GS380 ITIL V3 Foundations

This 3-day course covers the ITIL® Version 3 best practices which are composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs. Upon completion of the ITIL® V3 Foundations course, students will have “foundational” knowledge of the functions, roles, and processes that span the service lifecycle.

Audience: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators.

Trajanje: 3 dana/ 24 časa

Cena: 430 €

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Poželjno predznanje: 

None.

Sledeći polasci:

Beograd
12.06.2017
Virtuelna učionica
12.06.2017
Plan obuke : 
  • Module 1: Introduction
  • What is ITIL?
  • ITIL exams
  • Structure of this pocket guide
  • How to use this pocket guide

Module 2: Introduction to the Service Lifecycle

  • Overview of the Service Lifecycle

Module 3: Service Strategy

  • Introduction
  • Basic concepts
  • Processes and other activities
  • Organization
  • Methods, techniques and tools
  • Implementation and operation

Module 4: Service Transition

  • Introduction
  • Basic concepts
  • Processes and other activities
  • Organization
  • Methods, techniques and tools
  • Implementation and operation

Module 5: Service Transition

  • Introduction
  • Basic concepts
  • Processes and other activities
  • Organization
  • Methods, techniques and tools
  • Implementation and operation

Module 6: Service Operation

  • Introduction
  • Basic concepts
  • Processes and other activities
  • Organization
  • Methods, techniques and tools
  • Implementation and operation

Module 7: Continual Service Improvement

  • Introduction
  • Basic concepts
  • Processes and other activities
  • Organization
  • Methods, techniques and tools
  • Implementation and operation

Module 8: Introduction to Functions and Processes

  • ITIL V3 Lifecycle Clustering

Module 9: Functions and Processes in Service Strategy

  • Financial Management
  • Service Portfolio Management
  • Demand Management

Module 10: Functions and Processes in Service Design

  • Service Catalogue Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

Module 11: Functions and Processes in Service Transition

  • Transition Planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Evaluation
  • Knowledge Management

Module 12: Functions and Processes in Service Operation

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Monitoring and Control
  • IT Operations
  • Service Desk

Module 13: Functions and Processes in Continual Service Improvement

  • CSI Improvement Process
  • Service Reporting