ITP ITL9320CL
ITIL® 4 Foundation Course

da
600.00 €

2 giorni

Quali sono gli orari dei corsi?
I corsi in aula fisica e virtuale si svolgono dalle 9:00 alle 17:00. Nei corsi di durata pari a 5 gg. l’ultimo giorno (venerdì) si termina alle 13:00. L’intervallo per il pranzo è previsto dalle 13.00 alle 14.00. I corsi E-learning non sono soggetti ad oriario

COD: N/A Categorie: , ,

Descrizione del corso

Questo corso di 2 giorni è la preparazione ideale per l’esame ITIL® 4 Foundation.

L’obiettivo principale è quello di aiutare i partecipanti a comprendere i concetti chiave del service management e del framework ITIL, nonchè di supportarli nella preparazione dell’esame di certificazione.

Contenuti del corso

Module 1: Course Introduction
Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Structure and Benefits of ITIL 4
Exam Details
ITIL 4 Certification Scheme
Module 2: Service Management: Key Concepts
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Value and Value Co-Creation
Value: Service, Products, and Resources
Service Relationships
Value: Outcomes, Costs, and Risks
Module 3: The Guiding Principles
Intent and Context
Identifying Guiding Principles
Key Terms Covered in the Module
Module Learning Objectives
The Seven Guiding Principles
Applying the Guiding Principles
Module 4: The Four Dimensions of Service Management
Intent and Context
The Four Dimensions
Key Terms Covered in the Module
The Four Dimensions and Service Value System
Module Learning Objectives
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors and Pestle Model
Module 5: Service Value System
Intent and Context
Service Value System and Service Value Chain
Module Learning Objectives
Overview of Service Value System
Overview of the Service Value Chain
Module 6: Continual Improvement
Intent and Context
Key Terms Covered in the Module
Introduction to Continual Improvement
Module Learning Objectives
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Module 7: The ITIL Practices
Intent and Context
ITIL Management Practices
Key Terms Covered in the Module
Module Learning Objectives
The Continual Improvement Practice
The Change Control Practice
The Incident Management Practice
The Problem Management Practice
The Service Request Management Practice
The Service Desk Practice
The Service Level Management Practice
Purpose of ITIL Practices

Partecipanti

Il corso si rivolge a:

  • IT Management
  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators

Prerequisiti

Per partecipare con profitto a questo corso non sono necessari prerequisiti. Può essere utile avere familiarità con i processi di IT Service Delivery.

Obiettivi

Al termine del corso gli allievi saranno in grado di:

  • Identify the key principles and concepts of IT Service Management.
  • Identify the benefits of implementing ITIL in an organization.
  • Identify Service Management processes and understand how they map to the Service Lifecycle.
  • Identify the basic concepts and definitions related to the Service Lifecycle.
  • Identify the activities and roles involved with the Service Lifecycle.
  • Identify the relationships among the components of the Service Lifecycle and understand how they map to other components.
  • Identify the factors that affect the effectiveness of the Service Lifecycle.

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Questo corso non prevede materiale didattico di riferimento.

Gli allievi che desiderassero usufruire di documentazione supplementare possono fare riferimento alla seguente lista:

  • Service Strategy – ISBN: 9780113313044
  • Service Design – ISBN: 9780113313051
  • Service Transition – ISBN: 9780113313068
  • Service Operation – ISBN: 9780113313075
  • Continual Service Improvement – ISBN: 9780113313082
  • Lifecycle Publication Suite – ISBN: 978011331323

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