Cours ITIL® Expert (Service Manager)

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Objectif

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

Contenu

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

Langue du cours

FR

Remarque(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

Support de cours

Supports de cours inclus

Durée

20 jour(s)

Prix

18000.- CHF

Nos cours collectifs

Aucune session programmée

Conditions générales de vente