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 20000 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 1
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. 17 2015, sep. 21 2015 nov. 16 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 2
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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 3
Hands-on courses, 1 Ref : CTP To have attended the ITIL Foundation v3 seminar. Next sessions Brussels jun. 19 2015, sep. 23 2015 nov. 18 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 4
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. 29 2015, oct 19 2015 dec. 14 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 5
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 20000 and ITIL, or to obtain certification. A good understanding of IT is desirable. Able to read English (training material and discussion on ISO / IEC 20000 Part are in English). ITIL and ISO 20000 Foundation, certifications This course identifies the principles of service management based on ITIL and ISO / IEC 20000. 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 20000 standard. 1) ITIL v3 referential presentation. 2) The five modules of ITIL v3 3) The services management process 4) ISO / IEC 20000 basic introduction Certification 5) ISO / IEC 20000 scope and use 6) ISO / IEC 20000 Global Management System 7) ISO / IEC 20000 scope and applicability Passing two certification exams "ITIL Foundation" and "ISO / IEC 20000 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 20000 basic introduction - Comparison between ISO / IEC 20000 and ITIL v3. Basic principles and elements ISO / IEC 20000. - Aligning Business / IT. The ISO / IEC 20000 for organizations. - Implementation risks. 5) ISO / IEC 20000 scope and use - ISO / IEC 20000 scope and structure Part - 1. - ISO / IEC 20000 scope and structure Part - 2. - Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2. - ISO / IEC 20000 scope and structure Part - 3. Exercise Presenting concrete examples to clearly define the perimeters of each party ISO / IEC 20000. 6) ISO / IEC 20000 Global Management System - ISO / IEC 20000 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 20000 scope and applicability - The organization. - Corporate governance and its relationship with IT. - IT service management. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 6
- Exam preparation. Workshop Certification exam. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 7
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. 1 2015, sep. 14 2015 nov. 16 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 8
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. 1 2015, sep. 14 2015 nov. 16 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 9
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. 29 2015, sep. 14 2015 nov. 16 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 10
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 4 2015, sep. 21 2015 dec. 7 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 11
Hands-on courses, 3 Ref : LCS Candidates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate) Next sessions Brussels may 4 2015, sep. 28 2015 nov. 16 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 12
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. 15 2015, sep. 21 2015 dec. 7 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 13
Hands-on courses, 3 Ref : EDS Candidates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate). Next sessions Brussels may 26 2015, sep. 21 2015 nov. 16 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 14
Hands-on courses, 3 Ref : LAS Candidates must hold ITIL V3 Foundation Certificate (or ITIL V3 Foundation Bridge certificate). Next sessions Brussels may 11 2015, sep. 28 2015 nov. 16 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 15
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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 16
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. 15 2015, sep. 28 2015 nov. 16 2015 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 17
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 20000. It will show you the scope, application framework, and how to use it effectively. It will prepare you to pass the exam IEC 20000 Foundation. 1) Basic Introduction to ISO / IEC 20000 2) Scope and use of ISO / IEC 20000 3) Overall management system 4) The services management process Certification 5) ISO / IEC 20000-2 6) The scope and applicability 7) Succeed and maintain the ISO / IEC 20000 certification This course prepares candidates for the examination for certification "ISO / IEC 20000 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 20000 - The principles and the basic elements of the ISO / IEC 20000. - The definition of IT services. The management of IT services. Aligning Business / IT. - The context and relationships. The ISO / IEC 20000 for organizations. - Risk implementation. Réflexion collective Discussion about key terms and définitions. 2) Scope and use of ISO / IEC 20000 - Scope and structure of ISO / IEC 20000 Part - 1. - Scope and structure of ISO / IEC 20000 Part - 2. - Scope and structure of ISO / IEC 20000 Part - 3. Exercise Presenting concrete examples to properly define the perimeters covered the ISO / IEC 20000. 3) Overall management system - ISO / IEC 20000, terms and définitions. - Comparison between ISO / IEC 20000 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 20000-2 - Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2. - 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 20000 certification - How successful certification? How to maintain certification? - 7 Steps to certification. Tools. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 18
