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  • Continual Service Improvement

    ITIL continual service improvement

    Γενικά για το σεμινάριο:

    ITIL® continual service improvement links improvement efforts and outcomes with service strategy, design, transition and operation. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimize the CSI processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    Goals and scope of CSI
    The purpose and objectives of CSI
    Embedding CSI into organizational processes
    Explaining how CSI creates business value
    CSI approach
    Asking the right business questions to ensure that a CSI initiative is warranted
    Illustrating the interfaces to other ITIL lifecycle stages

    Principles of Continual Service Improvement
    Establishing accountability
    Defining unambiguous ownership and roles
    Supporting the application of CSI with the CSI register
    CSI and service level management
    Providing adequate governance
    Knowledge management as a main element in any improvement initiative
    Implementing and applying CSI with the Deming Cycle
    Service measurement
    Ensuring effective governance with CSI
    Supporting CSI with frameworks, models, standards and quality systems

    The Seven-Step Improvement Process
    Determining what to measure
    Defining what you should measure: measurements that fully support the goals of the organization
    Defining what you can measure
    Conducting gap analysis to identify what can be measured
    Gathering the data
    Processing the data to provide end-to-end perspective on service and/or process performance
    Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
    Presenting and using the information
    Implementing corrective actions
    Integrating CSI with the other lifecycle stages

    Methods and Techniques
    Activities for delivering CSI
    Performing a gap analysis
    Implementing benchmarking
    Designing and analyzing service measurement frameworks
    Creating a return on investment
    Articulating service reporting
    Key metrics
    Technology metrics
    Process metrics (CSFs and KPIs)
    Service metrics
    Initiating a SWOT analysis
    Measuring benefits to the business
    Supporting CSI activities
    Availability management
    Capacity management
    IT service continuity management
    Problem management
    Knowledge management

    Organization and Technology Considerations
    Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
    Choosing organizational structures that support CSI
    Specifying tool requirements for implementation success
    Automated incident and problem resolution
    Statistical analysis tools and business intelligence and reporting

    Implementing Continual Service Improvement
    Key considerations
    Analyzing where to start
    Relating the role of governance
    Determining the effect of organizational change
    Constructing a communications strategy and plan
    Implementation challenges and risks
    Establishing critical success factors and KPIs
    Developing risk-benefit analyses for adoption of continual service improvement

    Διάρκεια: Τρεις ημέρες (24 ώρες).

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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  • IT Quality

    Σεμινάρια IT Quality

    itil 2019 processes

    ITIL® (IT Infrastructure Library), developed by the Cabinet Office, is the most widely accepted approach to IT Service Management (ITSM) in the world, with more than 1.500.000 certified people, as it provides a cohesive set of best practices, drawn from the public and private sectors worldwide. ITIL enables you to fully benefit from proven best practices in IT and is relevant to anyone involved in the delivery or support of IT services. ITIL is aligned with various international quality standards including ISO/IEC 20000 (IT Service Management Code of Practice) and has been adopted by thousands of organizations worldwide, such as NASA, the UK National Health Service (NHS) and Disney.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. 

     

    DevOps process

    DevOps is a set of practices that automates the processes between software development and IT teams, in order that they can build, test, and release software faster and more reliably. The concept of DevOps is founded on building a culture of collaboration between teams that historically functioned in relative siloes. The promised benefits include increased trust, faster software releases, ability to solve critical issues quickly, and better manage unplanned work.

    DevOps certifications

    The DevOps Fundamentals course provides a baseline understanding of key DevOps terminology to ensure everyone is talking the same language and highlights the benefits of DevOps to support organizational success.

    • DevOps Test Engineering (DTE)®

    This comprehensive course addresses testing in a DevOps environment and covers concepts such as the active use of test automation, testing earlier in the development cycle, and instilling testing skills in developers, quality assurance, security, and operational teams.

    • Continuous Delivery Architecture (CDA)℠

    This course is designed for participants who are engaged in the design, implementation, and management of DevOps deployment pipelines and toolchains that support Continuous Integration, Continuous Delivery, Continuous Testing and potentially Continuous Deployment.

