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What you'll learn?
- Organization and Culture
- Information Technology to Create , Deliver & Support
- Understand the use and value of information and technology across the service value system
- ITIL practices contributing to a value stream for a new service
- ITIL practices contribute to a value stream for user support
- Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services
- Understand the use and value of the following across the service value system
Course Overview
This course provides those are professional, to support professional who already working in Information Technology service management with an understanding of how to integrate a series of steps that an organization uses to implement Solutions that provide a continuous flow of value to a customer.To IT-enabled products and services, and relevant application methods. It gives them an understanding of service production, service standard and improvement procedure.
Pre-requisites
- ITIL 4 Foundation
Target Audience
- Project Managers
- Project Executives/ Engineers
- ITSM ( IT Service Management) Professionals
- IT Support and Leads
- ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
- Existing ITIL professional wishing to develop their knowledge
Curriculum 46 Lectures 05:14:39
-
Section 1 : Introduction
- Lecture 2 :
- ITIL History
-
Section 2 : concepts and challenges relating to the following across the service value..
- Lecture 1 :
- Organization and Culture Key Components
- Lecture 2 :
- Organization and Culture -Organization Structure
- Lecture 3 :
- Organization and Culture - Types of Organization Structure
- Lecture 4 :
- Organization and Culture- Servant Leadership Model
- Lecture 5 :
- Organization and Culture - 7 guiding principle1
- Lecture 6 :
- Organization and Culture - guiding principle 2
- Lecture 7 :
- Organization and Culture - guiding principle 3
- Lecture 8 :
- Organization and Culture Intro
- Lecture 9 :
- Organization and Culture - guiding principle 4
- Lecture 10 :
- Organization and Culture - guiding principle 5
- Lecture 11 :
- Organization and Culture - Team Culture1
- Lecture 12 :
- Organization and Culture - Team Culture2
- Lecture 13 :
- Organization and Culture - Continual Improvement Culture 1
- Lecture 14 :
- Organization and Culture - Continual Improvement Culture 2
- Lecture 15 :
- rganization and Culture - Continual Improvement Culture 3
- Lecture 16 :
- Organization and Culture - Collaborative Culture 1
- Lecture 17 :
- Organization and Culture - Collaborative Culture 2
- Lecture 18 :
- Organization and Culture - Customer Orientation 1
- Lecture 19 :
- Organization and Culture - Customer Orientation 2
- Lecture 20 :
- Organization and Culture - Positive Communication
- Lecture 21 :
- Organization and Culture - Team Culture3
-
Section 3 : Plan and manage resources in the service value system
- Lecture 1 :
- Effective Team - Introduction
- Lecture 2 :
- Effective Team -Capability, Roles
- Lecture 3 :
- Effective Team - Competition and Work Force Planning
- Lecture 4 :
- Effective Team- Workforce Planning 2
- Lecture 5 :
- Effective Team-Employee Satisfaction
-
Section 4 : Use and value of information and technology across the service value system
- Lecture 1 :
- Information Technology to Create, Deliver & Support
-
Section 5 : ITIL practices contributing to a value stream for a new service
- Lecture 1 :
- ITIL Practice for New Service -SVS
- Lecture 2 :
- ITIL Practice to Contribute to a NewService - Intro
- Lecture 3 :
- ITIL Practice to Contribute to a NewService - Intro 1
- Lecture 4 :
- ITIL Practice to Contribute to a NewService -Waterfall _ Agile
- Lecture 5 :
- ITIL Practice to Contribute to a New Service - 6 ITIL Practices
-
Section 6 : ITIL practices contribute to a value stream for user support
- Lecture 1 :
- Service Value System- Value Stream for User Support
- Lecture 2 :
- Value Stream for User Support -ITIL Practices
- Lecture 3 :
- Value Stream for User Support -ITIL Practices Service Desk
- Lecture 4 :
- Value Stream for User Support -ITIL Practices Incident Management
- Lecture 5 :
- Value Stream for User Support -ITIL Practices Problem _ Knowledge
- Lecture 6 :
- Value Stream for User Support -ITIL Practices SLM _ Monitoring
-
Section 7 : Coordinate,prioritize & structure work & activities to create deliver support
- Lecture 1 :
- Know how to Co-ordinate,Prioritize _ Structure Work - Managing Queue
- Lecture 2 :
- Know how to Co-ordinate,Prioritize _ Structure Work - Managing Queue _ Workl
- Lecture 3 :
- Know how to Co-ordinate,Prioritize _ Structure Work - Prioritizing Work
-
Section 8 : Understand the use and value of the following across the service value system
- Lecture 1 :
- Understand the Use and Value of SVS- Buy vs Build
- Lecture 2 :
- Understand the Use and Value of SVS-Sourcing
- Lecture 3 :
- Understand the Use and Value of SVS-SIAM
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