ABIS Training & Consulting - ITIL Foundation V3 (with exam)

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ITIL Foundation V3 (with exam)

Intended for

This course is designed for IT Managers and team leaders and other IT professionals needing a basic understanding of the ITIL V3 framework and how it can be used in organisations to improve the quality of IT services.

This training is useful for students that are either new to ITIL or who want to refresh their basic knowledge of ITIL and at the same time discover what is new about version 3.

Background

No specific prerequisites, however candidates should have a basic working knowledge of IT or experience of working in a customer service role.

Training method

This intensive, interactive workshop consists of formal lecturing, discussions, assignments, presentations and test examination questions.

On the last afternoon of the course there is a multiple choice examination of one hour. Students that pass this exam successfully, will get a certification.

Course leader

ISTYA (ITIL accredited by ISEB or EXIN) or SMME (accredited training provider).

Duration

3 days.

Schedule

date	langue	lieu	prix	remarques
20/02/2012	F	Bruxelles	1250 EUR	garanti
19/03/2012	E	Bruxelles	1250 EUR
26/03/2012	N	Malines	1250 EUR
23/04/2012	F	Bruxelles	1250 EUR
02/05/2012	E	Louvain	1180 EUR
21/05/2012	E	Bruxelles	1250 EUR
10/09/2012	E	Louvain	1180 EUR

Légende

Vous pouvez vous inscrire en cliquant sur les dates dans le calendrier.
N: Néerlandais; F: Français; E: Anglais; Sans code de langue: dépendant des participants.
Tous les prix sont hors TVA.
Pays:
Belgique
Pays-Bas
Ailleurs

Remarques:
(garanti:) cette session est garantie d'avoir lieu
(dernières places:) dépêchez-vous, il reste quelques places disponibles
(complet:) session complète, contactez-nous pour être sur la liste d'attente

Objectives

The ITIL Foundation V3 training is a comprehensive training introducing all the major concepts and the ITIL V3 terminology.

On successful completion of this course, delegates will be able to understand and be aware of:

service management as a practice
the service lifecycle
key principles and models related to service management
key concepts, processes, key roles and key functions
associated technology and architecture

(*) ITIL tm is a registered trademark of OGC (Office of Government and Commerce).

Main topics

Introduction to service management and to ITIL
why an organisation should adopt service management based on ITIL
the need for a service management 'culture'
introduction to the service lifecycle concept of service management
key definitions, terminology and principles of service management
The service lifecyle
The objectives and business value for each phase of the service lifecycle covered in the 5 core books:

service strategy • service design • service transition • service operation • continual service improvement

Key principles of IT service management

The sourcing approaches • The five major aspects of service design • The testing V model • The continual service improvement model

Processes and functions
The objectives, scope, basic concepts, activities, KPIs, roles and challenges of:

service strategy process • service level management • change management • incident management

The objectives and basic concepts of:

service portfolio management • demand management • financial management • service catalogue management • availability management • information security management • supplier management • capacity management • it service continuity management • service asset and configuration management • event management • request fulfilment • problem management • access management • the 7 step improvement process

The role, objectives and organisational structure of:

service desk • application management • operations management • technical management

Technology and architecture