ITIL >> 課程介紹
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ITIL®4 Managing Professional Transition
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ITIL®4 管理專家轉證課程
課程代碼
SP-ITIL4MPT
課程天數
5 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，全面介紹了與 ITIL4 服務價值體系相關的學習要點和知識，橋接起 ITIL v3 的服務生命週期與 ITIL4 的服務價值系統，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，全面介紹了與 ITIL4 服務價值體系相關的學習要點和知識，橋接起 ITIL v3 的服務生命週期與 ITIL4 的服務價值系統，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 and map differences between ITILV3 and ITIL4 models
- Understand the Service Value System and it’s constituent components
- Learn key concepts associated with ITIL4
- Practice exams and guided examination preparation from experienced educators and consultants
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 management level or ITSM leaders and practitioners who met the certification prerequisites and seek to learn, understand and apply ITIL4
- Individuals who seek the ITIL Managing Professional designation through this bridging programme.
前備知識
Candidates must already have already achieved ITIL Expert status or attain at least 17 ITILV3 credits to sit the certification examination.
課程大綱
ITIL4 Basics
- Understand key concepts of Service Management
- How ITIL Guiding Principles can be used to adopt and adapt ITSM in organizations
- Understand the Four Dimensions of Service Management
- ITIL Service Value System – Purpose and Components
- Service Value Chain and how the activities interconnect
- Plan and build a Service Value Stream (SVS)
- Relevant ITIL Practices supporting the services and value streams
- Know how to create, deliver and support services through prioritization and managing queues and backlogs
- Understanding and designing customer journeys
- Fostering stakeholder relationships
- Shaping demand and defining service offerings
- Onboarding and offboarding customers and users
- Ensuring continual value creation
- Know how to realize and validate service value
- Understanding high-velocity concepts and nature of the digital enterprise
- Understand the digital product lifecycle and the ITIL operating model
- ITIL Guiding Principles and how they shape high-velocity IT
- Models for high-velocity such as Ethics, Lean, Toyota Kata, Design Thinking, Complexity Thinking
- Understand scope of what to be directed and using key principles and methods for direction and planning
- Understanding the role of GRC (Governance, Risk and Compliance) and how to integrate principles into the SVS
- Key methods of communication and Organizational Change Management to direct, plan and improve
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
