Hotline

0963 801 047
APEX Global Education
ACADEMY FOR PROFESSIONAL EXCELLENCE

Learning Objective

At the end of the training, participants are expected to:

  • Understand the key concepts of Direct, Plan, and Improve
  • Understand the scope of what is to be directed/planned and how to use key principles and methods of planning:
    • Learn how to cascade goals and requirements
    • Learn how to define effective policies, controls, and guidelines
    • Learn how to place decision-making authority at the correct level
    • Understand the role of governance, risk, and compliance (GRC) and how to integrate with the service value system (SVS)
  • Discover how to use the key principles and methods of continual improvement for all types of improvements:
    • Learn how to use the ITIL continual improvement model to improve the service value system
    • Learn how to identify assessment objectives, outputs requirements, and criteria as well as how to select an appropriate assessment for a particular situation
    • Learn how to define and prioritize desired outcomes
    • Learn how to build, justify, and sell a business case
    • Learn how to conduct improvement reviews and how to embed continual improvement at all levels of the SVS
  • Discover how to use the key principles of organizational change management to:
    • Identify and manage different stakeholder types
    • Learn how to establish effective channels for feedback and communication
    • Learn how to develop effective interfaces across the value chain
    • Understand how to use the key principles and methods of measurement and reporting in directing, planning, and improvement
  • Learn how to direct, plan, and improve value streams and practices:
    • Understand the differences between value streams and practices while learning how to select and use the appropriate techniques to direct, plan, and improve them
  • Prepare to exam to seeking to obtain the ITIL Managing Professional (MP) Certificate or the ITIL Strategic Leader (SL) Certificate.
Training Contents

Module 1: Introduction to service management

  • Key concepts of service management
  • The Guiding Principles
  • The four dimensions of service management
  • The service value system
  • The service value chain
  • Continual Improvement Model
  • Direct, Plan and Improvement

Module 2: Principle and methods

  • Objectives and requirement cascading
  • Effective policies, controls and guidelines defining
  • Decision-making authority at the correct level.

Module 3: Governance risk and compliance

  • The role of Risks
  • Risk management
  • Governance impact
  • Sufficient controlling

Module 4: The Continual improvement model

  • Improving the service value system using Continual improvement model
  • Identifying assessment objectives and requirements
  • Appropriate assessment methods selecting
  • Desired outcomes defining and prioritizing
  • Improvement review
  • Lessons learned analyzing
  • Business case Building, Justifying and advocating
  • Continual improvement embedding at all level

Module 5: Organization change management

  • Nature, scope and potential benefits
  • Diffident types of stakeholders Identifying and managing
  • Effective communication
  • Effective feedback channels
  • Effective interfaces across the value chain

Module 6: Metrics and indications

  • Reasons for measuring
  • Types of measuring
  • Planning and evaluation model
  • Balanced scorecard
  • IT component-to-scorecard hierarchy
  • Organization improvement cascade
  • Success factors and KPIs
  • KPIs and behavior

Module 7: Value streams and Practice

  • Value stream and practices
  • Fours dimensions addressing
  • Applying the guiding principles
  • Value stream mapping
  • Optimization of workflow
  • Eliminate of waste
  • Ensuring and Utilizing feedback
Target Participant

This course is aimed at IT leaders and managers of all levels of the organization who are seeking to obtain the ITIL Managing Professional (MP) Certificate or the ITIL Strategic Leader (SL) Certificate, and/or who are involved in shaping IT direction and strategy. And some special roles:

  • All IT Professionals
  • IS/IT Manager
  • IT Service Manager
  • Change Manager, Delivery Manager, MIS Manager
  • IT Project Manager
  • IT Architect, System Architect, Enterprise Architect
  • Business Process Analyst, Business Analyst
  • Service Desk Manager, IT Operation Manager
  • IT Director, Head of IT
  • ITSM Consultants
  • CIO/CTO
  • IT Staffs, IT Supervisor, Service Desk, IT Engineers, Application Developer, DevOps, IT Auditor, and other IT-related positions
Key Highlights

Class training methods Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business
Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187 Email: info@apexglobal.com.vn Please click below link to view our public training schedule

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  Brochure VN

Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.


  • Certified Partners International