    • DevSecOps Engineering (DSOE)℠

    This course explains how DevOps security practices differ from other security approaches and provides the education needed to understand and apply data and security sciences.

    • DevOps Leader (DOL)®

    The DevOps Leader course is a unique and practical experience for participants who want to take a transformational leadership approach and make an impact within their organization by implementing DevOps.

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    ITIL & DevOps έντυπο

    Professional Scrum Product Owner

    Professional Scrum Product Owner long logo

    Being a professional Product Owner encompasses more than writing requirements or managing a Product Backlog. Product Owners need to have a concrete understanding of all product management aspects, including but not limited to product ownership, that drives value from their products. 

    Professional Scrum Product OwnerTM (PSPO) is a 2-day course that focuses on all of these areas to teach students how to maximize the value of products and systems. PSPO is the cutting-edge course for Product Owners, Agile product managers and anyone responsible for a product’s success in the market. In this course, students will develop and solidify their knowledge of being a Product Owner through instruction and team-based exercises.

    The course also includes a free attempt at the globally recognized Professional Scrum Product Owner I certification exam (PSPO I).

     

    IT Security

    cisa_cism_cissp

    • Certified Information System Auditor
      The CISA designation is a globally recognized certification for IS audit control, assurance and security professionals. Being CISA-certified showcases your audit experience, skills and knowledge, and demonstrates you are capable to assess vulnerabilities, report on compliance and institute controls within the enterprise. (official page
      )
    • Certified Information Security Manager
      Demonstrate your information security management expertise.
      The uniquely management-focused CISM certification promotes international security practices and recognizes the individual who manages, designs, and oversees and assesses an enterprise’s information security. (official page)
    • Certified Information Systems Security Professional
      This cybersecurity certification is an elite way to demonstrate your knowledge, advance your career and become a member of a community of cybersecurity leaders. It shows you have all it takes to design, engineer, implement and run an information security program.
      The CISSP is an objective measure of excellence. It’s the most globally recognized standard of achievement in the industry. And this cybersecurity certification was the first information security credential to meet the strict conditions of ISO/IEC Standard 17024. (official page)

     

     

     

     

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  • ITIL Intermediate

    itil intermediate

    The ITIL® Intermediate level has a modular structure with each module holding a different focus. ITIL Intermediate candidates can take as few or as many ITIL Intermediate certifications as they require to suit their ITIL intermediate exams and certification needs.

    For a broad management focus of ITIL practice areas, the Service Lifecycle modules will be of interest to you:

    For a more intense, specialized, process-level knowledge in one or more processes, with focus on the day-to-day execution of ITIL practices, the Service Capability modules will be of interest to you:

    Some individuals may wish to concentrate on one stream of modules, however candidates may also choose to select modules from both Service Lifecycle and Service Capability streams to gain a holistic view of an entire stage from both a high level management level and the detailed, technical perspective.

    ITIL Managing Across the Lifecycle Qualification

    The ITIL Managing Across the Lifecycle Qualification completes the Intermediate stream. This particular module is aimed at those candidates interested in achieving ITIL Expert Level, for which this module is a key requirement.

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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  • ITIL Intermediate

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  • Operational Support and Analysis

    ITIL Operational Support and Analysis

    Γενικά για το σεμινάριο:

    Successful implementation of ITIL® operational support and analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the OSA processes and gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve ITIL Intermediate Qualification: Operational Support and Analysis certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    Service management as a practice
    The service value proposition
    Optimizing operational service performance
    The role of OSA processes in the lifecycle
    How OSA supports the service lifecycle

