ABOUT ITIL IT SERVICE MANAGEMENT. Where is ITIL...in the Best Prac ces framework?

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1 ABOUT ITIL ITIL provides a framework of best prac ce guidance for IT Service Management. It provides a framework for the governance of IT and focuses on the con nual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspec ve. This factor is a major factor in ITIL s worldwide success and has contributed to its prolific usage and to the key benefits obtained by those organisa ons deploying the techniques and processes throughout their organisa- ons. ITIL is the most widely accepted approach to IT Service Management in the world with over one million cer fied IT professionals worldwide. ltil was ini ally published between 1989 and 1995 ; a second version was released between 2000 and In 2007, ITIL v3 is launched and consists of 5 core books cove ring the service life -cycle. The new edi on, ITIL 2011 edi on, is an update version of the ITIL version 3 (V3). IT organiza ons ne ed to con nue to be able to meet or exceed service expecta ons while working as efficiently as possible. Consistent repeatable processes are the key to efficiency, effec veness and the ability to improve services. ITIL is a public domain best prac ce which means organiza ons do not have to pay a license fee to use ITIL. Parcours de cer fica on For those candidates who decide to aim for ITIL Expert, the ITIL Founda on cer ficate is the very first level. A total of 17 credits minimum must be achieved from Founda on and Intermediate modules (Lifecycle and Capability) before the Managing Across the Lifecycle (MALC) module can be taken. 27 IT SERVICE MANAGEMENT Other services upon request In house courses : those trainings are also held in-house, allowing us to adpat training program and dura on to your organiza onal needs Customised Case Study: It is proposed that in collabora on with a key IT Manager of the client, a unique case study is developed based on the client s work prac ce. This case study will form the basis of the exercises during the course ITIL Overview Course - 1 day maximum: This one day event provides an introduc on to the ITIL Best Prac ces in order to explain to the par cipants the value of using ITIL Coaching and Implementa on support: please check the Consultancy Services page at the beginning of this catalogue Where is ITIL......in the Best Prac ces framework? Por olio, and Project Offices (P3O ) ITIL Por olio Management - MoP Management - MSP Project Management - PRINCE2, PMP, Agile PM I attended PRINCE2 Foundation Practitioner and ITIL Foundation training with QRP. The quality of the trainings was very high and the trainers are very profi cient and professional. Stefano, Service Manager and IT PM Sector: Public Administra on

2 28 ITIL FOUNDATION Check out our website for the full public schedule of accredited best prac ce training courses IT Service Providers, IT Directors and Managers, CIO s, Service Management Consultants, those who require a basic understanding of the ITIL framework, those who require a basic understanding of the applica on of ITIL to enhance the quality of IT Service Management within an organiza on It is desirable but not essen al that par cipants have some experience of working in IT service Management. Some preread material is provided prior to the event and is expected to be fully read before a ending the course. Following the comple on of the course par cipants should: Know and understand the Service management as a prac ce (comprehension) Know and understand the ITIL service lifecycle (comprehension) Know and understand the Generic concepts and defini ons (awareness) Know and understand the Key principles and models (comprehension) Know and understand the Selected processes (awareness) Know and understand the Selected func ons (awareness) Know and understand the Selected roles (awareness) Know and understand the Technology and architecture (awareness) Pass the ITIL Founda on exam During the course the prac cal side of the ITIL Best Prac ce method is emphasized through assignments and exercises. The training will cover the ITIL terms and prepare the delegate for the ITIL Founda on exam with a focus on: Day 1: Introduc on to ITIL, Service Management as a prac ce, Service Strategy, Service Design Day 2: Service Design, Service Transi on, Service Opera on Day 3: Service Opera on. Con nual Service Improvement, ITIL Founda on exam, Course Conclusion QRP, there are 4 simple and fast ways to enrol! 1. By phone: By fax: By info@qrpinterna onal.com 4. By Internet : onal.com Pour For any toute informa on or subscrip on: ou inscrip on: onal.com onal.fr info@qrpinterna onal.com france@qrpinterna onal.com

