Introduction à la gestion des services avec ITIL 4
IT Service Management aide toutes les organisations, quel que soit leur industrie ou leur secteur d’activité, à fournir leurs services informatiques en utilisant les méthodes les plus efficaces et les plus économiques. Le cadre ITIL® se concentre sur les meilleures pratiques de gestion des services informatiques et sur l’efficacité des opérations, et est utilisé dans les organisations gouvernementales, commerciales et à but non lucratif.
Ce cours fournit une introduction à la gestion des services et couvre les concepts de base de la création de valeur, des offres de services, des relations de service, de l’obtention de résultats, de la gestion des coûts, de l’atténuation des risques et de la mesure de l’utilité et de la garantie d’un service donné.
En prime gratuite, il existe également un section complète du cours consacrée au nouvel examen de certification ITIL 4 Foundation , qui est la certification de niveau d’entrée dans le cadre ITIL et offre un aperçu exceptionnel de ITIL. En obtenant votre certification ITIL 4 Foundation, vous montrez aux employeurs que vous comprenez les éléments clés, les concepts et la terminologie utilisés dans ITIL, y compris la façon dont les opérations se déplacent entre chaque activité et processus pour créer de la valeur dans le système de valeur de service, et leur globalité. contribution aux meilleures pratiques de gestion des services.
Veuillez noter que ce cours ne remplace PAS le manuel complet et NE couvre PAS l’ensemble des objectifs de l’examen ITIL 4 Foundation en profondeur. Ce cours est conçu pour vous introduire aux concepts de gestion des services et à un cadre de meilleures pratiques ITSM afin que vous puissiez déterminer si étudier pour la certification ITIL 4 Foundation est fait pour vous.
À la fin de ce cours, vous gagnerez 2 CEU pour le renouvellement de votre CompTIA A+, Network+, Security+, Linux+, Certifications Cloud+, PenTest+, CySA+ ou CASP+.
Le cours sur cette page est proposé par Dion Training Solutions, LLC, un ATO d’AXELOS Limited. ITIL, ITIL Foundation et le logo Swirl sont des marques déposées d’AXELOS Limited. Tous les droits sont réservés.
Introduction
This lesson consists of a brief overview of the course, an introduction to your instructor, and how to use the most important features in this course.
This lesson provides you with the ability to download the Study Guide for this course.
This lesson discusses ITIL and the fourth industrial revolution.
This lesson discusses what a service organization is and how your company might be one.
This quiz will test your knowledge of the topics covered in this section of the course.
Service Management
This lesson provides an overview of this section of the course, including the generalized concepts of service management and the concepts of outcomes, risks, utility, and warranty, to help build a solid foundation before we move into the specific ITIL 4 concepts covered throughout the rest of this course.
This lesson discusses the concept of Value in service management, and how value is created through the consumer/supplier relationship.
This lesson discusses the roles an organization and people within them can assume, such as the service provider, consumer, user, customer, and sponsor.
This lesson discusses the concepts of services and products within ITIL 4.
This lesson will discuss the concept of a service offering and how it is associated with the products and services in an organization.
This lesson focuses on the concept of service relationships and the service relationship model.
This lesson discusses the concept of an outcome and how it is used to balance the risk and the value for a consumer.
This lesson discusses the concept of costs, how they are reduced by a service provider, and shared by a consumer.
This lesson discusses the four ways to deal with risk in a service.
This lesson compares and contrasts utility and warranty.
This quiz will test your knowledge of the topics covered in this section of the course.
The Basics of ITIL 4 (BONUS SECTION)
This lesson discusses the four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
This lesson discusses a model representing how all the components and activities of an organization work together to facilitate value creation.
This lesson discusses the recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
This lesson discusses the concept of the service value chain.
This lesson discusses the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
This is an introduction to the 34 practices spread across three categories of management practices.
In this lesson, we will walk through a scenario to demonstrate how all of these practices and activities work together in the real world.
This quiz will test your knowledge of the topics covered in this section of the course.
Practice Exam
This lesson discusses the ITIL 4 Foundation exam, including what type of questions to expect, and how to best study for it.
This quiz provides some examples of classic multiple-choice questions.
This quiz provides some examples of missing word questions.
This quiz provides some examples of list questions.
Conclusion
This lesson discusses the ITIL certification path upwards from ITIL 4 Foundation into ITIL Managing Professional, ITIL Strategic Leader, and ITIL Master.
In this lesson, you will receive a final conclusion and summary of the course.
