IS Management, ITIL, ISO, COBIT...

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1 IS Management, ITIL, ISO, COBIT... Orsys, with 30 years of experience, is providing high quality, independant State of the Art seminars and hands-on courses corresponding to the needs of IT professionals. Orsys proposes a set of courses on the most important topics in IT technologies and management. Seminars Hands-on courses ITIL Foundation v3... ( p2 ) EXIN Certification... ( p4 ) ITIL V3 Course Capability OSA... ( p5 ) ITIL and ISO Foundation, certifications... ( p6 ) ITIL V3 Course Capability RCV... ( p8 ) ITIL Capability Planning, Protection & Optimization... ( p9 ) ITIL Capability Service Offerings & Agreements... ( p10 ) ITIL Lifecycle Service Strategy... ( p11 ) ITIL Lifecycle Service Design... ( p12 ) ITIL Lifecycle Service Transition... ( p13 ) ITIL Lifecycle Service Operation... ( p14 ) ITIL Lifecycle Continual Service Improvment... ( p15 ) ITIL Managing Across the Lifecycle... ( p17 ) ISO 20000, Foundation, certification... ( p18 ) ISO 20000, Auditor, certification... ( p20 ) ISO 20000, Practitioner, certification... ( p21 ) COBIT 5, Foundation, Certification... ( p23 ) Lean Six Sigma, Yellow Belt, certification... ( p24 ) Lean Six Sigma, Green Belt, certification... ( p25 ) Lean IT, Foundation, certification... ( p26 ) CISA, Certified IS Auditor, certification preparation... ( p28 ) CMMI, overview... ( p29 ) M_o_R, Risk Management, Foundation, certification... ( p30 ) M_o_R, Risk Management, Practitioner, certification... ( p31 ) Sourcing Gouvernance, Foundation, certification... ( p32 ) ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 1

2 Seminar, 2 Ref : ITP This seminar is aimed at anyone in charge of Information Technology management and/or in charge of definition or management of IT Services. These individuals include CIOs as well as managers of: Information System Departments, Client Relations, Call Centers, Network Systems, and Applications. Knowledge in Information System management. Next sessions Brussels jun , sep nov ITIL Foundation v3 The purpose of this seminar is to give an overview of ITIL that can enable you to learn, understand and use the best practices promoted in ITIL and thus establish the baseline from which you can improve the management of your organization. In particular, you will discover its language and processes. This seminar will also provide an opportunity to think about professionalism in the context of Information and Communication Technology. The instructor illustrates the points presented in this course with many examples taken from real projects. 1) General presentation of ITIL and of Service Management 2) Service Strategy 3) Service Design 4) Service Transition 5) Service Operation 1) General presentation of ITIL and of Service Management - ITIL History: origins, players. - ITIL Approach - best practices; ITIL and IT Governance. - ITIL Ethos and main related concepts. - Service Management and its life cycle. - Using ITIL: documentation structure. 2) Service Strategy 6) Continuous Service Improvement 7) ITIL Use and Implementation Plan 8) Conclusion: certification and self-assessment 9) Preparation - Definition: Service, Service Strategy and Service Management. - Service Strategy principles. - Processes and organization. - Implementing Service Strategy. 3) Service Design - Service Design principles. - Processes and organization. - Implementing Service Design. 4) Service Transition - Service-Transition principles. - Processes and organization. - Implementing Service Transition. 5) Service Operation - Service Operation principles. - Processes and organization. - Implementing Service Operation. 6) Continuous Service Improvement - Continuous Service Improvement principles. - Processes and organization. - Implementing Continuous Service Improvement. 7) ITIL Use and Implementation Plan - The instructor describes how to implement ITIL best practices and suggests a project template for developing ITIL processes and restructuring Service Desk activity. - An exercise based on a concrete case will allow participants to confirm and consolidate their understanding of the subject. 8) Conclusion: certification and self-assessment - ITIL and certifications: presentation of certification norms for organizations and persons. - ITIL and you: Analysis of self-assessment results and identification of an initial action-plan. Workshop During this seminar participants will use a self-assessment questionnaire allowing them to evaluate the functioning of their own organization with regard to ITIL best practices. With the instructor's help, they will think about and answer numerous questions related to the implementation of ITIL best practices within their organizations: How and where to begin? How to organize the Service Desk? Is the IT Project Department ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 2

