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> Formations > Technologies numériques > Management des Systèmes d'Information > Référentiels ITIL®, ISO, COBIT®... > Formation ITIL® 3/2011 LifeCycle, Continual Service Improvement, certification > Formations > Technologies numériques > Formation ITIL® 3/2011 LifeCycle, Continual Service Improvement, certification

ITIL® 3/2011 LifeCycle, Continual Service Improvement, certification

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ITIL® 3/2011 LifeCycle, Continual Service Improvement, certification

tutorat inclus
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ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: - The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a free-standing qualification, but is also pa


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Parcours en ligne

Réf : YTC
  21 h
Prix : 875 € HT
Langue : FR
Cette formation est également disponible en anglais.




ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: - The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a free-standing qualification, but is also pa

Objectifs pédagogiques

À l’issue de la formation, le participant sera en mesure de :
  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks
  • In addition, the training for this certification should include examination preparation, and a
  • mock examination opportunity.
  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks
  • In addition, the training for this certification should include examination preparation, and a
  • mock examination opportunity.

Objectifs pédagogiques

Public concerné

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application

Public concerné

Prérequis

An ITIL® Foundation certificate is required and preferably two years work experience in an IT Service Management environment.

Prérequis

Pédagogie

Travaux pratiques
Exam Format: Multiple choice, scenariobased, gradient scored questions. Number of Questions: 8. Pass Score: 28/40 or 70%. Exam Delivery: Online or paper based. Exam Duration: 90 minutes. Open/Closed Book: Closed Book
Méthodes pédagogiques
This fully AXELOS accredited, self-managed eLearning course, will provide you with all relevant knowledge to pass your Service Transition exam and gain your certification. We do however advise to add time with a “Live” instructor or coach to enhance the learning and acquire deeper insight into the material taught in this course. During the access purchased through the license, this ITIL® Intermed

Pédagogie

Programme de la formation

COURSE INTRODUCTION
  • Purpose, objectives and measurements of CSI
  • The scope of CSI
  • Activities that support CSI
  • The value to business
  • Continual Service Improvement Approach
  • The business questions to CSI
  • The context of CSI in the ITIL® Service Lifecycle
  • Inputs and outputs of CSI
  • The ITIL® Certification Scheme
  • Purpose, objectives and measurements of CSI
  • The scope of CSI
  • Activities that support CSI
  • The value to business
  • Continual Service Improvement Approach
  • The business questions to CSI
  • The context of CSI in the ITIL® Service Lifecycle
  • Inputs and outputs of CSI
  • The ITIL® Certification Scheme
  • Purpose, objectives and measurements of CSI
  • The scope of CSI
  • Activities that support CSI
  • The value to business
  • Continual Service Improvement Approach
  • The business questions to CSI
  • The context of CSI in the ITIL® Service Lifecycle
  • Inputs and outputs of CSI
  • The ITIL® Certification Scheme
  • Purpose, objectives and measurements of CSI
  • The scope of CSI
  • Activities that support CSI
  • The value to business
  • Continual Service Improvement Approach
  • The business questions to CSI
  • The context of CSI in the ITIL® Service Lifecycle
  • Inputs and outputs of CSI
  • The ITIL® Certification Scheme

CSI PRINCIPLES
  • CSI and organizational change
  • Ownership of CSI
  • The CSI register
  • CSI and Service Level Management
  • CSI and Knowledge Management
  • The Deming Cycle
  • Service Measurement
  • The seven step Improvement Process
  • Governance
  • Frameworks, models, standards and quality systems
  • CSI and organizational change
  • Ownership of CSI
  • The CSI register
  • CSI and Service Level Management
  • CSI and Knowledge Management
  • The Deming Cycle
  • Service Measurement
  • The seven step Improvement Process
  • Governance
  • Frameworks, models, standards and quality systems
  • CSI and organizational change
  • Ownership of CSI
  • The CSI register
  • CSI and Service Level Management
  • CSI and Knowledge Management
  • The Deming Cycle
  • Service Measurement
  • The seven step Improvement Process
  • Governance
  • Frameworks, models, standards and quality systems
  • CSI and organizational change
  • Ownership of CSI
  • The CSI register
  • CSI and Service Level Management
  • CSI and Knowledge Management
  • The Deming Cycle
  • Service Measurement
  • The seven step Improvement Process
  • Governance
  • Frameworks, models, standards and quality systems

PROCESSES
  • The seven step Improvement Process
  • Scope
  • Value to the Business,
  • Principles and basic concepts
  • Triggers, Inputs, Outputs
  • Interfaces with other processes and roles
  • CSF’s and KPI’s
  • Challenges
  • The seven step Improvement Process
  • Scope
  • Value to the Business,
  • Principles and basic concepts
  • Triggers, Inputs, Outputs
  • Interfaces with other processes and roles
  • CSF’s and KPI’s
  • Challenges
  • The seven step Improvement Process
  • Scope
  • Value to the Business,
  • Principles and basic concepts
  • Triggers, Inputs, Outputs
  • Interfaces with other processes and roles
  • CSF’s and KPI’s
  • Challenges
  • The seven step Improvement Process
  • Scope
  • Value to the Business,
  • Principles and basic concepts
  • Triggers, Inputs, Outputs
  • Interfaces with other processes and roles
  • CSF’s and KPI’s
  • Challenges

