Business Efficiencies
E-Learning
Description
In this course, students will learn the basis of the ITIL and Six Sigma Process and how to apply them.
In this course, students will learn the basis of the ITIL and Six Sigma Process and how to apply them.
Upon successful completion of this course, students will have a basic understanding of how to implement ITIL and Six Sigma.
This course is intended for individuals who want to gain basic knowledge of working in ITIL and Six Sigma.
| Lesson Id | Title | Description |
|---|---|---|
| 1 | Introduction |
Introduction/Housekeeping Introduction to key ITIL concepts IT as a Service Introduction to processes and process management The Service Lifecycle approach |
| 2 | Service Strategy |
Purpose, goal, objectives & Scope Value Creation through Services Assets – Resources and Capabilities Service Strategy – Main activities Service Strategy processes Service Portfolio management Demand management Financial management |
| 3 | Service Design |
Purpose, goal, objectives & Scope Service Design processes The 4 P’s Service Design aspects Service Catalog Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Service Portfolio Information Security Management Supplier management |
| 4 | Service Transition |
Purpose, goal, objectives & Scope Service Transition value to the business Technology and architecture in Service Transition Service Transition Processes Change Management The 7 R’s of Change Management Service Asset and Configuration Management Release and Deployment Management Knowledge Management |
| 5 | Service Operation |
Purpose, goal, objectives & Scope Service Operation definitions The Service Desk Technical Management Application Management IT Operations Management Service Operations Processes Event Management Request Fulfillment Problem Management Access Management |
| 6 | Continual Service Improvement |
Purpose, goal, objectives & Scope Models and Processes The Deming Cycle Measurement and metrics Continual Service Improvement activities Risk management Continual Service Improvement interfaces Interface with Service Level Management |
| 7 | Exam Preparation |
Sample Exams Feedback Recap |
| 8 | Lean Six Sigma Introduction |
Introduction to Lean Six Sigma Overview Lean Six Sigma Principles & Terminology Roles and Responsibilities in a Lean Six Sigma Organization Value Stream Maps 5S 7 Wastes Project Selection |
| 9 | Define Phase |
Voice of Customer Project Charter Process Mapping (high level and detailed mapping) |
| 10 | Measure Phase |
Selecting Measures: Y=(f)x Data Collection Planning Baseline Data Collection Basic Statistics |
| 11 | Analyze Phase |
Process Analysis (Non-Value Add vs. Value Add) Graphical Analysis Determining Root Cause |
| 12 | Improve Phase |
Lean Solution Concepts: Standard Work, Batch Size Reduction, Work Cells, Kanban, Pull Systems and Kaizen Events Brainstorming Solutions to Address Root Cause Solution Selection, Pilot and Implementation Improvement Data Capture |
| 13 | Control Phase |
Monitoring, Revision and Response Plans Mistake Proofing and Visual Management Replication |
| 14 | Green Belt Test |
Self-Paced
Free
This course includes: :
Full lifetime access