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ITIL®4 Specialist：Create,Deliver and Support
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ITIL®4 Specialist：創建、交付與支持
課程代碼
SP-ITIL4CDS
課程天數
3 天
課程概要
IT 基礎架構庫 (Information Technology Infrastructure Library, ITIL) 是用來管理與 IT 的架構設計、研發和操作有關的一整套概念。ITIL 框架已被全球許多組織和數百萬專業人士採用，主要精神為和諧推動及持續改善 IT 服務，將服務對象視為客戶，強調 End-to-End 從需求發動到轉換為價值的整體服務。最新版的 ITIL 4 並包括有關如何在 IT 服務管理領域應用諸如 Agile、DevOps 和 Lean 之類的技術的建議。
本課程內容為最新 ITIL4 框架，您將學習如何整合不同的服務價值流程和活動，以創建、交付和支持 IT 服務，同時也將介紹相關的實踐、理論方法和工具來進行工作管理以持續改善 IT 服務流程。學員也將了解團隊協作、整合和組織文化對於服務價值流程成功與否的重要性。透過講師領導的互動課程 IT 技術人員、 IT 服務管理人員以及正在尋求創新並為企業帶來最大價值的現代 IT 組織領導者將能夠在數位轉型過程中為他們的組織提供支持，幫助組織實現價值。
本課程內容為最新 ITIL4 框架，您將學習如何整合不同的服務價值流程和活動，以創建、交付和支持 IT 服務，同時也將介紹相關的實踐、理論方法和工具來進行工作管理以持續改善 IT 服務流程。學員也將了解團隊協作、整合和組織文化對於服務價值流程成功與否的重要性。透過講師領導的互動課程 IT 技術人員、 IT 服務管理人員以及正在尋求創新並為企業帶來最大價值的現代 IT 組織領導者將能夠在數位轉型過程中為他們的組織提供支持，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 how to plan and build a value stream to create, deliver and support services
- Know how ITIL practices contribute to create, deliver and support across the value streams
- Know how to create, deliver and support services
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:
- ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
- ITSM practitioners managing the operation of IT-enabled & digitalproducts and services, and those responsible for the end-to-end delivery
- Individuals who are pursuing the ITIL Managing Professional designation
前備知識
Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.
課程大綱
Plan and Build a Service Value Stream
2. Software development and management
3. Deployment management
4. Release management
5. Service validation and testing
6. Change enablement
ITIL Practices and the Service Value Streams (Continued)
2. Incident Management
3. Problem Management
4. Knowledge Management
5. Service Level Management
6. Monitoring and Event
7. Management
Create, Deliver and Support Services
- Organisational structures
- Integrated/collaborative teams
- Team roles and competencies
- Team culture and differences
- Customer-oriented mindset
- Employee satisfaction management
- Value of positive communications
- Understand and use the shiftleft approach
- Team collaboration and integrations
- Workforce planning
- Results-based measuring and reporting
- Culture of Continual Improvement
- Integrated Service Management Toolsets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation, AI and machine learning
- CI/CD
- Information Models
- Value Stream Model 1: Value stream to design, develop and transition new services and the contribution of specific practices to the value stream
2. Software development and management
3. Deployment management
4. Release management
5. Service validation and testing
6. Change enablement
ITIL Practices and the Service Value Streams (Continued)
- Value Stream Model 2: Value stream to provide user support and the contribution of specific practices to the value stream
2. Incident Management
3. Problem Management
4. Knowledge Management
5. Service Level Management
6. Monitoring and Event
7. Management
Create, Deliver and Support Services
- Coordinate, prioritize and structure work and activities
- Managing queues and backlogs
- Buy vs Build Considerations
- Sourcing Options
- Service Integration and Management (SIAM)
備註
- 本課程符合 PMI®國際專案管理學會 PDU 專業學分，請自行上網登錄
