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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

    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® (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.
     

     

    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

    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® (Information Technology Infrastructure Library) is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

    ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific, but can be applied by an organization toward strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

    ITIL certification scheme

    The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest.

    ITIL has recently evolved from ITIL v3 to ITIL 4 with a clear transition journey from one scheme structure to the other. ITIL v3 Foundation qualified candidates are encouraged to move straight to ITIL 4 Foundation to keep their skills up-to-date. Intermediate candidates can decide to collect 17 v3 credits to enable them to transition to ITIL 4 with one course and one exam.

    ITIL 4 Foundation is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products.

    ITIL 4 Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows. It is aimed at IT practitioners working within technology and digital teams across businesses.

    ITIL 4 Strategic Leader (SL) recognizes the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL 4 Strategic Leader demonstrates that the you have a clear understanding of how IT influences and directs business strategy.

    To achieve the ITIL Master certification, you must be able to explain and justify how you have personally selected and applied a range of knowledge, principles, methods and techniques from ITIL and supporting management techniques, to achieve desired business outcomes in one or more practical assignments.

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  • ITIL

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  • ITIL 4 Foundation

    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.

    Γενικά για το σεμινάριο:

    To εκπαιδευτικό Πρόγραμμα ITIL® 4 διδάσκει τις βασικές αρχές και έννοιες της Διαχείρισης των Υπηρεσιών Πληροφορικής (Service Management) χρησιμοποιώντας την τελευταία έκδοσή του ITIL.

    Προωθεί την ευθυγράμμιση της παροχής υπηρεσιών με τις ανάγκες και επιδιώξεις του κάθε Οργανισμού, καθώς επίσης και τη συνεχή βελτίωση.

    Αναγνωρίζοντας ότι το ζητούμενο είναι πάντοτε η προσφορά αξίας (value) στον πελάτη, αναλύει τις έννοιες της καταλληλότητας (fit for purpose) και της επάρκειας (fit for use) και εξοπλίζει τους συμμετέχοντες με την ικανότητα να διακρίνουν τις κατάλληλες ευκαιρίες ώστε να αυξήσουν την αποτελεσματικότητα της εργασίας τους.

    Διάρκεια: 16 ώρες

    Απευθύνεται σε:

    • Specialists in IT Coordination
    • IT Consultants
    • IT Managers and team members
    • Project Leaders
    • General Managers
    • IT Sales people

    Στόχος του προγράμματος είναι να βοηθήσει τους καταρτιζόμενους να:

    • Προσδσιορίσουν τις βασικές αρχές του ΙΤ Service Management όπως αυτές περιγράφονται στο ΙΤ Infrastructure Librady (ITIL)
    • Ορίσουν τις κρίσιμες προδιαγραφές του πελάτη
    • Εφαρμόσουν την κατάλληλη μεθοδολογία για να αυξήσουν την ικανοποίηση του πελάτη μέσα από τις παρεχόμενες υπηρεσίες.
    • Προσαρμόσουν τη χρήση των πόρων (resource) ώστε να παραμένουν αποδοτικοί και αποτελεσματικοί.
    • Αναγνωρίσουν τους κινδύνους που μπορεί να επηρεάσει την επίτευξη των στόχων του πελάτη
    • Διακρίνουν τις σημαντικές από τις επουσιώδεις απαιτήσεις και να επικεντρωθούν στις πρώτες
    • Μετρήσουν τους κατάλληλους δείκτες που απεικονίζουν την αποτελεσματικότητα και αποδοτικότητα των υπηρεσιών
    • Εκτιμήσουν το αποτέλεσμα των ενεργειών τους και να προβούν σε διορθωτικές ενέργειες
    • Μετατρέψουν την αξία προς τον πελάτη σε αναμενόμενο όφελος για την επιχείρηση

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    1. Introduction

    • IT service Management in the modern world

    2. Key concepts of service management

    Value and value co-creation

    • value co-creation

    Organizations, service providers, service consumers, and other stakeholders

    • Service providers
    • Service consumers
    • Other stakeholders

    3. The Four dimensions of service management

    • Organizations and people
    • Information and technology
    • Partners and supplies
    • Value streams and processes

    4. The ITIL service value system

    • Service value system overview
    • Opportunity, demand and value
    • The ITIL guiding principles

    5. ITIL management practices

    • General management practices
    • Service Management Practices

    Πιστοποίηση

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

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  • ITIL 4 Leader Digital and IT Strategy

    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.