3 ITIL SERVICE STRATEGY Contact your local QRP office for further informa- on about our services upon request The ITIL Founda on exam must have been passed if a ending Intermediate courses. For this course, a very good knowledge of English is required. Chief informa on officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers, IT architects, IT planners, IT consultants, IT audit managers, IT security managers Introduc on to service strategy Service strategy principles Service strategy processes Governance Organizing for service strategy Technology considera ons Implemen ng service strategy Pass the ITIL Service Strategy exam During the course the prac cal side of the ITIL Service Strategy Best Prac ce is emphasized through assignments and exercises. The training will cover the ITIL SS terms and prepare the delegate for the ITIL SS exam with a focus on: Day 1: Introduc on to service strategy, Service strategy principles, Service strategy processes Day 2: Governance, Organizing for service strategy, Technology considera ons Day 3: Implemen ng service strategy, Challenges, cri cal success factors and risks, ITIL Service Strategy Exam and course Conclusion 29 IT SERVICE MANAGEMENT A Ques on? Our Training team is reachable from 9 AM to 5.30 PM form Monday to Friday. Call us on a unique phone number, a quick answer!

4 30 ITIL SERVICE DESIGN We re happy to answer your ques ons and provide solu ons. Visit our website to find out more Chief informa on officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers, IT architects, IT planners, IT consultants, IT audit managers, IT security managers... The ITIL Founda on exam must have been passed if a ending Intermediate courses. For this course, a very good knowledge of English is required. Introduc on to service design Service design principles Service design processes Service design technology-related ac vi es Organizing for service design Technology considera ons Implementa on and improvement of service design Pass the ITIL Service Design exam During the course the prac cal side of the ITIL Service Design Best Prac ce is emphasized through assignments and exercises. The training will cover the ITIL SD terms and prepare the delegate for the ITIL SD exam with a focus on: Day 1: Introduc on to service design, Service design principles, Service design processes Day 2: Service design technology-related ac vi es, Organizing for service design, Technology considera ons Day 3: Implementa on and improvement of service design, Challenges, cri cal success factors and risks, ITIL Service Design Exam and Course Conclusion We offer Group Discounts If you have a group of two or more delegates to book on a QRP course we will be happy to provide you a mul ple delegate discount or provide informa on for an in-house course. Contact us for more informa on and to place a group booking. Pour For any toute informa on or subscrip on: ou inscrip on: onal.com onal.fr info@qrpinterna onal.com france@qrpinterna onal.com

5 ITIL SERVICE TRANSITION Check out our website for the full public schedule of accredited best prac ce training courses The ITIL Founda on exam must have been passed if a ending Intermediate courses. For this course, a very good knowledge of English is required. Chief informa on officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers, IT architects, IT planners, IT consultants, IT audit managers, IT security managers... Introduc on to service transi on Service transi on principles Service transi on processes Managing people through service transi ons Organizing for service transi on Technology considera ons Implemen ng and improving service transi on Pass the ITIL Service Transi on exam During the course the prac cal side of the ITIL Service Transi on Best Prac ce is emphasized through assignments and exercises. The training will cover the ITIL ST terms and prepare the delegate for the ITIL ST exam with a focus on: Day 1: Introduc on to service transi on, Service transi on principles, Service transi on processes Day 2: Managing people through service transi ons, Organizing for service transi on, Technology Considera ons Day 3: Implemen ng and improving service transi on, Challenges, cri cal success factors and risks, ITIL Service Transi on Exam and Course Conclusion 31 IT SERVICE MANAGEMENT We have tailor-made training solu ons We are proud of our ability to tailor our services to the specific needs of customers. Whether our customers are looking for a full package training or for a specific course element, we can help and provide support in evalua ng what is best for them.

