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Information Technology
Infrastructure Library (ITIL) Foundation
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IT Service Management Definition:
» The principles and best practices of designing,
delivering and maintaining IT services to an agreed level of
quality in support of internal customers and users.
Best practice in IT Service Management has evolved since 1989
when the first elements of the IT Infrastructure Library (ITIL)
saw the first publication by the UK Government, (now the Office
of Government Commerce (OGC)). Since then, hundreds of
government agencies, non-profit, public and private
organizations and companies around the world have adopted the
ITIL best practices with very successful and economic results.
Several ExecuTrain local customers which are organizations that
have already improved the quality of IT Service delivery
aligning IT with the current business needs to lower IT Service
costs are; Universal Insurance, Evertec, Wyeth, Doral, HP,
Municipio de San Juan, Municipio de Carolina, Municipio de
Cataño, Municipio de Caguas, Trinexus, Sistema Universitario Ana
G. Méndez, Bella International, Plaza Provision, Wyeth Consumer,
Hima-San Pablo and First Bank, among many others.
»ITIL Foundation Certification is a 2-day course + 1-day for exam review to take
the exam the last day.» The course provides an understanding of how ITIL (10)
processes and one business function (the Service Desk), can
improve IT operations and services.
»ITIL Practitioner Certification are 5-day courses, including exam review and exam
the last day. The Practitioner curriculum focuses into
strategies for successful implementation of processes and
sustainable results including the goal of certification with
detailed case studies and practical process application - 30%
lecture and 70% hands-on exercises.
» ITIL Practitioner (IPRC) Release and Control (Change, Release and
Configuration) In five days students learn to manage, organize
and optimize the Change, Configuration and Release (CRC) through
interactive classroom training. Class focuses at improving the
quality of services by responding to the need for changes in a
controlled and time-effective manner.
» ITIL Practitioner (IPSR) Incident Management, Problem Management
and Service Desk function. During intensive 5-day course
students will learn to manage, organize and optimize the Service
Desk function and Indicident and Problem Management processes
through interactive classroom training. Class focuses on
developing strong process/function interfases for better
customer relationships, faster restoration of services and
increased IT Service stability.
» Benefits of ITIL Best Practices
- Provide an effective single point of contact for internal and
external users
- Deliver high quality support to critical business goals and
needs
- Lower the cost of ownership for IT Services as a whole
- Support Changes across business, technology and processes
boundaries
- Aid user retention and satisfaction
- Provide effective support for new business opportunities
- Create a common language among all business units
- Ensures the quality of services delivered matches business
expectations
- Less duplication of work and improved efficiency and
productivity»
ExecuTrain de Puerto Rico Facts:
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Our Certified Instructors:
We have three (3) local IT Service Managers (ITSM) EXIN
Certified Instructors/Consultants. Veteran instructors
experts on operational skills and immeasurable
experience on Puerto Rico culture and business know-how
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Three (3) years of experience providing our foundation
course with successful results. More than 200+ of our
students have passed the foundation exam from their
first try. Proven results with 80% of passing rate. |
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Course taught in Spanish, our dynamic classes are small
to ensure that all students get to spend a lot of time
with the instructor and have a chance to ask as many
questions as possible. |
Our satisfaction guarantee including one (1) year of
refresher courses without any additional cost. Exam
review day is available at no additional cost. |
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Materials:
Specially designed manual for each participant.
IT service management – An Introduction (book) endorsed
by itSMF-International
and
Dictionary of Service Management–Terms.
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Included at no additional cost:
Lunch, breaks and the best training facilities in
Puerto Rico – at ExecuTrain you will have the best
learning experience. |
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