    Απευθύνεται σε Digital Transformation Specialists, IT Coordination Specialists, IT Consultants, IT Managers & Team members, Project Leaders, General Managers, IT Sales People.

    Σκοπός του εκπαιδευτικού προγράμματος είναι να βοηθήσει τα Στελέχη των οργανισμών να κατανοήσουν πώς να σχεδιάσουν, να δημιουργήσουν, να υιοθετήσουν, να εφαρμόσουν και να διατηρήσουν μια ψηφιακή στρατηγική. Το πρόγραμμα οδηγεί σε εξετάσεις Πιστοποίησης.

    Εκπαιδευτικές ενότητες

    Το DITS έχει σχεδιαστεί για να μεταφέρει επαγγελματίες και Οργανισμούς σε ένα ταξίδι ψηφιακής στρατηγικής. Βοηθά την εξέλιξη της επιχείρησης σε μια ψηφιακή επιχείρηση και επιτρέπει τη συν-δημιουργία επιχειρηματικής αξίας. Βοηθά στην ανάπτυξη ενός ολιστικού, ψηφιακού πλαισίου που στηρίζεται σε τέσσερις πυλώνες: ψηφιακή ηγεσία, διαχείριση καινοτομίας και αναδυόμενων τεχνολογιών, διαχείριση κινδύνων και διάρθρωση μιας ψηφιακής επιχείρησης. Επίσης, εάν ο Οργανισμός σας σκέφτεται τώρα ότι ο ψηφιακός μετασχηματισμός είναι επιβεβλημένος ως ένα βήμα προόδου ή εάν βρίσκεται ήδη σε κάποιο στάδιο μετασχηματισμού, οραματισμού, αξιολόγησης, υλοποίησης, ή μέτρησης, το DITS θα βοηθήσει ώστε οι Managers της πληροφορικής να γίνουν ένας στρατηγικός και αξιόπιστος εταίρος σε ένα περιβάλλον όπου οι ομάδες ΙΤ και ηγεσίας μιλούν την ίδια γλώσσα.

    • The internal and external factors to consider while crafting digital strategy
    • How IT strategy differs from digital strategy and how they can be integrated
    • Create a digital strategy that achieves the most value from digital
    • Risks and opportunities of Digital and IT Strategy
    • Steps and techniques involved in defining and advocating for a Digital and IT Strategy
    • Implementing and sustaining digital strategy
    • Developing and nurturing digital capabilities for continual business innovation and value co-creation

    Εργαλεία

    • Πραγματικά σενάρια
    • Ασκήσεις

    Διάρκεια: 40 ώρες - σε αίθουσα & online

    Εξετάσεις

    • Κατά τη διάρκεια του προγράμματος επιτυχής δοκιμασία σε τρία case studies Passing rate min 75% (30/40).
    • Στο τέλος του προγράμματος εξετάσεις με «κλειστά βιβλία». Passing rate 70% (21/30).
    • Η Door Training & Consulting είναι πιστοποιημένο εκπαιδευτικό κέντρο της PeopleCert και του AXELOS.

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  • ITIL 4 Managing Professional Transition

    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.

    Απευθύνεται σε κατόχους παλαιότερης έκδοσης Πιστοποιητικού ITIL που θέλουν να συνεχίσουν με τα Πιστοποιητικά της έκδοσης ITIL 4 Managing Professional.

    Σκοπός του εκπαιδευτικού προγράμματος είναι η παρουσίαση των δραστηριοτήτων της διοίκησης των επιχειρησιακών διεργασιών που βοηθούν τις επιχειρήσεις να ανταποκριθούν καλύτερα στις μεταβολές όσον αφορά τους πελάτες τους και την αγορά εν γένει. Το πρόγραμμα οδηγεί σε εξετάσεις Πιστοποίησης.

