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Nettstudie 12 måneder 5 000 kr
Learn to provide accurate and reliable information about the configuration of services and configuration support items when and where it is needed. [+]
Understand the purpose and key concepts of Service Configuration Management, including its role in maintaining accurate and reliable information about configuration items (CIs) within the IT infrastructure. This eLearning is: Interactive Self-paced Device-friendly 2-3 hours content Mobile-optimised Practical exercises   Exam: 20 questions Multiple Choice 30 Minutes Closed book Pass Mark: 65% [-]
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Nettstudie 12 måneder 5 000 kr
Learn to deliver an agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. [+]
Understand the purpose and key concepts of the Continual Improvement Practice, elucidating its significance in fostering a culture of ongoing improvement and innovation within the organisation. This eLearning is: Interactive Self-paced   Device-friendly   2-3 hours content   Mobile-optimised   Practical exercises   Exam: 20 questions Multiple choise 30 minutes Closed book Minimum required score to pass: 65% [-]
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Nettstudie 12 måneder 5 000 kr
The purpose of this module is to provide best practice guidance on how to set clear, business-based targets for service utility, warranty and experience. [+]
Understand the purpose and key concepts of the Service Level Management Practice, elucidating its significance in defining, negotiating, and managing service levels to meet customer expectations. This eLearning is: Interactive Self-paced   Device-friendly   2-3 hours content   Mobile-optimised   Practical exercises   Exam: 20 questions Multiple choise 30 minutes Closed book Minimum required score to pass: 65% [-]
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Nettstudie 12 måneder 5 000 kr
Learn how to improve user and customer experience, as well as the overall success of your service relationships. [+]
Understand the purpose and key concepts of the Service Desk practice, including how it serves as the central point of contact between the service provider and the users, facilitating effective communication. This eLearning is: Interactive Self-paced Device-friendly 2-3 hours content mobil-optimised practical exercises     Exam: 20 questions Multiple Choice 30 minutes Closed book Minimum required score to pass: (65%)   [-]
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Nettstudie 12 måneder 5 000 kr
Learn how to move new or changed hardware, software, documentation, processes, or any other component to live environments, and how to deploy components to other environm... [+]
Understand the purpose and key concepts of Deployment Management, highlighting its importance in managing the deployment of new or changed services into the live environment. This eLearning is: Interactive Self-paced   Device-friendly   2-3 hours of content   Mobile-optimised   Exam: 20 questions Multiple choise 30 minutes Closed book Minimum required score to pass: 65% [-]
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1 dag 9 500 kr
19 Sep
14 Nov
AZ-1008: Administer Active Directory Domain Services [+]
AZ-1008: Administer Active Directory Domain Services [-]
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Nettstudie 12 måneder 12 000 kr
A combined module that covers the key concepts of 5 ITIL Practices: Relationship Management, Supplier Management, Service Level Management, Continual Improvement and Info... [+]
Understand the key concepts of Relationship Management, Supplier Management, Service Level Management, Continual Improvement, and Information Security Management, elucidating their significance in fostering collaboration, ensuring service quality, driving continual improvement, and maintaining information security. This eLearning is: Interactive Self-paced   Device-friendly   12 hours content   Mobile-optimised   Practical exercises   Exam: 60 questions Multiple choise 90 minutes Closed book Minimum required score to pass: 65% [-]
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Virtuelt klasserom 4 dager 22 000 kr
Learn how to investigate, respond to, and hunt for threats using Microsoft Azure Sentinel, Azure Defender, and Microsoft 365 Defender. [+]
