Archives des Intermediate - Dawan.training

Project management in project management (MOA)

Goals

- Knowing how to identify and organize the tasks related to the project management

- Pilot an IT project in collaboration with the project management

Program

Introduction

Project management: definition, actors / roles, typology
Project management approach depending on the type of project Project management
tasks: from specification to assessment
Project contracting: project management (MOA) – project management ( MOE)
Documentation: specifications, project charter, project plan Project
management techniques, PMI standards, PRINCE2, … Feasibility study: study of the existing, identification of the need, definition of means

Contractual aspect

Specifications and intermediate deliverables (QAP, external specifications, acceptance plan)
Intermediate validations and relationships between deliverables: specifications / QAP, specifications / external specifications, specifications / acceptance plan, QAP / external specifications, QAP / recipe plan, external specifications / recipe plan
Assessment of responses to various types of consultation

Design of the specifications

Needs analysis: methods and techniques, mock-up and validation
Translation of the activity into functional business objects
Design of scenarios relating to techniques
Analyze the impact of the scenarios selected
Identify the necessary means: calls for tenders, services of a software package,. ..
Evaluate a scenario: utility / cost ratio
Use of a common language
Management of the documentary aspect
Establishment of structures (logical plan)
Retain the relevant content, ensure its accuracy, verify its completeness and scalability
Request additional services (functional acceptance work, training, user guide, etc.)

Project planning and monitoring

Content management: breakdown, process
Deadline management: definition of activities, estimation of resources, programming and optimization
Human resources management
Project
monitoring Communication management: committees, communication plan, meetings

Implementation of tests

Functional tests:
– Presentation
– Techniques
– Implementation

Validation tests:
– Presentation, architecture
– Test process: definition, design

Quality management

Quality plan: planning, implementation
Quality control: implementation, costs
Monitoring tools and techniques: Control chart, Pareto chart, Ishikawa

Validation: process and organization

Overview of validation procedures
Organization of validation tests
Tools available: tests, capture
Functional recipe: methodology, receipt of deliverables

Change management

Support for change, user awareness
Reference documents, user training
Support

Duration

3 days

Price

£ 1388

Audience

Project managers, assistants, correspondents

Prerequisites

None

Reference

GES595-F

Sessions

IT contracts

Goals

- Acquire good practices for negotiating and drafting IT contracts

Program

Introduction

Definition of the context, objectives and expression of needs Associated
contractual and operational documents: call for tenders, specifications, …
Supplier selection process
Roles and responsibilities of consultants (project management assistants, …)
Negotiation and competitive
bidding techniques Preliminary contracts and preamble of the future contract

Drafting of the contract

Contract architecture:
– Single contract / framework contract and application contracts
– Co-contracting / subcontracting
– Project management / project management
– Outsourcing (offshore, etc.)
General composition, headings (technical, legal, financial )
Parts of the contract: powers, representation, third parties (subcontractors, beneficiaries, etc.)
Legal framework: law of the contract, social and fiscal implications
Role of the preamble, object of the contract and scope of the project
Determination of the price, duration of the contract (principles, timetable: penalty / penalty)
Ideas received on the obligation of result / obligation of means
Problem of intellectual property rights (copyright, patents, etc.)
Legal and contractual guarantees
Traps relating to limits of liability

Legal follow-up and breach of contract

Management of the execution of the contract (budget, schedule or scope)
Impact of the decisions of the operational committees, anticipations
Resolution, termination, expiration
Positioning in a crisis
Management of disputes, litigation

Case study 1: Integration services

Working methods : fixed price / management
Duration / Calendar
Collaboration of the client’s staff
Receipt methods
Definition of responsibilities

Case study 2: Provision of software package

Specific
sections License constraints: perpetual, multi-year, free, …
Contractual rights / limits of use
Role of maintenance in relation to guarantees
Traps to avoid: publisher’s sustainability, integrator / publisher links …
Supply of the software through a service (Software as a Service)

Case study 3: Outsourcing

Types of outsourcing (infrastructures, applications, BPO, …)
New contractual arrangements possible (multisourcing, …)
Transition and transfer of personnel
Reversibility
Service Level Agreement

Duration

2 days

Price

£ 2138

Audience

Project owners, contractors, commercial and legal consultants

Prerequisites

None

Reference

GES311-F

Sessions

Java EE Architect: Architecture

Goals

- Know the concepts necessary for the implementation of a robust architecture of a Java EE project

Program

Understand the architecture of a Java EE application

Architecture of a Java EE application, panorama of technologies
Design models: classic approaches vs agile methods
Service-oriented approach
Prototyping
Technical architecture, frameworks
Packaging and deployment of a Java EE application

Workshop: Multiple examples of application architecture

Building the presentation layer

Thick client with JavaFx or Swing Thin
client (web):
– Basic components: Servlet, JSP
– Main MVC frameworks: JSF, Spring MVC, Struts
– Web portals: Jahia, JBoss Portal, Liferay
– Rich frameworks: GWT, Wicket

Workshop: overview of frameworks and benchmark

Implement the business layer

POJO, JavaBeans and
EJB class libraries : Session, MDB and remote method call
Web Services: SOAP vs REST

Workshop: Application distributed with EJB, Java APIs for Web Services implementation

Set up the persistence layer

Core API: JDBC
Frameworks ORM (Object Relational Mapping): JPA
EJB Entity implementations

Workshop: Presentation of the JPA API and object query languages

Operate a Java EE application

Deploying a thick client application with Java Web Start
Main Java EE application servers, benchmark
Security considerations and available APIs
Java EE connectors

Workshop: integration of a Java EE application into the information system

Duration

2 days

Price

£ 1650

Audience

Project managers, MOA, Developers

Prerequisites

Good notions of Java developments

Reference

GES100272-F

Sessions

.Net Project Manager

Goals

- Know the concepts necessary for the management of a .Net project

Program

Understand the lifecycle of a .Net project

Architecture of a .Net application, panorama of technologies
Design models: classic approaches vs agile methods
Actors of a .Net project
Contractual aspects and documentation

Workshop: Multiple examples of application architecture

Collect the needs

Conduct of a specification meeting
Presentation of the methods of gathering needs Use
cases and requirements
User stories
Estimates: load and influencing factors
Tools

Workshop: Writing user stories and use cases

Choose the architecture

Service-oriented approach
Prototyping
Technical architecture, frameworks
MDA (Model Driven Architecture) approach, tools

Workshop: Choice of an architecture, UML diagrams, code generation

Plan and manage the project

Project plan
Detailed planning
Project management, monitoring and EVM indicators
Quality management, piloting by tests
Tools

Workshop: Planning and piloting a project: classic / agile method

Set up the tools

Development environment
Build tools, package management
SCM (Source Content Management) tools: SVN, TFS
Continuous integration
Deployment and testing

Workshop: Setting up the necessary tools for a .Net project

Duration

3 days

Price

£ 1586

Audience

Project managers, MOA, Developers

Prerequisites

Project management concepts

Reference

GES888-F

Sessions

Java EE Architect: Project management + Architecture

Goals

- Know the concepts necessary to manage a Java EE project

Program

Understand the lifecycle of a Java EE project

Architecture of a Java EE application, panorama of technologies
Design models: classic approaches vs agile methods
Actors of a Java EE project
Contractual aspects and documentation

Workshop: Multiple examples of application architecture

Collect the needs

Conduct of a specification meeting
Presentation of the methods for collecting needs Use
cases and requirements
User stories
Estimates: load and influencing factors
Tools

Workshop: Writing user stories and use cases

Choose the architecture

Service-oriented approach
Prototyping
Technical architecture, frameworks
MDA (Model Driven Architecture) approach, tools

Workshop: Choice of an architecture, UML diagrams, code generation

Plan and manage the project

Project plan
Detailed planning
Project management, monitoring and EVM indicators
Quality management, piloting by tests
Tools

Workshop: Planning and piloting a project: classic / agile method

Set up the tools

Development environment, plugins
Build tools, dependency management: Ant / Ivy, Maven
SCM (Source Content Management) tools: SVN, Git
Continuous integration
Deployment and testing

Workshop: Setting up the necessary tools for a Java EE project

Building the presentation layer

Workshop: overview of frameworks and benchmark

Implement the business layer

POJO, JavaBeans and
EJB class libraries : Session, MDB and remote method call
Web Services: SOAP vs REST

Workshop: Application distributed with EJB, Java APIs for Web Services implementation

Set up the persistence layer

Core API: JDBC
Frameworks ORM (Object Relational Mapping): JPA
EJB Entity implementations

Workshop: Presentation of the JPA API and object query languages

Operate a Java EE application

Deploying a thick client application with Java Web Start
Main Java EE application servers, benchmark
Security considerations and available APIs
Java EE connectors

Workshop: integration of a Java EE application into the information system

Duration

5 days

Price

£ 2978

Audience

Project managers, MOA, Developers

Prerequisites

Project management concepts

Reference

GES100273-F

Sessions

Very warm welcome, very good coffee. Very complete courses and supports, adapted to my needs, and reusable. Very rich training. Trainer: Pedagogue and patient.

