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Course Details
Course Details
What You'll Learn
Topic 1: Key Concepts of Service Management
Value and Value Co-Creation
Organizations, Service providers, Service consumers, and other stakeholders
Products and Services
Service Relationships
Outcomes, Costs, Risks, and Utility & Warranty
Topic 2: ITIL 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
Topic 3: The Four Dimensions of Service Management
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
Topic 4 The Service Value System
ITIL service value system
Plan
Improve
Engage
Design & transition
Obtain/build
Deliver & support
Topic 5: ITIL Practices
ITIL Practices
Continual improvement
Change enablement
Incident management
Problem management
Service request management
Service desk
Service level management
Course Info
PeopleCert Exam Voucher
1: Visit https://www.peoplecert.org/
2: Create your PeopleCert Account. If you already have one, please sign in.
3: Enter the PeopleCert Voucher Code provided to you. Access your eBook in the My eBooks tab and Schedule your Exam in the Overview tab.
4: Access your training in My Trainings tab.
Promotion Code
Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.
Minimum Entry Requirement
Knowledge and Skills
- Able to operate using computer functions
- Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
- Positive Learning Attitude
- Enthusiastic Learner
Experience
- Minimum of 1 year of working experience.
Target Age Group: 18-65 years old
Minimum Software/Hardware Requirement
Software:
TBD
Hardware: Window or Mac Laptops
Job Roles
Job Roles
- IT Service Manager
- ITIL Consultant
- IT Project Manager
- IT Operations Manager
- Service Desk Analyst
- Change Manager
- Incident Manager
- Problem Manager
- IT Quality Analyst
- IT Compliance Officer
- IT Governance Specialist
- Configuration Manager
- IT Risk Manager
- Business Continuity Manager
- Service Level Manager
- IT Auditor
- Process Improvement Specialist
- IT Infrastructure Manager
- IT Support Technician
- IT Resource Planning Analyst
Trainers
Trainers
Saeid is co-founder of Skymics Sdn Bhd. He has 8 years of experience in the field of IoT (Internet of Things) and Information Technology. He is a certified IBM IoT Practitioner and instructor, and a Certified Citizen Data Scientist Train-The-Trainer. He has been co-inventor of 3 inventions during the last 4 years.