COURSE OVERVIEW Learn how to investigate, respond to, and hunt for threats using Microsoft Azure Sentinel, Azure Defender, and Microsoft 365 Defender. In this course you will learn how to mitigate cyberthreats using these technologies. Specifically, you will configure and use Azure Sentinel as well as utilize Kusto Query Language (KQL) to perform detection, analysis, and reporting. The course was designed for people who work in a Security Operations job role and helps learners prepare for the exam SC-200: Microsoft Security Operations Analyst. TARGET AUDIENCE The Microsoft Security Operations Analyst collaborates with organizational stakeholders to secure information technology systems for the organization. Their goal is to reduce organizational risk by rapidly remediating active attacks in the environment, advising on improvements to threat protection practices, and referring violations of organizational policies to appropriate stakeholders. Responsibilities include threat management, monitoring, and response by using a variety of security solutions across their environment. The role primarily investigates, responds to, and hunts for threats using Microsoft Azure Sentinel, Azure Defender, Microsoft 365 Defender, and third-party security products. Since the Security Operations Analyst consumes the operational output of these tools, they are also a critical stakeholder in the configuration and deployment of these technologies. COURSE OBJECTIVES Explain how Microsoft Defender for Endpoint can remediate risks in your environment Create a Microsoft Defender for Endpoint environment Configure Attack Surface Reduction rules on Windows 10 devices Perform actions on a device using Microsoft Defender for Endpoint Investigate domains and IP addresses in Microsoft Defender for Endpoint Investigate user accounts in Microsoft Defender for Endpoint Configure alert settings in Microsoft Defender for Endpoint Explain how the threat landscape is evolving Conduct advanced hunting in Microsoft 365 Defender Manage incidents in Microsoft 365 Defender Explain how Microsoft Defender for Identity can remediate risks in your environment. Investigate DLP alerts in Microsoft Cloud App Security Explain the types of actions you can take on an insider risk management case. Configure auto-provisioning in Azure Defender Remediate alerts in Azure Defender Construct KQL statements Filter searches based on event time, severity, domain, and other relevant data using KQL Extract data from unstructured string fields using KQL Manage an Azure Sentinel workspace Use KQL to access the watchlist in Azure Sentinel Manage threat indicators in Azure Sentinel Explain the Common Event Format and Syslog connector differences in Azure Sentinel Connect Azure Windows Virtual Machines to Azure Sentinel Configure Log Analytics agent to collect Sysmon events Create new analytics rules and queries using the analytics rule wizard Create a playbook to automate an incident response Use queries to hunt for threats Observe threats over time with livestream COURSE CONTENT Module 1: Mitigate threats using Microsoft Defender for Endpoint Implement the Microsoft Defender for Endpoint platform to detect, investigate, and respond to advanced threats. Learn how Microsoft Defender for Endpoint can help your organization stay secure. Learn how to deploy the Microsoft Defender for Endpoint environment, including onboarding devices and configuring security. Learn how to investigate incidents and alerts using Microsoft Defender for Endpoints. Perform advanced hunting and consult with threat experts. You will also learn how to configure automation in Microsoft Defender for Endpoint by managing environmental settings.. Lastly, you will learn about your environment's weaknesses by using Threat and Vulnerability Management in Microsoft Defender for Endpoint. Lessons M1 Protect against threats with Microsoft Defender for Endpoint Deploy the Microsoft Defender for Endpoint environment Implement Windows 10 security enhancements with Microsoft Defender for Endpoint Manage alerts and incidents in Microsoft Defender for Endpoint Perform device investigations in Microsoft Defender for Endpoint Perform actions on a device using Microsoft Defender for Endpoint Perform evidence and entities investigations using Microsoft Defender for Endpoint Configure and manage automation using Microsoft Defender for Endpoint Configure for alerts and detections in Microsoft Defender for Endpoint Utilize Threat and Vulnerability Management in Microsoft Defender for Endpoint Lab M1: Mitigate threats using Microsoft Defender for Endpoint Deploy Microsoft Defender for Endpoint Mitigate Attacks using Defender for Endpoint After completing module 1, students will be able to: Define the capabilities of Microsoft Defender for Endpoint Configure Microsoft Defender for Endpoint environment settings Configure Attack Surface Reduction rules on Windows 10 devices Investigate alerts in Microsoft Defender for Endpoint Describe device forensics information collected by Microsoft Defender for Endpoint Conduct forensics data collection using Microsoft Defender for Endpoint Investigate user accounts in Microsoft Defender for Endpoint Manage automation settings in Microsoft Defender for Endpoint Manage indicators in Microsoft Defender for Endpoint