Glenfis Trainings on
ITIL, VeriSM

  
eLearningPublicInhouse

ITIL® 4 Foundation

The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS).
Details
eLearningPublicInhouse

ITIL® 4 Managing Professional (MP) Transition

This course is intended for all persons who are already ITIL® Expert V3/2011 or have already completed at least 17 credits (all ITIL® Edition 2011 Intermediate Lifecycle Modules). Become an ITIL® 4 Managing Professional in 5 days and be up to date. Exam done within the course.
Details
eLearningPublicInhouse

ITIL® 4 Create, Deliver and Support (CDS)

The Managing Professional Modul CDS covers the integration of a number of proven areas of what we might know as ‘IT’ areas of work – from design, to build and test, launch, run and support of products and services.
Details
eLearningPublicInhouse

ITIL® 4 Direct, Plan and Improve (DPI)

Regardless of organizational role or authority, everyone has authority, even if it is limited to personal direction. Everyone should plan. And everyone should be contributing to, if not leading, improvement.
Details
eLearningPublicInhouse

ITIL® 4 High-velocity IT (HVIT)

The practitioners are familiar with traditional IT service management concepts, and now want to be able to discuss ‘digital’ with more confidence, to develop practical competences, and to be valued contributors in the digital domain.
Details
eLearningPublicInhouse

ITIL® 4 Drive Stakeholder Value (DSV)

This course explores the steps of co-creating value through services in significant detail and is beneficial to both customers and service providers.
Details
eLearningPublicInhouse

ITIL® 4 Managing Professional Package

ITIL4 Managing Professional Package - book all 4 modules and get a special price
Details
eLearningPublicInhouse

ITIL® 4 Overview

This Overview is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS). In one day we provide you the most important changes to ITIL V3/2011.
Details
eLearningPublicInhouse

ITIL® Edition 2011 Foundation WBT Bundle

ITIL® Foundation Web Based Training - Bundle with Exam Voucher, the efficient learning solution for self-learners with exam from their own PC.
Details
eLearningPublicInhouse

ITIL® Foundation Edition 2011 - 2 days

Shortened version of the basic ITIL® Foundation course (2 days plus eLearning preparation) on the central features and requirements of IT service management according to ITIL® Edition 2011, with foundation certificate.
Details
eLearningPublicInhouse

ITIL® Service Strategy Edition 2011

Practice-oriented seminar for exam preparation focusing on service strategy, principles, processes, activities, functions, supporting technologies, and an understanding of implementation.
Details
eLearningPublicInhouse

ITIL® Service Design Edition 2011

The emphasis of this seminar is on practice-oriented exam preparation for the areas of service strategy and their principles, processes, activities and functions, as well as supporting technologies and an understanding of implementation.
Details
eLearningPublicInhouse

ITIL® Service Transition Edition 2011

Practice-oriented seminar for exam preparation focusing on service transition, principles, processes, activities, functions, supporting technologies and an understanding of implementation.
Details
eLearningPublicInhouse

ITIL® Service Operation Edition 2011

Service operation seminar for practice-oriented exam preparation, focusing on principles, processes, activities, functions, supporting technologies and an understanding of implementation.
Details
eLearningPublicInhouse

ITIL® Continual Service Improvement Edition 2011

Practice-oriented seminar for exam preparation focusing on continual service improvement, principles, processes, activities, functions, supporting technologies and understanding of implementation.
Details
eLearningPublicInhouse

ITIL® Managing Across the Lifecycle Edition 2011

Seminar in which knowledge from all books covering the ITIL® Service Lifecycle is conveyed and tested, with a focus on business and management alongside monitoring of objectives, processes, functions and activities, as well as interactions between processes and the service lifecycle phases.
Details
  

ITIL® 4 Foundation  [P-I4F2]

eLearningPublicInhouse

Course topic

ITIL 4 takes you through a more evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.

Following areas will be covered in the course:

  • Key concepts of Service Management
  • The four dimensions of Service Management
  • The ITIL Service Value System (SVS)
  • ITIL Management Practices

Training Objectives

The purpose of the ITIL4 Foundation qualification is to introduce you to the management of modern IT-enabled services, to provide you with an understanding of the common language and key concepts, and to show you how your organization and your work can improve with the ITIL 4 guidance.

  • Understand the key concepts of service management
  • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • Understand the four dimensions of service management
  • Understand the purpose and components of the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Know the purpose and key terms of the ITIL practices

Training Preconditions

There are no mandatory prerequisites.

