Inhalt: Service management is the mental model behind ITSM tools like ServiceNow, Nexthink, and HappySignals, as well as the roles, workflows, and information that help you support and deliver the products and services you offer. This course from instructor David Pultorak explains the necessity of service management and how it can best work in an agile environment. David covers the basics of service management-what it is, why it's important, and practical tips on how to use it. He talks about the stakeholders you must tend to, and the journeys and experiences they take with you. He also imparts his ideas on how to better stage and conduct interactions. As David shows, when individuals, teams, and organizations grasp these concepts, it can make a big difference in everyone's day-to-day work life. Umfang: 01:30:28
Inhalt: When an IT incident affects your organization, what you say, when you say it, and how you communicate it is crucial to protecting both your organization's reputation and its long-term operations. Fortunately, handling hairy situations doesn't have to be guesswork. In this course, instructor David Pultorak covers the best ways to leverage the CCC® model, which gives you a shared approach, a common language, and best practices for improving communications during critical situations. David explains the different areas, results, phases, and layers of the model, to make it easier for you to navigate challenging moments-from breaches, to hacks, to misunderstandings gone awry on social media. He goes over how to communicate during the incident and how to follow through during the aftermath. David also discusses factors that influence your ability to respond well during different phases and he concludes with ways you can improve your responses. Umfang: 01:03:57
Inhalt: Apprenez les bases des deux versions actuelles de l'approche la plus prisée au monde en matière de gestion des services informatiques : ITIL® V3 et ITIL® 4. Découvrez ce qu'est la méthode ITIL® et en quoi elle est importante pour vous comme pour votre organisation. Apprenez les bases d'ITIL® V3 : le cycle de vie de service, les processus et les fonctions, ainsi que les rôles, la technologie et l'automatisation. Ensuite, comparez avec ITIL® 4 : les quatre dimensions, le système de valeur des services, la chaîne de valeur des services, les principes directeurs et les pratiques. David Pultorak, contributeur et consultant ITIL®, vous présente également les bases de la certification ITIL®, y compris les plans de certification ITIL® V3 et ITIL® 4, en vous donnant des conseils pour réussir à l'examen. Umfang: 01:19:36
Inhalt: La série ITIL® en pratique a pour objectif d'aider les professionnels titulaires de la certification ITIL® Foundation à appliquer les concepts qu'ils ont appris. Elle offre une approche innovante, agile et directement applicable pour aider les individus, les équipes et les organisations à mettre ITIL® en ?uvre. Cette formation présente un cadre composé de sept approches pour l'application des concepts ITIL® Foundation, avec de nouveaux contenus basés sur ITIL® 4, la nouvelle version qui aligne les concepts de gestion des services IT sur le cloud. David Pultorak vous explique comment appliquer les sujets abordés dans la formation ITIL® 4 Foundation : les quatre dimensions de la gestion des services, le système de valeur des services ITIL®, les principes directeurs ITIL®, les activités de la chaîne de valeur des services et les pratiques de gestion des services ITIL®. Dans chaque chapitre, il vous donne des conseils pour mettre ces concepts en pratique. Il vous aide à réfléchir aux choses à faire et à ne pas faire, et vous donne des références et des ressources utiles pour aller plus loin. Umfang: 01:34:28
Inhalt: The release of ITIL® 4 modernizes the popular service management framework, adding coverage of topics such as lean, agile, and DevOps. In this course, get a first look at the ITIL® 4 Foundation exam. ITIL® Expert David Pultorak provides a high-level overview of ITIL® 4, as well as how updates to the framework affect the ITIL® Foundation certification exam. Learn about the similarities and differences between the ITIL 4® and ITIL® v3 Foundation exams and certification schemes, as well as what sparked the creation of ITIL® 4 in the first place. Plus, explore the seven guiding principles of ITIL® 4, the four dimensions of service management, the components of the ITIL® 4 service value system, and more. ITIL® is a registered trademark of AXELOS Limited. Umfang: 00:40:15.00
Inhalt: Learn the basics of both current versions of the world's most popular approach to IT service management: ITIL® v3 and ITIL® 4. Learn what ITIL® covers and why it matters to you and your organization. Learn the basics of ITIL® v3: the service lifecycle; processes and functions; and roles, technology and automation. Then compare the major differences in ITIL® 4: the four dimensions; the service value system; the service value chain; and the guiding principles, and practices. Instructor David Pultorak-an ITIL® contributor and consultant-also helps you learn the basics of ITIL® certification, including the ITIL® v3 and 4 certification schemes, and provides tips for passing the certification exam. Umfang: 01:19:53.00
