Main › ITIL® Foundation for IT Service Management (with Case Study)

ITIL® Foundation for IT Service Management (with Case Study)

ITIL® Foundation for IT Service Management (with Case Study)

COURSE OVERVIEW

This 3-day course introduces the fundamentals of IT Service Management (ITSM) based on the IT Infrastructure Library (ITIL®). It describes the key concepts, processes, functions and roles of the ITIL® service lifecycle. The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL®. The course prepares attendees for the ITIL® Foundation Certificate examination. An exam voucher is provided to each student upon completion of the training.

PREREQUISITES
  • Experience and knowledge of IT computing environments are useful but not essential
AUDIENCE
  • IT professionals, business managers and business process owners
  • Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program
COURSE OBJECTIVES

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:

  • Service management as a practice (comprehension)
  • The ITIL® service lifecycle (comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models (comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness)
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
BENEFITS TO YOU
  • Understand how IT Services create value for the business and the importance of IT Service Management in making this happen
  • Understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • See how each stage of the service lifecycle contributes to the overall service and how each process and role plays a part
  • Discover how to become more proactive
  • Learn ITSM concepts via a case study and related assignments
COURSE OUTLINE

Service Management as a Practice

  • Define the concept of a service, and comprehend and explain the concept of service management as a practice

The ITIL® service lifecycle

  • Understand the value of the ITIL® service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle

Generic concepts and definitions

  • Define some of the key terminology and explain the key concepts of service management

Key principles and models

  • Comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management

Processes

  • Understand how the service management processes contribute to the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces of the processes

Functions

  • Explain the role, objectives and organizational structures of the different functions

Roles

  • Account for and be aware of the responsibilities of some of the key roles in service management

Technology and architecture

  • Understand how service automation assists with expediting service management processes

Competence and training

  • Competence and skills for service management

Mock exam

  • Help the candidate to pass the ITIL® Foundation exam

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Race to Results Simulation

ITIL® Race to Results Simulation

ITIL® Race to Results Simulation

COURSE OVERVIEW

The HP Race to Results Service Management simulation is an exciting and interactive workshop, set in the context of the “high octane” world of motor racing. The simulation is a one-day program that provides participants with a high-level overview of service management. By applying ITIL® lifecycle concepts, processes and the culture of service management, participants aim to win the racing championship through increased service management maturity that leads to dramatic increases in business and race performance.

PREREQUISITES
  • IT experience would be helpful but not required
AUDIENCE
  • IT professionals who need to understand service management at a high level
  • Senior managers wishing to review service management within their own organizations
  • Team leaders and process owners, who need to understand the big picture of service management and their part in it
  • Business and project managers who need to understand how service management can support improved business performance.
COURSE OBJECTIVES

The objective of the simulation is to give a practical introduction to the essential elements of service management and to give participants the opportunity to experience hands-on how the application of service management can improve business performance

NEXT STEPS
  • ITIL® Foundation for IT Service Management (HF421S)
BENEFITS TO YOU
  • Identify fundamental concepts and processes involved in service management
  • Learn about the essential elements of service management in a shorter time via a fun and interactive approach
  • Experience a focus on business outcomes to improve IT’s contribution to business performance, through the effective implementation of service management
COURSE OUTLINE

Introduction to simulation

  • Normally delivered over five rounds, the simulation brings out all the aspects of SM as a result of the game dynamic. Initially focusing on Service Operation, the simulation then covers Service Strategy, Service Design, Service Transition and Continual Service Improvement, simulating aspects of ITIL® in a practical environment. In general terms, issues and subjects emerge.

