Continual Service Improvement

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IT Quality

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

• ITIL 4 Foundation
• ITIL 4 Managing Professional
  • ITIL 4 Managing Professional Transition
  • ITIL 4 Specialist Create, Deliver and Support
    
  • ITIL 4 Specialist Drive Stakeholder Value
    
  • ITIL 4 Strategist Direct, Plan and Improve
  • ITIL 4 Specialist High-velocity IT
• ITIL 4 Strategic Leader
  • ITIL 4 Strategist Direct, Plan and Improve
    
  • ITIL 4 Leader Digital and IT Strategy
• ITIL Master

• ITIL v3 Practitioner
• ITIL v3 Intermediate
  • Service Lifecycle modules
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
  • Service Capability modules
    •  Service Offerings and Agreements
    • Release, Control and Validation
    • Operational Support and Analysis
    • Planning, Protection and Optimization
• ITIL v3 Managing Across the Lifecycle Qualification
• ITIL v3 Expert
• ITIL Master

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 Fundamentals

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.

ITIL & DevOps έντυπο

Professional Scrum Product Owner

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 Owner^TM (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

• 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

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ITIL v3 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:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

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:

• Service Offerings and Agreements
• Release, Control and Validation
• Operational Support and Analysis
• Planning, Protection and Optimization

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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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

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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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

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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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

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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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

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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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 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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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

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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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

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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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

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® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo^TM 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