Infrastructure Library
Kursy przygotowujące do certyfikatów z ITIL
ITIL® ( Information Technology Infrastructure Library) – to biblioteka wiedzy zawierająca zbiór dobrych praktyk – zaleceń opisujących w jaki sposób efektywnie i skutecznie oferować usługi informatyczne. To wiedza, która można poznać, adoptować do warunków własnej organizacji i wdrożyć.
ITIL® wprowadza wspólny słownik pojęć, systematykę procesów IT i relacji między nimi, promuje jakościowe podejście w celu osiągania biznesowej efektywności oraz skutecznego użytkowania systemów teleinformatycznych.
Najlepsze praktyki zebrane w bibliotece ITIL® są stosowane w ponad 15 000 wiodących na rynku przedsiębiorstw z całego świata i popierane przez szerokie grono dostawców usług IT, akredytowanych centrów szkoleniowych oraz firm konsultingowych.
ITIL V2 Foundation Exam
IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2 exam
Elementy składowe ścieżki certyfikacyjnej:
- MENTORING
24 h wsparcie ITIL eksperta poprzez chat i e-mail.
- PRE TEST
zawiera zestaw pytań, które znajdą się w egzaminie certyfikującym. Dzięki nim można w komfortowy sposób przygotować się do egzaminu wykonując jego próbną wersję.
- KURSY (9): 13,5 h
ITIL and the Service Lifecycle 1,5 h
- match the organizations involved with the IT infrastructure library and examinations with their role
- identify the reasons for ITIL’s success
- identify the features of the ITIL qualification and examination scheme
- identify how a service can provide value
- identify the features of services
- identify the features of Service Management
- recognize the importance of Service Management and the challenges service providers face
- match each ITIL volume with a description of what it provides
- recognize the goals and objectives of each Lifecycle phase
- recognize the scope of each Service Lifecycle phase
- recognize the value of each Service Lifecycle phase
- recognize the characteristics of lifecycle functions and processes
- recognize the scope, goals and objectives, and Service Lifecycle phase in a given example
Service Strategy Fundamentals 2 h
- recognize how organizations use assets to create and add value
- recognize how to implement service automation guidelines
- identify the advantages of service automation
- recognize how to use basic Service Strategies to add value
- recognize examples of defining the market activities
- recognize how identifying the market space helps when developing offerings
- recognize how to determine if there is value in a service
- identify how the Service Portfolio assists in developing offerings
- identify reasons why organizations should develop Service Management as a strategic asset
- recognize how an organization develops Service Management as a strategic asset in a given example
- recognize examples of the first five steps in preparing for execution
- recognize examples of steps six to ten in preparing for execution
- recognize how to perform Service Strategy activities
Service Strategy Processes 1h
- identify the role of Pattern of Business Activity (PBA) and User Profile (UP) in Demand Management
- distinguish between SLPs and CSPs
- recognize the characteristics of Financial Management concepts
- recognize examples of Financial
- Management key inputs
- recognize examples of Financial Management key outputs
- recognize key features of Risk Management
- recognize how to manage Service Strategy in given scenarios
Service Design Fundamentals 1,5 h
- identify the five aspects of Service Design
- recognize how to ensure that Service
- Design scope is aligned with business needs
- identify considerations when designing a service solution
- identify the options of status within the Service Portfolio
- match roles in the Enterprise Architecture with their functions
- recognize the areas to consider when designing a management architecture that integrates IT needs with business needs
- identify the features of process design
- recognize scenarios that illustrate metric tree benefits
- demonstrate knowledge of the five aspects of Service Design
Service Design Processes 2 h
- recognize the basic concepts of Service Level Management
- identify the objectives of Service Level Management
- recognize how to conduct the activities involved in the negotiating phase of the SLM process
- recognize how to conduct the activities in the monitoring and reporting phases of the SLM process
- recognize the activities in the reviewing phase of the SLM process
- Identify the basics of Service Level Management and how to conduct process activities
- recognize the characteristics of the Service Catalog
- recognize which Availability Management formula to use in given scenarios
- recognize the responsibilities of the Service Catalog manager and the availability manager
- calculate availability, reliability, and maintainability
- recognize the focus of Capacity Management subprocesses
- recognize the components of the Supplier and Contracts Database
- recognize the responsibilities of the capacity manager and the supplier manager
- recognize the components of the ISM and the objectives of the ISMS elements
- sequence the stages of ITSCM Lifecycle
- recognize the responsibilities of the security manager and the IT service continuity manager
- recognize Service Design processes, objectives, and basic concepts
- identify Change Management scope and objectives
- identify policies that support Change Management
- recognize examples of normal, standard, and emergency changes
- recognize factors to consider when recording and reviewing the RFC
- recognize factors to consider when assessing and evaluating the change
- recognize factors to consider when authorizing, coordinating, reviewing, and closing the change
- recognize how components and processes are affected by the Change Management process
- recognize factors to consider when implementing a Change Management process
- recognize the functions of the Configuration Management System (CMS)
