Digital and Information Technology was turned to be the essential tool for creating business competitive advantage for many decade ago. Business utilizes many digital solutions such as cloud service, digital platforms, mobile application, and AI-based system. IT service management (ITSM) is the mandatory knowledge and skills for IT management. This course will hand on the key concepts of Digital Product and Service Management including with detail for exam preparation based on ITIL Version 5. Participants can learn the detail of 7 modules including practices those often found in ITIL Foundation Version 5 exam. This course provides mock-up exam to ensure that participants will pass the real exam.

People who work in IT department.

• IT Operation Staff
• IT Middle Management
• IT Security officer
• IT Infra expert
• IT Application development
• Head of IT Operation
• Head of IT Infrastructure
• Head of IT Security
• Head of IT Application
• Head of Digital Transformation
• Head of IT Governance

Onsite 2 days (12 hours), 09:00 – 16:00 + Online (3 Hours) for Exam Review

Jasmine City Hotel Asoke Sukhumvit 23

Lecture and Case Study Workshop

Thai

Paiboon Punyayuttakan  (ITIL  V5, PMP, CISSP, CISA, IRCA, Project+)

ITIL Foundation V5 Exam Preparation

Day 1

• Digital Product and Service Management
• Value Co-Creation Concept
• Service Offering Techniques & Components
• 3 Types of Service Relationship
• Roles and Responsibilities in Service Relationship Management
• Definition of Service Utility & Warranty & Experience & Sustainability
• Experience in Digital Service

ITIL Product and Service Lifecycle

• Product and Service Life Cycle (Agile & DevOps Integration)
• 8 Steps of Product and Service Life Cycle
• Service Journey

Four Dimension of Product & Service Management

• 4 Dimensions of Product & Service Management
• External Factors of Product & Service Management

Service Value System

• Service Value System Concept (From Demand to Value)
• 5 Components of Service Value System
  • 7 Guiding Principles in ITIL 5
  • Governance
  • 8 Steps of Service Value Chain
  • 34 Practices (General Management / Service Management)
  • 7 Steps of Continual Improvement & KPI Measurement
• Output & Outcome
• Value : Outcome Realization & Business Strategy Alignment
• Service Value System Case Study (Mobile Banking & Digital Transformation)

Value Stream Identification , Mapping , and Management

• Value Stream Identification
• 5 Steps of Value Stream Mapping
• Value Stream Management

ITIL & Artificial Intelligence (AI)

• ITIL AI Capability Model
• ITIL AI governance

ITIL & Related Framework

• ITIL Related with DevOps
• Concept of Continuous Integration (CI)
• Concept of Continuous Delivery (CD)
• Concept of Continuous Deployment (CDP)
• ITIL Related with PRINCE2 (Project Management)

Day 2

ITIL V5 Practice

• Overview 34 Management Practices
  • Strategy Management
  • Portfolio Management
  • Architecture Management
  • Service Financial Management
  • Workforce and Talent Management
  • Continual Improvement
  • Measurement and Reporting
  • Risk Management
  • Information Security Management
  • Knowledge Management
  • Organization Change Management
  • Project Management
  • Relationship Management
  • Supplier Management
  • Business Analysis
  • Service Catalogue Management
  • Service Design
  • Service Level Management
  • Availability Management
  • Capacity and Performance Management
  • Service Continuity Management
  • Monitoring and Event Management
  • Service Desk
  • Incident Management
  • Service Request Management
  • Problem Management
  • Release Management
  • Change Enablement
  • Service Validation and Testing
  • Service Configuration Management
  • Asset Management
  • Deployment Management
  • Infrastructure and Platform Management
  • Software Development and Management
• Analyze and Detail 10 Practices (Often Found in Exam)
  • Service Level Management (SLM)
    • Definition of SLA
    • 4 Components of Service Level Metric
  • Change Enablement (CHE)
    • Definition of Change
    • Roles of Change Advisory Board (CAB)
    • Types of Change
  • Release and Deployment Management (RDM)
    • Definition of Release
    • Definition of Deploy
    • Difference between Release & Deploy
  • Incident Management (ICM)
    • Definition of Incident
    • Difference between Incident & Service Request
  • Service Request Management (SRM)
    • Definition of Service Request
  • Monitoring & Event Management (EVM)
    • Definition of Event
  • Service Desk (SDK)
    • Definition of Service Desk
  • Problem Management (PBM)
    • Source of Problem
    • Definition of Workaround , Corrective , Preventive Actions , Error , Know Error , Problem
  • Service Asset and Configuration Management (SACM)
    • Definition of CIs & CMDB
    • Type of CIs
  • IT Service Continuity Management (ITSCM)
    • Definition of ITSCM
    • Definition of RTO & RPO

