ITIL® Foundation Course - Seminar / Kurs von Integrata AG

Instructor-Led Course

Inhalte

  • Why IT service management?: Quality and quantity of IT service - IT as ideal support of business processes with regard to business objectives - Creation of guidelines for decision-making - Deduction of key figures for service provision - Optimal resource allocation - Definition of responsibilities - Customer and service orientation instead of internal technical orientation - Adoption of a service culture within an enterprise
  • IT Infrastructure Library: ITIL® as process model for quality oriented IT services - Guidance for planning, delivery and support of first-class IT services - Continuous and consistent work flows - Consistent vocabulary of concepts - Support for IT service management implementation
  • The Service Lifecycle: Transformation of the ITIL® framework to a holistic model - Service Strategy - Service Design - Service Transition - Service Transformation - Continual Service Improvement
  • Service Strategy: Strategic relevance of service management - Value generation by means of services - Service Strategy: market, definition, offers, assets - Service economy: financial management, ROI, Service Portfolio Management - Strategy and organization: Development, design, culture - Technology: automation, interfaces, tools
  • Service Design: Service Portfolio Design, business and service requirements, process design - Guideline for implementing outsourced services
  • Service Transition: Change Management - Asset & Configuration Management - Knowledge Management System - Service V-model
  • Service Operation: Balanced relationship between IT services and technology components - Stability and responsiveness - Quality of Service and cost of service
  • Continual Service Improvement: The Continual Service Improvement Model - Business values and metrics - Technical metrics - Process metrics - Service metrics
  • Interfaces to other industry standards: COBIT - ISO/IEC 20000 - CMMI - Balanced Scorecard - Quality Management - OSI Framework

Methode

Lecture, discussion, exercises.

Lernziele

In this seminar you acquire the theoretical ITIL® basic knowledge that is required to get the official Foundation exam. The functions of IT Service Management and IT infrastructure are presented, as well as the relevance for their methodical and systematic approach with regard to services are explained. After the seminar you know the essential concepts of ITIL® terminology and the roles that are relevant in the framework of the development, the implementation and the application of IT service management processes. Areas of application and implementation-related advantages are presented to you

Zielgruppen

IT executives, chief information officers, IT managers, service managers, project managers, consultants.

Termine und Orte

Datum Uhrzeit Dauer Preis
Berlin, DE
25.02.2019 - 27.02.2019 09:00 - 17:00 Uhr 24 h Jetzt buchen ›
Hamburg, DE
18.11.2019 - 20.11.2019 09:00 - 17:00 Uhr 24 h Jetzt buchen ›
Stuttgart, DE
14.08.2019 - 16.08.2019 09:00 - 17:00 Uhr 24 h Jetzt buchen ›

SG-Seminar-Nr.: 5128936

Anbieter-Seminar-Nr.: 2421-1

Termine

  • 25.02.2019 - 27.02.2019

    Berlin, DE

  • 14.08.2019 - 16.08.2019

    Stuttgart, DE

  • 18.11.2019 - 20.11.2019

    Hamburg, DE

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Datum Uhrzeit Dauer Preis
Berlin, DE
25.02.2019 - 27.02.2019 09:00 - 17:00 Uhr 24 h Jetzt buchen ›
Hamburg, DE
18.11.2019 - 20.11.2019 09:00 - 17:00 Uhr 24 h Jetzt buchen ›
Stuttgart, DE
14.08.2019 - 16.08.2019 09:00 - 17:00 Uhr 24 h Jetzt buchen ›