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ITIL® 4 Foundation (Exam included)
ITIL has led the IT Service Management industry with guidance, training and certification programs for over 30 years. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
ITIL® 3 Foundation (exam included)
An intensive three-day course for IT managers, team leaders and other IT professionals needing a basic understanding of the ITIL® framework and how it can be used to improve the quality of IT services.
The exam is included.
ITIL® Practitioner (exam included)
This course is designed as preparation to sit the ITIL® practitioner examination which is included in the course delivery. It will tell students "how" to implement service improvements based around ITIL®’s philosophy of ‘Adopt and Adapt’. It has an holistic syllabus covering 9 guiding principles of service improvement, the Service Improvement Approach, Communication, Metrics and Measurement, Communication, and Organizational Change Management.
Project Management Fundamentals
Définir le rôle et les paramètres du gestionnaire de projets
Savoir utiliser une méthode pour gérer un projet important
Acquérir les outils (gestion du temps, matériel, activités, planification, etc.)
Structurer les différentes étapes d’un projet pour s’organiser
ITIL® Capabilities Stream - Operational Support & Analysis (exam included)
Introduction to ITIL® Operational Support & Analysis.
Processes (Event Management / Incident Management / REquest Fulfillment / Access Management / Problem Management).
ROles and Responsibilities (Service Desk / Technical Management / IT Operations Management / Application Management). Technology and Implementation Considerations...
ITIL® Capabilities Stream - Planning, Protection & Optimization (exam included)
Introduction to ITIL® Planning, Protection & Optimization.
Processes (Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management).
Roles and Responsibilities. Technology and Implementation Considerations...
ITIL® Capabilities Stream - Release, Control & Validation (exam included)
Introduction to ITIL® Capabilities Stream - Release, Control & Validation.
Processes (Change Management / Service Asset and Configuration Management / Service Validation and Testing / Release and Deployment Management / Request Fulfillment / knowledge Management).
Roles and Responsibilities. Technology and Implementation Considerations...
ITIL® Capabilities Stream - Service Offering & Agreement (exam included)
Introduction to ITIL® Capabilities Stream - Service Offering & Agreement.
Processes (Service Portfolio Management / Service Catalogue Management / Service Level Management / Demand Management / Supplier Management / Financial Management / Business Relationship Management).
Roles and Responsibilities. Technology and implementation Considerations...
ITIL® Managing Across the Lifecycle (exam included)
This is the final module of the Service Lifecycle and/or Service Capability Intermediate courses that lead to the ITIL Expert in IT Service Management recognition. In this course, you'll be immersed in the contents of the ITIL publications. You'll focus on business, management, and supervisory objectives, purposes, processes, functions, and activities, and you will examine the interfaces and interactions between the processes covered in the Service Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam.
Project Management Fundamentals
Définir le rôle et les paramètres du gestionnaire de projets
Savoir utiliser une méthode pour gérer un projet important
Acquérir les outils (gestion du temps, matériel, activités, planification, etc.)
Structurer les différentes étapes d’un projet pour s’organiser