IT Service Management (ITSM)

DESCRIPTION

This course aims at raising individual’s understanding of, and competence in IT Service Management as described in the best practice or best framework such as in ITIL. This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach. The purpose of this IT Service Management  to help the delegates  to define Service and to comprehend and explain the concept of Service Management as a practice, and moreover is to certify that the candidate has gained knowledge of the ITSM terminology, structure and basic concepts and has comprehended the core principles of ITSM practices as referenced in the ITIL.

OBJECTIVE

• Describe the concept of Good PRACTICE
• Define and explain the concept of a SERVICE
• Define and explain the concept of SERVICE MANAGEMENT
• Define and distinguish between FUNCTIONS, ROLES and PROCESSES
• Explain the PROCESS model
• List the characteristics of PROCESSES (Measurable, Specific results, CUSTOMERS, and Responds
• to a specific event) and specifically able to:
  1. Briefly explain the Service Lifecycle
  2. Describe the structure, scope, components and interfaces of the ITIL Library
  3. Account for the main goals and objectives of Service Strategy
  4. Account for the main goals and objectives of Service Design
  5. Briefly explain what value Service Design provides to the business
  6. Account for the main goals and objectives of Service Transition
  7. Briefly explain what value Service Transition provides to the business
  8. Account for the main goals and objectives of Service Operations
  9. Briefly explain what value Service Operation provides to the business
  10. Account for the main goals and objectives of Continual Service Improvement
  11. Briefly explain what value Continual Service Improvement provides to the business

COURSE OUTLINE

• Introduction
• Service Management as a Practice
• Service Lifecycle
• Processes covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
• Generic Concepts and Definitions
• Workshop/Case Study I in ITSM (ITIL V3)
• Key Principles and Models covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
• Functions
• Framework  Exercise I (ITILV3)
• Roles
• Key Principles and models of ITSM:
• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model
• Technology and Architecture
• Revision
• Mock Examination

METHOD

• Presentation
• Discussion
• Case study