Third Party Application Maintenance (TMA)

Goals

- Learn to control processes and manage a TMA activity

- Carry out TMA operations by a third party

- Manage quality of service

- Discover TMA tools

- Control costs

Program

Discover the operational process of a TMA

Types of TMA (preventive, curative, progressive) and their issues: the service center
Types of TMA services and their issues
TMA’s target objectives of a portfolio of applications

Transfer an application (operationalization)

The right time to change: critical points to watch
Application documentation
Quality of application development
Organization of skills transfer

Establish a release schedule, a roadmap

Frequency of releases: technical or business parameters to be taken into account
Critical points and pitfalls to avoid

Manage requests

Functional specifications: methods of describing needs
Optimization of requests according to their nature

Manage evolutions

The provisional roadmap
Responsibilities of the MOA and the MOE
Organization and treatment of unforeseen requests

Evaluate the load and the budget

Costing of requests
Planning, allocation and monitoring of time spent
Overview of monitoring tools

Understand development standards

Development standards
Specificities of ERP TMA

Set up tests

Organization of a test phase
Types of tests: unitary, integration
Specific procedures for non-regression tests
The Third Application Recipe (TRA)

Master the user acceptance process (MOA and MOE)

Acceptance process: scenario
Management of anomalies.

Put in production and operate the application

Delivery: process, best practices
Multiple version management
Definitive shutdown of an application in TMA: business, contractual and technical aspects.

Understanding the reversibility of a TMA

Pitfalls observed: recovery of the application, transfer of knowledge, return of documents, technical environment
Operational precautions
Respective responsibilities
Reversibility plan: content, updating during the service

Master the support processes of a TMA

Quality plan: content, compliance with contractual clauses
Cross-functional activities: document and configuration
management Change management with regard to all stakeholders
Communication to users User
training User
support and the limits of their support

Organize a TMA team (Client / Provider)

Skills required from pre-sales to production
Roles and responsibilities of actors in a TMA activity:
– RACI matrix
– Relations between actors (MOA, MOE, client, project manager, Help Desk, etc.)
Platform and tools by TMA: infrastructures, environments

Manage the governance of a TMA activity

Specificities of an ERP TMA
Location of services: Onshore, nearshore, offshore
Steering bodies: designation, dashboards, traceability
Monitoring of a TMA contract: relations, switched, alerts
Competition between service providers: benchmarking, setting in competition

Manage costs

Profitability of a TMA operation and cost optimization
Pooling of technical
resources Human resources management: overload, underload.
Financial management and taxation

Learn good practices and pitfalls to avoid

Mapping and scope of TMA services
Feedback from offshore operations
Management of calls for tenders
Bill of charges for a TMA service
SLA indicators (Service Level Agreement) and monitoring
Standard TMA contract: clauses, preliminary riders
Planning type of a TMA implementation project

Duration

2 days

Price

£ 2138

Audience

IT directors, project managers. Anyone related to TMA

Prerequisites

Basic knowledge of software maintenance issues

Reference

GES100742-F

Sessions

CMMI: Awareness

Goals

- Prepare to pass the ITIL Service Strategy (SS) certification exam

- Analyze the principles, techniques and relationships to create an SS

- Identify the purpose, scope and objectives of each SS process

- Assess governance IT to strategize and leverage governance frameworks and organizations

Program

Introduction: basic concept of a maturity model

– Introduction
– Project performance factors
– Field of application of CMMI
– Basic concept of a maturity model
– Focus on processes
– Representation of processes
– Management of a process
– Mature organization, Immature organization
– Presentation of » a maturity model
– Objectives of using a maturity model
– Presentation of other progression models

General presentation of CMMI

– CMMI terminology
– History of CMMI
– Staged representation
– Continuous representation
– Structure of the CMMI model
– The components of the model
– Process domains
– Generic practices
– Specific practices

Presentation of the maturity levels of the model

– The components of the model

Level 2
– The objectives of level 2
– Requirements management (REQM): objectives, good practices and exercise
– Project planning (PP): objectives, good practices and exercise – Project monitoring
and management (PMC): objectives, good practices and exercise
– Management of contracts with suppliers (SAM): objectives and good practices
– Measurement and Analysis (M&A): objectives, good practices and exercise
– Process and product quality assurance (PPQA): objectives, good practices and MCQ
– Management of configuration (CM): objectives and best practices

Complements
– Levels 3, 4 and 5
– Generic objectives
– Process area
– Issues / costs / benefits for a management

The progress of a "CMMI project"

– The SEI improvement model
– Example of an improvement cycle
– The evaluation
– The principles of the evaluation
– The evidence for the evaluation
– The planning and the preparation
– The documentary and evidence review
– The week d » evaluation
– Example of feedback from an evaluation
– Managing the improvement project
– Conditions for success

Duration

1 day

Price

£ 1622

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101220-F

Sessions

Estimating costs and deadlines for IT projects

Goals

- Master the different methods of estimating the charges / deadlines and costs of an IT project

Program

Estimate based on need

Needs shared with principals
Contracting needs
Iterative process
Scope of an estimate

Discover the methods of estimating loads

Overview of the different approaches: expert judgment (Delphi), planning Poker, estimation by analogy, Parkinson’s law
Estimates from charts by technology
Strengths and weaknesses of parametric or algorithmic models
Bottom-up approaches and top-down
Estimates in number of Ideal Days

Workshop: multiple examples of estimation: planning poker, parkinson’s law

Use point-based methods

IFPUG Function Points
– Project size measurement, rules
– Strengths, limitations
– Estimation process
– Variants: COSMIC, Mark II, Feature Point
Use Case Points
– Definition and measurement of size, weaknesses
– Use Case Points vs other
Story Points
methods – Agile methods and the concept of Story Points for estimating effort
– Estimation process

Workshop: Measures of project size, effort / functionality risks

Learn the Cocomo Method (Barry Boehm)

Cocomo I: origins, principles and assumptions of the method
– Models for calculating loads and times
– Development modes: organic, median, nested
– Precision of the model, comparison
– Distribution of loads and times by phase and by
Cocomo activity II: early estimation model
– Scale, cost and adjustment factors –
Post-architecture estimation model
– Corrective factors
Load / delay relationship: Saphir, Boehm, McDonnell equations
Confrontation with the constraints of availability of resources

Workshop: Study of estimation models

Estimate the maintenance load

Identification of services: corrections, user assistance or impact studies
Basis for quantifying the size of the application to be maintained
Assessment of aspects of application complexity
Quality assessment (ISO-9126) and impact on workloads

Use estimation tools

Panorama of market tools and reference bases
Capture and analyze measurements
Calibrate estimation models
Interest and limits of the ISBSG reference base in Function Points

Workshop: use of estimation tools

Synthesis

Estimation procedures
Group animation methods vs estimation methods
Reliability of estimation mechanisms
Complementarity of the different methods
Positioning of an estimation method in a project cycle

Duration

2 days

Price

£ 1264

Audience

Project managers, developers, prime contractor or client

Prerequisites

Knowledge of IT project management

Reference

GES844-F

Sessions

Project management in project management

Goals

- Organize the conduct of the realization of an IT project

Program

Introduction

Project management: definition, actors / roles, typology
Project management approach depending on the type of project Project management
tasks
Client / project manager relationship (MOA / MOE)

Contractual aspect

Specifications and intermediate deliverables (QAP, external specifications, acceptance plan)
Intermediate validations and relationships between deliverables: specifications / QAP, specifications / external specifications, specifications / acceptance plan, QAP / external specifications, QAP / acceptance plan, external specifications / acceptance plan
Management of project documentation

Analyse of needs

Analysis methods and techniques: RUP, …
Architecture of the realization
Functional validation, tests Control of the perimeter

Project planning and monitoring

Content management: breakdown, process
Deadline management: activities, estimation / allocation of resources, programming and optimization
Cost
management Human resources management
Project
monitoring Communication management: committees, communication plan, meetings
Quality management: PAQ, followed

Tests, Validation

Validation process
Functional tests and validation tests Functional
acceptance: methodology, organization of delivery of deliverables
Documentation of deliverables, user training

Duration

2 days

Price

£ 2138

Audience

Project managers, assistants, project correspondents

Prerequisites

None

Reference

GES596-F

Sessions

Java EE Architect: Project management

Goals

- Know the concepts necessary for the management of a JEE project

Program

Understand the lifecycle of a Java EE project

Architecture of a Java EE application, panorama of technologies
Design models: classic approaches vs agile methods
Actors of a Java EE project
Contractual aspects and documentation

Workshop: Multiple examples of application architecture

Collect the needs

Conduct of a specification meeting
Presentation of the methods for collecting needs Use
cases and requirements
User stories
Estimates: load and influencing factors
Tools

Workshop: Writing user stories and use cases

Choose the architecture

Service-oriented approach
Prototyping
Technical architecture, frameworks
MDA (Model Driven Architecture) approach, tools

Workshop: Choice of an architecture, UML diagrams, code generation

Plan and manage the project

Project plan
Detailed planning
Project management, monitoring and EVM indicators
Quality management, piloting by tests
Tools

Workshop: Planning and piloting a project: classic / agile method

Set up the tools

Development environment, plugins
Build tools, dependency management: Ant / Ivy, Maven
SCM (Source Content Management) tools: SVN, Git
Continuous integration
Deployment and testing

Workshop: Setting up the necessary tools for a Java EE project

Duration

3 days

Price

£ 1864

Audience

Project managers, MOA, Developers

Prerequisites

Project management concepts

Reference

GES887-F

Sessions

Very warm welcome, very good coffee. Very complete courses and supports, adapted to my needs, and reusable. Very rich training. Trainer: Pedagogue and patient.

Webmarketing project manager

Goals

- Be able to establish a complete specification for a website project

- Set up campaigns and action plans and know how to plan and budget them

Program

Digital project management

History and culture of the Internet
Project management
Brief and feasibility of the project
The actors and their roles
Project management tools
Gantt ms project
Monitoring tools
Role and missions of the webmarketing manager.

Deliverable workshop: planning

The fundamentals

Organize monitoring
Behaviors and attitudes of Internet users.
Law: know the protections and responsibilities of all digital players
GDPR

Web technologies

Initiation html 5 / css 3
Programming
Server
Cms
Framework
Mobile application (webapp, pwa)

Ux design & ergonomics

Web & mobile
ergonomics Webdesign Web site ergonomics: checklist of best practices.

