2050 IT Skills courses

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course is as follows: Cisco Unified Communications system channel partners and resellers who are responsible for deployment and application engineering for Cisco Unified Contact Center Express customers. System and technical support engineers. Day 1 and Day 2 support personnel. Customers deploying and maintaining Cisco Unified CCX Overview Upon completing this course, the learner will be able to meet these overall objectives: Review Cisco Unified CCX environment components Create prompt recording tools Create a helpdesk script Apply common sense principles for scripting and system management, such as: Prompt, document, and grammar management Using the default script Scripting for proper call termination and ending a script Abandon rates Exception handling Check Agent Availability before and after entering queue Using Java Methods for Holiday and Time of Day routing Setup access and use an external database Define and use skills Script for conditional routing Script for basic callback scenarios Setup and use enterprise data and session management Script for queuing and scheduled callback scenarios Building on the knowledge base and scripting experience learned in the UCCXD class, the student will explore advanced techniques in scripting and overall Cisco Unified CCX functionality. During this five day class the students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX using many of the tools that are already available in the premium version of the product. Students should expect to spend time using the script editor and other tools to create developer tools and enhanced scripts to provide for a more functional and user-friendly customer experience. Activities include creating prompt recording tools, applying common sense scripting principles, creating simple and complex ACD routing scripts, holiday routing, external database access, various callback scenarios such as non-queuing, queuing, and scheduled callbacks, defining and using enterprise data, passing data from one script to another using session management, and much more. Additionally, since this class focuses on complex scripting concepts, it requires the student to learn more about fundamental scripting requirements such as data manipulation and formatting, using variables and array variables, and using Java programming methods. Course Introduction Learner Prerequisite Skills and Knowledge Course Goal Course Objectives Course Flow General Administration Lab Diagram Please Introduce Yourself Lesson 1: Cisco Unified CCX Overview Components of the Cisco Unified CCX Environment Gateways Routers Cisco Unified Communications Manager Cisco Unified CCX Script Editor Cisco Finesse Cisco Unified Intelligence Center Cisco Unified CCX Agent External Servers Cisco Unified CCX System Cluster Components Engine Database Server Call Flow Terms The Call Flow The Debug Process Reactive Non-Reactive Lesson 2: Prompt Recording Utilities Prompt Recorder Emergency Message Recorder Lesson 3: Basic ACD Routing Review Script Steps used in a Simple ACD Routing Script Resource Group Routing Defining the Contact Service Queue Create a Simple ACD routing script Lesson 4: Common Scripting Concepts Prompt Management Using the Default Script Terminating a Call and Ending a Script Abandon Rates Exception Handling Script Interruptions Check Agent Availability before and after entering queue Using Java Methods for Holiday and Time of Day routing Lesson 5: Accessing an External Database Database architecture and supported databases Setting up the Database Subsystem Using Database script steps Lesson 6: Skills Based Routing Appling skills to agents Defining the Contact Service Queue Specifying the CSQ in the Script Lesson 7: Advanced ACD Routing Overflow Routing When to Overflow How to get the Data Needed for Making Decisions Describe Methods of Overflowing Lesson 8: Basic ACD Callback Options Setup the Email Subsystem Script for Email Notification Script for Leaving a Recorded Message Script for Callback when Queue Times have Decreased Lesson 9: Enterprise Data and Session Management Define Enterprise Data in Cisco Finesse Define a Call Variable Layout in Cisco Finesse Define ECC Variables in the script editor Set Enterprise Data in the script Define Session Management Setup Session Management Use Session Management to Pass Variable Information Between Scripts Lesson 10: Advanced ACD Callback Options Leave Queued Message with an Option for Callback Scheduled Callback

