IT service management in the modern world The key components and benefits of the ITIL v4 framework The key concepts and terminology of service management Nature of value and co-creation The various stakeholders involved Products and services: definitions and purpose Service relationships Key components of customer value: outcomes, costs and risks The four dimensions of service management or how to facilitate […]
1: Les bases de la relation client Présentation dynamique de tous les participants, récoltes des objectifs/attentes/besoins de chacun Récapitulatif du contexte, du pourquoi et du comment de cette formation en y donnant du sens Quiz d’évaluation des connaissances et de positionnement en début de formation Réalisation de l’analyse SWOT personnelle pour déterminer ses forces et […]
Day 1 : Introduction of Lean The Customer The Process Performance Day 2 : The Lean Organization Behavior and Attitude Problem Solving Wrapup and Mock Exam Exam Module 1: Course Introduction Information on the course structure Information on the types of activities included in the course Module 2: Introduction of Lean Lean principles and how […]
DAY 1 : Introduction What is Digital and IT Strategy? What is the Vision? First practical case study assignment DAY 2 : Where are We Now? How Do We Get There? Second case study practical assignment Take Action! Third case study practical assignment DAY 3 : How do we keep the momentum going? Fourth practical […]
Day 1 What is business analysis? What are the competencies of a business analyst? Strategic analysis Business analysis process model Investigation techniques Day 2 Stakeholder analysis and management Modelling business processes Defining the solution Making a business and financial case Establishing the requirements Day 3 Establishing the requirements (continued) Documenting and managing requirements Modelling requirements […]
A one-day intensive training to highlight the essentials and main differences between the former version and ITIL 4 The ITIL 4 Foundation online exam will be taken after the course and will need some self-preparation Course Outline IT service management in the modern world The key components and benefits of the ITIL 4 framework The […]