3 concerned about ITL best practices? How to draw up an SLA? Which indicators must be implemented to monitor SLAs? Etc. 9) Preparation who wish can register for an optional day that includes ITIL-certification preparation and the certification exam itself. During this day, a review and summary of concepts and processes is followed by a practice test corrected collectively by participants and instructor. The official ITIL Foundation exam is then taken. - This certification is the first level in the ITIL curriculum. The exam involved asks 40 multiple-choice questions and lasts one hour. Each question can have only one correct response. Certification is awarded to those participants having answered at least 26 questions correctly. The exam is monitored by an examiner independent of the instructor. The test papers are sent to EXIN to be corrected; results arrive within approximately three weeks. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 3

4 Hands-on courses, 1 Ref : CTP To have attended the ITIL Foundation v3 seminar. Next sessions Brussels jun , sep nov EXIN Certification Prepare and pass the ITIL v3 Foundation certification. All Certification ITIL Foundation r3 on this page are offered by Amettis, FCT Solutions and Synopse, all of them ATO/Affiliate. 1) Preparation 1) Preparation, who wish, can register for an optional day that includes ITIL-certification preparation and the certification exam itself. During this day, a review and summary of concepts and processes is followed by a practice test corrected collectively by participants and instructor. The official ITIL Foundation exam is then taken. - This certification is the first level in the ITIL curriculum. The exam involved asks 40 multiple-choice questions and lasts one hour. Each question can have only one correct response. Certification is awarded to those participants having answered at least 26 questions correctly. The exam is monitored by an examiner independent of the instructor. The test papers are sent to EXIN to be corrected; results arrive within approximately three weeks. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 4

5 Hands-on courses, 5 Ref : ITA Canditates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL certification. Candidates must submit BEFORE the start of their training certificate ITIL Foundation (V3 Foundation or V2 Foundation plus Bridge). Next sessions Brussels jun , oct dec ITIL V3 Course Capability OSA This training will enable you to acquire skills on the practice of IT Service Management, Principles of the Service Operation Lifecycle, the process "Operational Support & Analysis", processes and roles of the Service Operation Lifecycle. The certification is included in the course. 1) Introduction 2) Event Management 3) Incident Management 4) Problem Management 1) Introduction - The importance of the OSA in the service lifecycle. 2) Event Management - Mission, goals and objectives of this process. - The process activities, methods and techniques of this process. - The triggers, inputs and outputs, and interfaces of this process. 3) Incident Management 5) Technology and implementation considerations 6) Request Fulfilment 7) Access Management 8) The Service Desk - Mission, goals and objectives of this process. - The process activities, methods and techniques of this process. - The triggers, inputs and outputs, and interfaces of this process. 4) Problem Management - Mission, goals and objectives of this process. - The value to business and to the service lifecycle. - The process activities, methods and techniques of this process. - The triggers, inputs and outputs, and interfaces of this process. 5) Technology and implementation considerations - List of generic requirements for technology to support process capability. - The challenges, risk and CSFs related to implementing practices and processes. - Plan and implement service management technologies. 6) Request Fulfilment - Mission, goals and objectives of this process. - The concept of the Request Model. - The process activities, methods and techniques of this process. - The triggers, inputs and outputs, and interfaces of this process. 7) Access Management - Mission, goals and objectives of this process. - The process activities, methods and techniques of this process. - The triggers, inputs and outputs, and interfaces of this process. 8) The Service Desk - The service desk role. - Different service desk organizational structures. - Measuring service desk performance. - Issues and safeguards to consider when outsourcing the service desk. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 5