Duration 4 Days 24 CPD hours This course is intended for Technical professionals with basic system administration skills and operators responsible for managing virtual machines using VMware ESXi™ and VMware vCenter Server Overview By the end of the course, you should be able to meet the following objectives: Describe virtualization and virtual machines Describe vSphere components and the software-defined data center (SDDC) Explain the concepts of server, network, and storage virtualization Monitor network and datastore configurations in VMware vSphere Client™ Deploy, configure, and clone virtual machines Migrate, monitor, and manage virtual machines Monitor tasks and events in VMware vSphere Client™ Recognize how vSphere DRS and VMware vSphere High Availability improve performance and availability of a vSphere cluster This three-day, hands-on training course is an introduction to VMware vSphere©. In this course, you acquire the skills needed to perform Day 2 operational tasks that are typically assigned to the roles of operator or junior administrator in a vSphere environment. Course Introduction Introductions and course logistics Course objectives Virtualization and vSphere Concepts Describe how virtual machines (VMs) work Recognize the purpose of a hypervisor Describe how VMs share resources in a virtualized environment Recognize the components of an SDDC Describe the relationship between vSphere, the SDDC, and cloud computing Recognize the functions of the components in a vSphere environment Access and view vSphere graphical user interfaces Identify VMware solutions that integrate with vSphere in the SDDC Navigating the vSphere Client View and organize the inventory objects managed by vCenter Server Add and assign vSphere licenses Change the log level of vCenter Server Edit the startup policy of ESXi services Describe how vCenter Server roles and permissions work Add permissions to virtual machines Lifecycle of Virtual Machines Add and remove VM virtual hardware components Identify the purpose of different VM files Configure VM settings Create and delete virtual machines Recognize the benefits of installing VMware Tools? Install VMware Tools into a guest operating system Upgrade VMware Tools and VM hardware compatibility vSphere Networking Describe virtual networking Recognize ways that virtual switches connect VMs and ESXi hosts to the network View components and properties of a vSphere standard switch configuration View a vSphere distributed switch configuration in vSphere Client Recognize when and how to use the settings for the security networking policy Recognize when and how to use the settings for the traffic shaping networking policy Describe how the NIC teaming and failover policy helps maintain network connectivity Perform basic checks to diagnose VM connectivity issues vSphere Storage Describe the function of a datastore Recognize types of vSphere datastores View datastore information in vSphere Client Monitor datastore usage in vSphere Client Virtual Machine Management Recognize the benefits of using VM templates Create and update a VM template Deploy a VM from an existing template Clone a virtual machine Recognize how to use guest OS customization specifications Deploy VMs from a content library Deploy a virtual appliance from an OVF template Perform a hot and cold migrations of VMs Identify requirements for using VMware vSphere© Storage vMotion© Perform a vSphere Storage vMotion migration Identify use cases for VM snapshots Create and manage snapshots of a virtual machine Resource Monitoring Recognize the purpose of each type of VM resource control Configure the resource allocation settings of a VM Observe the behavior of virtual machines with different share values Manage and acknowledge vSphere alarms Use performance charts to monitor VM CPU and memory usage Monitor tasks and events in vSphere Client vSphere Clusters View information about the services that a vSphere cluster offers Recognize how vSphere HA responds to different types of failures Monitor vSphere HA during a host failure Describe how vSphere DRS works Interpret DRS scores given to VMs Recognize how to apply the appropriate vSphere DRS automation and migration threshold levels Describe how vSphere Fault Tolerance works Recognize how Enhanced vMotion Compatibility works Additional course details:Notes Delivery by TDSynex, Exit Certified and New Horizons an VMware Authorised Training Centre (VATC) Nexus Humans VMware Data Center Virtualization: Core Technical Skills training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the VMware Data Center Virtualization: Core Technical Skills course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 4 Days 24 CPD hours This course is intended for This course is intended for the person who has responsibility for daily system operations. Overview Send, display, and respond to messages Use the online help and reference materials Monitor and control job queues, active jobs, and output queues Create and change user profiles Use authorization lists and group profiles Start and stop Power Systems with IBM i Manage system devices, user display stations, and printers Save and restore objects and libraries Monitor job and history logs Diagnose a system problem Order, receive, and install PTFs This course enables a new system operator to develop basic to intermediate level skills needed for day-to-day operations of the Power System with IBM i Power Systems and IBM i concepts and overview . Reference material and support . Overview of 5250 emulation and help . Overview of System i Navigator . Overview of IBM Navigator for i . Messaging concepts . Messaging with 5250 emulation . Messaging with System i Navigator . Messaging with IBM Navigator for i . CL command concepts . CL commands with 5250 emulation . Concepts: Object, library, and the IFS . Object management with 5250 emulation . Object management with System i Navigator . Object management with IBM Navigator for i . Introduction to work management . Work management with 5250 emulation . Job control with 5250 emulation . Job control with System i Navigator . Job control with IBM Navigator for i . Print concepts . Print control with 5250 emulation . Print control with System i Navigator . Print control with IBM Navigator for i . Starting and stopping the system . System security concepts . System security with 5250 emulation . System security with System i Navigator . System security with IBM Navigator for i . System configuration overview . Configuration with 5250 emulation . Configuration with System i Navigator . Configuration with IBM Navigator for i . Save concepts . Save with 5250 emulation . Save with System i Navigator . Save with IBM Navigator for i . Restore concepts and overview . Problem determination with 5250 emulation . Problem determination with System i Navigator . Overview of the PTF process . PTFs with 5250 Emulation . Class summary . Additional course details: Nexus Humans AS24 IBM System Operator Workshop for IBM i training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the AS24 IBM System Operator Workshop for IBM i course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 1 Days 6 CPD hours This course is intended for This basic course is for those who will be administering Information Server and its product components. Overview List Information Server functional categories and the Information Server products and components that support themList and describe the Information Server architectural tiersAccess Information Server clients, including thin clients using the Information Server Launch Pad, the Information Server Engine clients, and the Information Server Console clients including Information Analyzer and Information Services DirectorCreate and configure Information Server users and groupsManage Information Server active sessionsManage Information Server reportingWork with Information Server command-line tools including tools for session administration, user and group management, and encryptionUse the istool functionality to query, export, and import Information Server Repository assets This course gets those charged with administering Information Server v11.5 and its suite of many products and components started with the basic administrative tasks necessary to support Information Server users and developers. Information Server Technical Overview List the Information Server functional categories List the Information Server products and components that support these functional categories List the Information Server architectural tiers Working with Information Server Clients Use the Information Server Launch Pad to access Information Server thin clients including the Administrative Console, Information Governance Catalog, and Metadata Asset Manager Access Information Server Engine Clients including DataStage, QualityStage, FastTrack, and Information Server Manager Access Information Server Console Clients including Information Analyzer and Information Services Director Authentication and Suite Security Configure Suite users and groups Configure DataStage credentials for Engine users Session Management View a list of active sessions View session properties Disconnect sessions Configure global session properties Managing Reports Create and manage report folders Create a report Run a report View report results Administrative Tools Session Admin tool Directory Command tool Encrypt tool Managing Information Server Repository Assets Use istool to export and import common metadata assets Use istool to query information assets Use istool to export and import security assets Use istool to export and import reporting assets

Duration 4 Days 24 CPD hours This course is intended for Data Analysts responsible for data quality using QualityStageData Quality ArchitectsData Cleansing Developers Overview List the common data quality contaminantsDescribe each of the following processes: Investigation, Standardization, Match. & SurvivorshipDescribe QualityStage architectureDescribe QualityStage clients and their functionsImport metadataBuild and run DataStage/QualityStage jobs, review resultsBuild Investigate jobsUse Character Discrete, Concatenate, and Word Investigations to analyze data fieldsDescribe the Standardize stageIdentify Rule SetsBuild jobs using the Standardize stageInterpret standardization resultsInvestigate unhandled data and patternsBuild a QualityStage job to identify matching recordsApply multiple Match passes to increase efficiencyInterpret and improve match resultsBuild a QualityStage Survive job that will consolidate matched records into a single master recordBuild a single job to match data using a Two-Source match This course teaches how to build QualityStage parallel jobs that investigate, standardize, match, and consolidate data records. Students will gain experience by building an application that combines customer data from three source systems. Data Quality Issues Listing the common data