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.
The five modules of ITIL® v3
- Strategy strategy.
- Service Design.
- Service Transition.
- Service Operation.
- Continual Service Improvement.
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.
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.
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.
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.
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.
5d
- 35h00 
