دوره آموزشی ITIL4 Foundation
assignmentدوره های خصوصی
«جهت رزرو دوره به پشتیبانی پیام بدهید»
توضیحات تکمیلی دوره
اهداف دوره:
مهارت‌هایی که پس از گذراندن این دوره بدست می‌آورید:
• رویکرد جامع برای تسهیل در ایجاد ارزش افزوده با مشتریان و سایر ذینفعان در قالب محصولات و خدمات
• اصول راهنما ITIL 4
• چهار بعد مدیریت خدمات
• مفاهیم اصلی Lean ، Agile ، DevOps ، و چرا اینها برای ارائه ارزش تجاری کسب و کار مهم می باشند
• آشنایی با Practice های ITIL در سه حوزه General Management، Service Management و Technical Management
سرفصل دوره:
1- IT Service Management definitions & Key Concepts
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- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
2- How ITIL Guiding principles can help organization to adopt and adapt service management
3- Key concepts of value creation
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- Cost
- Value
- Organization
- Outcome
- Output
- Risk
- Utility and Warranty
4- Value creation, outcomes, costs and risks
5- Key concepts of service relationships
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- Service offering
- Service relationship management
- Service provision
- Service consumption
6- The nature, use and interaction of 7 ITIL guiding principles
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- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote
- Visibility
- Think and Work Holistically
- Keep it Simple and Practical
- Optimize and Automate
7- The 4 dimensions of service management
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- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
8- The ITIL service value system
9- The service value chain, its inputs and outputs, and its role in supporting value Streams
10- Service value chain elements:
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- Plan
- Improve
- Engage
- Design & Transition
- Obtain/Build
- Deliver and Support
1- The Activities of Service Value Chain
12- Selected ITIL Practice and Key terms
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- Service Management Practice
- General Practice
- Technical Practice
- Theme Quality + Quality review Technique
- Exercise Quality Management Approach
-
-
- Continual Improvement (including continual improvement model)
- Change control
- Incident management
- Problem Management
- Service request management
- Service desk
- Service level management
14- The purpose of the following ITIL practices
- Information security management
- Relationship management
- Supplier management
- Availability management
- Capacity and performance management
- Service configuration management
- IT asset management
- Business analysis
- Service continuity management
- Deployment management
- Monitoring and event management
- Release management
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