    Core Service Operation Processes
    Event management
    The purpose, goal and objectives of event management
    Explaining triggers, inputs, outputs and the process interfaces
    Using critical success factors to check effectiveness and efficiency
    Employing active and passive monitoring tools
    Incident management
    Managing the incident lifecycle
    Identifying process activities, methods and techniques and how they relate to the service lifecycle
    Interaction with design services
    Incident management involvement on information management
    Request fulfillment
    Scope of the processes
    The policies, principles and the request model concept
    Dealing with service requests from users
    How KPIs can verify effectiveness and efficiency of the request fulfillment process
    Problem management
    The objectives of the problem management process
    Managing the lifecycle of problems
    Value to the business and the service lifecycle
    Identifying triggers, input and output to other processes
    Analyzing critical success factors to check efficiency
    Access management
    Policies, principles and basic concepts
    Managing authorized user access
    Distinguishing access management and information management
    Executing security and availability management policies
    Challenges and critical success factors
    Verifying effectiveness and efficiency

    Service Desk
    Establishing the service desk objectives
    Organizational structures and staffing options
    Providing a single point of contact
    Measuring effectiveness and efficiency
    Impact of service desk on customer perception
    Reasons and options for outsourcing the service desk

    Service Operation Functions
    Functions of technical management, IT operations management and application management
    How the functions contribute to OSA
    Identifying the roles of each function
    Distinguishing the objectives of each function
    Analyzing the function's activities

    Technology Considerations
    Generic technology requirements
    Evaluation criteria for technology and tooling for process implementation
    Planning and implementing service management technologies
    Assessing and managing the project, risk and staffing for process implementation
    Identifying the critical success factors and risks related to implementing practices and processes

    Implementation Considerations
    Managing change in service operation
    Examining implementation aspects of service operation and project management
    Assessing and managing risk in service operation
    Operational staff considerations in service design and transition
    How to plan and implement service management technologies

    Διάρκεια: Τρεις ημέρες (24 ώρες).

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

    Read More

  • Planning, Protection and Optimization

    ITIL Planning Protection and Optimization

    Γενικά για το σεμινάριο:

    ITIL® planning, protection and optimization best practices ensure IT departments can cost-effectively manage customer demand, availability and capacity while mitigating risk. In this course, you learn how to plan, implement and optimize the PPO processes and gain the skills required to take the ITIL Intermediate Qualification: Planning, Protection and Optimization Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve ITIL Intermediate Qualification: Planning, Protection and Optimization Certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    PPO in the context of the service lifecycle
    Service optimization
    Service design basics
    The role of design coordination within PPO

    Capacity Management
    Basic concepts
    Purpose, goals and objectives of capacity management
    Methods and techniques
    Capacity management policies, principles and basic concepts
    Capacity management activities
    Conducting capacity management to contribute to quality assurance
    The capacity management information system
    Meeting cost and time constraints

    Availability Management
    Scope of availability management
    Purpose and objectives
    Availability management in relation to PPO
    Enabling availability management through methods and techniques
    How availability management creates business value
    Concepts and activities
    Triggers, input and output to other processes
    Establishing metrics to ensure process quality
    Demonstrating the efficiency and effectiveness of successful availability management

    IT Service Continuity Management (ITSCM)
    ITSCM to generate business value
    Illustrating the main activities
    Initiation
    Requirements and strategy
    Implementation
    Ongoing operation
    Primary activities
    Policies and principles
    Ensuring quality assurance when introducing services through effective ITSCM
    Managing risks
    Planning for recovery
    Challenges and critical success factors

    Information Security Management (ISM)
    Overview of ISM
    Analyzing how ISM contributes to quality assurance for new services
    How ISM generates business value
    Aligning IT security with business security
    Key activities for ISM implementation
    Methods and techniques
    Ensuring confidentiality, integrity and availability
    Key metrics to measure success
    Challenges and risks of ISM

    Demand Management
    Purpose of demand management
    Scope and objectives
    Service strategy and demand management
    Coupling capacity with demand
    Identifying demand management patterns
    Activities, methods and techniques
    Influencing customer demand
    Managing demand for service
    Demand management techniques

    Roles and Responsibilities
    Defining the key roles for executing each process step
    Process manager and process practitioner
    Capacity management
    Availability management
    IT service continuity management
    Information security management

    Technology and Implementation Considerations
    Generic requirements and evaluation criteria
    Special technology functions and features related to PPO
    Good practices for implementation
    Determining the evaluation criteria for technology and process implementation
    Challenges, critical success factors and risks
    Designing technology architecture
    Considerations for planning and implementing service management technologies

    Διάρκεια: Τρεις ημέρες (24 ώρες).