Target group

The ITIL 4 Foundation Certification Course is designed for anyone working in IT looking for IT Service Management education and an understanding of how to provide business value. Also, anyone who is looking to upgrade their ITIL v3 certification and knowledge.

Certificate

ITIL® 4 Foundation, awarded by Peoplecert und Axelos

ITIL 4 Candidate Syllabus

Documents

The course material is in English. The ITIL® 4 folder contains:

  • Student Workbook
  • ITIL® 4 Glossary
  • Mock Exams
Public

Public    ITIL® 4 Foundation

Start End Duration Location Language Price CHF Status
Start09.12.2019 End10.12.2019 Duration2 days Location LanguageDE Price CHF1'950.- StatusFull
Start06.01.2020 End07.01.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start26.02.2020 End27.02.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start23.03.2020 End24.03.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start23.04.2020 End24.04.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start25.05.2020 End26.05.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start17.06.2020 End18.06.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start08.07.2020 End09.07.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start10.08.2020 End11.08.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start09.09.2020 End10.09.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start14.10.2020 End15.10.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start23.11.2020 End24.11.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Start21.12.2020 End22.12.2020 Duration2 days Location LanguageDE Price CHF2'200.- StatusBook
Certification fee included
Inhouse

Inhouse

Can be combined with the following simulations:

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

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ITIL® 4 Managing Professional (MP) Transition  [P-4TRN5]

eLearningPublicInhouse

Course topic

The ITIL® 4 Transition Module provides you with an enhanced view of the Service Value System (SVS). This provides a holistic end-to-end picture of what it actually means to contribute to the business value chain. It contains all modules of the Managing Professional:

  • Create, Deliver & Support
  • Drive Stakeholder Value
  • High Velocity IT
  • Direct, Plan & Improve

Training Objectives

The purpose of this 5-day ITIL® 4 Transition Module is to understand the new key concepts and what has changed since the last version.

  • Understanding Key Concepts of Service Management
  • Understand how the ITIL® Guiding Principles can help the organization adopt and adapt to service management.
  • Understand the four dimensions of Service Management
  • Understanding the purpose and components of the ITIL® Service Value System (SVS)
  • Understand the activities and connections of the Service Value Chain and how to create them.
  • Knowledge of how the relevant ITIL® Practices contribute to value creation
  • Understand the concepts related to the characteristics of "high-velocity" of a digital enterprise and the demands this places on IT.
  • Understand how to design "Customer Journeys
  • Knowledge of how to shape demand and define service offerings
  • Understand what role governance, risk and compliance plays and how these principles and methods can be integrated into the Service Value System.

Training Preconditions

ITIL Expert V3/2011 or at least 17 credits (all ITIL® Edition 2011 Intermediate Lifecycle Modules).

Target group

All ITIL® Experts or persons who have completed 17 credits (all ITIL® Edition 2011 Intermediate Lifecycle Modules).

Certificate

ITIL® 4 Managing Professional, awarded by Peoplecert and Axelos.

Documents

The course materials are in English. The ITIL® 4 course folder includes:

  • Student Workbook
  • ITIL® 4 Glossary
  • Mock Exams

The price includes the original books of the 4 Manging Professional modules.

Public

Public    ITIL® 4 Managing Professional (MP) Transition

Start End Duration Location Language Price CHF Status
Start09.03.2020 End13.03.2020 Duration5 days Location LanguageDE Price CHF4'500.- StatusBook
Start04.05.2020 End08.05.2020 Duration5 days Location LanguageDE Price CHF4'500.- StatusBook
Start13.07.2020 End17.07.2020 Duration5 days Location LanguageDE Price CHF4'500.- StatusBook
Start21.09.2020 End25.09.2020 Duration5 days Location LanguageDE Price CHF4'500.- StatusBook
Start16.11.2020 End20.11.2020 Duration5 days Location LanguageDE Price CHF4'500.- StatusBook
Plus certification fee (optional) in the amount of 350.-
Inhouse

Inhouse

Can also be held as an internal seminar for 6 persons or more.

Can be carried out with the following simulations and workshops:

  • MarsLander
  • Value Stream Mapping

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Request for an in-house quote:
academy@glenfis.ch

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ITIL® 4 Create, Deliver and Support (CDS)  [P-I4CD3]

eLearningPublicInhouse

Course topic

The course includes core content describing how different types of work (value streams) are built, tested and delivered end-to-end’ from beginning to end and with continual iterations and feedback loops.

There is also focus on areas such as testing, knowledge, customer and employee feedback, new technologies, supplier sourcing, and ways of managing work.

This course is much more than simply a description of practices or processes – it is the ‘glue’ in the complete service lifecycle in order to deliver real and sustainable value through services.