quality contaminants Describing data quality processes QualityStage Overview Describing QualityStage architecture Describing QualityStage clients and their functions Developing with QualityStage Importing metadata Building DataStage/QualityStage Jobs Running jobs Reviewing results Investigate Building Investigate jobs Using Character Discrete, Concatenate, and Word Investigations to analyze data fields Reviewing results Standardize Describing the Standardize stage Identifying Rule Sets Building jobs using the Standardize stage Interpreting standardize results Investigating unhandled data and patterns Match Building a QualityStage job to identify matching records Applying multiple Match passes to increase efficiency Interpreting and improving Match results Survive Building a QualityStage survive job that will consolidate matched records into a single master record Two-Source Match Building a QualityStage job to match data using a reference match Additional course details: Nexus Humans KM213 IBM InfoSphere QualityStage Essentials v11.5 training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the KM213 IBM InfoSphere QualityStage Essentials v11.5 course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 2 Days 12 CPD hours Overview This skills-focused course combines expert instructor-led discussions with practical hands-on labs that emphasize useful, current techniques, best practices and standards. Working in this hands-on lab environment, guided by our expert practitioner, you'll learn about and explore: Review of the File System Introduction to Shells: sh, bash, and ksh Shell Programming Advanced Shell Features Text Manipulation Utilities File Processing Utilities Multitasking and Batch Processing Regular Expressions Intermediate Linux: Shell, Bash, Text Manipulation, Multitasking & More is a two-day course designed to provide you with hands on experience using standard Linux commands and utilities used for day-to-day tasks including file manipulation, program execution and control, and effective use of the shell and desktop environments. Throughout the course you?ll explore key concepts to Linux core functionality, while learning the system's most commonly used commands. You?ll also learn the Bourne shell, Bash shell and Korn shell programming techniques you?ll need to read and modify existing shell scripts, and create your own. Data manipulation utilities and shell syntax for synthesizing command pipelines are also emphasized throughout the course. Review of the File System File System Organization File Types File and Directory Naming Rules and Conventions Commands for Navigating the File System Introduction to Inodes Ownership, Permissions, and Dates Manipulating Files and Links Manipulating Directories Determining Disk Usage Other File System Utilities Introduction to Shells: sh, bash, and ksh Shell Functions I/O Redirection and Pipes Command Separation and Grouping Background Execution Filename Expansion Shell Variables Command Substitution Quoting and Escaping Metacharacters Bash Shell Features Korn Shell Features Command Execution Startup Files Customizing the User Environment Shell Programming Shell Script Features and Capabilities Creating and Running a Script Working With Variables Environment Variables Working With Data Types Formatting Base Conversion Setting Special Attributes Input/Output Techniques Conditional Constructs if/then else/elif Looping Constructs for, while, until Math Operators Advanced Shell Features Manipulating Strings Writing and Calling Functions Controlling Process Priorities Interpreting Command Line Arguments Making Scripts Interactive Special Shell Variables Advanced I/O with Streams Improving Performance of Scripts Text Manipulation Utilities Editing a File from a Script Scripting with ed or sed UNIX and Linux Utilities to Manipulate Files Regular Expressions grep and egrep The Stream Editor sed Sorting in Scripts Generating Reports with awk Splitting Large Files Counting Words, Lines, and Characters Transforming File Contents File Processing Utilities Examining and Comparing Files Reporting Differences Between Files Comparing Files of Any Format Displaying Data in Octal and Hex Compressing Data Converting File Formats Extracting Text Strings Multitasking and Batch Processing Multitasking Scheduled Execution Using cron The at and batch Commands Regular Expressions Regular Expression Overview Regular Expression Implementations Regular Expressions RE Character Classes Regex Quantifiers RE Parenthesis Additional course details: Nexus Humans Intermediate Linux (TTLX2104) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Intermediate Linux (TTLX2104) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 5 Days 30 CPD hours This course is intended for This basic course is for IT personnel with a theoretical background of z/OS. Overview Review the main concepts of z/OS Log on to TSO and start ISPF/PDF Navigate through ISPF/PDF dialogs and use the basic ISPF/PDF functions and the ISPF Editor Use ISPF/PDF to allocate data sets and edit data sets (including hierarchical file system (HFS) files) via the ISPF Editor primary and line commands Use ISPF to create