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

     

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  • Release, Control and Validation

    ITIL Release Control and Validation

    Γενικά για το σεμινάριο:

    To implement new services in a controlled and cost-effective manner, IT departments must successfully implement ITIL® release, control and validation best practices. In this course, you learn how to plan, implement and optimize the RCV processes and gain the skills required to take the ITIL Intermediate Qualification: Release, Control and Validation Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve ITIL Intermediate Qualification: Release, Control and Validation Certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    Exploring the purpose and objectives of the service transition stream
    The scope of the service transition phase in relation to the RCV processes
    Developing an effective service transition strategy
    The approach and best practices in planning and coordinating service transition activities

    Core Release, Control and Validation Processes
    Change management
    Purpose, goals and objectives
    Implementing change with minimal disruption and rework
    Evaluating business, technical and financial aspects
    Achieving successful service transition
    Activities, methods and techniques
    Post-implementation review
    Key metrics to measure success
    Service asset and configuration management (SACM)
    Business value of the SACM process
    Activities, methods and techniques
    Supporting the effective execution of the SACM process using a configuration management system (CMS)
    Describing the tools, activity model and deliverables for executing each key activity
    Effectively measuring the SACM process with metrics
    Typical day-to-day configuration management activities
    Service validation and testing (SVT)
    How SVT creates business value
    Identifying how policies can drive and support the execution of the SVT process
    Triggers, inputs, outputs and interfaces with other processes
    Acquiring relevant test data
    Building quality service deliverables using test levels and test models
    Measuring the SVT process in terms of business value contribution
    Release and deployment management (RDM)
    Analyzing how services are released into production to enable effective use of services
    Planning, scheduling and controlling releases
    Identifying clear planning conditions including pass/fail criteria
    Illustrating the main activities and how they relate to RCV
    The key steps for performing the actual transfer
    Defining metrics for process quality

    Request Fulfillment and Change Evaluation
    Analyzing how service requests should be handled
    Request fulfillment to establish a self-help service practice
    Identifying the differences between request fulfillment and incident management
    Evaluating services against target performance in the context of change
    Meeting committed service level performance
    Intended and unintended effects of a change
    Evaluating predicted service performance and actual performance

    Knowledge Management (KM)
    The business value of the KM process
    Identifying what constitutes an effective KM strategy
    Analyzing the basic layers of the KM concept using the DIKW structure
    Describing the key steps of effective data and information management

    Roles and Responsibilities
    Change management
    Service asset and configuration management
    Release and deployment management
    Request fulfillment and change evaluation

    Technology and Implementation Considerations
    Technology as part of implementing service management
    Evaluation criteria for service management tools
    Identifying good practices with service design
    Challenges, critical success factors and risks
    Managing change in operations
    How to plan and implement service management technologies

    Διάρκεια: Τρεις ημέρες (24 ώρες).

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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  • Service Design

    itil service design 1

    Γενικά για το σεμινάριο:

    This course is valuable for those who want to achieve the ITIL® Intermediate Qualification: Service Design Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Το σεμινάριο Απευθύνεται:

    ITIL service design best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the service design processes and gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Διάρκεια:  Τρεις ημέρες (24 ώρες).

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    Purpose and goals
    Scope of service design
    Doing it right the first time
    Designing new and changed service
    How service design creates business value
    Key Service Design Principles
    Five aspects of service design
    Designing service solutions
    Designing supporting systems and the service portfolio
    Technology architectures, processes and design aspects
    Measurement, methods and metrics

    Service-oriented architecture principles
    Holistic service design
    Design activities and their constraints
    The importance of balanced design
    Service requirements, business requirements and drivers
    Four Ps of Design
    People
    Products
    Processes
    Partners

