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行业动态 【资策会】ITIL Expert:MALC高阶认证班
资策会 本新闻稿发布于2017/04/18,由发布之企业承担内容之立场与责任,与本站无关

课程中,学员可学到服务生命周期的整体观念、与利害关系人的沟通及管理,以及如何集成服务管理流程于整个服务生命周期,进而推动并改善组织之服务管理的能力。课程结束后,学员可取得参加 ITIL® Managing Across the Lifecycle 认证考试的资格,并将辅导学员通过认证考试(通过考试者可取得 ITIL® 的 5 点积分,并取得 ITIL® Expert 资格)。

 
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• Key concepts of the service lifecycle
o Managing services and service management
o The service lifecycle
o Service value across the different stages of the service lifecycle
o Other key concepts
• Communication and stakeholder management
o Co-ordination of business relationship management across the service lifecycle, and the role of business relationship management in communication
o Stakeholder management and communication
o The value of good communication and ensuring its flow across the service lifecycle
• Integrating service management processes across the service lifecycle
o The integration of service management processes through the service lifecycle
o The impact of service strategy on other service lifecycle stages
o The value of a service lifecycle perspective when designing service solutions
o The inputs and outputs of processes and stages in the service lifecycle
o The value to business and the interfaces of all processes in the ITIL service lifecycle.
• Managing services across the service lifecycle
o Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them
o How the service design package provides a link between service design, service transition and service operation
o Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages
o Implementing and improving services, using key sources of information for identifying the need for improvement
o The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle
• Governance and organization
o Governance
o Organizational structure, skills and competence
o Service provider types and service strategies
• Measurement
o Measuring and demonstrating business value
o Determining and using metrics
o Design and development of measurement frameworks and methods
o Monitoring and control systems
o Use of event management tools to increase visibility of the infrastructure and IT service delivery
• Implementing and improving service management capability
o Implementing service management
o Assessing service management
o Improving service management
o Key considerations for the implementation and improvement of both the service management practice and the services themselves
o Key considerations when planning and implementing service management technologies

*课程执行单位保留调整课程内容、日程与讲师之权利

【课程网址】http://www.iiiedu.org.tw/ites/ITV3MLC.htm
【相关课程】http://www.iiiedu.org.tw/ites/portal/MA.htm

- 新闻稿有效日期,至2017/05/19为止


联络人 :张先生
联络电话:(02)6631-6539
电子邮件:alanchang@iii.org.tw

上一篇:【资策会】ITIL:计划、保护与最佳化(PP&O)认证班(台北7/1)
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