Objectifs
Les candidats participant à cette formation reussissant cette ceritifaction pourrront acquérir des savoir-faire sur ces thèmes:
- Introduction aux éléments-clés Métiers et de la Gestion des Services IT.
- Management de la Planification et l’Implémentation de la Gestion de Services IT.
- Management des Changements Stratégiques.
- Management des Risques.
- Evaluation de Services.
- Compréhension des Référentiels complémentaires de l’Industrie.
Participants
- Toute personne régulièrement impliquée dans la Gestion des services
- Chefs de projet, Directeurs de Production,Directeurs qualité, responsables qualité, Directeurs d'organisation, organisateurs.
Pré-requis
- Certification ITIL Foundation (V3 Foundation ou V2 Foundation plus Bridge).
Documentation
Chaque stagiaire se verra remettre :
- Un classeur avec le support visuel projeté
Durée
- 5 jours (35 heures)
Programme
1. Introduction
- Lifecycle positioning and transition.
- The relationship between Business and IT.
2. Management of Strategic Change
- Value creation challenge0
- Critical success components to managing lifecycle risk.
- Business benefits.
- Resource and Capability planning.
- Controlling Quality.
- Strategic Influencing.
- Customer liaison.
3. Risk Management
- The challenges, critical success factors and risks to service management.
- Identification of Risk.
- Evaluation of Risk – CFIA, FTA, BIA, SFA, Risk Analysis and Management.
- Corrective Actions.
- Controlling Risk / Transfer of risks / Service Provider risks / Contract risks / Design risks / Operational risks / Market risks.
4. Managing the Planning and Implementation of IT Service Management
- Activities during Plan, Do, Check, Act including Aspects of Strategy and the 4P’s of Strategy.
- Policy considerations.
- Directing.
- Controlling and Evaluating.
- Organizational Form and Design.
- Communication, Coordination and Control.
5. Understanding Organizational Challenges
- Organizational maturity.
- Organizational structure.
- Knowledge Management and security of information.
- Organizational transition.
- Governance.
- Balance in Service Operations.
6. Service Assessment
- Value of Measuring.
- Value of Monitoring.
- Service Portfolio assessment across the lifecycle.
7. Understanding Complementary Industry Guidance and Tool Strategies
- COBIT / ISO/IEC 20000 / CMMI / Balanced Scorecard / Quality Management : OSI Framework / Annuity / Service Management maturity framework / Six Sigma / Project Management / TQM.
- Management Governance framework.
- Tool Strategies.
8. Passage de l'examen de certification
- Examen basé sur un Questionnaire à Choix Multiples complexe comprenant 8 questions auxquelles le participant doit répondre en 90 minutes maximum.
- Les participants doivent obtenir 70% de réponses correctes pour obtenir leur certification.
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