ITIL Foundations V3

Klik hier om de informatie over deze training te downloaden.
Experience ITIL, and start using repeatable, documented Processes

Doelstelling

Objectives 

  • To prepare participants for the Foundation certificate in Service Management.
  • To enable participants to articulate the purpose and objectives of Service   Management.
  • To introduce the concepts and processes of Service Management: a controlled and disciplined approach to the support and delivery of quality services.
  • To appreciate how a framework, process and procedures are essential in providing a stable quality service.
  • To understand the ITIL processes and procedures needed to deliver effective,   quality IT.
  • To identify key elements of the eleven ITIL Service Management disciplines.
  • To appreciate the crucial role planning plays in delivering Quality IT services.
  • To show how essential it is to monitor and measure in order to quantify successful service delivery.
  • To understand the crucial role SLA’s play in ensuring both customer and IT supplier understand an organizations business and IT requirements.

Doelgroep

Business consultants, Business analysts, Project Managers, IT professionals.

Voorkennis

Basic working knowledge of IT or experience of working in a customer service role.

Lesstof

ITIL Fundamentals
  • Origins, development and governance of the ITIL methodology
  • Defining IT Service Management
  • Reviewing the structure and scope of the Foundation Certification examination
  • People, process and technology
Implementing the Service Desk function and Incident Management
  • Distinguishing the Service Desk from call centers and help desks
  • Costing the Service Desk
  • Service Desk business benefits
  • Identifying incidents
  • Categorizing and prioritizing incidents
  • Investigating and processing incidents through to closure
  • Significance of monitoring and reporting
Identifying and resolving problems
  • Minimizing the adverse effects of incidents and problems
  • Proactive and reactive problem management
  • Getting to the root cause
  • Progressing error correction
Controlling change via Change Management
  • Setting up a change advisory board
  • Analyzing the impact of proposed changes
  • Establishing standard methods and procedures for managing change
Blueprinting infrastructure through Configuration Management
  • Relationship with incidents, problems, changes and releases
  • Identifying, controlling and maintaining configuration items
  • Measuring compliance
Release Management from planning to deployment
  • Working through Release Management stages
  • Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
  • Accounting for technical and non-technical aspects of the release
Structuring the Service Level Management (SIM) life cycle
  • Operation Level Agreements (OLA)      
  • Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)   
  • Planning, implementing and delivering Service Level Agreements (SLA)       
  • Continual improvement of delivering service
Ensuring availability
  • Meeting business objectives through Availability Management       
  • Planning, improving, measuring and reporting for availability
  • Applying the ARMSS model of Availability Management
  • Measuring system unavailability
Maintaining IT Service Continuity
  • Initiation, requirement analysis, and strategy definition
  • Implementation and operational management
  • Identifying, planning and managing for risks and risk impacts
  • Invoking contingency plans in crisis situations
Building effective Capacity Management
  • Managing business, service and resource capacity
  • Monitoring capacity
  • Tuning systems to optimize performance
  • Designing and delivering a Capacity Database (CDB)
Planning effective Financial Management
  • Developing, budgeting, charging and accounting systems for IT services  
  • Planning ongoing management and operation
  • Providing essential management information for workable and cost-effective operations
Securing infrastructure processes
  • Managing confidentiality, integrity and availability (C-I-A) of data
  • Integration of Security Management with other ITIL processes

Deelnamecertificaat

U ontvangt na afloop van de training een certificaat van Internet Opleidingscentrum, waarop staat vermeld dat u de training "ITIL Foundations" heeft gevolgd.

Tijdsduur

Deze cursus duurt drie dagen, van 09.30 - ca. 16.30 uur. Tussen 12.30 - 13.00 uur is er een lunch. Koffie, thee en frisdrank zijn de gehele dag beschikbaar.

Kosten

De cursus kost EUR 1.450,00 per persoon, excl. BTW. Inclusief lesmateriaal, koffie/thee en lunch.

Cursusdata

ITIL Foundations V3 - 3 dagen
2017 november
december
2018 januari
februari
maart
april
( Voldoende plaats Voldoende plaats, Bijna Vol Bijna Vol, Vol Vol, Vol Last Minute )
(Klik op de gewenste datum)

Let op: Getoond wordt steeds de 1e dag van 3 aaneengesloten werkdagen, tenzij hieronder bij Inschrijven anders staat aangegeven!

Indien u 3 of meer deelnemers heeft voor deze cursus maar hierboven geen geschikte datum kunt vinden, kunnen we in veel gevallen voor u een extra datum inplannen. Neem in dat geval even contact met ons op.

Inschrijven

U kunt zich inschrijven voor deze cursus door het online inschrijfformulier in te vullen. Tevens kunt u ons vragen stellen per E-mail op info@ioc.nl. Natuurlijk kunt u zich ook schriftelijk opgeven. U kunt hiervoor gebruik maken van het inschrijfformulier (PDF), welke wij u graag op verzoek toesturen of faxen.
Bel ons: 0318 - 64 86 80.
 

Contact