ITIL4 Specialist: Create, Deliver and Support

• Integrate different value streams and activities to create, deliver and support IT-enabled products and services
• Plan and build a service value stream to create, deliver, and support services
• Implement the relevant methods and tools for service performance, service quality, and improvement

این دوره پیش نیاز ضروری ندارد.

• مدیران فناوری اطلاعات
• مديران كسب و كارهاي فعال در حوزه فناوري اطلاعات
• مديران فناوري اطلاعات مشغول در حوزه هاي مديريت خدمات فناوري اطلاعات
• كليه علاقه مندان به آشنايي با مفاهيم ITSM و ITIL

• Service Value System to Create, deliver and Support Services
• Service Value System to Create Deliver and Support Services
• Organizational Structure
• Differences in Organizational Structure
• Roles and Competencies
• Professional IT and Service Management Skills and Competencies
• Professional ITSM Skills and Competencies Examples
• Generalist or T-Shaped Models
• Developing a Board Set of Competencies
• Workforce Planning Management
• Results-Based Measuring and Reporting
• Performance Measures
• Team Culture and Differences
• Importance of Cultural Fit
• Team Collaboration and Integration
• Guidelines for a Positive Team Culture
• Continual Improvement Culture
• Collaborative Culture
• Algorithmic and Heuristic Tasks
• Servant Leadership
• Customer-Oriented Mindset
• Customer Orientation
• Customer-Oriented Strategy
• The Value of Positive Communication
• Principle of Communication
• Integration and Data Sharing
• Integration Approaches
• Reporting and Advanced analytics
• Big Data
• Collaboration and Workflow
• Robotic Process Automation (RPA)
• RPA Technologies
• Artificial Intelligence AI
• Machine Learning
• CI/CD
• Goals and Value Measurement
• Aligning CI/CD with ITIL
• The Value of an Effective Information Model
• Automation of Service Management
• Value Streams to Create, Deliver and Support
• Value Streams to Create, Deliver, and Support Services
• ITIL Service Value Streams
• Value Streams and Organizations
• Value Stream Consideration – Part one
• Value Stream Considerations – Part Two
• Value Stream Considerations – Part Three
• Designing a Service value Stream
• Describing a Step of the Value Stream
• Value Stream Mapping
• Key Metrics for Analyzing a Value Stream
• Designing a Value Stream Using Littles Law
• Value Stream Models
• Development of a New Service
• Six key Steps of Journey from Demand
• Acknowledge and Document the Service Requirement
• Decide whether to Invest in the New Service
• Design and Architect the New Service to Meet Customer Requirements
• Obtain or Build Within the Service Value Chain
• Deploy Service Components in Preparation for Launch
• Release New Service to Customers and Users
• Upgrade and Restore a Live Service
• Seven Key Steps of Journey from Demand to value
• Acknowledge and Register the User Query
• Investigate the Query
• Obtain a Fix from the Specialist Team
• Deploy the Fix
• Verify That the Incident has Been Resolved
• Request Feedback from the User
• Identify Opportunities to Improve the Overall System
• Using Value Streams to Define a Minimum Viable Practice
• Create, Deliver & Support Services
• Create, Deliver & Support Services
• Managing Queues
• How to Prioritize Work
• Techniques to Prioritize Work – Part One
• Techniques to Prioritize Work – Part Two
• Swarming
• Challenges of Swarming
• Shift-Left Approach
• Build vs. Buy Considerations
• Defining Requirements for Service Components
• Selecting a Suitable Vendor
• Sourcing Models and Options
• Types of Sourcing Models
• Service Integration and Management
• Service Integration and Management Considerations

مدرس این دوره دکتر هومن تصدیقی می‌باشد.

ندارد.