  • How to document and analyze a value stream
  • Create, deliver and support value streams
  • Using value streams to define a “minimum viable practice”
  • How to prioritize and manage work
  • Commercial and sourcing considerations

Training Objectives

  • Understand how to plan and build a service value stream to create, deliver and support services.
  • Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services

Training Preconditions

The candidate must have passed the ITIL 4 Foundation examination.

Target group

  • individuals continuing on their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
  • existing ITIL qualification holders wishing to develop their knowledge
  • Project and program managers

Certificate

ITIL® 4 Create, Deliver and Support Certificate, awarded through Peoplecert and is one of the modules 4 to achieve the Managing Professional Certificate

The exam is available in English only.

Documents

The course material is in English. The ITIL® 4 Create, Deliver and Support folder contains:

  • Student Workbook
  • Mock Exam
  • USB Stick with the complete courseware, related practices and additional information

Book:

  • The ITIL® 4 Create, Deliver and Support Book
Public

Public    ITIL® 4 Create, Deliver and Support (CDS)

Start End Duration Location Language Price CHF Status
Start27.04.2020 End29.04.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start13.07.2020 End15.07.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start19.10.2020 End21.10.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Plus certification fee (optional) in the amount of 350.-
Inhouse

Inhouse

Are you interested to organize an inhouse training? This is recommended if you have at least 6 participants. Please ask for an offer.

This can be supported with the following simulations and workshops:

Contact

Early bird discount

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Please place your requests at:

academy@glenfis.ch

back

ITIL® 4 Direct, Plan and Improve (DPI)  [P-I4DP3]

eLearningPublicInhouse

Course topic

When multiple people are involved in business activities, coordination and collaboration are crucial. Because organizations are usually hierarchical, direction is often provided from the top down. Unless the objectives and actions of different groups are planned and aligned, their desired outcomes will likely not be achieved. Even if they are achieved, poor coordination usually results in missteps, restarts, and rework

Thorough planning creates a shared understanding of how work will be organized and managed, allowing contributors to understand their roles and to coordinate and collaborate efficiently and effectively. Finally, improvement is a critical component of any successful organization. Identifying and acting upon opportunities for improvement ensures that the organization grows and remains successful over time.

  • Strategy and direction
  • Assessment and planning
  • Measurement and continual improvement
  • Communication and organizational change management
  • Developing a service value system
  • Continual improvement journeys
  • Bringing it together

Training Objectives

  • Understand the Key Concepts of Direct, Plan & Improve
  • Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context
  • Understand the role of GRC (Governance, Risk & Compliance) and know how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of continual improvement for all types of improvements
  • Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
  • Understand and know how to use the key principles and methods of measurement and reporting in directing, planning and improvement
  • Understand and know how to direct, plan and improve value streams and practices

Training Preconditions

The candidate must have passed the ITIL 4 Foundation examination.

Target group

  • individuals continuing on their journey in service management
  • ITSM managers and aspiring ITSM managers
  • managers of all levels involved in shaping direction and strategy or developing a continually improving team
  • existing ITIL qualification holders wishing to develop their knowledge
  • Project and Program Managers

Certificate

ITIL® 4 Direct, Plan and Improve Certificate, awarded through Peoplecert and is one of the modules 4 to achieve the Managing Professional Certificate

The exam is available in English only.

Documents

The course material is in English. The ITIL® 4 Direct, Plan and Improve folder contains:

  • Student Workbook
  • Mock Exam
  • USB Stick with the complete courseware, related practices and additional information

Book:

  • The ITIL® 4 Direct, Plan and Improve Book
Public

Public    ITIL® 4 Direct, Plan and Improve (DPI)

Start End Duration Location Language Price CHF Status
Start27.01.2020 End29.01.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start18.05.2020 End20.05.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start01.09.2020 End03.09.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start14.12.2020 End16.12.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Plus certification fee (optional) in the amount of 350.-
Inhouse

Inhouse

Are you interested to organize an inhouse training? This is recommended if you have at least 6 participants. Please ask for an offer.

This can be supported with the following simulations and workshops:

Contact

Early bird discount

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Please place your requests at:

academy@glenfis.ch

back

ITIL® 4 High-velocity IT (HVIT)  [P-I4HV3]

eLearningPublicInhouse

Course topic

How to assess and unlearn old approaches, and integrate new concepts, techniques and technologies in the way of working. The believe that the more digital parts of the organization demand a significantly different way of thinking and working than the current ‘operating model’ for IT service management.

