Descrição:
Master the industry practices in service management as documented in the ITIL Service Design publication.
INTRODUÇÃO
The course of ITIL® SERVICE DESIGN presents the topics, basic concepts, processes, functions, activities, challenges, benefits and key indicators of performance presented through the service lifecycle based on best practices presented on ITIL framework. This course is structured to 3 (three) days of duration, total of 21 (twenty one) hours, with the trainees and the trainer on a classroom, including exercises and quizzes along the course, and a mock exam on the last day. The course is prepared to fulfill the needs of professionals which want to acquire knowledge in the Service Operation Lifecycle in the ITIL framework, and certify themselves on SERVICE DESIGN, intermediate level. Upon successful completion of the examination the candidate will be rewarded with the Service Design qualification and the attributed 3 credits that can be used to achieve the ITIL Expert Level.
METEDOLOGIA
The training is delivered in a classroom training model and through:
- Presentation of the subjects, content and group discussions;
- Exercises and quizzes along the course;
- Mock/Simulation exam as preparation for the completion of the certification exam;
The methodology of training, as regards the presentation of content, is part of the lecture method, and the exercises and assignments, in this case the exercises, quizzes and exam simulation, falls within the active method, in which the individual activity or group is in engine itself individual reflection, discussion, development of critical thinking, self-assessment and consequently learning.
Conteúdos:
- Course Introduction
- Introduction to Service Design (SD)
- Service Design Principles
- Service Design Processes
- SD Technology related activities
- Organizing for SD
- Technology Considerations
- Implementation and improvement of SD
- Challenges, CSFs and Risks
- Summary, exam prep and directed studies
Requisitos:
Candidates wishing to attend this course and to be examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.
Destinatários:
- Chief information officers
- ITSM trainers
- Individuals who require a detailed understanding of the ITIL service design
- IT professionals
- Individuals who have attained the ITIL Foundation Certificate
- Individuals seeking the ITIL Expert Certificate
- Individuals seeking progress toward the ITIL Master Certificate
Objectivos:
- Introduction to Service Design
- Service Design principles
- Service Design processes
- Service Design Technology related activities
- Organizing for Service Design
- Technology considerations
- Implementation and improvement of Service Design
- Challenges, critical success factors and risksSummary, Exam preparation and directed studies
Observações:
The course includes a detailed student courseware book, with checkpoints & Sample Mock Exams.After successfully pass the exam, the student will earn 3 ITIL Expert Credits
Escola: Behaviour, Lda
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