Deliverable workshop: ergonomic models + creative brief

Acquisition levers

SEO
SEA: google ads
Marketplace, Dropshipping
Affiliation
E-mailing
Promotional techniques on the web: games, contests.
Social networks and ads
ASO
SMS

Deliverable workshop: audience creation strategy + media budget.

Deliverable workshop: week recommendation

Content creation

Writing for the web
Brand content
Picture marketing
Video strategy -> youtube

Workshop. Deliverable: content strategy + editorial planning

Pilot a redesign of a website

Conversion measurement & optimization

Web analytics: Google Analytics and other tools
Conversion optimization
The
A / B Tag Management Test

Specifications

Carrying out an economic watch,
Studying the competition
Analyzing the quality of the sites
Gathering the needs
Establishing specifications for an e-commerce site

Workshop Deliverable: specifications and specifications.

Duration

5 days

Price

£ 2138

Audience

Webmarketer, communication manager, social networks

Prerequisites

Have knowledge of web marketing

Reference

GES100733-F

Sessions

CMMI for services

Goals

Program

Introduction

– Course objectives and organization
– Presentations

Process excellence and CMMI for services

– What is the CMMI?
– What is the CMMI for services?
– What is a service?
– CMMI Constellations – CMMI
Content for Services
– Some Common Questions About a Service
– Exercise: Eileen Resort

Define, establish and provide the service

– Service Delivery (SD)
– Requirements Management (REQM)
– Work Planning (WP)
– Service System Development (SSD)
– Exercise: Service Improvement

Monitor and control service and business products

– Capacity and availability management (CAM)
– Work monitoring and control (WMC)
– Configuration management (CM)

Institutionalization

– Institutionalization
– Generic objectives and practices

Ensuring the success of the service mission

– Incident resolution and prevention (IRP)
– Risk management (RSKM)
– Service continuity (SCON)
– Exercise: recall a fact

Make work processes explicit and measurable

– Measurement and Analysis (MA)
– Exercise: implications for measuring your improvement goals

Create a culture to support service excellence

– Process and product quality assurance (PPQA)
– Definition of the organizational process (OPD)
– Integrated work management (IWM)
– Organizational training (OT)
– Focus on the organizational process (OPF)
– Exercise: Q&A cards
– Exercise: evaluation of scenarios

Manage decisions, suppliers and standard services

– Management of supplier agreements (SAM)
– Analysis and decision making (DAR)
– Service strategy management (STSM)

Make work processes explicit and measurable

– Organizational Process Performance (OPP)
– Quantitative Work Management (QWM)
– Causal Analysis and Resolution (CAR)
– Organizational Performance Management (OPM)

Evaluations and representations

– Why performances?
– Staged representation
– Continuous representation
– Skill and maturity levels
– Assessments: SCAMPI
– Exercise: Drawing the model

Organizational culture and mechanisms for change

– Improvement cycle: IDEAL
– Improvement infrastructure
– Successful change
– Exercise: Name the process area

What are you going to do now?

– Sources of information on CMMI
– Next steps
– Course evaluation

Duration

3 days

Price

£ 1622

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101222-F

Sessions

Additional for CMMI for services

Goals

Program

Introduction

– Course objectives and organization
– Presentations

Overview of CMMI for services

– What is the CMMI?
– What is the CMMI for services?
– What is a service?
– CMMI constellations – CMMI
content for services
– Exercise: Common process areas in the service context

CMMI specific content for services

– CMMI-specific elements for services in common process areas
– Service Delivery (SD)
– Service System Transition (SST)
– Incident Resolution and Prevention (IRP)
– Capacity and Availability Management ( CAM)
–
Service continuity (CAM) – Strategic service management (STSM)
– Service system development (SSD)
– Relations between process areas
– Exercise: assessment of scenarios

summary

– Process areas by maturity level and category
– Sources of information on CMMI
– Course evaluation

Duration

1 day

Price

£ 1622

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101223-F

Sessions

ITIL Lifecycle: Service Operation Certification (SO)

Goals

Program

Introduction and overview

Service operations and the ITIL cycle
– Principles and objectives
– Common functions and activities
– How service operations create value for the businesses

Reconcile conflicting objectives
– Perception of the business from an internal and external point of view
– Stability or reactivity?
– Quality of service and cost of service
– Reactive activities, proactive activities

Fundamental processes of service operation

Basic policies, principles and concepts
– Purpose and objectives
– Business value
– Activities, methods and process techniques
– Triggers, inputs, outputs and interfaces
– Challenges and risks

Main ITIL processes within service operations
– Event management: active and passive monitoring
– Fast restoration of a service through incident management
– Execution of requests
– Access
management – Problem management through analysis from the root cause

Current service operations

– Monitoring and control of IT operations
– Detecting the status of services and CIs
– Taking appropriate corrective measures
– Transition to the management and use of the control station (console): a central point of coordination allowing control and management services

Infrastructure
Management – Management of central server and network systems, storage and databases, directory and support services, facilities and data center
– Improve operational activities Operational
aspects of owned processes in other phases of the life cycle – Change, configuration and production launch
– Availability
– Capacity
– Continuity of services

Organize the operation of services

Associate functions with activities
– Roles and responsibilities
– Understand the business context
Structure of service operations – Service
desk
– Technical management – Management of IT operations, applications Key functions of the service center
– Records incidents and requests
– Immediate research and diagnosis
– Manage the life cycle of incidents and requests
– Inform users Service center structure – Local or central?
– The virtual service center
– “Follow the sun” type operation

Technology issues

– Specifications in terms of technology, tools and expertise
– Define architectural standards
– Participation in the design and construction of new services and operational practices
– Contribution to projects concerning service design, service transition and continuous improvement of services
– Evaluate change requests
– Reconcile technology and organizational situation

Implementation difficulties and risks

– Management of changes in service
operations – Service operations and project management
– Assess and manage risks
– Operational staff in design and transition
– Plan and implement service management technologies, identify key success factors and their contribution to the operation of services

Duration

3 days

Price

£ 2352

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101212-F

Sessions

ITIL Lifecycle: Service Transition Certification (ST)

Goals

Program

ITIL Service Transition: Introduction and Overview

Purpose and objectives
Link the transition of services to the other stages of the ITIL life cycle
Transition of services and creation of value for the businesses
Principles of the transition of services: the concept of service and the role of utilities and guarantees

Key Principles of Service Transition

Establish a formal policy and a common structure for the implementation of all required changes
Support knowledge transfer, decision support and reuse of processes, systems and other elements
Anticipate and manage changes in leadership
Transition specifications of services throughout the lifecycle
Optimize the performance of the service transition and the typical metric that can be used

Fundamental Service Transition Processes

Change
management – Controlled change management with minimal disruption
– Standardized methods for rapid and efficient change management
– Business risk optimization

Asset management and service configuration
– Identify control and count assets and CIs
– Record changes in the configuration management system

Knowledge management
– Facilitate informed decision making with a service knowledge management system (SKMS)
– The Data-Information-Knowledge-Wisdom structure

Release and Deployment Management
– Assemble and position all aspects of production services
– Establish efficient use of new or changed services
– Optimize speed, risk, cost for change delivery
– Others considerations
– Planning and transition support
– Validation and testing of services: the V-model of services
– Evaluate performance against expectations

Managing people throughout the service transition

Contribution to service transition activities: nature, purpose and value
Communication and engagement management, organizational and stakeholder changes
The role and requirements of service transition in other ITIL processes Organize service transition
Roles and responsibilities
Apply the transition of services in various circumstances
Identify the organizational context

Technology issues

Define tool and technology
requirements Analyze technology requirements for service transition elements
Support service transition through technology
Integrate service transition into full life cycle
Bring technology and organizational situation closer

Implement and improve the transition of services

Implement service transition in a virtual or cloud environment
Service transition challenges
Identify Key Success Factors (CSFs) and risks that affect the viability of new or changed services
Define CSFs and Key Performance Indicators ( KPI)
Evaluate the benefits and risks for new or changed services
Incorporate external factors into the analysis

Preparation and passage of certification

Duration

3 days

Price

£ 1908

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101211-F

Sessions

Specifications writing

Goals

- Acquire the fundamental concepts to write quality specifications

Program

Introduction

Presentation, scope, objectives and constraints
Types of specifications
Actors concerned by the specifications: project owner, project manager, pilots, users, experts
Content of specifications: headings, clauses (technical / legal), context, description, actors …

Project management strategy

Approach adapted according to the type of project
Life cycle of a project
Positioning of the specifications in relation to the life cycle of projects
Roles and responsibilities
Validation and decisions

Design of the specifications

Practical workshop: translating a need for a project manager – Determining criteria and metric quality factors

Contractual aspect

Case study n ° 1: specifications for the development of a software

Global approach: study of the existing, description of the context, data, functions and technical and software architecture
Factors and quality criteria of the final product: definition, measurements
Representation techniques: analysis methods Merise, OSSAD, and process modeling (UML, IDEFO)
Writing techniques, tools

Case study 2: software package specifications

Specifications for the choice
Headings and composition
Assessment criteria
Integration specifications

Panorama of other types of specifications

Specifications for a web solution: specific sections and actors Specifications
for assistance with project management:
– Assistance in drawing up specifications
– Assistance with functional acceptance
– Assistance with user training

Duration

2 days

Price

£ 2138

Audience

Analysts, clients, writers

Prerequisites

None

Reference

GES310-F

Sessions

ITIL Lifecycle: Continuous Service Improvement Certification (CSI)

