ࡱ> urstF 欯94!fJFIFKKtMSO Palette |xŲʼϼŨŭʲϷԼxxx}C   ")$+*($''-2@7-0=0''8L9=CEHIH+6OUNFT@GHEC !!E.'.EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE"3!1A"Qa2q#BR3bC ?D,Ck{{)A GzEpd^]I`ڝ#ӳ\Y,<&LXFz͉yIHİcyPb\*m|tUZ0+<Ż=jJL>߁O{%J Am?Oj1"[RZSSSfC"bGҁ("mE fN}:PS09ֆxMAY [?#U!8XMU1&׽'vaULٮGw0`e`5[ŹX& uˉDA=h8xeO0y[m̼(%ܰҶ9Ad1lR 5!3ez-S Bp'-0,3  $%?.;AZeF:px`R9&tO$ނ\%kSFXq-^Al # lsZ<"P/O ̈́k#\#oy$~0ʲȀckzum }5QϊU$|hb3+6[JecrTv V)tTvwQ]͹>]1 UYba'V7pg7s_p@]Ks<+0ɒ)d>֠lp47߭8k' ^fNzud.bD1kߗ5Q3$#^ U 675/ ZpyŽabEܓzuPk cf0ÝeYnoc Nv$H69H?]ꍉ9ܑP%Wx>^ |#KDPWrzEAFRF֔j"m1ӹan+a)D;&ub4PRNT( 1o_Z 1Kb0, ߥAA$̓ SDkF'È:c0|$΢K3p07*g ZDA^&$L_ڃŕL9ִss$uE0W{ [KK,HYLXΧ.fDG1rͥ6Ǧ׆2 {8&Ud$/#xl ;A#=[';$Ӭ~JQl39yPlM#JcmRdd^\N#a#̲I9PrYt1(ގdLB0 y/_O gn`PLI֨*H-rEAbbaŁ6ӻ7Pٶԏ9!pKwһ+RI*A ƧhqߋR5Jp7߯ALe\V 3 eV9y{uֈ} /YI^!O]>"Y;ނe %˥Zfֱ)ESrʍ( aߝV' <>?p.yɆAd'~.2NՖPpa;ק{8kb0)>X-b ŷr Lg ڤ;b6 l9L<7 5A0e*@)N_Ā ՘xh%N!{փKG8j*H TNi"b@v?M?Z|e&ub1e?: FW)$Ci}h!u` c[i\L%;6Q>\ ʊ̳|^1Ht#S]ށ3$8fJ N![#1V]5ݺpPx'c'J/!sym8v b7=uxs$w]3Oރ!B)6lgQGx61֘yʫɑDA.a?򶆁m{ڂRp4 Nug C'(mT7]@I@ ۄscFUf,Ӹގojxq+I[?Z1i^!k3`6H6$FY&Z( / 0DTimes New Romantt1x: 0DGaramond Romantt1x: 0 DWingdingsRomantt1x: 00DArialngsRomantt1x: 0@DTrebuchet MSantt1x: 0"PDVerdanat MSantt1x: 0" C0.  @n?" dd@  @@`` ($  & k   ,,HH,R$欯94!f  <AA@ @8  -#K ʚ;Sk8ʚ;g4PdPdsx: 0ppp@ <4!d!d@ 0t0<4dddd@ 0t0 <4BdBd@ 0t80___PPT10 pp? %G,PRESENTATION DE L ITIL$. INFORMATION TECHNOLGY INFRASTRUCTURE LIBRARY "/.?La problmatique des services informatiques IT des entreprises  @>((L augmentation continuelle des besoins de services informatiques, inhrente aux demandes des clients, internes et externes, gnre des problmes: d augmentation des cots des services IT, d efficacit de la gestion des processus IT, de diminution de la productivit gnrale de l IT, d organisation, de mthodes et d outils, de relations entre la DSI et l ensemble des utilisateurs des services IT, de cohrence des services informatiques apports aux clients, de qualit et de satisfaction client, de contrle et de matrise des composants du Systme d Information, de gestion des changements, des temps d indisponibilit des services IT, de planification des ressources IT, de Support et d optimisation des processus de rsolution des incidents. "PLa solution propose  (( ITIL (Information Technology Infrastructure Libray) est un rfrentiel des meilleures pratiques de l IT. C est un ensemble des meilleures pratiques pour la mise en Suvre des processus de gestion des services IT pour le Support et la Fourniture des Services. Ce besoin de formaliser les bonnes pratiques dans les quipes de Production et Support Informatique arrive en France aprs une quinzaine d annes de dveloppements et mises en place dans les pays anglo-saxons. Ces bonnes pratiques comblent un vide mthodologique dont souffraient les Productions en regard des Services Etudes et Dveloppement qui mettent en Suvre depuis 2 dcennies de nombreuses mthodes. Les productions informatiques ont enfin un rfrentiel international des meilleures pratiques informatiques qui prpare le cadre futur de l ISO 20 000. La totalit des quipes de l IT va pouvoir parler le mme langage, partager la mme culture. L ITIL donne au management une dynamique nouvelle qui permet d organiser les Services IT avec plus d efficacit et de fluidit. Les gains de productivit et de qualit ainsi obtenus permettent aux quipes de travailler dans des conditions d efficacit optimale et au management d accroitre significativement la matrise des ressources et des cots.P,       Le module de formation ITIL (   SERVICE SUPPORT,  P  0` 3` ff>>\fg` J*T333` QYmx~3ft` \ғhEy`` cb^DDf`Y˵W` sg7xGr` K%ޯd{mG/` 33f>?" dd@,?nFd@    @ `  n?" dd@   @@``PR    @ ` `<p>>L0 |(  | | 6$ #" `b `  F*0  | 6 #" `` `  H*0 xT ~ | "~\ { | "{ | c BB CDEFd @ bb   H   T W6Vw}\gFQ6<1++11 1L b6xQrq 6\}N   - c    0 A Q g     S    6N KawF bFy0 a*ly7lE;uz  B | a F 0 ! 