Round 1

  • Communication issues
  • Silo working

Service Operation

  • Incident Management
  • Service Desk

Round 2

Service Strategy

  • Service Portfolio Management
  • Financial Management

Service Design

  • Service Level Management
  • Capacity Management

Service Transition

  • Change Management
  • Knowledge Management

Service Operation

  • Further consideration to Incident Management, confirming prioritization levels
  • Problem Management
  • Event Management

Round 3

Service Strategy

  • Service Portfolio Management maturing
  • Financial Management maturing

Service Design

  • Service Catalog Management
  • IT Service Continuity Management
  • Availability Management
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management
  • Release and Deployment Management

Service Operation

  • Incident Management Process & Service Desk Function mature
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management

Round 4

Service Strategy

  • Service Portfolio Management mature
  • Financial Management Mature

Service Design

  • Service Catalog Management maturing
  • IT Service Continuity Management maturing
  • Availability Management maturing
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management maturing
  • Release and Deployment Management maturing

Service Operation

  • Incident Management Process & Service Desk Function maturing
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management maturing

Round 5

  • Review performance improvement over the 5 rounds, demonstrate links between and reliance of processes on each other
  • Review how ITSM maturity has evolved and relate it to participant organization

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Service Operation (SO)

ITIL® Service Operation (SO)

ITIL® Service Operation (SO)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course is designed for those involved in event management and monitoring, problem management and root cause analysis, and access management. The course also covers communication and stakeholder management, service desk organization, technical management, and application management. The course prepares attendees for the ITIL® Intermediate Qualification: Service Operation Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination
AUDIENCE
  • Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
  • IT architects, IT planners, IT consultants, IT audit managers, IT security managers
  • ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL® service operation stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
COURSE OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation: functions
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
BENEFITS TO YOU
  • Identify the ITIL® lifecycle and the fundamental processes involved in Service Operation 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 how to move from a reactive relationship to a proactive relationship between IT and users
COURSE OUTLINE

Introduction to Service Operation

  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL® service lifecycle
  • The fundamental aspects of service operation and the ability to define them

Service Operation Principles

  • How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
  • Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
  • Service operation inputs and outputs

Service Operation Processes

  • The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management

Common Service Operation Activities

  • How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
  • How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
  • How the operational activities of processes covered in other lifecycle stages contribute to service operation
  • How IT operations staff should look for opportunities to improve the operational activities

Organizing for Service Operation

  • The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
  • Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles

Technology Considerations

  • The generic requirements of technologies that support service management across all lifecycle stages
  • The specific technology required to support the service operation processes and functions

Implementation of Service Operation

  • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
  • Planning and implementing service management technologies within a company

Challenges, critical success factors and risks

  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › Managing Scope, Schedule, & Cost (HE538S)

Managing Scope, Schedule, & Cost (HE538S)

Managing Scope, Schedule, & Cost (HE538S)

COURSE OVERVIEW

Managing Scope, Schedule, and Cost provides a structured approach to project planning and management. This three-day course goes beyond project management fundamentals and applies a variety of techniques to balance the competing demands of scope, schedule, and cost. This course uses industry best practices to teach the latest tools and techniques. You will learn how to establish the performance measurement baseline (PMB) and gain proficiency in the tools and techniques used to compare actual work accomplished against established plans.

PREREQUISITES
  • A comprehensive introductory project management course such as Project Management Fundamentals (HC577S)
AUDIENCE

This course is intended for project managers interested in best practices that apply to diverse projects in multiple industries. It is especially suited for people seeking project management certification.

COURSE OBJECTIVES

Upon successful completion of this course, students will be able to:

  • Discuss key project scope, schedule, and cost concepts
  • Evaluate a deliverable-based work breakdown structure (WBS) and create a WBS dictionary
  • Validate a project schedule and demonstrate schedule compression techniques
  • Evaluate and validate cost estimates
  • Analyze project performance and recommend corrective action
  • Create an on-the-job action plan
CERTIFICATION VALUE

Successful completion of this course earns 21 educational contact hours or PDUs which may be applied to meet PMI® education requirements.

