Topics
Diğer Eğitimler

Topics:

  • Understand the concepts and challenges relating to the following across the service value system:

    • Organisational structure

    • Integrated/collaborative teams

    • Team capabilities, roles, competencies

    • Team culture and differences

    • Working to a customer-orientated mindset

    • Employee satisfaction management

    • The value of positive communications

  •  Understand how to use a ‘shift left’ approach

  • Know how to plan and manage resources in the service value system:

    • Team collaboration and integration

    • Workforce planning

    • Results based measuring and reporting

    • The culture of continual improvement

  • Understand the use and value of information and technology across the service value system:

    • Integrated service management toolsets

    • Integration and data sharing

    • Reporting and advanced analytics

    • Collaboration and workflow

    • Robotic process automation (RPA)

    • Artificial intelligence and machine learning

    • Continuous integration and delivery/deployment (CI/CD)

    • Information models

  • Know how to use a value stream to design, develop and transition new services

  • Know how the following ITIL practices contribute to a value stream for a new service:

    • Service design

    • Software development and Management

    • Deployment management

    • Release management

    • Service Validation and testing

    • Change Enablement

  • Know how to use a value stream to provide user support

  • Know how the following ITIL practices contribute to a value stream for user support:

    • Service desk

    • Incident management

    • Problem management

    • Knowledge management

    • Service level management

    • Monitoring and event management

  • Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:

    • Managing queues and backlogs

    • Prioritizing work

  • Understand the use and value of the following across the service value system:

    • Buy vs build considerations

    • Sourcing options

    • Service integration and management (SIAM)