6 Hands-on courses, 5 Ref : SOF Anyone wishing to have a global vision of good IT management practices and prescriptive framework provided by ISO / IEC and ITIL, or to obtain certification. A good understanding of IT is desirable. Able to read English (training material and discussion on ISO / IEC Part are in English). ITIL and ISO Foundation, certifications This course identifies the principles of service management based on ITIL and ISO / IEC It also presents the roles, processes and components of key areas of IT service management, as well as specifications and code of practice for the 2011 edition of ISO / IEC standard. 1) ITIL v3 referential presentation. 2) The five modules of ITIL v3 3) The services management process 4) ISO / IEC basic introduction Certification 5) ISO / IEC scope and use 6) ISO / IEC Global Management System 7) ISO / IEC scope and applicability Passing two certification exams "ITIL Foundation" and "ISO / IEC Foundation" MCQ 40 questions for each exam (1 point each) to achieve in 60 minutes. Certification is obtained if the candidate obtains at least 26 correct answers (65%). 1) ITIL v3 referential presentation. - Origins of the referential. ITIL approach and philosophy. Main concepts. - IT services and services strategy definition. - IT governance. Introducing the management service and its life cycle. 2) The five modules of ITIL v3 - Strategy strategy. - Service Design. - Service Transition. - Service Operation. - Continual Service Improvement. 3) The services management process - The service management control process. - The resolution process. - The processes of service delivery. - Relations management process. Exercise Case studies presentation : defining the importance of IT Service Management. 4) ISO / IEC basic introduction - Comparison between ISO / IEC and ITIL v3. Basic principles and elements ISO / IEC Aligning Business / IT. The ISO / IEC for organizations. - Implementation risks. 5) ISO / IEC scope and use - ISO / IEC scope and structure Part ISO / IEC scope and structure Part Main differences between ISO / IEC Part - 1 and ISO / IEC Part ISO / IEC scope and structure Part - 3. Exercise Presenting concrete examples to clearly define the perimeters of each party ISO / IEC ) ISO / IEC Global Management System - ISO / IEC terms and définitions. - How to use the 4 P. - The service management system. - Planning and implementation of service management. - The design and transition of new or changed services. Exercise Overall presentation of the different phases of the IT service management. 7) ISO / IEC scope and applicability - The organization. - Corporate governance and its relationship with IT. - IT service management. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 6

7 - Exam preparation. Workshop Certification exam. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 7

8 Hands-on courses, 5 Ref : ITB Canditates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL certification. Candidates must submit BEFORE the start of their training certificate ITIL Foundation (V3 Foundation or V2 Foundation plus Bridge). Next sessions Brussels jun , sep nov ITIL V3 Course Capability RCV This training will enable you to acquire skills on the practice of IT Service Management, the process of Release, Control and Validation, useful technologies and items to consider in the implementation process, the critical success factors and risk. The certification is included in the course. 1) Service asset and configuration management (SACM) 2) Release and deployment management 3) Change evaluation 4) Release, Control and Validation roles and responsibilities 1) Service asset and configuration management (SACM) 5) Change management 6) Service validation and testing and Request Fulfilment 7) Knowledge Management 8) Technology and Implementation Considerations - Introduction. The importance of the RCV in the service lifecycle - Mission, goals and objectives of this process. - The benefits and business value and how the SACM processes supports the execution of other processes. 2) Release and deployment management - Mission, goals, objectives and scope of this process. - The triggers, inputs and outputs, interfaces of this process and relationship with other processes. 3) Change evaluation - Mission, goals, objectives and scope of this process. - Perspectives and considerations for evaluating the effectiveness of a service change. 4) Release, Control and Validation roles and responsibilities - Roles and responsibilities that support service transition and the RCV processes 5) Change management - Mission, goals and objectives of this process. - The benefits and business value through concrete examples. - The triggers, inputs and outputs, interfaces of this process and relationship with other processes. 6) Service validation and testing and Request Fulfilment - Mission, goals and objectives of this process. - The triggers, inputs and outputs, interfaces of this process and relationship with other processes. - Mission, goals and objectives of this process. - How the Request Fulfilment can help establish a practice of self-service in the organization. 7) Knowledge Management - Mission, goals, objectives and scope of this process. - Elements of an effective strategy for KM. 8) Technology and Implementation Considerations - List of requirements on technologies useful for process implementation. - Criteria for evaluating tools and technologies. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 8