    Εκπαιδευτικές ενότητες

    • ITIL 4 Foundation
      • Introduction to the management of modern IT-enabled services, and understanding of the common language and key concepts.
    • Create, Deliver and Support (CDS)
      • Understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.
    • Drive Stakeholder Value (DSV)
      • Understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.
    • High Velocity IT (HVIT)
      • Understanding of the ways in which digital organizations and digital models function in high velocity environments.
    • Process Design
      • Change Management/IT Infrastructure Analysis and Design/
      • Simulation Modeling
    • Direct, Plan and Improve (DPI)
      • Presentation of the practical skills necessary to create a “learning and improving” IT organization, with a strong and effective strategic direction.

    Εργαλεία

    • Πραγματικά σενάρια
    • Ασκήσεις

    Διάρκεια: 40 ώρες - σε αίθουσα & online

    Εξετάσεις

    • Μετά το τέλος του προγράμματος οι εκπαιδευόμενοι μπορούν να πιστοποιηθούν καθώς η Door Training & Consulting είναι πιστοποιημένο εκπαιδευτικό κέντρο της PeopleCert και του AXELOS.

     

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  • ITIL 4 Specialist Create, Deliver and Support

    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.

    Απευθύνεται σε Specialists σε IT Coordination, IT Consultants, IT Managers & Team members, Project Leaders, General Managers, IT Sales People.

    Σκοπός του εκπαιδευτικού προγράμματος είναι η βαθύτερη κατανόηση του τρόπου διαχείρισης των υπηρεσιών πληροφορικής και της εφαρμογής τους εντός ενός οργανισμού με σχετικές πρακτικές, μεθόδους & εργαλεία χρησιμοποιώντας την τελευταία έκδοση του ITIL. Το πρόγραμμα οδηγεί σε εξετάσεις Πιστοποίησης.

    Εκπαιδευτικές ενότητες

    • Understand the concepts and challenges relating to the following across the service value system:
      • Organizational structure/ Integrated, collaborative teams/ Team capabilities, roles and competencies/ Team culture/ Working to a customer-oriented mindset/Employee satisfaction management/ The value of positive communication
    • Understand how to use a “shift-left” approach
    • Know how to plan and manage resources in the service values system, including:
      • Team collaboration and integration/ Workforce planning / Results based measuring and reporting / The culture of continual improvement
    • Understand the use and value of information and technology across the service value system, including:
      • Integrated service management toolsets/ Integration and date sharing/Reporting & advanced analytics/ Collaboration & workflow
      • Robotic process automation/ AI and machine learning/ Information models
    • Know how to use a value stream to design, develop and transition new services
    • Know how to use a value stream to provide user support
    • Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services including:
      • Managing work as tickets/ Prioritizing work
    • Understand the use and value of the following across the service value system:
      • Buy vs build considerations
      • Sourcing options
      • Service integration and management

    Εργαλεία

    • Πραγματικά σενάρια
    • Ασκήσεις

    Διάρκεια: 24 ώρες - σε αίθουσα & online

    Εξετάσεις

    • Μετά το τέλος του προγράμματος οι εκπαιδευόμενοι εάν το επιθυμούν μπορούν να πιστοποιηθούν καθώς η Door Training & Consulting είναι πιστοποιημένο εκπαιδευτικό κέντρο της PeopleCert και του AXELOS. Passing rate 70% (28/40)

     

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  • ITIL 4 Specialist Drive Stakeholder Value

    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.

    Απευθύνεται σε ITSM managers & εν δυνάμει ITSM managers, Υπεύθυνοι ITSM με κύρια αρμοδιότητά τους τη βέλτιστη εμπειρία του πελάτη, κάτοχοι Πιστοποιητικού ITIL που θέλουν να εμπλουτίσουν τις γνώσεις τους.

    Σκοπός του εκπαιδευτικού προγράμματος είναι η κατανόηση όλων των τύπων δεσμεύσεων & αλληλεπιδράσεων ανάμεσα σε έναν πάροχο υπηρεσίας και τους πελάτες, χρήστες, προμηθευτές και εταίρους του. Το πρόγραμμα οδηγεί σε εξετάσεις Πιστοποίησης.