- APMG exam preparation ISO / IEC 20000 Foundation. Workshop Passing the certification exam. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 19
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 20000-1. 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 20000 2) 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 20000 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 20000 - ISO / IEC 20000 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 20000 and quality. - Risks implementation. - Relations with other standards / norms (COBIT, ISO 9000, etc.). - The APMG ISO / IEC 20000 certification. Réflexion collective Group discussion about "Service Management" strategy. 2) ISO / IEC 20000, scope and use - ISO / IEC 20000 structure Part - 1. - ISO / IEC 20000 objectives and the implementation. - ISO / IEC 20000 structure Part - 2. - Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2. - ISO / IEC 20000 structure Part - 3. - ISO / IEC 20000 structure Part - 5. - 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 20
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 20000. Knowledge of principles and processes of IT Service Management. Be certified ITIL v3 Foundation or ISO / IEC 20000 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 20000. You will also be able to assist, advise and provide suggestions as to the applicability, eligibility and defining the scope of ISO / IEC 20000 certification. 1) Introduction and discovery of ISO / IEC 20000 2) 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 20000 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 20000 - The principles and the basic elements of the ISO / IEC 20000. - Key concepts: service, process, quality,... - The management of IT services. Aligning Business / IT. - The ISO / IEC 20000 and quality. - Risks implementation. - Relations with other standards / norms (COBIT, ISO 9000, etc.). - The ITIL v3 standard and ISO / IEC 20000 standard. - The APMG ISO / IEC 20000 certification. Réflexion collective Group discussion about "Service Management" strategy. 2) ISO / IEC 20000, scope and use - ISO / IEC 20000 Scope and structure - Part 1. - ISO / IEC 20000 Scope and structure - Part 2. - Main differences between ISO / IEC 20000 Part 1 and ISO / IEC 20000 Part 2. Exercise Define the scope of ISO 20000 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, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 21
- Exam preparation. Workshop Certification exam. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 22
Hands-on courses, 3 Ref : BOF Business Management, IT / IS Auditors, Internal Auditors, Information Security and IT Practitioners; Consultants, IT/IS Management looking to gain an insight into the Enterprise Governance of IT. No mandatory prerequisites although some experience in IT or related fields is recommended. COBIT 5, Foundation, Certification This three day IT Governance Foundation Course provides an overview the main concepts of IT Governance according to COBIT 5 and how they can be applied. COBIT 5 provides a comprehensive framework that assists enterprises create optimal value from IT by maintaining a balance between benefits, risks and resource use. 1) The key features of COBIT 5 2) The COBIT 5 principles 3) The COBIT 5 enablers Certification 4) COBIT 5 implementation 5) Process capability assessment model 6) Exam This course is followed by a 40 minutes COBIT 5 Foundation certification exam. 1) The key features of COBIT 5 - The Reasons for the Development of COBIT 5. - The History of COBIT. - The Drivers for developing a Framework. - The Benefits of using COBIT 5. - The COBIT 5 Format & product Architecture. - COBIT 5 and Other Frameworks. 2) The COBIT 5 principles - Topic 1: Enabler Focus. - Topic 2: Control Objectives to Management Practices. - Topic 3: From COBIT 4.1 Management Guidelines to COBIT 5: Enabling Processes Guidelines. 3) The COBIT 5 enablers - Enabler 1 Principles, Policies and frameworks. - Enabler 2 Processes. - Enabler 3 Organisational Structures. - Enabler 4 Culture, Ethics, and Behaviour. - Enabler 5 Information. - Enabler 6 Services, Infrastructure and Applications. - Enabler 7 People, Skills and Competencies. - Walk Through on using Goals cascade to scope Processes. 4) COBIT 5 implementation - The Life cycle Approach. - Inter related components of the life cycle. - Understanding the enterprise internal and external factors. - Key success factors for implementation. - The seven phases of the Life Cycle model explained. - The seven Change Enablement characteristics used in the life cycle. - Change Enablement relationships to the Continual Improvement Life Cycle. - Making the Business case. 5) Process capability assessment model - What is a process assessment. - What is the COBIT Assessment Programme. - The differences between a capability and maturity assessment. - Overview of the COBIT Capability Model & Assessments. - The Process Reference Model (PRM). The Process Assessment Model (PAM). - The Measurement Framework. - Introduction to the Assessor Training Steps. 6) Exam - Preparation for the exam. - Taking the exam. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 23
