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1 Synopse Consulting Training Programme To:

2 Content Content Introduction Quality Control Process ITIL for Managers: an introduction to ITSM & ITIL Objectives Intended for Background Main topics Training method Pricing ITIL Foundation Objectives Intended for Background Main topics Day Day Training method Pricing ITIL Foundation exam E-learning ITIL Awareness Objectives Intended for Logistics Pricing Duration ITIL Awareness Extended Objectives Intended for Logistics Pricing Duration ITIL for Helpdesk Objectives Intended for Logistics...14 Synopse Consulting Document for exclusive use only Version: 1.0 Page 2 of 20

3 6.3.4 Pricing Duration ITIL Foundation Objectives Intended for Logistics Pricing Duration COBIT Awareness Objectives Intended for Logistics Pricing Duration COBIT Foundation Objectives Intended for Logistics Pricing Duration Apollo 13 Game Objectives Intended for Pricing Contacts References...20 Synopse Consulting Document for exclusive use only Version: 1.0 Page 3 of 20

4 1 Introduction Synopse Consulting a leader in the area of IT service and systems management consultancy and provides end-to-end services in the area of IT Governance, IT Service Management and IT Systems Management through its 3 competence centres: - IT Service Management tools - Systems Management tools - IT Process consulting - ITSM Training Synopse Consulting is your trusted partner for complex IT Service Management projects by providing end-to-end solutions, from concept to operations, and make your processes actually work. Our approach offers the following advantages: - A unique approach, offering consultancy services at the organization and process level, up to and including the implementation and integration of technical solutions, using rapid deployment methodologies. - We differentiate from both traditional IT consulting firms as traditional System Integrator, offering only organization and process modelling, or tool integration. We do align, implement and integrate the solutions that we propose. - A team of trained, experienced and certified consultants in the domain of IT Management. - We deploy best-practices from ITIL, Gartner, which have proven their benefits to many IT organizations, offering rapid return on investment. Use of a proven Project Management methodology (Prince2), which assures successful completion of these projects. ITIL is the de facto international standard framework of best practices in IT Service Management. The IT Infrastructure Library (ITIL) contains a comprehensive description of the processes involved in managing IT infrastructures. ITIL is relevant to anyone involved in the delivery or support of IT services. Whether you are managing day-to-day IT services, or establishing and refining existing processes, ITIL can help you apply internationally proven best practices for the IT services and support you provide. ITIL has become the global standard and is now rapidly gaining approval all over the world. Right from the start, certification of professionals has been a key element in the ITIL approach. Synopse Consulting is a founding member of the itsmf Belgium and has contributed actively in modernising the most recent ITIL publications. Today, Synopse Consulting certifies ITIL-professionals for ITIL Foundation, ITIL Service Manager and ITIL Practitioner, all over the world. Synopse Consulting Document for exclusive use only Version: 1.0 Page 4 of 20

5 2 Quality Control Process Synopse Consulting feels that a training, including the objectives of quality, controlling costs, flexibility and ability to evolve, cannot be managed by simply making available resources that are more or less organised among themselves. The concept of the overall project, established for carrying out the objectives of the courses, is the key to the vault of Synopse Consulting s answer. To attain the goal that has been established, it is essential to put in place different aspects in order to put quality management into practice, and to guarantee quality control. The working procedures are an essential tool for the standardisation of our trainings. They always have the potential to change. Synopse must also be in a position to guarantee the continuity of the Training Dept, in the short and the long term. All our trainers have several years of experience in the real word as a consultant. This gives the client a guarantee that they know what there talking about. Synopse has also a training manager who can be contacted at any time. He is responsible for the quality of services. Course Evaluation, finally, is an essential tool for monitoring and controlling the quality, of the work load and its development, and the appropriateness of the results to the overall objectives previously defined Synopse Consulting Document for exclusive use only Version: 1.0 Page 5 of 20

6 3 ITIL for Managers: an introduction to ITSM & ITIL 3.1 Objectives In this course, participants will be introduced to IT service management in general and to the ITIL methodology in particular. During this course, participants: learn to situate ITIL and its importance in IT service management; get an insight into the adfromtages of IT service management and ITIL; become familiar with all ITIL service support and delivery processes; get an insight into the relation between these processes; get an insight into the consequences of introducing IT service management and ITIL. 3.2 Intended for This course is designed for everyone occupied with IT service management and ITIL and who wants to get an insight into the basic principles. ICT management, IT service managers, IT service management project leaders, help desk supervisors, quality managers, help desk agents, system operators, network operators. 3.3 Background No specific background is required. 3.4 Main topics Introduction: history evolution the most important basic principles and the adfromtages of ITIL The service desk Service support Service delivery Implementation of ITIL: how to implement the improvement of processes? Communication at the IT department Customer Relationship Management at the IT departments (ITCRM) 3.5 Training method Classroom instruction with real-life examples. Synopse Consulting Document for exclusive use only Version: 1.0 Page 6 of 20

