Course Taxonomy: Service Management

ITIL® 5 Foundation

Part 1: Key Concepts of Digital Product and Service Management

  • Product and service management
  • Service offerings
  • Value co-creation
  • Key ITIL Concepts & Definitions

Part 2: Service Relationships

  • Value co-creation
  • Service relationships

Part 3: The ITIL Value System (ITIL VS)

  • Components of the ITIL Value System
  • Explain the ITIL Value System (ITIL VS) and its purpose in enabling value co-creation through products and services.

Part 4: Governance

  • Define governance and its role in directing and controlling an organization
  • Explain the enabling nature and the activities of governance

Part 5: The ITIL Guiding Principles

  • Value co-creation: Explain how feedback contributes to value co-creation
  • Explain the ITIL Guiding Principles
  • Explain how the ITIL Guiding Principles should be applied in different contexts
  • Describe how the ITIL Guiding Principles interact to support effective decision-making and continual improvement.

Part 6: Value Chain and ITIL Management Practices

  • Introduction to ITIL Product and Service Lifecycle
  • Purpose and Scope of ITIL Product and Service Lifecycle activities
  • Value chain
  • Management practices

Part 7: Value Streams: Mapping and Management

  • Key concepts of value stream mapping and management
  • Application of value streams
  • Purpose of value stream mapping and management
  • Understand the relationship between digital value stream mapping and value stream management.

Part 8: Continual improvement

  • The ITIL Continual Improvement Model
  • Understand the steps of the ITIL Continual Improvement Model
  • Describe continual improvement within the ITIL Value System and its role in the organization

Part 9: The Four Dimensions of Product and Service Management

  • Introduction to the ITIL Four Dimensions of Product and Service Management
  • Internal factors and External factors
  • Introduction to AI
  • ITIL AI Governance

Part 10: ITIL and other frameworks integration

  • ITIL and DevOps
  • ITIL and PRINCE2

IT Service Empathy Workshop

IT Service Empathy Workshop

Introduction 

  • Welcome and introductions
  • Workshop objectives and agenda overview
  • Context setting using insights from the pre-work survey

Example Scenario: Unexpected Outage 

  • Setup: Our online trading platform experiences an unexpected outage during peak trading hours. The incident impacts all users, leading to potential financial losses and severe customer dissatisfaction.

  • Role-Playing
    • Teams work together to resolve the scenario, using their existing knowledge, tools, and processes. Some team members will role-play as a customer with limited information, while others will act as IT service agents triaging, resolving, and/or fulfilling the customer's request while operating off of their own limited data set, promoting empathy and exercising unique problem-solving skills.

  • IT Service Management
    • Incident Management: Rapid identification and resolution of critical incidents to minimize impact.
    • Root Cause Analysis: Conducting thorough investigations to prevent recurrence and improve future response.
    • Change Management: Ensuring that firewall changes are properly tested and documented to avoid similar issues.

*2-3 additional scenarios based on clients' unique problems and customized to match their environment.

Closing Session

  • Review of key takeaways and lessons learned
  • Q&A session and open discussion
  • Closing remarks and next steps
  • Distribution of take-home materials and resources

ITIL® 4 Foundation

Part 1: ITIL 4 OVERVIEW

  • Introduction to ITIL
  • Key Concepts of ITIL

Part 2: The ITIL Framework

  • The Four Dimensions of Service Management
  • The ITIL Service Value System

Part 3: The ITIL Guiding Principles

  • Focus on Value
  • Start Where You Are
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Think and Work Holistically
  • Keep It Simple and Practical
  • Optimize and Automate

Part 4: THE ITIL SERVICE VALUE SYSTEM (SVS)

  • Governance
  • The Service Value Chain
  • Continual Improvement

Part 5: Key ITIL Practices

  • Continual Improvement
  • Service Level Management
  • Change Control
  • Incident Management
  • Service Request Management
  • Service Desk
  • Problem Management

Part 6: Other ITIL Practices

  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

Microsoft SharePoint Site Owner and Power User Boot Camp

Section 1 – Introduction to SharePoint

  • Introduction to SharePoint
  • How does SharePoint fit into Microsoft 365
  • Common SharePoint Deployments
  • Empowering Your Team and Building Your Single Source of Information

Section 2 – Understanding SharePoint Architecture in SharePoint Online

  • Old vs New SharePoint Architecture
  • Understanding Hub Sites
  • Creating SharePoint Sites
  • Teams sites and Communication Sites

Lab 1 – Creating Your SharePoint Sites

Section 3 – Permissions and Access Management

  • Understanding 365 Groups for Permissions
  • Working with SharePoint Groups
  • Working with Permissions Inheritance in SharePoint
  • Creating Custom Permissions in SharePoint

Lab 2 – Working with Permissions in SharePoint

Section 4 – SharePoint Lists

  • What is a List in SharePoint?
  • Classic vs Modern Lists
  • What is Metadata and How is it Used?
  • Creating and Working with List Views
  • How to Create Columns
  • Working with Different Column Types
  • How to Create and Deploy Site Columns

Lab 3 – Creating List Columns and Views

Section 5 – SharePoint Libraries

  • What are SharePoint Libraries
  • Reviewing Document Lifecyle
  • Creating Modern Document Libraries
  • Using Version Control in SharePoint
  • Understanding Draft Item Security
  • Working with Version History
  • Understanding Check in and Check Out Controls

Lab 4 – Creating SharePoint Libraries

Section 6 – Enterprise Content Management 

  • Understanding Tools for Content Management
  • Why to Avoid Folders in SharePoint
  • How to Create Libraries Without Folders
  • Building Content Types
  • Best Practices and Planning for Document Management

Lab 5 – Building Content Types in SharePoint

Section 7 – Practical Knowledge Check

  • A review of concepts covered so far in the class. Students work a practical scenario without step-by-step instructions to reenforce the covered learning concepts of the class to this point.

Section 8 – Business Process Automation in Power Automate

  • Introduction to Power Automate
  • Understanding Instant, Scheduled, and Push Button Workflows
  • Working with Workflow Triggers
  • Understanding Workflow Actions
  • Understanding Workflow Controls
  • Creating a Flow in Power Automate integrated with Microsoft Forms
  • Working with the SharePoint Built-In Sign Off Flow

Lab 6 – Creating and Using Power Automate Flows

Section 9 – SharePoint Site Design

  • Working with SharePoint Modern Pages
  • Review of SharePoint Web Parts
  • Creating New SharePoint Pages

Lab 7 – Customizing Your SharePoint Pages