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ITIL Foundation Training Certification ITIL certifications are recognized internationally across industries and regardless of the size of the organization. The three-day intensive course provides delegates with comprehensive training to prepare them for the ITIL examination (based on “The ITIL Foundation Certificate in IT Service Management Syllabus,” latest edition). It will enable delegates to: - Understand all the elements of the ITIL syllabus - Understand the specific examination language - Learn strategies and techniques for mastering the examination Students will learn how to: - Explain the context of IT Service Management - Plan improvements - Execute improvement plans and strategy - Demonstrate the use of various ITIL techniques and processes - Define a new service and its use throughout the Service Lifecycle - Design services’ management processes, matrices and organizational governance - Understand the value of communication, documentation and automation - Understand the examination guidelines - Please note that the cost of the ITIL exam is included with this course. Our Back office support team will be able to assist you should you have any questions. Examination structure: questions from all chapters, testing both understanding as well as memory Question structure: multiple choice Extensive examination practice and feedback is included in the workshop. Participants will be requested to take the ITIL examination on the final day of the course. The examination consists of: - 40 compulsory questions; No negative marking - One hour Delegates will be provided with pre-course reading material by email on receipt of payment prior to attending the course. Student success in this intensive 2-day course will be enhanced by paying close attention to the pre-reading materials. Introduction Introduction/Housekeeping Introduction to key ITIL concepts - 3.IT as a Service Introduction to processes and process management The Service Lifecycle approach Service Design Purpose, goal, objectives and scope Service Design processes The 4 P’s Service Design aspects Service Catalogue Management Service Level Management Capacity Management Availability Management - 9.IT Service Continuity Management Service Portfolio Information Security Management Supplier management Service Transition Purpose, goal, objectives and scope Service Transition value to the business Technology and architecture in Service Transition Service Transition Processes Change Management Service Asset and Configuration Management Release and Deployment Management Knowledge Management Service Strategy Purpose, goal, objectives and scope Value Creation through Services Assets – Resources and Capabilities Service Strategy – Main activities Service Strategy processes Service Portfolio Management Demand Management Financial Management Service Operations Purpose, goal, objectives and scope Service Operation definitions The Service Desk Technical Management Application Management - 6.IT Operations Management Service Operations processes Event Management Request Fulfilment Problem Management Access Management Continual Service Improvement Purpose, goal, objectives and scope Models and Processes The Deming Cycle Measurement and metrics The Seven-Step Improvement Process Continual Service Improvement activities Risk Management Continual Service Improvement interfaces Interface with Service Level Management
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ITIL v3 Foundation ITIL v3 edukacija i certifikacija (učionica) ITIL Procesi - Service Strategy procesi: - Business Relationship Management - Financial Management for IT Services - Service Portfolio Management - Strategy Management for IT Services - Demand Management - Service Design procesi: - Service Catalogue Management - Service Level Management - Supplier Management - Availability Management - Capacity Management - IT Service Continuity Management - Information Security Management - Design Coordination - Service Transition procesi: - Change Management - Service Asset and Configuration Management - Release and Deployment Management - Knowledge Management - Transition Planning and Support - Change Evaluation - Service Validation and Testing - Service Operation procesi: - Event Management - Request Fulfilment - Incident Management - Problem Management - Access Management - CSI-proces: - 7-Step-Improvement proces Tip seminara: seminar u učionici Trajanje seminara: 3 dana Certifikat: Da “Garancija prolaska na ispitu”: Ukoliko certifikacijski ispit ne položite iz prve – drugi pokušaj je besplatan Cijena seminara: 735 EUR + PDV Cijena ceritifikacijskog ispita: 170 EUR + PDV Popust na cijenu seminara 40%: tri ili više osoba iz iste organizacije ( 420 EUR + PDV) Popust na cijenu seminara 30%: dvije osobe iz iste organizacije ( 515 EUR + PDV) Popust na cijenu seminara 20%: polaznici drugih seminara (588 EUR + PDV) Jezik: predavanja hrvatski ili engleski, prateća literatura i certifikacijski ispit engleski. ITIL v3 Foundation seminar daje pregled bitnih principa i izazova IT Service Managementa bazirano na preporukama ITIL v3. Seminar je koristan za sve IT stručnjake, a naročito one odgovorne za planiranje, dizajn, uspostavu, nadzor i upravljanje IT uslugama. Seminar je sukladan zahtjevima Axelos-a (službeni akrediter za ITIL) i njime se stiču znanja potrebna za certifikat ITIL v3 IT Service Management Foundation, koji donosi 2 boda na putu prema ITIL Expert-u. ITIL v3 Foundation certifikat je preduvjet za sve daljnje certifikacijske seminare u ITIL v3 certifikacijskoj shemi. Jezik: Jezik predavanja je hrvatski ili engleski, a prateća literatura i certifikacijski ispit je na engleskom jeziku. Seminar je namijenjen… svima u IT-u. Sadržaj seminara Uvod u IT Service Management i ITIL v3, odnosno pregled osnovnih koncepata, definicija, modela, procesa i funkcija sadržanih u 5 svezaka ITIL v3 dobrih praksi: - Service Strategy – postavljanje smjernica te razumjevanje općih poslovnih ciljeva i očekivanja s ciljem utvrđivanja strategije IT usluga - Service Design – definiranje skupa novih ili promijenjenih poslovnih zahtjeva te razvoj rješenja koja udovoljavaju specificiranim poslovnim potrebama - Service Transition – postavljanje smjernica za tranziciju dizajniranih usluga u produkcijsku okolinu (upravljanje infrastrukturom, znanjem, promjenama, rizicima i osiguranje kvalitete) - Service Operation – postizanje izvrsnosti u okviru svakodnevnih poslovnih aktivnosti. Pružanje usluga i podrška korisnicima usluga. - Continual Service Improvement – očuvanje kvalitete usluga u vremenu utemeljeno na postavljanju vizije i ciljeva, definiciji CSF i KPI te mjerenju i korekciji. - Seminara uključuje pripremu za polaganje ispita za ITIL v3 Foundation in IT Service Management Foundation certifikat, uključivo simulaciju samog ispita. - više o sadržaju seminara: ITIL Foundation Course Syllabus Ciljevi seminara - Usvojiti terminologiju, koncepte i definicije ITILa - Razumjeti ITIL pristup koji opisuje 5 faza životnog ciklusa usluge - Upoznati ključne ITIL procese i funkcije te njihov doprinos u izvršavanju IT Service Management aktivnosti (ciljevi procesa, najbolje prakse, aktivnosti, uloge) - Uočiti prednosti korištenja ITIL najboljih praksi - Sklopiti mozaik procesa u jednu veliku sliku; upoznati zavisnosti procesa, - Diskutirati, analizirati i sagledati mogućnost primjene ITIL preporuka u vlastitoj organizaciji - Opcionalno: dokazati stečeno znanje polaganjem ispita i ostvarivanje ITIL Foundation certifikata - Primjer ITIL Foundation certifikacijskog ispita Preduvjeti - Znanje engleskog jezika - Iako nije uvjet, poželjno je radno iskustvo u IT-u. Certifikacijski ispit Ispit: Ispit se sastoji od 40 multiple-choice pitanja na engleskom jeziku. Vrijeme predviđeno za riješavanje ispita je 60min; odnosno 75 min i korištenje riječnika ukoliko engleski nije materinji jezik. Nije dopušteno konzultiranje literature. Za prolaz je potrebno minimalno 65% točnih odgovora ( odnosno 26/40). Primjeri ispita: Primjere ITIL Foundation ispitnih pitanja možete pronaći u našoj ITIL bazi znanja