7 Duration: 1 day. The ITIL introduction training can be organised at <customer> premises in Dutch French and English. A date will be determined upon approval of this proposal, based on the participants availability 3.6 Pricing ITIL Introduction Days Fee Minimum 5 maximum Participants A copy of our latest evaluation reports an ITIL training (Fluxys, AMP, Abis, GlaxoSmithKline, TechTeam, FedEx, Dieteren, Schering ) can be submitted if requested by the <customer>. Synopse Consulting Document for exclusive use only Version: 1.0 Page 7 of 20

8 4 ITIL Foundation This training is planned in advance (4 / year) or can be given for a specific company. 4.1 Objectives This training is aimed at providing a clear frame of reference for IT Service Management to all people that will be involved in the design, development and implementation of best practices at <customer>. During this training the participants will receive An overview of ITIL best practices and their importance to IT Service Management Insight into the adfromtages of process oriented working methods in general and ITIL in particular A detailed overview of all ITIL service support and delivery processes Insight into the relationship between the different processes An overview of all basic principles of ITIL and how they should be interpreted Insight into project based implementation of ITIL Insight into the changes in culture implied by the implementation of process oriented working methods A preparation for the examination to obtain the Foundation Certificate in IT-Service Management At the end of this course participants will be able to take the ITIL Foundation Certificate in IT Service Management. 4.2 Intended for IT service managers, IT service management group leaders and analysts, IT service management project leaders, help desk supervisors, quality managers, help desk staff, system managers, network managers. 4.3 Background No specific background is required. 4.4 Main topics Day 1 Introduction: history, evolution, general principles and adfromtages of ITIL The Service Desk - Definition of the Service Desk Synopse Consulting Document for exclusive use only Version: 1.0 Page 8 of 20

9 - The Service Desk s place within the organisation - Main objectives of the Service Desk Service Support: The different Service Support processes and their place within the organisation - Incident life cycle: example of the interaction with other processes - Incident Management - Problem Management - Configuration Management - Change Management - Release Management Day 2 Review Day 1 Service Delivery: The different Service Delivery processes and their place within the organisation - Service Level Management - Financial Management for ICT - Capacity Management - Continuity Management - Availability Management Implementing ITIL: how to implement process improvements? - Change process - Change strategies - Implementation planning - Communication Communication at the IT department - Introduction - Theory - The importance and adfromtages of good communication within the IT department - Conclusions Test exam ITIL Foundation 4.5 Training method Classroom instruction with real-life examples and case studies. Synopse Consulting Document for exclusive use only Version: 1.0 Page 9 of 20

10 Duration: 2 days. The ITIL Foundation training is spread over two consecutive days. It can be organised at <customer> premises in Dutch French and English. A date will be determined upon approval of this proposal, based on the participants availability 4.6 Pricing ITIL Foundation Days Fee Minimum 5 maximum Participants ITIL Foundation Open Days Fee Training Per participant Synopse Consulting Document for exclusive use only Version: 1.0 Page 10 of 20

11 5 ITIL Foundation exam Econocom have an agreement with Exin, the examination institute, which delivers the ITIL Foundation certificates, to take ITIL Foundation exams in Belgium. The exam can be taken at the end of the second day of an ITIL Foundation course or you can order a specific exam day. ITIL Exam after Foundation Hours Fee Per participant ITIL Exam day Hours Fee Per participant Synopse Consulting Document for exclusive use only Version: 1.0 Page 11 of 20

12 6 E-learning 6.1 ITIL Awareness Objectives The ITIL/ITSM Awareness course is perfectly suited for Managers and non-core IT people who do need an overview of IT Service Management and the role of ITIL within the service management domain. This course gives you an overview of the key concepts within the IT Infrastructure Library Best Practices. ITIL Best Practices are globally recognized as the preferred way of managing and delivering IT Services in an organization. At the end of this course, you will be able to: - Identify the need for IT Service Management in your IT organization - Recall the major processes as covered in the ITIL Best Practices - Recognize the benefits of ITIL and ITSM for an organization - Identify the ways in which ITIL can be applied within your organization Intended for IT Support Staff, IT Consultants, Key Business Users, IT Developers Logistics - Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, Speakers or a headset, 1024X768 pixel resolution) - Broadband Internet connection Pricing ITIL Awareness Fee Per participant Duration Self-paced, 2-Hours Synopse Consulting Document for exclusive use only Version: 1.0 Page 12 of 20

