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itil foundation

Γενικά για το σεμινάριο:

ITIL (IT Infrastructure Library) is a process oriented approach focused on the provision of high quality IT services aligned with business needs. Based on contracts between IT and business, IT services are clearly specified and defined service labels are respected by both parties. The main objectives of IT Service Management according to ITIL are:

  • Alignment of IT services with actual and further business requirements
  • Improvement of service quality
  • Reduction of long term cost of any IT activities and overall cost optimization
  • Increased transparency for IT services and related costs

The three day ITIL Foundation Course provides an overview of the most important functions and requirements a modern service organization has to provide and fulfill. Participants prepare themselves for the ITIL Foundation exam and can achieve the ITIL-Foundation certificate in IT service management.

After completion of the seminar, participants will be able to use ITIL processes and be aware of their positive impact on work efficiency and describe the advantages of applying ITIL “best practice” methods to the different processes:

  • Process Objectives
  • Key practices
  • Key performance indicators (KPI)
  • Roles and responsibilities

Μεθοδολογία Σχεδιασμού και Υλοποίησης:

Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

  • Ακαδημαϊκό Υπόβαθρο
  • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
  • Τρέχουσα θέση στην Επιχείρηση
  • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
  • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

Συνοπτικό Πρόγραμμα Σεμιναρίου:

History of ITIL
ITIL Qualification cheme

2. Service Management as a practice Service
Service Management

3. The service
Life cycle
The structure, scope
Components and interfaces of the ITIL library
ITIL Service Life Cycle

4. Service
Service Mode
Service Portfolio Management
Demand Management
Financial Management
Return on investment

5. Service
Service catalogue management
Service level management
Capacity management
Availability management
IT Service Continuity Management
Information Security Management
Supplier Management

6. Service Transition
Change Management
Service Asset and configuration management (SACM)
Release and deployment management
Service knowledge management

7. Service Operation
Incident Management
Event Management
Request fulfillment
Problem Management
Access Management

8. Continual Service Improvement
The continual service improvement model
IT Governance across the Service Life Cycle

9. Technology and Architecture
Generic requirements for an integrated set of service Management Technology
Understand how service automation assists with integrating service management processes

10. Related standards and frameworks
ISO/IEC 20000
ISO 27000
ISO 9000
ISO 19770
ISO 15504


Δύο ημέρες (16 ώρες).

  • 'ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark
  • 'IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced
  • '© Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.


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