Achieving Operational Excellence with ITSM Practices
Master ITSM Monitor Support and Fulfil Through Case Studies, Practical Examples, and Mock Exams!!
Lo que serás capaz de hacer
The aim of this course is to help you implement more advanced concepts, processes, and practices in your organization. Are you ready to take your IT service management skills to the next level? Welcome to "Achieving Operational Excellence with ITSM Practices" a comprehensive training program designed to empower you with the latest insights and strategies in ITSM framework. Whether you're an entry-level IT enthusiast or an experienced IT service manager, this course is your gateway to mastering the agile and flexible world of IT service management. Are you ready to take your IT service management skills to the next level and make a significant impact on your organization, just like the hospital in this real-world example? Course Overview: In "Achieving Operational Excellence with ITSM" we delve deep into the world of ITSM practice, equipping you with the knowledge and skills needed to implement crucial ITSM practices. Our course goes beyond theory by providing you with a real-world case study – a hospital that's actively implementing ITSM practices to transform its IT department. Real-World Example: A Hospital's IT Transformation The hospital has decided to implement the following ITSM practices to tackle the challenges faced by its IT department: 1. Service Desk: The establishment of a Service Desk will serve as the single point of contact for all IT-related issues. This will help in triaging and routing incident and problem tickets to the appropriate teams or individuals for resolution, and handling service requests from hospital staff. 2. Incident Management: The aim of implementing Incident Management is to restore normal service operation as quickly as possible after an incident, to minimize the impact on business operations. 3. Problem Management: The hospital will use Problem Management in both reactive and proactive situations but will focus on some areas to proactively identify, analyze, manage, and eliminate recurring incidents and minimize the impact of incidents that cannot be prevented. 4. Service Request Management: The introduction of Service Request Management will help to handle the backlog of service requests and streamline the process of fulfilling these requests. 5. Monitoring and Event Management: The hospital will implement a Monitoring and Event Management process to proactively identify and address potential issues with the hospital's IT infrastructure. This includes establishing event management rules and thresholds, as well as monitoring tools and dashboards. Benefits of Attending This Course: Real-World Application: Learn from a real-world case study of a hospital's IT transformation, gaining practical insights that you can apply in your own organization. Master ITSM Practices: Gain proficiency in essential ITSM practices, including Service Desk, Incident Management, Problem Management, Service Request Management, and Monitoring and Event Management. Boost Your Career: Enhance your career prospects by acquiring skills highly sought after in the IT service management field. Who Should Attend: This course is ideal for: IT professionals looking to deepen their understanding of ITSM practices. IT managers and team leaders seeking to implement ITSM practices within their organizations. Anyone with ITSM Foundation certification as a prerequisite. Prerequisite: A prerequisite for this course is ITSM Foundation certification, as it serves as the foundation upon which we build these advanced ITSM practices. Join us on this transformative journey, where you'll not only learn ITSM practices but also witness their real-world impact through the hospital's IT transformation. Enroll today and become an ITSM expert ready to drive operational excellence in your organization!
- Comprehensive ITSM Training: Dive deep into ITSM practices, from Service Desk to Monitoring and Event Management.
- Real-World Case Study: Learn from a hospital's IT transformation journey, applying ITSM practices in a practical setting.
- Service Desk Mastery: Understand how to establish a Service Desk as a single point of contact for IT issues.
- Swift Incident Resolution: Gain expertise in Incident Management to minimize business disruptions.
- Proactive Problem Management: Learn to identify and eliminate recurring incidents proactively.
- Efficient Service Requests: Streamline service request handling with Service Request Management.
Temario
UNIDAD 1 - COURSE INTRODUCTION · 7 leccionesUNIDAD 1 - COURSE INTRODUCTION
UNIDAD 1 - COURSE INTRODUCTION
- Introduction
- General Infomration
- Download the Course Slides!
