imatica.nl

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.

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

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

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

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.

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

ITIL Foundations V3 - 3 dagen 2024 april mei juni juli augustus september ( Voldoende plaats, Bijna 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.

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.