Hands-on courses, 4 Ref : LLB Professionals who wish to become familiar with the Lean Six Sigma methodology and provide support for improvement projects as part of a team. None. Lean Six Sigma, Yellow Belt, certification The role of the Yellow Belt is to lead an improvement project with visible results in terms of quality and customer satisfaction. This course will set you on the operational implementation of Lean Six Sigma method and you will certify you as "Yellow Belt". 1) Introducing Six Sigma 2) Six Sigma fundamentals 3) Strategic projects selection 4) The different types of waste 1) Introducing Six Sigma 5) "Measure" phase presentation 6) "Control" phase presentation 7) Preparation and Certification - Lean Six Sigma, objectives. Application areas. The different roles. Role of the Yellow Belt. - DMAIC (Define, Measure, Analyze, Improve & Control) presentation. - The "Define" phase. Relationship between variation and Sigma. - Concepts and implementation of Six Sigma models. Echanges The roles and responsibilities in the Six Sigma organization. 2) Six Sigma fundamentals - The "Process Focus" description. Importance of VOC, VOB, VOE and CTQ. The low quality cost (COPQ). - How to generate a process map. Six Sigma basic metrics. FTY and RTY, DPU and DPMO... Workshop Develop metrics. 3) Strategic projects selection - How to use a structured approach to project selection. - Defining the project in a clear project charter. - How to perform an initial estimation of project benefits. Case study Estimated project profit. 4) The different types of waste - Specific deliverables of the methodology. - Design the project roadmap. - How to apply the methodology throughout the project. 5) "Measure" phase presentation - "Discovery Process" introduction. Global map of the process. Diagrams: Ishikawa, X-Y. - Elements of an FMEA (Failure Mode Effect Analysis). Statistics used in Six Sigma. - Characteristics of a normal distribution. Normality test. - Difference between a special cause and common cause of variation. - Data graphs. MSA (Measurement System Analysis). Estimate the capacity of the process. - How to describe the non-normal data impact analysis. Estimate the capacity of attribute data. 6) "Control" phase presentation - Lean controls, tools description. Defects control, prevention methods. - Reducing variations. SPC (Statistical Process Control). SPC chart elements. Objectives. - Implementation methodology of a control board. - Sampling frequency. Selection of monitoring graphs. Handling of related graphs and calculations. Réflexion collective How Lean tools help elimination and defect prevention and the achievement of project objectives? How do they depend on each other? 7) Preparation and Certification - Reminders and instructions of the examiner. - Examination : MCQ 50 questions. - Duration : 90 minutes. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 24
Hands-on courses, 5 Ref : GLB Professionals who wish to consolidate their knowledge of Lean Six Sigma. Have obtained Lean Six Sigma Yellow Belt certification IASSC. An experience on a Lean project and / or Six Sigma is desirable but it is not a prerequisite for certification. Lean Six Sigma, Green Belt, certification This training will allow you to consolidate your knowledge of Lean Six Sigma method. You acquire the knowledge to lead a project to improve independently within your company. You will also be prepared to spend the Green Belt Lean Six Sigma certification IASSC. 1) Introduction and reminders 2) The "Analyze" phase 1) Introduction and reminders 3) The "Improve" phase 4) The "Control" phase - The Green Belt objectives. The certification process. - Reminders of the DMAIC process. The Six Sigma fundamentals. - Reminders of Lean principles. The different types of waste. - Reminders "Define" and "Measure" phases of the the Yellow Belt perimeter. 2) The "Analyze" phase - The variation models: analysis and multi-variances graph, application cases, interpretation of analytical data. - Statistical inference: central limit theorem, standard error,... - Hypothesis testing introduction : objectives, concept of central tendency, types of hypothesis testing,... - Hypothesis testing with normal data: sample size, various hypothesis tests on averages, analysis,... - Hypothesis testing with non-normal data: equal variance data, medians, proportions tests, contingency. 3) The "Improve" phase - Regression modeling process. - Advanced process modeling. - Linear and non-linear regression. Multiple linear regression (MLR). - Introduction to the experience design. - How to describe the differences between the physical model and experimental design(doe: Design Of Experiment). - Explaining OFAT experimentation and weaknesses. 4) The "Control" phase - Reminders: Control and Lean tools, 5S, Kanban, Poke-Yoke,... - Reminders: Control Plan Six Sigma, cost-benefit analysis,... - Advanced experimentation: using the results of a DOE to determine the degree of improvement of the process,... - Capacity analysis: the ability of the process, selecting the method of analysis, interpretation,... - Defect control: prevention methods, tools and techniques,... - SPC presentation : Statistical Process Control. - To describe the SPC chart elements and SPC chart objectivest. - To describe the 9 steps of the methodology implementation of a control board. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 25
