ITIL Foundation Course - Seminar / Kurs von PROKODA GmbH

Knowledge about IT services and business processes would be an advantage.

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

Zielgruppen

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

Termine und Orte

Datum Uhrzeit Dauer Preis
Hamburg, DE
18.11.2019 - 20.11.2019 09:00 - 16:00 Uhr 24 h Jetzt buchen ›
18.11.2019 - 20.11.2019 09:00 - 16:00 Uhr 24 h Jetzt buchen ›

SG-Seminar-Nr.: 5285657

Termine

  • 18.11.2019 - 20.11.2019

    Hamburg, DE

    Hamburg, DE

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Datum Uhrzeit Dauer Preis
Hamburg, DE
18.11.2019 - 20.11.2019 09:00 - 16:00 Uhr 24 h Jetzt buchen ›
18.11.2019 - 20.11.2019 09:00 - 16:00 Uhr 24 h Jetzt buchen ›