Intended for:

ITIL stands for Information Technology Infrastructure Library and is the most popular framework for IT service management. This seminar is designed for managers and all IT professionals who will, through this seminar, be introduced to the best and most famous framework for IT service management today.

Goal

This seminar will teach you:

• to implement 26 process of this framework in real-world environments.
• how to choose the right IT tool for managing services to offer clients and
• best practices for the implementation of ISO / IEC 20000 standard as the only standard for IT service management.

Agenda

Day 1

• Lecture 1 – Basic concepts of ITSM, ITIL framework basic meaning, connection of ITIL to another ITSM framework and standards, Service Strategy Phase

• Lecture 2 – Strategy Management for IT services, Financial Management for IT services, Demand Management, Service Portfolio Management, Business Relationship Management

• Lecture 3 – Service Design, Design Coordination, Service Catalogue Management, Service Level Management, Capacity Management, Availability Management

Day 2  

• Lecture4 – IT Service Continuity Management, Information Security Management, Supplier Management, Service Transition, Transition Planning and Support, Change Management

• Lecture 5 – Service Asset an Configuration Management, Release and Deployment Management, Service Validation and Testing, Change Evaluation, Knowledge Management, Service Operation

• Lecture 6 – Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, ITIL framework Functions

Day 3

• Lecture 7 – Service Desk, Technical Management, Application Management, IT Operations Management, Continual Service Improvement, 7-Step Continual Service Improvement Process

• Lecture 8 – Example of ITIL implementation  with a practical example of a real organization, exam preparation

• EXAM

Certification

On the last day of the seminar on the program is a certification exam. The certificate that gain accredited by the APMG International as the only international accredited organization responsible for issuing the certificate. The certificate is valid until you end your professional career and is recognized all over the world. Once you pass this certification, you can still go in laying other certificates in this area that you can ensure our company.

Lecturer: Prof. Dr. Tanović ALen, dip.el.ing.

Price: 7.950,00 kn + VAT

The price includes: a three-day lecture for ITIL Foundation certification exam and access exam, certification for ITIL Founadation, materials and books for ITIL Foundation, lunch and refreshments during breaks.