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ITIL® 4

Overview

  • Quizzes No
  • Skill level Advance
  • Language Bangla
  • Duration 10:39:46 H
  • Total Enrollments: 3

Course Description

This ITIL® Managing Professional training focuses on key concepts and dimensions of service management, ITIL® service value system, and ITIL® guiding principles and practices. This course will help you understand how to use ITIL® tools and techniques to improve efficiency and the customer experience.

Certification

Yes

Learning Outcomes

    • Understand the key concepts of service management 
    • 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 

Curriculum

1 Introduction

00:37:27 Hours

    Why ITIL 4
    00:11:20
    Current certification road map and ITIL strategic leader
    00:04:29
    Agenda
    00:06:29
    The need for service management
    00:04:57
    The purpose and evolution of ITIL 4
    00:06:18
    ITIL Service Value System and Four dimension of ITIL 4
    00:03:54

2 Key concept of ITIL 4

00:49:49 Hours

    Understanding Value
    00:05:17
    Value creation
    00:09:35
    Other stake holder value
    00:02:03
    Service and product
    00:04:45
    Service offering
    00:02:15
    Service Relationship
    00:02:27
    Service provision and consumption
    00:02:26
    Service relationship model
    00:08:07
    Value - outcomes,costs, risk
    00:01:57
    Output and outcome
    00:01:57
    Understanding cost and risk
    00:03:32
    Utility and warranty
    00:05:28

3 The four dimension of service management

00:48:50 Hours

    Four Dimension of service management
    00:02:53
    Organisation and people
    00:07:58
    Information and technology
    00:08:54
    Partners and suppliers
    00:07:37
    Value streams and process
    00:10:53
    The service value system
    00:10:35

4 The ITIL guiding principle

00:38:50 Hours

    Focus on value and start where you are
    00:11:33
    Progress Interatively with feedback
    00:06:51
    Collaborate and promote visibility
    00:05:58
    Think and work holistically
    00:04:29
    Keep it simple and practical
    00:04:50
    Optimize and automate
    00:05:09

5 The service value chain

00:20:24 Hours

    interaction with practice
    00:03:04
    Plan
    00:02:25
    Improve
    00:02:41
    Engage
    00:03:41
    Design and transition
    00:02:07
    Obtain and build
    00:01:54
    Deliver and support
    00:01:37
    Value stream and service value chain
    00:02:08
    Review of service value chain and knowledge check.
    00:00:48

6 Create Deliver and Support

00:46:19 Hours

    Create Deliver and Support
    00:46:19

7 Results based measuring and reporting

00:57:36 Hours

    Results based measuring and reporting
    00:13:07
    The Value Stream for A New Service
    00:21:53
    Know How to Create, Deliver, & Support
    00:22:36

8 Drive Stakeholder Value

02:29:25 Hours

    Drive Stakeholder Value
    00:12:04
    The Concept of the Customer Journey
    00:21:16
    Know How to Foster Stakeholder Relationship
    00:21:06
    Designing Digital Service Experience
    00:20:43
    Selling & Procuring Service Offerings
    00:19:13
    Relating with users & Foster Relationship
    00:24:02
    How User Request Service
    00:31:01

9 High velocity IT

02:05:02 Hours

    High Velocity IT Part 1
    00:51:09
    High Velocity IT Part 2
    01:13:53

10 Direct Plan and Improve

00:32:36 Hours

    Direct Plan and Improve
    00:32:36

11 Organisational change management

00:33:28 Hours

    Organisational change management
    00:33:28




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