- Legal Disclaimer
- Case Study: Springfield Medical Center
- Recap of ITSM Foundation concepts
- Operational Excellence
UNIDAD 2 - SERVICE DESK · 15 leccionesUNIDAD 2 - SERVICE DESK
UNIDAD 2 - SERVICE DESK
- Service Desk General Overview
- SD - Practice Success Factor
- SD - Value Stream and Processes - Part 1
- SD - VS&P - User Query Handling - Part 2
- SD - VS&P - Communicating To Users - Part 3
- SD - VS&P - Service Desk Optimization - Part 4
- SD - VS&P - Practical Example - Part 5
- SD - Value Stream and Processes - Part 6
- SD - Organizations and People - Part 1
- SD - Organizations and People - Part 2
- SD - Information and technology
- SD - Partners and Suppliers
- SD - Capability Assessment and Development
- SD - Recommendations for practice success
- Service Desk Quizzes
UNIDAD 3 - INCIDENT MANAGEMENT · 13 leccionesUNIDAD 3 - INCIDENT MANAGEMENT
UNIDAD 3 - INCIDENT MANAGEMENT
- Incident Management General Overview
- IM - Practice Success Factors
- IM - Value Stream and Processes - Intro - Part 1
- IM - VS&P - Incident Handling and Resolution - Part 2
- IM - VS&P - Periodic Incident Review - Part 3
- IM - VS&P - Practical Example - Part 4
- IM - VS&P - Value Stream Contribution - Part 5
- IM - Organizations and People
- IM - Information and Technology
- IM - Partners and Suppliers
- IM - Capability Assessment and Development
- IM - Recommendations for Practice Success
- Incident Management Quizzes
UNIDAD 4 - PROBLEM MANAGEMENT · 18 leccionesUNIDAD 4 - PROBLEM MANAGEMENT
UNIDAD 4 - PROBLEM MANAGEMENT
- Problem Management General Overview
- PM - PROBLEM IDENTIFICATION
- PM - PROBLEM CONTROL
- PM - ERROR CONTROL
- PM - PROBLEM MODEL
- PM - Practice Success Factor
- PM - Value Stream and Processes - Part 1
- PM - VS&P - Proactive Problem Identification - Part 2
- PM - VS&P - Reactive Problem Identification - Part 3
- PM - VS&P - Problem Control - Part 4
- PM - VS&P - Error Control - Part 5
- PM - Value Stream and Processes - Part 6
- PM - Organizations and People
- PM - Information and Technology
- PM - Partners and Suppliers
- PM - Capability Assessment and Development
- PM - Recommendations for Practice Success
- Problem Management Quizzes
UNIDAD 5 - SERVICE REQUEST MANAGEMENT · 13 leccionesUNIDAD 5 - SERVICE REQUEST MANAGEMENT
UNIDAD 5 - SERVICE REQUEST MANAGEMENT
- Service Request Management General Overview
- SRM - Service Request Model
- SRM - Practice Success Factor
- SRM - Value Stream and Processes - Part 1
- SRM - VS&P - Service Request Fulfilment Control - Part 2
- SRM - VS&P - Service Request Review And Optimization - Part 3
- SRM - Value Stream and Processes - Part 4
- SRM - Organizations and People
- SRM - Information and Technology
- SRM - Partners and Suppliers
- SRM - Capability Assessment and Development
- SRM - Recommendations for Practice Success
- Service Request Management Quizzes
UNIDAD 6 - MONITORING AND EVENT MANAGEMENT · 15 leccionesUNIDAD 6 - MONITORING AND EVENT MANAGEMENT
UNIDAD 6 - MONITORING AND EVENT MANAGEMENT
- Monitoring and Event Management General Overview Part 1
- Monitoring and Event Management General Overview Part 2
- M&EM - Practice Success Factor
- M&EM - Value Stream and Processes - Part 1
- M&EM - VS&P - Monitoring Planning - Part 2
- M&EM - VS&P - Event handling- Part 3
- M&EM - VS&P - M&EM Review Activities - Part 4
- M&EM - Value Stream and Processes - Part 5
- M&EM - Organizations and People
- M&EM - Information and Technology
- M&EM - Partners and Suppliers
- M&EM - Capability Assessment and Development
- M&EM - Recommendations for Practice Success
- Monitoring and Event Management Quizzes
- Keep in Touch!
Tu certificado lo emite la SEP, no solo una plataforma
Al demostrar la competencia recibes un certificado emitido por la Secretaría de Educación Pública a través del Gobierno del Estado de México: un documento oficial que puedes presentar con confianza ante cualquier empleador o institución.
Tu certificado con INEC
- Lo emite la Secretaría de Educación Pública (SEP), a través del Gobierno del Estado de México
- Documento oficial con folio verificable en línea
- Lo otorga la Universidad Tecnológica Fidel Velázquez
Otras plataformas en línea
- Constancia privada emitida por la misma plataforma
- Solo acredita horas cursadas o asistencia
- Sin respaldo de una autoridad educativa
Tu itinerario, de la inscripción al certificado
- 1
Inscripción con pago único
Pagas $2,800 MXN una sola vez y entras de inmediato al curso.
- 2
Estudias a tu ritmo
6 unidades con videos, lecturas y actividades, disponibles 24/7 durante 12 meses.
- 3
Cuestionarios por unidad
5 cuestionarios para comprobar lo aprendido.
- 4
Certificado
Emitido por la SEP a través del Gobierno del Estado de México, con folio verificable.
Un certificado oficial de la SEP
Muestra · verificable por folio y QR
- Emitido por la Secretaría de Educación Pública (SEP), a través del Gobierno del Estado de México. No es una constancia privada: es un documento oficial, y ese respaldo marca la diferencia frente a otras plataformas en línea.
- Contenido impartido por Samir Faraj.
- Folio y QR verificables para compartirlo con quien te contrate.
Empieza hoy, a tu ritmo
Un solo pago y acceso inmediato al curso completo durante 12 meses.
- 6 unidades · 81 lecciones · 30 h
- 12 meses de acceso
- 5 cuestionarios de evaluación
- Certificado emitido por la SEP (Gob. del Estado de México) con folio verificable
Sobre tu inscripción
¿Cómo es el pago?
Un solo pago de $2,800 MXN. No hay mensualidades ni cargos recurrentes.
¿Cuánto tiempo tengo acceso?
12 meses desde tu inscripción, 24/7, para avanzar a tu ritmo.
¿Quién imparte el contenido?
El curso es impartido por Samir Faraj; INEC gestiona tu inscripción, evaluación y certificado.
¿Qué pasa cuando vence mi acceso?
Puedes renovar tu cuenta tú mismo desde la plataforma, sin trámites ni esperas.
