ITIL

Target

This course presents basic information about ITIL v3 and prepares for the ITIL Foundation exam.

Program

1. Introduction to ITIL

2. Why is it worth to use ITIL

3. Main features of ITIL

4. Service lifecycle

5. Frame of process definition

6. ITIL v3 vs. ITIL v2

7. Service strategy

  • Financial Management
  • Service Portfolio Managment
  • Demand Management
  • Service Design
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Service Design
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

8. Service Transition

  • Transition Planning Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Evaluation
  • Knowledge Management

9. Service Operation

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Monitoring & Control
  • IT Operations
  • Service Desk

10. Continual Service Improve

  • CSI Improvement Process
  • Service Reporting

11. Summary

Participants of our courses receive

  • training sample within basic offer (on customer’s demand)
  • an organized course and trainer assistance
  • teaching materials
  • individual computer post for each of the course participants
  • catering during brakes (coffee, tea, biscuits)
  • lunch (vegetarian or traditional meals – smorgasbord)
  • certificate of the course completion
  • a set of additional exercises on a CD-ROM
  • free consultancies with the instructor up to two weeks after the end of the course
  • tests before and after the course to asses participants knowledge (on customer’s request)

Requirements

HelpDesk employees and managers.

Coach

Certified Trainer with required skills and experience

Opinions

„Jestem bardzo zadowolony ze szkolenia spełniło moje wymagania.”

Dritan Kozma
„Jestem całkowicie zadowolony ze szkolenia ITIL v3 Fundation, które odbyłem w ośrodku ProLearning  we Wrocławiu. Zakres szkoleń obejmuje wszystkie wymagane zagadnienia. Instruktor wyłożył niezbędną wiedzę w ciekawy sposób.”
Michał Żaczek

Additional remarks

The price is set for a group of min. 6 participants. It takes 21 days to prepare teaching materials for this course.

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Keywords

itil, zarządzanie, ITIL Foundation, ITIL v2, ITIL v3, zarządzanie projektami

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