19 -21 June 2013
Please find enclosed the details of our training offer.
Course description
The 3-day course "Foundations of IT service management" is based on the latest version of ITIL (IT Infrastructure Library) V3 of best management practice recommendations published in August 2011. ITIL V3 introduces a life cycle approach to IT services.
Objectives
The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.
To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination
Who should attend?
This course is for IT managers and IT practitioners involved in the strategy, design, and implementation and on-going delivery of business-used IT services and who require an insight into Service Management best practice.
Structure
The course is assignment based, with practical coursework. It is based upon the OGC's ITIL Books and in accordance with the recommended syllabus of the certification authority.
Course content
Topics covered include:
Introduction to Service Management
The Service Lifecycle
Key Principles and models of ITSM including:
The Processes and Functions
Professional Qualification
After the course completion the participants may schedule at any time to sit the real examination at any Thomson Prometric test centre. Upon passing the exam the participants will acquire the ITIL Foundation Certificate in IT Service Management.
Course material
Student guide with prescribed syllabus for examination and an assignment book will be provided for each participant.
Price and other terms
3-day course for 750 €.
The price of the examination bears the client.
Accommodation is included in the price of training - Available till fulfill capacity.
Accommodation info: www.villaakacija.rs
Dates and place:
Serbia - Belgrade – Trg Branka Ridicevica 2a
Provisional date for the successive training is between 19 - 21 June 2013
If the course is held on the premises of the client, Client is responsible for the organization of classroom, teaching facilities (projector, flip chart , whiteboard), lunch and coffee breaks.
The course hours including a break for lunch are from 9 to 16.30 (can be changed by agreement).
Instructor
Course is led by experienced instructor Vladimir Zorc who has been teaching ITIL courses for eight years running. In addition to extensive knowledge on the subject he will share with course participants the wealth of experience acquired during more than 25 years working in large IT organizations in the region and in Great Britain.
Contact:
Dejan Jeremic
office@septia-academy.org.rs
+381 65 970 50 30
Skype dean_d3
Please find enclosed the details of our training offer.
Course description
The 3-day course "Foundations of IT service management" is based on the latest version of ITIL (IT Infrastructure Library) V3 of best management practice recommendations published in August 2011. ITIL V3 introduces a life cycle approach to IT services.
Objectives
The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.
To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination
Who should attend?
This course is for IT managers and IT practitioners involved in the strategy, design, and implementation and on-going delivery of business-used IT services and who require an insight into Service Management best practice.
Structure
The course is assignment based, with practical coursework. It is based upon the OGC's ITIL Books and in accordance with the recommended syllabus of the certification authority.
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement.
Course content
Topics covered include:
Introduction to Service Management
- The importance of Service Management
- Definition of a Service and Service Management
- The need for a service culture
- Service Management as a practice
The Service Lifecycle
- The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Key Principles and models of ITSM including:
- The types of service provider
- The five major aspects of Service Design
- The service V model
- The Continual Service Improvement model
The Processes and Functions
- Define the characteristics of a process
- The objectives, business value, basic concepts, roles and interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management - The objectives and basic concepts of:
- Demand Management
- Financial Management
- Business Relationship Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- Supplier Management
- Information Security Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management
- Problem Management
- Request Fulfilment
- Access Management
- The 7 step improvement process - Explanation of the functions:
- Service Desk, Application Management, Operations Management, Technical Management - Organisation structure and key roles
- Using the RACI model - Technology and Architecture
- Generic requirement for an integrated set of ITSM technology
Professional Qualification
After the course completion the participants may schedule at any time to sit the real examination at any Thomson Prometric test centre. Upon passing the exam the participants will acquire the ITIL Foundation Certificate in IT Service Management.
Course material
Student guide with prescribed syllabus for examination and an assignment book will be provided for each participant.
Price and other terms
3-day course for 750 €.
The price of the examination bears the client.
Accommodation is included in the price of training - Available till fulfill capacity.
Accommodation info: www.villaakacija.rs
Dates and place:
Serbia - Belgrade – Trg Branka Ridicevica 2a
Provisional date for the successive training is between 19 - 21 June 2013
If the course is held on the premises of the client, Client is responsible for the organization of classroom, teaching facilities (projector, flip chart , whiteboard), lunch and coffee breaks.
The course hours including a break for lunch are from 9 to 16.30 (can be changed by agreement).
Instructor
Course is led by experienced instructor Vladimir Zorc who has been teaching ITIL courses for eight years running. In addition to extensive knowledge on the subject he will share with course participants the wealth of experience acquired during more than 25 years working in large IT organizations in the region and in Great Britain.
Contact:
Dejan Jeremic
office@septia-academy.org.rs
+381 65 970 50 30
Skype dean_d3