Itil ® V3 Module Intermédiaire

NB : cours en français ou en anglais selon la demande.

Description

The Service Capability courses are focused on role-based clusters in a modular set, each with a certification. Each cluster contains a group of processes and roles within IT Service Management, intended to offer candidates a balanced knowledge of ITIL® practices that have direct interaction and dependencies to their management scope.

This module covers the following subject areas:

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Service Desk
• Technical Management
• IT Operations Management

Content

1° Introduction to ITIL® Operational Support and Analysis
2° Processes

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management

3. Roles and Responsibilities

• Service Desk
• Technical Management
• IT Operations Management
• Application Management

4° Technology and Implementation Considerations
5° Common Service Activities
6° Continual Service Improvement

For each process, the following topics are addressed:

Purpose, Goals and Objectives | Scope | Business Value | Principles and Basic Concepts | Activities | Methods and Techniques | Inputs,
Outputs and Interfaces | Key Metrics

Pedagogical Method

• Theory and concepts illustrated by a trainer with sound expertise and experience in ITIL® Operational Support and Analysis.
• Group discussions with the purpose to match the relevant ITIL® Operational Support and Analysis issues to real life experience.
• Practical exercises to enhance the reinforcement of the learning objectives.