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ITIL 16.08 | Especialização Técnica
16.08 | Technical Expertise
Requirements
General Knowledge on Using Microsoft Windows

Information Technology Infrastructure Library - ITIL is a set of good practives to be applied in the infrastructure, operation and maintenance
of information technology services.

CONTENTS
OBJECTIVES
1 Introduction to the ITIL Framework
To give trainees knowledge on ITIL V3, especially at the level
of good practices. 2 Service Strategy
2.1 Financial Management of IT Services
ADDRESSEES 2.2 Service Portfolio Management
2.3 Order Management
IT Managers; IT teams; process managers and everyone
interested on this subject. 3 Service Design
3.1 Service Catalog Management
3.2 Service Level Management
3.3 Capacity Management
3.4 Availability Management
3.5 IT Service Continuity Management
3.6 Information Security Management
3.7 Supplier Management

4 Service Transition
4.1 Change Management
4.2 Configuration Management and Service Assets
4.3 Knowledge Management
4.4 Transition Planning and Support
4.5 Release and Deployment Management
4.6 Service Testing and Validation
4.7 Service Evaluation
INFORMATION 5 Service Operation

Hours: 30h 5.1 Event Management
Time: See Training Plan 5.2 Incident Management
Material Delivered: Training Support Material 5.3 Requisition Management
Training: Attendance Required 5.4 Access Management
Regime: Working Hours / Post-Working Hours 5.5 Problem Management

6 Continual Service Improvement
6.1 The Steps of the Improvement Process
6.2 Service Measurement
METHODOLOGIES 6.3 Service Report

Methodologies used by the trainer will be 7 Major Roles and Responsibilities
expository, demonstrative and/or active, favouring
the latter whenever possible.

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