Setting Up Core Itil Services - A Practical Guide

A realistic approach to setting up your own ITIL asset management, Service Desk, and Capacity & Availability services

What you'll learn

Understand the steps for setting up specific ITIL services

Importance of Policy and how different services have different policy considerations

The practical things you will need to consider when setting up a new service

Understand the importance of both technical AND business stakeholders on your development

Requirements

Some basic IT knowledge

Description

ITIL services are critical if you want a meaningful way to manage your service offering to your customers.  The service desk, if set up right, will be your primary contact with your customers giving that positive user experience, Asset Management will ensure that your company spends its money in the right places and ensures you know where your assets are, and capacity and availability will ensure your service is accountable and gives the best performance available to your users.On this course we focus on how to set up Hardware Asset Management, Capacity and Availability management services.What makes this course different from the rest? The focus is on application of setting up rather than theory that is within ITIL. ITIL is referenced and there are some reflections throughout the course on it, but the key theme is logistics of setting up the respective services. Each ITIL area will be discussed thinking about terminologies you need to understand, policy and process considerations, logistics you will need to consider for each of the process elements, what ITIL says about the area, and much more. The course comes with examples of policy templates and process mapping examples to help you start off in the right foot. I hope you enjoy the course , and if you have any questions, please just message me and I will respond as quickly as possible!

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Setting up Hardware Asset Management

Lecture 2 Knowing your HAM terminology - basics

Lecture 3 Doing your research before design

Lecture 4 Understanding the scope of your sevice

Lecture 5 Understand the logistics of the services you are going to provide

Lecture 6 Designing your policy

Lecture 7 Designing your processes

Lecture 8 Joiner Mover Leaver considerations

Lecture 9 Thinking about the long term strategy

Lecture 10 Thinking about reporting…

Lecture 11 Auditing your assets

Lecture 12 Thinking about automation

Lecture 13 ITIL and asset management

Section 3: Setting up Capacity and Availability Services

Lecture 14 Logistics considerations

Lecture 15 Policy development for capacity and availability

Lecture 16 Reporting considerations

Lecture 17 Understanding your scope

Lecture 18 ITIL and capacity and availability

Lecture 19 Request management considerations

Section 4: Setting up Service Desk

Lecture 20 Understanding the terminologies

Lecture 21 Managing performance within your team

Lecture 22 Scoping out requirements

Lecture 23 BAU activity and shift left strategy

Lecture 24 ITIL and service desk

Contractors setting up new services,New start up businesses considering their own ITIL services,Those interested in ITIL application