ITIL Foundation V5 Exam Preparation

• Review ITIL V5 Terms & Definition (Often Found in Exam)
• Review and Explain ITIL Foundation V5 Exam (40 Questions)
• Mock-up Exam Test Set 1 (40 Questions 60 Minutes)
• Mock-up Exam Test Set 2 (40 Questions 60 Minutes)
• Mock-up Exam Review Answer Key (Set 1,2)

เทคโนโลยีสารสนเทศ หรือ ไอที กลายมาเป็นเครื่องมือสาคัญในการ สร้างความได้เปรียบในการแข่งขันทางธุรกิจมาหลายทศวรรษแล้ว ธุรกิจนาระบบ IT ใช้ในหลายรูปแบบ เช่น cloud service, digital platforms, mobile application, AI-based system ส่งผลให้การบริหารจัดการ บริการด้านไอที หรือ IT Service Management (ITSM) เป็นความรู้และทักษะที่จาเป็นสาหรับ ผู้ บริหารระบบไอที ในทุกระดับ และ Framework สาคัญ สาหรับ IT Service Management ที่ได้รับความนิยมในระดับสากล นั่นคือ ITIL Version 5 Framework หรือ IT Infrastructure Library โดยหลักสูตร นี้ออกแบบมา เพื่อการพัฒนาความรู้ของ แนวปฏิบัติ ตามมาตรฐาน ITIL Version 5 โดยภาพรวม โดยจะเน้น การเตรียมตัวสอบ Certified ITIL Foundation V5 โดย ผู้เข้าอบรม จะได้เรียนรู้ เนื้อหาสาคัญ ที่ออกสอบ และได้ทดลองทาข้อสอบ Mock-up เพื่อจาลองการสอบ เพื่อให้มั่นใจว่า จะสามารถสอบผ่าน ในการสอบจริง

Onsite 2 วัน (12 ชั่วโมง), 09:00 – 16:00 + Online (3 ชั่วโมง) สาหรับทวนข้อสอบ

โรงแรม จัสมิน ซิตี้ อโศก สุขุมวิท 23

บรรยาย และ ฝึกทาข้อสอบจาลอง (Mock-up Exam)

ไทย

อาจารย์ ไพบูลย์ ปัญญายุทธการ ITIL  V5 , PMP, CISSP, CISA, IRCA, Project+

ITIL Foundation V5 Exam Preparation

Day 1

ITIL V5 Key Concept , Terms , and Definition

• Digital Product and Service Management
• Value Co-Creation Concept
• Service Offering Techniques & Components
• 3 Types of Service Relationship
• Roles and Responsibilities in Service Relationship Management
• Definition of Service Utility & Warranty & Experience & Sustainability
• Experience in Digital Service

ITIL Product and Service Lifecycle

• Product and Service Life Cycle (Agile & DevOps Integration)
• 8 Steps of Product and Service Life Cycle
• Service Journey

Four Dimension of Product & Service Management

• 4 Dimensions of Product & Service Management
• External Factors of Product & Service Management