The scope of the course is the primary activities in the digital value chain. In other words, what the practitioner does and which resources they use across the lifecycle of digital products, in order to:

  • Make the right digital investments
  • Realize and deliver digital products and services quickly
  • Provide digital products and services that are highly resilient to disruption
  • Ensure that the service consumer realizes value from the digital products and services
  • Assure conformance of activities with governance, risk and compliance requirements

Training Objectives

  • Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
  • Understand the digital product lifecycle in terms of the ITIL ‘operating model’
  • Understand the importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT
  • Know how to contribute to achieving value with digital products

Training Preconditions

The candidate must have passed the ITIL 4 Foundation examination.

Target group

  • individuals continuing on their journey in service management
  • ITSM managers and aspiring ITSM managers
  • IT managers and practitioners involved in digital services or working in digital transformation projects, working within or towards high velocity environments
  • existing ITIL qualification holders wishing to develop their knowledge
  • Project and program managers

Certificate

ITIL® 4 High-velocity IT Certificate, awarded through Peoplecert and is one of the modules 4 to achieve the Managing Professional Certificate

The exam is available in English only.

Documents

The course material is in English. The ITIL® 4 High-velocity IT folder contains:

  • Student Workbook
  • Mock Exam
  • USB Stick with the complete courseware, related practices and additional information

Book:

  • The ITIL® 4 High-velocity IT Book
Public

Public    ITIL® 4 High-velocity IT (HVIT)

Start End Duration Location Language Price CHF Status
Start22.06.2020 End24.06.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start28.09.2020 End30.09.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start01.12.2020 End03.12.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Plus certification fee (optional) in the amount of 350.-
Inhouse

Inhouse

Are you interested to organize an inhouse training? This is recommended if you have at least 6 participants. Please ask for an offer.

This can be supported with the following simulations and workshops:

Contact

Early bird discount

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Please place your requests at:

academy@glenfis.ch

back

ITIL® 4 Drive Stakeholder Value (DSV)  [P-I4DS3]

eLearningPublicInhouse

Course topic

The purpose of this course is to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value.

Engagement is important in the optimization of service value because, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder.

To drive stakeholder value, stakeholders contribute to the creation of service value by exploring the following:

  • value propositions
  • fostering relationships
  • keeping engagement channels open
  • shaping demand
  • designing service offerings
  • aligning and agreeing expectations
  • co-creating service experiences
  • realizing value

Training Objectives

  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders
  • Know how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Know how to realize and validate service value

Training Preconditions

The candidate must have passed the ITIL 4 Foundation examination.

Target group

  • individuals continuing on their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
  • existing ITIL qualification holders wishing to develop their knowledge
  • Project and program managers

Certificate

ITIL® 4 Drive Stakeholder Value Certificate, awarded through Peoplecert and is one of the modules 4 to achieve the Managing Professional Certificate

The exam is available in English only.

Documents

The course material is in English. The ITIL® 4 Drive Stakeholder Value folder contains:

  • Student Workbook
  • Mock Exam
  • USB Stick with the complete courseware, related practices and additional information

Book:

  • The ITIL® 4 Drive Stakeholder Value Book
Public

Public    ITIL® 4 Drive Stakeholder Value (DSV)

Start End Duration Location Language Price CHF Status
Start20.04.2020 End22.04.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start12.08.2020 End14.08.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Start02.11.2020 End04.11.2020 Duration3 days Location LanguageDE Price CHF2'900.- StatusBook
Plus certification fee (optional) in the amount of 350.-
Inhouse

Inhouse

Are you interested to organize an inhouse training? This is recommended if you have at least 6 participants. Please ask for an offer.

This can be supported with the following simulations and workshops:

Contact

Early bird discount

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Please place your requests at:

academy@glenfis.ch

back

ITIL® 4 Managing Professional Package  [P-I4MP12]

eLearningPublicInhouse

Course topic

The package contains the following 4 modules:

The detailed course descriptions can be found in the respective linked courses mentioned above.

Training Objectives

By completing the four courses, you obtain the ITIL4 Managing Professional certificate.

Training Preconditions

The ITIL 4 Foundation Certificate is a prerequisite for the following advanced modules

Target group

  • Persons who want to continue their Service Management trip
  • ITSM Managers and future ITSM Managers
  • - ITSM practitioners working in the operational management of IT-supported and digital products and services and responsible for end-to-end service delivery.
  • Existing ITIL qualified employees who want to further develop their knowledge.
  • Project and Program Manager

Certificate

ITIL4 Managing Professional awarded by Axelos and Peoplecert.

The exams are currently only available in English.

Documents

According to the description of each course
We offer the package for the 4 courses at the special price of CHF 9'600.
The examination fees of CHF 350 per examination are added,
The courses must be completed within 2 years.