1 < B < & l L 0  @`"T  | c |BC+DEFyd @ ==gL6cI}\eA& w6m!W<! &<W!r6W}F6\}>68QNlX^XH8+Sgg|@`"Jo 5 J |  B! 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CDEF @ ))\*l{FDNF W% W ! !   ! 6X L b x_ /aF6b}SA$|l\\TX@`s"*  T  u4  B C%DEF ss&QW}k6D Q r 8 N c t y y ;t Qi gS }8     T   :0\-Q4*%%v*o(V}5q;  S   < s } l \ g} \, L ;n &  Z}\[6 }WF<! e C }h m W ]  ,t B RxkqA,Rg@`" {b   BCDEFy @ ,,Lh6\}mWG &a*zCxsh-&jG]~5g6&LLZ\@`s"*   u(     BCDE|Fy @ __@% M|f4@{ f0`lA}L\A+h MB6ww FJl{ 0V|{J  *5KlGn a*:Pf\|6 /6Kbf|F kP}5x}VvaP@@@`s"*   =>    c BlCrDEF"d@ rlrl@`"~  <t "F   ['Cliquez pour modifier le style du titre( (  0d0 " `    l8Cliquez pour modifier le style des sous-titres du masque9 9  65 #" `` `  F*0   6x9 #" `b   H*0   60> #" `d `  H*0 B  s *޽h ? 3___PPT10i. u%.+D='  = @B +   0L0 " (    c $K  <$  0    S L s  <$ 0  (  6 N@ nFORMITYS Conseil et formation ITIL 34 bd des Italiens 75009 Paris Tel : 01 39 31 43 34 http://www.formitys.com8o(2##4# #H  0޽h ? ̙33? 7 ___PPT10 .+#GD' H= @B D:' = @BA?%,( < +O%,( < +D' =%(D' =%(D>' =A@BBBB0B%(D' =1:Bvisible*o3>+B#style.visibility<*%(D' =-m6Bbox(in)*<3<*D{' =%(D#' =%(D' =A@BBBB0B%(D' =1:Bvisible*o3>+B#style.visibility<*.%(D' =+4 8?dCB0-#ppt_w/2BCB#ppt_xB*Y3>B ppt_x<*.D' =+4 8?\CB#ppt_yBCB#ppt_yB*Y3>B ppt_y<*.+p+0+0 ++0+0 +<   0L0 $(  r  S \ | `}   r  S 4| `  H  0޽h ? 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m ,$D  02  0G?p ,$D  0  0$ p ,$D 0 GRduire les cots 2  0) ` f,$D 0 UAugmenter la qualit de service 2 r  ZA d޽h ?Toile f3f3___PPT10.+XD"' 0 = @B D' = @BA?%,( < +O%,( < +D"' =%(D' =%(Dr' =A@BBBB0B@B%(D' =1:Bvisible*o3>+B#style.visibility<* %(D' K=-6B)randombar(vertical)*<3<* Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<* %(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<* D' =+4 8?dCB0-#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<* D{' =%(D#' =%(D' =A@BBBB0B%(D' =1:Bvisible*o3>+B#style.visibility<* %(D' =+4 8?dCB0-#ppt_w/2BCB#ppt_xB*Y3>B ppt_x<* D' =+4 8?\CB#ppt_yBCB#ppt_yB*Y3>B ppt_y<* Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<* %(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<* D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<* D{' =%(D#' =%(D' =A@BBBB0B%(D' =1:Bvisible*o3>+B#style.visibility<* %(D' =+4 8?dCB0-#ppt_w/2BCB#ppt_xB*Y3>B ppt_x<* D' =+4 8?\CB#ppt_yBCB#ppt_yB*Y3>B ppt_y<* ++0+ 0 ++0+ 0 ++0+ 0 +J  0L0 qip%$(  $+ $ S @>  |   Les mtiers de la production informatique et du support technique utiliseront les recommandations des bonnes pratiques des domaines suivant :r $ 6C  ,$D 0 Y SERVICE SUPPORT$r $ 6H  ` 0,$D 0 U SERVICE DELIVERYB $ s *D0 ,$D 0R $ s * $ 0(N ,$ 0 PLa Gestion des Incidents(2R $ s *  R  $ s *p ` R  $ s *    $ 0R  0 d ,$ 0 PLa Gestion des Problmes(2  $ 00W p M D ,$ 0 ULa Gestion des Configurations(2 $ 6[  @. 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Matriser le vocabulaire du rfrentiel des meilleures pratiques, Russir la mise en Suvre des processus dans leur application quotidienne, Etudier de manire interactive des cas concrets dans diverses situations (organisation, taille d entreprises et secteur d activits), Identifier les dysfonctionnements informatiques et les rsoudre, Optimiser et rationaliser les processus de Production et de Support, Passer les examens de certification, si vous le souhaitez, avec une prparation aux questions d examen de l organisme europen de certification EXIN .Tk081k4H ( 0޽h ? f3f3___PPT10e.+D='  = @B +  0L0 ,(  , , c $8  |= `}<$D 0   OLe public des formations ITIL , 0  ,$D  0 : Tous les personnels de centres de services IT (support , exploitation , infrastructure& ) Chefs de projets et d applications Coordinateurs informatiques * q2 2j , 0L  P0,$D  0 xAucun pr requis technique n est ncessaire pour participer B=(2  6 H , 0޽h ? f3f3  ___PPT10c .+HOD ' = @B DN ' = @BA?%,( < +O%,( < +D{' =%(D#' =%(D' 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