Information Technology Service Management

 

Subject Name: IT Service management

Level: Foundation

Certification: The ITIL Foundation Certificate in Information Technology Service Management

Duration: 18 Hours (2 Days)

 

Topic Details:

 

Module1: Service management as a practice

 

  • Describe the concept of best practices in the public domain 
  • Describe and explain why ITIL is successful 
  • Define and explain the concept of a service
  • Define and explain the concept of internal and external customers 
  • Define and explain the concept of internal and external services 
  • Define and explain the concept of service management 
  • Define and explain the concept of IT service management 
  • Define and explain the concept of stakeholders in service management 
  • Define processes and functions 
  • Explain the process model and the characteristics of processes 

 

Module 2: The ITIL service lifecycle

 

  • Describe the structure of the ITIL service lifecycle 
  • Account for the purpose, objectives and scope of service strategy 
  • Briefly explain what value service strategy provides to the business 
  • Account for the purpose, objectives and scope of service design 
  • Briefly explain what value service design provides to the business 
  • Account for the purpose, objectives and scope of service transition 
  • Briefly explain what value service transition provides to the business
  • Account for the purpose, objectives and scope of service operation 
  • Briefly explain what value service operation provides to the business 
  • Account for the main purpose, objectives and scope of continual service improvement 
  • Briefly explain what value continual service improvement provides to the business 

 

Module 3: Generic concepts and definitions

 

  • Utility and warranty, Assets, resources and capabilities 
  • Service portfolio, Service catalogue, Governance, Business case 
  • Risk management, Service provider, Supplier, Service level agreement
  • Operational level agreement, Underpinning contract, Service design package 
  • Availability, Service knowledge management system, Configuration item 
  • Configuration management system, Definitive media library, Change, Change types
  • Event, Alert, Incident, Impact, urgency and priority, Service request, Problem 
  • Workaround, Known error, Known error database, the role of communication in service operation 
  • Release policy, Types of services, Change proposals, CSI register, Outcomes 
  • Patterns of business activity, Customers and users, The Deming Cycle 

 

Module 4: Key principles and models

 

  • Service strategy   
    • Service solutions for new or changed services
    • Management information systems and tools
    • Technology architectures and management architectures
    • The processes required
    • Measurement methods and metrics
  • Continual service improvement   
    • Relationship between critical success factors (CSF) and key performance indicators (KPI)  
    • Baselines  
    • Types of metrics (technology metrics, process metrics, service metrics) 

 

Module 5: Processes

 

  • Service strategy
    • The service portfolio management
    • Financial management for IT services
    • Business relationship management 
  • Service design
    • Service level management (SLM)
    • Service catalogue management 
    • Availability management
    • Information security management (ISM) 
    • Supplier management 
    • Capacity management 
    • IT service continuity management 
    • Design coordination 
  • Service transition
    • Change management 
    • Release and deployment management
    • Knowledge management 
    • Service asset and configuration management (SACM) 
    • Transition planning and support 
  • Service operation
    • Incident management 
    • Problem management, not section on problem analysis techniques
    • Event management
    • Request fulfilment 
    • Access management 
  • Continual service improvement
    • The seven-step improvement process

 

Module 6: Functions

 

  • The service desk function  
  • The technical management function  
  • The application management  
  • The IT operations management function (IT operations control and facilities management)  

 

Module 7: Roles

 

  • Account for the role and the responsibilities of the
    • Process owner  
    • Process manager  
    • Process practitioner  
    • Service owner  
  • Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.  

 

Module 8: Technology and architecture

 

  • Understand how service automation assists with expediting service management processes 

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