إدارة البنية التحتية لتقنية المعلوماتية ITIL® Complete

 ITIL® Complete

إدارة البنية التحتية لتقنية المعلوماتية 

◀️ للتسجيل (إضغط هنا)
◀️ للاستفسار واتس 0096899717273

ABOUT THE COURSE

ITIL® 4 Foundation is an entry-level ITIL® knowledge that provides an understanding of the main concepts behind ITIL®, including the life cycle stages and the terminology used.

Our ITIL® Foundation course will equip you with knowledge on how the IT Service Management Lifecycle works and how the ITIL® framework can be used to improve service delivery and capability, all through instructor-led training and class exercises. The course includes the ITIL® Foundation Book, which is taken on the last day of training.

Objective:

  • ITIL 4 OVERVIEW
  • KEY CONCEPTS OF ITIL
  • DIMENSIONS OF SERVICE MANAGEMENT
  • SERVICE VALUE SYSTEM (SVS)
  • THE ITIL GUIDING PRINCIPLES
  • GOVERNANCE
  • THE SERVICE VALUE CHAIN
  • CONTINUAL IMPROVEMENT
  • KEY ITIL PRACTICES
  • OTHER ITIL PRACTICES

What you’ll learn

  • Understand basic concepts, terminologies, key principles, and process models of IT Service Management that are included in ITIL® 4 Foundation
  • Appreciate the scope and objectives of service design, service strategy, service transition, continual service improvement, and service operations
  • Enhance the efficiency and effectiveness of ITIL® tools and techniques within the business, to optimise user experience
  • Apply lean principles and automate standard jobs to improve the efficiency of ITSM processes
  • Centralise activities and functions to save on cost and time

 

Course Overview

  1. ITIL 4 OVERVIEW

Structured Benefits

The Service Value System

Four Dimensions of Service Management

 

  1. KEY CONCEPTS OF ITIL

What is Service Management?

Service Relationships

Creating Value

 

  1. THE FOUR DIMENSIONS OF SERVICE MANAGEMENT

A Holistic Approach to Value Delivery

Organizations and People

Informational Technology

Partners and Suppliers

Value Streams and Processes

External Factors

 

  1. THE ITIL SERVICE VALUE SYSTEM (SVS)

Guiding Principles

Governance

Service Value Chain

Practices

Continual Improvement

 

  1. THE 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

Optimize and Automate

Principle Interaction

 

  1. GOVERNANCE

Governing Bodies

Governance Activities

The Role of Governance in the SVS

 

  1. THE SERVICE VALUE CHAIN

Plan

Improve

Engage

Design and Transition

Obtain and Build

Deliver and Support

 

  1. CONTINUAL IMPROVEMENT

The Model, the Value Chain, and Practice

Continual Improvement Model

Continual Improvement and the Guiding Principles

Theory of Constraints

 

  1. KEY ITIL PRACTICES

Introduction to ITIL Practices

Continual Improvement

Service Level Management

Change Control

Incident Management

Service Request Management

Service Desk

Problem Management

 

  1. OTHER ITIL PRACTICES

General Management Practices

Service Management Practices

Technical Management Practices

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