• Introduction/Housekeeping
• Introduction to key ITIL concepts
• IT as a Service
• Introduction to processes and process management
• The Service Lifecycle approach

• 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

• 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

• 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

• 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

• 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

• Sample Exams
• Feedback
• Recap

• 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

• Voice of Customer
• Project Charter
• Process Mapping (high level and detailed mapping)

• Selecting Measures: Y=(f)x
• Data Collection Planning
• Baseline Data Collection
• Basic Statistics

• Process Analysis (Non-Value Add vs. Value Add)
• Graphical Analysis
• Determining Root Cause

• 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

• Monitoring, Revision and Response Plans
• Mistake Proofing and Visual Management
• Replication

No Agenda Description available…