NEXT STEPS
  • Managing Project Quality (HE546S) or other advanced Project Management topics leading to recognition of your knowledge and skill by passing the Project Management certification appropriate to your country or region
COURSE OUTLINE

Lesson 1: Scope, Schedule, and Cost Overview

  • Project Management Process Groups
  • Scope
  • Schedule
  • Cost
  • Balancing the Competing Demands
  • Performance Measurement Baseline (PMB)
  • Managing Project Performance
  • Lesson Summary

Lesson 2: Scope

  • Project Scope Management
  • Product-oriented WBS
  • WBS Dictionary
  • Lesson Summary

Lesson 3: Schedule

  • Common Scheduling Terms
  • Scheduling Process
  • Critical Path
  • Schedule Assessment Checklist
  • Schedule Compression
  • Competing Demands
  • Lesson Summary

Lesson 4: Cost

  • Overview
  • Cost Estimating Process
  • Lesson Summary

Lesson 5: Managing Scope, Schedule, and Cost

  • Overview
  • Performance Measurement Baseline (PMB)
  • Management Reserve
  • Performance Measurement
  • Managing Process
  • Performance Management
  • Corrective Action
  • Change Control
  • Lesson Summary

Lesson 6: Developing an Action Plan

  • Course Summary
  • Action Plan

For more information about HP training programs in Ukraine visit http://www8.hp.com/ua/ru/training/index.html

Main › P9500 Replication Class & HP Performance Advisor 5.0 (HK906SхHK736S)

P9500 Replication Class & HP Performance Advisor 5.0 (HK906SхHK736S)

P9500 Replication Class & HP Performance Advisor 5.0 (HK906SхHK736S)

OVERVIEW

HK906s –

This 2-day course introduces students to the P9500 disk array replication solutions. Students will get configuration practice on our P9500’s with P9000 Business Copy, Business Copy Snapshot, RAID Manager and Continuous Access Synchronous and Continuous Access Journal.

HK736S

This course shows how to use the HP StorageWorks P9000 Performance Advisor Software product, version 5.0. It includes information about user tasks and array troubleshooting. Extensive notes and real-world tips are provided in the slide note-windows. This course is intended for users and HP service providers who are basically familiar with HP StorageWorks XP/P9000 disk array hardware, software, and storage systems. New version-5.0 features, as well as performance monitoring methods for both array types are discussed.

AUDIENCE
  • Storage Administrators
  • Storage Managers, database and network administrators, project managers, and others who work in a network storage environment, using HP XP/P9000 Arrays and HP XP/P9000 Performance Advisor products. The course is intended for those with little or no experience using the HP/P9000 Performance Advisor application.
PREREQUISITES
  • P9500 Administration and Configuration HK905S
  • Knowledge of networks and the storage administration tasks for the OS the P9500 will be useful
  • It is also beneficial to have an understanding of SANs

A basic understanding of:

  • Operating systems, networks and databases
  • Direct Attached Storage (DAS)
  • Direct Attached Storage (DAS)
  • Network Attached Storage (NAS)
  • HP XP and P9500 disk array hardware and software configuration
  • Disk storage concepts
KEY TOPICS
  • Understand HP P9500 disk array replication solutions
  • Describe and configure Continuous Access Synchronous and Continuous Access Journaling
  • Understand the configuration and use of Raid Manager for managing Business Copy, Business Copy Snapshot and Continuous Access

HK736S -After completing this course, you should be able to perform the following:

  • Describe the differences between the earlier XP array architecture and that of the latest P9500 array
  • View, chart and report PA data using the PA web GUI
  • Make recommendations to improve storage system performance
  • Understand the functionality of Business Copy and Business Copy Snapshot
  • Describe and configure Continuous Access Synchronous and Continuous Access Journaling
  • Describe the use of Command View Advanced Edition Replication Manager in conjunction with Business Copy and Continuous Access
  • Describe the XP/P9000 Performance Advisor functionality
  • Describe the process of installing and configuring the PA Management Server and PA Host agent
  • Use PA to identify and diagnose storage problems

For more information about HP training programs in Ukraine visit http://www8.hp.com/ua/ru/training/index.html