Course ITIL® Expert (Service Manager)

Imprimer Retour

Goal

Le cursus ITIL® Service Manager se compose des modules de cours suivants :

  • Intermediate Service Operation ITIL®
  • Intermediate Service Transition ITIL®
  • Intermediate Service Design ITIL®
  • Intermediate Service Strategy ITIL®
  • Intermediate Continual Service Improvement ITIL®
  • Managing across the lifecycle

Content

Intermediate Service Operation ITIL® (3 days)

  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organising Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks.

Intermediate Service Transition ITIL® (3 days)

  • Introduction to Service Transition
  • Service Transition Principles
  • Management and control of all Service Transition activities
  • Service Transition Related activities around communications, commitment and organisational change
  • Organising Service Transition
  • Control and coordination of Service Transition technology related activities
  • Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.

Intermediate Service Design ITIL® (3 days)

  • Management and control of all Service Design activities
  • Management and application of Service Design concepts, inputs, outputs and activities
  • Knowledge of Service Design principles and management of Service Design processes
  • Control and coordination of Service Design technology related activities
  • Justification and control of the organisational and technological issues on Service Design
  • Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.

Intermediate Service Strategy ITIL® (3 days)

  • Service Strategy Principles
  • Defining services and market spaces
  • Conducting Strategic Assessments
  • Financial Management
  • Service Portfolio Management
  • Managing demand
  • Driving strategy through the Service Lifecycle
  • Understanding Critical Success Factors and risks.

Intermediate Continual Service Improvement ITIL® (3 days)

  • Introduction to Continual Service Improvement
  • Continual Service Improvement Principles
  • Continual Service Improvement Process
  • Continual Service Improvement Methods and Techniques
  • Organisation for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementation Considerations
  • Critical success factors and risks.

Managing across the lifecycle (5 days)

  • Introduction to IT Service Management Business and Managerial Issues
  • Managing the Planning and Implementation of IT Service Management
  • Management of Strategic Change
  • Risk Management
  • Understanding Organisational Challenges
  • Service Assessment
  • Understanding Complementary Industry Guidance.

PDU

20

Course Language

FR

Remark(s)

Dates des sessions 2012

Session 1:

  • 27-29 février: Service Operation
  • 05-07 mars: Service Transition
  • 19-21 mars: Service Design
  • 02-04 avril: Service Strategy
  • 16-18 avril: Service Improvement
  • 30 avril-04 mai: Managing across the lifecycle

Session 2:

  • 03-05 septembre: Service Operation
  • 18-20 septembre: Service Transition
  • 01-03 octobre: Service Design
  • 15-17 octobre: Service Strategy
  • 29-31 octobre: Service Improvement
  • 12-16 novembre: Managing across the lifecycle

Course material

Supports de cours inclus

Duration

20 day(s)

Our group lessons

Availability on request

General conditions of sales

If you have any difficulties with physical access or require any assistance please contact our teams.