Điện thoại tư vấn

0963 801 047
Apex Global
ACADEMY FOR PROFESSIONAL EXCELLENCE

Learning Objective

The course will help participant understand how to plan and build a service value stream to create, deliver, and support services:

  • Learn the concepts and challenges that relate to organizational structure, team capabilities, roles, and culture across the Service Value System (SVS)
  • Understand the value of positive communications
  • Understand the planning and management of resources in the SVS
  • Understand the value and use of IT across the SVS
  • Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams:
  • Learn how to design, develop, and transition a value stream using ITIL practices
  • Learn how to better provide user support using ITIL practices
  • Learn how to create, deliver, and support services:
  • Discover how to prioritize, structure, and coordinate work and activities
  • Understand buy versus build considerations, sourcing options, and service integration management (SIAM)
  • Prepare to exam ITIL Specialist – Create, Deliver and Support 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
  • The Create, deliver and support in the value chain

Module 2: Organization and Peoples

  • Integrated/Collaborative teams
  • Team Capabilities, roles, competencies
  • Team culture and differences
  • Working to a customer-oriented mindset
  • Employee satisfaction management
  • The value of positive communications
  • Understand how to use “Shift left” approach

Module 3: Understanding and managing resources

  • Team collaboration and integration
  • Workforce planning
  • Result based measuring and reporting
  • The culture of continual improvement

Module 4: Information and Technology

  • Integrated service management toolsets
  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process and automation
  • Artificial intelligence and machine learning
  • Continuous integration, deployment/delivery
  • Information models

Module 5: Value Stream

  • Use a value stream to design, develop and transition new services
  • Use a value stream to provide user support
  • Service design practice
  • Software development practice
  • Deployment management practice
  • Release management practice
  • Service Validation and Testing practice
  • Change enablement practice

Module 6: Model value stream for restoring a live service

  • Providing user support
  • Service desk practice
  • Incident management practice
  • Problem management practice
  • Knowledge management practice
  • Service level management practice
  • Monitoring and event management practice

Module 7: Prioritizing work and managing queues

  • Co-ordinating, prioritizing and structuring work and activities
  • Managing queues and backlogs
  • Prioritizing work
  • Buy and build considerations
  • Sourcing options
  • Service integration and management
Target Participant
  • All IT Professionals
  • IS/IT Manager
  • IT Service Manager
  • Change Manager, Delivery Manager, MIS Manager
  • IT Project Manager
  • IT Architect, System Architect, Enterprise Archiect
  • 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
  • Anyone seeking ITIL Sepcialist – Create, Deliver and Support Certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner.
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