ITIL V3 FUNDAMENTALS

ITIL Fundamentals will provide you with the general knowledge of the ITIL service life cycle which is represented in the five ITIL publications which are:

• Service Strategy
• Design of the Service
• Service Transition
• Operation of the Service
• Continuous improvement of the service

ITIL V3 OPERATIONAL SUPPORT & ANALYSIS (OSA)

The purpose of both this course and the exam and certificate associated with said course is, respectively, to examine and validate the participant’s knowledge of industry practices for Service Management as documented in the core books of the Cycle of ITIL 2011 Edition Service Life in the areas of Operational Analysis and Support, published by TSO (The Stationery Office), the official publisher of the Cabinet Office of the UK government.

This course is part of the ITIL Intermediate Capability stream and is one of the modules required to obtain the ITIL Expert in IT Service Management Certificate.

It is ideal for people involved in the following areas to improve their job skills: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Management Of applications.
Duration: 35 hrs.

ITIL V3 PLANNING, PROTECTION & OPTIMIZATION (PPO)

The purpose of both this course as well as the exam associated with said course is to examine and validate the participant’s knowledge of industry practices for Service Management as documented in the core books of the ITIL Service Life Cycle. 2011 Edition in the areas of Planning, Protection and Optimization, published by TSO (The Stationery Office), the official publisher of the OGC (Office of Government Commerce) of the UK government.

This course is valid both by itself as well as part of the ITIL Intermediate Capability stream and is one of the modules required to obtain the ITIL Expert in IT Service Management Certificate.

It is ideal for those involved in the following areas to improve their job skills: Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management and Demand Management.

Duration: 35 hrs.

ITIL V3 RELEASE, CONTROL & VALIDATION (RCV)

The purpose of both this course and the exam and certificate associated with said course is to examine and validate the participant’s knowledge of the industry practices for Service Management as documented in the core books of the Life Cycle of the ITIL 2011 Edition service in the areas of Release, Control and Validation, published by TSO (The Stationery Office), the official publisher of the UK Government Cabinet Office.

This course is part of the ITIL Intermediate Capability stream and is one of the modules required to obtain the ITIL Expert in IT Service Management Certificate.

It is ideal for those involved in the following areas to improve their work skills: Change Management, Release and Implementation Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Service Management Knowledge.

Duration: 35 hrs.

ITIL V3 SERVICE OFFERINGS & AGREEMENTS (SOA)

The purpose of both this course and the exam and certificate associated with said course is to examine and validate the participant’s knowledge of industry practices for Service Management as documented in the core books of the Life Cycle of the ITIL 2011 Edition service in the areas of Service Offerings and Agreements, published by TSO (The Stationery Office), official publisher of the Cabinet Office of the UK government.

This course is part of the ITIL Intermediate Capability stream and is one of the modules required to obtain the ITIL Expert in IT Service Management Certificate.

It is ideal for those involved in the following areas to improve their job skills: Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Relationship Management with the Business.

Duration: 35 hrs.

ITIL 4 FUNDAMENTALS

ITIL® 4 Fundamentals is the entry-level certification that gives participants a general context of the most important elements, concepts and terminology used in ITIL® 4. It will provide the candidate with an understanding of the ITIL® 4 service management framework and how it has evolved to embrace modern technologies and agile ways of working. ITIL ® 4 provides a practical and flexible foundation to support organizations on the path to digital transformation and to help them meet the new challenges of service management. It is designed to ensure a flexible, coordinated, and integrated system for effective governance and management of IT-enabled services.

ITIL 4 MANAGING PROFESSIONAL – TRANSITION

The ITIL® 4 Managing Professional transition module is designed to allow ITIL experts or ITIL v3 candidates who have already invested to easily transition to ITIL® 4. They can obtain ITIL® 4 Managing Professional certification through a course and a test. Candidates must have obtained a minimum of 17 credits from the ITIL Foundation v3 and Intermediate / Professional modules or an ITIL Expert certificate. (ITIL v3 Foundation, plus 15 credits from ITIL Intermediate / Practitioner modules.)

The transition module recognizes the candidate’s existing accomplishments and enables them to gain the up-to-date skills and knowledge necessary to navigate the digital services economy. The ITIL® 4 Managing Professional Transition module is composed of core elements of the following modules:

• ITIL 4 FOUNDATIONS
• ITIL 4 SPECIALIST: CREATE, DELIVER AND SUPPORT
• ITIL 4 SPECIALIST: DRIVE STAKEHOLDER VALUE
• ITIL 4 SPECIALIST: HIGH VELOCITY IT
• ITIL 4 STRATEGIST: DIRECT PLAN AND IMPROVE

ITIL V4 STRATEGIST DIRECT, PLAN AND IMPROVE (DPI)

This course provides IT professionals and leaders with the ability to use ITIL in their overall IT strategy, creating an evolving IT organization with strong and effective strategic direction.

The module equips candidates with the skills to influence and inspire others to work the way they want and create effective, high-performing digital IT teams.

This module will be a key component of ITIL® 4 Managing Professional and ITIL® 4 Strategic Leader.

