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FOUNDAT I ONINFRASTRUCTURE L IBRARY
INFORMATION
TECHNOLOGY
I T I L V4
ITIL V4
FOUNDATION
DESCRIPCIÓN DEL PROGRAMA
Administ rar de manera correcta los serv ic ios de TI se ha
convert ido en pr ior idad para los negocios .
IT IL es parte de ITSM ( In format ion Technology Manage
Serv ices ) y nos a ayuda con mejores práct icas para
administ rar mejor los serv ic ios de TI y minimizar el
impacto en pos ib les fa l las de s i s tema y r iesgos en los
negocios .
En este curso aprenderás los fundamentos del Cic lo de
v ida según IT IL con ejemplos c laros de como apl icar los
en una empresa .
DIRIGIDO A
Toda persona que quiera invo lucrarse
en IT IL y quien gest ione serv ic io .
Para recert i f icarse en la nueva vers ión
o in ic iar desde 0
CONCEPTS OF SERVICE MANAGEMENT
Recal l the def in i t ion (serv ice , warranty , user . . . )
Key concepts of creat ing va lue with serv ices
Key concepts of serv ice re lat ionship (of fer ing , prov is ion . . . )
ADOPT AND ADAPT SERVICE MANAGEMENT
Nature , use and interact ion of the guid ing pr inc ip les
The use of the guid ing pr inc ip les
FOUR DIMENSIONS OF SERVICE MANAGEMENT
Organizat ions and people
In format ion and technology
Partners and suppl iers
Value st reams and processes
PURPOSE AND COMPONENTS OF THE IT IL SERVICE VALUE SYSTEM
The IT IL serv ice va lue system
FOUNDATION
ITIL V4
ACTIVIT IES OF THE SERVICE VALUE CHAIN , AND THE INTERCONNECT
Descr ibe the interconnected nature of the serv ice va lue chain
and how th is supports va lue st reams (Plan , Improve , Engage , Des ign &
t rans i t ion , Obtain /bui ld and Del iver & support )
T EMA S
THE PURPOSE AND KEY TERMS OF 15 IT IL PRACTICES
Cont inual improvement , Change contro l , Inc ident management ,
Problem management , Serv ice request management , Serv ice desk and
Serv ice leve l management
UNDERSTAND 7 IT IL PRACTICES
Recal l the purpose of the IT IL pract ices ( In format ion secur i ty
management , Relat ionship management , Suppl ier management , IT
asset management , Monitor ing and event management , Release
management , Serv ice conf igurat ion management , Deployment
management , Cont inual improvement , Change contro l , Inc ident
management , Problem management , Serv ice request management ,
Serv ice desk and Serv ice leve l management )
FOUNDATION
ITIL V4
MÁS INFORMACIÓN
T EMA S
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