Format: Classroom, Online, Onsite | Durada: 3 dies
Aquest curs proporciona als administradors de TI, professionals, personal de recolzament i personal que treballa amb funcions de sistemes de la informació, amb un coneixement pràctic dels conceptes clau, principis, processos i funcions que permet la provisió de serveis de TI amb èxit.
També prepara per l’ITIL Foundation Certificate Examination.
El curs es basa en l’enfoc del cicle de vida del servei de pràctiques recomanades d’ITIL que figura en les últimes directrius.
Objectius del curs
Objectius del curs
- Understand how an integrated IT service management framework, based on ITIL 2011 best practice guidelines, can be adopted and adapted within their own organisations
- Successfully introduce an integrated IT service management framework based on the ITIL best practice service lifecycle approach
- Be prepared for the ITIL foundation certificate exam
The ‘Foundation Certificate in IT Service Management’ is a pre-requisite for the all other ITIL-based certificates in IT service management. The examination is a 1-hour, closed book, multiple choice paper of 40 questions normally taken at the end of the course. The pass mark is 26/40. The exam to be charged separately.
This course is primarily for IT managers, practitioners and support staff involved in the strategy, design, and implementation and on-going support and delivery of business IT services. It also proves useful for those interfacing with information systems who require an insight into service management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.
None are mandatory.
Contingut del curs
Contingut del curs
Service management as a practice
- The basics that help define the concept of a service and service management as a practice.
The ITIL service lifecycle
- At the very core of best practice guidance, understanding the value of the ITIL service lifecycle, how the processes integrate with each other throughout the lifecycle. We introduce the objectives, scope and importantly the business value for each phase in the lifecycle.
Generic concepts and definitions
- Learning the language of ITIL by defining some of the key terminology and key concepts of service management.
Key principles and models
- Key principles and models of service management contained within service strategy, service design and continual service improvement are studied with the aim of balancing cost and quality to minimise risk to the organisation.
- How do the service management processes within service strategy, service design, service transition, service operation and continual service improvement contribute to the ITIL service lifecycle and improving business value?
- To explain the objectives, scope, basic concepts, activities and challenges for four of the core processes (Service level management, incident management, problem management and change management)
- To state the objectives and key concepts for vast majority of the remaining processes including how they relate to each other.
- Explain the role, objectives and organizational structures of the service desk function. Defining the role, objectives and overlap of the other key functions (technical management, application management and IT operations management).
- Covering the principal responsibilities of some of the key roles in service management (Process owner, process manager, process practitioner, service owner)
Technology and architecture
- Understanding how service automation assists with integrating service management processes
Competence and training
- An overview of competence and skills for service management, competence and skills frameworks and training.