ITIL V4 SPECIALIST CREATE, DELIVER & SUPPORT (CDS)

The course provides a guide that further explores the concepts introduced in ITIL® 4 Foundations. It is the next step for those who want to make tangible and immediate changes in the working methods of their organization in service management.

The module is a practical and holistic approach to creating and managing effective and optimized services.

SERVICE DESK INSTITUTE (SDI)

SERVICE DESK ANALYST (SDA)

This course is designed to provide service desk and technical support analysts with the skills to work consistently within recognized industry standards and in line with best practice guidelines. Reviews the four key concepts covered in the standards: professionalism and roles, analyst skills, processes and supported technologies, and enabling permits, on which the skills, competencies and knowledge required to provide professional and effective support are based.

WHO IS IT AIMED AT?

The SDA (Service Desk Analyst) certification course is for front-line IT service and support analysts with some experience on the front line or in the second-level environment.

This course is perfect for analysts looking to grow in their role and obtain a recognized qualification in their profession. It will help them develop practical skills, while earning a certificate that supports their commitment and knowledge.

WHAT DO I GET?

• A solid foundation in the skills, competencies and knowledge necessary for a professional and efficient service desk.
• The essential skills and competencies to provide efficient and effective support in line with SDI’s best practice industry standards.
• A clear understanding of how to identify customer needs and motivations, and how to deal effectively with a variety of situations.
• The ability to recognize the importance of teamwork in the support environment.
• Knowledge of the main IT service management processes and the role of the service desk within them.
• Practical problem solving techniques to provide solutions to clients.
• Understanding of service desk metrics, service level agreements, customer satisfaction surveys, and service desk tools and technologies.
• An awareness of the need to develop professional relationships and show respect and cultural sensitivity
• Practical preparation to pass the SDA exam with APMG International ®

SERVICE DESK MANAGER (SDM)

This course is designed to provide managers and supervisors with a broad understanding of the service desk and support environment, as well as to promote a greater understanding of the current market and the responsibilities of a service desk manager.

WHAT IS IT ABOUT?

Being an effective service desk manager requires a wide range of talents, from people-oriented skills with a marketing awareness to financial acumen and presentation skills.

This course provides a broad understanding of the twelve basic areas of service desk management and your qualification in them.

WHO IS IT AIMED AT?

This interactive four-day SDM qualification course is designed for service desk managers and supervisors as well as applicants who want to develop their understanding of service desk management best practices and how to run an effective support operation.

Suitable for those with at least three years of experience in a service desk environment

This course is taught in the following modalities:

Open Public: Throughout the year, several SDA courses are offered in this modality so that you and other people from your company or from other companies will be able to consult our course calendar and register on the most convenient date for you.

Once enrolled, the day of the course you will attend a comfortable place where you can interact and exchange your points of view with different people from different organizations and industries, all this coordinated by our expert consultants not only in ITIL but also in all the practices of the industry.

On Premises: You have the option of receiving, in the comfort of your facilities and at the times that you determine, our expert consultant in the field, in such a way that you can optimize the time of your work team by not having to leave your facilities. and travel to a specific place, in addition to offering you a significant discount if you choose this learning option.

The ISO / IEC 20000-1: 2018 interpretation course presents the concept of service management and the requirements that organizations and / or service providers should aspire to within the context of ISO / IEC 20000-1: 2018 . The participant will learn the ISO / IEC 20000-1: 2018 standard and its practice-oriented implementation in the form of a management system, to prove that we are using best practices (auditing based on the formal standard) in the provision of services provided to customers.

The objective of this course is to train the participant in the interpretation of the ISO / IEC 20000-1: 2018 standard and prepare them for the official certification exam of EXIN (Examination Institute for Information Science).

Upon successful completion of this course, the participant will be able to apply this standard in their organization or their clients’ organizations.

This course is aimed at people interested in obtaining fundamental knowledge in service management according to the ISO / IEC 20000-1: 2018 standard.

This includes:

1. Organizations that, within their business vision, seek to improve the delivery of their services. Collaborators of internal and external service providers who have a role or are interested in the ISO / IEC 20000-1: 2018 standard, even when this type of organization is not certified.
2. Clients who are considering applying to their service providers for certification in ISO / IEC 20000-1: 2018.

SCRUM is currently the most popular Framework for Project Development as well as Agile Project Management.

SCRUM provides guidelines for the management of Portfolios, Programs and Projects in any industry for the development of Products, services or any type of deliverable regardless of complexity or size.

SCRUM is a compendium of good practices and other methodologies that, as a whole, provides a new approach in the early delivery of value of a: Project, Product, Service or deliverable, thus allowing “decision makers”, managers or clients , evaluate the results before the end of it.

The objective of SCRUM Master Certified® is to provide applicants, Project managers, directors, etc., an understanding of the SCRUM Framework, demystify some preconceptions and provide sufficient knowledge to pass the certification exam with SCRUMstudy.com based on Guide to SBoK ™ 3rd. Edition.

Duration: 16 hrs virtual training – 180 days 24/7 online training – classroom course