ITIL® Foundation Course - Seminar / Kurs von Integrata Cegos GmbH

Instructor-Led Course

Inhalte

  • 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. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Zielgruppen

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

Termine und Orte

Datum Uhrzeit Dauer Preis
Berlin, DE
15.06.2020 - 17.06.2020 10:00 - 16:00 Uhr 24 h Jetzt buchen ›
Frankfurt am Main, DE
17.02.2020 - 19.02.2020 10:00 - 16:00 Uhr 24 h Jetzt buchen ›

SG-Seminar-Nr.: 5358253

Anbieter-Seminar-Nr.: 2421

Termine

  • 17.02.2020 - 19.02.2020

    Frankfurt am Main, DE

  • 15.06.2020 - 17.06.2020

    Berlin, DE

Preise inkl. MwSt. Es können Gebühren anfallen. Für eine exakte Preisauskunft wählen Sie bitte einen Termin aus.

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Datum Uhrzeit Dauer Preis
Berlin, DE
15.06.2020 - 17.06.2020 10:00 - 16:00 Uhr 24 h Jetzt buchen ›
Frankfurt am Main, DE
17.02.2020 - 19.02.2020 10:00 - 16:00 Uhr 24 h Jetzt buchen ›