Kode: IM-1102
Durasi : 2 hari
Description
ITIL® 4 Foundation adalah sertifikasi Information Technology Service Management (ITSM) tingkat dasar yang sesuai dan dan tersedia untuk profesional TI. Panduan ITIL yang baru diperbarui selanjutnya akan disebut ITIL 4 yang mencerminkan peran versi baru dalam mendukung individu dan organisasi selama Revolusi Industri Keempat.
Training ITIL 4 Foundation dirancang untuk memperkenalkan siswa pada manajemen layanan berkemampuan TI modern dan konsep utama dari service architecture. Kursus ini memberikan pemahaman kepada peserta didik tentang ITIL 4 termasuk, bahasa umum dan konsep utama, siklus hidup layanan, bagaimana tahapan life cycle dihubungkan, proses yang terlibat, dan praktik terbaik untuk meningkatkan pekerjaan baik pekerjaan individu maupun pekerjaan organisasi.
Setelah mengikuti training ini diharapkan peserta:
- Dapat menguasai Service Management termasuk, konsep umum, prinsip-prinsip utama, dan model proses ITIL 4, yang semuanya diperlukan untuk ujian ITIL Foundation
- Mengetahui bagaimana prinsip-prinsip ITIL dapat membantu individu untuk memahami dan menerapkan manajemen layanan di organisasinya
- Memahami cara menggunakan alat dan teknik ITIL untuk meningkatkan efisiensi dan pengalaman pelanggan
- Mengetahui tujuan dan istilah kunci dari 15 praktik ITIL
Target Audience
Sertifikasi ITIL Foundation adalah salah satu kualifikasi paling bernilai tinggi di resume setiap profesional ITSM. Kursus ITIL 4 Foundation paling cocok untuk:
- IT Managers/IT Architects
- System Administrators and Analysts
- Operations Manager, Database Administrators
- Process Owners, Practitioners
- Service Delivery Professional, Quality Analyst
Course Topics:
1 Introduction
1.1 IT service management in the modern world
1.2 About ITIL 4
1.3 The structure and benefits of the ITIL 4 framework
1.3.1 The ITIL SVS
1.3.2 The four dimensions model
2 Key concepts of service management
2.1 Value and value co-creation
2.1.1 Value co-creation
2.2 Organizations, service providers, service consumers, and other stakeholders
2.2.1 Service providers
2.2.2 Service consumers
2.2.3 Other stakeholders
2.3 Products and services
2.3.1 Configuring resources for value creation
2.3.2 Service offerings
2.4 Service relationships
2.4.1 The service relationship model
2.5 Value: outcomes, costs, and risks
2.5.1 Outcomes
2.5.2 Costs
2.5.3 Risks
2.5.4 Utility and warranty
2.6 Summary
3 The four dimensions of service management
3.1 Organizations and people
3.2 Information and technology
3.3 Partners and suppliers
3.4 Value streams and processes
3.4.1 Value streams for service management
3.4.2 Processes
3.5 External factors
3.6 Summary
4 The ITIL service value system
4.1 Service value system overview
4.2 Opportunity, demand, and value
4.3 The ITIL guiding principles
4.3.1 Focus on value
4.3.2 Start where you are
4.3.3 Progress iteratively with feedback
4.3.4 Collaborate and promote visibility
4.3.5 Think and work holistically
4.3.6 Keep it simple and practical
4.3.7 Optimize and automate
4.3.8 Principle interaction
4.4 Governance
4.4.1 Governing bodies and governance
4.4.2 Governance in the SVS
4.5 Service value chain
4.5.1 Plan
4.5.2 Improve
4.5.3 Engage
4.5.4 Design and transition
4.5.5 Obtain/build
4.5.6 Deliver and support
4.6 Continual improvement
4.6.1 Steps of the continual improvement model
4.6.2 Continual improvement and the guiding principles
4.7 Practices
4.8 Summary
5 ITIL management practices
5.1 General management practices
5.1.1 Architecture management
5.1.2 Continual improvement
5.1.3 Information security management
5.1.4 Knowledge management
5.1.5 Measurement and reporting
5.1.6 Organizational change management
5.1.7 Portfolio management
5.1.8 Project management
5.1.9 Relationship management
5.1.10 Risk management
5.1.11 Service financial management
5.1.12 Strategy management
5.1.13 Supplier management
5.1.14 Workforce and talent management
5.2 Service management practices
5.2.1 Availability management
5.2.2 Business analysis
5.2.3 Capacity and performance management
5.2.4 Change control
5.2.5 Incident management
5.2.6 IT asset management
5.2.7 Monitoring and event management
5.2.8 Problem management
5.2.9 Release management
5.2.10 Service catalogue management
5.2.11 Service configuration management
5.2.12 Service continuity management
5.2.13 Service design
5.2.14 Service desk
5.2.15 Service level management
5.2.16 Service request management
5.2.17 Service validation and testing
5.3 Technical management practices
5.3.1 Deployment management
5.3.2 Infrastructure and platform management
5.3.3 Software development and management