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ITIL® and Beyond: The Success for Reliable Service Delivery
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ADVANCED TRAINING IN CONJUNCTION WITH HP DISCOVER

MONDAY, 3 DECEMBER 2012
13:00 – 17:00
INTERCONTINENTAL FRANKFURT
WILHELM-LEUSCHNER STRASSE 43
FRANKFURT, 60329 GERMANY

ITIL® AND BEYOND: THE SUCCESS FOR RELIABLE SERVICE DELIVERY - FULL
INSTRUCTOR: MATHIAS TRAUGOTT, CEO & PRINCIPAL CONSULTANT, IT UNLIMITED SCHWEIZ AG

Discover the ITIL® Lifecycle philosophy based on ITIL® Edition 2011.

Based on ITIL®’s basic principal, "a service is a means of delivering value,” you will learn and understand the meaning and value of true service delivery.

  • Service Delivery: Discover the 4 key processes divided into drivers and delivery

  • Different "views of a service”: Understand the different point of views of a service and learn about the common goals and various focuses: ITIL®, COBIT, ITSCMM, Service Customer, Service Consumer, Service Provider and Service Supplier

  • Contracts (SLA), Service, System: Manage a clear demarcation of these three different worlds and understand how they fit together into one world

  • Service Specification: Learn a methodology on how to specify a service holistically with only 12 attributes, how they fit with utility and warranty, and how to integrate in an easy way in the Service Catalogue

  • Finally, we touch on the topic of service pricing (charge backs) and will discuss different charging methodologies and opportunities for your organization.

Target Group: Senior Managers, Business Managers, Service Managers, Business Analysts, Consultants, Project Managers, Service Advocates

REGISTRATION:
This course is full.

If you have questions or if you are unable to attend HP Discover but would like to attend Vivit Advanced Training, contact Laura Walker, Education Chair, Vivit Board of Directors.






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