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ITIL®4 Strategist：Direct, Plan & Improve
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ITIL®4 Strategist：指引、計畫與改善
課程代碼
SP-ITIL4DPI
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，您將了解如何由制定有效戰略方針來協助組織在 IT 服務管理上持續學習和改善，透過理論、實踐範例並帶入敏捷方法學員將了解如何從指引、計劃和改善三個面向來進行工作管理以持續改善 IT 服務流程。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，您將了解如何由制定有效戰略方針來協助組織在 IT 服務管理上持續學習和改善，透過理論、實踐範例並帶入敏捷方法學員將了解如何從指引、計劃和改善三個面向來進行工作管理以持續改善 IT 服務流程。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 the key concepts of Direct, Plan and Improve
- Understand the scope, principles and methods of what to be directed and planned
- Understand the role of GRC and how to integrate the principles and methods into the service value system
- Understand and know how to use the key principles and methods of continual improvement, organizational change management, communication, measurement and reporting
- Understand and know how to direct, plan and improve value streams
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 of all levels involved in shaping direction and strategy or developing a continually improving team
- 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
Key Concepts of Direct, Plan and Improve
Key Principles and Methods of Directions and Planning
Role of GRC and integration of principles and methods to the Service Value System
Use key principles and methods of continual improvements
Use key principles and methods of communication, organizational change management, methods of measurement and reporting to direct, plan and improve
Understand and know how to direct, plan and improve value streams
- Direction and Planning
- Improvement
- Operating Models
- Methods
- Risks and Scope of Control
- Vision and Mission
- Strategy, Tactics and Operations
- Governance, Compliance and Management
- Policies, Control and Guidelines
- Value, Outcomes, Cost and Risk
Key Principles and Methods of Directions and Planning
- Cascade Goals and Requirements
- Define effective policies, control and guidelines
- Placing decision making at the correct level
Role of GRC and integration of principles and methods to the Service Value System
- Role of risk and risk management
- Impact of governance on DPI
- Controls
Use key principles and methods of continual improvements
- Use the ITIL Continual Improvement model for the service value system
- Identify assessment, objectives, outputs, requirements and criteria
- Selecting an assessment method
- Define and prioritize desired outcomes
- Build and advocate a business case
- Embedding continual improvement at all levels
Use key principles and methods of communication, organizational change management, methods of measurement and reporting to direct, plan and improve
- Nature, scope an benefits of organizational change management
- Identify and manage different stakeholders
- Effective communication and feedback
- Establish effective interface across the value chain
- Define metrics and indicators to support objectives
Understand and know how to direct, plan and improve value streams
- Difference between practices and value streams
- Addressing the 4 dimensions of service management
- Applying ITI guiding principles
- Value stream mapping
- Optimizing workflow
- Minimizing waste
- Ensuring and utilizing feedback
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
