Information Technology Service Management

Course Title: IT Service management

Course duration: 18 Hours 

Certification: The ITIL Foundation Certificate in Information Technology Service Management

 

 

Course Outline:

 

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 of 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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