PMIS has become an accredited training organization for ITIL training and certifications since year of 2010.
Introduce participants to managing modern IT-enabled services, enhancing their understanding of common language and key concepts. Show them how ITIL 4 guidance can improve their work and their organization's performance. Provide candidates with insights into the ITIL 4 service management framework and its evolution to incorporate modern technologies and ways of working.
Part 1: Introduction
Part 2: Key concepts of service management
Part 3: The four dimensions of service management
Part 4: The ITIL service value system
PART 5: ITIL 4 management practices
COURSE & EXAM DURATION
2-days (14 hours)
PRE-REQUISITE: No;
EXAM INFORMATION: one hour exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 65% (26 out of 40).
ISO/IEC 20000 is an international standard for IT service management, enabling organizations to demonstrate excellence and best practices. It aligns with ITIL® and covers the design, transition, delivery, and improvement of services. The Auditor qualification ensures candidates understand service management and can audit against ISO/IEC 20000-1:2018 requirements.
Part 1: Overview of ISO/IEC 20000 and related best practices, standards and schemes.
Part 2: System Management System (SMS) General Requirements.
Part 3: Operation of the SMS: Operational planning and control; service portfolio; relationship and agreement; supply and demand processes.
Part 4: Operation of the SMS: Service design, build and transition; resolution and fulfillment; service assurance processes.
Part 5: Achieving ISO/IEC 20000 certification.
COURSE & EXAM DURATION: 2-days (14 hours)
PRE-REQUISITE: A minimum of three years' experience conducting audits in an IT environment is recommended.
EXAM INFORMATION: 1-hour exam for 40 multiple-choice questions (MCQ); The pass mark is 65% (26 out of 40 questions); Closed book.
ISO/IEC 20000 is an international standard for IT service management, ensuring excellence and best practices. It aligns with ITIL® and covers the design, transition, delivery, and improvement of services. The standard helps IT service providers continually improve and deliver value. The syllabus supports practitioner accreditation, outlining learning outcomes and proficiency requirements.
Part 1: Overview of ISO/IEC 20000 and related best practices, standards and schemes.
Part 2: System Management System (SMS) General Requirements.
Part 3: Operation of the SMS: Operational planning and control; service portfolio; relationship and agreement; supply and demand processes.
Part 4: Operation of the SMS: Service design, build and transition; resolution and fulfillment; service assurance processes
Part 5: Achieving ISO/IEC 20000 certification.
COURSE & EXAM DURATION: 3-days (21-hours)
PRE-REQUISITE: ISO/IEC 20000 Foundation or ITIL Foundation
EXAM INFORMATION: Complex multiple-choice; Three hours for 4 questions per paper, 20 marks available per question; The pass mark is 65% (26 out of 40 questions); Open book (a copy of Part 1 is permitted)
Covering challenges that modern enterprises face – from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers.
Facilitating for those wanting to make immediate tangible changes to their organization’s working methods in service management. Less about technical aspects, and more on a practical and holistic approach to the creation and management of effective and streamlined services.
Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits
Part 2: ITIL 4 Foundation Summary- Value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks; The four dimensions of service management; The ITIL system value system
Part 3: Plan and Build a Service Value Stream - Concepts and challenges; use a ‘shit left’ approach; Plan and manage results
Part 4: Know how to use ITIL practices contribute to CDS – Value stream to design, develop and transition new services; ITIL practices contribute to a value stream for a new service; Value stream to provide user support; ITIL practices contribute to a value stream for user support
Part 5: Know how to CDS Services - Managing queues and backlogs; Prioritizing work; Buy vs build considerations; Sourcing options ; Service integration and management (SIAM)
COURSE & EXAM DURATION
3-days (21 hours)
COURSE EXAM
(1) Pre-requisite: ITIL 4 Foundation holder;
(2) Exam information: 1.5 hours exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 70% (28 out of 40 questions).
Exploring the ways in which digital organizations and digital operating models function in high velocity environments. Understanding the difference between IT transformation and digital transformation and know
where to make digital investment for significant business enablement.
Enabling traditional practitioners and organizations to update their skills and working methods for the digital era.
Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits.
Part 2: ITIL 4 Foundation Summary- Value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks; The four dimensions of service management; The ITIL system value system.
Part 3: High Velocity Nature of the digital enterprise – High Velocity key terms; HIT objectives: valuable investments, fast development, Resilient operations, value co-creation, assured conformance;
Part 4: Digital Product Lifecycle and ITIL Operating Model – The four dimensions of service management; ITIL SVS; Service value chain; Digital product lifecycle.
Part 5: Principles, Models and Concepts: Ethics, safety culture, lean culture, Toyota kata, lean/agile/resilient/continuous, service-dominant logic; design thinking; complexity thinking; Deal with uncertainty, trust and be trusted, commit to higher performance, help get customers’ jobs done, improving by being inquisitive.
Part 6: Achieving Value with Digital Products - Techniques & 17 ITIL practices for Valuable Investment, Fast development;, Resilient operation, Co-created value, Assured conformance.
COURSE & EXAM DURATION
3-days (21 hours)
COURSE EXAM
(1) Pre-requisite: ITIL 4 Foundation holder;
(2) Exam information: 1.5 hours exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 70% (28 out of 40 questions).
Covering all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. Focusing on the conversion of demand into value via IT-enabled services and focuses on the customer journey.
Increasing stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy. Driving IT professionals to interact with stakeholders to influence and improve the user experience.
Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits
Part 2: ITIL 4 Foundation Summary- Value and value co-creation; product & services; services relationship; Values: outcomes, costs, and risks; The four dimensions of service management; The ITIL system value system
Part 3: Explore – Target Market and Stakeholder: Customer journeys: Characteristics of markets; Market activities and techniques; Customer needs and factors; service providers and value propositions;
Part 4: Engage – Foster Stakeholder Relationships: Mutual readiness & maturity; Supplier and partner relationship; Develop customer relationships; Analyze customer needs; Communication and collaboration; Relationship Management practice; Supplier Management practice
Part 5: Offer - Shape Demand ad Define Service: Designing digital services; Selling obtaining service offerings; Demand and opportunities; Requirements; Business Analysis practices
Part 6: Agree – Align Expectation and Agree Service: Plan for value co-creation; Service utility, warranty, experience; SLM practice
Part 7: Onboard – Onboarding and Offboarding: Key activities and plans, User relationships; Authorization; Mutual elevation of capabilities; User engagement and delivery channels; SCM and Service Desk practices
Part 8: Co-create –Value Co-creation: Request services; Triaging; User communities, Mindset and provision; Customer and user feedback; Service Request Management practices
Part 9: Realize – Realize and Validate Service Value: Measurement, monitoring, reporting services
COURSE & EXAM DURATION
3-days (21 hours)
COURSE EXAM
(1) Pre-requisite: ITIL 4 Foundation holder;
(2) Exam information: 1.5 hours exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 70% (28 out of 40 questions).
International accreditation
Easy to learn and apply knowledge for real context within a short period of time.
Conducted by Cantonese with English supplementary and training materials.
The English/Mandarin speaking courses are available on request.
Led by full-time experienced instructor.
Delivered all live courses via online virtual, classroom, or blended.
Highly flexible schedules for the candidates' needs based on mutual agreement.
The course alongside is exam fees HK$9200 up.
The ITIL®4 training courses are exclusively offered as a bundle with their respective exam vouchers.
Good day! Please contact us.
| Online Virtual Class / In-house |
|---|
| Online Virtual Class |
|---|
| Online Virtual Class |
|---|