ITIL V3. FUNDAMENTAL

ITIL V3. FUNDAMENTAL

Tanggal  
12-14 Mei 2012

Pukul
09.00 – 16.30 WIB

Tempat
Estubizi Business Center
Setiabudi Building 2 Lantai 1
Jl.HR.Rasuna Said ,Kuningan
Jakarta Selatan

Descriptions :
This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

Objectives
The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organizations.

• To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
• To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination

PROGRAM OUTLINE :
The course is assignment based, with practical coursework. It is based upon the  OGC’s ITIL Books:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.

There is particular importance placed on developing an underlying service culture within the IT organization.

Segment 1:
Introduction to Service Management: The importance of Service Management

• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice

Segment 2:
The Service Lifecycle : The objectives and business value for each phase of the lifecycle. The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Segment 3:
Key Principles and models of ITSM : Key Principles and models of ITSM:

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model

Segment 4:
The Processes and Functions: Define the characteristics of a process

• The objectives, business value, basic concepts, roles and interfaces of:
  • Service Portfolio Management
  • Service Level Management
  • Incident Management
  • Change Management
• The objectives and basic concepts of:
  • Demand Management
  • Financial Management
  • Service Catalogue Management
  • Availability Management
  • Capacity Management
  • Supplier Management
  • Information Security Management
  • IT Service Continuity Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Event Management
  • Problem Management
  • Request Fulfillment
  • Access Management
  • The 7 step improvement process
• Explanation of the functions:- Service Desk, Application Management, Operations
  Management, Technical Management
• Organization structure and key roles
  Using the RACI model
• Technology and Architecture
  Generic requirement for an integrated set of ITSM technology

Segment 5: Documentation
Comprehensive course documentation is provided

Segment 6: Cases: ITIL  cases

AUDIENCE TARGET

1. Managers involved and related in the IT operations
2. IT staff and executives involved in risk management and  business process improvement
3. Information technology professionals involved in projects that are concerned, in part, with the automation of business processes
4. IT Managers and Practitioners involved in the strategy, design, and implementation and ongoing delivery of business-used IT services and who require an insight into Service Management best practice

Instructor :
DR.IR.Fauzi Hasan, MM, MBA, PMP, CISA, CISSP, SSCP, CISM, CGEIT, CPRC, CSCP, APICS, Cert. , ITIL Expert, Change Management (APMG), Prince2

INVESTASI :
Rp. 4.250.000,- / peserta.
Peserta Non-Residential. Sudah termasuk Meeting Package, Training Kits, Modul Pelatihan dan Sertifikat.