Cours ITIL V3 Expert (Service Manager)
Objectif
Le cursus ITIL V3 Service Manager se compose des modules de cours suivants :
- Intermediate Service Operation ITIL v3
- Intermediate Service Transition ITIL v3
- Intermediate Service Design ITIL v3
- Intermediate Service Strategy ITIL v3
- Intermediate Continual Service Improvement ITIL v3
- Managing across the lifecycle
Contenu
Intermediate Service Operation ITIL v3 (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 v3 (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 v3 (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 v3 (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 v3 (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
