IT Service Management (NEW)

ITIL® V2011 Foundations

Info session: How to Improve Your IT Service Management with ITIL - Learn more

The IT Service Management program is given as an intensive three day training session covering the processes, techniques and problems related to IT service delivery and support as defined in the ITIL® published by Office of Government Commerce (OGC). This program is intended for practitioners involved in one or more basic IT service management activities on a daily basis. At the end of the program, participants will take a one hour exam containing a multiple choice questionnaire to obtain the international APMG Foundation certificate in IT service management. ITIL is the most widely adopted framework for IT Service Management in the world. It is a practical, no-nonsense approach to the identification, planning, delivery and support of IT services to the business.

Course Objectives

In three days, participants will acquire the knowledge and skills required to:

Describe the disciplines, processes, roles and functions that an IT organization needs to deliver quality IT services to the enterprise;
State the key objectives of each discipline;
Explain the advantages of an integrated approach to IT service delivery and support;
Take the APMG exam with confidence by applying their new-acquired knowledge;
Put the ITIL® principles to practical use.

Who should attend?

Personnel involved in delivering daily IT services, as well as those in operational and management positions. Participants should have three to six months of prior IT experience.

Literature

Participants will receive a copy of the official introduction to the ITIL® service lifecycle.

Exam

The APMG itil® exam is included.

Dates		Times		Location		Price
Oct. 22-24, 2013		8:30 am - 4:30 pm		Moncton, NB		$1295 (no HST)

Instructor:

Jean-Claude Beaudry, senior ITSM consultant and advisor, co-founder of Qualiti7, has more than 20 years of information technology experience, with about 15 years in Service Management, gained mainly in the telecommunications, aerospace, municipal, education and financial sectors.

Mr. Beaudry has implemented IT service management (ITSM) processes based on globally recognized standards (ITIL framework) in many organization and his experience with IT support environments and service desks helps him to accurately identify needs and market trends in ITSM. Certified ITIL V3 EXPERT, he holds all the ITIL V3 certifications and teaches all the ITIL courses. He has delivered many dynamic conferences both in Canada and in France.