- recognize how to determine release-unit levels, which deployment option to choose, and what model to use to build and deploy the release
- Define and explain release policies
- identify the components of the DIKW structure
- identify the relationship between the SKMS, CMDB, and CMS
- recognize Service Transition processes, basic concepts in given examples
- identify the best practice principles for effective communication in Service Operation
- identify strategies for facilitating successful meetings
- recognize the purpose and characteristics of common service operation meetings
- determine which service desk structures to use in given examples
- recognize the dual role of Technical Management
- recognize how IT Operations Management achieves balance between its dual roles
- identify the four roles of Application Management
- recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example
- recognize how to measure effective Incident Management
- sequence examples of the steps in the Incident Management process
- recognize how to respond to an incident in a given example
- recognize examples of event types
- identify the terms pertaining to Access Management
- identify Request Fulfillment objectives and responsibilities
- recognize how to handle problems using the Known Error Database
- match the Problem Management roles with responsibilities
- recognize Service Operation process objectives and terms and how to handle a problem in a given example
Service Transition Processes and Principles 2 h
- recognize the basic concepts of Service Level Management
- identify the objectives of Service Level Management
- recognize how to conduct the activities involved in the negotiating phase of the SLM process
- recognize how to conduct the activities in the monitoring and reporting phases of the SLM process
- recognize the activities in the reviewing phase of the SLM process
- Identify the basics of Service Level Management and how to conduct process activities
- recognize the characteristics of the Service Catalog
- recognize which Availability Management formula to use in given scenarios
- recognize the responsibilities of the Service Catalog manager and the availability manager
- calculate availability, reliability, and maintainability
- recognize the focus of Capacity Management subprocesses
- recognize the components of the Supplier and Contracts Database
- recognize the responsibilities of the capacity manager and the supplier manager
- recognize the components of the ISM and the objectives of the ISMS elements
- sequence the stages of ITSCM Lifecycle
- recognize the responsibilities of the security manager and the IT service continuity manager
- recognize Service Design processes, objectives, and basic concepts
- identify Change Management scope and objectives
- identify policies that support Change Management
- recognize examples of normal, standard, and emergency changes
- recognize factors to consider when recording and reviewing the RFC
- recognize factors to consider when assessing and evaluating the change
- recognize factors to consider when authorizing, coordinating, reviewing, and closing the change
- recognize how components and processes are affected by the Change Management process
- recognize factors to consider when implementing a Change Management process
- recognize the functions of the Configuration Management System (CMS)
- recognize how to determine release-unit levels, which deployment option to choose, and what model to use to build and deploy the release
- Define and explain release policies
- identify the components of the DIKW structure
- identify the relationship between the SKMS, CMDB, and CMS
- recognize Service Transition processes, basic concepts in given examples
- identify the best practice principles for effective communication in Service Operation
- identify strategies for facilitating successful meetings
- recognize the purpose and characteristics of common service operation meetings
- determine which service desk structures to use in given examples
- recognize the dual role of Technical Management
- recognize how IT Operations Management achieves balance between its dual roles
- identify the four roles of Application Management
- recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example
Service Operation Principles and Functions 1 h
- identify the best practice principles for effective communication in Service Operation
- identify strategies for facilitating successful meetings
- recognize the purpose and characteristics of common service operation meetings
- determine which service desk structures to use in given examples
- recognize the dual role of Technical Management
- recognize how IT Operations Management achieves balance between its dual roles
- identify the four roles of Application Management
- recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example
Service Operation Processes 1,5 h
- recognize how to measure effective Incident Management
- sequence examples of the steps in the Incident Management process
- recognize how to respond to an incident in a given example
- recognize examples of event types
- identify the terms pertaining to Access Management
- identify Request Fulfillment objectives and responsibilities
- recognize how to handle problems using the Known Error Database
- match the Problem Management roles with responsibilities
- recognize Service Operation process objectives and terms and how to handle a problem in a given example
Continual Service Improvement Fundamentals 1 h
- identify the metrics organizations gather to support CSI activities
- identify the role of SLAs and SIPs in Service Level Management
- recognize how to determine metrics and measurements and how Service Level Management activities support CSI
- Match process owner and service owner with responsibilities
- recognize how to implement the Deming cycle in CSI in a given example
- sequence the steps in the CSI model
- identify the characteristics of the RACI authority matrix
- recognize CSI roles and responsibilities and how models support CSI