Who is the course for
The course is designed for all those, who are to some extent responsible for
the use, creation and optimization of IT processes. The minimum requirement is
completion of the course ITIL Foundation.
What we teach you
The course objectives are:
- Understand the principles of implementation and improvement of providing
of IT services
- Understand the factors of implementing and improvement of providing of IT
service
- Understand the importance of the "non-technical" aspects
- Learn to work with the "non-technical" aspects
Course Benefits include:
- Hands-on deepening of knowledge concerning providing of IT services
- Expansion of tools for implementing and improving of IT services providing
- Increase the likelihood of successful and practical implementation IT
services providing
Teaching materials
Printed presentation of the course and the official manual ITIL
Practitioner.
Course outline
Introduction
IT services Providing
- Principles of IT services providing
- Reasons for the IT services providing
- Adaptation of IT services providing
Constant improvement
- The importance of continuous improvement
- Tools of continuous improvement
- Application of continuous improvement
Metrics and Measurement
- Definition of Critical Success Factors (CSF)
- Definition of Key Performance Identifiers (KPI)
- Analysis of the CSF and KPI
- Applications of metrics and measurements
Effective communication
- The importance of effective communication
- Tools of effective communication
- Application of effective communication
Organizational change
- The importance of organizational changes
- Tools of organizational changes
- Application of organizational changes
ITIL® is a registered trade mark of AXELOS Limited, used under permission of
AXELOS Limited.