Service Value System

• Service Value System Concept (From Demand to Value)
• 5 Components of Service Value System
  • 7 Guiding Principles in ITIL 5
  • Governance
  • 8 Steps of Service Value Chain
  • 34 Practices (General Management / Service Management)
  • 7 Steps of Continual Improvement & KPI Measurement
• Output & Outcome
• Value : Outcome Realization & Business Strategy Alignment
• Service Value System Case Study (Mobile Banking & Digital Transformation)

Value Stream Identification , Mapping , and Management

• Value Stream Identification
• 5 Steps of Value Stream Mapping
• Value Stream Management

ITIL & Artificial Intelligence (AI)

• ITIL AI Capability Model
• ITIL AI governance

ITIL & Related Framework

• ITIL Related with DevOps
• Concept of Continuous Integration (CI)
• Concept of Continuous Delivery (CD)
• Concept of Continuous Deployment (CDP)
• ITIL Related with PRINCE2 (Project Management)

Day 2
ITIL V5 Practice

• Overview 34 Management Practices
  • Strategy Management
  • Portfolio Management
  • Architecture Management
  • Service Financial Management
  • Workforce and Talent Management
  • Continual Improvement
  • Measurement and Reporting
  • Risk Management
  • Information Security Management
  • Knowledge Management
  • Organization Change Management
  • Project Management
  • Relationship Management
  • Supplier Management
  • Business Analysis
  • Service Catalogue Management
  • Service Design
  • Service Level Management
  • Availability Management
  • Capacity and Performance Management
  • Service Continuity Management
  • Monitoring and Event Management
  • Service Desk
  • Incident Management
  • Service Request Management
  •  Problem Management
  • Release Management
  • Change Enablement
  • Service Validation and Testing
  • Service Configuration Management
  • Asset Management
  • Deployment Management
  • Infrastructure and Platform Management
  • Software Development and Management
• Analyze and Detail 10 Practices (Often Found in Exam)
  
  • Service Level Management (SLM)
    • Definition of SLA
    • 4 Components of Service Level Metric
  • Change Enablement (CHE)
    • Definition of Change
    • Roles of Change Advisory Board (CAB)
    • Types of Change
  • Release and Deployment Management (RDM)
    • Definition of Release
    • Definition of Deploy
    • Difference between Release & Deploy
  • Incident Management (ICM)
    • Definition of Incident
    • Difference between Incident & Service Request
  • Service Request Management (SRM)
    • Definition of Service Request
  • Monitoring & Event Management (EVM)
    • Definition of Event
  • Service Desk (SDK)
    • Definition of Service Desk
  • Problem Management (PBM)
    • Source of Problem
    • Definition of Workaround , Corrective , Preventive Actions , Error , Know Error , Problem
  • Service Asset and Configuration Management (SACM)
    • Definition of CIs & CMDB
    • Type of CIs
  • IT Service Continuity Management (ITSCM)
    • Definition of ITSCM
    • Definition of RTO & RPO

ITIL Foundation V5 Exam Preparation

• Review ITIL V5 Terms & Definition (Often Found in Exam)
• Review and Explain ITIL Foundation V5 Exam (40 Questions)
• Mock-up Exam Test Set 1 (40 Questions 60 Minutes)
• Mock-up Exam Test Set 2 (40 Questions 60 Minutes)

18,500 Baht
Early Bird 15,500 Baht - to be paid 2 weeks prior to training 

Transfer thru bank or pay cheque 

1. By Cash – Please pay to the account name “บริษัท โนวเลดเจอร์ จำกัด”

2. By Cheque – Please pay A/C Payee Cheque to “Knowledger Co., Ltd.” (“บริษัท โนวเลดเจอร์ จำกัด”)
To complete the registration process, please scan and email the pay-in slip and withholding tax slip (if any) to info@knowledgertraining.com. Knowledger will acknowledge the registration to the registrant and the HR/coordinator emails provided.

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