Itil ® V3 Module Intermédiaire
Formation
À Windhof (Luxembourg)
Description
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Typologie
Formation
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Niveau
Niveau intermédiaire
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Lieu
Windhof (Luxembourg)
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Durée
5 Jours
Objectifs: Acquire the knowledge of: mdash; How all processes in ITIL O. S. A. Interact with other service Lifecycle Processes mdash; What are the processes, activities, methods and functions used in each of the ITIL O. S. A. processes mdash;How to use ITIL O. S. A.processes, activities and functions to achieve operational excellence mdash; The importance of IT Security and its contributions to ITIL O. S. A. Destinataires: Operational Staff involved in Event Management, Incident Management, Request fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management. mdash; IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program. mdash; Individuals who have attained the V3 ITIL Foundation certificate in Service Mgmt.
Les sites et dates disponibles
Lieu
Date de début
Date de début
À propos de cette formation
— V3 Foundation certificate in IT Service Management, or V2 Foundation Bridge certificate. — Familiarity with IT terminology and understanding of the context of Operational Support and Analysis management of their own business environment. — Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of
Les Avis
Le programme
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.
Informations complémentaires
Itil ® V3 Module Intermédiaire