9 Hands-on courses, 5 Ref : ITT Canditates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL certification. Candidates must submit BEFORE the start of their training certificate ITIL Foundation (V3 Foundation or V2 Foundation plus Bridge). Next sessions Brussels jun , sep nov ITIL Capability Planning, Protection & Optimization This training will enable you to acquire skills on the practice of IT Service Management, as well as the process "Planning, Protection & Optimization", their roles and responsibilities, relevant technologies and the factors to consider in implementing them. 1) Introduction 2) Availability management 3) IT service continuity management (ITSCM) 4) Capacity management 1) Introduction - The importance of the PPO in the service lifecycle. 2) Availability management - Mission, goals and objectives of this process. - The process activities, methods and techniques of this process. - The triggers, inputs and outputs, and interfaces of this process. - Metrics. Effectiveness of successful management of availability. 3) IT service continuity management (ITSCM) 5) Demand management 6) Information security management 7) Complements - Mission, goals and objectives of this process. - The process activities, methods and techniques of this process. 4) Capacity management - Mission, goals and objectives of this process. - The benefits and business value - Principles and basic concepts. - The process activities, methods and techniques of this process. - The triggers, inputs and outputs, and interfaces of this process - How the metrics that can be used to demonstrate the efficiency of successful management of capacity. 5) Demand management - The basic concepts of this process. - Demand Management based on activities and Business Activity Pattern. - Interfaces with Service Design. - Process activities, methods and techniques of the demand management. 6) Information security management - Mission, goals and objectives of this process. - The process activities, methods and techniques of this process. - The triggers, inputs and outputs, and interfaces of this process. 7) Complements - Planning, Protection and Optimization roles and responsibilities. - Technology and Implementation considerations. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 9

10 Hands-on courses, 5 Ref : ITY Canditates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL certification. Candidates must submit BEFORE the start of their training certificate ITIL Foundation (V3 Foundation or V2 Foundation plus Bridge). Next sessions Brussels jun , sep nov ITIL Capability Service Offerings & Agreements This training will enable you to acquire skills on the practice of IT Service Management, the process of "Service Offerings and Agreement ", the roles and responsibilities for processes of this services Lifecycle phase. 1) Service level management 2) Demand management 3) Financial management for IT services 4) Service catalogue management and portfolio management 1) Service level management 5) Supplier management 6) Technology and implementation considerations 7) Business relationship management 8) Service Offerings and Agreement roles and responsabilities - Introduction. The importance of the SOA in the service lifecycle. - Mission, goals and objectives of this process. - Principles and basic concepts. - The process activities, methods and techniques of this process and relationship with the service lifecycle. - Using key metrics, challenges, CSFs and risks associated with the process. 2) Demand management - The basic concepts of this process. - Demand Management based on activities and Business Activity Pattern. - Interfaces with the services portfolio. 3) Financial management for IT services - Mission, goals and objectives of this process. - Concepts of "Service Valuation". - Different aspects and basic concepts of this process. - The process activities, methods and techniques of this process and relationship with the service lifecycle. 4) Service catalogue management and portfolio management - Mission, goals and objectives of this process. - Interfaces with the services portfolio. - Difference between a business catalogue and a technical service catalogue. - Using key metrics, challenges, CSFs and risks associated with the process. - Produce a services catalogue. - Service portfolio management in relationship to the service catalogue and service pipeline. - How a service portfolio describes a supplier and how it creates links between business services and IT services. 5) Supplier management - Mission, goals, objectives and scope of this process. - Principles and basic concepts. - Using the categorization of suppliers and maintenance of the supplier and contract database. - Using key metrics, challenges, CSFs and risks associated with the process. 6) Technology and implementation considerations - List of requirements on technologies useful for the Service Design. - Criteria for evaluating tools and technologies for process implementation. - How to plan and implement technology of the services management. 7) Business relationship management - Mission, goals, objectives and scope of this process. - Principles and basic concepts. - The triggers, inputs and outputs, interfaces of this process and relationship with other processes. - Metrics and CSFs associated with business relationship management in support of SOA. 8) Service Offerings and Agreement roles and responsabilities - The roles and responsibilities related to all of the SOA processes. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 10

