پیشنهاد فرادرس

آموزش پشتیبانی عملیاتی و تحلیل برای ITIL

دسته بندی ها: آموزش ITIL ، آموزش های پلورال سایت (Pluralsight)

به عنوان یک ارائه دهنده سرویس فناوری اطلاعات، شرکت شما به شکل سرویس ها برای  مشتریان خود ارزش قائل می شود. به منظور حفظ این ارزش، شما باید در حین نگهداری عملیات سرویس دهی نرمال، سریع و موثر به ارائه سرویس ها بپردازید. در این دوره با پشتیبانی مناسب از سرویس ها برای ارائه این ارزش، فرآیندهای رویداد، حادثه، و مدیریت مشکل، نحوه کاهش بار در Service Desk با درخواست انجام شده، راه اندازی Service Desk، مدیریت فنی، مدیریت عملیات IT و توابع مدیریت اپلیکیشن ها آشنا می شوید.

سرفصل:

  • معرفی دوره
  • اصطلاحات کلیدی و مفاهیم ITIL Foundation و عملیات سرویس
  • چرخه عمر ITIL
  • فرآیند ها و توابع
  • نقش ها
  • عملیات OSA و سرویس
  • چرخه عمر سرویس و OSA
  • مقاصد ، اهداف حوزه مدیریت رویداد
  • طراحی مدیریت رویداد
  • فعالیت های مدیریت رویداد
  • مقاصد ، اهداف حوزه مدیریت حادثه
  • تکمیل درخواست
  • مدیریت مشکل
  • گردش کار مدیریت مشکل
  • مدیریت دسترسی
  • ادغام مدیریت اطلاعات
  • ارزیابی عملکرد
  • نقش ها در OSA
  • آمادگی برای آزمون ITIL OSA
  • و غیره
به این نوشته امتیاز دهید 1 2 3 4 5 بدون امتیاز
Operational Support and Analysis for ITIL® Publisher:Pluralsight Author:Chris Ward Duration:3h 57m Level:Intermediate

ITIL® is the world's foremost framework of IT Service Management. This course will help you increase your knowledge in areas of incident, problem, access, event, and request fulfillment processes.
As an IT service provider, your company provides value to their customers in the form of services. In order to maintain that value, you must deliver services quickly and efficiently while maintaining normal service operations. In this course, Operational Support and Analysis for ITIL®, you'll learn intermediate level knowledge of how to properly support services to provide that value. First, you'll explore the processes of event, incident, and problem management. Next, you'll discover how request fulfillment helps alleviate the load on your Service Desk. Finally, you'll learn how to set up your Service Desk, as well as coordinate your technical management, IT operations management, and applications management functions. When you're finished with this course, you'll have the skills and knowledge of operational support and analysis for ITIL® needed to deliver and support services for your business, as well as tips on how to pass the related ITIL® intermediate exam.
Course Overview
1m 59s
Course Overview
1m 59s
Reviewing Key Terms and Concepts of ITIL® Foundation and Service Operation
30m 19s
Introduction
3m 23s
The ITIL® Lifecycle
10m 27s
Processes and Functions
5m 2s
Roles
5m 33s
OSA and Service Operations
3m 40s
OSA and the Service Lifecycle
2m 12s
How the Process of Event Management Helps Us Know What’s Going On
31m 33s
Introduction
1m 37s
Purpose, Objectives, and Scope of Event Management
6m 42s
Principles, Policies, and Basic Concepts
5m 55s
Designing for Event Management
3m 30s
Event Management Activities
5m 10s
Critical Success Factors and Roles of Event Management
8m 36s
Putting out Fires with Incident Management
28m 42s
Introduction
1m 53s
Purpose, Objectives, and Scope of Incident Management
4m 9s
Business Value of Incident Management
2m 21s
Principles, Policies, and Basic Concepts of Incident Management
5m 57s
Incident Management Process Flow
5m 11s
Triggers, Inputs, and Outputs
6m 26s
Roles and Responsibilities of Incident Management
2m 41s
Request Fulfillment
19m 3s
Introduction
1m 58s
Purpose, Objectives, and Scope
3m 20s
Basic Concepts
3m 44s
Request Fulfillment Process Model
2m 7s
Triggers, Inputs, and Outputs
2m 19s
CSFs, Challenges, and Risks
5m 33s
Problem Management - What Keeps This Disruption Occurring?
23m 2s
Introduction
1m 25s
Purpose, Objectives, and Scope of Problem Management
2m 5s
Policies and Principles
4m 21s
Basic Techniques
5m 24s
Problem Management Workflow
2m 49s
Triggers, Inputs, and Outputs
2m 18s
CSFs, KPIs, Challenges, and Risks of Problem Management
4m 37s
Letting People in or Keeping Them out - Access Management
24m 51s
Introduction
1m 4s
Purpose, Objectives, and Scope
3m 48s
Basic Concepts of Access Management
6m 58s
Information Management Integration
1m 54s
Triggers, Inputs, and Outputs
4m 10s
Challenges, Risks, and CSFs of Access Management
6m 54s
ITSM’s One Stop Shop - The Service Desk
21m 54s
Introduction
1m 29s
The Role of the Service Desk in Operations
4m 15s
Organizing the Service Desk
9m 5s
Measuring Performance
4m 26s
Challenges to Outsourcing the Service Desk
2m 37s
Know Your Role and Know Your Tools - OSA Functions, Roles, and Technology
39m 30s
Introduction
1m 35s
The Roles in OSA
10m 39s
Application Management Lifecycle
2m 15s
Generic Requirements for ITSM Technology
2m 56s
Evaluation Criteria for Technology and Tools
4m 8s
Evaluation Criteria for Process Implementation
7m 1s
Projects and Risk Best Practices
2m 52s
CSFs, Challenges, and Risks in Implementing OSA Practices
3m 53s
How to Plan and Implement Improvement into IT Service Management Technologies
4m 8s
Preparing for the ITIL® OSA Exam
16m 10s
Introduction
1m 10s
The Intermediate Exam Approach
3m 31s
Signing up for the Exam
4m 7s
Exam Preparation
7m 21s

پیشنهاد فرادرس

لینک های دانلود حجم فایل: 368.0MB Pluralsight Operational Support and Analysis for ITIL_git.ir.rar