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Formation ITIL

1. Titre

Certified ITIL® Foundations: Mastering IT Service Management (ITILF, 4 jours) - Voir PDF

2. Description

Processes are the cornerstone of IT service management. In the service management world, process definitions and their associated best practices are more often defined in relationship to ITIL®: The Information Technology Infrastructure Library®. This accredited CTES Certified course provides a solid introduction to the theory and practice of IT service management according to ITIL®. Beginning with key terms such as incident, problem, service and process, this unique course guides participants through the numerous processes and functions that make up ITIL®. From incident management to service level management, every process and function is discussed in relation to its real-world applications and its formal definition. Most importantly, our ITIL® course is not one long memorization session. We take a practical and hands-on approach to ITIL® training because we know how important these processes are to the success of your organization. Come pass your accredited certification exam with CTES training while you learn how ITIL® can help your organization become more efficient and more productive. This course prepares the student for the ITIL® Foundation Certificate and will provide the student with 22 contact hours of professional training. All participants will be provided with sample exams and the official ITIL® Foundation exam syllabi. All the information presented in this course is in line with the 5 core ITIL® publications as published by the TSO. The CTES Training ITIL® Foundation course have a maximum class size of 12 and ends with a comprehensive overview of the course and an official certification exam. ITIL® and Information Technology Infrastructure Library® are registered trademarks of the Cabinet Office.

3. Pré-requis

Some service delivery or service management experience

4. Clientèle cible

IT professionals who want to learn about service management.

5. Plan de cours

Module 1: ITIL Introduction

Sujet 1: Why is ITIL important?

Sujet 2: The History of ITIL

Sujet 3: What has changed since ITIL v2?

Sujet 4: Components of ITIL

Sujet 5: ISO/IEC 20000

Sujet 6: Essential Concepts

Sujet 7: An Integrated View of ITIL

Module 2: IT Service Management

Sujet 1: Overview

Sujet 2: Setting the Context

Sujet 3: What is a Service?

Sujet 4: What is Service Management?

Sujet 5: Processes, Functions and Roles

Sujet 6: The Role of Service Automation

Sujet 7: People, Process, Products, and Partners

Module 3: The Service Lifecycle

Sujet 1: Overview

Sujet 2: Service Strategy

Sujet 3: Service Design

Sujet 4: Service Transition

Sujet 5: Service Operation

Sujet 6: Continual Service Improvement

Module 4: Functions

Sujet 1: The Service Desk

Sujet 2: Technical Management

Sujet 3: IT Operations Management

Sujet 4: Applications Management

Module 5: Service Strategy: What is Value?

Sujet 1: Definition of Service Strategy

Sujet 2: Service Strategy Principles

Sujet 3: Service Strategy Fundamentals

Sujet 4: Demand Management

Sujet 5: Financial Management

Sujet 6: Service Portfolio and Service Catalogues

Module 6: Service Design: The Path to Value

Sujet 1: The Design Phase from A to Z

Sujet 2: Service Sourcing Strategies

Sujet 3: Roles and Responsibilities

Sujet 4: Service Catalogue Management

Sujet 5: Service Level Management

Sujet 6: Capacity Management

Sujet 7: Availability Management

Sujet 8: IT Service Continuity Management

Sujet 9: Information Security Management

Sujet 10: Supplier Management

Module 7: Service Transition: Building Value

Sujet 1: Transition Planning and Support

Sujet 2: Change Management

Sujet 3: Service Asset and Configuration Management

Sujet 4: Release and Deployment Management

Sujet 5: Service Validation and Testing

Sujet 6: Evaluation

Sujet 7: Knowledge Management

Module 8: Service Operation: Realizing Value

Sujet 1: The Role of Service Operation

Sujet 2: Processes

Sujet 3: Event Management

Sujet 4: Incident Management

Sujet 5: Request Fulfillment

Sujet 6: Problem Management

Sujet 7: Access Management

Sujet 8: IT Operations Management

Module 9: Continual Service Improvement

Sujet 1: The Continual Service Improvement Model

Sujet 2: The CSI Improvement Process

Sujet 3: The P-D-C-A Cycle

Sujet 4: The 7-Step Improvement Process

Sujet 5: Implementing CSI

Sujet 6: Critical Success Factors

Module 10: Putting it All Together

Sujet 1: In this final section, participants will participate in a real world re-enactment of the ITIL lifecycle.

Module 11: Preparing for the Exam

Sujet 1: Going in to the Exam: Mental Preparation

Sujet 2: Computer Based Testing Strategies

Sujet 3: Monitoring Yourself

Sujet 4: Key Exam Targets

Sujet 5: Remembering the Big Picture of ITIL

Formation pour les petits groupes sur mesure pour $250.00/jour+

Date et Prix
22 juil. au 25 juil., 2013$995.00 19 août au 22 août, 2013$995.00 3 sept. au 6 sept., 2013$995.00 15 oct. au 18 oct., 2013$995.00 12 nov. au 15 nov., 2013$995.00 16 déc. au 19 déc., 2013$995.00 28 janv. au 31 janv., 2014$995.00 17 févr. au 20 févr., 2014$995.00 25 mars au 28 mars, 2014$995.00 1-2 pers. pour garantie de dates $995.00

Programmation

Formation Microsoft

Formation Serveur

Formation Réseau

Formation Gestion

ITIL® est une marque de commerce enregistrée du Cabinet Office

IT Infrastructure Library® est une marque de commerce enregistrée du Cabinet Office