Hands-on courses, 2 Ref : LEE Any member of an IT organization. There are no pre-requisites for this course, although a basic knowledge of IT concepts will be helpful. Lean IT, Foundation, certification Lean IT is applied to transform your IT organization to a customer-focused, efficient and transparent IT organization that can deliver sustainable results to the business. The Lean IT Foundation training covers all elements to introduce you to Lean IT. Be familiar with and have knowledge of the basic concepts of Lean and its core principles Be acquainted with the use of several Lean IT analysis tools Have an insight into what Lean IT can mean for an organization Have an understanding of the application of the Lean philosophy in an IT environment Be able to apply the principles of Lean IT practices under the guidance of a Lean expert Entrez ici un objectif pédagogique 1) Introduction to Lean management 2) The Client 3) The process 4) Performance 5) The organization 6) Problem solving 7) The behavior and attitude 8) Revision, exam preparation and certification Certification This course includes 60 minutes Lean IT Foundation certification exam: Multiple choice, 50 questions per paper, 25 marks required to pass (out of 50 available) - 50%, Closed book. 1) Introduction to Lean management - Overview of Lean management. The history of Lean management. - Understand the mindset of Lean Management. - Lean and continuous improvement plans. - The key elements of Lean. - The concept of waste, variability and inflexibility. The model process. - The five dimensions of Lean IT. Réflexion collective ' thinking on what is the "added value" concept for them. 2) The Client - Principle of added value for the customer. - Voice of the Customer: CRM tools, Kano diagram tool. - Work value and non-value added work. - Crucial elements of quality. - Value stream of information systems. - The poor quality costs. Réflexion collective Reach a definition of value. 3) The process - The concept of a process. The process model. - SIPOC model (Supplier Process Input Output Customer). - Creation and analysis of a "Value Stream Map" (Value Stream Mapping - VSM). 4) Performance - What is performance? - The key indicators of performance. - The efficiency of the operational process. - The skills and knowledge matrix. Exercise Determination of performance indicators. 5) The organization - The organizational structure of the client. - Customer orientation. - Dialogue of performance. - Visible management. 6) Problem solving - Structured problem solving. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 26
- The DMAIC and problem solving. - The Kaizen approach. - The implementation of Kaizen. Exercise Implementation of a problem solving method. 7) The behavior and attitude - Lean Leadership & Behavior. Organizational change. The history of change. 8) Revision, exam preparation and certification - Revision. Mock exam. - Final exam. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 27
Hands-on courses, 5 Ref : ISB Information System (IS) Directors, auditors, responsible for business continuity or security, or for which the control of IS is fundamental in achieving their goals. Basic knowledge in the Information System. CISA, Certified IS Auditor, certification preparation This course will prepare CISA exam, Certified Information Systems Auditor, covering the entire curriculum CBK (Common Body of Knowledge) common core of knowledge in security defined ISACA, Information Systems Audit and Control Association. The CISA certification is recognized worldwide. 1) Domain 1 : The Process of Auditing Information Systems 2) Domain 2 : Governance and IT Management 3) Domain 3 : Information Systems Acquisition, Development and Implementation 1) Domain 1 : The Process of Auditing Information Systems - The standards audit. - The audit risk analysis and internal control. - Self-assessment of controls. - The audit practice of SI. Workshop Questions from previous sessions (CISA or comparable examinations). 2) Domain 2 : Governance and IT Management - IS governance. - The strategy for IT governance. - Procedures and Risk Management. - The practice of IT governance. - The audit of a governance structure. - Practical continuity plans and emergency plans. - Continuity and backup systems audit. 4) Domain 4 : Information Systems Operations, Maintenance and Support 5) Domain 5 : Protection of Information Assets 6) Preparation and Certification 3) Domain 3 : Information Systems Acquisition, Development and Implementation - System Life cycle management and infrastructure. - Project management: practical and audit. - Development practices. - Application maintenance and systems audit. - Application controls. 4) Domain 4 : Information Systems Operations, Maintenance and Support - Auditing the use of IS. - Auditing material aspects of the IS. - Auditing IS architectures and networks. 5) Domain 5 : Protection of Information Assets - Security management: Policy and Governance. Auditing and logical and physical security. - Auditing network security and nomadic devices. 6) Preparation and Certification - Mock examination. Partial simulation of the review conducted at the end of training. - Subscribe to the www.isaca.org site, the registration deadline was made two months before the date of the examination. - Duration and conduct of the exam : 4 hours with 200 multiple choice questions before choosing French or English. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 28
