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ITIL® 3/2011 LifeCycle, Service Operation, certification

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ITIL® 3/2011 LifeCycle, Service Operation, 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 primary 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® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candid


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Réf : YTN
  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 primary 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® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candid

Objectifs pédagogiques

À l’issue de la formation, le participant sera en mesure de :
  • Introduction to Service Operation
  • Service Operation principles
  • Service Operation processes
  • Common Service Operation activities
  • Organizing for Service Operation: functions
  • Technology considerations
  • Implementation of Service Operation
  • Challenges, critical success factors and risks.
  • In addition, the training for this certification includes examination preparation, and a mock examination.
  • Introduction to Service Operation
  • Service Operation principles
  • Service Operation processes
  • Common Service Operation activities
  • Organizing for Service Operation: functions
  • Technology considerations
  • Implementation of Service Operation
  • Challenges, critical success factors and risks.
  • In addition, the training for this certification includes examination preparation, and a mock examination.

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 activitie 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 APMG 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 IT

Pédagogie

Programme de la formation

COURSE INTRODUCTION
  • Introduction to Service Operation
  • Introduction to Service Operation
  • Purpose and objectives
  • Purpose and objectives
  • Scope of Service Operation
  • Scope of Service Operation
  • Context within the Service Lifecycle
  • Context within the Service Lifecycle
  • Short summary of the lifecycle phases
  • Short summary of the lifecycle phases
  • Service Operation Fundamentals
  • Service Operation Fundamentals
  • The Processes within Service Operation
  • The Processes within Service Operation
  • The functions within Service Operation
  • The functions within Service Operation
  • The value to the business
  • The value to the business
  • The ITIL® Certification scheme
  • The ITIL® Certification scheme
  • The exam format
  • The exam format
  • Introduction to Service Operation
  • Introduction to Service Operation
  • Purpose and objectives
  • Purpose and objectives
  • Scope of Service Operation
  • Scope of Service Operation
  • Context within the Service Lifecycle
  • Context within the Service Lifecycle
  • Short summary of the lifecycle phases
  • Short summary of the lifecycle phases
  • Service Operation Fundamentals
  • Service Operation Fundamentals
  • The Processes within Service Operation
  • The Processes within Service Operation
  • The functions within Service Operation
  • The functions within Service Operation
  • The value to the business
  • The value to the business
  • The ITIL® Certification scheme
  • The ITIL® Certification scheme
  • The exam format
  • The exam format

PRINCIPLES
  • Organizational issues including: Functions, Groups, Teams, Departments, Divisions and Roles
  • Organizational issues including: Functions, Groups, Teams, Departments, Divisions and Roles
  • Achieving balance; stability versus responsiveness, internal versus external view, etc.
  • Achieving balance; stability versus responsiveness, internal versus external view, etc.
  • Providing Service
  • Providing Service
  • Involvement in Service Strategy, Design, Transition and CSI
  • Involvement in Service Strategy, Design, Transition and CSI
  • Operational Health
  • Operational Health
  • Communication
  • Communication
  • Documentation
  • Documentation
  • Inputs and outputs to the other lifecycle phases
  • Inputs and outputs to the other lifecycle phases
  • Organizational issues including: Functions, Groups, Teams, Departments, Divisions and Roles
  • Organizational issues including: Functions, Groups, Teams, Departments, Divisions and Roles
  • Achieving balance; stability versus responsiveness, internal versus external view, etc.
  • Achieving balance; stability versus responsiveness, internal versus external view, etc.
  • Providing Service
  • Providing Service
  • Involvement in Service Strategy, Design, Transition and CSI
  • Involvement in Service Strategy, Design, Transition and CSI
  • Operational Health
  • Operational Health
  • Communication
  • Communication
  • Documentation
  • Documentation
  • Inputs and outputs to the other lifecycle phases
  • Inputs and outputs to the other lifecycle phases

PROCESSES
  • Event Management
  • Event Management
  • Incident Management
  • Incident Management
  • Request Fulfillment
  • Request Fulfillment
  • Problem Management
  • Problem Management
  • Access Management
  • Access Management
  • Event Management
  • Event Management
  • Incident Management
  • Incident Management
  • Request Fulfillment
  • Request Fulfillment
  • Problem Management
  • Problem Management
  • Access Management
  • Access Management

