O curso ITIL v3 Foundation:

• Proporciona a compreensão dos conceitos chave, princípios, processos e funções de ITIL versão 3
• Prepara o estudante para passar no exame ITIL Foundation

Duração
3 dias

Nível
Introdutório

Pré-requisitos
Não existem

Tamanho da Turma
Até 16 Alunos*

Exame
40 Questões de escolha múltipla

Material
Livro de estudo incluindo aula de apresentação, exemplos de exames, trabalhos auxiliares, e glossário.

Conteúdos

• Introduction to Service Management 
• The importance of Service Management 
• Definition of a Service and Service Management 
• The need for a service culture 
• Service Management as a practice 
• The Service Lifecycle 
• Objectives and business value for each phase of the lifecycle 
• Main goals and value to the business provided by each lifecycle phase:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement 
• Key Principles and models of ITSM 
• Types of service providers 
• Five major aspects of Service Design 
• Service V model 
• Continual Service Improvement model 
• Processes and Functions 
• Characteristics of a process 
• Objectives, business value, basic concepts, roles and interfaces of:
• Service Portfolio Management
• Service Level Management
• Incident Management
• Change Management 
• Objectives and basic concepts of:
• Demand Management
• Financial Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Supplier Management
• Information Security Management
• IT Service Continuity Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Event Management
• Problem Management
• Request Fulfilment
• Access Management
• The 7 step improvement process 
• Overview of the functions:
• Service Desk
• Application Management,
• Operations Management
• Technical Management 
• Organisation structure and key roles 
• Technology and Architecture

*A realização do curso público está sujeito a um número mínimo de inscrições