Course Description
Goals:
Setup right expectations and approach to implementing IT service management in your company.
Define the appropriate ITSM framework for your organization.
Learn the principles of designing valuable services and processes.
Define service goals and metrics.
Design service contracts (SLAs)
Justify your higher salary and promotion for job by Achieving the ITSM (ITIL® Foundation) certification.
Audience:
IT Pros, IT managers, IT Customers, and users
You will learn
- Learn how to align IT to business goals.
- ITSM ITIL® 4.0 service management framework knowledge.
- Understanding co-creating of value.
-
Understand groups of factors, which make impact on an IT service such as
- People and organization.
- Information and Tools.
- Partners and Suppliers.
- Processes and Value streams.
- Implement 7 guiding principles for decision-making.
-
Be able to design and implement processes based on Service Value System and
34 practices, 18 of which are thoroughly explained at the course. -
Understand ITIL® certification system and
Be able to prepare fot the ITIL® 4.0 certification exam.
Prerequisites
No specific pre-requisites are required. Having basic experience in IT or working with IT would be an advantage.
Course Program
-
-
Service Management: Key Concepts - Part 1
Service management concepts. Value-based management. Service consumer and provider. Service-product-component. Service offering.
-
Service Management: Key Concepts - Part 2
Value - cost - risk balance. Utility & warranty
-
-
-
The Guiding Principles - Part 1
Detailed overview of 7 guiding principles
-
The Guiding Principles - Part 2
Applying maturity check based on 7 guiding principles
-
-
- Organization and people.
- Information and technology.
- Suppliers and partners.
- Value streams and partners
-
- Part 1. Service Value System (SVS). Governance, Service value chain and it's activities.
- Part 2. Service value chain. Continuous improvement.
-
-
Part 1. The ITIL Practices
Overview of 34 practices. Core practices - CV continuous improvement practice. Change enablement practice. Organizational change management overview. Incident management practice.
-
Part 2. The ITIL Practices (Contd.)
Core practices - Problem management practice, Service request management practice, Service desk practice, Service level management practice.
-
Part 3. The ITIL Practices (Contd.)
Other ITIL 4.0 practices.
-
Course duration in hours:
16 hours
Course Schedule
-
Trainer
Danil Dintsis
Date
Any convenient date
Training format
Place of study
Online, from a convenient locationLanguage
EnglishPrice
1820 ₪
Leave a request for corporate training *
* Corporate training ensures increased performance, compliance with higher professional standards, and the formation of an efficiently working team of specialists.
Trainers