ITIL® Overview workshop

ITIL® Overview Workshop

Difficulty level:	Duration in days:	Delivery options:
	1	Classroom based \|

ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

Learn about the international standard for IT Service Management (ITSM) as well as being guided about how to implement what you’ve learned. This course is specifically designed for anyone working in IT wanting to gain knowledge in IT Service Management best practice. Our ITIL® training teaches essentials of IT Infrastructure Library (ITIL®) and helps you to understand how your organisation can benefit significantly by applying the ITIL principles to your work environment.
- Communicate the meaning and relevance of ITSM within the IT organization and within the client organization, and can assist in setting up, managing and harmonizing ITIL® processes with the other management processes.
- Understand the use of the IT infrastructure, the Business perspective, as well as basic understanding of real-life implementation and management issues
- Understand, Measure, Analyze and Report ITSM processes
- Understand the ITIL® lifecycle model
- Determine and understand business and IT requirements by obtaining information from the client and/or business
- Support the tools and procedures necessary
The target group of the ITIL® Foundation certificate in IT Service Management is:
- 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 organisation.
- IT professionals that are working within an organisation that has adopted and adaptedITIL® 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.
There are no formal criteria or pre-requisites for candidates wishing to attend this course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended.

Event	Event Date	Event End Date	Location	Individual Price
ITIL® Foundation	29/01/19 8:30	31/01/19 4:30	Skopje	550,00€
ITIL® Foundation	04/02/19 8:30	06/02/19 4:30	Ljubljana	760,00€
ITIL® Service Operation	04/02/19 9:00	06/02/19 5:00	Skopje	900,00€
ITIL® Continual Service Improvement	11/02/19 8:30	13/02/19 4:30	Ljubljana	1.200,00€
ITIL® Service Operation	04/03/19 8:30	06/03/19 4:30	Ljubljana	1.200,00€
ITIL® Foundation	05/03/19 8:30	07/03/19 4:30	Belgrade	550,00€
ITIL® Foundation	05/03/19 8:30	07/03/19 4:30	Skopje	550,00€
ITIL® Service Strategy	18/03/19 8:30	20/03/19 4:30	Zagreb	1.200,00€
ITIL® Service Transition	25/03/19 8:30	27/03/19 4:30	Ljubljana	1.200,00€
ITIL® Service Transition	13/05/19 8:30	15/05/19 4:30	Zagreb	1.200,00€
ITIL® Service Design	03/06/19 8:30	05/06/19 4:30	Zagreb	1.200,00€
ITIL® Overview on-line	24x7	24x7	on-line	200,00€
ITIL® Foundation on-line	24x7	24x7	on-line	350,00€

Course Contents

- What ITIL is and what it is not. Who is the owner and other general information.
- What are the drivers for better IT Management, useful guidance and what are best practices.
- Definition of Service, Service Management and IT Service Management.
- Functions, Roles and Processes.
- What is Service Lifecycle.
Definition of Service value.

Service Portfolio Management.

Financial Management.

Demand Management.

Business Relationship Management.

Strategy Management for IT Services.
Service Level Management.

Service Catalogue Management.

Availability Management.

Information Security Management.

Supplier Management.

Capacity Management.

IT Service Continuity Management.
Change Management.

Service Asset and Configuration Management.

Release & Deployment Management.

Service Validation & Testing.

Knowledge Management.
Incident Management.

Problem Management.

Event Management.

Access Management.

Request Fulfiment.

Service Desk.

Technical Management.

IT Operations.

Application Management.
Introduction to Continual Service Improvement.

CSI Register, CSI Approach, Deming Cycle.

Metrics, KPIs.

The need of measurement, etc.