ITILv5 Foundation (อบรมพร้อมติวสอบ)

เนื้อหาการอบรม

• Introduction to ITIL Version 5
  • Overview of ITIL and its evolution to Version 5
  • ITIL in the AI, Cloud and Autonomous Operations Era
  • Why ITIL must evolve in the age of AI and Digital Business
  • The key concepts of modern service management
  • Value co-creation and digital value streams
  • Stakeholders in digital service ecosystems
  • Digital products and intelligent services
  • Intelligent Service and Autonomous Service Operations
  • Human + AI collaboration in service management
  • Experience-centric service management (XLA mindset)
• The ITIL Service Value System (SVS) in Version 5
  • Overview of the modernized Service Value System
  • Components of the SVS
  • AI-enabled governance and compliance alignment
  • Integration with DevOps, SecOps and AIOps
• ITIL Guiding Principles for the AI & Digital Era
  • Overview of the guiding principles in ITIL Version 5
  • Ethical AI and trustworthy automation
  • Sustainability and resilience in digital operations
  • Applying guiding principles in AI-driven organizations
• The Digital Service Value Chain
  • Introduction to modern service value chain activities
  • Integration of value chain activities to deliver digital value
  • AI-enabled and event-driven service operations
  • Automation within the service value chain
  • Self-healing and predictive service operations
  • Integration with Agile, DevOps and Platform Engineering
  • Service orchestration across hybrid and multi-cloud environments
• ITIL Management Practices in Version 5
  • Overview of ITIL management practices
  • Modern incident management with AI-assisted operations
  • Change enablement in Agile and DevOps environments
  • Problem management using predictive analytics
  • Service request management with intelligent automation
  • Monitoring, observability and event management
  • Knowledge management using Generative AI
  • Information security management and cyber resilience
  • DevSecOps integration with ITSM
  • AI Risk Management and Ethical AI governance
  • Digital product and platform management practices
  • Experience management and XLA integration
• Continual Improvement and Experience Optimization
  • Importance of continual improvement in digital organizations
  • The continual improvement model
  • Continuous optimization using AI insights
  • KPI, SLA and XLA evolution
  • Experience Level Agreement (XLA)
  • Data analytics and service intelligence
  • Feedback-driven improvement culture
  • Business outcome and value measurement
  • Adaptive improvement in autonomous environments
• AI, Automation and Experience Management in ITSM
  • Introduction to AI-driven IT Service Management
  • AIOps and intelligent operations
  • Hyperautomation in enterprise IT
  • Generative AI in service desk and support operations
  • Virtual agents and AI assistants
  • Predictive and preventive IT operations
  • Self-healing infrastructure and autonomous remediation
  • AI-powered knowledge management
  • Experience Level Agreement (XLA)
  • Digital Employee Experience (DEX)
  • AI use cases in ITSM
  • AI governance, risk and compliance
  • Human oversight in autonomous operations
  • Future trends of AI-native Service Management