Describe Threat and Vulnerability Management in Microsoft Defender for Endpoint Module 2: Mitigate threats using Microsoft 365 Defender Analyze threat data across domains and rapidly remediate threats with built-in orchestration and automation in Microsoft 365 Defender. Learn about cybersecurity threats and how the new threat protection tools from Microsoft protect your organization’s users, devices, and data. Use the advanced detection and remediation of identity-based threats to protect your Azure Active Directory identities and applications from compromise. Lessons M2 Introduction to threat protection with Microsoft 365 Mitigate incidents using Microsoft 365 Defender Protect your identities with Azure AD Identity Protection Remediate risks with Microsoft Defender for Office 365 Safeguard your environment with Microsoft Defender for Identity Secure your cloud apps and services with Microsoft Cloud App Security Respond to data loss prevention alerts using Microsoft 365 Manage insider risk in Microsoft 365 Lab M2: Mitigate threats using Microsoft 365 Defender Mitigate Attacks with Microsoft 365 Defender After completing module 2, students will be able to: Explain how the threat landscape is evolving. Manage incidents in Microsoft 365 Defender Conduct advanced hunting in Microsoft 365 Defender Describe the investigation and remediation features of Azure Active Directory Identity Protection. Define the capabilities of Microsoft Defender for Endpoint. Explain how Microsoft Defender for Endpoint can remediate risks in your environment. Define the Cloud App Security framework Explain how Cloud Discovery helps you see what's going on in your organization Module 3: Mitigate threats using Azure Defender Use Azure Defender integrated with Azure Security Center, for Azure, hybrid cloud, and on-premises workload protection and security. Learn the purpose of Azure Defender, Azure Defender's relationship to Azure Security Center, and how to enable Azure Defender. You will also learn about the protections and detections provided by Azure Defender for each cloud workload. Learn how you can add Azure Defender capabilities to your hybrid environment. Lessons M3 Plan for cloud workload protections using Azure Defender Explain cloud workload protections in Azure Defender Connect Azure assets to Azure Defender Connect non-Azure resources to Azure Defender Remediate security alerts using Azure Defender Lab M3: Mitigate threats using Azure Defender Deploy Azure Defender Mitigate Attacks with Azure Defender After completing module 3, students will be able to: Describe Azure Defender features Explain Azure Security Center features Explain which workloads are protected by Azure Defender Explain how Azure Defender protections function Configure auto-provisioning in Azure Defender Describe manual provisioning in Azure Defender Connect non-Azure machines to Azure Defender Describe alerts in Azure Defender Remediate alerts in Azure Defender Automate responses in Azure Defender Module 4: Create queries for Azure Sentinel using Kusto Query Language (KQL) Write Kusto Query Language (KQL) statements to query log data to perform detections, analysis, and reporting in Azure Sentinel. This module will focus on the most used operators. The example KQL statements will showcase security related table queries. KQL is the query language used to perform analysis on data to create analytics, workbooks, and perform hunting in Azure Sentinel. Learn how basic KQL statement structure provides the foundation to build more complex statements. Learn how to summarize and visualize data with a KQL statement provides the foundation to build detections in Azure Sentinel. Learn how to use the Kusto Query Language (KQL) to manipulate string data ingested from log sources. Lessons M4 Construct KQL statements for Azure Sentinel Analyze query results using KQL Build multi-table statements using KQL Work with data in Azure Sentinel using Kusto Query Language Lab M4: Create queries for Azure Sentinel using Kusto Query Language (KQL) Construct Basic KQL Statements Analyze query results using KQL Build multi-table statements using KQL Work with string data using KQL statements After completing module 4, students will be able to: Construct KQL statements Search log files for security events using KQL Filter searches based on event time, severity, domain, and other relevant data using KQL Summarize data using KQL statements Render visualizations using KQL statements Extract data from unstructured string fields using KQL Extract data from structured string data using KQL Create Functions using KQL Module 5: Configure your Azure Sentinel environment Get started with Azure Sentinel by properly configuring the Azure Sentinel workspace. Traditional security information and event management (SIEM) systems typically take a long