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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/itil-v4-introduction-to-service-management-concept
课程评论：没有评论
课程名称：ITIL V4服务管理概念入门 课程概述： ITIL V4服务管理概念课程深入探讨了信息技术基础架构库（ITIL）的最新版本，着重于现代组织中高效服务管理所需的基本原则、概念和实践。该课程旨在帮助参与者全面理解全球认可的IT服务管理标准ITIL V4框架。 课程大纲： 1. **ITIL V4简介** 本模块介绍了IT服务管理（ITSM）的现代景观及其在当代组织中的重要性。通过基础视频，参与者将了解ITSM的基本概念和数字时代变革的主要趋势。此外，参与者将探索信息技术基础架构库（ITIL）的核心内容，包括ITIL 4的基本组成部分和其在推动价值驱动的服务交付中的作用。 2. **服务价值系统的核心组件** 本模块深入探讨ITIL 4框架的基本原则，特别是服务价值系统（SVS）。参与者将了解SVS的核心组件及其相互关系，并探讨IT服务管理的四个维度模型，以全面理解这四个维度在整体服务管理中的重要性。 3. **ITIL管理与一般管理实践** 本模块提供了ITIL 4中各种实践的全面概述，支持有效服务管理。参与者将研究一般管理实践，并转向服务管理实践，了解17个关键过程，以及技术管理实践中的三个重要实践，以强化他们的理论基础。 4. **服务管理的关键概念** 在本模块中，参与者将探讨ITIL的关键概念和术语，理解价值与价值共创的性质，以及在服务管理中的重要性。此外，参与者将深入了解组织、服务提供者、消费者和其他利益相关者之间的关系。 5. **价值共创、组织消费者与其他利益相关者** 本模块重点介绍ITIL中价值共创及利益相关者管理的核心内容。参与者将理解服务提供者在服务价值链中的角色，以及如何管理和满足客户期望。 6. **产品、服务、服务关系与价值结果、成本和风险** 本模块探讨服务产品、关系和价值管理的重要方面。参与者将深入理解如何配置资源以创造价值，定义服务的组成部分，并学习如何管理服务成本和风险。 通过本课程，参与者将掌握ITIL V4框架的基本知识，提升其在现代IT服务管理实践中的应用能力。
Name: Introduction to ITIL V4
Description:In this module, participants will embark on a journey to understand the modern landscape of IT Service Management (ITSM) and its pivotal role in contemporary organizations. Through introductory videos, they will be acquainted with the foundational concepts of ITSM and the key trends driving its evolution in the digital age. Subsequently, participants will explore the essence of the Information Technology Infrastructure Library (ITIL), a globally recognized framework for IT service management. Through a series of videos and readings, they will unravel the historical milestones and versions of ITIL, gaining insights into its framework and significance. Moreover, participants will delve into the core structure and benefits of the latest iteration, ITIL 4. Through engaging videos, they will grasp the fundamental components of the ITIL 4 framework, including the Service Value System, and understand how it facilitates value-driven service delivery and organizational success. This module serves as a foundational stepping stone for participants to comprehend the essence and importance of ITIL in modern IT service management practices.
Name:Core Components of Service Value System
Description:In this module, participants will dive into the core principles of the ITIL 4 framework, beginning with a detailed exploration of the Service Value System (SVS). Through insightful videos, they will gain a comprehensive understanding of the SVS, including its core components and their interrelationships. Moving forward, participants will delve into the Four Dimensions Model of IT service management, facilitated by illustrative diagrams and engaging discussions. They will examine each dimension—Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes—in depth, grasping their significance in achieving holistic service management. By the module's conclusion, participants will have a solid foundation in the fundamental principles of ITIL 4, setting the stage for further exploration and application in their organizational context.
Name: ITIL Management & General Management Practices
Description:This module offers a comprehensive overview of the various practices outlined in ITIL 4, essential for effective service management. Participants will begin by delving into General Management Practices, gaining insights into their significance through introductory videos and readings. They will explore the 14 processes encompassed within this domain, understanding their role in supporting organizational objectives. Subsequently, participants will transition to Service Management Practices, where they will be introduced to 17 key processes crucial for service delivery excellence. Finally, they will explore Technical Management Practices through informative videos, comprehending the three practices vital for managing technical aspects. To reinforce learning, participants will engage in both practice and graded quizzes, assessing their understanding of the material covered. This module equips participants with a robust understanding of the diverse practices essential for effective IT service management.
Name:Key Concepts of Service Management
Description:In this module, participants will delve into the key concepts and terminology of ITIL, essential for grasping the framework's principles. Through a series of introductory videos, they will gain insights into the nature of value and value co-creation, exploring its significance in service management. Moving forward, participants will examine the roles of organizations, service providers, consumers, and stakeholders, dissecting their interactions and relationships through informative videos. They will also explore the concept of products and services in-depth, understanding their composition and delivery mechanisms. Additionally, participants will explore the critical aspects of costs, risks, service relationships, values, and outcomes, enhancing their understanding of ITIL's holistic approach to service management.
Name:Value Co-Creation, Organization Consumers, Customer and Other Stake Holders
Description:This module focuses on the essential aspects of value creation and stakeholder management within the context of ITIL. Participants will begin by exploring the concept of value co-creation through informative videos, understanding its definition, importance, and collaborative nature. They will examine real-world examples illustrating how value is collaboratively generated with stakeholders. Subsequently, participants will delve into the roles and definitions of organizations, service providers, service consumers, and other stakeholders in ITIL. They will grasp the significance of service providers in the service value chain and gain insights into the expectations of service consumers. Moreover, participants will learn strategies for managing and meeting customer expectations, while also understanding the impact of various stakeholders on services. This module equips participants with a comprehensive understanding of value creation dynamics and effective stakeholder management practices essential for successful service delivery.
Name:Products, Services, Service Relationships & Value Outcomes, Costs and Risks
Description:This module explores critical aspects of service offerings, relationships, and value management within ITIL framework. Participants will delve into the configuration of resources to create value, understanding optimal service delivery through informative videos. They will define service offerings and explore effective examples to grasp their components and significance. Moving forward, participants will explore the Service Relationship Model, visually represented and practically applied through engaging videos. They will learn to define and measure service outcomes, manage associated costs, and mitigate risks in IT service management. Additionally, participants will differentiate between utility and warranty in IT services, ensuring a holistic understanding of value creation. To reinforce learning, participants will engage in both practice and graded quizzes, assessing their comprehension of the module's content. This module equips participants with essential skills and knowledge for effective service management and value creation.
Course Description: The ITIL V4 Service Management Concepts course offers a comprehensive exploration of the latest version of the Information Technology Infrastructure Library (ITIL), focusing on the fundamental principles, concepts, and practices essential for effective service management in modern organizations. This course is designed to equip participants with a solid understanding of ITIL V4 framework, which is globally recognized as the standard for IT service management. Through a comb
