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Trainings









Consultancy

ITIL Foundations V2 or V3

3 day course contents.
We offer unparalleled training content by combining standard course material with extensive business knowledge and real-life examples. 

What you will learn :

 ITIL Fundamentals
  • Origins, development and governance of the ITIL methodology
  • Defining IT Service Management
  • Reviewing the structure and scope of the Foundation Certification examination
  • People, process and technology
Implementing the Service Desk function and Incident Management
  • Distinguishing the Service Desk from call centers and help desks
  • Costing the Service Desk
  • Service Desk business benefits
  • Identifying incidents
  • Categorizing and prioritizing incidents
  • Investigating and processing incidents through to closure
  • Significance of monitoring and reporting
Identifying and resolving problems
  • Minimizing the adverse effects of incidents and problems
  • Proactive and reactive problem management
  • Getting to the root cause
  • Progressing error correction
Controlling change via Change Management
  • Setting up a change advisory board
  • Analyzing the impact of proposed changes
  • Establishing standard methods and procedures for managing change
Blueprinting infrastructure through Configuration Management
  • Relationship with incidents, problems, changes and releases
  • Identifying, controlling and maintaining configuration items
  • Measuring compliance
Release Management from planning to deployment
  • Working through Release Management stages
  • Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
  • Accounting for technical and non-technical aspects of the release
Structuring the Service Level Management (SIM) life cycle
  • Operation Level Agreements (OLA)      
  • Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC)   
  • Planning, implementing and delivering Service Level Agreements (SLA)       
  • Continual improvement of delivering service
Ensuring availability
  • Meeting business objectives through Availability Management       
  • Planning, improving, measuring and reporting for availability
  • Applying the ARMSS model of Availability Management
  • Measuring system unavailability
Maintaining IT Service Continuity
  • Initiation, requirement analysis, and strategy definition
  • Implementation and operational management
  • Identifying, planning and managing for risks and risk impacts
  • Invoking contingency plans in crisis situations
Building effective Capacity Management
  • Managing business, service and resource capacity
  • Monitoring capacity
  • Tuning systems to optimize performance
  • Designing and delivering a Capacity Database (CDB)
Planning effective Financial Management
  • Developing, budgeting, charging and accounting systems for IT services  
  • Planning ongoing management and operation
  • Providing essential management information for workable and cost-effective operations
Securing infrastructure processes
  • Managing confidentiality, integrity and availability (C-I-A) of data
  • Integration of Security Management with other ITIL processes
Note
Exercises given throughout each package, course given in English, but also available in Dutch and French. Please see "In-house" for more info.
Target Audience
Business consultants, Business analysts, Project Managers, IT professionals.
Prerequisites
Basic working knowledge of IT or experience of working in a customer service role
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