6 32 ITIL SERVICE OPERATION Contact your local QRP office for further informa- on about our services upon request Chief informa on officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers, IT architects, IT planners, IT consultants, IT audit managers, IT security managers, ITSM trainers... The ITIL Founda on exam must have been passed if a ending Intermediate courses. For this course, a very good knowledge of English is required. Introduc on to service opera on Service opera on principles Service opera on processes Common service opera on ac vi es Organizing for service opera on: func ons Technology considera ons Implementa on of service opera on Pass the ITIL Service Opera on exam During the course the prac cal side of the ITIL Service Opera on Best Prac ce is emphasized through assignments and exercises. The training will cover the ITIL SO terms and prepare the delegate for the ITIL SO exam with a focus on: Day 1: Introduc on to service opera on, Service opera on principles, Service opera on processes Day 2: Common service opera on ac vi es, Organizing for service opera on, Technology considera ons Day 3: Implementa on of service opera on, Challenges, cri cal success factors and risks, ITIL SO Exam and Course Conclusion We are Community Involved We believe that the most ethical strategy for long-term success is to be involved in our community. The QRP team always strives to give a social and a professional support to the members of our user groups and our dedicated online forum. Pour For any toute informa on or subscrip on: ou inscrip on: onal.com onal.fr info@qrpinterna onal.com france@qrpinterna onal.com

7 ITIL CONTINUAL SERVICE IMPROVEMENT We re happy to answer your ques ons and provide solu ons. Visit our website to find out more Chief informa on officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers, IT architects, IT planners, IT consultants, IT audit managers, IT security managers... The ITIL Founda on exam must have been passed if a ending Intermediate courses. For this course, a very good knowledge of English is required. Introduc on to CSI CSI principles CSI process CSI methods and techniques Organizing for CSI Technology considera ons Implemen ng CSI Pass the ITIL CSI exam During the course the prac cal side of the ITIL Con nual Service Improvement Best Prac ce is emphasized through assignments and exercises. The training will cover the ITIL CSI terms and prepare the delegate for the ITIL CSI exam with a focus on: Day 1: Introduc on to con nual service improvement, Con nual service improvement principles, Con- nual service improvement process Day 2: Con nual service improvement methods and techniques, Organizing for con nual service improvement, Technology considera ons Day 3: Implemen ng con nual service improvement, Challenges, cri cal success factors and risks, ITIL CSI exam and Course Conclusion 33 IT SERVICE MANAGEMENT We offer you fantas c training facili es synonymous with learning We don t expect you to try and learn in a cold, dark metal shell on an industrial estate, as we know to get the most out of your training you need to be in a comfortable, easy to reach, relaxed environment. This is why we are based in modern buildings with a dedicated training facility.

8 34 ITIL CAPABILITY Check out our website for the full public schedule of accredited best prac ce training courses IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Cer ficate in the Opera onal Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organiza on The ITIL Founda on exam must have been passed if a ending Intermediate courses. For this course, a very good knowledge of English is required. OPERATIONAL SUPPORT AND ANALYSIS (OSA) The value to the business of OSA ac vi es How OSA ac vi es support the service lifecycle Op mizing service opera on performance How the processes in OSA interact with other service lifecycle processes How to use the OSA processes, ac vi es and func ons to achieve opera onal excellence How to measure OSA The importance of IT security and its contribu ons to OSA Understanding the technology and implementa on considera ons surrounding Pass the ITIL OSA exam During the course the prac cal side of the ITIL OSA Best Prac ce is emphasized through assignments and exercises with a focus on: Introduc on to opera onal support and analysis, Event management, Incident management, Request fulfilment, Problem management, Access management, The service desk, Func ons and Roles, Technology and implementa on considera ons. PLANNING, PROTECTION AND OPTIMIZATION (PPO) Service design in PPO and lifecycle context Processes across the service lifecycle pertaining to the prac ce elements within planning, protec on and op miza on Capacity management as a capability to realize successful service design Availability management as a capability to realize successful service design IT service con nuity management as a capability to support overall business con nuity management Informa on security management as part of the overall corporate governance framework Planning, protec on and op miza on roles and responsibili es Technology and implementa on considera ons Organiza onal roles relevant to PPO Pass the ITIL PPO exam During the course the prac cal side of the ITIL PPO Best Prac ce is emphasized through assignments and exercises with a focus on: Introduc on to planning, protec on and op miza on, Capacity management, Availability management, IT service con nuity management (ITSCM), Informa on security management, Demand management, Planning, protec on and op miza on roles and responsibili es, Technology and implementa on considera ons. Pour For any toute informa on or subscrip on: ou inscrip on: onal.com onal.fr info@qrpinterna onal.com france@qrpinterna onal.com