Inhouse

Inhouse

Do you want to organize a training in your company? This is recommended for 6 or more people.
Ask for a non-binding offer.
This training can be supplemented by the following simulations and/or workshops to get even more practical:
MarsLander
Agile Service Management Practical Workshop
Value Stream Mapping

Contact

Early Bird discount
If you book more than 4 months in advance, we grant you a discount on the course fee of 10%.

Volume discount
Motivate your environment. Already with 3 persons in the same course and simultaneous registration we grant interesting discounts on the course fees:
3 persons on the same course date 10%.
4 persons on the same course date 15%
5 persons on the same course date 20% of the course price

The discounts cannot be cumulated - the highest always applies.

Please place your requests at:

academy@glenfis.ch



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ITIL® 4 Overview  [P-I4O1]

eLearningPublicInhouse

Course topic

What’s the difference between ITIL v3 and ITIL 4? In a nutshell, ITIL v3 describes Service Management around 26 processes and functions that are part of a continuous process of 5 life cycles: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. All of the v3 body of knowledge is still very worthwhile and relevant!

ITIL 4 takes you through a more evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and integrates concepts from models such as Lean IT, Agile and DevOps.

Training Objectives

We provide you a high-level overview about the following topics:

  • Key concepts of Service Management
  • The four dimensions of Service Management
  • The ITIL Service Value System (SVS)
  • ITIL Management Practices

Training Preconditions

There are no mandatory prerequisites.

Target group

The ITIL 4 Foundation Certification Course is designed for anyone working in IT looking for IT Service Management education and an understanding of how to provide business value. Also, anyone who is looking to upgrade their ITIL v3 knowledge.

Certificate

There is no certificate foreseen.

Documents

Handout in English

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ITIL® Edition 2011 Foundation WBT Bundle  [P-V3ELB]

eLearningPublicInhouse

Course topic

ITIL® is the internationally recognized framework for a consistent implementation of IT Service Management. It provides a good overview and understanding of the interrelationships within an IT organization.

This ITIL® Foundation eLearning course with a Foundation Certificate conveys the basics of ITIL® Edition 2011.

You will receive

  • 90 days access to the ITIL® Foundation eLearning modules
  • Access to the sample test generator with different question compilations
  • ITIL® Foundation certification voucher for passing the exam from your own PC

A demo in English, German and French you can find here

Price: EUR 510.00

Place your order: here

Training Objectives

Content of the course:

  • Know the service lifecycle and the processes according to ITIL®: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement
  • Process & Quality Management
  • Advantages of the application according to ITIL® "Best Practice" and the interaction of the individual processes and functions
  • "Good practice recommendations for your own IT organization
  • Development of a comprehensive and practice-oriented knowledge for the professional activity in IT Service Management

Training Preconditions

No formal requirements necessary.

Target group

  • CIO, IT manager, project manager, IT consultant, IT consultant, IT coordinator, IT employee with funding potential.

Certificate

ITIL® Edition 2011 Foundation, awarded by Peoplecert and Axelos

Documents

ITIL® Foundation learning script (Glenfis teaching aid 400 pages) - downloadable from the eLearning platform

Syllabus

ITIL® Glossar

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ITIL® Foundation Edition 2011 - 2 days  [P-ITF2B]

eLearningPublicInhouse

Course topic

Shortened ITIL® Foundation course with mandatory eLearning preparation

ITIL® is considered the internationally recognised framework for the consistent implementation of IT service management. It provides a strong overview and a good understanding of the relationships within an IT organisation.

This ITIL® Foundation course with a final foundation certificate, high practical relevance and practical exercises teaches the basics of the most important functions and requirements for IT service management in accordance with ITIL® Edition 2011.

Training Objectives

  • Becoming familiar with the service lifecycle and the processes according to ITIL®: Service strategy, service design, service transition, service operation, continual service improvement
  • Process- & quality management
  • The benefits of applying ITIL® best practice and interaction of individual processes and functions
  • Good practice recommendations for own IT organisations
  • The development of comprehensive and practical knowledge for professional activities in IT service management

Training Preconditions

No formal prerequisites necessary.

