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所在平台: Udemy |
课程主页: https://www.udemy.com/course/it-service-management-develop-sla-service-catalog-ola/
课程评论：没有评论
Coursera 课程总结：IT服务管理：开发SLA、服务目录、OLA 本课程旨在帮助IT和业务经理通过IT服务创造业务价值，是IT服务管理领域的实用指南。 **课程内容涵盖：** * **IT战略与业务目标对齐：** 学习如何将IT战略与业务目标和需求紧密结合。 * **IT服务组合定义：** 了解如何科学地定义IT服务组合。 * **IT/业务分析：** 掌握IT和业务分析的关键技能。 * **业务活动模式（PBA）创建：** 学习如何创建业务活动模式。 * **IT服务目录开发：** 掌握开发IT服务目录的方法。 * **服务级别协议（SLA）开发：** 学习如何为客户和IT提供商之间制定SLA。 * **运营级别协议（OLA）开发：** 了解OLA在支持SLA，促进IT团队内部协作中的作用。 * **第三方服务集成与管理：** 学习如何组织和管理第三方服务。 * **供应商/合作伙伴管理：** 探讨影响供应商选择和合作的关键因素。 * **SIAM模型：** 了解服务集成和管理（SIAM）模型的核心方面。 **课程特色：** * **实践导向：** 课程包含可选的作业，让学生有机会准备自己的IT服务文档，并获得培训师的反馈。 * **双向受益：** 适合IT和业务经理，帮助他们提升知识和技能，实现IT与业务的协同增效。 本课程将帮助您掌握最佳的IT管理实践，从而提升IT服务的交付效率和业务价值。
Learn to deliver business value by IT services!This course is for both business and IT managers. The course main goal is to deliver the best IT management practices, and help both IT and business managers create business value by using IT services.You learn how to align IT to business goals, identify patterns of business analysis, develop service catalog, SLA, OLA, organize 3rd party services integration and management.Enroll now and improve your knowledge and skills in:- develop IT strategy in alignment with business goals and requirements;- define IT services portfolio;- provide IT/business analysis, - create patterns of business activities (PBA)- develop IT services catalog - develop Service level agreements (SLAs) between a customer and IT provider, - develop OLAs - internal agreements between different IT groups and teams. OLA supports SLA by better integration and collaboration of various IT teams and professionals.- Supplier/vendor management and services' integration- SIAM model- main aspects of influence which make impact on a choice of a supplier, vendor, or a partner.In the given assignments students can prepare there own IT service documents and upload them for trainer's verification. The assignments are optional. As your trainer, I am always glad to give my feedback on your request.
