ITIL Life Cycle V3

ITIL Manager: Service Operation (Official ITIL V3 Lifecycle Certification) mokymo kursas yra privalomas, jei norite laikyti II lygio ITIL V3 egzaminą. Kursas vedamas anglų kalba, po kurso įgaunate teisę dalyvauti egzamine ("paper based"). Šiuo metu tai vienintelis būdas gauti šį sertifikatą. Egzamino kaina neįeina į mokymų kainą.

Mokymų aprašymas anglų kalba :

COURSE OVERVIEW

This comprehensive four-day official ITIL® V3 lifecycle certification course will provide you with critical knowledge and practical guidance on the service delivery and support phase within ITIL V3’s service lifecycle model, viewed as the “factory” of IT.

Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:
- Incident Management
- Problem Management
- Request Fulfillment
- Event Management
- Access Management
Review of core Service Operation activities, including:
- Monitoring and Control
- Mainframe Management
- Server Management and Support
- Network Management
- Database Management
- Desktop Support
- Internet/Web Management
- Facilities and Datacenter Management
Interaction of Service Operation processes with other Service Lifecycle processes
Mapping of Service Operation functions to roles, responsibilities and activities
Technology considerations for Service Operation

Improve your organization’s business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment
Establish enterprise IT operations and monitoring practices to assure successful IT service delivery
Stabilize steady state and lights on practices by integrating events to Incident and Problem Management
Stop Service Desk horror stories by implementing end-to-end ownership of Incidents
Assure that the promise of the implemented services are meeting the needs of the customers
Move from reactive operations to proactive management by assuring support processes adhere to defined policies
Understand how the traditional functions of IT Management play multiple critical roles across various IT processes
Assure the type and amount of application and technical resources are available when needed

Service Operation staff should have in place processes and support tools that provide an end-to-end view of Service Operation and delivery, rather than separate components such as hardware, software applications and networks. This overall view facilitates the detection of any threats or failures to service quality, and must be extended to encompass external aspects of service provision, including, where necessary, shared or interfacing processes and tools.

This course also prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Operation.

COURSE & INSTRUCTOR ACCREDITATION

Your instructor is a highly experienced ITIL-certified member of consulting team. Further, he or she is qualified to teach this course as defined by Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organizations worldwide.

WHO SHOULD ATTEND & PREREQUISITES

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in day-to-day IT operations.

Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

EXAM, CERTIFICATIONS & AWARDS

This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Operation. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate
You will attain 3 ITIL credits
You will attain 25 professional development units (PDUs) for Project Managers
You will attain 2.5 Continuing Education Units

CLASS SIZE

Maximum class size is 18 students per instructor.

Important note: Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 21 hours of personal study by reviewing the Service Operation syllabus and the publication in preparation for the examination.

The Service Operation publication is included in the course fee. Participants will receive the book along with your course manual on the first day of class.