Inhalt: How capable are you, your team, and your organization of responding quickly and efficiently, with quality and continuous improvement, to demands placed on you at high velocity? Lean IT provides a core set of principles, models, and practices to take your capabilities to the next level. This course covers that core set, including concepts such as value, value streams, flow, pull, and perfection. It helps you leverage lean for the current realities and driving needs in IT, especially "continuous everything." Follow along with instructor David Pultorak to learn the basics of lean IT and prepare for the Lean IT Foundation exam. By the end of the course, you should be able to understand lean IT concepts and apply them to achieve high velocity and quick time to value, quality, and continual improvement. Learn more about Lean IT Foundation certification at https://www.leanitassociation.com/certifications/lean-it-foundation/. Umfang: 00:49:41.00
Inhalt: The Putting ITIL® Into Practice series is designed to help ITIL® Foundation-certified professionals apply the concepts they have learned. It offers a fresh, agile, and directly applicable approach to help individuals, teams, and organizations implement ITIL®. This course introduces the seven ways framework for applying ITIL® Foundation concepts, with all new content for ITIL® 4-the version that brings IT service management concepts into the cloud-based era. Instructor David Pultorak covers how to apply the topics covered in ITIL® 4 Foundation: the four dimensions of service management, the ITIL® service value system, ITIL® guiding principles, service value chain activities, and ITIL® service management practices. In each chapter, David provides tips for moving concepts into practice. He helps you think through dos and don'ts and provides valuable references and resources for learning more. Umfang: 01:34:44.00
Inhalt: The Putting ITIL® Into Practice series is designed to help ITIL Foundation-certified professionals apply the concepts they have learned. It offers a fresh, agile, and directly applicable approach to help individuals, teams, and organizations apply ITIL. This course introduces the Seven Ways framework for applying the seven key ITIL Foundation concepts. Instructor David Pultorak covers services and service management; the service management lifecycle; service management terminology, principles, and models; service management processes; ITIL functions and roles; and the technology that can help you scale, automate, monitor, and optimize your services. In each chapter, he provides tips for moving concepts into practice. He helps you think through dos and don'ts, and provides valuable references and resources for learning more. Umfang: 02:12:47.00
Inhalt: This installment of the Putting ITIL® into Practice series helps ITIL® Foundation certified professionals get a practical start at applying DevOps concepts within their ITIL®-driven enterprise IT organizations as they move from traditional IT towards cloud and mobile on their journey of digital transformation. Throughout this course, instructor David Pultorak examines where DevOps and ITIL® Foundation concepts intersect in an enterprise setting. He begins by introducing DevOps for ITIL®-driven shops, including a discussion of what cloud-native DevOps and enterprise IT shops do and do not have in common. He then covers ideas on how to adapt DevOps values, principles, methods, practices, and tools to accommodate enterprise IT challenges; how to adapt each of the aspects of ITIL®-driven shops to accommodate DevOps values, principles, methods, practices, and tools. Umfang: 01:50:09.00
Inhalt: Problem management is about preventing and resolving the problems underlying interruptions of IT services. A set of shared techniques can make the difference between success and failure. ITIL® mentions a set of techniques as best practice, but does not cover how to apply them. This course bridges the gap for IT pros, giving them a concise introduction to the seven problem management techniques endorsed by ITIL, including: Brainstorming Ishikawa diagrams Kepner-Tregoe root cause analysis Fault tree analysis Component failure impact analysis Service outage analysis Post-implementation and major problem review ITIL trainer David Pultorak outlines the what, why, where, and how of each technique, and provide examples so you can practice with the goal of placing each technique into "muscle memory." He examines the 4 Ps that can contribute to or help resolve every problem-people, processes, products, and partners-and provides tips on where to go next. Umfang: 01:52:32.00
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