Public / Ingénieurs

Organization and Culture Organizational Structures Team Culture Continuous Improvement Culture Collaborative Culture Customer-Oriented Mindset Positive Communication Effective Teams Capabilities, Roles and Competencies Workforce Planning Employee Satisfaction Management Results Based Measuring and Reporting Information Technology to Create, Deliver and Support Service Integration and Data Sharing Reporting and Advanced Analytics Collaboration and Workflow Robotic Process Automation Artificial […]

The course is divided into various modules to explain the key concepts in a structured manner Module 1 – The customer journey – Introduction Mapping, designing, measuring and improving the Customer Journey Module 2 – The customer journey – Step 1: Explore Understanding service consumers, service providers and targeting markets Module 3 – The customer […]

The course is divided into various modules to explain the key concepts in a structured manner. Module 1 – Course introduction Module 2 – Introduction to High-velocity IT Module 3 – High-velocity IT approaches Module 4 – High-velocity IT operating models Module 5 – ITIL building blocks for High-velocity IT Module 6 – High-velocity IT […]

Module 1: Course Introduction Course objectives and planning The ITIL® 4 certification scheme Exercises Presentation of the case studies Exam Details Module 2: The Core Concepts of DPI Basics of direction Basics of planning Basics of improvement Other core elements Module 3: DPI through Service Value Chain and Guiding Principles DPI of the SVS DPI […]