Foundations of IT Service Management based on ITIL V3 (exam preparation course)

Durata:                  3 zile

Metodologie:       Workshop, Instructor Led Training

Cui se adreseaza cursul:

• Profesionistilor (IT Managers, IT Project Managers, analisti de business, consultanti si arhitecti IT)  interesati de IT Service Management care doresc sa inteleaga conceptul de 'Service Lifecycle' si procesele aferente
• Personalului IT implicat efectiv in asigurare si suport de servicii IT sau interesat de 'Best Practices' in IT Service Management
• Persoanelor care se pregatesc pentru sustinerea examenului de certificare ITIL v3 Foundation

Subiecte principale tratate:

Module 1: ITIL Overview ITIL History Components of the ITIL Library IT Service Management Organizing for IT Service Management Technology and Architecture Module 2: Service Strategy Service Strategy Lifecycle Stage Service Portfolio Management The Demand Management Process The IT Financial Management Process Module 3: Service Design Service Design Lifecycle Stage The Service Catalog Management Process The Service Level Management Process The Availability Management Process The Capacity Management Process The Information Security Management Process The IT Service Continuity Management Process The Supplier Management Process

Module 4: Service Transition Service Transition Lifecycle Stage The Change Management Process The Release and Deployment Management Process The Service Asset and Configuration Management Process Knowledge Management Module 5: Service Operation Functions Service Operation Lifecycle Stage The Service Desk Function The Technical Management Function The Application Management Function The IT Operations Management Function Module 6: Service Operation Processes The Event Management Process The Incident Management Process The Request Fulfillment Process The Access Management Process The Problem Management Process Module 7: Continual Service Improvement Continual Service Improvement Lifecycle Stage CSI Model 7-Step Improvement Process Service Measurement and Benchmarks CSI and Organizational Change

Suport de curs:    Manual tiparit in limba engleza (editura VanHaren) , whitepapers, case studies, simulari

Trainer:               Gheorghe Dobrea - MCT, Project Management Professional (PMP), ITIL Certified, Microsoft Most Valuable
                                      Professional (MVP) for Enterprise Security, specializat in System Center Service Manager, experienta indelungata
                                      in proiecte internationale

Detalii de desfasurare:

Cursul include handouts si referinte utile in activitatea de zi cu zi, simulari, sesiuni practice, strategii de examen. O simulare a examenului ITIL v3 Foundation va fi efectuata in ultima ora a cursului.

Examen:                 ITIL v3 Foundation Certificate in IT Service Management.

Computer based (multiple choice) Exam, se planifica la cerere dupa absolvirea cursului la centrul  de testare Intelprof. Durata examenului este de 75 min, numarul de intrebari este de 40 si pentru a promova  trebuie sa raspundeti corect la cel putin 26 din ele (65% passing score).
Costul examenului de certificare este de circa 200 USD +TVA si se achita separat (nu este inclus in costul cursului).

Data inceperii urmatoarei serii:     Anuntata la www.intelprof.com/program

Inscrieri:                 Va rugam sa trimiteti un email la office<at>intelprof.com. Veti fi contactat in cel mai scurt timp.