    Εκπαιδευτικές ενότητες

    • Understand the concept of the customer journey.
    • Understand the ways of designing & improving customer journeys.
    • Understand the characteristics of markets.
    • Understand marketing activities & techniques.
    • Know how to describe and analyze customer needs & internal and external factors that affect these.
    • Know how to identify service providers and explain thei value propositions.
    • Understand the different supplier and partner relationship types, and how these are managed.
    • Know how to use communication and collaboration activities and techniques.
    • Know how the Relationship management & Supplier management practice can be applied to enable relationships.
    • Understand methods for designing digital service experiences based on value-driven, dat-driven and user-centered service design.
    • Know how to negotiate and agree service utility, warranty and experience.
    • Know how to develop user engagement and deliver channels.
    • Understand how users can request services as well as the user communities.
    • Understand methods for encouraging and managing user feedback.
    • Understand methods for measuring service usage and customer and user experience and satisfaction.
    • Understand charging mechanisms and how to validate service value.
    • Know how to evaluate & improve the customer journey.

    Εργαλεία

    • Πραγματικά σενάρια
    • Ασκήσεις

    Διάρκεια: 24 ώρες - σε αίθουσα & online

    Εξετάσεις

    • Μετά το τέλος του προγράμματος οι εκπαιδευόμενοι μπορούν να πιστοποιηθούν καθώς η Door Training & Consulting είναι πιστοποιημένο εκπαιδευτικό κέντρο της PeopleCert και του AXELOS.
    • Passing rate min70% (28/40)
    • Προ-απαιτούμενο: ITIL 4 Foundation.

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  • ITIL 4 Specialist High-velocity IT

    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.

    Απευθύνεται σε IT Coordination Specialists, IT Consultants, IT Managers & Team members, Project Leaders, General Managers, IT Sales People.

    Σκοπός του εκπαιδευτικού προγράμματος είναι να παρουσιάσει τη σύγκλιση μεταξύ επιχειρήσεων και πληροφορικής, παρέχοντας στους συμμετέχοντες μια εξειδικευμένη εικόνα για τους τρόπους που οι ψηφιακοί οργανισμοί & τα ψηφιακά μοντέλα λειτουργούν μέσω ενός γρήγορου περιβάλλοντος. Το πρόγραμμα οδηγεί σε εξετάσεις Πιστοποίησης.

    Εκπαιδευτικές ενότητες

    Αυτή η ενότητα καλύπτει μια σειρά καινοτόμων μεθόδων εργασίας, όπως οι πρακτικές DevOps και οι προσεγγίσεις Lean and Agile. Έχει σχεδιαστεί για να συμβάλει στη γεφύρωση του χάσματος μεταξύ αναπτυξιακών και επιχειρησιακών πρακτικών και να υποστηρίζει καλύτερα την ψηφιακή παράδοση από τη βελτιστοποίηση έως τη ριζική μεταμόρφωση.

    • Understand the concepts and challenges relating to the following across the service value system:
      • Organizational structure/ Integrated, collaborative teams/ Team capabilities, roles and competencies/ Team culture/ Working to a customer-oriented mindset/Employee satisfaction management/ The value of positive communication
    • Terms:
      • Digital Organization/ High Velocity IT/ Digital Transformation/ IT Transformation/ Digital Products/ Digital Technology
    • Five objectives (to achieve with digital):
      • Valuable investments/ Fast development/ Resilient operations/ Co-created value/ Assured conformance
    • The Digital Product Lifecycle:
      • Service consumer and service provider have different perspectives on digital products. They each have their own journeys, that overlap during the period of engagement.
    • Principles, models and concepts:
      • Ethics/ Safety culture/ Lean culture/ Toyota Kata/ Lean-Agile-Resilient-Continuous/ Service-dominant logic/ Design Thinking/ Complexity Thinking

    Εργαλεία

    • Πραγματικά σενάρια
    • Ασκήσεις

    Διάρκεια: 24 ώρες - σε αίθουσα & online

    Εξετάσεις

    • Μετά το τέλος του προγράμματος οι εκπαιδευόμενοι μπορούν να πιστοποιηθούν καθώς η Door Training & Consulting είναι πιστοποιημένο εκπαιδευτικό κέντρο της PeopleCert και του AXELOS.
    • Passing rate 70% (28/40)
    • Προ-απαιτούμενο: ITIL 4 Foundation.

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  • ITIL 4 Strategist Direct, Plan and Improve

    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.

    Απευθύνεται σε ITSM managers & εν δυνάμει ITSM managers, Υπεύθυνοι ITSM με κύρια αρμοδιότητά τους τη βέλτιστη εμπειρία του πελάτη, κάτοχοι Πιστοποιητικού ITIL που θέλουν να εμπλουτίσουν τις γνώσεις τους.

