IS Management, ITIL, ISO, COBIT...

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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

ITIL® Foundation v3.... ( p2 )

Hands-on courses

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 )

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Seminar , 2 day(s) Ref : ITP

Participants

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.

Pre-requisites

Knowledge in Information System management.

Eligible DIF

Next sessions

Brussels

jun. 17 2015, sep. 21 2015 nov. 16 2015

ITIL® Foundation v3

OBJECTIVES

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

6) Continuous Service Improvement 7) ITIL Use and Implementation Plan

8) Conclusion: certification and self-assessment 9) Preparation

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

- Definition: Service, Service Strategy and Service Management.

- Service Strategy principles.

- Processes and organization.

- Implementing Service Strategy.

3) Service Design

- Service Design principles.

- Implementing Service Design.

4) Service Transition

- Service-Transition principles.

- Implementing Service Transition.

5) Service Operation

- Service Operation principles.

- Implementing Service Operation.

6) Continuous Service Improvement

- Continuous Service Improvement principles.

- 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

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concerned about ITL best practices? How to draw up an SLA? Which indicators must be implemented to monitor SLAs? Etc.

9) Preparation

Participants 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.

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Hands-on courses , 1 day(s)

Ref : CTP

Pre-requisites

To have attended the ITIL Foundation v3 seminar.

Eligible DIF

Next sessions

Brussels

jun. 19 2015, sep. 23 2015 nov. 18 2015

EXIN Certification

OBJECTIVES

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

Participants, 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.

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Ref : ITA

Participants

Canditates must hold ITIL®

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL

® certification.

Pre-requisites

Candidates must submit BEFORE the start of their training certificate ITIL ® Foundation (V3 Foundation or V2 Foundation plus Bridge).

Eligible DIF

Next sessions

Brussels

jun. 29 2015, oct 19 2015 dec. 14 2015

ITIL® V3 Course Capability OSA

OBJECTIVES

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

5) Technology and implementation considerations

6) Request Fulfilment 7) Access Management 8) The Service Desk

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

4) Problem Management

- The value to business and to the service lifecycle.

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

- The concept of the Request Model.

7) Access Management

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.

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Ref : SOF

Participants

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.

Pre-requisites

A good understanding of IT is desirable. Able to read English (training material and discussion on ISO / IEC 20000 Part are in English).

Eligible DIF

ITIL and ISO 20000 Foundation, certifications

OBJECTIVES

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

5) ISO / IEC 20000 scope and use

6) ISO / IEC 20000 Global Management System 7) ISO / IEC 20000 scope and applicability

Certification

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.

- Main differences between ISO / IEC 20000 Part - 1 and ISO / IEC 20000 Part - 2.

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.

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- Exam preparation.

Workshop Certification exam.

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Ref : ITB

Participants

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL

® certification.

Pre-requisites

Eligible DIF

Next sessions

Brussels

jun. 1 2015, sep. 14 2015 nov. 16 2015

ITIL® V3 Course Capability RCV

OBJECTIVES

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

5) Change management

6) Service validation and testing and Request Fulfilment

7) Knowledge Management 8) Technology and Implementation Considerations

1) Service asset and configuration management (SACM)

- 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

- 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

- The benefits and business value through concrete examples.

6) Service validation and testing and Request Fulfilment

- How the Request Fulfilment can help establish a practice of self-service in the organization.

7) Knowledge Management

- 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.

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Ref : ITT

Participants

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL® certification.

Pre-requisites

Candidates must submit BEFORE the start of their training certificate ITIL®

Foundation (V3 Foundation or V2 Foundation plus Bridge).

Eligible DIF

Next sessions

Brussels

jun. 1 2015, sep. 14 2015 nov. 16 2015

ITIL® Capability Planning, Protection & Optimization

OBJECTIVES

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

5) Demand management

6) Information security management 7) Complements

1) Introduction

- The importance of the PPO in the service lifecycle.

2) Availability management

- Metrics. Effectiveness of successful management of availability.

3) IT service continuity management (ITSCM)

4) Capacity management

- The benefits and business value - Principles and basic concepts.

- 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

7) Complements

- Planning, Protection and Optimization roles and responsibilities.

- Technology and Implementation considerations.

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Ref : ITY

Participants

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate) and want to progress into the cycle of ITIL® certification.

Pre-requisites

Candidates must submit BEFORE the start of their training certificate ITIL®

Foundation (V3 Foundation or V2 Foundation plus Bridge).

Eligible DIF

Next sessions

Brussels

jun. 29 2015, sep. 14 2015 nov. 16 2015

ITIL® Capability Service Offerings & Agreements

OBJECTIVES

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

5) Supplier management

6) Technology and implementation considerations

7) Business relationship management 8) Service Offerings and Agreement roles and responsabilities

1) Service level management

- Introduction. The importance of the SOA in the service lifecycle.

- 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

- 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

- Interfaces with the services portfolio.

- Difference between a business catalogue and a technical service catalogue.

- 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

- Using the categorization of suppliers and maintenance of the supplier and contract database.

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

- 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.

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Ref : STS

Participants

Candidates must hold ITIL®

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate) wishing to advance to higher level ITIL certifications.

