Students will be introduced to basic concepts used in IT service management. Students will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.
PŘEDPOKLADY Using Microsoft Windows 8.1
CompTIA IT Fundamentals
End-user level computer and networking skills are required. Some level of work experience in IT service support or IT service delivery is highly recommended. Nahoru TÉMATA KURZU At the end of this course, students will be able to: - Describe the history and basic concepts of ITIL. - Describe Continual Service Improvement in the IT Service Lifecycle. - Describe Service Operation in the IT Service Lifecycle. - Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle. - Describe Service Transition in the IT Service Lifecycle. - Describe Service Design in the IT Service Lifecycle. - Describe Service Strategy in the IT Service Lifecycle.
Nahoru OSNOVA KURZU 1 - INTRODUCTION TO ITIL ITIL Basics The Service Lifecycle
2 - CONTINUAL SERVICE IMPROVEMENT Purpose, Objectives, and Scope of CSI CSI Principles
3 - SERVICE OPERATION Basic Concepts of Service Operation The Event Management Process The Incident Management Process The Problem Management Process The Request Fulfillment Process The Access Management Process
4 - SERVICE OPERATION FUNCTIONS The Service Desk Function The Technical Management Function The IT Operations Management Function The Application Management Function
5 - THE SERVICE DESK FUNCTION Basic Concepts of Service Transition The Change Management Process The SACM Process The Release and Deployment Management Process The Knowledge Management Process
6 - SERVICE DESIGN Basic Concepts of Service Design The Service Level Management Process The Service Catalog Management Process The Availability Management Process The Capacity Management Process The Information Security Management Process IT Service Continuity Management The Supplier Management Process
7 - SERVICE STRATEGY Basic Concepts of the Service Strategy Phase The Financial Management Process The Service Portfolio Management Process The Demand Management Process The Business Relationship Management Process
8 - NOTE ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Aktuální osnova kurzu se může lišit v závislosti na pobočce, která ho nabízí. Více informací vám poskytnou naši obchodní zástupci. Nahoru Included Course Resources Learn TosVideo Spotlights Watch short video clips of courseware material to further your training, help with retention or test your skills. AssessmentAssessments Stay on track! Quiz yourself for comprehension of course material before or after class. eCoursewareeCourseware As a New Horizons student, you will have access to the latest version of the course content. ChecklistCheck Lists Quick reference for use while completing class activities, on the job, or studying for an exam. CollaborateCollaborate Instantly connect with other New Horizons students to discuss class content. MobileMobile Extend your classroom experience! Access key course content anytime, anywhere - right on your mobile device. SOUVISEJÍCÍ Související kurzy ITIL® Expert: Managing Across the Lifecycle (MALC) (2011 Edition) ITIL® Intermediate Capabilities: Operational Support & Analysis (2011 Edition) ITIL® Intermediate Capabilities: Planning, Protection, & Optimization (2011 Edition) ITIL® Intermediate Capabilities: Release, Control & Validation (2011 Edition) ITIL® Intermediate Capabilities: Service Offerings & Agreements (2011 Edition) ITIL® Intermediate Lifecycle: Continual Service Improvement (2011 Edition) ITIL® Intermediate Lifecycle: Service Operations (2011 Edition) ITIL® Intermediate Lifecycle: Service Design (2011 Edition) ITIL® Intermediate Lifecycle: Service Strategy (2011 Edition) ITIL® Intermediate Lifecycle: Service Transition (2011 Edition)
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