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產業動態 【資策會】ITIL Expert:MALC高階認證班
資策會 本新聞稿發佈於2017/04/18,由發布之企業承擔內容之立場與責任,與本站無關

課程中,學員可學到服務生命週期的整體觀念、與利害關係人的溝通及管理,以及如何整合服務管理流程於整個服務生命週期,進而推動並改善組織之服務管理的能力。課程結束後,學員可取得參加 ITIL® Managing Across the Lifecycle 認證考試的資格,並將輔導學員通過認證考試(通過考試者可取得 ITIL® 的 5 點積分,並取得 ITIL® Expert 資格)。

 
■ 發布/輪播新聞稿 新聞稿直達14萬電子報訂戶刊登新聞稿:按此 想在你的Blog上輪播產業動態按此
 


• 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

*課程執行單位保留調整課程內容、日程與講師之權利

【課程網址】http://www.iiiedu.org.tw/ites/ITV3MLC.htm
【相關課程】http://www.iiiedu.org.tw/ites/portal/MA.htm

- 新聞稿有效日期,至2017/05/19為止


聯絡人 :張先生
聯絡電話:(02)6631-6539
電子郵件:alanchang@iii.org.tw

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