13 6.2 ITIL Awareness Extended Objectives Besides introducing ITIL and ITSM, this course also gives an introduction to each of the ITIL processes. The extended awareness course provides you with an overview of the concepts within the ITIL Best practices and also introduces the principles of all the ITIL processes. This course gives you an overview of the concepts within the ITIL Best Practices and also introduces you to the key ITIL processes. The course also explains how the ITIL processes integrate to provide smooth functioning of organizations and ensure high-quality services to their customers. (Designed for audience not likely to take ITIL Foundation Course) At the end of this course, you will be able to: - Identify the need for IT Service Management in your IT organization - Recognize the benefits of ITIL and ITSM for an organization - Identify the ways in which ITIL can be applied within your organization - Recall the major processes as covered in the ITIL Best Practices - Define the role/purpose of each of the key ITIL processes Intended for IT Support Staff, IT Consultants, Key Business Users, IT Developers Logistics - Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, 1024X768 pixel resolution) - Broadband Internet connection Pricing ITIL Awareness Extended Fee Per participant Duration Self-paced, 4-Hours Synopse Consulting Document for exclusive use only Version: 1.0 Page 13 of 20

14 6.3 ITIL for Helpdesk Objectives This course is specially designed for help-desk agents and first-level support staff with focus on the Service Desk function, Incident Management, Change Management, Configuration Management and Problem Management processes. ITIL for Help Desk Agents is designed to give the IT help-desk and support staff an overview of ITIL and IT Service Management, and an introduction to the key ITIL processes which At the end of this course, you will be able to: - Identify the need for IT Service Management in your IT organization - Recall the major processes as covered in the ITIL Best Practices - Recognize the benefits of ITIL and ITSM for an organization - Recall the concepts, objectives, activities, roles, relationships and metrics for Incident Management, Change Management, Configuration Management, Problem Management and Service Desk processes/functions Intended for Technical Help Desk staff/personnel, Help Desk Analysts, Customer Support Staff directly effect the help-desk staff Logistics - Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, 1024X768 pixel resolution) - Broadband Internet connection Pricing ITIL for Helpdesk Fee Per participant Duration Self-paced, 5-Hours Synopse Consulting Document for exclusive use only Version: 1.0 Page 14 of 20

15 6.4 ITIL Foundation Objectives Synopse' ITIL Foundation Course is an award winning and EXIN accredited course comprising of an integrated case study learning approach and rich dynamic content in an interactive multimedia presentation. The 16 hour long modularized self-paced e-learning course introduces you to the concepts of IT Service Management (ITSM) and how to apply the industry standard IT Infrastructure Library (ITIL) Service Support and Service Delivery principles within an IT services driven organization. The ITIL Foundation Course combines the advantages of anywhere-anytime convenience and can be accesses from your office or home. The course also provides flexible course tracks that let you learn at your own pace and an integrated case study to enable thorough understanding and retention. The course is developed in compliance with all the prerequisite training and exam specifications laid down by EXIN and leads you to ITIL Foundation Certification. At the end of this course, you will be able to: - Identify the various ITIL processes that can be implemented in an organization - Identify the benefits of implementing each ITIL process in an organization - Identify the basic concepts related to each ITIL process - Identify the activities and roles involved in each process - Identify the relationship of each ITIL process with other processes - Identify the factors that affect the effectiveness of each ITIL process Intended for IT Support Staff, IT Consultants, Key Business Users, IT Developers Logistics - Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, 1024X768 pixel resolution) - Broadband Internet connection Pricing ITIL Foundation Fee Per participant Duration Self-paced, 16 Hours Synopse Consulting Document for exclusive use only Version: 1.0 Page 15 of 20

16 6.5 COBIT Awareness Objectives This introductory course addresses the need for an IT control framework and explains CobiT addresses this in relation to other frameworks. In two hours you will learn about IT governance issues affecting organizations globally and the need for aproper control framework. CobiT is introduced and explained at a high level as the best practice model for IT governance. You will learn about the components of the model and the relationship with other frameworks such as ITIL and COSO. At the end of this course, you will be able to: - How IT management issues are affecting organizations - The need for a control framework driven by the need for IT Governance - How CobiT meets the requirement for an IT Governance Framework - How CobiT is used with other standards and best practices - The elements of the CobiT Framework - How the use of CobiT is supported by the ITGI Intended for IT Support Staff, Key Business Users, Senior Managers in IT service providing firms Logistics - Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, 1024X768 pixel resolution) - Broadband Internet connection Pricing COBIT Awareness Fee Per participant Duration Self-paced, 2 Hours Synopse Consulting Document for exclusive use only Version: 1.0 Page 16 of 20

