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Learn how to adopt and adapt the key practices for successful service operation and delivering and supporting digital product and services.
As businesses embrace digital workflows and AI, the pressure on core IT operations is enormous. Deliver highly reliable and available service. Make routine service requests easy; for customers, and for IT support teams. Enable effective collaboration and communication, and prevent disruptions before they occur…or at least minimize impact when they do occur. Rigorous IT Operations practices are essential to business competitiveness!
Learn how to build and improve your operations practices in this intensive course. This 3-day course covers in detail the key concepts, principles, value, and challenges of five ITIL® (Version 5) management practices.
• Incident Management
• Service Desk
• Service Request Management
• Problem Management
• Monitoring and Event Management
It is intended to provide candidates with best practice guidance at both strategic and operational levels in order to maximize value from each practice. Participants will explore the key principles and practices of ITIL (Version 5) in the context of monitoring, supporting, and fulfilling IT services.
They will learn how to
- Integrate ITIL practices into customer value streams
- Leverage the necessary underpinning processes
- Establish the knowledge, skills, and experience needs for different job roles
- Ensure effective information flow and the use of underpinning tools and technologies
- Ensure proper integration of suppliers and partners
- Establish their existing practice maturity and establish a roadmap for improving your organization’s practices
• Define the key concepts, principles, value and challenges of ITIL (Version 5)’s five management practices
• Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
• Integrate the practices in the organization’s value streams
• Understand the interfaces and synergies across these five practices
• Apply metrics and practice success factors to improve performance
• Measure, assess and develop the capability of the various practices covered by using the ITIL Maturity Model.
• ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL (Version 5)
• ITSM practitioners that seek to validate their skills and knowledge in establishing effective cross-practice collaboration and value streams
• Individuals who are pursuing the ITIL Practice Manager and/or Master designation
Candidates must hold the ITIL 4 or ITIL (Version5) Foundation certificate
View outline in Word
Attend hands-on, instructor-led ITIL® Monitor, Support and Fulfill training classes at ONLC's nationwide locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.
For additional training options, check out our list of Courses and select the one that's right for you.
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