Estubizi Business Center, Jakarta Selatan | 12-14 Mei 2012 | 08.30 – 16.30 WIB | Rp 4.250.000,-


Descriptions :

This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.


The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organizations.

  • To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
  • To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination


  •  The course is assignment based, with practical coursework. It is based upon the
  • OGC’s ITIL Books:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement.
  • There is particular importance placed on developing an underlying service culture within the IT organization.

Segment 1:

Introduction to Service Management: The importance of Service Management

  • Definition of a Service and Service Management
  • The need for a service culture
  • Service Management as a practice

Segment 2:

The Service Lifecycle : The objectives and business value for each phase of the lifecycle. The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:

  • Service Strategy
  • Service Design
  •  Service Transition
  • Service Operation
  • Continual Service Improvement

Segment 3:

Key Principles and models of ITSM : Key Principles and models of ITSM:

  • The types of service provider
  • The five major aspects of Service Design
  • The service V model
  • The Continual Service Improvement model

Segment 4:

The Processes and Functions: Define the characteristics of a process

  • The objectives, business value, basic concepts, roles and interfaces of:
  1. Service Portfolio Management
  2.  Service Level Management
  3.  Incident Management
  4. Change Management
  •  The objectives and basic concepts of:
  1. Demand Management
  2. Financial Management
  3. Service Catalogue Management
  4. Availability Management
  5.  Capacity Management
  6. Supplier Management
  7.  Information Security Management
  8.  IT Service Continuity Management
  9. Service Asset and Configuration Management
  10. Release and Deployment Management
  11.  Event Management
  12. Problem Management
  13. Request Fulfillment
  14.  Access Management
  15.  The 7 step improvement process
  16.  Explanation of the functions:
  17. Service Desk, Application Management, Operations
  18. Management, Technical
  19. Management
  • Organization structure and key roles
  1. Using the RACI model
  2.  Technology and Architecture
  3.  Generic requirement for an integrated set of ITSM technology

Segment 5: Documentation

  • Comprehensive course documentation is provided

Segment 6: Cases: ITIL  cases


  • Managers involved and related in the IT operations
  • IT staff and executives involved in risk management and  business process improvement
  • Information technology professionals involved in projects that are concerned, in part, with the automation of business processesIT Managers and Practitioners involved in the strategy, design, and implementation and ongoing delivery of business-used IT services and who require an insight into Service Management best practice

Instructor :
DR.IR.Fauzi Hasan, MM, MBA, PMP, CISA, CISSP, SSCP, CISM, CGEIT, CPRC, CSCP, APICS, Cert. , ITIL Expert, Change Management (APMG), Prince2


  • 12-14 Mei 2012
  • Pukul : 08.30 – 16.30 WIB


Estubizi Business Center,
Setiabudi Building 2 Lantai 1
Jl.HR.Rasuna Said ,Kuningan, Jakarta Selatan


  • Rp 4.250.000,-
  • Peserta Non-Residential.
  • Sudah termasuk Meeting Package, Training Kits, Modul Pelatihan dan Sertifikat.

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