11 Hands-on courses, 3 Ref : STS Candidates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate) wishing to advance to higher level ITIL certifications. Candidates must submit BEFORE the start of their training certificate ITIL Foundation (V3 Foundation or V2 Foundation plus Bridge). Next sessions Brussels may , sep dec ITIL Lifecycle Service Strategy This course covers the practices described in the publication "Service Strategy" of "ITIL - Service Lifecycle Management." You will learn the definition of services and potential markets, conduct strategic assessments, financial management, Business relationship management, etc.. 1) Introduction to service strategy 2) Service strategy principles 3) Service strategy processes 4) Governance 1) Introduction to service strategy - The purpose, goals and objectives of service strategy. - The scope of service strategy. - The value to the business. - The context of service strategy in relation to all other lifecycle stages. 2) Service strategy principles 5) Organizing for service strategy 6) Technology considerations 7) Implementing service strategy 8) Challenges, critical success factors and risks - The ability to decide on a service strategy. - How to utilize the four P s of service strategy. - How to define services, create value and leverage the combined use of utility and warranty. - How to use service economics and sourcing strategies when meeting business outcomes. 3) Service strategy processes - The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle - The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle - Process activities, methods and techniques of Strategy management, Service portfolio management, Financial management. 4) Governance - The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies. - What is IT governance. - How service strategy relates to governance. - Setting the strategy for governance. 5) Organizing for service strategy - The ability to create an organizational design using the relevant development and departmental methods. - Organizational development, departmentalisation, design. - The role of service owner and business relationship Manager. - Strategy, portfolio, financial, and demand roles. 6) Technology considerations - Understand the relevance and opportunities for service automation. - The importance and application of technology interfaces across the lifecycle. - Service automation and service interfaces. 7) Implementing service strategy - Develop implementation strategies that follow a lifecycle approach (e.g.design, transition, operation and improvement). - Implementation through the lifecycle. - Following a lifecycle approach. - The impact of service strategy on other lifecycle stages. 8) Challenges, critical success factors and risks - The ability to provide insight and guidance for strategic challenges, risks and critical success factors. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 11

12 Hands-on courses, 3 Ref : LCS Candidates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate) Next sessions Brussels may , sep nov ITIL Lifecycle Service Design This course covers the practices described in the publication "Service Design" of "ITIL - Service Lifecycle Management." You will learn activities and associated processes, the implementation of concepts, control of technical and organizational considerations, etc.. 1) Introduction to service design 2) Service design principles 3) Service design technology-related activities 1) Introduction to service design 4) Service design processes 5) Organizing for service design 6) Implementation and improvement of service design - Concept of Service Management, Service, Value and Composition. Function, process and role. - The purpose, goals and objectives of service design. - The scope of service design and business value - Contents and use of the SDP (Service Design Package). - Contents and use of the SAC (Service Acceptance Criteria). 2) Service design principles - Principles. Composition of a service. And importance for a balanced design approach. - Service requirements, business requirements and evolutionary factors (drivers). - Activities and design constraints. - Principles and five aspects for the management of process design services. - Design Service Solutions, Systems Design Support services, technology architectures, processes, measurement systems. - Business Services Management (BSM) and principles of Service Oriented Architectures (SOA). - Models of Service Design. 3) Service design technology-related activities - Requirement types and management activities related to the implementation of these requirements. - The service design activities and techniques within data, information and application management. 4) Service design processes - Activities and techniques. - Design coordination. - Service catalogue management and Service level management. - Capacity management and Avaibility management. - IT service continuity management. - Information security management. - Supplier management. - Principles and aspects of the Service design in relation with process management. 5) Organizing for service design - Functional roles analysis and the use of the RACI Matrix. - The roles and responsibilities within service design. - Technology considerations. - The types of tools that would benefit service design. - Requirements for service management tools. 6) Implementation and improvement of service design - Business impact analysis (BIA), service level requirement (SLR) and risks. - Implementation approach. - Measurements of critical success factors (CSF) and key primary indicator (KPI). ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 12

13 Hands-on courses, 3 Ref : TDS Candidates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate) or the ITIL Expert Certification in IT Service Management. Next sessions Brussels jun , sep dec ITIL Lifecycle Service Transition This course covers the practices described in the publication "Service Transition" of "ITIL - Service Lifecycle Management." : principles of Service Transition phase, the activities related to communication, respect to commitment and organizational change, coordination of activities related to technology, the critical success factors and risks... 1) Introduction to service transition 2) Service transition processes 3) Managing people through service transitions 1) Introduction to service transition 4) Organizing for service transition 5) Implementation and improving service transition 6) Technology considerations - The Service Transition as a practice. - Service, value and composition of a service. - Function, process and role. - Mission, purpose and objectives of Service Transition. - The scope of service transition and ways that service transition adds value to the business. - The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases. 2) Service transition processes - Transition planning and support. - Change Management. - Asset and Configuration Management. - Release and Deployment Management. - Service Validation and Testing Management. - Change evaluation. - Knowledge Management. 3) Managing people through service transitions - Managing communications and commitment. - Managing communications, commitment, organizational change and stakeholder change. It covers the aspects of organizational roles and responsibilities, along with how to plan and implement organizational change. Methods, practices and techniques relating to assessing organizational readiness for, and monitoring progress of, organizational change is also covered. - Stakeholder Management. 4) Organizing for service transition - Role of technical and application management function in service transition. - Organizational context for transitioning a service. - The relationship of service transition to other lifecycle phases. 5) Implementation and improving service transition - Introductory of Service Transition in an organization: rationale, design, cultural change management, risk and valuation of benefits. - Measurement through analysing critical success factors. - Challenges, prerequisites for success and risks that affect the viability of new services or changed services. - Challenges facing service transition and external factors that affect the approach to service transition. 6) Technology considerations - Technology requirements for service transition that support service transition as a whole and that support service transition s integration into the whole lifecycle, including knowledge management tools, collaboration and configuration management system. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 13