Hands-on courses, 3 Ref : CMC IT service managers, IT service management project leaders, quality managers. CMMI, overview Based on the principle of gradual improvement, CMMI for development is a repository of good practice which aims to project management software development, system and hardware. After the training, participants will have understood the philosophy and architecture of the repository, its usefulness for improving the practices of their organizations, the modalities of implementation and the implications in terms of organization, load working and improving the quality of service. should be familiar with the concepts of IT project management and/ or development life cycles. This course is an excellent preparation for the official SEI "Introduction to CMMI" course. 1) Introduction 2) Process Improvement 3) General architecture of the CMMI 1) Introduction 4) Details of the staged representation 5) Implementing the model 6) Conclusions Next sessions Brussels jun. 9 2015, oct 12 2015 dec. 14 2015 - What is a process: definition, "mature" process, "institutionalised" process, success factor. - What is a maturity model. - What is the Capability Maturity Model Integrated; origins, enhancements beyond the CMM. 2) Process Improvement - Basic concepts and benefits of process improvement. - What is the improvement cycle. - What CMMI brings to the improvement cycle. 3) General architecture of the CMMI - Structure of the continuous and staged representations. - Basic model concepts: levels, process areas, goals, practices. - Overview of the 5 maturity levels. - Characteristics of organisational behaviour. 4) Details of the staged representation Detailed structure of CMMI maturity level 2 - Understanding the "Managed" maturity level: from the process areas and practices to the details of key project processes; project management; controlling inputs and outputs and major phases; indicators; managing suppliers. Detailed structure of CMMI maturity level 3 - Understanding the "Defined" maturity level: from defining the organisation's processes to coordinating process improvement, maintenance, and deployment actions. - Managing the life cycle. - Managing quality. - Managing risks. - Capitalising organisational experiences. Overview of CMMI levels 4 and 5 - Objectives and impact on the organisation. - Quantitative management of processes and projects. - Managing process performance. - Reliably predicting project results. - Continuous improvement. - Eliminating chronic causes of inefficiency. 5) Implementing the model - Setting up an improvement programme: assessment, deployment, duration; the process improvement cycle; managing improvement actions. - Appraisals: self-assessment; official appraisals; different approaches; gap analyses. 6) Conclusions - Examples of improvement implementation and results. - Key success factors and errors to avoid, based on the instructor's practical experience. - A few key figures Workshop ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 29
Hands-on courses, 3 Ref : MRF Programme and Project Managers. Business Managers. Operational Managers. Experience in Operational or Project Management. M_o_R, Risk Management, Foundation, certification This course will show you how to use the concepts of risk management of M_o_R Guide. It will present the four elements of the repository and the principles, the approach, process and key documents M_o_R. It will allow you to obtain certification M_o_R Foundation. Learn the four elements of the repository and the principles, the approach, process and key documents M_o_R Obtain certification M_o_R Foundation 1) Introduction 2) The four components of M_o_R 3) The twelve principles M_o_R 4) M_o_R Approach 5) M_o_R Processes 6) Control 1) Introduction - The history of M_o_R approach. - What is a risk and why do Risk Management? - How risk management is part of Corporate Governance & Internal Control. - When to apply Risk Management. - What are risk specialisms. Réflexion collective Collective thinking to find a definition of risk management. 2) The four components of M_o_R - The M_o_R principles. The M_o_R approach. - M_o_R the process. Deployment and review. 3) The twelve principles M_o_R - Aligns with objectives and fits the context. - Engages stakeholders. Provides clear guidance. - Reporting. The roles and responsibilities. - The support structure. Warning indicators. - Periodic reviews. Overcome obstacles. - The corporate culture. Continuous improvement. 4) M_o_R Approach - Setting up Risk Management Policies, Processes & Stratégies. - Risk Register and issue Register. - Risk Improvement Plan and Risk Response plan. - Risk Reports Risk Communication plan. Workshop Adaptation of a risk management approach to business. 5) M_o_R Processes - Identifying Risks. - Assessing Risks. - Planning for Implementation of Countermeasures. - Communication. 6) Control - Changing the culture for risk management. - Measuring the value of risk management. - Overcoming common process barriers. - Identifying and establishing opportunities for change. - Risk management maturity model. - Review session before certification. Workshop Management of Risk M_o_R Foundation exam. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 30
