TOPICS

Course Outline
1. Course Introduction
2. ITIL Basic Concepts Review
The Service Lifecycle and Stages of the Lifecycle
Services
The Service Portfolio
Processes and Functions
A Brief Discussion of the Various ITIL Processes
Roles and Responsibilities
3. . Request Fulfillment Overview
Understanding Request Fulfillment as a Key Operational Activity
What Request Fulfillment Does and Does not Do
Purpose and Objectives of Request Fulfillment
Scope of Request Fulfillment
Why a High-Volume, Predictable, Real-World Oriented Request Fulfillment Process is Important to Your Business
Policies, Principles, and Basic Concepts
Request Fulfillment Activities
Sources of Information
Metrics and Measurements for Request Fulfillment
Challenges and Risks
4. A Real-World, High-Volume Approach to Request Fulfillment
Establishing a Vision and Baseline for Request Fulfillment
Request Fulfillment as a Key Operational Activity
Building a Request Fulfillment Process Based on Real-World Examples
Defining and Exploiting Standard Changes
Invoking Configuration Management
Using Tools for Request Fulfillment
Portal Access
Self-Service Approaches
5. Establishing a Vision and Baseline for Request Fulfillment
Understanding and Agreeing to the Desired State for Request Fulfillment in Your Organization
Understanding the Current State of Request Fulfillment in Your Organization
Request Fulfillment Audit of Intent – Requests the Organization Knows About
Request Fulfillment Audit of Action – What Request Handling Activities the Organization is Doing
Request Fulfillment Assessment Questions
Request Fulfillment Key Performance Indicators, Metrics, and Measurements
Request Fulfillment Roles and Responsibilities
Request Fulfillment Process Integration
Documenting the Difference Between the Vision and the Baseline
6. Request Fulfillment as a Key Operational Activity
What are Requests?
Why are Requests Important?
Questions, Comment, Complaints, and Compliments
Operational Budgeting for Request Fulfillment
7. Building a Request Fulfillment Process Based on Real-World Examples
Why Most Request Fulfillment Processes Fail
Understanding and Handling a High Volume of Requests
Real World Example 1-A Simple Question
Real World Example 2-A Complaint
Real World Example 3-New Employee Onboarding
Real World Example 4-Employee Offboarding
Real World Example 5-Handling VIP Requests
8. Defining and Exploiting Standard Changes
What is a Standard Change?
Using the Standard Change Process to Minimize Bureaucracy
Defining Standard Changes
Common Request Activities that are Often Standard Changes
Standard Changes and Expiration
Standard Changes and Levels of Approval
Standard Changes and a Second Set of Eyes
9. Invoking Configuration Management
What is Configuration Management?
How Does Configuration Management Underpin Request Fulfillment
Relationships Between Configuration Items
Detecting Interactions Between Requests Through Effective Configuration Management
How Requests Affect Configuration
10. Using Tools for Request Fulfillment
Defining Request Workflows
Managing Request Workflows
Modifying Request Workflows
Request Intake
Alerting on Request Progress
Alerting on Requesting Completion
Escalating Requests
11. Portal Access for Request Fulfillment
Modes of Interaction
What is Portal Access?
Why is Portal Access Important?
Manual Request and a Path Towards Portal Access
High-Volume Request Types Suitable for Portal Access
Defining a Portal
Deploying a Portal
Managing a Portal
12. Self-Service Approaches
What is Self-Service?
How Leading Companies Define Self-Service Approaches?
How Leading Companies Utilize Self-Service Approaches?
Request Types Suitable for Self-Service
Self-Service and Escalation
13. Applying the Concepts Learned in this Course
Acceptable Volumes of request Types
Continual Identification and Definitions of Standard Changes and Request Types
How Request Fulfillment and Configuration Management Work Together
Building an Implementation Plan for Request Fulfillment
14. Summary
Review of Concepts Learned
Questions and Answers
Exercise 1: A Practical Understanding of Basic Service Management Concepts
Exercise 2: Understanding the Theory of Request Fulfillment
Exercise 3: Self-Service Approaches for Request Fulfillment
Exercise 4: Establishing a Vision and Baseline for Request Fulfillment
Exercise 5: Defining User Profiles and Common Request Types
Exercise 6: Real-World Approaches to Request Fulfillment
Exercise 7: Identifying Standard Changes
Exercise 8: Defining Relationships between Request Fulfillment and Configuration Management
Exercise 9: Defining Detailed Request Workflows
Exercise 10: Defining a Request Fulfillment Portal
Exercise 11: Defining Self-Service Requests
Exercise 12: Building an Effective Request Fulfillment Implementation Plan.