Goals

Program

Introduction and overview

– Purpose and objectives of the CSI
– Integrate CSI into organizational processes
– How CSI creates business value
The CSI approach
– Asking the right business questions to ensure that the CSI initiative is guaranteed
– Illustrate interfaces with other stages of the ITIL lifecycle

Principles of continuous service improvement

Establish accounting
– Define unambiguous ownership and roles
– Support application of CSI with CSI registry
– CSI and service level management Provide adequate governance
– Knowledge management is a key element in any initiative improvement
– Implement and enforce CSI with the Deming cycle
– Service measures
– Ensure effective governance with CSI
– Support CSI with frameworks, models, standards and quality systems

The seven-step improvement process

Determine what to measure
– Define what you need to measure: metrics that fully support your business goals
– Define what you can measure
– Conduct analysis to identify what is or can be measured today and what what is actually required Collect the data
– Analyze data for an end-to-end perspective of services and / or process performance
– Analyze data, objectives achieved, trends in progress, corrective actions required, cost of such an intervention
– Presentation and use of information
– Implementation of corrective actions
– Integrating CSI into other phases of the life cycle

Methods and techniques

Activities allowing continuous improvement of services
– Gap analysis
– Benchmarking
– Design and analysis of service measurement frameworks
– Create a return on investment
Production of service reports Key
metrics
– Technological metrics – Process metrics (CSFs and KPIs )
– Service measures
– Undertake a SWOT analysis
– Measure the benefits in relation to the business
Support the activities of CSI
– Management of availability, capacity, continuity of IT services, knowledge issues

Organization and technological considerations

– Define roles and responsibilities: service owner, process owner, process owner, process practitioner
– Choose organizational structures that promote CSI
– Define tool requirements for successful implementation
– Automated resolution incidents and problems
– Statistical analysis tools and business intelligence and reporting

Implementation of continuous improvement of services

Key considerations
– Knowing where to start
– Establishing the role of governance
– Determining the effects of change in the business
– Developing a communication strategy and plan
Implementation challenges and risks
– Establishing key success factors and key performance indicators (KPI)
– Develop risk-benefit analyzes for the adoption of continuous improvement of services

Duration

3 days

Price

£ 1622

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101213-F

Sessions

ITIL Capability: Operational Support and Analysis (OSA) Certification

Goals

Program

Introduction and overview

– Service management as a practice
– The value proposition of services
– The role of operational support and analysis processes in the life cycle
– Contribution of operational support and analysis to the life cycle

Fundamental processes of service operation

Event management
– Purpose, goals and objectives of event management
– Explain the triggers, inputs, outputs and interfaces of the process
– Use key success factors to verify effectiveness and efficiency
– Use management tools active and passive monitoring

Incident
management – Incident life cycle management
– Identify the methods and techniques of process activities and their relationship to the service life cycle
– Interaction with design services
– Contribution of incident management to management informations

Execution of requests
– Scope of the processes
– The policies, principles and concept of the request model
– Management of service requests from users
– How key performance indicators can verify the effectiveness of the execution process requests

Problem management
– The objectives of the problem management process
– Management of the problem life cycle
– Added value to the business and to the service life cycle
– Identify triggers, inputs and outputs to other processes
– Analyze the key performance factors to verify effectiveness

Access management
– Policies, principles and basic concepts
– Access management vs information management
– Security and availability management policies
– Difficulties and key success factors
– Checking effectiveness and efficiency

Services Center

– Define the objectives of the service center
– Organizational structures and staff composition
– Offer a single point of contact
– Measure of effectiveness and efficiency
– Influence of the service center on the customer’s perception
– Reasons and options for the » outsourcing of the service center

Functions of service operations

Functions of technical management, IT operations and application management Contribution of functions to operational support and analysis Identify roles / distinguish the objectives of each function Analyze the activities of functions

Technological considerations

– Generic technology requirements – Technology
assessment criteria and tools for process implementation
– Planning and implementation of service management technologies
– Assess and manage project risks and staff assignment for implementation processes
– Identify the key success factors and risks associated with the implementation of practices and processes

Implementation considerations

– Examine aspects of the implementation of service operations and project management
– Assess and manage the risk of service operations
– Considerations for personnel working in the design and transition of services
– Plan and implement GS technologies

Duration

5 days

Price

£ 2352

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101215-F

Sessions

ITIL Lifecycle: Service Design Certification (SD)

Goals

Program

ITIL Service Design: Introduction and Overview

Purpose and objectives
Scope Get it right the
first time
Design new and changed services
How service design creates business value

Key principles of ITIL service design

Five aspects of service design

Design service solutions, support systems and the service portfolio
Technological architectures, design processes and aspects
Measures, methods and metrics
Service-oriented architecture principles

Holistic approach to service design

Design activities and their constraints
The importance of a balanced design
Service requirements, business requirements and influencing factors

The four Ps of design

People
Products
Processes
Partners

Service design process

Management of the service catalog

Provide a central source of information on the IT services offered to the business by the service provider
Ensure that the business can have an accurate and consistent picture of the services available, including details and status

Service level management

Negotiate, agree and document appropriate IT targets in the company
Monitoring and reporting on service quality against established service level

Capacity management

Match IT capabilities to established business requirements
Capacity management: appropriate resources, time and cost

Availability management

Ensure availability goals are measured and met and remain profitable
Integrate availability into design

IT service continuity management

Maintain ongoing restoration capabilities to meet established needs, requirements and deadlines
Develop a service continuity and restoration plan
Progressive alignment of projects to business needs

Core Service Design Activities

Technology-related activities

Requirements engineering: types of requirements, activities and techniques
Data and information
management Application management techniques
Examine service design requirements

Balance between existing design strategies

Ensure the inclusion of governance and security controls
Assemble the service design package
Production, maintenance and review of all services, design, processes and documents
Liaison with other design and planning activities
Alignment with strategies of the IT services department

Organize service design

Appropriate roles within service design process
Functional analysis of roles and use of the
RACI responsibility matrix Define service design responsibilities
Alignment of information security to enterprise
security Supplier management to ensure quality service and the best value for money

Design of services and technologies

Technology considerations for service design
Tools that benefit service design Requirements for service design

Difficulties, risks of implementation

Six-phase implementation approach

Duration

2 days

Price

£ 2767

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101210-F

Sessions

ITIL Capability: Production, control and validation certification (RCV)

Goals

Program

Putting into production, control and validation ITIL: Introduction and overview

– Explore the purpose and objectives of the service transition
– The scope of the service transition phase in relation to the production, control and validation processes
– Develop an effective service transition strategy
– The approach and best practices in planning and coordinating service transition activities

Fundamental production, control and validation (RCV) processes

Change management
– Purpose, goals and objectives
– Apply changes with a minimum of interruptions and extra work
– Business, technical and financial aspects
– Make a successful service transition
– Activities, methods and techniques
– Post-implementation reviews implemented
– Key metrics to assess success

Service asset and configuration management (SACM) – Business value of the SACM process
– Activities, methods and techniques
– Contribute to the efficient execution of the SACM process using a configuration management system (CMS)
– Describe the tools , the business model and deliverables to perform each key activity
– Effectively measure SACM processes with metrics
– Daily configuration management activities

Service and Test Validation (SVT)
– How SVTs create business value
– Identify how policies can encourage and sustain the execution of the SVT process
– Triggers, inputs, outputs and interfaces
– Acquire the Appropriate test data
– Produce quality service deliverables using test levels and test models, measure the SVT process in terms of contribution to business value

Management of releases and deployments – Analyze the release of services
– Plan, schedule and control the release
– Identify clear planning conditions, including pass / fail criteria
– Illustrate the main activities and how for which they are linked to production, control and validation
– The key phases to carry out the transfer
– Define measures for the quality of the processes

Execution of requests and evaluation of services

Analyze the processing of service requests
– Execution of requests to establish a self
– help service practice – Identify the differences between execution of requests and incident management

Assessment of services against target performance in a context of change

– Achieve the performance of service levels defined in advance
– Voluntary and unintended effects of the change
– Evaluate the forecast performance and the actual performance of a service

Knowledge management (KM)

– The business value of the KM process
– Identify what constitutes an effective KM strategy
– Analyze the elementary levels of the KM concept through the DIKW structure
– Describe the key steps of effective data and information management

Roles and responsibilities

– Management of changes in service assets and configurations, production and deployment
– Execution of requests and evaluation of changes

Technology and implementation

– Technology as part of service management implementation
– Evaluation criteria for service management tools
– Good practices with service design

Duration

5 days

Price

£ 2352

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101216-F

Sessions

ITIL Lifecycle: Service Strategy Certification (SS)

Goals

Program

Introduction to the ITIL Intermediate (SS) Services Strategy

Fundamental concepts:
– Service strategy objectives
– Scope of service strategy and value for the business Service

strategy and ITIL life cycle:
– Strategy concepts and practices applied to service management and IT
– The context of service strategy in relation to the design, transition, operation and continuous improvement of services
– Explore perspectives, plans, positions and strategic patterns

Principles of the ITIL services strategy

Decision of a service strategy
Definition of services
Basic approach to decide on a strategy

The Four Elements of Service Strategy
– Perspective
– Position
– Plan
– Diagram

Opposing strategy and dynamics
– Exploit the combined use of utility and collateral
– Definition and creation of value
– Assets: service asset, client asset and strategic asset
– Choose service providers

Satisfy business results
– Outperform competitors
– Service economy and sourcing strategies
– Inputs and outputs for strategy within the service lifecycle

Service Strategy Process

Create effective service strategies
Integrate the five service strategy processes into the lifecycle
Creating value for the business
Strategy execution

Strategy and Financial Management for IT Services
– Objectives
-Describe process activities

Service Portfolio Management
– Identify activities, methods and process techniques and apply value to the business