    Service Design Processes
    Service catalog management
    Managing the service catalog
    Providing a central source of information on IT services delivered to the business by the service provider
    Ensuring the business can view an accurate and consistent picture of IT services available, including details and status
    Service level management
    Negotiating, agreeing and documenting appropriate IT service targets with the business
    Monitoring and producing reports on delivery against agreed level of service
    Capacity management
    Matching capacity of IT to agreed business demands
    Capacity management: right resource, right time, right cost
    Availability management
    Ensuring that availability targets are measured and achieved in a cost-effective manner
    Building availability into the design
    IT service continuity management
    Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
    Developing service continuity and recovery plans
    Aligning plans with business needs over time

    Primary Activities of Service Design
    Technology-related activities
    Requirements engineering: requirement types, activities and techniques
    Data and information management activities
    Techniques within application management
    Investigating service design requirements
    Achieving balance between design and existing strategies
    Ensuring inclusion of governance and security controls
    Assembling the service design package
    Producing, maintaining and revising all services, design processes and documents
    Liaising with other design and planning activities
    Aligning with corporate and IT strategies

    Organizing Service Design
    Roles appropriate within service design and service design-focused processes
    Functional role analysis and the use of the RACI matrix
    Defining service design responsibilities
    Aligning information security with business security
    Managing suppliers to ensure quality and value for money

    Service Design and Technology
    Technology considerations for service design
    The tools that benefit service design
    Requirements for service design

    Implementation Challenges and Risks
    The six-stage implementation approach
    Measurements of service design
    Outlining the challenges and risks facing service design
    Establishing critical success factors and key performance indicators (KPIs)
    Developing risk-benefit analyses for adoption of service design

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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  • Service Offerings and Agreements

    ITIL Service Offerings and Agreements

    Γενικά για το σεμινάριο:

    By implementing ITIL® service offerings and agreements best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the SOA processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreements certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    The context in the service lifecycle of the SOA processes
    Strategy management for IT services
    Design coordination

    Service Portfolio and Service Catalog Management
    Principles of service portfolio management
    Relationship to the service catalog and service pipeline
    Thinking strategically
    Achieving customer focus
    Designing the service portfolio
    Allocating resources
    Linking business and IT services
    Integrating the service catalog into the service portfolio
    Purpose, goals and objectives
    Technical and business service catalogs
    Detailing operational services
    Using key metrics and critical success factors
    Producing a service catalog

    Service Level Management (SLM)
    Service level management goals
    The significance of SLM to the service lifecycle
    How SLM creates business value
    Analyzing and explaining the scope of the process
    Policies, principles and basic concepts of SLM
    The service level management process
    Process activities and how they relate to the service lifecycle
    Negotiating service level agreements (SLAs)
    Deliverables, roles and responsibilities
    SLAs, OLAs and review meetings
    Service improvement plans
    Monitoring service performance against SLAs

    Demand and Supplier Management
    Demand management
    Activity-based demand management and business activity patterns
    Managing capacity to maximize value
    Identifying patterns of business activity
    Connecting demand management to the service portfolio
    Supplier management
    Analyzing the use of the supplier management process
    Process, scope and objectives
    Evaluating new suppliers
    Supplier categorization and maintenance of the supplier and contract database
    Ensuring supplier performance
    Contract management and administration

    Financial Management for IT Services
    How financial management contributes to the service lifecycle
    Managing financial considerations
    The scope, purpose and goals of the process
    Basic concepts: funding, accounting and charging
    Principles of financial management
    Value to the business
    Building a business case
    Applying information management
    Generating and disseminating information
    Dealing with challenges and risks

    Business Relationship Management (BRM)
    The purpose, objectives and scope of BRM
    Process activities, methods and techniques
    Triggers, inputs, outputs and interfaces
    Critical success factors and key performance indicators

    Roles and Responsibilities
    Service portfolio management
    Service catalog management
    Service level management
    Supplier manager

    Technology and Implementation Considerations
    Technology implementation as part of implementing service management
    Special technology functions related to SOA
    Generic requirements and evaluation criteria
    Good practices for implementation
    Challenges, critical success factors and risks

    Διάρκεια: Τρεις ημέρες (24 ώρες).