and manipulate (copy, rename, delete, list, sort and merge) data sets Identify security considerations for Multiple Virtual Storage (MVS) data sets and HFS files Describe and use TSO/E commands Perform simple modifications to existing ISPF/PDF panels Invoke a REXX exec and TSO CLIST Tailor existing JCL and submit batch jobs Review job status and job output using SDSF Invoke UNIX processes Manipulate HFS directories and file systems using the UNIX System Services ISHELL This course is designed to teach students the fundamental practical skills to navigate and work in a z/OS environment. This includes the use of ISPF/PDF dialogs, TSO/E commands, JCL, UNIX System Services shell, and BookManager. Review of the z/Architecture and z/OS An Introduction to ISPF, ISPF/PDF, and RACF System familiarization Working with ISPF/PDF (Part 1 & 2) Allocate new data sets ISPF editor primary commands ISPF editor line command Copy/move/rename/delete data sets and members Data set lists Working with TSO/E Using TSO/E commands Working with JCL Submit a job JCL exercises Working with UNIX System Services Procedures ISHELL and hierarchical file system Additional course details: Nexus Humans ES10 IBM Fundamental System Skills in z/OS training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the ES10 IBM Fundamental System Skills in z/OS course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 3 Days 18 CPD hours This course is intended for This course is most suited for IT professionals who have a need to understand the current requirements and core competences for managing IT in mission-critical environments. Overview After completion of the course the participant will be able to: 1. Provide guidance and implementation for IT strategy as set by senior IT and business management 2. Select and manage staff, implement training programs, career plan development and job rotation programs 3. Select, evaluate and negotiate vendors using RFI, RFP and selection criteria 4. Provide guidance for developing, testing and implementing business applications 5. Manage and/or assist in IT project management 6. Design and implement service management processes for incident, problem and change management 7. Understand the need for business continuity and design the business continuity plan 8. Review and implement information security practices and controls 9. Assist and initiate risk management practices 10. Understand and select new technologies such as cloud computing, big data, Internet of Things and social media to support business change demands 11. Select strategies for information management 12. Measure and improve quality of IT services CITS is designed to teach the skills, knowledge and competencies required of the modern IT specialist working at the senior professional, team-leader, supervisor or management level in IT management. IT Strategy The need for Information Technology Enterprise architecture Service catalogue Service level management Sustainable development IT Organisation Personnel need Roles and responsibilities Sourcing Selection process Hiring staff Managing staff Career planning Training / job rotation Performance appraisal Staff departures Vendor Selection / Management The importance of vendors Vendor selection Request For Information (RFI) Request For Proposal (RFP) Proposal evaluation Vendor reference checks Contract negotiation Contract management Vendor management Re-compete vendors Project Management Methodologies Project organisation Starting up / initiating Planning / initiation a project Risk Quality Scope Work / Product Breakdown Structure PERT diagram / Gantt chart Cost Communication Application Management Software Development Life Cycle (SDLC) Software Quality Assurance (SQA) Requirements Development Testing Adoption (implementation) Maintenance Service Management Incident management Problem management Change management Business Continuity Management Standards and guidelines Objectives Context Interested parties Scope Roles and responsibilities Resources and competences Awareness and communication Documentation Business Impact Analysis Risk Management Guidelines Context establishment Identification Analysis Evaluation Treatment Communication Monitoring and control Information Security Management Standards Confidentiality Integrity Availability Controls types Guideline for controls selection Control categories Information security awareness Security incident response Information and Knowledge Management Information management Data management Information management - technologies Business intelligence Data management - technologies Best practices in data governance Pitfalls in data governance Business Change Management Business change Frameworks, models and techniques Needs identification Cloud computing Social media / digital marketing Big data Internet of Things (IoT) Quality Management Standards, guidelines and frameworks Objectives Activities Services review Customer feedback Customer survey Key Performance Indicators (KPI) Metrics Scorecards and reports Quality register Exam Actual course outline may vary depending on offering center. Contact your sales representative for more information.

