Course description: From ITIL to Tivoli

With the increasing complexity of the IT services supporting businesses today, IT organizations have a hard time controlling changes to the infrastructure in a structured, manageable way. Often this leads to unplanned and unnecessary outages that hurts both the bottom line of the business and the reputation of the IT organization. Therefore, many IT organizations look to ITIL to provide the process framework to help increase - and document - the service levels delivered.

Implementing ITIL processes requires a strong, mature organization that is willing to follow pre-defined processes in order to control the ever-changing IT infrastructure and share critical information. To support these processes, the IBM Service Management (ISM) Solution provides the functionality needed to facilitate Visibility, Control, and Automation of both the IT components and services themselves but also the processes used to manage them.

This course provides an overview of the IBM Service Management (ISM) Architecture as well as the core technologies used to take back control of the IT Infrastructure and implement ITIL based processes to help increase the quality of the services delivered. These processes may for example include automated change discovery, identification of the areas that causes the most problems, automation of the most labor intensive and error prone tasks, insurance of execution of relevant impact analysis and obtainment of proper approvals, change auditing, or the facilitation of service catalog for end-user self-service - just to name a few.

The focus of the course is ITIL Service Strategy, Service Design, Service Transition and Service Operation processes. For each area, the main challenges of implementing the processes will be presented, and the relevant ISM Solution components that support the processes will be introduced. In addition, the IBM Tivoli Unified Process (ITUP) tool is introduced, and links to product and reference information are provided.

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This intermediate course is for ITIL Foundation certified practitioners who have no particular experience regarding the IBM Service Management Solution or specific Tivoli solutions or products. Typically these practitioners have strong process skills, limited Tivoli knowledge, and are influencers in the buying decision.

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Students should be:

• ITIL V3 Foundations Certified (ITIL V3 Foundation Certificate in IT Service Management).

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• Describe the ISM Architecture as it relates to ITIL processes
• Understand the requirements for soution components supporting individual ITIL processes
• Identify ISM Solution components supporting specific ITIL processes
• Download and use the ITUP tool

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Day 1:

• Introduction
• ITIL V3 review
• ITIL Process Frameworks
• Introducing IBM Service Management
• Getting Started with ISM
• Exercise: ISM Resource Center
• IT Governance
• Service Strategy
• Service Design
• Introducing ITUP
• Service Transition

Day 2:

• Day 1 review
• Enabling Service Operation
• Practical Exercise: Evaluate your own tooling. Are your ready for ITIL?
• Service Operation
• Practical Exercise: Develop a roadmap to help meet your challenges
• Summary

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