Hands-on courses, 2 Ref : MPR Risk manager, program manager, project manager, operations manager, management consultant risk in organizations. You will need to provide evidence that you have passed your Foundation examination prior to sitting your Practitioner examination. M_o_R, Risk Management, Practitioner, certification The M_o_R practices address the risks facing an organization at strategic, program, project and operational. This course will help you consolidate your knowledge of IFRS, and prepares you for certification M_o_R Practitioner level APMG. Consolidate your knowledge of IFRS, and prepares you for certification M_o_R Practitioner level APMG 1) Introduction to M_o_R Practitioner 2) The M_o_R principles 1) Introduction to M_o_R Practitioner 3) The M_o_R approach, the content of the reference documents 4) M_o_R Perspectives - Reminders of the objectives of M_o_R. Specific objectives of M_o_R Practitioner. - The M_o_R Practitioner certification exam. Preparation tips. - Presentation of the official manual M_o_R. - The M_o_R approach to risk management. Identify the benefits of M_o_R. Echanges Discussion about the practice of risk management in different organizational contexts. Using M_o_R repository and its contributions. 2) The M_o_R principles - Details of the eight principles of M_o_R. - The benefits associated with the implementation of these principles. - The mechanisms that support these principles: KPI, EWI, tolerance level, stakeholders, maturity model... - The adaptation of the principles of risk management practice in a specific organizational context. - The role of communication and stakeholder in a risk management process in M_o_R. 3) The M_o_R approach, the content of the reference documents - The process guide. - Risk management strategy. - The risk register and the register of problems. - The plan to improve risk management. - The communication plan. - The risk response plan. - Organizational factors to consider when creating reference documents M_o_R. 4) M_o_R Perspectives - The integrated approach to risk management through the perspectives (strategic, program, project, operation). - Process performance measurement of the added value of risk management. - To adapt M_o_R model to the specificities of the organization for the four perspectives. - To identify actions, techniques, appropriate roles and responsibilities for implementation of M_o_R model. - Useful techniques: Delphi analysis by hypothesis, stress analysis... ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 31
Hands-on courses, 2 Ref : SOG Professionals at both clients and providers in the IT industry who have little experience in outsourcing and who want to get a kick-start on this topic. None. Sourcing Gouvernance, Foundation, certification The Sourcing Governance Foundation course is designed to provide basic knowledge of what the main concepts of Outsourcing and Demand Supply Governance are and how they can be applied. Successful candidates will be prepared to take the exam. 1) Introduction to outsourcing 2) Prepare outsourcing 3) Supplier selection and due dilligence 4) Financial management of outsourcing Pedagogic Methods 5) Contract and negociation 6) Managing the transition to outsourcing 7) Framework for Governance of Outsourcing 8) Organization of outsourcing An interactive approach is used combining lecture, discussion and real life examples to prepare participants for the optional exam. Certification This course is followed by an 1 hour certification exam. 1) Introduction to outsourcing - History of outsourcing. Outsourcing concepts. - The different forms of outsourcing. - The CIO mission. The business plan. - The Key critical factors. - Why outsource. The alternatives. Réflexion collective Current issues of IT outsourcing. 2) Prepare outsourcing - Embed outsourcing in business strategy. - Top-down approach. Bottom-up approach. - The different stakeholders. - Risk management of outsourcing. - Prioritize outsourcing opportunities. Case study Comparing top-down and bottom-up approach. 3) Supplier selection and due dilligence - Definition of outsourcing needs. - The cost analysis. - The communication of outsourcing. - The supplier selection process. - The due diligence. Exercise Supplier selection from a real business case. 4) Financial management of outsourcing - Developing a Financial model analysis. - Analyse the key issues. - Supplier price analysis. - Cost reduction approach and ROI calculation. Exercise Creating a financial model for analysis. 5) Contract and negociation - Contractual architecture, service recipients. - The scope of the contract. - Regulations of outsourcing. - Create an outsourcing contract. Negotiate. 6) Managing the transition to outsourcing - Definition of transition. - Develop a transition plan. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 32
- Defining a control check-list. 7) Framework for Governance of Outsourcing - What is the "Demand Supply Governance Framework"? - The three areas of the "Demand Supply Governance Framework". The keys to success. 8) Organization of outsourcing - Key stakeholders. The roles and responsibilities. - The organizational structure. - The organization of meetings. - The steps and success factors. Exam Revision. Final exam. ORSYS, La Grande Arche, Paroi Nord, 92044 Paris La Défense cedex. Tél : +33 (0)1 49 07 73 73. Fax : +33(0)1 49 07 73 78 page 33