time to set up and configure. They're also not necessarily designed with cloud workloads in mind. Azure Sentinel enables you to start getting valuable security insights from your cloud and on-premises data quickly. This module helps you get started. Learn about the architecture of Azure Sentinel workspaces to ensure you configure your system to meet your organization's security operations requirements. As a Security Operations Analyst, you must understand the tables, fields, and data ingested in your workspace. Learn how to query the most used data tables in Azure Sentinel. Lessons M5 Introduction to Azure Sentinel Create and manage Azure Sentinel workspaces Query logs in Azure Sentinel Use watchlists in Azure Sentinel Utilize threat intelligence in Azure Sentinel Lab M5 : Configure your Azure Sentinel environment Create an Azure Sentinel Workspace Create a Watchlist Create a Threat Indicator After completing module 5, students will be able to: Identify the various components and functionality of Azure Sentinel. Identify use cases where Azure Sentinel would be a good solution. Describe Azure Sentinel workspace architecture Install Azure Sentinel workspace Manage an Azure Sentinel workspace Create a watchlist in Azure Sentinel Use KQL to access the watchlist in Azure Sentinel Manage threat indicators in Azure Sentinel Use KQL to access threat indicators in Azure Sentinel Module 6: Connect logs to Azure Sentinel Connect data at cloud scale across all users, devices, applications, and infrastructure, both on-premises and in multiple clouds to Azure Sentinel. The primary approach to connect log data is using the Azure Sentinel provided data connectors. This module provides an overview of the available data connectors. You will get to learn about the configuration options and data provided by Azure Sentinel connectors for Microsoft 365 Defender. Lessons M6 Connect data to Azure Sentinel using data connectors Connect Microsoft services to Azure Sentinel Connect Microsoft 365 Defender to Azure Sentinel Connect Windows hosts to Azure Sentinel Connect Common Event Format logs to Azure Sentinel Connect syslog data sources to Azure Sentinel Connect threat indicators to Azure Sentinel Lab M6: Connect logs to Azure Sentinel Connect Microsoft services to Azure Sentinel Connect Windows hosts to Azure Sentinel Connect Linux hosts to Azure Sentinel Connect Threat intelligence to Azure Sentinel After completing module 6, students will be able to: Explain the use of data connectors in Azure Sentinel Explain the Common Event Format and Syslog connector differences in Azure Sentinel Connect Microsoft service connectors Explain how connectors auto-create incidents in Azure Sentinel Activate the Microsoft 365 Defender connector in Azure Sentinel Connect Azure Windows Virtual Machines to Azure Sentinel Connect non-Azure Windows hosts to Azure Sentinel Configure Log Analytics agent to collect Sysmon events Explain the Common Event Format connector deployment options in Azure Sentinel Configure the TAXII connector in Azure Sentinel View threat indicators in Azure Sentinel Module 7: Create detections and perform investigations using Azure Sentinel Detect previously uncovered threats and rapidly remediate threats with built-in orchestration and automation in Azure Sentinel. You will learn how to create Azure Sentinel playbooks to respond to security threats. You'll investigate Azure Sentinel incident management, learn about Azure Sentinel events and entities, and discover ways to resolve incidents. You will also learn how to query, visualize, and monitor data in Azure Sentinel. Lessons M7 Threat detection with Azure Sentinel analytics Threat response with Azure Sentinel playbooks Security incident management in Azure Sentinel Use entity behavior analytics in Azure Sentinel Query, visualize, and monitor data in Azure Sentinel Lab M7: Create detections and perform investigations using Azure Sentinel Create Analytical Rules Model Attacks to Define Rule Logic Mitigate Attacks using Azure Sentinel Create Workbooks in Azure Sentinel After completing module 7, students will be able to: Explain the importance of Azure Sentinel Analytics. Create rules from templates. Manage rules with modifications. Explain Azure Sentinel SOAR capabilities. Create a playbook to automate an incident response. Investigate and manage incident resolution. Explain User and Entity Behavior Analytics in Azure Sentinel Explore entities in Azure Sentinel Visualize security data using Azure Sentinel Workbooks. Module 8: Perform threat hunting in Azure Sentinel In this module, you'll learn to proactively identify threat behaviors by using Azure Sentinel queries. You'll also learn to use bookmarks and livestream to hunt threats. You will also learn how to use notebooks in Azure Sentinel for advanced hunting. Lessons M8 Threat hunting with Azure Sentinel Hunt for threats using notebooks in Azure Sentinel Lab M8 : Threat hunting in Azure Sentinel Threat Hunting in Azure Sentinel Threat Hunting using Notebooks After completing this module, students will be able to: Describe threat hunting concepts for use with Azure Sentinel Define a threat hunting hypothesis for use in Azure Sentinel Use queries to hunt for threats. Observe threats over time with livestream. Explore API libraries for advanced threat hunting in Azure Sentinel Create and use notebooks in Azure Sentinel [-]