14 Hands-on courses, 3 Ref : EDS Candidates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate). Next sessions Brussels may , sep nov ITIL Lifecycle Service Operation This course covers the practices described in the publication "Service Operation" of "ITIL - Service Lifecycle Management." You will learn processes and activities of the phase of Service Operation, organization, technological considerations, risks, etc. 1) Introduction to service operation 2) Service operation processes 3) Common service operation activities 4) Implementation and improving service operation 1) Introduction to service operation 5) Technology considerations 6) Organizing for service operation 7) Challenges, critical success factors and risks - The context of service operation in the ITIL service lifecycle and value to the business. - The purpose, objectives and scope of service operation. - Processes and functions of the service exploitation. 2) Service operation processes - The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management. - Operational activities of processes in other phases of life cycle services. 3) Common service operation activities - How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services. - How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services. - How the operational activities of processes covered in other lifecycle stages contribute to service operation. - How IT operations staff should look for opportunities to improve the operational activities. 4) Implementation and improving service operation - Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition. - Planning and implementing service management technologies within a company. 5) Technology considerations - Requirements for the technology, tools and telephony for the operation phase services. - Processes and activities including: generic requirements, management of events, incidents, requests, problems, requests for access. Service Center (Service Desk). 6) Organizing for service operation - The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management. - Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles. 7) Challenges, critical success factors and risks - The challenges, critical success factors and risks related to service operation. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 14

15 Hands-on courses, 3 Ref : LAS Candidates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate). Next sessions Brussels may , sep nov ITIL Lifecycle Continual Service Improvment This course covers the practices described in the publication "Continual Service Improvment" of "ITIL - Service Lifecycle Management." You will learn the principles and processes of the Continual Service Improvement, associated methods, organization, implementation considerations, risks... 1) Continual service improvement principles 2) Continual service improvement processes 3) The methods and techniques 4) Organizing for continual service improvement 1) Continual service improvement principles 5) Technology considerations for continual service improvement 6) Implementation an improving the continual service improvement 7) Challenges, critical success factors and risks - The purpose, objectives and scope and approach of CSI. - How the success of the Continual Service Improvement (CSI) depends on understanding the changes in the organization. - How service level management and knowledge management influence and support CSI. - How frameworks, models, standards and quality systems support the concepts CSI. 2) Continual service improvement processes - The seven-step improvement process. - How CSI integrates with the other stages in the ITIL service lifecycle. - Reporting services. - Service measures. - Properly define the metrics and measures. - Concept of return on investment (ROI) in the CSI. - Various business questions for CSI. 3) The methods and techniques - To evaluate and how to use assessments. - When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have room for improvement. - How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and SWOT, to support CSI. - How to create a return on investment, establish a business case and measure the benefits achieved. - How techniques within availability management, capacity management, IT service continuity management and problem management can be used by CSI. - How CSI can use Risk Management to identify the perimeters to improve. 4) Organizing for continual service improvement - The role of the CSI manager, and the roles of service owner, process owner, process manager and process practitioner in the context of CSI and how they can be positioned within an organization. - Responsibilities and skills. - How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well as how to use it to support CSI. 5) Technology considerations for continual service improvement - The technology and tools required and how these would be implemented and managed to support CSI activities. - IT service management suites. - System and network management tools, Event Management tools. - Automated Incident/Problem resolution tools. - Performance Management tools and Statistical Analysis tools. - Project and Portfolio Management tools. - Financial management tools. - Business Intelligence reporting tools. 6) Implementation an improving the continual service improvement - CSI implementation: strategy, planning, governance, communication, project management, operation, as well as how to deal with cultural and organizational change. - Where to start? - Role of governance in CSI. - Impact of organizational changes on CSI. - Strategy and communication plan. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 15

