Tech Savvy Solutions implements IT service management (ITSM) to improve service quality and customer satisfaction, aligning service design with SLAs, capacity planning, and continual improvement.
Gestiunea Serviciilor IT (ITSM): Strategie, Proiectare și Operațiuni
Cadres ITSM, Transition des Services, Gestion des Incidents et Processus ITIL | Cas d'Utilisation, Modèles et Préparation à la Certification
Toate nivelurile • 38 Prelegeri • Acces pe viață
Master Instructor verificat
TRAILER
Faceți cunoștință cu instructorul dvs.: Dr. Amar Massoud
19 ms
5.0 / 5.0
Evaluare globală1
Studenți activiEngleză (Statele Unite ale Americii)
99 de limbi Subtitrări3 ore 10 min
Conținut totalCe vei invata
Comprendre les fondamentaux et les meilleures pratiques de l'ITSM
Utiliser des modèles pour rationaliser les tâches et les processus ITSM
Apprendre à mettre en œuvre efficacement les processus ITSM
Se préparer aux certifications ITSM
Conținutul cursului
9 secțiuni • 38 cursuri • 03:10:11 lungime totalăService Design
05:19
Design and govern IT services that meet current and future business needs by gathering requirements, defining architecture, and delivering scalable, high-quality, well-documented solutions with end-to-end service lifecycles.
Service Level Agreement
09:21
Negotiate, define, and manage service level agreements to align IT service performance with customer expectations. Monitor metrics, report results, conduct reviews, and pursue continuous improvement for cost-effective service delivery.
Capacity Management
05:24
Capacity management uses historical data and forecasts to build capacity models, monitor performance, and coordinate with incident and change management to ensure efficient resource use, continuous improvement, and scalable services.
Service Continuity Management
05:28
Information Security Management
06:23
Protects confidentiality, integrity, and availability of information by risk assessment, implementing policies and technical controls, and enforcing access control, incident response, and regulatory compliance.
Service Catalog Management
05:49
Define and maintain a comprehensive service catalog with service descriptions, options, pricing, SLAs, availability, and contact points to ensure transparency and aligned IT delivery.
Overview of ITIL
03:09
Explore ITIL, the widely adopted IT service management framework organized by the service lifecycle—strategy, design, transition, operation, and continual service improvement—to align IT services with business goals.
COBIT Framework
02:19
SO-IEC 20000 Standard
02:33
Explore the ISO/IEC 20000 framework for establishing, implementing, and continually improving an IT service management system aligned with ITIL, emphasizing service delivery and the plan-do-check-act cycle to boost customer satisfaction.
Other Relevant Frameworks (VeriSM, MOF, USMBOK)
02:53
Explore VeriSM, MOF, and USM BOC as complementary IT service management frameworks alongside ITIL and Cobit, highlighting governance, a management mesh, and value-driven, adaptable, customer-centric approaches for different environments.
Plan de Studiu Săptămânal
Planifică-ți parcursul
IA generează un program personalizat pe baza disponibilității tale5 ore/săpt
Cerințe
Une compréhension de base des services IT est utile.
Une familiarité avec les opérations commerciales est bénéfique.
Aucune expérience préalable en ITSM n'est requise.
Un intérêt pour l'amélioration des processus de gestion des services.
Publicul țintă
System Administrators: Looking to improve their service management skills and implement effective ITSM processes.
IT Managers: Aiming to align IT services with business objectives and enhance operational efficiency.
Service Desk Staff: Seeking to streamline incident management, change management, and other ITSM processes.
Students and Recent Graduates: Those with a background in IT who want to specialize in IT Service Management.
Despre acest curs
Débloquez le potentiel de la Gestion des Services Informatiques (ITSM) avec notre cours complet, « Gestion des Services Informatiques (ITSM), Processus et Modèles ». Ce cours est conçu pour les professionnels de l'IT, les aspirants spécialistes ITSM, les leaders d'entreprise et tous ceux qui sont passionnés par la gestion des services informatiques. Que vous soyez un manager IT cherchant à améliorer l'efficacité opérationnelle ou un étudiant désireux de se spécialiser en ITSM, ce cours offre des insights précieux et des outils pratiques.
Tout au long du cours, vous plongerez dans les processus essentiels de l'ITSM, y compris la Gestion des Incidents, la Gestion des Changements et la Gestion des Problèmes. Chaque module fournit des explications détaillées, des modèles pratiques et des exemples concrets utilisant TechSavvy Solutions, vous assurant de pouvoir appliquer ce que vous apprenez directement dans votre environnement professionnel.
Notre approche étape par étape commence par la définition des objectifs ITSM et l'évaluation des services IT actuels, puis passe à la conception et à la mise en œuvre de processus optimisés. Vous apprendrez à surveiller les performances, à recueillir les retours des utilisateurs et à stimuler l'amélioration continue, tout en alignant les services IT avec les objectifs de l'entreprise.
Sans expérience préalable requise, ce cours est accessible aux débutants comme aux professionnels chevronnés. Équipez-vous des connaissances et des outils pour transformer vos services IT, améliorer la qualité du service et augmenter la satisfaction des clients.
Rejoignez-nous pour maîtriser la Gestion des Services Informatiques, rationaliser vos processus IT et atteindre l'excellence dans la prestation de services. Inscrivez-vous aujourd'hui et faites le premier pas vers la maîtrise de l'ITSM!
Oportunități de Carieră și Roluri Vizate
Dezvoltă competențe practice și califică-te pentru poziții căutate la nivel global
Curriculum Orientat spre Carieră
Roluri pentru care poți aplica
Operations & Business Analyst
Quality Management Auditor (ISO)
Project Operations Lead
Corporate Process Strategist
Salariu Anual Estimat
$75,000 – $120,000 / yr
Cerere pe Piața Globală
Steady Enterprise & Corporate Demand
Competențe Cheie Dobândite* Estimări bazate pe rapoartele globale de remunerare din tehnologie.
Risk Assessment & Auditing Compliance
Operational Efficiency & Frameworks
Financial Reporting & Modeling
Cross-Functional Team Leadership
Cunoaște-ți instructorul
Dr. Amar Massoud
Instructor principal
PhD in computer science and IT manager with 36 years technical experience in various fields including IT Security, IT Governance, IT Service Management , Software Development, Project Management, Business Analysis and Software Architecture. I hold 80+ IT certifications such as :
ITIL 4 Master, ITIL 3 Expert
ISO 27001 Auditor, ComptIA Security+, GSEC, CEH, ECSA, CISM, CISSP, CISA
PGMP, MSP
PMP, PMI-ACP, Prince2 Practitioner, Praxis, Scrum Master
COBIT 2019 Implementor, COBIT 5 Assessor/Implementer
TOGAF certified
Lean Specialist, VSM Specialist
PMI RMP, ISO 31000 Risk Manager, ISO 22301 Lead Auditor
PMI-PBA, CBAP
Lean Six Sigma Black Belt, ISO 9001 Implementer
Azure Administrator, Azure DevOps Expert, AWS Practitioner
And many more....
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