This 4-day course introduces the concepts of IT Service Management (ITSM) based on Version 3 of the IT infrastructure Library (ITIL). It describes the IT Service Management Lifecycle. It also provides a set of specialized organizational capabilities for providing value to customers in the form of services. The course includes Race to Results Sevice Management Simulation at no extra costs.

Upon successful completion of this course participants will be able to:

• Gain a fundamental understanding of the ITSM lifecycle
• Gain the knowledge necessary to prepare for the “Foundation Certificate in IT Service Management” examination from EXIN, ISEB or APM Group

Benefits to You

• Identify the lifecycle and fundamental processes involved in IT Service Management and how to integrate them into your business’ IT service model
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency
• Learn to move the reactive relationship between IT and users to a proactive relationship
• Learn ITSM concepts via an exciting and interactive simulation

Detailed course outline

Service Management as a Practice
• Introduction to IT Service Management
• ITIL introduction

Service Lifecycle
• Introduction of the lifecycle stages

Key Principles, Models and Concepts
• Introduction to key principles, models and concepts

Concepts, Roles and Functions
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Technology and Architecture
• Architecture and technology to manage the IT Services

ITIL® Qualification Scheme

Revision and Mock Examination

The HP Race to Results Service Management simulation is an exciting and interactive workshop where participants experience the business benefits that Service Management (SM) can bring to their organizations. Set in the context of the “high octane” world of motor racing, the simulation is a 1/2 day program that provides participants with a high-level overview of SM. By applying ITIL lifecycle concepts, processes and culture of SM, participants aim to win the Championship through increased SM organizational maturity that leads to dramatic increases in business and race performance.

Course Objective

The objective of the simulation is to give a practical introduction to just the basics of SM and its essential elements and to give participants the opportunity to experience hands-on how their application can improve business performance.

• Detailed simulation description (pdf / 103 kb)

Delivery date: 30.6. - 3.7.2009
Price: 1.300 EUR + VAT (+ optional 140 EUR + VAT for the certification)
Duration: 4 days
Location: Housing Co. d.o.o., Vodovodna 100, 1000 Ljubljana, Slovenia

To enroll, please visit http://h41156.www4.hp.com/education/details.aspx?cc=eem&ll=en&id=6986.

Audience

All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization.

Prerequisites

Experience and knowledge of IT computing environments are useful but not essential.

Level
Beginner

The course is organized in cooperation with Hewlett Packard Slovenia.

• ITIL V3 Foundation (pdf / 1.017 kb)