- Главная
- Курсы
- Управление современным предприятием
- Управление информацией и технологиями на предприятии
ITIL V3 2011 Service Operation SO
направление: Управление современным предприятием
Даты проведения курса
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[CATALOG_WIDTH] =>
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[CATALOG_LENGTH] =>
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[~CATALOG_VAT] =>
[CATALOG_VAT_ID] =>
[~CATALOG_VAT_ID] =>
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[CATALOG_RECUR_SCHEME_LENGTH] =>
[~CATALOG_RECUR_SCHEME_LENGTH] =>
[CATALOG_TRIAL_PRICE_ID] =>
[~CATALOG_TRIAL_PRICE_ID] =>
[CATALOG_WITHOUT_ORDER] => N
[~CATALOG_WITHOUT_ORDER] => N
[CATALOG_SELECT_BEST_PRICE] => N
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[CATALOG_PURCHASING_PRICE] =>
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[BAN_SYM] => ,;
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[~DESCRIPTION] =>
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[USER_TYPE] => EList
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[size] => 1
[width] => 0
[group] => N
[multiple] => N
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[VALUE_XML_ID] =>
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[NEW] => Array
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[LIST_TYPE] => C
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
[MULTIPLE_CNT] => 5
[LINK_IBLOCK_ID] => 0
[WITH_DESCRIPTION] => N
[SEARCHABLE] => N
[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Новинка
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[DEFAULT_VALUE] =>
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[COL_COUNT] => 30
[LIST_TYPE] => L
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
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[WITH_DESCRIPTION] => N
[SEARCHABLE] => N
[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Длитеность, часов
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
[VALUE_XML_ID] =>
[VALUE_SORT] =>
[VALUE] => 24
[PROPERTY_VALUE_ID] => 5142364
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[~DESCRIPTION] =>
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[DURATION_DAYS] => Array
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[PROPERTY_TYPE] => N
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[LIST_TYPE] => L
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[XML_ID] =>
[FILE_TYPE] =>
[MULTIPLE_CNT] => 5
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[SEARCHABLE] => N
[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Длитеность, дней
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
[VALUE_XML_ID] =>
[VALUE_SORT] =>
[VALUE] => 3
[PROPERTY_VALUE_ID] => 5142365
[DESCRIPTION] =>
[~VALUE] => 3
[~DESCRIPTION] =>
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[COURSE_CODE] => Array
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[XML_ID] =>
[FILE_TYPE] =>
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[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Код курса
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
[VALUE_XML_ID] =>
[VALUE_SORT] =>
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[PROPERTY_VALUE_ID] => 5142366
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[~DESCRIPTION] =>
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[ACTION_NUMBER] => Array
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[LIST_TYPE] => L
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
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[SEARCHABLE] => N
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[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
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[~DEFAULT_VALUE] =>
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[VALUE_SORT] =>
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)
[MARKER] => Array
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[CODE] => MARKER
[DEFAULT_VALUE] =>
[PROPERTY_TYPE] => S
[ROW_COUNT] => 1
[COL_COUNT] => 30
[LIST_TYPE] => L
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[XML_ID] =>
[FILE_TYPE] =>
[MULTIPLE_CNT] => 5
[LINK_IBLOCK_ID] => 0
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[SEARCHABLE] => N
[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Маркер
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
[VALUE_XML_ID] =>
[VALUE_SORT] =>
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[PROPERTY_VALUE_ID] => 5142367
[DESCRIPTION] =>
[~VALUE] => Upr
[~DESCRIPTION] =>
)
[HINT] => Array
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[CODE] => HINT
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[PROPERTY_TYPE] => S
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[LIST_TYPE] => L
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
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[SEARCHABLE] => N
[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Примечание
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
[VALUE_XML_ID] =>
[VALUE_SORT] =>
[VALUE] =>
[PROPERTY_VALUE_ID] =>
[DESCRIPTION] =>
[~DESCRIPTION] =>
[~VALUE] =>
)
[B_SPECIAL_PRICE] => Array
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[IBLOCK_ID] => 24
[NAME] => B_SPECIAL_PRICE
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[CODE] => B_SPECIAL_PRICE
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[PROPERTY_TYPE] => N
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[COL_COUNT] => 30
[LIST_TYPE] => L
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
[MULTIPLE_CNT] => 5
[LINK_IBLOCK_ID] => 0
[WITH_DESCRIPTION] => N
[SEARCHABLE] => N
[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => B_SPECIAL_PRICE
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
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[VALUE_SORT] =>
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[~DESCRIPTION] =>
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[LIST_TYPE] => L
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
[MULTIPLE_CNT] => 5
[LINK_IBLOCK_ID] => 0
[WITH_DESCRIPTION] => N
[SEARCHABLE] => N
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[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Стандартная цена для 1 чел.
