Ditutup

Requirement for ITIL Trainer

Unit 1 - Introduction To ITIL  4  

Best Practice  

ITIL History  

ITIL Framework  

ITIL Service Value System  

The Four Dimensions Model  

Benefits of ITIL  

Unit 2 – ITIL Key Concepts 

In addition to the below, also include User, Customer, Service Level Management, Service Provision, Service Consumption 

Service  

Service Management  

Value  

Outputs Vs Outcomes  

Costs  

Risks  

Utility and Warranty  

Stakeholders  

Value Co-creation  

Products and Services  

Service Offerings  

Service Relationship 

Unit 3 – ITIL Guiding Principles 

The ITIL Guiding Principles  

Nature, Use and Interaction of the 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  

Optimize and automate  

Unit 4 – The Four Dimensions Of Service Management  

The Four Dimensions of Service Management  

Organization and People  

Information and Technology  

Partners and Suppliers  

Value Streams and Processes  

External Factors  

Unit 5 – Describe the interconnected nature of the service value chain and how this supports value streams 

The ITIL Service Value System  Service Value System Overview  

Service Value Chain  

Plan  

Improve  

Engage  

Design and Transition  

Obtain/Build  

Deliver and Support 

Unit 6 –  In addition to the below also Explain the following ITIL practices in detail, excluding how they fit within the service value chain:  

Overview of ITIL Practices:  

ITIL Management Practices  

Information Security Management  

Relationship Management  

a) Continual improvement including:   Supplier Management  

- The continual improvement model   IT Asset Management  

b) Change control  Monitoring and Event Management  

c) Incident management   Release Management  

d) Problem management    Service Configuration Management  

e) Service request management   Deployment Management  

f) Service desk  Change Enablement  

g) Service level management   Incident Management  

Problem Management  

Service Request Management  

Service Desk  

Service Level Management  

Continual Improvement   

Kemahiran: ITIL

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Tazzerfreelance

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