ITIL® 4 Specialist: Create, Deliver and Support: Virtual In-House Training The ITIL® 4 Specialist: Create, Deliver, and Support module is part of the Managing Professional stream for ITIL® 4. Candidates need to pass the related certification exam for working towards the Managing Professional (MP) designation. This course is based on the ITIL® 4 Specialist: Create, Deliver, and Support exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam. What You Will Learn The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver, and Support exam specification: Understand how to plan and build a service value stream to create, deliver, and support services Know how relevant ITIL® practices contribute to the creation, delivery, and support across the SVS and value streams Know how to create, deliver, and support services Organization and Culture Organizational Structures Team Culture Continuous Improvement Collaborative Culture Customer-Oriented Mindset Positive Communication Effective Teams Capabilities, Roles, and Competencies Workforce Planning Employee Satisfaction Management Results-Based Measuring and Reporting Information Technology to Create, Deliver, and Support Service Integration and Data Sharing Reporting and Advanced Analytics Collaboration and Workflow Robotic Process Automation Artificial Intelligence and Machine Learning CI / CD Information Model Value Stream Anatomy of a Value Stream Designing a Value Stream Value Stream Mapping Value Stream to Create, Deliver, and Support Services Value Stream for Creation of a New Service Value Stream for User Support Value Stream Model for Restoration of a Live Service Prioritize and Manage Work Managing Queues and Backlogs Shift-Left Approach Prioritizing Work Commercial and Sourcing Considerations Build or Buy Sourcing Models Service Integration and Management

ITIL® 4 Foundation: Virtual In-House Training ITIL® 4 is built on the established core of best practice in the ITIL® guidance. ITIL® 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. ITIL® 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps. The ITIL® 4 Foundation is based on the exam specifications specified by AXELOS for the ITIL® 4 Foundation certification. The fundamental objective of this course is to help the participants understand the key concepts of service management and the ITIL® 4 service management framework and prepare for the ITIL® 4 Foundation exam. In addition, this course offers a rich learning experience that helps the participants relate ITIL® to their own work environment. The course includes a case study (based on a fictitious organization, 'Axle Car Hire') that will help the participants understand and experience the ITIL® guiding principles, service value, practices through real-world challenges and opportunities. The rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and a set of quick reference cards. What You Will Learn At the end of this program, you will be able to: Understand the key concepts of ITIL® service management Understand how ITIL® guiding principles can help an organization to adopt and adapt ITIL® service management Understand the four dimensions of ITIL® service management Understand the purpose and components of the ITIL® service value system, and activities of the service value chain, and how they interconnect Understand the key concepts of continual improvement Learn the various ITIL® practices and how they contribute to value chain activities Course Introduction Let's Get to Know Each Other Course Overview Course Learning Objectives Course Structure Course Agenda Introduction to IT Service Management in the Modern World Introduction to ITIL® 4 Structure and Benefits of ITIL® 4 Case Study: Axle Car Hire Case Study: Meet the Key People at Axle Case Study: The CIOs Vision for Axle Exam Details ITIL® 4 Certification Scheme Service Management - Key Concepts Intent and Context Key Terms Covered in the Module Module Learning Objectives Value and Value Co-Creation Value: Service, Products, and Resources Service Relationships Value: Outcomes, Costs, and Risks Exercise: Multiple-Choice Questions The Guiding Principles Intent and Context Identifying Guiding Principles Key Terms Covered in the Module Module Learning Objectives The Seven Guiding Principles Applying the Guiding Principles Exercise: Multiple-Choice Questions The Four Dimensions of Service Management Intent and Context The Four Dimensions Key Terms Covered in the Module The Four Dimensions and Service Value System Module Learning Objectives Organizations and People Information and Technology Partners and Suppliers Value Streams and Processes External Factors and Pestle Model Exercise: Multiple-Choice Questions Service Value System Intent and Context Service Value System and Service Value Chain Module Learning Objectives Overview of Service Value System Overview of the Service Value Chain Exercise: Multiple-Choice Questions Continual Improvement Intent and Context Key Terms Covered in the Module Introduction to Continual Improvement Module Learning Objectives The Continual Improvement Model Relationship between Continual Improvement and Guiding Principles Exercise: Multiple-Choice Questions The ITIL® Practices Intent and Context ITIL® Management Practices Key Terms Covered in the Module Module Learning Objectives The Continual Improvement Practice The Change Control Practice The Incident Management Practice The Problem Management Practice The Service Request Management Practice The Service Desk Practice The Service Level Management Practice Purpose of ITIL® Practices Exercise: Crossword Puzzle