Week - 1 |
Terms related to IT Services, Airport customers and their needs, ITIL and Airport IT Services, |
Week - 2 |
What is IT Service Management? Who provides the IT Service and who are its stakeholders? What are the resources in IT Services? |
Week - 3 |
Service Lifecycle, Service Design, Service Transition, Service Operation, IT Service Sustainability, Application of Service Lifecycle to IT Projects |
Week - 4 |
What is Service Strategy? Strategy processes, Service Portfolio, Demand management, Being ready for customer demands, Using technology for Service Strategy |
Week - 5 |
Life Cycle of Service Design, Service Level Agreements (SLA), Service Catalog Management, Being ready for outsourced services, Service Availability, Service capacity management, Continuity of IT Services, Information security, Responsibilities in service design |
Week - 6 |
Listing the airport services, determining which services will be outsourced, time and process criticality of the service, determining the SLA levels, |
Week - 7 |
Place of service transition in the service lifecycle Control and coordination of transition Management of resource and configuration Information (corporate memory) Management Planning and management of transition |
Week - 8 |
Place of the business in the Service Lifecycle, Event management, Incident management, Request (demand) management, Access management, Problem management, Operational responsibilities |
Week - 9 |
Keeping records of development needs and starting point and loop Identifying the need for measurement and what to measure Key Performance Indicators (KPI) Identifying development responsibilities. |
Week - 10 |
Planning, Designing the process, Implementing the scenario, Managing the organization's resilience, Identifying stakeholders and communicating |
Week - 11 |
Determining the strategy with strategic evaluations, Executing the strategy, Determining the services and revealing the strategy, Internal and external service resources, |
Week - 12 |
What is seen in the service transition phases, Operation of the transition together with other ITIL processes, Examples |
Week - 13 |
Preparing service lists, revealing the relations between service lists, CMS needs, choosing the CMS application, |
Week - 14 |
Examples of ITIL Transitions |