    Σκοπός του εκπαιδευτικού προγράμματος είναι η κατανόηση από τους συμμετέχοντες των πρακτικών και στρατηγικών μεθόδων ώστε να δημιουργήσουν μια μονάδα ΙΤ που διαρκώς μαθαίνει και βελτιώνεται. Το πρόγραμμα οδηγεί σε εξετάσεις Πιστοποίησης. Προ-απαιτούμενος τίτλος για το ITIL 4 Strategic Leader.

    Εκπαιδευτικές ενότητες

    • Understand the following key terms:
      • Direction/ Planning/ Improvement
      • Operating model/ Methods/ Risks/ Scope of control
    • Understand the differences between the concepts:
      • Vision and mission/ strategy, tactics & operations
      • Governance, compliance and management
      • Policies, controls and guidelines
    • Understand the concepts of value, outcomes, costs & risks and their relationships to direction, planning & improvement.
    • Identify the scope of control and know how to cascade objectives, how to define effective policies, controls, guidelines and how to place decision-making authority at the correct level.
    • Understand the role of risk management in DPI and how to ensure that controls are sufficient, but not excessive.
    • Understand and know how to use the key principles and methods of continual improvement for all types of improvements.
    • Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement.
    • Understand the nature, scope and potential benefits of organizational change management.
    • Know how to use the key principles and methods of Communication and how to establish effective interfaces across the value chain.
    • Know how to define indicators and metrics to support objectives.
    • Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.

    Εργαλεία

    • Πραγματικά σενάρια
    • Ασκήσεις

    Διάρκεια: 24 ώρες - σε αίθουσα & online

    Εξετάσεις

    • Μετά το τέλος του προγράμματος οι εκπαιδευόμενοι μπορούν να πιστοποιηθούν καθώς η Door Training & Consulting είναι πιστοποιημένο εκπαιδευτικό κέντρο της PeopleCert και του AXELOS.
    • Passing rate min70% (28/40)
    • Προ-απαιτούμενο: ITIL 4 Foundation.

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  • ITIL Master

    itil master

    The ITIL® Master Qualification Certificate is the top level certification of the ITIL scheme. This certification will validate a professional’s capability to apply ITIL’s principles, methods and techniques in the real business world.


    Individuals for the ITIL® Master level are required to have achieved the ITIL® Service Management Expert certification. The ITIL Master Qualification prerequisites are:

    • Certification at ITIL Expert Level
    • Work experience of at least five years in a leading, managerial, or higher management advisory role in IT service management.

    Candidates will also need to demonstrate broad practical involvement in ITIL practices.

    How to apply
    There is no fixed Syllabus, training course or exam involved. Candidates for the ITIL Master Qualification Certification must contact PEOPLECERT at Αυτή η διεύθυνση ηλεκτρονικού ταχυδρομείου προστατεύεται από τους αυτοματισμούς αποστολέων ανεπιθύμητων μηνυμάτων. Χρειάζεται να ενεργοποιήσετε τη JavaScript για να μπορέσετε να τη δείτε. for an application form. Submit a “Proposal” to the Official ITIL Accreditor, i.e. an idea for business improvement and “Work Package” to the Official ITIL Accreditor, i.e information and evidence on the idea’s effectiveness and benefits. Candidates for the ITIL Master qualification must submit in writing a real-world project of their choice, spanning across a variety of ITL areas, elaborate on the knowledge they applied to implement real solutions, and demonstrate the continued effectiveness of the solution and its benefits to the business.

    Attend a personal “Interview” with an assessment panel appointed by the Official ITIL Accreditor that will verify the above components. Certification will be provided upon the positive assessment of the project, followed by the successful interview with the Assessors.

    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.

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  • ITIL v3 Expert

    itil expert

    Key concepts of the service lifecyce ITIL® Expert is achieved by accumulating 22 credits through the first three levels of the Scheme, including MALC. The ITIL Expert level is aimed at those individuals who are interested in demonstrating a superior level of knowledge of ITIL through their ITIL Certification.

    Candidates who achieve ITIL Expert level will also satisfy the pre-requisite entry criteria for the ITIL Master Level; the highest level of certification within the ITIL scheme.