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3 dager 12 300 kr
Trenger du å bygge opp store og avanserte regneark? Ønsker du å lage rapporter og beregninger på store tallgrunnlag? Vil du finne ut hvordan du kan effektivisere arbe... [+]
Trenger du å bygge opp store og avanserte regneark? Ønsker du å lage rapporter og beregninger på store tallgrunnlag? Vil du finne ut hvordan du kan effektivisere arbeidet ditt i Excel? Ønsker du å lære de første stegene mot automatiserte rapporter? Kurset kan også spesialtilpasses og holdes bedriftsinternt i deres eller våre lokaler.   Kursinnhold:   Dag 1    Generelt om regneark Om regneark og infrastruktur Bruke tastatur og hurtigtaster effektiv Absolutte referanser og definerte navn   Funksjoner Mer om funksjoner, hvis, antall.hvis, summer.hvis.sett Lær om "må ha funksjonen" Finn.rad [Vlookup] Andre funksjoner for spesielle oppgaver   Avansert formatering Spesiell formatering – dato, tekst og egendefinert Betinget formatering og cellestiler   Dag 2    Lister og tabeller Viktige regler og råd Bruk av autofilter og sortering Tabellfunksjonalitet Validering ved inntasting Beregninger av store datamengder via gode funksjoner   Pivottabell Hva er pivottabell og hvordan lage raske og enkle rapporter Utvidede muligheter i Pivot som grupperinger, vis verdier som og slicer   Dag 3   Metoder for dataimport Direkte import fra database   Innføring til makro Spille inn /registrere makro Ord/uttrykk og VBA editor   Datavask Slette tommer rader, fylle tomme celler Bruk av funksjoner for å klargjøre datagrunnlag Identifisere og håndtere avvik i grunnlag   Alternative temaer (hvis tid) Tips til diagrammer Hva hvis analyse Konsolidering   4 gode grunner til å velge KnowledgeGroup 1. Best practice kursinnhold 2. Markedets beste instruktører 3. Små kursgrupper 4. Kvalitets- og startgaranti   [-]
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Virtuelt klasserom 3 timer 2 500 kr
15 Sep
27 Oct
08 Dec
Tanken med dette kurset er å vise litt av hva makroer i Excel er og dermed gi deltakerne en forsmak på våre mer avanserte kurs i Visual Basic for Applications (VBA). Dett... [+]
Introduksjon til VBA   Det er fordelaktig å ha to skjermer - en til å følge kurset og en til å gjøre det kursholder demonstrerer. Kurset gjennomføres i sanntid med nettundervisning via Teams. Det blir mulighet for å stille spørsmål, ha diskusjoner, demonstrasjoner og øvelser. Du vil motta en invitasjon til Teams fra kursholder. [-]
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Virtuelt klasserom 3 timer 2 500 kr
05 Sep
24 Oct
05 Dec
I dette kurset konsentrerer vi oss om oppslagsfunksjonene FINN.RAD, FINN.KOLONNE OG XOPPSLAG og viser avanserte eksempler. Vi tar også for oss noen eksempler på bruk av f... [+]
Kursinnhold FINN.RAD() FINN.KOLONNE() XOPPSLAG() – den nye oppslagsfunksjonen. Super funksjonalitet INDEKS() / SAMMENLIGNE() [-]
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Virtuelt klasserom 3 timer 2 500 kr
15 Sep
27 Oct
08 Dec
Analyserer du store datamengder? Gjør du samme import hver dag/uke/måned? Importerer du data til Excel som ikke alltid har rett format? Har du lurt på hvordan det nye ver... [+]
Kursinnhold Import av .csv Import av tekstfiler (.txt) Import fra internett Transformering av data Rette opp feil Lage beregnede kolonner Regelmessig import Analyse av store datamengder   Det er fordelaktig å ha to skjermer - en til å følge kurset og en til å gjøre det kursholder demonstrerer. Kurset gjennomføres i sanntid med nettundervisning via Teams. Det blir mulighet for å stille spørsmål, ha diskusjoner, demonstrasjoner og øvelser. Du vil motta en invitasjon til Teams fra kursholder.   [-]
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Nettkurs 365 dager 2 995 kr
Excel for Økonomer - elæringskurs [+]
Excel for Økonomer - elæringskurs [-]
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Virtuelt klasserom 2 dager 13 500 kr
XML er en moden standard for å utveksle informasjon mellom applikasjoner. Med XML og relaterte standarder som XSL(T) og XQuery er det mulig å utvikle distribuerte nettbas... [+]