Demand
management – Demand management
strategies – Strategies for defining behavior, segmenting and packaging services
– Customer demand and outcomes

Business relationship management
– Distinguish between triggers, inputs, outputs and interferences
– Key success factors and KPIs
– Challenges and risks

Analyze IT governance

What is IT governance?
– How the strategy relates to governance
– Set up a strategy
– Use the governance body and frameworks to define a strategy

Implement governance
– Evaluate, direct, monitor
– Produce a governance framework
– Distinguish between governance bodies

Technological considerations

Organize for service strategy
– Identify organizational development
– Apply organizational departmentalization
– Decide on organizational design Service

technology and strategy
– Automate services
– Analyze and produce service interfaces

Implement the service strategy

Develop implementation strategies that follow a lifecycle approach
Implementation throughout the lifecycle
Follow a lifecycle approach

Key success factors and risks

Provide advice and guidance on challenges, risks and key strategic success factors

Duration

3 days

Price

£ 1908

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101207-F

Sessions

ITIL Capability: Planning, Protection and Optimization (PPO) Certification

Goals

Program

Introduction and overview

– Planning, protection and optimization in the context of the service lifecycle
– Optimization of services – Fundamentals of service
design
– The role of design coordination within planning, protection and optimization

Capacity management

Basic concepts
– Purpose, goals and objectives of capacity management
– Methods and techniques
– Policies, principles and basic concepts of capacity management

Capacity management activities
– Using capacity management to contribute to quality assurance
– Capacity management information system
– Respecting cost and time constraints

Availability management

Scope of availability management – Purpose and objectives
– Availability management in relation to planning, protection and optimization
– Enabling availability management through methods and techniques
– How is availability management availability creates business value

Concepts and activities
– Triggers, entry and exit to other processes
– Establish metrics to ensure the success of the process
– Demonstrate the effectiveness and efficiency of successful availability management

IT service continuity management

Continuity management to generate business value – Illustrate main activities
– Initiation
– Requirements and strategies
– Implementation
– Continuous operation

Main activities
– Policies and principles
– Ensuring quality assurance during the introduction of IT service continuity services
– Risk management
– Planning for restorations
– Policies and principles
– Difficulties and key success factors

Information security management

– Analysis of the contribution of information security management to the quality assurance of new services
– How information security creates business value
– Align IT security with business security

Key activities for the implementation of information security management
– Methods and techniques
– Ensuring confidentiality, integrity and availability
– Key metrics to measure success
– Risks of security management information

Demand management

– Service strategy and demand management
– Capacity / demand coupling
– Scope and objectives

Identify patterns of demand management
– Activities, methods and techniques
– Influence customer requests
– Manage service request
– Demand management techniques

Roles and responsibilities

– Define the key roles for the execution of each phase of the process
– Process manager and process practitioner
– Management of the capacity, availability and continuity of IT services and information security

Technology and implementation

– Generic requirements and evaluation criteria
– Functions and functionalities related to planning, protection and optimization, good implementation practices
– Considerations for the planning and implementation of service management technologies

Duration

5 days

Price

£ 2352

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101217-F

Sessions

ITIL Capability: Certification Service Offerings and Agreements (SOA)

Goals

Program

Introduction and overview

– The context in the service life cycle of the tendering and service agreement processes
– Strategy management for IT services
– Design coordination

Service portfolio and service catalog management

Principles of service portfolio management
– Relationship between service catalog and service pipeline
– Think strategically
– Succeed in capturing the customer’s attention
– Design the service portfolio
– Allocation of resources
– Combine business and IT services

Include the service catalog in the service portfolio
– Purpose, goals and objectives
– Technical service catalogs and business catalogs
– Enumeration of operating services
– Use metrics and key success factors
– Create a service catalog

Service level management

Objectives of service level management
– Meaning of service level management
– How service level management creates value for the business
– Analysis and explanation of the scope of the process
– Policies, principles and basic concepts of service level management

The service level management process
– How process activities relate to the service life cycle
– Negotiation of service level agreements (SLAs)
– Deliverables, roles and responsibilities
– SLAs, operational level agreements (OLA) and review meetings
– Service improvement plans – Monitor service performance against SLAs

Demand and supplier management

– Management of demand based on activities and business activity profiles
– Manage capacity to optimize value
– Identify business activity profiles
– Associate demand management with the portfolio of services
– Analysis of the use of the process supplier management
– Process, scope and objectives
– Evaluate new suppliers
– Categorization of suppliers and maintenance of the supplier and contract database
– Ensure supplier performance
– Administration and management of contracts

Financial management for IT services

Contribution of financial management to the lifecycle of services
– Management of financial considerations
– Scope, purpose and objectives of the process
– Basic concepts: financing, accounting and invoicing

Principles of financial management
– Value for the business
– Create a business case
– Apply information management
– Produce and disseminate information
– Manage difficulties and risks

Business relationship management (BRM)

Aim, objectives and scope of the BRM
– Activities, methods and process techniques
– Triggers, inputs, outputs and interfaces
– Key success factors and key performance indicators

Roles and responsibilities

– Management of the service portfolio, the service catalog, service levels
– Supplier manager

Technology and implementation

– The implementation of technology is part of service management
– Specific technological functions related to service offers and agreements

Duration

5 days

Price

£ 2352

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101218-F

Sessions

ITIL v3: Foundation

Goals

- Understand the role of ITIL and its main concepts as part of a more general approach to piloting IT and IS in the company

- Going from an IS strategy to a service strategy

- Show the role of ITIL in the continuous improvement of the IT service vis-à-vis users and customers (Upgrade from V2 to V3)

Program

Introduction

Presentation of ITIL
Presentation of the training

Governance issue of information systems

Principles
Example in a local authority
Role of the service strategy

Service strategies

IT context of the company
IT contributions
Good practices

Presentation of ITIL

History
Principles of the approach
The processes
The organization
The function and the role
Service life cycle
Key players in the IT service

Architecture of the ITIL repository and the main concepts

Objectives of the collection of « Best practices »
The ITIL documentary repository
The stages of an ITIL project and the founding concepts

Positioning in relation to other standards of good practice

The architecture of the repositories of good practices
Complementarity ITIL and COBIT (Governance of IS)

Implementation of ITIL

IT service management principles and practices Service
strategy phase
Mission, utility and guarantee
Resources and skills
Business opportunity
Risks and governance
Strategy definition
process
Process activities Process and role of the manager

Implementation of ITIL service management

Key to the implementation of ITIL
Steps types of implementation
Conditions for success: communication

Duration

3 days

Price

£ 1908

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have minimal knowledge in IT, development, systems administration

Reference

GES314-F

Presentation of the study of functions and processes

Service Lifecycle Service
Strategy Service
Design Service
Transition Service
Operation
Continuous Service Improvement Service
Functions

Roles and functions

Roles matrix (RACI)
Key roles
Service function / process relationship

Support Service

Service center
Concepts and functions: from call center to service center
Activities
Architecture
Tools
Staff
Indicators

Management of the service catalog

Business and technical services
Customer interfaces and support

Daily management operations (Service operation phase)

Event management
Process overview
Objectives and activities
Roles of operators and operations manager
Links with incident management, points of vigilance
Access management
Security and availability procedures
Identity, rights and privilege management
Roles of the service center and of the access manager
Relations with the service center and security policy
Execution of requests
Requests, access requests, complaints
Registration, processing and closure
Roles of the service center and the request manager
Catalog of requests, self-help )
Incident management
Overview of the process
Overview of the main activities of detection to the closing
state services and Coding incidents
Compliance with service levels and reporting activities
Problem Management
Overview of the process
reactive and proactive activities

Managing service assets and configurations

Typology: components, databases and data flows, equipment, etc.
CMDB model and level of granularity
Configuration management system (CMS)
Activities and actors
Vigilance points and risks

Management of business requests

Business activity diagram
Missions and objectives
Production and consumption mechanism

Service Delivery

Management of service levels
Synoptic and interweaving of service contracts (SLR, SLA, OLA, UC)
Objectives and activities
Role of the manager and customer relationship representative
Issues, benefits and implementation difficulties

Financial management of IT services

ROI, TCO, cost, price and billing of a service
Recurring activities, service activities

Capacity management

Scope of the process
Iterative activities; specific activities
Benefits and points of vigilance

Availability management

Availability measurement: availability rate, average recovery time, resilience
Availability management system (AMIS)
Benefits and points of vigilance

Continuity management

Terminology and objectives
Activities and actors
Benefits and points of vigilance

IT service security management

Confidentiality, integrity, authenticity, non-repudiation
Information security management system (ISMS)
Activities and actors
Risks and issues

ITIL AND QUALITY: A framework for CONTINUOUS IMPROVEMENT

Interfaces of ITIL with other standard IT repositories: Cobit, CMMI, ISO,…
Software life cycle and ITIL best practices
Challenges and benefits:
– More useful, more efficient and less expensive IT
– Precise terminology shared between all

Service design phase

Service life cycle
Collection of customer requirements
Definition of the solution
Tools
Processes
Service measurement indicators

Management of suppliers

Typology and service contracts
Management methods
Stakes in supplier management
Role of actors: purchasing, legal, manager

Service transition phase

Objectives and process

Management of deployments and production
Goals and terminology Release
policy
Environments: development, approval, production
Actors and points of vigilance

Change management

Definition and objectives
Characteristics: normal, standard, urgent
Description of the process
Actors, escalation process and points of vigilance
Measurement indicators

Knowledge management

From data to knowledge
Components of the Service Knowledge Management System (SKMS)
Objectives, activities and points of vigilance

Continuous improvement phase

Integration into the service life cycle
Presentation of the concept: Deming wheel
Objectives and activities
The 7 stages of continuous improvement

