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ITIL® 2011 Foundation Course Overview The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for service management. The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for service management without further guidance. This Two days course is designed to effectively prepare aspiring service professionals to sit and pass the ITIL® Examination from PEOPLECERT. Target Group The target group of the ITIL Foundation certificate in IT Service Management is drawn from: - Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. - IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners. Learning Objectives Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification. - Service management as a practice (comprehension) - The ITIL service lifecycle (comprehension) - Generic concepts and definitions (awareness) - Key principles and models (comprehension) - Selected processes (awareness) - Selected functions (awareness) - Selected roles (awareness) - Technology and architecture (awareness) - Competence and training (awareness) COURSE OUTLINE Service Lifecycle - Details the basic terminologies of IT Service Industry - Understand IT Service Management and RACI matrix Service Strategy - Financial Management - Demand Management - Service Portfolio Management - Service Improvement Plans - Business Relationship Management Service Design - Service Level Management - Service Level Agreement - Operational Level Agreement - Underpinning Contract - Supplier Management - Availability Management - Capacity Management - Information Security Management - Service Catalogue Management - Service Design Packages Service Transition - Service V Model - Evaluation, Testing, Validation, Release and Deployment - Change Management - Service Asset and Configuration Management - Knowledge Management Service Operation - Event Management, Incident Management - Access Management - Request Fulfillment - Problem Management - Local Service Desk - Centralized Service Desk - Virtual Service Desk - Follow-the-sun Service Desk - Technical Management - Applications Management - IT Operations Management - Facilities Management - Operations Control Continual Service Improvement (CSI) - CSI Approach - 7-Step improvement process - Deming’s cycle Learning Outcome what you will learn: Key concepts, terms, and principles of Service Management 5 Modules in ITSM Complete understanding of what is required to pass the ITIL® 2011 Foundation Exam Target Audience This 2-days course is perfect for those who are involved in the service industry and aspiring to get accredited from a global body. The AXELOS logo, AXELOS swirl logo and ITIL® are registered trademarks of AXELOS Limited
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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