9 ITIL CAPABILITY Contact your local QRP office for further informa- on about our services upon request IT Professionals, Business managers, Business process owners, Individuals who require a deep understanding of the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organiza on... The ITIL Founda on exam must have been passed if a ending Intermediate courses. For this course, a very good knowledge of English is required. SERVICE, OFFERINGS AND AGREEMENTS (SOA) Overview of SOA processes and basic principles The value to the business of SOA ac vi es How the SOA processes rely on a good business case How the SOA processes rely on a good understanding of return on investment (ROI) Processes across the service lifecycle pertaining to the service offerings and agreements SOA roles and responsibili es Technology and implementa on considera ons Pass the ITIL SOA exam During the course the prac cal side of the ITIL SOA Best Prac ce is emphasized through assignments and exercises with a focus on: Introduc on to service offerings and agreements (SOA), Service por olio management, Service catalogue management, Service level management, Demand management, Supplier management, Financial Management for IT services, Business rela onship management, SOA roles and responsibili es, Technology and implementa on considera ons. RELEASE CONTROL AND VALIDATION (RCV) The importance of service management as a prac ce concept and service transi on principles, purpose and objec ve The importance of ITIL release, control and valida on while providing service How all processes in ITIL release, control and valida on interact with other service lifecycle processes What are the processes, ac vi es, methods and func ons used in each of the ITIL release, control and valida on processes How to use the ITIL release, control and valida on processes, ac vi es and func ons to achieve opera onal excellence How to measure ITIL release, control and valida on The importance of IT security and its contribu ons to ITIL release, control and valida on The technology and implementa on considera ons surrounding ITIL release, control and valida on Pass the ITIL RCV exam During the course the prac cal side of the ITIL RCV Best Prac ce is emphasized through assignments and exercises with a focus on: Introduc on to release, control and valida on (RCV), Change management, Service asset and configura on management (SACM), Service valida on and tes ng (SVT), Release and deployment management (RDM), Request fulfilment, Change evalua on, Knowledge management (KM), Release, control and valida on roles and responsibili es, Technology and Implementa on Considera ons. 35 IT SERVICE MANAGEMENT

10 36 ITIL MANAGING ACROSS THE LIFECYCLE We re happy to answer your ques ons and provide solu ons. Visit our website to find out more Chief informa on officers, Senior IT managers, IT managers, Supervisors, IT professionals, IT opera ons prac oners, IT development prac oners, Individuals who require a business and management level understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organiza on... Candidates wishing to be trained and examined for this qualifica on must already have two (2) credits from the ITIL Founda on cer ficate and must, as a minimum, have obtained a further 15 credits to a total of at least 17 credits. For this course, a very good knowledge of English is required. Key concepts of the service lifecycle Communica on and stakeholder management Integra ng service management processes across the service lifecycle Managing services across the service lifecycle Governance and organiza on Measurement Implemen ng and improving service management capability Pass the ITIL Managing across the lifecycle exam During the course the prac cal side of the ITIL Managing across the lifecycle Best Prac ce is emphasized through assignments and exercises. The training will cover the ITIL MALC terms and prepare the delegate for the ITIL MALC exam with a focus on: Day 1: Key concepts of the service lifecycle, Day 2: Communica on and stakeholder management, Integra ng service management processes across the service lifecycle Day 3: Managing services across the service lifecycle, Governance and organiza on Day 4: Measurement, Implemen ng and improving service management capability Day 5: ITIL MALC exam and Course Conclusion We offer in-house solu on If you have a number of people to train, our courses can be run as an onsite or private course. It might be the most cost effec ve way and it gives you the ability to customize the training to your specific needs, with our Course Tailoring service. For any informa on or subscrip on: onal.com info@qrpinterna onal.com