Service portfolio management

Content
Missions and activities

Preparation and passage of certification

Sessions

ITIL: MALC certification – Management throughout the life cycle

Goals

Program

Introduction and overview

Service operations and the ITIL cycle
– Principles and objectives
– Common functions and activities
– How service operations create value for the businesses

Fundamental processes of service operation

Current service operations

Monitoring and control of IT operations
– Detect the status of services and CIs
– Take appropriate corrective measures
– Transition to the management and use of the control station (console): a central point of coordination allowing the control and management of services

Infrastructure
Management – Management of central server and network systems, storage and databases, directory and support services, facilities and data center
– Improve operational activities

Operational aspects of processes belonging to other phases of the life cycle
– Change, configuration and release
– Availability
– Capacity
– Continuity of services

Organize the operation of services

Associate functions with activities
– Roles and responsibilities
– Understand the business context

Structure of service operations
– Service center
– Technical
management – Management of IT operations, applications

Key Service Desk Functions
– Records incidents and queries
– Immediate
investigation and diagnosis – Manage incident and query lifecycle
– Notify users

Structure of the service center
– Local or central?
– The virtual service center
– “Follow the sun” type operation

Technology issues

Implementation difficulties and risks

Duration

5 days

Price

£ 2352

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have taken the ITIL Foundation course or equivalent concepts

Reference

GES101219-F

Sessions

ITIL 4: Foundation

Goals

- Understand the role of ITIL and its main concepts as part of a more general approach to piloting IT and IS in the company

- Going from an IS strategy to a service strategy

- Show the role of ITIL in the continuous improvement of the IT service towards users and customers

- Know the concepts and key elements of ITIL 4

Program

Introduction

Presentation of the training
Presentation of ITIL 4 Foundation
Course objectives

ITIL Service Management Concepts and Standards

Service management
The service
The value of the service
The organization of the service
The service offers
The relations between the service and between the stakeholders

Workshop: Define the activities of a company as a service

The guiding principles of service management

The value
The existing
Iteration
The collaboration
The holistic approach
The pragmastism
The optimization
The mutual influence between the guiding principles

The four dimensions of service management

Organizations and People
Staffing and skills required
Partners and Suppliers
Value Streams and Process

Workshop: Identify and document a company’s services under each of the four headings

Elements of the service value system (SVS)

Opportunity or demand and value
Guiding principles
Continuous improvement
Governance
Practices

Services value chain activities

Plan
Engage
Design / Transiction
Obtain / Build
Provide / Support
Improvement
Value streams

ITIL 4 management practices

General management
practices Service management
practices Technical management practices

Workshop: Relationships and interactions between service management practices

The amelioration keeps going

The principles
The seven-step model
Improving the SVS service value chain

Preparation and passage of certification

Duration

3 days

Price

£ 1908

Audience

IT directors, managers, system administrators, developers, all those concerned by IS

Prerequisites

Have minimal knowledge in IT, development, systems administration

Reference

GES101037-F

Sessions

COBIT5: Foundation + Implementation (Combined)

Goals

- First of all: – Mastering the architecture of the COBIT5 repository – Knowing the business benefits of using COBIT5 – Knowing how COBIT5 facilitates governance and management of IT in a global way for the company – Know the 5 key principles of governance and management of enterprise IT – Know the 7 key enablers of COBIT5 – Know how the 37 COBIT5 processes and the Process Reference Model (PRM) support the principles and enablers of governance and IT management – Understand the principles of COBIT5 implementation – Understand the principles of the new process evaluation model (PAM) – Take the COBIT5 Foundation exam. Then, secondly:

Program

Introduction

Overview and key characteristics of COBIT5
The reasons for the development of COBIT and its evolutions
The drivers for the development of the repository
The benefits of using COBIT5
Architecture of the
COBIT5 repository and the other repositories

The 5 principles of COBIT5

Principle 1 – Satisfy the needs of stakeholders
Principle 2 – Cover the company from start to finish
Principle 3 – Apply a single frame of reference
Principle 4 – Facilitate the overview
Principle 5 – Separate governance from management

9. The 7 facilitators:

Facilitator 1 – Principles, Policies and Frameworks
Facilitator 2 –
Facilitator Process 3 – Organizational structures
Facilitator 4 – Culture, Ethics and
Facilitator Behavior 5 – Information
Facilitator 6 – Services, Infrastructure and Applications
Facilitator 7 – People, skills and abilities

Introduction to the implementation of COBIT5

The lifecycle approach

The components of the life cycle
Understanding of the internal and external factors of the company
The key factors of successful implementation
The 7 phases of the model in the life cycle
The 7 characteristics of change facilitation used in the life cycle
Relationship with the cycle of life in continuous improvement
Realization of the business case

The Process Capabilities Assessment Model (PAM)

What is process evaluation?
COBIT Assessment Program,
Difference Between Ability Model and Maturity Model.
Differences between COBIT 4.1 CMM and COBIT 5 PAM
The Process Reference Model (PRM)
Preparation for the exam « COBIT5 Foundation »,
Taking the exam « COBIT5 Foundation ».

The first steps in the implementation - Getting started

Creation of the necessary environment,
Reminder of the lifecycle of the continuous improvement model
Sensitive points and triggering events
Stakeholder involvement
Key success factors

Phase 1: Program initialization

Phases 2 and 3: Problems and opportunities

Phases 4 and 5: Planning and execution

Phases 6 and 7: Realization of benefits

Preparation for the “COBIT5 Implementation”

exam Taking the “COBIT5 Implementation” exam

Duration

5 days

Price

£ 3212

Audience

Company executives, business and IT managers, IS / IT internal auditors, IT production or security managers, any IT professional wishing to deepen their knowledge of IT governance and management

Prerequisites

It is strongly recommended that participants make the following books their own and do a first reading before the start of the training: COBIT5 – A Business Framework for the Governance and Management of Enterprise IT, The Process Capability Supplementary Guide

Reference

GES100564-F

Sessions

Klaxoon – Module 2 : Use all group activities

Goals

- Make the most of the Boards

- Know all the activities of the Klaxoon

Program

Create more complete Boards

Organize ideas: colors, categories, dimensions, etc.
Attach ideas to each other
Sort ideas using Smart zones
Use Patterns
Import external content

Schedule and participate in activities

Create a Quiz or Poll
Organize a presentation using the Capsules
Offer an Adventure to a team
Define a Mission
Take notes during an activity

Duration

0.25 day

Price

£ 225

Audience

Everyone

Prerequisites

Have followed « Klaxoon – Module 1 » or have equivalent knowledge

Reference

BUR101326-F

Sessions

Klaxoon – Module 1 : Creating group workspaces

Goals

- Understand how Klaxoon works

- Know how to work in a group

- Organize meetings

Program

Understand the organization of Klaxoon

Use the Studio to access its content
Create work groups via Networks
Communicate within a Network via Articles

Create visual workspaces: Boards

Create a Board via a template
Navigate within a Board
Insert and organize ideas
Quickly find an idea
Facilitate a Board

Organize a Meeting

Create and configure a Meeting
Define the activities of a Meeting
Lead or participate in a Meeting
Consult the statistics

Duration

0.25 day

Price

£ 225

Audience

Everyone

Prerequisites

None

Reference

BUR101325-F

Sessions

COBIT5: Implementation

Goals

Program

Introduction

Architecture of the
COBIT5 repository and other repositories

The first steps in the implementation - Getting started

Creation of the necessary environment,
Reminder of the lifecycle of the continuous improvement model
Sensitive points and triggering events
Stakeholder involvement
Key success factors

Phase 1: Program initialization

Phases 2 and 3: Problems and opportunities

Phases 4 and 5: Planning and execution

Phases 6 and 7: Realization of benefits

Preparation for the “COBIT5 Implementation”

exam Taking the “COBIT5 Implementation” exam

Duration

2 days

Price

£ 1575

Audience

Company executives, business and IT managers, IS / IT internal auditors, IT production or security managers, any IT professional wishing to deepen their knowledge of IT governance and management

Prerequisites

Reference

GES100567-F

Sessions

Power BI : Desktop

Goals

None

Program

Power BI desktop overview

Power BI desktop and Power BI online
Presentation and role of Power BI desktop
Description of the interface and the different modules

Import and data

Use flat files as data sources (Excel, CSV, Text)
Use a relational database as source
Configure and choose the data to import

Manage data with the query editor

Clean and transform data
Rotate, un-rotate and transpose a table
Split and merge a column

Use the data model

Define relationships between tables
Use DAX functions
Design measures

Design presentations

Create reports, pages, dashboards
Display data in Table, Matrix, Map and charts
Insert visual elements

Workshop: Import data and build a dashboard

Duration

0.25 day

Price

£ 225

Audience

Office 365 Users

Prerequisites

None

Reference

BUR101246-F

Sessions

PowerMap and PowerView

Goals

None

Program

PowerMap overview

Presentation and role of PowerMap
Conditions of use of PowerMap
Description of the interface

Using PowerMap

Create a map
Change the appearance of the map
Add a layer and scene

Use data geographically and temporally

Insert the data in the map
Define the type of data presentation
Configure the time delay

Data presentation

Manage labels for other windows
Use a guided tour
Extract the result in image or video

Power View overview

Presentation of the tool
Description of the interface
Conditions of use of Power View

Use Power View

Insert a simple or crosstab table
Insert a Chart or a Segment
Format the presentation

Workshop: Presenting data geographically

Duration

0.25 day

Price

£ 225

Audience

Office 365 Users

Prerequisites

None

Reference

BUR101245-F

Sessions

Power Query

Goals

None

Program

Power Query overview

The role of Power Query
Principle and mechanism of Power Query
Overview of the query editor