ACTIVITIES
  • Monitoring and Control
  • Monitoring and Control
  • IT Operations
  • IT Operations
  • Mainframe Management
  • Mainframe Management
  • Server Management
  • Server Management
  • Network Management
  • Network Management
  • Storage and Archive
  • Storage and Archive
  • Database Management
  • Database Management
  • Directory Services Management
  • Directory Services Management
  • Desktop Support
  • Desktop Support
  • Middleware Management
  • Middleware Management
  • Internet/Web Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • Facilities and Data Center Management
  • IT Security Management in relation to Service Operation
  • IT Security Management in relation to Service Operation
  • Improvement activities
  • Improvement activities
  • Operational Activities of processes covered in other lifecycle stages
  • Operational Activities of processes covered in other lifecycle stages
  • Monitoring and Control
  • Monitoring and Control
  • IT Operations
  • IT Operations
  • Mainframe Management
  • Mainframe Management
  • Server Management
  • Server Management
  • Network Management
  • Network Management
  • Storage and Archive
  • Storage and Archive
  • Database Management
  • Database Management
  • Directory Services Management
  • Directory Services Management
  • Desktop Support
  • Desktop Support
  • Middleware Management
  • Middleware Management
  • Internet/Web Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • Facilities and Data Center Management
  • IT Security Management in relation to Service Operation
  • IT Security Management in relation to Service Operation
  • Improvement activities
  • Improvement activities
  • Operational Activities of processes covered in other lifecycle stages
  • Operational Activities of processes covered in other lifecycle stages

ORGANIZING SERVICE OPERATION
  • Functions
  • Functions
  • Service Desk
  • Service Desk
  • Technical Management
  • Technical Management
  • IT Operations Management
  • IT Operations Management
  • Application Management
  • Application Management
  • Roles and Responsibilities
  • Roles and Responsibilities
  • Organizational Structures
  • Organizational Structures
  • Functions
  • Functions
  • Service Desk
  • Service Desk
  • Technical Management
  • Technical Management
  • IT Operations Management
  • IT Operations Management
  • Application Management
  • Application Management
  • Roles and Responsibilities
  • Roles and Responsibilities
  • Organizational Structures
  • Organizational Structures

TECHNOLOGY CONSIDERATIONS
  • Generic Requirements
  • Generic Requirements
  • Event Management
  • Event Management
  • Incident Management
  • Incident Management
  • Request Fulfillment
  • Request Fulfillment
  • Problem Management
  • Problem Management
  • Access Management
  • Access Management
  • Service Desk
  • Service Desk
  • Generic Requirements
  • Generic Requirements
  • Event Management
  • Event Management
  • Incident Management
  • Incident Management
  • Request Fulfillment
  • Request Fulfillment
  • Problem Management
  • Problem Management
  • Access Management
  • Access Management
  • Service Desk
  • Service Desk

IMPLEMENTATION AND IMPROVEMENT
  • Managing Change in Service Operations
  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operations
  • Assessing and Managing Risk in Service Operations
  • Operational Staff in Design and Transition
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies
  • Planning and Implementing Service Management Technologies
  • Managing Change in Service Operations
  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operations
  • Assessing and Managing Risk in Service Operations
  • Operational Staff in Design and Transition
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies
  • Planning and Implementing Service Management Technologies

CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
  • Challenges for Service Operation Managers
  • Challenges for Service Operation Managers
  • Critical Success Factors
  • Critical Success Factors
  • Risks
  • Risks
  • Challenges for Service Operation Managers
  • Challenges for Service Operation Managers
  • Critical Success Factors
  • Critical Success Factors
  • Risks
  • Risks

EXAM PREPARATION
  • Sample Exams
  • Sample Exams
  • Feedback
  • Feedback
  • Recap
  • Recap
  • Sample Exams
  • Sample Exams
  • Feedback
  • Feedback
  • Recap
  • Recap


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