ITIL 4 Foundation

Je určen všem na pozici manažera vztahů se zákazníky. Získejte nejnovější znalosti a vypilujte si k dokonalosti techniky, které z vás udělají impozantního manažera vztahů se zákazníky.

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V kurzu ITIL 4 Foundation od TAYLLORCOX Masterclass vám ukážeme to nejlepší z metodiky pro vaši manažerskou roli a řešení typických úkolů s IT departmentem.

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První den

4 ITSM dimension

09:00 - 10:30
  • Partners and Suppliers
  • Organisations and People
  • Information and Technology
  • Value Streams and Processes

Coffee Break

10:30 - 10:45

ITIL Service Value Chain

10:45 - 12:15
  • Service Value Streams
  • Plan, Improve, Engage, Design, Transition, Obtain / Build, Deliver & Support

Lunch

12:15 - 13:15

Service Relationship

13:15 - 14:45
  • Service Offering
  • Service Provision, Consumption
  • Service Relationship Management

Coffee Break

14:45 - 15:00

Important ITIL terms

15:00 - 17:00
  • Availability, IT Asset
  • Configuration Item, Change
  • Event, Incident, Problem, Known Error
Druhý den

Key Concept of ITSM

09:00 - 10:30
  • Service, Customer / User
  • Creating value with Organisation
  • Service Management Utility / Warranty

Coffee Break

10:45 - 12:15

Key Concept of ITSM II.

10:45 - 12:15
  • Outcomes, Outputs, Cost, Risk
  • Service Offering, Service Provision
  • Service Relationship Management, Service Consumption

Lunch

12:15 - 13:15

Key Concept Value Creation

13:15 - 14:45
  • Cost, Value
  • Outcome, Output, Risk
  • Organisation, Utility, Warranty

Coffee Break

14:45 - 15:00

7 ITIL Guiding Principles

15:00 - 17:00
  • Focus on value
  • Start where you are
  • Optimise and automate
  • Think and work holistically
  • Keep it simple and practical
  • Collaborate and promote visibility
  • Progress iteratively with feedback
Třetí den

Purpose of key ITIL Practices

09:00 - 10:30
  • Information Security, Relationship, Supplier, Availability, Capacity & Performance, IT Asset Management

Coffee Break

10:30 - 10:45

Purpose of key ITIL Practices

10:45 - 12:15
  • Service Continuity, Monitoring & Event Management, Release & Service Configuration, Deployment

Lunch

12:15 - 13:15

Key Practices in Service Value Chain

13:15 - 14:45
  • Continual Improvement Model, Change Control, Incident & Problem Management, Service Request Management, Service Desk, Service Level

Coffee Break

14:45 - 15:00

ITIL 4 Foundation Exam Prep

15:00 - 17:00
Course Introduction
Module 1: Getting Started with PRINCE2
Module 2: Organization
Module 3: Business Case
Module 4: Risk
Module 5: Plans
Module 6: Quality
Module 7: Change
Module 8: Progress
Module 9: Starting up a Project
Module 10: Directing a Project
Module 11: Initiating a Project
Module 12: Controlling a Stage
Module 13: Managing Product Delivery
Module 14: Managing a Stage Boundary
Module 15: Closing a Project
Module 16: Additional Documents
Mock Exam 1
Mock Exam 2

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