Pre-requisites

Eligible DIF

Next sessions

Brussels

may 4 2015, sep. 21 2015 dec. 7 2015

ITIL® Lifecycle Service Strategy

OBJECTIVES

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

5) Organizing for service strategy 6) Technology considerations 7) Implementing service strategy

8) Challenges, critical success factors and risks

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

- 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

- 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.

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Ref : LCS

Pre-requisites

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate)

Eligible DIF

Next sessions

Brussels

may 4 2015, sep. 28 2015 nov. 16 2015

ITIL® Lifecycle Service Design

OBJECTIVES

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

4) Service design processes 5) Organizing for service design

6) Implementation and improvement of service design

1) Introduction to 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).

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Ref : TDS

Pre-requisites

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate) or the ITIL Expert Certification in IT Service Management.

Eligible DIF

Next sessions

Brussels

jun. 15 2015, sep. 21 2015 dec. 7 2015

ITIL® Lifecycle Service Transition

OBJECTIVES

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

4) Organizing for service transition 5) Implementation and improving service transition

6) Technology considerations

1) Introduction to service transition

- 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.

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Ref : EDS

Pre-requisites

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate).

Eligible DIF

Next sessions

Brussels

may 26 2015, sep. 21 2015 nov. 16 2015

ITIL® Lifecycle Service Operation

OBJECTIVES

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

5) Technology considerations 6) Organizing for service operation

1) Introduction to service operation

- 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.

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Ref : LAS

Pre-requisites

V3 Foundation Certificate (or ITIL® V3 Foundation Bridge certificate).

Eligible DIF

Next sessions

Brussels

may 11 2015, sep. 28 2015 nov. 16 2015

ITIL® Lifecycle Continual Service Improvment

OBJECTIVES

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

5) Technology considerations for continual service improvement

6) Implementation an improving the continual service improvement

1) Continual service improvement principles

- 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?

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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.

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Ref : ITG

Participants

IT professionals that want to work in established service management roles, as well as to implement and improve service management practices.

Pre-requisites

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

Eligible DIF

Next sessions

Brussels

jun. 15 2015, sep. 28 2015 nov. 16 2015

ITIL® Managing Across the Lifecycle

OBJECTIVES

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

5) Governance and organization 6) Measurement

7) Implementing and improving service management capability

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

- 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

(18)

Ref : FOI

Participants

Anyone working within an organization providing IT services and needing a basic knowledge of this standard.

Pre-requisites

A good knowledge of Information Technology is desirable. Good english(course material and QCM exam in English).

Eligible DIF

ISO 20000, Foundation, certification

OBJECTIVES

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

5) ISO / IEC 20000-2

6) The scope and applicability

7) Succeed and maintain the ISO / IEC 20000 certification

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.

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

- 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

(19)

- APMG exam preparation ISO / IEC 20000 Foundation.

Workshop

Passing the certification exam.

(20)

Ref : FOA

Participants

Auditors of the internal Information Technology.

Pre-requisites

Participants must have 3 years experience in conducting audit in Information Technology.

Eligible DIF

ISO 20000, Auditor, certification

OBJECTIVES

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

4) ISO / IEC20000 process audit

5) Review, exam preparation and certification

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.

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.

- 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.

Conduct ISO / IEC20000 audit process.

5) Review, exam preparation and certification

- Review session and mock exam realization.

- Fixed the mock exam.

- Exam preparation.

Workshop

(21)

Ref : FOS

Participants

Professionals, managers and consultants with key roles in the realization and / or the operational management of service based on ISO / IEC 20000.

Pre-requisites

Knowledge of principles and processes of IT Service Management. Be certified ITIL® v3 Foundation or ISO / IEC 20000 Foundation.

Eligible DIF

ISO 20000, Practitioner, certification

OBJECTIVES

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

4) Building a compliance plan

5) The Service Management System (SMS) 6) Review, exam preparation and certification

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.

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.

(22)

- Exam preparation.

Workshop Certification exam.

(23)

Ref : BOF

Participants

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.

Pre-requisites

No mandatory prerequisites although some experience in IT or related fields is recommended.

Eligible DIF

COBIT® 5, Foundation, Certification

OBJECTIVES

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

4) COBIT® 5 implementation

5) Process capability assessment model 6) Exam

Certification

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.

(24)

Ref : LLB

Participants

Professionals who wish to become familiar with the Lean Six Sigma® methodology and provide support for improvement projects as part of a team.

Pre-requisites

None.

Eligible DIF

Lean Six Sigma®, Yellow Belt, certification

OBJECTIVES

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

5) "Measure" phase presentation 6) "Control" phase presentation 7) Preparation and Certification

1) Introducing Six Sigma®

- 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.

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.

(25)

Ref : GLB

Participants

Professionals who wish to consolidate their knowledge of Lean Six Sigma®.

Pre-requisites

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.

Eligible DIF

Lean Six Sigma®, Green Belt, certification

OBJECTIVES

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

3) The "Improve" phase 4) The "Control" phase

1) Introduction and reminders

- 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.

(26)

Ref : LEE

Participants

Any member of an IT organization.

Pre-requisites

There are no pre-requisites for this course, although a basic knowledge of IT concepts will be helpful.

Eligible DIF

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.

OBJECTIVES

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.

Participants' 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.

(27)

- 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.