本課程為最新 ITIL4 框架基礎，您將學習與軟體開發和 IT 運營方面相關的最新趨勢概念、原則和實踐，使 IT 專業人員能夠在數位轉型過程中為他們的組織提供支持並幫助組織實現價值。
學習目標和取得技能
On completion of this course, the following learning outcomes will be achieved:
- Understand key service management concepts
- Understand how the ITIL guiding principles can help an organization adopt and adapt service management
- Understand the four dimensions of service management
- Understand the purpose and components of the ITIL service value system
- Understand the activities of the service value chain, and how they interconnect
- Know the purpose and key terms of selected ITIL practices with focus on key selected practices
教學方式
原廠認證講師課堂中文指導
教材與實驗
原廠教材
課程適合對象
The target audience for this course and qualification are:
- Individuals at the start of their journey in Service Management
- ITSM Managers and aspiring ITSM Managers
- Individuals working in other parts of IT (digital, product development) with strong interface with service delivery
- Existing ITIL qualification holders wishing to update their knowledge
前備知識
There are no prerequisites to attending the ITIL Foundation course or for sitting for the ITIL Foundation certification examination.
課程大綱
Understand Key Concepts of Service Management
ITIL Guiding Principles
ITIL Service Value System
ITIL Practices
2. Problem Management
3. Change Control
4. Service Level Management
5. Continual Improvement
6. Service Request Management
7. Service Desk
8. Information Security Management
9. Relationship Management
10. Service Configuration Management
11. Supplier Management
- Service Management
- Service and relationship with Value, Outcome, Cost and Risks
- Service Consumers, Service Providers, Users, Customer
- Understanding Nature and Components of Value
- Value Co-Creation
- Understanding Service Relationships
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
ITIL Service Value System
- Four Dimensions of Service Management
- Components of the Service Value System including Value Chain, Governance and Practices
- Value Chain Activities within the Value System
ITIL Practices
- 3 Categories of ITIL Practices
- Purpose and detailed look at selected Practices (including):
2. Problem Management
3. Change Control
4. Service Level Management
5. Continual Improvement
6. Service Request Management
7. Service Desk
8. Information Security Management
9. Relationship Management
10. Service Configuration Management
11. Supplier Management