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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  • Service Operation

    itil service operation 1

    Γενικά για το σεμινάριο:

    In order to provide effective and efficient delivery and support of key services and to ensure fair value for the customer and service provider, IT departments must successfully implement ITIL® service operation best practices. In this course, you learn how to plan, implement and optimize the service operation processes and gain the skills required to take the ITIL Intermediate Qualification: Service Operation Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Operation Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    Service operation and the overall ITIL Lifecycle
    Principles and objectives
    Functions and common activities
    How service operation creates business value
    Balancing conflicting goals
    Internal IT vs. external business view
    Stability vs. responsiveness
    Quality of service vs. cost of service
    Reactive and proactive activities

    Core Service Operation Processes
    Policies, principles and basic concepts
    Purpose and objectives
    Value to business
    Process activities, methods and techniques
    Triggers, inputs, outputs and interfaces
    Challenges and risks
    Primary ITIL processes within service operation
    Event management: active and passive monitoring
    Restoring normal service quickly through incident management
    Request fulfillment
    Managing problems with root cause analysis
    Access management

    Common Service Operation Activities
    Monitoring and control of IT operations
    Detecting the status of services and CIs
    Taking appropriate corrective action
    Console management/operations bridge: a central coordination point for monitoring and managing services
    Management of the infrastructure
    Mainframe, server and network management
    Storage and database administration
    Managing directory services and desktop support
    Facilities and datacenter management
    Improving operational activities
    Operational aspects of processes from other lifecycle phases
    Change, configuration and release
    Availability
    Capacity
    Service continuity

    Organizing for Service Operation
    Mapping service operation functions to activities
    Roles and responsibilities
    Understanding the organizational context
    Service operation structure
    Service desk
    Technical management
    IT operations management
    Application management
    Key functions of the service desk
    Logging incidents and requests
    First-line investigation and diagnosis
    Managing the lifecycle of incidents and requests
    Keeping users informed
    Structuring the service desk
    Local vs. centralized
    The virtual service desk
    Follow-the-sun operation

    Technology-Related Issues
    Technology, tools and expertise requirements
    Defining architecture standards
    Involvement in the design and build of new services and operational practices
    Contributing to service design, service transition and continual service improvement projects
    Evaluating change requests
    Matching technology to the organizational situation

    Implementation Challenges and Risks
    Managing change in service operation
    Service operation and project management
    Assessing and managing risk
    Operational staff in design and transition
    Planning and implementing service management technologies
    Identifying critical success factors (CSFs) and how they contribute to service operation

    Διάρκεια: Τρεις ημέρες (24 ώρες).

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

     

    Read More

  • Service Strategy

    itil service strategy1 300x300

    Γενικά για το σεμινάριο:

    Service strategy provides the skills to leverage the service lifecycle as a strategic asset. Service strategy offers guidance on designing, developing and implementing ITIL® service management. In this course, you learn how to plan, implement and optimize the service strategy processes and gain the skills required to take the ITIL Intermediate Qualification: Service Strategy Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Strategy Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Διάρκεια:  Τρεις ημέρες (24 ώρες).

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction to Service Strategy
    Core concepts
    Purpose and objectives of service strategy
    Scope of service strategy and value to business

    Service strategy and the overall ITIL lifecycle
    Strategy concepts and practices applied to service management and IT
    The context of service strategy in relation to design, transition, operation and continual process improvement
    Exploring strategic perspectives, plans, positions and patterns
    Service Strategy Principles
    Deciding on service strategy
    Defining services
    Basic approach to deciding a strategy
    Utilizing the four Ps of service strategy
    Perspective
    Position
    Plan
    Pattern
    Strategy and opposing dynamics
    Leveraging the combined use of utility and warranty
    Defining and creating value
    Assets: customer, service and strategic
    Choosing service providers
    Meeting business outcomes
    Outperforming competitors
    Service economics and sourcing strategies
    Strategy inputs and outputs within the service lifecycle