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[~DESCRIPTION] =>
)
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[LIST_TYPE] => L
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
[MULTIPLE_CNT] => 5
[LINK_IBLOCK_ID] => 0
[WITH_DESCRIPTION] => N
[SEARCHABLE] => N
[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Подкатегория курса 4
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
[VALUE_XML_ID] =>
[VALUE_SORT] =>
[VALUE] => 70
[PROPERTY_VALUE_ID] => 5142371
[DESCRIPTION] =>
[~VALUE] => 70
[~DESCRIPTION] =>
)
[SHOW_TO_MAIN] => Array
(
[ID] => 189
[IBLOCK_ID] => 24
[NAME] => Показывать на главной
[ACTIVE] => Y
[SORT] => 500
[CODE] => SHOW_TO_MAIN
[DEFAULT_VALUE] =>
[PROPERTY_TYPE] => L
[ROW_COUNT] => 1
[COL_COUNT] => 30
[LIST_TYPE] => C
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
[MULTIPLE_CNT] => 5
[LINK_IBLOCK_ID] => 0
[WITH_DESCRIPTION] => N
[SEARCHABLE] => N
[FILTRABLE] => N
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] =>
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Показывать на главной
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
[VALUE_XML_ID] =>
[VALUE_SORT] =>
[VALUE] =>
[PROPERTY_VALUE_ID] =>
[DESCRIPTION] =>
[~DESCRIPTION] =>
[~VALUE] =>
[VALUE_ENUM_ID] =>
)
)
[DISPLAY_PROPERTIES] => Array
(
[DATE_TO] => Array
(
[ID] => 102
[IBLOCK_ID] => 24
[NAME] => Окончание курса
[ACTIVE] => Y
[SORT] => 500
[CODE] => DATE_TO
[DEFAULT_VALUE] =>
[PROPERTY_TYPE] => S
[ROW_COUNT] => 1
[COL_COUNT] => 30
[LIST_TYPE] => L
[MULTIPLE] => N
[XML_ID] =>
[FILE_TYPE] =>
[MULTIPLE_CNT] => 5
[LINK_IBLOCK_ID] => 0
[WITH_DESCRIPTION] => N
[SEARCHABLE] => Y
[FILTRABLE] => Y
[IS_REQUIRED] => N
[VERSION] => 1
[USER_TYPE] => DateTime
[USER_TYPE_SETTINGS] =>
[HINT] =>
[~NAME] => Окончание курса
[~DEFAULT_VALUE] =>
[VALUE_ENUM] =>
[VALUE_XML_ID] =>
[VALUE_SORT] =>
[VALUE] => 13.07.2022
[PROPERTY_VALUE_ID] => 5142369
[DESCRIPTION] =>
[~VALUE] => 13.07.2022
[~DESCRIPTION] =>
[DISPLAY_VALUE] => 13.07.2022
)
)
[PRODUCT] => Array
(
[TYPE] => 4
[AVAILABLE] => Y
[MEASURE] =>
[VAT_ID] =>
[VAT_RATE] =>
[VAT_INCLUDED] => N
[QUANTITY] => 0
[QUANTITY_TRACE] => N
[CAN_BUY_ZERO] => N
[SUBSCRIPTION] =>
[BUNDLE] => N
)
[ITEM_PRICE_MODE] => S
[ITEM_PRICES] => Array
(
[0] => Array
(
[UNROUND_BASE_PRICE] => 26000
[UNROUND_PRICE] => 26000
[BASE_PRICE] => 26000
[PRICE] => 26000
[ID] => 64635
[PRICE_TYPE_ID] => 1
[CURRENCY] => RUB
[DISCOUNT] => 0
[PERCENT] => 0
[VAT] => 0
[QUANTITY_FROM] =>
[QUANTITY_TO] =>
[QUANTITY_HASH] => ZERO-INF
[MEASURE_RATIO_ID] =>
[PRINT_BASE_PRICE] => 26 000 руб.
[RATIO_BASE_PRICE] => 26000
[PRINT_RATIO_BASE_PRICE] => 26 000 руб.
[PRINT_PRICE] => 26 000 руб.
[RATIO_PRICE] => 26000
[PRINT_RATIO_PRICE] => 26 000 руб.
[PRINT_DISCOUNT] => 0 руб.
[RATIO_DISCOUNT] => 0
[PRINT_RATIO_DISCOUNT] => 0 руб.
[PRINT_VAT] => 0 руб.
[RATIO_VAT] => 0
[PRINT_RATIO_VAT] => 0 руб.