16 7) Challenges, critical success factors and risks - The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details behind how each challenge can be addressed. - The critical success factors related to CSI as well as how to measure and monitor them. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 16

17 Hands-on courses, 5 Ref : ITG IT professionals that want to work in established service management roles, as well as to implement and improve service management practices. Candidates wishing to be trained and examined for this qualification must already have 2 credits from the ITIL Foundation certificate and a further 15 credits from ITIL Intermediate qualifications Next sessions Brussels jun , sep nov ITIL Managing Across the Lifecycle The objective of this course is to provide, analyze and validate the knowledge on business needs, the management by objectives, processes, functions and control activities, interfaces and interactions between the processes contained in the five core publications of ITIL. 1) Key concepts of the service lifecycle 2) Communication and stakeholder management 3) Integrating service management processes across the service lifecycle 4) Managing services across the service lifecycle 1) Key concepts of the service lifecycle - Managing services and service management. - The service lifecycle. - Service value across the different stages of the service lifecycle. - Other key concepts. 2) Communication and stakeholder management 5) Governance and organization 6) Measurement 7) Implementing and improving service management capability - 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. 3) 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. 4) 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 all required service lifecycle stages. - Implementing and improving services, using key sources of information for identifying the need for improvement. - The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle. 5) Governance and organization - Governance. - Organizational structure, skills and competence. - Service provider types and service strategies. 6) 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. 7) 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 management practice and the services themselves. - Key considerations when planning and implementing service management technologies. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 17

18 Hands-on courses, 3 Ref : FOI Anyone working within an organization providing IT services and needing a basic knowledge of this standard. A good knowledge of Information Technology is desirable. Good english(course material and QCM exam in English). ISO 20000, Foundation, certification This course will help you understand the concepts, definitions and context of ISO / IEC It will show you the scope, application framework, and how to use it effectively. It will prepare you to pass the exam IEC Foundation. 1) Basic Introduction to ISO / IEC ) Scope and use of ISO / IEC ) Overall management system 4) The services management process Certification 5) ISO / IEC ) The scope and applicability 7) Succeed and maintain the ISO / IEC certification This course prepares candidates for the examination for certification "ISO / IEC Foundation". The exam consists of 40 questions of multiple choice (1 point each). The duration is 60 minutes and the certification is obtained if the candidate obtains at least 26 correct answers (65%). 1) Basic Introduction to ISO / IEC The principles and the basic elements of the ISO / IEC The definition of IT services. The management of IT services. Aligning Business / IT. - The context and relationships. The ISO / IEC for organizations. - Risk implementation. Réflexion collective Discussion about key terms and définitions. 2) Scope and use of ISO / IEC Scope and structure of ISO / IEC Part Scope and structure of ISO / IEC Part Scope and structure of ISO / IEC Part - 3. Exercise Presenting concrete examples to properly define the perimeters covered the ISO / IEC ) Overall management system - ISO / IEC 20000, terms and définitions. - Comparison between ISO / IEC and ITIL v3. - IT governance definition. - How to use the 4 P. - The service management system. - Planning and implementation of service management. - The design and transition of new or changed services. Exercise Overall presentation of the different phases of the IT service management. 4) The services management process - The service management control process. - The resolution process. - The processes of service delivery. - Relations management process. Exercise Presentation of specific cases to define the importance of IT Service Management. 5) ISO / IEC Main differences between ISO / IEC Part - 1 and ISO / IEC Part Good Practice Guide. 6) The scope and applicability - The organization. - Corporate governance and its relationship with IT. - IT service management. 7) Succeed and maintain the ISO / IEC certification - How successful certification? How to maintain certification? - 7 Steps to certification. Tools. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 18

19 - APMG exam preparation ISO / IEC Foundation. Workshop Passing the certification exam. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 19

