Location: Hala Arjaan, Abu Dhabi , United Arab Emirates, UAE.

Date : 13 to 17 November 2011

For reservations please contact A2Z Business Consultant FZE +971 50 78 12 682

This 3-day course is designed for IT professionals who are responsible for delivering IT services in an organization, and need the concepts of IT Service Management (ITSM), based on Version 3 of the IT Infrastructure Library and our proven & practical experiences in ITIL implementation.

Upon completion of this course, participants will be able to:

• acquire ITSM and ISO 20000 concepts via an exciting and stimulating mix of instructions, exercises, and discussions
• identify the lifecycle and fundamental processes involved in ITSM and how to integrate them into your business’ IT service model
• understand how IT and the Business can collaborate to improve overall productivity and efficiency
• learn the practical techniques in migrating a reactive relationship between IT and users to a proactive one

Course Objectives

The purpose of the ITIL Foundation certificate in IT Service Management is to obtain knowledge of the ITIL terminology, structure and basic concepts and to comprehend the core principles of ITIL practices for Service Management. The course covers the five core volumes which provide an end-to-end view of IT and its integration with business strategy. Those five core volumes are:

• Service Strategy provides guidance on how to design, develop, and implement service management. It ensures that the overall business aims and strategy is supported by the IT organizations aims and strategy.
• Service Design provides guidance on the design of new or changed services for introduction into the live environment
• Service Transition provides guidance on managing change along with risk and quality whilst ensuring IT Operations can manage those changes within the context of the ICT Infrastructure.
• Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimization of the services provided.
• Continual Service Improvement looks at the Service Management Lifecycle. It identifies opportunities for improvements in the efficiency, effectiveness of the processes and optimization of the costs associated with service provision.