Load a data source

Retrieving data from the same file
Excel and Text Sources
Importing from an Access database

Use the Power Query editor

Clean Up Transform Data
Change Data Types
Add a Simple Calculation Column

Rebuild an array

Rotate, un-rotate and transpose a table
Data aggregation
Combine several queries

Restore the data

Create a table from Power Query
Use the Query tab
Create a pivot table

Workshop: import and transform data from external sources

Duration

0.25 day

Price

£ 225

Audience

Office 365 Users

Prerequisites

None

Reference

BUR101244-F

Sessions

Power Pivot

Goals

None

Program

Power Pivot overview

Benefits and Features
Data to Use with Power Pivot
Using Power Pivot Manager

The source of data imported into the Power Pivot interface

Data recovery from the same file
Import from single file sources (Excel, text, etc.)
Import from an Access database

Use Power Pivot tools

Understanding views
Hide data in client tools
Generate a date table

Data processing in Power pivot

Use the Relation tool
Clean and format data
Design calculated fields and use DAX functions

Restore the data

Create pivot tables connected to Power Pivot Use
the Pivot table tools specific to Power Pivot
Create measures

Lab: Generate Pivot Tables with PowerPivot from External Sources

Duration

0.25 day

Price

£ 225

Audience

Office 365 Users

Prerequisites

None

Reference

BUR101243-F

Sessions

Skype for Business

Goals

- Interaction with collaborators

- Remote sharing of presentations

- Use of instant messaging and audio and video conversations

- Carrying out Conf Call meetings

Program

Discover the environment and the interface

Discovery of Skype
Presentation of the environment
The notion of availability
Main parameters

Manage contacts

Groups and contacts
Adding contacts
Using search

Schedule meetings

Schedule a Conference
Configure Conferences
Project an Unscheduled Conference
Use Case

Make a videoconference

Audio and video calls
Instant messaging
Record a call
Share content

Duration

0.25 day

Price

£ 225

Audience

Everyone

Prerequisites

Knowledge of Office office tools

Reference

BUR100877-F

Sessions

COBIT5: Foundation

Goals

- Master the architecture of the COBIT5 repository

- Know the business benefits of using COBIT5

- Know how COBIT5 facilitates governance and management of IT in a global manner for the company

- Know the 5 key principles of corporate IT governance and management

- Know the 7 key COBIT5 facilitators

- Know how the 37 COBIT5 processes and the Process Reference Model (PRM) support the principles and facilitators of IT governance and management

- Understand the principles of COBIT5 implementation

- Understand the principles of the new process evaluation model (PAM).

Program

Introduction

The 5 principles of COBIT5

Principle 1 – Meet the needs of stakeholders,
Principle 2 – Cover the business from start to finish,
Principle 3 – Apply a single frame of reference,
Principle 4 – Facilitate the overview,
Principle 5 – Separate governance from management

The 7 facilitators:

Introduction to the implementation of COBIT5

The lifecycle approach
The components of the lifecycle
Understanding the internal and external factors of the company
The key factors for successful implementation
The 7 phases of the lifecycle model
The 7 change facilitation characteristics used in the lifecycle
Relation to the lifecycle in continuous improvement.
Realization of the business case

The Process Capabilities Assessment Model (PAM)

Duration

3 days

Price

£ 2106

Audience

Business leaders, business and IT managers, IS / IT internal auditors, IT production or security managers, any IT professional wishing to appropriate the basics of IT governance and management d’Ets or seeking to become a COBIT “Implementer” or “Assessor”

Prerequisites

It is strongly recommended that participants make the following books their own and do a first reading before the course: COBIT 5 – A Business Framework for the Governance and Management of Enterprise IT, The Process Capability Supplementary Guide

Reference

GES100562-F

Sessions

To Do and Planner : Manage tasks and schedules

Goals

- Knowing how to manage the tasks to be performed with To Do and Planner

- Knowing the different options related to a task

- Creating and sharing schedules between employees

Program

Get started with Microsoft To Do

Navigate between your task lists
Consult your tasks for the day
Create a list and insert tasks
Group your task lists

Workshop: Create your task lists and group them

Manage your tasks

Mark a task as completed
Set a reminder on a task
Attach a file and insert notes in a task
Repeat a task

Take charge of Planner

Understand how it works
Create plans and insert tasks
Organize tasks into compartments
Add collaborators to the project
See tasks

Organize your tasks

Configure a task (priority, due date, progress, etc.)
Assign a task to a collaborator
Filter and group his tasks
Export a plan to Excel or Outlook

Workshop: Create a schedule linked to a project

Duration

0.25 day

Price

£ 225

Audience

Office 365 Users

Prerequisites

Have knowledge of the Office 365 environment

Reference

BUR100983-F

Sessions

COBIT: Introduction

Goals

- Raise awareness of IT governance principles, rely on a methodological repository

Program

Governance of information systems

Economic and financial origins of governance
Situation of GSI (IS Governance) with respect to corporate governance
Evolution of the IT (Information Technology) function and objectives of GSI

Presentation of the COBIT repository

History
Governance of information technologies and processes
Maturity model
Balanced scorecard
Complementarity with other standards: CMMI, ITIL,…
Perspectives: COBIT V4, ValIT

Principles for implementing the COBIT repository

Process approach
Target strategy and overall improvement
Planning and organization of the process
Support software

IT governance measurement tools

Rationalization of accounts and management tools
Dashboards (Balanced Scorecard)

Principles

Methodology

Steps

Benefits and objectives

Using dashboards

Business contribution

Financial profitability

User orientation

Operational performance

Duration

2 days

Price

£ 1255

Audience

Project manager, software architects, IS directors

Prerequisites

Information systems culture

Reference

GES100266-F

Sessions

Sway: Creating more complex Sway

Goals

- Use groups in a Sway

- Define templates

- Set up and share a Sway

Program

Reminders

Create a Sway and insert content
Customize the style of a Sway

Create presentation groups

Group its contents
Use specific groups (comparison, stack, etc.)
Reorganize the contents of a group

Workshop: Create a Sway with different groups of content

Use advanced features

Manage Sway Settings
Enable AutoPlay
Create Sway Templates
Share Your Sway

Workshop: Configure and distribute a Sway

Duration

0.25 day

Price

£ 2495

Audience

Office 365 users

Prerequisites

Have taken the first module on Sway or have equivalent knowledge

Reference

BUR100888-F

Sessions

Sway: Create your first Sway

Goals

- Understand the interest and function of Sway

- Know how to create a simple Sway and customize its style

Program

Get started with Microsoft Sway

Understand the principle of a Sway
Use Sway models
Organize your ideas

Create your Sway

Give a title, background and logo
Insert text or media content
Apply formatting
Change style

Workshop: Create and customize a Sway

Duration

0.25 day

Price

£ 2495

Audience

Office 365 users

Prerequisites

Have knowledge of the Office 365 environment

Reference

BUR100887-F

Sessions

Forms: Create questionnaires with conditions

Goals

- Know how to create a questionnaire

- Adapt questions to previous answers

- Create models and work with others

Program

Reminders

Create and complete a form
View the responses to a form

Manage your questionnaires

Create a questionnaire
Fill in the questions and create the answers
Define the correct answer and the points of the question

Use advanced features

Specific fields (Likert, Ranking, etc.)
Create branches in the questions / answers
Create a multilingual form / questionnaire
Create templates to reuse
Work with others on a questionnaire

Duration

0.25 day

Price

£ 2495

Audience

Office 365 users

Prerequisites

Have followed the first module on Forms or have equivalent knowledge

Reference

BUR100891-F

Sessions

Forms : Create forms

Goals

- Knowing how to create a form and send it

- Consult the responses of a form

Program

Get started with Microsoft Forms

Differences between form and questionnaire
Group forms

Create a form

Create and configure a form
Add form fields
Test the preview of a form (computer or mobile)
Choose a theme

Workshop: Create a registration form

Get answers

Share the form via a link
Embed your form on a website
Send by e-mail
Consult the answers
Export the answers in Excel

Workshop: Send a form and retrieve the answers in Excel

Duration

0.25 day

Price

£ 2495

Audience

Office 365 users

Prerequisites

Have knowledge of the Office 365 environment

Reference

BUR100890-F

Sessions

Outlook: Manage your address book and calendars

Goals

- Knowing how to organize your contacts

- Manage multiple calendars

- Enter your events in a calendar

Program

Manage your contacts

Create a contact list
Add contacts to a list
Insert contacts in an email
Manage contact groups

Manage your calendar and events

Handle a personal calendar and shared calendars
Create an appointment / a meeting
Implement a recurrence in an event

Duration

0.25 day

Price

£ 2495

Audience

Office 365 users

Prerequisites

Have knowledge of the Office 365 environment

Reference

BUR100893-F

Sessions

Urbanization and architecture of information systems

Goals

- Build a Structured IS in an increasingly heterogeneous and complex organizational, functional and technical environment

- Mix top-down approaches in an Agile context (Confront operational and strategic visions)

- Share a common visibility of the definition of a IS faced with a proliferation of concepts – Determine a target and a trajectory, based on a master plan

Program

1. Context and issues

1.1. The information system and the systemic approach
Definition of a system

– Business system: basic principles, structuring (model)
– IS visions: importance of the organization, top-down and bottom-up approaches
– Stages of realization of an IS

Practical exercise 1: illustration by example to determine the limits of a system

1.2. The methodological approach: IS urbanization phases Urbanization
process

– Missions of the IS architecture and urbanization pole
– IS urbanization index
– IS governance objectives

Practical exercise 2: assessment of the strengths and weaknesses of the IS
documentation and shared knowledge of the existing IS

