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ITIL v3 Expert
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owner:Thomas Seibert
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Certificate authority:APMG
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Contents:
The ITIL® expert supports the planning and introduction of IT-service management aligned to the business processes. Particularly with regard to modelling and optimization of operation processes and infrastructure the potential room for improvement will be identified and can be used.
tasks:
- optimize the organizational structure of IT companies
- process design for service management processes
- process reengineering for existing service management processes
- define the service catalogue for an IT service organization
- define sevice level agreememnts (SLA) for the IT services
- evaluate and introduce SM-tools to support the IT operation processes