    Service Strategy Processes
    Creating effective service strategies
    Integrating the five service strategy processes with the lifecycle
    Creating value for the business
    Strategy execution
    Strategy and financial management for IT services
    Purpose and objectives
    Describing the process activities
    Service portfolio management
    Identifying process activities, methods and techniques
    Applying value to business
    Demand management
    Strategies for demand management
    Profiling, segmentation and service packaging strategies
    Demand and customer outcomes
    Business relationship management
    Distinguishing triggers, inputs, outputs and interferences
    Critical success factors and key performance indicators
    Challenges and risks

    Analyzing IT Governance
    What is IT governance?
    How strategy relates to governance
    Setting strategy
    Leveraging governance frameworks and bodies to set strategy
    Implementing governance
    Evaluate, direct, monitor
    Producing a governance framework
    Distinguishing governance bodies

    Technology Considerations
    Organizing for service strategy
    Identifying organizational development
    Applying organizational departmentalization
    Deciding organizational design
    Technology and service strategy
    Automating service
    Analyzing and producing service interfaces

    Implementing Service Strategy
    Developing implementation strategies that follow a lifecycle approach
    Implementation through the lifecycle
    Following a lifecycle approach

    Critical Success Factors and Risks
    Providing insight and guidance for strategic challenges, risks and critical success factors
    Determining the viability of strategic positions and plans
    Challenges, benefits and risks
    Types of risks and high-level approaches for mitigating risk

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

    Read More

  • Service Transition

    itil service transition

    Γενικά για το σεμινάριο:

    Successful implementation of ITIL® service transition best practices enables IT departments to develop capabilities for transitioning new and changed services into operations, ensuring that requirements are effectively realized while controlling the risks of failure and disruption. In this course, you learn how to plan, implement and optimize the service transition processes and gain the skills required to take the ITIL Intermediate Qualification: Service Transition Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Transition Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    Purpose and objectives
    Linking service transition to other ITIL lifecycle stages
    How service transition creates business value
    Service transition principles: the concept of service and the role of utilities and warranties

    Key Principles of Service Transition
    Establishing a formal policy and common framework for implementation of all required changes
    Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements
    Anticipating and managing course corrections
    Ensuring involvement of service transition requirements throughout the lifecycle
    Optimizing service transition performance and typical metrics that can be used

    Primary ITIL Processes within Service Transition
    Change management
    Managing changes in a controlled and consistent manner with minimum disruption
    Maintaining standardized methods for efficient and prompt handling of all changes
    Optimizing business risk
    Service asset and configuration management
    Identifying, controlling and accounting for service assets and CIs
    Recording all changes in the configuration management system
    Knowledge management
    Enabling informed decision making with a service knowledge management system
    The Data-to-Information-to-Knowledge-to-Wisdom structure
    Release and deployment management
    Assembling and positioning all aspects of services into production
    Establishing effective use of new or changed services
    Delivering changes at optimized speed, risk and cost
    Other considerations
    Transition planning and support
    Service validation and testing
    Evaluating performance vs. expectations

    Managing People through Service Transitions
    The nature, purpose and value of supporting service transition activities
    Managing communications and commitment
    Managing organizational and stakeholder change
    Stakeholder management
    The role and requirements of service transition in other ITIL processes

    Organizing for Service Transition
    Roles and responsibilities
    Applying service transition to multiple circumstances
    Identifying the organizational context

    Technology-Related Issues
    Defining technology and tool requirements
    Analyzing the technology requirements for the elements of service transition
    Supporting service transition through technology
    Integrating service transition into the entire lifecycle
    Matching technology to the organizational situation

    Implementing and Improving Service Transition
    Implementing service transition in a virtual or cloud environment
    The challenges facing service transition
    Identifying CSFs and risks that affect the viability of new and changed services
    Establishing critical success factors and key performance indicators (KPIs)
    Estimating benefits and risks for new or changed services
    Incorporating external factors into the analysis

    Πιστοποίηση

    Μετά την ολοκλήρωση του προγράμμτος οι συμμετέχοντες μπορούν να πιστοποιηθούν στην αντίστοιχη εξέταση καθώς η Door Greece είναι πιστοποιημένο Εκπαιδευτικό Κέντρο της Peoplecert & του AXELOS.

    ITIL ATO logo small

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

    ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark.

    IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced.

    © Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

    Read More

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