Service Desk Institute – Edukacija i certifikacija pojedinaca 2016-11-14T11:35:19+00:00
Termini ITIL seminara, Zagreb

ITIL Service Transition 29-31.5.'17
ITIL Foundation 5-7.6/2017.
ITIL Service Design 6/2017.
ITIL PRACTITIONER 07/2017.
ITIL Foundation 09/2017
ITIL CSI 09/2017
ITIL Service Strategy 11/2017.
ITIL Expert - MALC 11/2017.
ITIL Service Operation 12/2017

Service Desk Institute – Edukacija i certifikacija pojedinaca

Edukacijski i certifikacijski program Service Desk Institute-a (SDI-a) dolazi iz prakse. Razvili su ga IT support profesionalci u cilju sistematizacije trenutne najbolje prakse u području Service Deska i IT supporta. Rezultat je međunarodno priznati certifikacijski program s dva edukacijska stupnja primjerena iskustvu te poziciji osobe u support organizaciji. Dva stupnja su poznata pod nazivima Service Desk Manager (SDM) i Service Desk Analyst (SDA).

SDI certifikacijski program

Service Desk Manager: za Service Desk ili IT Support voditelje i managere s najmanje 3 godine radnog iskustva u IT support/Service Desk okolini više…

Service Desk Analyst: za IT service desk profesionalce s najmanje 9 mjeseci iskustva više…

ITSM Simulacija

ITSM Simulacija – Simulacija je smještena u Service Desk fiktivne organizacije te na zabavan i upečatljiv način razvija svijest o bitnim elementima i temama u IT Service Management-u. Izvrsna Team building radionica može biti i alternativa ili uvod formalnijoj ITIL edukaciji. više…

Pick’n’Mix modularni kursevi

Dodatno, SDI nudi i Pick’n’Mix i Service and Support Skill module koji stavljaju naglasak na određene teme:

Presentation Skills

Assertiveness Skills

Personal Effectiveness

Problem Solving

Report Writing

Effective Meeting Skills

Dealing with Difficult Customers

Communication Skills

Service and Support Skills

Effective Telephone Skills

Service Level Agreement

Internal Service Account Management

Internal Marketing for IT

Coaching for Success

Naš Service Desk Institute Poster ( free download)

SDI ključnim pokazateljima uspjeha za IT support organizacije smatra:

  • vođenje (eng Leadership),

  • politika i strategija (eng. Policy and Strategy),

  • upravljanje zaposlenicima (eng. People Management),

  • partnerstva i resursi (eng. Partnerships & Resources),

  • procesi (eng. Processes),

  • zadovoljstvo zaposlenika (eng. People Satisfaction),

  • zadovoljstvo korisnika (eng. Customer Satisfaction),

  • društvena odgovornost (eng. Social Responsibility)

  • učinkovitost (eng. Performance Results).

Service Desk Institute – ponuda seminara i radionica

Jezici koje govorimo: hrvatski, engleski i njemački.

Za sve dodatne informacije, konaktirajte nas na

E-mail: info@itsm.hr.

Naša E-LEARNING ponuda!

COBIT 5 (e-learning):
COBIT 5 Foundation

TOGAF 9.1 seminari (e-learning):
Getting started with TOGAF 9.1 * TOGAF 9.1 Foundation (Level 1) * TOGAF 9.1 Certified (Level 2) * TOGAF 9.1 Certified (Level 1 and Level 2) * TOGAF 9.1 Certification (Level 1 and Level 2) and Implementation Suite

IT4IT seminari (e-learning):
IT4IT Foundation (Level 1)

Archimate 2.1 seminari (e-learning):
Archimate Certified

BPMN 2.0 seminari (e-learning):
BPMN 2.0 Foundation

LEAN seminari (e-learning):
Lean Foundation and Management Overview (Level 1) * Lean Master Belt Practitioner (Level 1 and 2)

SIX SIGMA seminari (e-learning):
Six Sigma Foundation Green Belt * Six Sigma Advanced

PRINCE 2 seminari (e-learning):
PRINCE 2 Foundation *PRINCE 2 Practitioner

SCRUM/AGILE seminari (e-learning):
Scrum Developer Certified (SDC) *Scrum Master Certified (SMC) * Scrum Product Owner Certified (SPOC) * Agile Expert Certified (AEC)

Information security (e-learning):
ISACA Certified Information Security Auditor (CISA) * ISACA Certified Information Security Manager (CISM)) * Systems Security Certified Profesional (SSCP) * Certified Information Systems Security Professional (CISSP) * Ethical Hacker v8 * Computer Hacking Forensic Investigator *Security Analyst/Licensed Penetration Tester * Network Security Administrator (ENSA)

RESILIA seminari (e-learning):
RESILIA Foundation *RESILIA Practitioner

CompTIA (e-learning):
CompTIA A+ * CompTIA Linux * CompTIA Network * CompTIA Security

PMP (e-learning):
PMP Certification Training * PMI Introduction * PMI Executive Strategy and Management * PMI Quality Management * PMI Risk Management * PMI Schedule and Cost Control * PMI Scope and Requirements * PMI Managing Project Teams * PMI Strategic Planning * PMI Project Management Skills for Non-project Managers

ITIL (e-learning):
ITIL v3 FOUNDATION:
ITIL v3 Foundation
ITIL v3 INTERMEDIATE - Lifecycle:
Lifecycle - Service Strategy (SS) * Lifecycle - Service Design (SD) * Lifecycle - Service Transition (ST) * Lifecycle - Service Operation (SO) * Lifecycle - Continual Service Improvement (CSI)
ITIL v3 INTERMEDIATE - Capability:
Capability - Operational Support and Analysis (OSA) *Capability - Release, Control and Validation (RCV) *Capability - Planning, Protection and Optimization (PPO) *Capability - Service Offerings and Agreements (SOA)
ITIL v3 EXPERT:
Managing Across Lifecycle
ITIL v3 PRACTITIONER:
ITIL Practitioner