Lucebra
Lucebra Biashara
Biashara na Usimamizi/Usimamizi/Usimamizi wa Huduma za IT (ITSM)

Gestão de Serviços de TI (ITSM): Estratégia, Design e Operações

Frameworks de ITSM, Transição de Serviço, Gerenciamento de Incidentes e Processos ITIL | Caso de Uso, Modelos e Preparação para Certificação

Ngazi Zote • 38 Mihadhara • Ufikiaji wa Maisha Yote
Dr. Amar Massoud

Mwalimu Mkuu Aliyethibitishwa

Gestão de Serviços de TI (ITSM): Estratégia, Design e Operações
trailer ya gari
Kutana na mwalimu wako: Dr. Amar Massoud

19 ms

5.0 / 5.0
Ukadiriaji wa Kimataifa
1
Wanafunzi Watendaji
Kiingereza (Marekani)
Nukuu 99 za Lugha
3 saa 10 dak
Jumla ya Maudhui

Utajifunza nini

Entender os fundamentos e as melhores práticas de ITSM
Usar modelos para otimizar tarefas e processos de ITSM
Aprender a implementar processos de ITSM de forma eficaz
Preparar-se para certificações de ITSM

Maudhui ya Kozi

9 sehemu • 38 mihadhara • 03:10:11 urefu wa jumla

Our Use Case - TechSavvy Solutions

04:15

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.

The Templates

01:40

Service 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.

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Panga safari yako ya kujifunza
AI hutengeneza ratiba ya kibinafsi kulingana na upatikanaji wako

Mahitaji

Compreensão básica de serviços de TI é útil.

Familiaridade com operações de negócios é benéfica.

Nenhuma experiência prévia em ITSM é necessária.

Interesse em melhorar os processos de gestão de serviços.

Watazamaji Walengwa

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.

Kuhusu kozi hii

Desbloqueie o potencial da Gestão de Serviços de TI (ITSM) com nosso curso abrangente, "Gestão de Serviços de TI (ITSM), Processos e Modelos". Este curso é projetado para profissionais de TI, aspirantes a especialistas em ITSM, líderes empresariais e qualquer pessoa apaixonada pela gestão de serviços de TI. Seja você um gerente de TI buscando melhorar a eficiência operacional ou um estudante ansioso para se especializar em ITSM, este curso oferece insights valiosos e ferramentas práticas.

Ao longo do curso, você mergulhará nos processos essenciais de ITSM, incluindo Gerenciamento de Incidentes, Gerenciamento de Mudanças e Gerenciamento de Problemas. Cada módulo fornece explicações detalhadas, modelos práticos e exemplos do mundo real usando TechSavvy Solutions, garantindo que você possa aplicar o que aprende diretamente em seu ambiente profissional.

Nossa abordagem passo a passo começa com a definição de metas de ITSM e avaliação dos serviços de TI atuais, depois passa para o design e implementação de processos otimizados. Você aprenderá como monitorar o desempenho, coletar feedback dos usuários e impulsionar a melhoria contínua, tudo isso alinhando os serviços de TI com os objetivos de negócios.

Sem experiência prévia necessária, este curso é acessível a iniciantes e profissionais experientes. Equipe-se com o conhecimento e as ferramentas para transformar seus serviços de TI, melhorar a qualidade do serviço e aumentar a satisfação do cliente.

Junte-se a nós para dominar a Gestão de Serviços de TI, otimizar seus processos de TI e alcançar a excelência na entrega de serviços. Inscreva-se hoje e dê o primeiro passo para se tornar um especialista em ITSM!

Fursa za Kazi na Majukumu Lengwa

Jenga ujuzi wa vitendo unaotakiwa kazini na uhitimu kwa nafasi zenye ushawishi mkubwa duniani

Mtaala Uliotayarishwa kwa Ajira
Majukumu ya Kazi Unayoweza Kuomba

Operations & Business Analyst

Quality Management Auditor (ISO)

Project Operations Lead

Corporate Process Strategist

Mshahara Unaokadiriwa kwa Mwaka
$75,000 – $120,000 / yr
Mahitaji ya Soko Ulimwenguni

Steady Enterprise & Corporate Demand

Ujuzi Muhimu Utakaobobea
Risk Assessment & Auditing Compliance
Operational Efficiency & Frameworks
Financial Reporting & Modeling
Cross-Functional Team Leadership
* Makadirio yanatokana na vigezo vya kimataifa vya uajiri wa kiteknolojia.
Kutana na mkufunzi wako
Dr. Amar Massoud
5.0 Ukadiriaji
5 Wanafunzi
Tazama Wasifu Kamili
Dr. Amar Massoud
Mwalimu Mkuu
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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