IT Service Management

• The ITIL view of Service Management
• The need to specify and align ITSM strategies with business objectives;
• Recognition services need to be managed to a lifecycle;
• A change in implementation approach from process-led to service lifecycle centric;
• Recognition of the important role of service requests;
• The introduction of new 'processes' in the form of request fulfillment, event and access management;
• Greater emphasis on the management of a service model, service portfolios and service offerings.

Course Objectives

By the end of the course, you will have covered the following areas

• The concept of Good Practice
• The concept of Service
• The concept of Service Management
• Define and distinguish between Functions, Roles and Processes
• The process model
• Characteristics of processes

Who Should Attend?

IT Managers or Practitioners involved in the strategy, design, implementation and ongoing delivery of business-used IT services.  Individuals requiring an insight into Service Management best practice.

Course Outline

Course Focus

• Service Management as a practice
• The concept of good practice
• The concept of a service & Service Management
• Define processes, roles and functions

The Service Lifecycle

• Understand the Service Lifecycle and its key concepts
• Understand the business value of the phases.

Key concepts and definitions

• Understanding the key terminology, the key concepts of Service Management, key principles and models.

Service Strategy

• What is Service Strategy?
• Understand the goals & objectives of Service Strategy
• Understand the 4 main activities of Service Strategy
• Basic overview of value creation through services
• Overview 3 Service Strategy processes.

Service Design

• Importance of people, processes, products & partners
• Understand the five major aspects of Service Design
• Understand the different sourcing approaches
• Overview of the 7 Service Design processes.

Service Transition

• Explain the Service V model
• Overview of Service Transition processes.

Service Operation

• IT Service versus technology components
• Quality of Service versus cost of service
• Reactive versus proactive
• Overview of the Service Transition processes
• Objectives of Continual Service Improvement
• The 7 step improvement process.

Functions

• The Service Desk; Technical Management
• Application Mgmt; IT Operations Mgmt.

Roles

• Process owner; Service Owner; RACI model in determining organizational structure.

Technology and Architecture

• Requirements for an integrated set of Service Management technology
• How Service automation assists with integrated processes.

Course Methodology

A variety of methodologies will be used during the course that includes:

• (30%) Based on Case Studies
• (30%) Techniques
• (30%) Role Play
• (10%) Concepts
• Pre-test and Post-test
• Variety of Learning Methods
• Lectures
• Case Studies and Self Questionaires
• Group Work
• Discussion
• Presentation

Course Fees

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Timings

Daily Course Timings
08:00 - 08:20       Morning Coffee / Tea
08:20 - 10:00       First Session
10:00 - 10:20       Coffee / Tea / Snacks
10:20 - 12:20       Second Session
12:20 - 13:30       Lunch Break & Prayer Break
13:30 - 15:00       Last Session