    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.

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  • ITIL v3 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 v3 Practitioner

    itil pratitioner

     

    Γενικά για το σεμινάριο:

    IT service management professionals will complete their ITIL® Practitioner certification capable of confidently and successfully acting on their existing knowledge base and adapting it in any context. ITIL Practitioners not only speak the language of ITSM, they also know how to translate it according to their organization’s needs. ITIL Practitioners have a clear understanding of how to structure improvement initiatives, and have greater confidence to drive them forward when returning to the workplace.

    ITIL Practitioners focus on the Continual Service Improvement (CSI) approach as a way to structure improvement initiatives.
    They draw on a comprehensive toolkit that guides them when:

    • Driving organizational change
    • Improving communication
    • Measuring and reporting on success

    Το σεμινάριο Απευθύνεται:

    It is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM) and the business value of well-designed and delivered services. Where ITIL Foundation focuses on the 'what' and the 'why', ITIL Practitioner shows 'how' to start adopting and adapting the ITIL framework within day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives.

    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).

    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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  • Managing Across the Lifecycle Qualification

    ITIL MANAGING ACROSS THE LIFECYCLE

    Γενικά για το σεμινάριο:

    The intent of the Managing across the Lifecycle (MALC) qualification is to give candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages. The qualification demonstrates that candidates have learned the value of one combined service management practice as opposed to separate subject areas. ITIL® processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value.

    The learning outcomes are intended to bring a candidate from ITIL content knowledge to ITIL content application and integration knowledge, and provide skills that can be used in the workplace in a tangible way. Testing and validation of knowledge take place at Bloom's taxonomy level 4 (analysing) and level 5 (evaluating), reflecting the focus on integration when compared with the ITIL intermediate qualifications. While MALC encompasses the broadest perspectives of service management skills, for example those related to project management and application design, it is not intended to teach these practices, rather to refer to them as contexts for ITIL application. A high-level understanding of these is still expected. This qualification focuses on strategizing, planning, using and measuring ITIL practices in an integrated functioning model:

    • How the service lifecycle stages form an integrated whole
    • Process integration and interfaces
    • Shared data / information / knowledge.

    Το σεμινάριο απευθύνεται:

    The qualification prepares candidates to work in established service management roles, as well as to implement and improve service management practices. The target group for the MALC qualification
    includes, but is not limited to:

    • Chief information officers
    • Senior IT managers
    • IT managers
    • Supervisors
    • IT professionals
    • IT operations practitioners
    • IT development practitioners
    • Individuals who require a business and management level understanding of the ITIL service
    • lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
    • Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final mandatory module
    • Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT Service Management certificate is a prerequisite.

    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:

    The Managing services and service management
    The service lifecycle
    Service value across the different stages of the service lifecycle
    Other key concepts.

    Communication and stakeholder management
    Co-ordination of business relationship management across the service lifecycle, and the role of business relationship management in communication
    Stakeholder management and communication
    The value of good communication and ensuring its flow across the service lifecycle.

    Integrating service management processes across the service lifecycle
    The integration of service management processes through the service lifecycle
    The impact of service strategy on other service lifecycle stages
    The value of a service lifecycle perspective when designing service solutions
    The inputs and outputs of processes and stages in the service lifecycle
    The value to business and the interfaces of all processes in the ITIL service lifecycle.

    Managing services across the service lifecycle
    Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
    How the service design package provides a link between service design, service transition and service operation
    Managing cross-lifecycle processes to ensure appropriate impact and involvement at allrequired service lifecycle stages
    Implementing and improving services, using key sources of information for identifying the needfor improvement
    The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle.

    Governance and organization
    Governance
    Organizational structure, skills and competence
    Service provider types and service strategies.

    Measurement
    Measuring and demonstrating business value
    Determining and using metrics
    Design and development of measurement frameworks and methods
    Monitoring and control systems
    Use of event management tools to increase visibility of the infrastructure and IT service delivery.

    Implementing and improving service management capability
    Implementing service management
    Assessing service management
    Improving service management
    Key considerations for the implementation and improvement of both the service managementpractice and the services themselves
    Key considerations when planning and implementing service management technologies.

    Διάρκεια: Πέντε ημέρες (40 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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  • 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.

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  • 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.

    Read More

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