Information Technology

Business Efficiencies

Instructor-Led 14 Agenda

Description

In this course, students will learn the basis of the ITIL and Six Sigma Process and how to apply them.

Course Overview

In this course, students will learn the basis of the ITIL and Six Sigma Process and how to apply them.

Course Objective

Upon successful completion of this course, students will have a basic understanding of how to implement ITIL and Six Sigma.

Who Should Attend

This course is intended for individuals who want to gain basic knowledge of working in ITIL and Six Sigma.

Introduction Lesson Id 1

Introduction

Service Strategy Lesson Id 2

Service Strategy

Service Design Lesson Id 3

Service Design

Service Transition Lesson Id 4

Service Transition

Service Operation Lesson Id 5

Service Operation

Continual Service Improvement Lesson Id 6

Continual Service Improvement

Exam Preparation Lesson Id 7

Exam Preparation

Lean Six Sigma Introduction Lesson Id 8

Lean Six Sigma Introduction

Define Phase Lesson Id 9

Define Phase

Measure Phase Lesson Id 10

Measure Phase

Analyze Phase Lesson Id 11

Analyze Phase

Improve Phase Lesson Id 12

Improve Phase

Control Phase Lesson Id 13

Control Phase

Green Belt Test Lesson Id 14

Green Belt Test

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