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Microsoft Office Excel Level 1
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Microsoft Office Excel Level 3
Data List Management
Microsoft Office Excel Level 4
Spreadsheet Analysis
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Microsoft SharePoint Course for End Users
Microsoft Office Powerpoint Level 1
Microsoft Office Powerpoint Level 2
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Microsoft Office Outlook Level 2
Module 1: Introduction
IT Service Management in the Modern World
About ITIL 4
Structure of ITIL 4
Module 2: Key Concepts of Service Management
What is Service Management?
Value and Value Co-Creation
Organizations
Service Providers
Service Consumers
Stakeholders
Products and Services
Service Offerings
Service Relationships
Value: Outcomes, Costs, and Risks
Utility and Warranty
Module 3: Four Dimensions of Service Management
Introduction
Four Dimensions Model
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
External Factors
Module 4: ITIL Service Value System
Service Value System (SVS)
Silos
Module 5: ITIL Guiding Principles
Guiding principles
Seven Guiding Principles
Focus on value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and work holistically
Keep It Simple and Practical
Optimize and Automate
Interaction Between Principles
Module 6: Service Value Chain
Value Chain Activities
Plan
Improve
Engage
Design and Transition
Obtain or Build
Deliver and Support
Module 7: Management Practices
Introduction to Management Practices
ITSM and High-Velocity Service Management
General Management Practices
Continual Improvement
Information Security Management
Relationship Management
Supplier Management
Module 8: Service Management Practices
Change Control
Incident Management
IT Asset Management
Monitoring and Event Management
Problem Management
Release Management
Service Configuration Management
Service Desk
Service Level Management
Service Request Management
Module 9: Technical Management Practices
Deployment Management
We will be happy to assist you for inquiries about a customized scheduled or program:
Rachael McPherson, Director of Sales
☎(250)882-9549 📧[email protected]
Caroline Santos, Corporate and Custom Sales Manager- Eastern Canada
☎(514)771-3206 📧[email protected]
Q Academy works with the most innovative, sustainable industries and we continue to review all the major skills gaps across the globe. We’re looking for industry leaders and academic partners to help us create courses for upgrading skills within growing sectors across globe. We’d love to work with you to build something great!
With so many companies looking for great talent why not look take your needs directly to Q Academy and ensure your candidates have all the most update skills they need. Hire Great Talent without the high costs of some job search platforms or services.
Q Academy works with thosands of business across the globe and we have become several business go to training partners for the past 5 years.