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Date/Time
Date(s) - 30/04/2018 - 02/05/2018
9:00 am - 4:30 pm

Location
BPMO Academy Americas

Categories


Summary

The purpose of the 3-day course is to ensure that students gain an understanding of the IT processes than manage IT services from their concept stage through design and development and safely into a production environment. In ITIL® these stages are known as: Service Strategy; Service Design; Service Transition; and Service Operation. Students will also appreciate the concept of continual service improvement and quality control.

Who should attend?

This course is for those who are involved in the delivery of IT services and need an understanding of best practice in IT Service Management.

Learning objectives

On successful completion of the course delegates will be able to understand:

  • Service management as a practice (comprehension)
  • The ITIL service lifecycle (comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models (comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness).

Course content

  • Service Management as a practice
  • The concept of a service and Service Management
  • The difference between the functions, roles and processes
  • Description of a process and the process model
  • Understanding the Service Lifecycle
  • Objectives and business value for each phase of the Service Lifecycle
  • Structure, scope, components and interfaces of the ITIL
  • Main objective and purpose of the Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
  • The value this provides to the business
  • Defining the key concepts of Service Management
  • IT governance in the service lifecycle
  • The role communicate
  • Service Assets and generation of value through services
  • People, processes, products and partners
  • Operations and service requirements
  • Technology and Architecture Design
  • Design of process and measurement sourcing
  • Overall purpose, scope, basic concepts, roles and challenges for:
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
  • Role, purpose, organizational structure, staffing and metrics for functions of ITIL®
  • Key roles in IT Service Management
  • Requirements for an Integrated Service Management
  • Service Automation and Integrated Service Management processes

Prerequisites

Candidates wishing to be trained and pass the exam for this qualification should have a general awareness of IT and appreciation of their own business environment.

Educational approach

  • This training is based on both theory and practice:
  • Sessions of lectures illustrated with examples based on real cases
  • Review exercises to assist the exam preparation
  • Practice test similar to the certification exam
  • To benefit from the practical exercises, the number of training participants is limited

Examination and Certification

Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification.

Add-ons

  • ITIL Foundation exam

Bookings

Ticket Type Price Spaces
Classroom bundle
Buy 6 seats and you can have up to 12 participants in the course
€5.970,00
Classroom training €995,00
Virtual training €795,00
ITIL Foundation exam €200,00


ITIL® Foundation (EN)

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