Target group

  • CIO
  • IT managers
  • Project managers
  • IT consultants
  • IT instructors
  • IT coordinators
  • IT personnel with promotion potential

Certificate

ITIL® Edition 2011 Foundation, awarded by Peoplecert und Axelos

Documents

ITIL® Foundation folder including:

  • Student Workbook
  • ITSM & CMDB overview poster

Pocket Guide “IT Service Management based on ITIL®”

Syllabus

ITIL® Glossary

Public

Public    ITIL® Foundation Edition 2011 - 2 days

Start End Duration Location Language Price CHF Status
Start30.01.2020 End31.01.2020 Duration2 days Location LanguageDE Price CHF1'700.- StatusBook
Plus certification fee (optional) in the amount of 250.-
Inhouse

Inhouse

Can be done with the following simulation programms:

Together with our eLearning Programm it can be done as a Blended Training with shortend attandance time.

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.

Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

back

ITIL® Service Strategy Edition 2011  [P-ITSS3]

eLearningPublicInhouse

Course topic

The service strategy is the hub of the service lifecycle.At this stage, decisions are made regarding the services that must be developed, administered and improved towards the generation of the greatest possible added value for the business and the service provider.To this end, the strategy defines the market segments and service offering, as well as their effective supervision.

In this way, the service strategy phase lays the groundwork for the service offering. Drivers for this can include changing market conditions, new regulatory conditions or regulatory requirements, new technologies and, not least, customer preferences.

Accompanied by an internally-developed case study, this seminar prepares the students for the practice-based exam.

Focal areas include the objective and purpose of service strategy, the principles, processes, activities, functions, supporting technologies, as well as an understanding of implementation.

Training Objectives

  • Principles of service strategy
  • Processes within service strategy
  • Definition of market fields and services
  • Implementation of strategic analyses
  • Application of financial management
  • Managing demand
  • Critical success factors and risks

Training Preconditions

Participants of this seminar need the ITIL® Foundation Certificate Edition 2011

Target group

  • Participants with the ITIL® V3 (or Edition 2011) foundation certificate and who want to consolidate the approaches of service management best practice.
  • Participants working towards a deeper understanding of service strategy.
  • Participants looking to further their education up to ITIL® Expert or ITIL® Master.

Certificate

ITIL® Edition 2011 Service Strategy, awarded by Peoplecert und Axelos

Documents

ITIL® Service Strategy folder including:

  • Slide Show
  • Student Workbook
  • ITSM & CMDB overview poster
  • ITIL® Acronyms and Glossary

Book: ITIL® Service Strategy Edition 2011 Core Book

Syllabus

ITIL® Glossary

Public

Public    ITIL® Service Strategy Edition 2011

Start End Duration Location Language Price CHF Status
Start13.01.2020 End15.01.2020 Duration3 days Location LanguageDE Price CHF2'800.- StatusBook
Plus certification fee (optional) in the amount of 320.-
Inhouse

Inhouse

An internal seminar is possible, from at least six persons

Can be done with the following simulation programm:

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

back

ITIL® Service Design Edition 2011  [P-ITSD3]

eLearningPublicInhouse

Course topic

The primary objective of service management is to ensure that IT services are optimally aligned to business needs.Quality, reliability and flexibility requirements are fulfilled through the service design.Thereby, service design should be seen as an iterative phase within the service lifecycle.This starts with the blueprint, which enables the construction, testing and distribution of releases.

The central purpose of the service design phase is the design of new or modified IT services.Here, design includes not only the conception but also the development of the solution itself, and of the management systems, processes, architectures and measurability of services.

Accompanied by an internally-developed case study, this seminar prepares students for the practice-based exam.

Focal areas include the objective and purpose of service design, he principles, processes, activities, functions, supporting technologies, as well as an understanding of implementation.

Training Objectives

  • Introduction to service design
  • Service design principles
  • Service design processes
  • Technology-related design activities
  • Organisation of design service
  • Technological considerations
  • Implementation, challenges, risks

Training Preconditions

Participants of this seminar need the ITIL® Foundation Certificate Edition 2011

Target group

  • Participants with the ITIL® V3 (or Edition 2011) foundation certificate and who want to consolidate the approaches of service management best practice.
  • Participants working towards a deeper understanding of service design.
  • Participants to further their education up to ITIL® Expert or ITIL® Master.

Certificate

ITIL® Edition 2011 Service Design, awarded by Peoplecert und Axelos

Documents

ITIL® Service Design folder including:

  • Slide Show
  • Student Workbook
  • ITSM & CMDB overview poster
  • ITIL® Acronyms and Glossary

Book: ITIL® Service Design Edition 2011 Core Book

Syllabus

ITIL® Glossary
Public

Public    ITIL® Service Design Edition 2011

Start End Duration Location Language Price CHF Status
Start20.01.2020 End22.01.2020 Duration3 days Location LanguageDE Price CHF2'800.- StatusBook
Plus certification fee (optional) in the amount of 320.-
Inhouse

Inhouse

An internal seminar is possible, from at least six persons

Can be done with the following simulation programm:

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

back

ITIL® Service Transition Edition 2011  [P-ITST3]

eLearningPublicInhouse

Course topic

The service transition phase covers how to transfer changes – i.e. new or modified services – into the operation. This includes the organisation of necessary competencies in business and in IT operations.