20 Hands-on courses, 2 Ref : FOA Auditors of the internal Information Technology. must have 3 years experience in conducting audit in Information Technology. ISO 20000, Auditor, certification You will learn in this course the context, content, requirements, objectives and implementation of ISO / IEC This course also discusses the scope and application of Parts 1, 2, 3 and 5 of the standard, and shows how they can be used during the certification audit. 1) Introduction and discovery of ISO / IEC ) ISO / IEC 20000, scope and use 3) ISO / IEC 20000, implementation Certification 4) ISO / IEC20000 process audit 5) Review, exam preparation and certification This course prepares candidates for the examination for certification "ISO / IEC Auditor". The exam consists of 25 questions of multiple choice (1 point each). The test takes 60 minutes and the certification is obtained if the candidate obtains at least 18 correct answers. 1) Introduction and discovery of ISO / IEC ISO / IEC principles and the basic elements. - Key concepts: service, process, quality,... - Principles of IT Service Management. - The management of IT services. Aligning Business / IT. - The ISO / IEC and quality. - Risks implementation. - Relations with other standards / norms (COBIT, ISO 9000, etc.). - The APMG ISO / IEC certification. Réflexion collective Group discussion about "Service Management" strategy. 2) ISO / IEC 20000, scope and use - ISO / IEC structure Part ISO / IEC objectives and the implementation. - ISO / IEC structure Part Main differences between ISO / IEC Part - 1 and ISO / IEC Part ISO / IEC structure Part ISO / IEC structure Part Requirements of a pre-audit, an audit certifications and audits periodic inspections. Workshop How to solve the problems of defining the scope of application and eligibility for the service provider's certification. 3) ISO / IEC 20000, implementation - The eligibility. - The scope of the standard. - The requirement to cover all processes. - Integration with another quality management system. Exercise Analysis of the eligibility of an organization. 4) ISO / IEC20000 process audit - Roles and responsibilities. - Not in conformity. - The observations. - The following certification. Réflexion collective Conduct ISO / IEC20000 audit process. 5) Review, exam preparation and certification - Review session and mock exam realization. - Fixed the mock exam. - Exam preparation. Workshop Certification exam. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 20

21 Hands-on courses, 3 Ref : FOS Professionals, managers and consultants with key roles in the realization and / or the operational management of service based on ISO / IEC Knowledge of principles and processes of IT Service Management. Be certified ITIL v3 Foundation or ISO / IEC Foundation. ISO 20000, Practitioner, certification At the end of this course you will be able to understand the purpose, use and application of ISO / IEC You will also be able to assist, advise and provide suggestions as to the applicability, eligibility and defining the scope of ISO / IEC certification. 1) Introduction and discovery of ISO / IEC ) ISO / IEC 20000, scope and use 3) ISO / IEC 20000, implementation Certification 4) Building a compliance plan 5) The Service Management System (SMS) 6) Review, exam preparation and certification This course prepares for the exam for certification "ISO / IEC Practitioner". The exam consists of multiple-choice questions (open book) of 4 questions (20 points each) based on case studies. The duration is 3 hours. The candidate is certified if it gets at least 2 correct answers. 1) Introduction and discovery of ISO / IEC The principles and the basic elements of the ISO / IEC Key concepts: service, process, quality,... - The management of IT services. Aligning Business / IT. - The ISO / IEC and quality. - Risks implementation. - Relations with other standards / norms (COBIT, ISO 9000, etc.). - The ITIL v3 standard and ISO / IEC standard. - The APMG ISO / IEC certification. Réflexion collective Group discussion about "Service Management" strategy. 2) ISO / IEC 20000, scope and use - ISO / IEC Scope and structure - Part 1. - ISO / IEC Scope and structure - Part 2. - Main differences between ISO / IEC Part 1 and ISO / IEC Part 2. Exercise Define the scope of ISO in concrete cases. 3) ISO / IEC 20000, implementation - Eligibility. - The perimeters of the standard. - The requirement to cover all processes. - Integration with another system. Exercise Analysis of the eligibility of an organization. 4) Building a compliance plan - Approach development for compliance with the standard. - What to do in case of non-compliance? Exercise Search nonconformities in exemplary process. 5) The Service Management System (SMS) - Services Management System definition. - Requirements for the service provider. - Service design. - Service Transition. - The provision of services. - Improving services. Case study Development of an SLA: negotiation of service agreements related organization, management and reporting. Architecture and configuration management. Management change. 6) Review, exam preparation and certification - Review session and realization of a mock exam. - Fixed the mock exam. ORSYS, La Grande Arche, Paroi Nord, Paris La Défense cedex. Tél : +33 (0) Fax : +33(0) page 21

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