2. Construction of the target urban plan

2.1. Objectives of the urbanization of the architecture of the IS

– The metaphor of the city, its application to the IS (Urbanization, master plan, division into zones, districts, blocks, blocks)
– The pace of innovation and technological entropy : existing development, target IS,
– The challenges of urbanization: integration, convergence towards the target IS
– Expectations of company departments: IS players and their missions
– Role of Information Systems Departments

Practical exercise no 3: illustration by the example: master plan and urbanization of the IS of a local authority

2.2. Tools of the urban planner

– Key concepts and vocabulary: POS, types of zones, division of a zone
– The rules of « good practice »: urbanization and interoperability,
– The tools of the urban planner: mapping software (table comparative, expected benefits, description (Mega architecture, Aris Process Platform,…), process modeling (Aris Business Architect, Mega Process,…)

2.3. Standards and best practices

– Analysis and management of IS in the company: (consistency, cohesion, flexibility, agility, breakability, stability, performance, etc.)
– Management approaches: COBIT, ITIL, CMMI, agile methods , UnifiedProcess, TOGAF; MDA
– Strategy and business objectives (model, business process)
– Prospects for IS town planning
– Business architecture issues

Practical exercise 4: Realization of a diagnostic grid of the existing in relation to best practices IS architecture

3. The IS architecture reference framework: strategic and business, functional, application, technical visions

3.1. Business and functional architecture

– Company strategy – Business
architecture
– Business system and process analysis
– BPM approach
– Functional view: the information system

Practical exercise no 5: Sketch of a target business / functional mapping in the customer context . Strengths and weaknesses assessment.

3.2. Application architecture

– Application view: the computer system
– Architecture styles
– Mastery of the concept of service
– Choice of application architecture
– Web server, CMS architecture
– Web services, content management

Practical exercise 6: Sketch of a target application mapping in the customer context. Strengths and weaknesses assessment.

3.3. Technical architecture

– Technical view: infrastructure mapping
– Technical view: equipment and network mapping
– Integration applications
– EAI
– ETL
– BI architecture
– ESB
– Cloud – Control of data management

Practical exercise 6: Sketch of a technical mapping target in the client context. Strengths and weaknesses assessment.

Duration

5 days

Price

£ 2957

Audience

IT Project Manager

Prerequisites

Management of IT projects

Reference

GES100240-F

Sessions

Outlook: Knowing how to organize your inbox

Goals

- Correctly organize your inbox

- Quickly find an email

- Send emails with PJ and signature

Program

Organize your inbox

Choose how to display your inbox
Reorganize your emails using sorting
Organize your emails using folders
Activate automatic sorting rules
Use search

Send e-mails

The different types of recipients
Reply / Forward an email
Insert an attachment / link to OneDrive
Configure their signature

Duration

0.25 day

Price

£ 2494

Audience

Office 365 users

Prerequisites

Have knowledge of the Office 365 environment

Reference

BUR100892-F

Sessions

PowerPoint : Facilitating a presentation

Goals

- Create animated presentations

Program

Host a presentation

Animating content

Personalizing your animation

Timing of animations (start, duration, delay)

Transitions between slides

Timing of transitions

Duration

0.25 day

Price

£ 2495

Audience

Office 365 users

Prerequisites

Basic PowerPoint knowledge

Reference

BUR100970-F

Sessions

ISO 27001

Goals

- To present all the ISO 27001 standards dealing with the security of the information system and its management

- Thanks to the systematic alternation of practical and theoretical phases, it allows to acquire the control of the implementation of the 27000 standards for adapt them to your context in a scope ranging from a sensitive IT project to the entire Information System Security

Program

Presentation of ISO 2700X standards

History of ISO
standards Current standards (ISO 27001, 27002, 27003, 27004 and 27005)
Reminders ISO 27000 terminology
Definitions: threat, vulnerability, protection
CAID classification (Confidentiality, Auditability, Integrity, Availability)
Description of the concept of ISMS (Information security management system)
Presentation of the PDCA model (Plan, Do, Check, Act)
Loss analysis. Trends. Stakes
Risk management (prevention, protection, risk transfer, outsourcing)
ISO’s contribution to regulatory frameworks
Links with COBIT, ITIL and CMMI within the framework of IS governance

The ISO 27001 audit framework

A / Description of the control points and technical elements of Annex A of ISO 27001
B / Presentation of the audit guidelines defined in ISO 19011
Continuous and complete process. Stages, priorities Audit
categories, organizational, technical …
Internal, external, third party audit, how to choose an auditor?
The ISO-type audit process, the key stages
The audit objectives, the quality of an audit
The improvement process (PDCA type) for the audit
The qualities of the auditors, their assessment
The organizational audit: process , methods
Comparative contributions, human implications

Contents of the ISMS documentary repository in accordance with ISO 27001

ISMS indicators and monitoring: controls and internal audit
Statement of ISO 27003 principles
Guide to implementing an ISMS and ISO 27004 Measurement
indicators
Physical measures: authentication, biometrics, office cleaning policy
Technical measures: digital authentication and access management, Firewall, PKI, VPN, Backup
Organizational measures: Development and management of the business continuity plan (BCP), PRA, change management
Key points of a certification audit

Presentation of the implementation project

From the definition, to the organization and to the implementation
Birth of the ISMS
Risk analysis and management
Presentation of the ISO 27005 approach
Operational implementation
Policies and processes supporting the Information Security Management system
Policies and practices ISMS
Committees
Incident
management Document management
Good legal practices
Application of a law, a rule of law, a court decision
Intellectual property of software, tort and contractual
liability Liability: criminal, managers, delegation of power, sanctions, LCEN law
Between ISO compliance and legal compliance

Preparation for the exam

Preparation for the « Lead Implementer » exam

Duration

5 days

Price

£ 2957

Audience

Project managers, Architects

Prerequisites

Have a minimum of second cycle initial training or justify a professional experience of at least 5 years in the field of computer security or ISO standards

Reference

GES100323-F

Sessions

PowerPoint : Create your presentation masks

Goals

- Know how to use slide masks

- Create your presentation templates

Program

Create slide templates

Show the slide
master Define the layout of a
master Change the theme and background
Create a master with layouts

Workshop: Create a slide master

Use PowerPoint templates

Consult the predefined templates
Save your presentation as a template
Create a presentation via a template

Workshop: Create your presentation model

Duration

0.25 day

Price

£ 2495

Audience

Office 365 users

Prerequisites

Have followed « PowerPoint: Create a first presentation » or have equivalent knowledge

Reference

BUR100928-F

Sessions

PowerPoint : Create a first presentation

Goals

- Use slide layouts

- Insert simple content and know how to organize it

- Retrieve a table or graph from Excel

Program

Know how to organize with PowerPoint

Understanding slide layouts
Reuse a layout from another presentation
Organize your slides with sections

Workshop: Create a typical presentation

Insert content on a slide

Use placeholders
Insert and
format text Add and format shapes
Import Excel content (tables or charts)

Workshop: Integrate content into your slides

Duration

0.25 day

Price

£ 2495

Audience

Office 365 users

Prerequisites

Have knowledge of the Office 365 environment

Reference

BUR100927-F

Sessions

DSI Evolution

Goals

- Organize the IT department to wait for performance requirements from the IS

- Evaluate the impacts of changes and implementation

Program

Learn about the roles and actors of the IT department

Benefits of IT investments
Role of CIOs: impact of the presence in CoDIR, management of innovations
Commitments of general management: impact on the value generated by IS
Perspectives

Understand the positioning of the IT department

Stakeholder needs
Maturity principle
ISD organizational models aligned with the strategy
IS process and risk management

Discover the governance tools

CobIT v5 governance framework: vectors, principles and levers
Barometers and indicators Service
governance (ITIL framework)

Manage resources

Expected skills
Capacity management
IS business repositories

Implementation of an efficient and innovative solution

IS performance: needs, key concepts
Performance practices at organizational level, SLA
Technological innovation: architecture, changes
Technical choice factors and good practices

Establish a budget, estimate

ROI models for projects and services
Balanced Scorecard (BSC)
Methods ABM, ABC, CIGREF approach

Drive change

Levers of change
Exploitation of resources and resistance Group
dynamics: process, support

Implement a new CIO

Issues and roadmap
Budgeting
Team building and project management
Reporting

Duration

2 days

Price

£ 1485

Audience

CIO, IT Managers

Prerequisites

SI knowledge

Reference

GES941-F

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Preparation and passage of certification

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Five aspects of service design

Holistic approach to service design

The four Ps of design

Management of the service catalog

Service level management

Capacity management

Availability management

IT service continuity management

Technology-related activities

Balance between existing design strategies

Organize service design

Design of services and technologies

Difficulties, risks of implementation

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Objectives and process

Definition and objectivesCharacteristics: normal, standard, urgentDescription of the processActors, escalation process and points of vigilanceMeasurement indicators

From data to knowledgeComponents of the Service Knowledge Management System (SKMS)Objectives, activities and points of vigilance

Integration into the service life cyclePresentation of the concept: Deming wheelObjectives and activitiesThe 7 stages of continuous improvement

ContentMissions and activities

Preparation and passage of certification

Sessions

Program

Sessions

Program

Preparation and passage of certification

Sessions

Program

Sessions

Program

Sessions

Program

Sessions

Program

Definition and objectives
Characteristics: normal, standard, urgent
Description of the process
Actors, escalation process and points of vigilance
Measurement indicators

From data to knowledge
Components of the Service Knowledge Management System (SKMS)
Objectives, activities and points of vigilance

Integration into the service life cycle
Presentation of the concept: Deming wheel
Objectives and activities
The 7 stages of continuous improvement

Content
Missions and activities