Function-, operation- and release capability of changes are assessed and it is ensured that the service specifically requested by the customer can indeed be delivered.This approach helps to avoid undesirable consequences in production launch and to promote innovation.

This seminar is accompanied by an internally developed case study towards practice-based esam-preparation.

Focal areas include the objective and purpose of service transition, the principles, processes, activities, functions and supporting technologies, as well an understanding of implementation.

Training Objectives

  • Terminology and context in the service lifecycle concept
  • Principles of service transition
  • Service transition processes
  • General service transition activities
  • Technology in service transition
  • Critical success factors, challenges and risks

Training Preconditions

Participants of this seminar need the ITIL® Foundation Certificate Edition 2011

Target group

  • Participants with the ITIL® V3 (or Edition 2011) Foundation certificate and who want to consolidate the approaches of service management best practice.
  • Participants working towards a deeper understanding of service transition.
  • Participants looking to further their education up to ITIL® Expert or ITIL® Master.

Certificate

ITIL® Edition 2011 Service Transition, awarded by Peoplecert und Axelos

Documents

ITIL® Service Transition folder including:

  • Slide Show
  • Student Workbook
  • ITSM & CMDB overview poster
  • ITIL® Acronyms and Glossary

Book: ITIL® Service Transition Edition 2011 Core Book

Syllabus

ITIL® Glossary
Public

Public    ITIL® Service Transition Edition 2011

Start End Duration Location Language Price CHF Status
Start17.02.2020 End19.02.2020 Duration3 days Location LanguageDE Price CHF2'800.- StatusBook
Plus certification fee (optional) in the amount of 320.-
Inhouse

Inhouse

An internal seminar is possible, from at least six persons

Can be done with the following simulation programm:

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

back

ITIL® Service Operation Edition 2011  [P-ITSO3 ]

eLearningPublicInhouse

Course topic

The service operation phase includes practice in the management of service operation. Here is an ‘end-to-end’ is applied from the users' perspective of the service. This approach safeguards the efficient and effective operation, support and maintenance of IT services. The central topic of the service operation seminar is the processes and -features that apply in this phase.

This seminar is accompanied by an internally-developed case study to prepare the students for the practice-based exam.

Focal areas include the objective and purpose of service operation, and the principles, processes, activities, functions, supporting technologies, as well as an understanding of implementation.

Training Objectives

  • Introduction to service operation
  • Service operation principles
  • Service transition processes
  • Technology-related activities
  • Organisation of service operation
  • Technological considerations
  • Implementation, challenges, risks

Training Preconditions

Participants of this seminar need the ITIL® Foundation Certificate Edition 2011

Target group

  • Participants with the ITIL® V3 (or Edition 2011) foundation certificate and who want to consolidate the approaches of service management best practice.
  • Participants working towards a deeper understanding of service operation.
  • Participants looking for to further their education up to ITIL® Expert or ITIL® Master.

Certificate

ITIL® Edition 2011 Service Operation, awarded by Peoplecert und Axelos

Documents

ITIL® Service Operation folder including:

  • Slide Show
  • Student Workbook
  • ITSM & CMDB overview poster
  • ITIL® Acronyms and Glossary

Book: ITIL® Service Operation Edition 2011 Core Book

Syllabus

ITIL® Glossary
Public

Public    ITIL® Service Operation Edition 2011

Start End Duration Location Language Price CHF Status
Start25.03.2020 End27.03.2020 Duration3 days Location LanguageDE Price CHF2'800.- StatusBook
Plus certification fee (optional) in the amount of 320.-
Inhouse

Inhouse

An internal seminar is possible, from at least six persons

Can be done with the following simulation programm:

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

back

ITIL® Continual Service Improvement Edition 2011  [P-ITCSI3]

eLearningPublicInhouse

Course topic

The phase of continual service improvement – CSI for short – is the real driving force behind the service lifecycle. Analogous to agile methods, this enables organisational structures to be continuously optimised in feasible steps.

CSI provides guidance on the instrumentalised generation and receipt of customer value added through improvements in the design, implementation and operation of services.The instructions combine principles, practice and methods from quality management and change management, in particular with regard to process improvements towards optimisation of service quality. This guidance is directly connected to the phases of service strategy, design and transition.

