Mulțumim pentru trimiterea solicitării! Un membru al echipei noastre vă va contacta în curând.
Mulțumim pentru trimiterea rezervării! Un membru al echipei noastre vă va contacta în curând.
Schița de curs
1. Key Concepts of Digital Product and Service Management
- Definition of service management
- Value, outcomes, costs and risks
- Utility and warranty
- Products and services
- Digital products and services
- Service offerings
- Value co-creation
- Stakeholders and roles
2. Service Relationships
- Types of service relationships
- Service provision and consumption
- Service consumer roles
- Service quality and service level characteristics
- Service experience
3. The Four Dimensions of Service Management
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
4. The ITIL Service Value System (SVS)
- Purpose of the SVS
- Components of the SVS
- Inputs and outputs
- Governance
- Continual improvement
5. ITIL Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
6. The Service Value Chain
- Plan
- Improve
- Engage
- Design and transition
- Obtain or build
- Deliver and support
7. ITIL Management Practices
- Incident management
- Problem management
- Change enablement
- Service desk
- Service request management
- Service level management
- Monitoring and event management
- Continual improvement
8. Value Streams and Value Stream Mapping
- Definition of value streams
- Mapping value streams
- Identifying bottlenecks
- Optimising workflows
9. Continual Improvement
- Continual improvement model
- Measurement and metrics
- Improvement initiatives
10. ITIL and Other Frameworks
- Agile
- DevOps
- PRINCE2
- Lean
Cerințe
No prerequisites
14 Ore
Mărturii (1)
I really like the communication skills
Javed Ahmed - Sharjah Documentation & Archive Authority
Curs - ITIL Foundation V4
Tradus de catre o masina
