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コース概要
Module 1 – ITSM Fundamentals and ITIL 4
- Key Concepts for Service Management
- ITIL 4 Structure
Module 2 – Practices Focused on Service Design and Architecture
- Service Portfolio and Service Catalog
- Project Management
- Service Level Management
- Demand, Capacity and Availability Management
- Information Security Management
- ICT Service Continuity Management
Module 3 – Practices Focused on Service Delivery and Sustainability
- Configuration and Asset Management Service
- Service Requests
- Incident Management
- Problem and Knowledge Management
- Change Management
Module 4 – Case Study and Practical Application
- Analysis of real scenarios
- Simulations of application of learned concepts
Summary and Next Steps
要求
- Basic understanding of IT systems and operations
- Familiarity with service management concepts
- Experience working in an IT environment
Audience
- IT professionals
- ICT service managers
14 時間
