Taking the two certification exams "ITIL® Foundation" and "ISO/IEC 20000 Foundation": 40 multiple-choice questions for each exam (1 point per question) to be completed in 60 minutes. Certification is attained if the candidate gets at least 26 answers correct (65%).
A case study will allow the participant to analyze the IS service management application and identify areas for performance improvement.
Course schedule
1
ITIL® v3 referential presentation.
Origins of the referential. ITIL® approach and philosophy. Main concepts.
IT services and services strategy definition.
IT governance. Introducing the management service and its life cycle.
2
The five modules of ITIL® v3
Strategy strategy.
Service Design.
Service Transition.
Service Operation.
Continual Service Improvement.
3
The services management process
The service management control process.
The resolution process.
The processes of service delivery.
Relations management process.
Exercise
Case studies presentation : defining the importance of IT Service Management.
4
ISO / IEC 20000 basic introduction
Comparison between ISO / IEC 20000 and ITIL® v3. Basic principles and elements ISO / IEC 20000.
Aligning Business / IT. The ISO / IEC 20000 for organizations.
Implementation risks.
5
ISO / IEC 20000 scope and use
ISO / IEC 20000 scope and structure Part - 1.
ISO / IEC 20000 scope and structure Part - 2.
Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2.
ISO / IEC 20000 scope and structure Part - 3.
Exercise
Presenting concrete examples to clearly define the perimeters of each party ISO / IEC 20000.
6
ISO / IEC 20000 Global Management System
ISO / IEC 20000 terms and définitions.
How to use the 4 P.
The service management system.
Planning and implementation of service management.
The design and transition of new or changed services.
Exercise
Overall presentation of the different phases of the IT service management.
7
ISO / IEC 20000 scope and applicability
The organization.
Corporate governance and its relationship with IT.
IT service management.
Exam preparation.
Hands-on work
Certification exam.
Customer reviews
5 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class
Dernières places
Date garantie en présentiel ou à distance
Session garantie
No session at the moment, we invite you to consult the schedule of distance classes.
5d
- 35h00 
Download in PDF format
Share this course by email