17 6.6 COBIT Foundation Objectives This course addresses the need for an IT control framework and explains how this is addressed by CobiT. The elements of the CobiT framework are explained using practical examples and scenario based learning. You will learn about IT governance issues that are affecting organizations globally and how CobiT addresses this need with a globally accepted IT control and governance framework. Through a case study driven approach you will learn about the components comprising the CobiT model, and how this is applied in practice using interactive scenario's and real world examples. The course prepares you for the official CobiT Foundation Certification organized under the umbrella of ISACA. At the end of this course, you will learn about: - How IT management issues are affecting organizations - The need for a control framework driven by the need for IT Governance - How CobiT meets the requirement for an IT Governance Framework - How CobiT is used with other standards and best practices - The functions that CobiT provides and the benefits of using CobiT - The CobiT Framework and all the components of CobiT (Control Objectives, Control Practices, Management Guidelines, Audit Guidelines.) - How to apply CobiT in a practical situation - How the use of CobiT is supported by the ITGI Intended for IT Support Staff, IT Consultants, Key Business Users, Senior IT and Audit Management, Practitioners, Senior Managers in IT service providing firms Logistics - Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, 1024X768 pixel resolution) - Broadband Internet connection Pricing COBIT Awareness Fee Per participant Duration Self-paced, 10 Hours Synopse Consulting Document for exclusive use only Version: 1.0 Page 17 of 20

18 7 Apollo 13 Game The 'Apollo 13 - an ITSM case experience simulation game is an intense, one-day training in which ITSM concepts and processes are experienced through the use of an interactive game. In this training, real life situations taken from the Apollo 13 mission are simulated. You will work in teams, playing the roles of the mission operations ground crew in Houston. Your mission: bring the crippled spacecraft and its crew safely home. By doing so, you and your colleagues will learn and experience all the benefits of ITSM best practice solutions. 7.1 Objectives Participant will have a better understanding of the ITSM theory. By investigating the Apollo 13 case, participants will have learned how ITSM processes were used in other environments. They will understand the interdependency of processes and the processes' impact on business continuity. Participants will have a better understanding of working processes. They will have learned how good designs can improve the performance of the service department. Participants will learn how to co-operate and how to improve working processes by designing and implementing as a team. Participants will end up with a list of changes to be made in your own working environment. 7.2 Intended for ICT employees, ICT managers, process managers, team managers, and others Employees requiring ITSM knowledge or experience Employees who have followed the ITSM Foundation course and want to experience the ITSM processes in practice. 7.3 Pricing ITIL Foundation Days Fee Minimum 8 maximum Participants Synopse Consulting Document for exclusive use only Version: 1.0 Page 18 of 20

19 8 Contacts Christophe Leenknecht Business Development Manager Leuvensesteenweg 510/B Zaventem Gert Beliën Training Manager Sales & Technical Support Manager Leuvensesteenweg 510/B Zaventem Tel. : Tel. : Fax. : Fax. : GSM : GSM : Synopse Consulting Document for exclusive use only Version: 1.0 Page 19 of 20

20 9 References In 2006 FedEx, ITIL Foundation & certification for IT organization from FedEx EMEA Deloitte, ITIL Foundation & certification for internal IT Service Desk employees Open training, ITIL Foundation training and certification in Zaventem Open training, ITIL Foundation training and certification in Luxembourg Reuters, ITIL Foundation training and certification Orsys, ITIL Foundation training and certification in Paris KBC Bank, ITIL Foundation training Brunswick, ITIL Foundation training Thomson, ITIL Foundation training Kemira, ITIL Foundation training Henkel, Apollo Game + ITIL Workshop In 2005 Open training, ITIL Service Manager training and certification CIRB, ITIL Foundation & certification for de Brussels Fire Department CSC South Africa, ITIL Foundation & certification for CSC consultants in South Africa Esselte, ITIL Foundation & certification for IT employees from Esselte FujiFilm, ITIL Foundation training for IT Management and IT Support employees Crédit Agricole (France), ITIL Foundation & Certification Ministerie from het Brussels Hoofdstedelijk Gewest, ITIL Foundation training Wolters Kluwer Belgium, ITIL Foundation & certification, ITIL Service Manager training In 2004 D Ieteren, ITIL Introduction training FedEx, ITIL Foundation training for Customer Support organization SUN Microsystems, ITIL Foundation & certification for SUN employees in de Europe Middle- East Asia region In 2003 AGF Allianz Belgium, ITIL Introduction training and ITIL Workshops for de internal ICT department GlaxoSmithKline, ITIL Introduction and ITIL Foundation training for the ICT employees from GSK SAS, ITIL Foundation & certification for SAS employees and SAS clients InBev, ITIL Foundation & certification for internal employees SUN Microsystems, ITIL Foundation & certification for SUN employees in Belgium Synopse Consulting Document for exclusive use only Version: 1.0 Page 20 of 20

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