first steps to:
- Ensure business buy-in and commitment
- The importance of Governance, risk management for ITSM and all its processes
- Define and create a SACM process
- Define and create a CMDB plan
- Understand the CSFs, KPIs, Metrics associated with the CMS/CMDB
- Understanding the relationships between SACM, CMS, CMDB and other ITSM processes, especially ::Change Management process
- Impact of change and change resistance
- Linkage and integration with different supporting tools
- The roles and responsibilities associated with the process from defining to managing and improving (Owner, Managers, coordinators, librarians, tools administrators, etc…)
- Defining and designing CMDB related data model
- Defining, designing and deploying CMS/CMDB
- Technology and deployment considerations
- Defining and building a project plan for creating a CMDB