ITIL® Foundation V5培訓

1. Key Concepts of Digital Product and Service Management

• Definition of service management
• Value, outcomes, costs and risks
• Utility and warranty
• Products and services
• Digital products and services
• Service offerings
• Value co-creation
• Stakeholders and roles

2. Service Relationships

• Types of service relationships
• Service provision and consumption
• Service consumer roles
• Service quality and service level characteristics
• Service experience

3. The Four Dimensions of Service Management

• Organisations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

4. The ITIL Service Value System (SVS)

• Purpose of the SVS
• Components of the SVS
• Inputs and outputs
• Governance
• Continual improvement

5. ITIL Guiding Principles

• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimise and automate

6. The Service Value Chain

• Plan
• Improve
• Engage
• Design and transition
• Obtain or build
• Deliver and support

7. ITIL Management Practices

• Incident management
• Problem management
• Change enablement
• Service desk
• Service request management
• Service level management
• Monitoring and event management
• Continual improvement

8. Value Streams and Value Stream Mapping

• Definition of value streams
• Mapping value streams
• Identifying bottlenecks
• Optimising workflows

9. Continual Improvement

• Continual improvement model
• Measurement and metrics
• Improvement initiatives

10. ITIL and Other Frameworks

• Agile
• DevOps
• PRINCE2
• Lean