Silabus/ Syllabuss Training ITIL
ITIL Foundation V.3
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| Deskripsi | : | ITIL atau Information Technology Infrastructure Library adalah suatu rangkaian konsep dan teknik pengelolaan infrastruktur, pengembangan, serta operasi teknologi informasi (TI). ITIL diterbitkan dalam suatu rangkaian buku yang masing-masing membahas suatu topik pengelolaan TI. Nama ITIL dan IT Infrastructure Library merupakan merek dagang terdaftar dari Office of Government Commerce (OGC) Britania Raya. ITIL memberikan deskripsi detail tentang beberapa praktik TI penting dengan daftar cek, tugas, serta prosedur yang menyeluruh yang dapat disesuaikan dengan segala jenis organisasi TI.
Walaupun dikembangkan sejak dasawarsa 1980-an, penggunaan ITIL baru meluas pada pertengahan 1990-an dengan spesifikasi versi keduanya (ITIL v2) yang paling dikenal dengan dua set bukunya yang berhubungan dengan ITSM (IT Service Management), yaitu Service Delivery (Antar Layanan) dan Service Support (Dukungan Layanan).
Pada 30 Juni 2007, OGC menerbitkan versi ketiga ITIL (ITIL v3) yang intinya terdiri dari lima bagian dan lebih menekankan pada pengelolaan siklus hidup layanan yang disediakan oleh teknologi informasi. Dan kini telah diterbitkan juga ITIL v3 Foundation 2011 dengan ada beberapa perbaikan pada diagram dan konsep sekalipun masih bersifat sama dalam hal pemahaman. Kelima bagian tersebut adalah:
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
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| Tujuan Training | : | Peserta mampu memahami konsep dari pengelolaan IT berbasis layanan (IT Service Management) berdasarkan framework IT Infrastructure Library (ITIL) versi 3. Beserta tambahan skenario studi kasusnya dan implementasi menggunakan ITSM software simulation
Peserta dapat melakukan analisis studi kasus ITIL dalam organisasi / perusahaannya baik secara team work atau perorangan
Peserta mengerti tahapan serta metodologi dalam mengimplementasikan konsep ITIL pada suatu organisasi / perusahaan berdasarkan prinsip dan model continual improvement yang terdapat dalam pelatihan |
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| Target Peserta | : | - IT Manager - IT Drector - IT Infrastructure Staff - Direksi |
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| Prasyarat | : | - Telah memahami kebutuhan IT Infrastruktur dalam perusahaan - Memiliki basic skill atau pengetahuan di bidang IT. |
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| Materi Training | : |
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| Ø Day 1 |
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Introduction
The Four Perspectives (Attributes) of ITSM
Benefits of ITSM
Business and IT Alignment
What is ITIL®? V.3 vs 2011
Common Terminology
What are Services?
Processes & Functions
Defining Processes
Defining Functions
Connecting Processes and Functions
The Service Lifecycle
Mapping the Concepts of ITIL® to the Service Lifecycle
How does the Service Lifecycle work?
Service Strategy
Major Concepts
Creating Service Value
Service Packages and Service Level Packages
Service Strategy Processes
Service Portfolio Management
Financial Management
Demand Management
Service Strategy Summary
Interfaces with the Service Design Phase
Interfaces with the Service Transition Phase
Interfaces with the Service Operation Phase
Interfaces with the Continual Service Improvement Phase
Service Strategy Service Scenario
Overall Service Strategy
Service Portfolio Management Considerations
Financial Management Considerations
Demand Management Considerations
Ø Day 2
Service Design
Major Concepts
Five Major Aspects of Service Design
Service Design Packages
Service Design Processes
Service Level Management
Supplier Management
Service Catalogue Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Service Design Scenario
Service Level Management Considerations
Capacity Management Considerations
Availability Management Considerations
Information Security Management Considerations
Service Catalogue Management Considerations
ITSCM Considerations
Supplier Management Considerations
Service Transition
Service Transition Processes
Knowledge Management
Service Asset and Configuration Management
Change Management
Release and Deployment Management
Service Validation and Testing
Service Transition Summary
Service Transition Scenario
Knowledge Management Considerations
Service Asset and Configuration Management Considerations
Change Management Considerations
Release and Deployment Management Considerations
Service Validation and Testing Considerations
Service Transition Review Questions
Service Operation
Service Operation Functions
The Service Desk
Technical Management
IT Operations Management
Application Management
Service Operation Processes
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
Service Operation Scenario
Functions
Processes
Service Operation Review Questions
Ø Day 3
Continual Service Improvement
Continual Service Improvement Processes
Service Level Management
Service Measurement and Reporting
CSI ( Step) Improvement Process
Continual Service Improvement Summary
Continual Service Improvement Scenario
Service Level Management
Service Measurement and Reporting
CSI Process
Continual Service Improvement Review Questions
ITIL® Foundation Exam Tips
Exam Details
Practical Suggestions
Certification
ITIL® Certification Pathways
ISO/IEC Pathways
Ø Day 4 : Study case, Exam Preparation
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