Training course for ITIL4 Foundation Certification

Title	Training course for ITIL4 Foundation Certification
Course code	CM319-10-2019-C
Objective	ITIL (IT Infrastructure Library) is a set of best practices put forth by the Office of Government Commerce (OGC) of the UK Government for better IT management. According to IDC, after implementing ITIL, organizations can increase the productivity of their IT staff by 53%, increase the efficiency by 26%, reduce down time by 31% and the ROI can be as high as 1296%. According to MetaGroup, by 2007 about 40% of enterprises in US will implement ITIL. After attending this course attendees will understand the key concepts in ITIL4 and will be able to anticipate and participate accurately in the change processes involved the (full or partial) implementation of ITIL in their organizations. They will be ready to take the ITIL4 exam.
Content	Service strategy and the concerned activities: Financial management for IT services, demand management, service portfolio management Service design and the concerned activities: Security management, service catalog management, supplier management, availability management, capacity management, IT service continuity management. Service transition and the concerned activities: Transition planning and support, service validation & testing, evaluation, service knowledge management, change management, release & deployment management, asset & configuration management Service operation and the concerned activities: event management / service desk, incident management, request fulfillment, problem management, access management, operational activities of processes covered in other lifecycle phases Continual service improvement and the concerned activities: the 7-step improvement process, service reporting, service measurement, return on investment for CSI, business questions for CSI, service level management
Assessment	In-class performance and exercises
Target audience	CIO, IT managers and executives who are responsible for delivering IT services and providing support to their internal or external users.
Prerequisite	Has the understanding to the information science and technology.
Class size	16
Instructor	Instructor from Hong Kong - Mr. Lam Kwok Kay
Instruction language	Cantonese (supplemented with English)
Handout language	Handouts in English
Duration	18 hours in 6 sessions
Schedule	10:00-13:00, 14:00-17:00, from Oct 25, 2019(Friday) to Oct 27, 2019(Sunday).
Fee	MOP5,400
Other fees	Exam: MOP2,300.
Venue	Cyber-Lab (Rua Comandante Mata Oliveira, Ed. Associacao Industrial, 3-andar Macau)
Certificate	Certificate of Attendance issued by CPTTM (with at least 80% attendance and completing in-class exercises).
PDAC code	Approved Course under the SAR Government "Continuing Education Development Program", Code: 1904320453-0
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