METHODS AND TECHNIQUES
  • The Goal of CSI
  • The PDCA Cycle
  • Assessments
  • Process maturity
  • Benchmarking and CSI
  • Service measurements
  • Metrics (Balanced Scorecard)
  • SWOT analysis
  • Return on Investment
  • Service reporting
  • CSI and other SM Processes
  • The Goal of CSI
  • The PDCA Cycle
  • Assessments
  • Process maturity
  • Benchmarking and CSI
  • Service measurements
  • Metrics (Balanced Scorecard)
  • SWOT analysis
  • Return on Investment
  • Service reporting
  • CSI and other SM Processes
  • The Goal of CSI
  • The PDCA Cycle
  • Assessments
  • Process maturity
  • Benchmarking and CSI
  • Service measurements
  • Metrics (Balanced Scorecard)
  • SWOT analysis
  • Return on Investment
  • Service reporting
  • CSI and other SM Processes
  • The Goal of CSI
  • The PDCA Cycle
  • Assessments
  • Process maturity
  • Benchmarking and CSI
  • Service measurements
  • Metrics (Balanced Scorecard)
  • SWOT analysis
  • Return on Investment
  • Service reporting
  • CSI and other SM Processes

ORGANIZING CSI
  • Roles in ITIL®
  • Activities and skill levels
  • Role comparison matrices
  • RACI
  • Roles in ITIL®
  • Activities and skill levels
  • Role comparison matrices
  • RACI
  • Roles in ITIL®
  • Activities and skill levels
  • Role comparison matrices
  • RACI
  • Roles in ITIL®
  • Activities and skill levels
  • Role comparison matrices
  • RACI

TECHNOLOGY CONSIDERATIONS
  • Tools that enable and support CSI activities
  • IT Service Management Suites
  • System and Network Management
  • Event Management
  • Automated Incident / Problem Resolution
  • Performance Management
  • Stastical Tool Analysis
  • Project and Portfolio Management
  • Financial Management Business Intelligence Reporting
  • Tools that enable and support CSI activities
  • IT Service Management Suites
  • System and Network Management
  • Event Management
  • Automated Incident / Problem Resolution
  • Performance Management
  • Stastical Tool Analysis
  • Project and Portfolio Management
  • Financial Management Business Intelligence Reporting
  • Tools that enable and support CSI activities
  • IT Service Management Suites
  • System and Network Management
  • Event Management
  • Automated Incident / Problem Resolution
  • Performance Management
  • Stastical Tool Analysis
  • Project and Portfolio Management
  • Financial Management Business Intelligence Reporting
  • Tools that enable and support CSI activities
  • IT Service Management Suites
  • System and Network Management
  • Event Management
  • Automated Incident / Problem Resolution
  • Performance Management
  • Stastical Tool Analysis
  • Project and Portfolio Management
  • Financial Management Business Intelligence Reporting

IMPLEMENTING CSI
  • Where to start
  • Role of Governance in CSI
  • Organizational Change and CSI (Kotter)
  • Communications Strategy and Plan
  • Where to start
  • Role of Governance in CSI
  • Organizational Change and CSI (Kotter)
  • Communications Strategy and Plan
  • Where to start
  • Role of Governance in CSI
  • Organizational Change and CSI (Kotter)
  • Communications Strategy and Plan
  • Where to start
  • Role of Governance in CSI
  • Organizational Change and CSI (Kotter)
  • Communications Strategy and Plan

CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
  • CSI Challenges
  • Critical Success Factors
  • Risks
  • Value
  • Benefits
  • Costs
  • CSI Challenges
  • Critical Success Factors
  • Risks
  • Value
  • Benefits
  • Costs
  • CSI Challenges
  • Critical Success Factors
  • Risks
  • Value
  • Benefits
  • Costs
  • CSI Challenges
  • Critical Success Factors
  • Risks
  • Value
  • Benefits
  • Costs

APPENDICES
  • Business Case study and exercises
  • Mock exams and guidance
  • Glossary
  • Evaluation forms
  • Business Case study and exercises
  • Mock exams and guidance
  • Glossary
  • Evaluation forms
  • Business Case study and exercises
  • Mock exams and guidance
  • Glossary
  • Evaluation forms
  • Business Case study and exercises
  • Mock exams and guidance
  • Glossary
  • Evaluation forms


Programme de la formation

Inclus

Tutorat
Bénéficiez de l’accompagnement d’un formateur expert du domaine pour vous guider et renforcer votre apprentissage.

Inclus

Points forts

  • Formation scénarisée et gamifiée
  • Séquences de courte durée
  • Activités digitales variées et illimitées pendant 1 an
  • Partage d’expérience et activités sociales
  • Tutorat personnalisé inclus
  • Accès multi-device (smartphone, tablette ou ordinateur)

Points forts

Solutions de financement

Selon votre situation, votre formation peut être financée par :
  • Le plan de développement des compétences de votre entreprise : rapprochez-vous de votre service RH.
  • Le dispositif FNE-Formation.
  • L’OPCO (opérateurs de compétences) de votre entreprise.
  • Pôle Emploi sous réserve de l’acceptation de votre dossier par votre conseiller Pôle Emploi.
  • Le plan de développement des compétences de votre entreprise : rapprochez-vous de votre service RH.
  • Le dispositif FNE-Formation.
  • L’OPCO (opérateurs de compétences) de votre entreprise.
  • Pôle Emploi sous réserve de l’acceptation de votre dossier par votre conseiller Pôle Emploi.
Contactez nos équipes pour en savoir plus sur les financements à activer.

Solutions de financement