شبكة التخطيط العمراني بسم الله الرحمن الرحيم
A 3-day interactive course that provides valuable insight into the IT Service Lifecycle covering processes, activities, roles and functions which are key to the delivery of quality services in supporting the business objectives. This course is based on the IT Infrastructure Library (ITIL) ® best practices guidance for IT Service Management.
The course will be delivered through lectures, presentation slides and discussions. Group exercises, fact sheets and individual practice exams questions, all of which allow delegates to apply the concepts of best practice guidance and test their understanding will be provided as additional inputs for the course.
This course will be conducted in association with QSIT India, which is an accredited EXIN Partner (EP and ACP)
COURSE OBJECTIVES
To provide service providers with additional skills to better manage their IT processes and services.
To provide business managers inputs on better aligning business objectives with IT services.
To prepare the participant to get certified in ITIL foundation certificate
COURSE CONTENTS
Introduction to Service Management
The Service Lifecycle
Objectives and business value for each phase of the lifecycle
Main goals and value to the business provided by each lifecycle phase
Generic Concepts and Key Principles
Processes and Functions
Characteristics of a process
Objectives, business value, basic concepts, roles and interfaces of
Service Portfolio Management, Service Level Management
Incident Management, Change Management
Objectives and basic concepts of:
Demand Management , Financial Management
Service Catalogue Management, Availability Management
Capacity Management , Supplier Management
Information Security Management
IT Service Continuity Management
Service Asset and Configuration Management
Release and Deployment Management
Event Management , Problem Management
Request Fulfillment , Access Management
The 7 step improvement process
Overview of the functions:
Service Desk, Application Management
Operations Management , Technical Management
Organization structure and key roles
Technology and Architecture
Who Should Attend
People working in IT Service Management
IT Service Providers, IT Directors and Managers , CIO’s
Business Managers , Service Management Consultants
Any organization that depends on IT Services
Pre-requisite
A fair knowledge of IT Services
Good grasp of English
Delivery Method
Full day interactive, instructor led classroom sessions, using PowerPoint slides.
Other Courses @ AL-JEHAT for March-April 2009
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Mar 28 – Apr 1, 2009Sun Certified Java Programmer [SCJP]Apr 04, 2009Adobe Flex 3: Developing Rich Internet Applications
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Jan Mohammed , ITIL
(Instructor)
Jan Mohammed has a rich technical background of 13 years into the IT field working in various capacities and roles from time to time.
He has expertise in Application Development, Quality Assurance, Service Management, Business and technical consulting, training, ERP implementation and large scale projects management.
His skills include but are not limited to Microsoft technologies, ITIL compliant solutions, BI and analytics, access security and biometrics, enterprise systems security and patch management.
Over the years he has managed several large and medium sized projects for industries like, construction and contracting, government agencies, healthcare, aviation, IT service organizations.
He has been involved in ISO certifications and audits and has provided organizations with consulting expertise on drafting process and procedures for better IT service management. He has also implemented ITIL compliant service management solutions for a few organizations.
Benefits
For the individual
Leverages your career graph with the process based skills gained.
Provides a better understanding on how to improve the quality of services offered
Gives an insight into creating and establishing your own process and procedures that adapt to your role and organization
For the organization
Reduced costs
Improved IT services
Improved customer satisfaction
Standards and guidance
Improved productivity
Improved use of skills and experience
Improved delivery of third party services through the specification of ITIL
Materials Provided
Course manual
Practice tests
Fact Sheets
Date & Location
Date : March 23 – 25, 2009
Location: AL-JEHAT, Dammam, Saudi Arabia
Timings
Registration: 08:00 am
Workshop: 8:00am – 4:00 pm
Registration Fee
Single Person : USD 786
Group of 4 : USD 2850
Click Here to Register