The principle of ownership is crucial in any improvement strategy. The CSI manager becomes the CSI owner and the most important advocate of this key issue. To prepare students for the practice-based exam, the seminar is accompanied by an internally-developed case study.

Focal areas include the objective and purpose of continual service improvement and the principles, processes, activities, functions, supporting technologies, as well as an understanding of implementation.

Training Objectives

  • Introduction to continual service improvement
  • Principles of continual service improvement
  • Scope, additional value, integration of CSI
  • Seven-step improvement process
  • ROI and cost-effectiveness
  • Technology, implementation, challenges
  • Critical success factors and risks

Training Preconditions

Participants of this seminar need the ITIL® Foundation Certificate Edition 2011

Target group

  • Participants with the ITIL® V3 (or Edition 2011) foundation certificate and who want to consolidate the approaches of service management best practice.
  • Participants working towards a deeper understanding of continual service improvement.
  • Participants looking to further their education up to ITIL® Expert or ITIL® Master.

Certificate

ITIL® Edition 2011 Continual Service Improvement, awarded by Peoplecert und Axelos

Documents

ITIL® Continual Service Improvement folder including:

  • Slide Show
  • Student Workbook
  • ITSM & CMDB overview poster
  • ITIL® Acronyms and Glossary

Book: ITIL® Continual Serviec Improvement Edition 2011 Core Book

Syllabus

ITIL® Glossary
Public

Public    ITIL® Continual Service Improvement Edition 2011

Start End Duration Location Language Price CHF Status
Start03.02.2020 End04.02.2020 Duration2 days Location LanguageDE Price CHF2'800.- StatusBook
Plus certification fee (optional) in the amount of 320.-
Inhouse

Inhouse

An internal seminar is possible, from at least six persons

Can be done with the following simulation programm:

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

back

ITIL® Managing Across the Lifecycle Edition 2011  [P-ITMLC4]

eLearningPublicInhouse

Course topic

Cooperation in service management is more effective when all participants have a clear understanding of the interaction of processes within the overall service lifecycle.

To ensure the flow of information across process- and organisational boundaries, it is useful to create a management information system and to implement the appropriate supporting technology.Without these kinds of tools, interaction between isolated areas can quickly degenerate into red tape, in particular when changes must be enforced.

This intermediate course is the final module leading up to the title of ‘ITIL® Expert in Service Management’ and conveys and tests the knowledge from all ITIL® service lifecycle books. The seminar focuses on business, management and the monitoring of objectives, processes, functions and activities, as well as on interactions between processes and the service lifecycle phases.

Training Objectives

  • Key concepts of service lifecycle
  • Communication and stakeholder management
  • Integration of service management processes throughout the lifecycle
  • Piloting of services along the lifecycle
  • Governance and organisation
  • Measurement
  • Implementation and improvement of service management competencies

Training Preconditions

Participants of this seminar need at least 17 credit points. This is equivalent to:

  • ITIL® Edition 2011 Foundation (2 points)
  • ITIL® Edition 2011 Service Strategy (3 points)
  • ITIL® Edition 2011 Service Design (3 points)
  • ITIL®Edition 2011 Service Transition (3 points)
  • ITIL® Edition 2011 Service Operation (3 points)
  • ITIL® Edition 2011 Continual Service Improvement (3 points)

Target group

  • Individuals who have acquired all five ITIL Intermediate Lifecycle certificates (total of 17 credits) and want to further their education up to ITIL® Expert or ITIL® Master, as well as participants working towards a deeper understanding of the levels of business and management.

Certificate

ITIL® Edition 2011 Managing across the Liecycle, and

ITIL® Edition 2011 Expert, awarded by Peoplecert und Axelos

Documents

ITIL® Managing across the Lifecycle folder including:

  • Slide show
  • Student Workbook
  • ITSM & CMDB overview poster
  • ITIL® Acronyms and Glossar

Book: ITIL® Planning to Implement Service Management from Axelos

Syllabus

ITIL® Glossary

Inhouse

Inhouse

An internal seminar is possible, from at least six persons

Can be done with the following simulation programm:

Contact

Early birds rebate

If you book your course more than 4 months in advance you will get a rebate of 10% on the course fee.

Volume discount

Motivate your colleagues. Already with 3 people in the same course and simultaneous registration we grant interesting discounts on the course fees:

  • 3 persons on the same course date 10%
  • 4 persons on the same course date 15%
  • 5 persons on the same course date 20%

The discounts are not cumulative - it is always the highest that counts.


Queries about this seminar or a request for proposal for an in-house seminar:
academy@glenfis.ch

back
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