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Location - Computacenter Belgium, Zaventem
Date - 19-21 April 2006
Target group - Managers of IT service centers, application and project
managers, business managers, etc.
Prerequisite - None
Language - This training will be delivered in English
Price - 1.260 Euros
It is possible afterwards to pass the Exin Foundation exam for an ITIL Foundations Certificate, (170 Euros separate charge). This certificate is needed to do further Service Management courses and the Service Management
certificate.
Summary
During the ITIL-Foundations training the participant will learn the essentials of ITIL- processes in the light of the IPW™ model. Ideology of the most important parts of the ITIL-methodology will be explained clearly with useful examples.
Objectives
The following subjects will be dealt with in the course:
• The key and steering processes of an IT organization
• The implementation model ITIL IPW™
• Service level management processes (management of services) like: service level management, service desk, incident management, problem management, change management, configuration management, Release management, financial management for IT services, availability management, capacity management
IT service continuity management
• Active management of customer care
• ITIL and quality systems
• (additional) Control-IT business Simulation to experience the competitive interaction of all these
subjects
At the end of the course the participant:
• Will understand how the various processes can contribute to making an IT organization
manageable
• Will understand control processes and apply them in his organization
• Can identify the bottlenecks in control processes and initiate improvement actions
• Can put theory into practice
• Is able to determine which change processes will be necessary to successfully implement ITIL
• Is able to recognize and understand the key concepts of ITIL and relate them to the relevant
control process The training leads to the ISEB/EXIN Foundations certificate in IT-service management essentials. Upon completion of the course, it is possible to follow this Examination.
Exam requirements specifications
1 The importance of IT Service Management and the IT Infrastructure
The participant has understanding of the importance of IT Service Management and the IT
Infrastructure.
The participant is able to indicate the importance of a methodical and systematic approach to
information technology service:
• for users and customers of IT Service
• for suppliers of IT Service.
2 The Service Management processes and the interfaces between them
The participant has understanding of the Service Management processes and the interfaces
between them.
The participant is able to:
• mention the benefits of the description of the Service Management processes for an
organization
• distinguish between ITIL processes and organizational units
• indicate which elements are needed for the description of the ITIL processes.
Background of the IT Infrastructure Library (ITIL)
The UK government realized that whilst considerable effort was being directed towards
reducing costs and risks associated with project development there was very little
guidance available on how to control IS systems once they had gone live. Research
suggested, however, that over 80% of the lifetime cost of a computer service was related
to its day to day operation, and only 20% to the development stage.
In response to this the IT Infrastructure Library (ITIL) was developed by CCTA, the UK
government's center for information systems. It is the most comprehensive, structured
approach to IT service provision currently available.
The IT infrastructure encompasses all the hardware, software and telecommunications,
upon which application systems and services are built and delivered.
The library comprises modules that bring together the best IT practices within the public
and private sectors. In order to produce the library several years have been spent in
consultation with government departments, large private sector companies and the
computing industry, making this the first ever fully comprehensive guide to the technical
management of IT services. The Library is therefore an approved standard for IT service
management and is the de facto standard.
Without IT, most businesses cannot function; without quality IT, they cannot function
well. The guidance in the Library helps organizations provide their IT services to an
accepted quality standard. The major results of using ITIL guidance are the improvement
of customer services and the reduction of costs and risks.
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