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2.Hình Thức Học:
2.1. Online:
- Bạn học thông qua kết hợp với Gotomeeting.

- Cách học các Course trên portal.itforvn bạn xem thêm hướng dẫn tại LINK NẦY

2.2. Offline:
+ Bạn học trực tiếp với thầy tại địa chỉ: Cafe Phượng Các - Địa chỉ 213 bis Nam Kỳ Khởi Nghĩa, Phường 7, Quận 3, Hồ Chí Minh.
+ Đối với các lớp Offline các bạn sẽ được miễn phí : Cơm trưa, Cafe 2 lần/ngày, trà nóng, bánh trái. Cuối khóa học bạn sẽ được cấp chứng chỉ trực tiếp từ thầy Troy.
+ Trường hợp bạn bận công việc vào hôm học Offline bạn có thể học Online và xem lại các video được group record lại, cũng như các Document liên quan.

3.Code Register (Điền vào ô Code Register khi bạn đăng ký course học):





4.OUTLINE COURSE ITSM - Working with Processes & Service Catalog

This is a 3-day practical class.

We are going to excite on ivanti service desk ( 

The benefits of this class includes:

-       Helps you to create your IT Service Catalogue and using it to support your business effectively and efficiently, and service reporting.

-       Helps you to develop your Competency + Skills Matrix to manage your IT Help Desk team.

-       Helps you to develop your own processes.

-       Helps you to understand how to work with processes and how to enforce your processes at your workplace.

-       Helps you create your process KPIs

-       Helps you understand about auditing and Key Controls for your process for auditing (Auditing and Governance)

-       Roles and responsibilities, based on RACI model:

o   Understand and create your own RACI model for your processes


Day 1:

-       Service Catalog

o   Service Catalog definitions (including Service Portfolio, Service Pipeline, and Retired Services), Service Catalog components & Service Catalog template.

o   Creating a Service Catalog

o   Working with Service Catalog & Service Reporting

-       Competency + Skills Matrix (Help Desk team)


Day 2:

-       Process:

o   Process definition, process components & process generic template.

o   Creating a Process with roles, responsibilities and KPIs

o   Creating some of the Key Controls for your process for auditing


Day 3:

-       Process (continue)

o   RACI model

o   RACI definition

o   Creating an RACI model for a process

o   How to enforce your processes

Admin support:
- Email:
- Telegram : Link Support Cour ITSM
- Hotline : 0933.000.456 (Tài) - 0938.063.506 (Tâm)

Thông tin khóa học

SpeakerMR.T – Người Úc

Experiences: trên  20 năm kinh nghiệm làm việc và giảng dạy liên quan đến ITIL. Đặc biệt giảng viên có nhiền năm kinh nghiệm triển khai các dự án ITIL cho các tập đoàn nước ngoài.



 This training has a focus on IT managers, IT leaders, or anyone who is interested in and adds knowledge and skills in IT Services Management.


After finish this course, the participant could able to: 
– Learn about IT Service Management best practices, generic concepts, key principles, and ITIL 2011 process models that are required to the ITIL Foundation exam. 
– Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement. 
– Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize the customer experience. 
– Understand how to apply lean principles and automate standard tasks to improve efficiency of ITSM processes. 
– Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes. 
– Align IT services with the needs of your organization.


Module 1: ITIL V3 Introduction

– Key Principles, Models and Concepts Service Lifecycle 
– Service Management as a Practice 
– Key Principles, Models and Concepts

Module 2: Service Strategy

– Service Lifecycle 
– Service Portfolio & Service Catalog 
– Risk Management 
– Demand Management 
– Financial Management

Module 3: Service Design

– Service Catalog Management 
– Service Level Management 
– Supplier Management 
– Information Security Management 
– Availability Management 
– Capacity Management 
– IT Service Continuity Management

Module 4: Service Transition

– Service Asset & Configuration Management 
– Change Management 
– Release & Deployment Management 
– Knowledge Management

Module 5: Service Operation

– Event Management 
– Incident Management 
– Request Fulfillment 
– Access Management 
– Problem Management 
– Service Desk 
– Technical & Application Management Functions 
– IT Operations Management & Communication

Modules 6: Continual Service Improvement

– 7 Steps of Continual Service Improvement 
– Service Reporting and Measurement

Module 7: Homework and Practice Exam Questions

– Diagrams and Handouts 
– Homework and Practice Exam Questions

Last modified: Monday, 18 March 2019, 4:59 PM

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