Kursinstruktør Terje Berg-Hansen Terje Berg-Hansen har bred erfaring fra prosjektledelse, utvikling og drift med små og store databaser, både SQL- og NoSQL-baserte. I tillegg til å undervise i etablerte teknologier leder han også Oslo Hadoop User Group, og er levende interessert i nye teknologier, distribuerte databaser og Big Data Science.    Kursinnhold XML er en moden standard for å utveksle informasjon mellom applikasjoner. Med XML og relaterte standarder som XSL(T) og XQuery er det mulig å utvikle distribuerte nettbaserte tjenester for utveksling av data i et standardisert format.    Målsetting Deltakerne vil etter kurset ha en grunnleggende forståelse av og kjennskap til hvorfor og hvordan XML kan anvendes for å oppnå en bedre utveksling og deling av strukturert og ustrukturert informasjon.   Forkunnskaper Grunnleggende kunnskaper om internett, HTML og CSS er en fordel, men ikke nødvendig for å ta dette kurset.   Kursinnhold Introduksjon Introduksjon til XML og XML-relaterte teknologier, som XPath, XQuery og XSL XML-verktøy Editorer og verktøy for validering, søk og endring av XML Grunnleggende XML XML struktur og syntaks. Gjennomgang av målene for XML. Lage og utforme XML dokumenter Navnerom (namespaces) Oppretting og bruk av navnerom for å skille elementer og funksjoner med samme navn. Validering av  XML Gjennomgang av teknologier som Document Type Definitions (DTD's) og XML Schemas for å kontrollere og styre struktur og data i XML filer Presentasjon av XML Bruk av html og CSS til å presentere XML data Søking i XML Søk i XML-dokumenter med XPath . Introduksjon til XSL(T) Kort om XSL og XSL Transformations. Bruk av XSLT til å formatere, sortere, filtrere og konvertere XML Data   Gjennomføring Kurset gjennomføres med en kombinasjon av online læremidler, gjennomgang av temaer og problemstillinger og praktiske øvelser. Det er ingen avsluttende eksamen, men det er øvelsesoppgaver til hovedtemaene som gjennomgås.   [-]
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Oslo Stavanger 3 dager 17 500 kr
09 Sep
30 Sep
18 Nov
Dette kurset vil gi deg en grunnleggende innføring i ITIL® beste praksis rammeverket versjon 4. Kurset gir innføring i basis konseptet, prinsippene, prosessene og funksjo... [+]
Introduksjon Kurset gir deg en grunnleggende innføring i ITIL® beste praksis rammeverket versjon 4. Kurset gir innføring i basis konseptet, prinsippene, prosessene og funksjonene som er definert som beste praksis. Kurset vil også forberede deg til å gjennomføre ITIL Foundation sertifiseringtest. ForutsetningerIngen forutsetninger for å delta på kurset.Faglige kvalifikasjonKurset leder frem til ITIL Foundation Certificate.(Sertifiseringstest gjennomføres på siste kursdag)KursdokumentasjonOmfattende kursdokumentasjon som inneholder Kurskompendium, ITIL Pocket Guide, Norsk-Engelsk ordliste, 115 testoppgaver.SertifiseringInkludert i kursprisen er ITIL Fondation eksamen EXIN.Eksamen gjennomføres på ettermiddagen dag 3 - den avholdes skriftlig og er på engelsk.Eksamensformen er multiple choice - 40 spørsmål skal besvares, og du består ved 65% korrekte svar (dvs 26 av 40 spørsmål). Deltakerne har 1 time og 15 minutter til rådighet på eksamen. ITIL® is a registered trade mark of AXELOS Limited.   Kursinnhold Service Management as a practise • Innføring i IT Service Management• BESTE PRAKSIS: Forstå hva og hvorfor• Tjenesteorientering The Service Lifecycle Innføring i alle fasene av livssyklusen - målene og forretningsverdien for hver fase.• Service Strategy• Service Design• Service Transition• Service Operations• Continual Service Improvement Service Management processes Hvordan de ulike prosessene spiller inn i livssyklusen. Vi diskuterer mål, omfang, aktiviteter, nøkkeltall og annet: Service Strategy • Strategy Management• Service Portfolio Management• Demand Management• Financial Management Service Design • Design Coordination• Service Catalogue Management• Service Level Management• Supplier Management• Availability Management• Capacity Management• IT Service Continuity Management• Information Security Management Service Transition • Transition planning and support• Change Management• Service Asset and Configuration Management• Release and Deployment Management Service Operations • Event Management• Incident Management• Request Fulfilment• Problem Management Continual Service Operations • Continual Service Improvement model• The seven-step improvement process Continual Service Operations • Continual Service Improvement model• The seven-step improvement process Functions Forstå mål, organisasjonsstruktur, bemanning, nøkkeltall og sammenhenger i ulike funksjoner• Service Desk• Technical Management• Application Management• IT Operations Management (IT Operations Control, Facilities Management) Roles Ansvar og funksjon hos de to nøkkelrollene i Service Management og innblikk i øvrige roller.• RACI modell• Process owner• Service owner Technology and Architecture • Service Management Technology [-]
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