ITIL - Version 2: Providing High Quality Services to Users

A Course for Computer Experts

October 21-22, 2009, in Montreal (in French) January 27-28, 2010, in Montreal (in French) May 26-27, 2010, in Montreal (in French)

This document is also available in French in PDF format.

Main Objective: Two days to discover and learn about the principles of ITIL (the IT Infrastructure Library), a set of best practices which enable IT departments to achieve the highest possible levels of quality in the services they provide to users.

Who should attend: Those with a strong background in computer science (vice-presidents of information systems and technology, IT directors, managers of information systems, help desk managers, IT consultants…).

TOPICS COVERED

INTRODUCTION TO ITIL
THE ITIL REPOSITORY
STRATEGIC AND ORGANIZATIONAL PREREQUISITES
SERVICE SUPPORT
SERVICE DELIVERY
THE SERVICE DESK
IMPLEMENTING ITIL
THE STARTING POINT: IDENTIFYING INSTALLED SYSTEMS, THE ORGANIZATION, THE USERS AND THEIR NEEDS, AND THE COSTS
DEFINING THE OFFER OF SERVICES
DEFINING SLAS, OLAS AND ASSOCIATED PROCESSES
IMPLEMENTATION, TOOLS AND ORGANIZATION
CASE STUDIES

TI105 - 2 days

REGULAR FEE: $1045

DISCOUNTED FEE: $895

MONTREAL : October 21-22, 2009 (in French) / January 27-28, 2010 (in French) / May 26-27, 2010 (in French)

Accredited course.
12 PDU

Registration

Take advantage of our group discounts (To qualify, all members of a group must register at the same time for the same course.)

Enroll three people from your corporation in this course and benefit from a 10% discount.
Enroll five people from your corporation in this course and the sixth enrolment is free.

This course will be given in the Technologia offices in Montreal. The hours for this specific course are from 9:00 AM to 5:00 PM. Doors open and a continental breakfast is served at 8:30 AM. Lunch is included in the course fees. The presentation and course material are in French.