[MIN_QUANTITY] => 1
)
)
[ITEM_QUANTITY_RANGES] => Array
(
[ZERO-INF] => Array
(
[HASH] => ZERO-INF
[QUANTITY_FROM] =>
[QUANTITY_TO] =>
[SORT_FROM] => 0
[SORT_TO] => INF
)
)
[ITEM_MEASURE_RATIOS] => Array
(
[0] => Array
(
[ID] => 0
[RATIO] => 1
[IS_DEFAULT] => Y
)
)
[ITEM_MEASURE] => Array
(
[ID] =>
[TITLE] => место
[~TITLE] => место
)
[ITEM_MEASURE_RATIO_SELECTED] => 0
[ITEM_QUANTITY_RANGE_SELECTED] => ZERO-INF
[ITEM_PRICE_SELECTED] => 0
[CHECK_QUANTITY] =>
[CATALOG_MEASURE_NAME] => место
[~CATALOG_MEASURE_NAME] => место
[CAN_BUY] => 1
[ITEM_PRICES_CAN_BUY] => 1
[~BUY_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=BUY&id=62269
[BUY_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=BUY&id=62269
[~ADD_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=ADD2BASKET&id=62269
[ADD_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=ADD2BASKET&id=62269
[~SUBSCRIBE_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=SUBSCRIBE_PRODUCT&id=62269
[SUBSCRIBE_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=SUBSCRIBE_PRODUCT&id=62269
[~COMPARE_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=ADD_TO_COMPARE_LIST&id=62269
[COMPARE_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=ADD_TO_COMPARE_LIST&id=62269
[~COMPARE_DELETE_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=DELETE_FROM_COMPARE_LIST&id=62269
[COMPARE_DELETE_URL] => /courses/ITILSO/?ELEMENT_CODE=ITILSO&action=DELETE_FROM_COMPARE_LIST&id=62269
[CATALOG_MEASURE_RATIO] => 1
[OFFER_GROUP] =>
[RATIO_PRICE] => Array
(
[VALUE] => 26000
[DISCOUNT_VALUE] => 26000
[PRINT_VALUE] => 26 000 руб.
[PRINT_DISCOUNT_VALUE] => 26 000 руб.
[DISCOUNT_DIFF] => 0
[PRINT_DISCOUNT_DIFF] => 0 руб.
[DISCOUNT_DIFF_PERCENT] => 0
[CURRENCY] => RUB
)
[MORE_PHOTO] => Array
(
[0] => Array
(
[SRC] => /bitrix/templates/.default/components/bitrix/catalog.element/course/images/no_photo.png
[WIDTH] => 150
[HEIGHT] => 150
)
)
[MORE_PHOTO_COUNT] => 1
)
)
- 11.07.2022 Москва записаться
Аудитория курса:
Данный курс предназначен для руководителей и сотрудников подразделений ИТ, а также всех, кто интересуется вопросами эффективного управления сервисами и организации работы ИТ:
Введение в Эксплуатацию сервисов
Обзор Эксплуатации сервисов.
Управление сервисами как практика
Сервисы и управление сервисами. Базовые концепции. Управление и управляющие системы. Жизненный цикл сервисов.
Принципы эксплуатации сервисов
Основы эксплуатации сервисов. Обеспечение баланса эксплуатации сервисов. Обеспечение хороших сервисов. Операционный персонал. Операционное состояние. Коммуникации. Документация. Входы и выходы эксплуатации сервисов.
Процессы эксплуатации сервисов
Управление событиями. Управление инцидентами. Управление запросами на обслуживание. Управление проблемами. Управление доступом. Оценка изменений.
Общие действия эксплуатации сервисов
Мониторинг и контроль. ИТ операции. Управление и поддержка серверов и мэйнфреймов. Управление сетями. Хранилища и архивы. Администрирование баз данных. Управление сервисами каталогов. Поддержка настольных и мобильных устройств. Управление связующим программным обеспечением. Управление Internet/Web. Управление дата-центрами. Операционные мероприятия. Улучшение операционных мероприятий.
Организация эксплуатации сервисов
Организационное развитие. Функции. Функции службы Service Desk. Функции технического управления. Функции управления ИТ операциями. Функции управления приложениями. Роли. Модель RACI. Компетенции и обучение. Структура организации сервисных операций.
Технологические аспекты
Универсальные требования. Управление событиями. Управление инцидентами. Управление запросами на обслуживание. Управление проблемами. Управление доступом. Service Desk.
Реализация эксплуатации сервисов
Управление изменениями сервисных операций. Сервисные операции и управление проектами. Оценка и управление рисками в сервисных операциях. Операционный персонал в проектировании и передаче сервисов. Планирование и реализация технологий управления сервисами.
Проблемы, риски и критические факторы успеха
Проблемы. Критические факторы успеха. Риски.