Энэ сургалт танд мэдээллийн технологийн сервис удирдлагын бүтэц, зохион байгуулалт, зарчимын тухай тодорхой мэдлэгийг олгох юм.

Суралцагсдад тавигдах шаардлага: 18 дээш насны анхан шатны мэдлэгтэй хүмүүст зориулсан.

Сургалтын үргэлжлэх хугацаа: 3 өдөр /24 цаг/

Сургалтын төлбөр: Онлайн сургалт 2,300,000₮, танхимын сургалт 2,800,000₮

Сургалтын хэл: Англи

Шалгалтын төлбөр: 350$

Сургалтын агуулга:

DAY-1

Module 1: Course Introduction

Course Overview

Course Learning Objectives

Course Structure

Introduction to IT Service Management in the Modern World

Structure and Benefits of ITIL 4

Case Study: Axle Car Hire

Exam Details

Module 2: Service Management: Key Concepts     

Intent and Context

Value and Value Co-Creation

Value: Services, Products, and Resources

Service Relationships

Value: Outcomes, Costs and Risks

Module 3: The Guiding Principles

Identifying Guiding Principles

Topics Covered

The Seven Guiding Principles

Applying the Guiding Principles

DAY 2:

Module 4: The Four Dimensions of Service Management    

The Four Dimensions

Organizations and People

Information and Technology

Partners and Suppliers

Value Streams and Processes

External Factors and the Pestle Model

Module 5: Service Value System  

Overview of Service Value System

Overview of the Service Value Chain

Module 6: Continual Improvement

Introduction to Continual Improvement

The Continual Improvement Model

Relationship between Continual Improvement and Guiding Principles

Module 7: Overview of ITIL Practices

Purpose of ITIL Practices

The Continual Improvement Practice

The Change Control Practice

The Incident Management Practice

The Problem Management Practice

The Service Request Management Practice

The Service Desk Practice

The Service Level Management Practice

DAY 3

REVISION & EXAM DAY