IT Service Management: Comprehensive Overview

Videos

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Related Links

• Course Survey

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Description

This IT Service Management (ITSM) online training course will give you an overview of Service Management and specifically IT Service Management. The ITSM course assists you in providing context to common "best practice" definitions as well as exploring various methodologies and frameworks available to assist you in implementing IT Service Management.

Related Training

• Podcast: ITSM Vs. Business Services
• Podcast: Organizing An ITSM Project: Effective Techniques For Brainstorming & Engagement
• Podcast: What Is IT Service Portfolio?

For more information, contact us or call 1-877-546-4446

IT Service Management: Comprehensive Overview Outline

Module 01: IT Best Practice Frameworks Overview

• What is Service Management?
• What Industry Best Practices Exist?
• Common Definitions
• Review including tips, tricks and review items

Module 02: Service Management Overview

• What is Service Management?
• Resources & Capabilities: Processes vs. Functions vs. Value
• Value Composition of IT Services according to best practice
• Review including tips, tricks and review items

Module 03: How to Establish a Best Practice Program

• Goals and objectives of key items including Strategy and Business Case Preparation
• How to Conduct a Readiness Assessment
• "Current State" vs. "Future State" Key Concepts for IT
• Review including tips, tricks and review items

Module 04: ITSM and Value

• What is Value in Business Terms?
• Concepts around creating "Catalogues" of Services
• Key Roles and Responsibilities
• Possible Challenges and Risks
• Review including tips, tricks and review items

Module 05: Designing for IT Value Part 1

• Why Design for IT Services?
• Objectives of Service Design
• Related Service Design Models and Processes
• The RACI Model
• Review including tips, tricks and review items

Module 06: Designing for IT Value Part 2

• Key Concepts for Designing an IT Service Offering
• How to Develop a "Process"
• Discussion: What is Value to the Business?
• Key Roles and Responsibilities
• Challenges, Risks and Implementation Approach Ideas
• Review including tips, tricks and review items

Module 07: Making IT Change Happen

• IT Change: Concept of Organizational Change
• o People, Process and Technology Considerations
• Process Development for handling IT Change
• Let's Talk about How to Do Impact Analysis: An IT Centric Discussion
• Review including tips, tricks and review items

Module 08: Keeping Service Management Intact During a Change

• Discussion: Change and Value to the Business
• Industry Models and Processes for IT Change
• Key Roles and Responsibilities
• Possible Challenges and Risks
• Review including tips, tricks and review items

Module 09: "Operationalizing" IT Services: Key Considerations Part 1

• Goals of "Operationalizing"
• Objectives of "Operationalizing"
• Key Considerations: Functions, Roles, People, Process and Technology
• Review including tips, tricks and review items

Module 10: "Operationalizing" IT Services: Key Considerations Part 2

• Value to the Business
• Key Roles and Responsibilities
• Technology Considerations
• Possible Challenges and Risks
• Review including tips, tricks and review items

Module 11: IT Service Improvement Programs Overview

• Goals of Continual Service Improvement and Service Improvement Programs
• Objectives of Service Improvement Programs
• Purpose of Continual Service Improvement and Value to the Business
• Key Roles and Responsibilities
• KPI's, CSF's and Metrics: Discussion
• Review including tips, tricks and review items

Module 12: IT Best Practice Certification Options

• Overview of Certification types and options
• Review including tips, tricks and review items

Module 13: Service Management Case Study: McCallister's Toy Store

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Prerequisites

There are no formal prerequisites. As the focus is IT, some IT knowledge is recommended but not mandatory. The online training has been designed as an overview course and as such it is suitable for candidates that are seeking initial or additional information about Service Management.

For more information, contact us or call 1-877-546-4446

Objectives

As a result of taking this ITSM online training, you will be able to:

• Understand key terminology and frameworks for use implementing better Service Management practices and principles in your organization
• Gain competence in the concepts of Service Management and the need for a “Lifecycle” approach
• Understand selected roles and responsibilities that assist in Service Management implementation
• Understand selected functions, technologies and methodologies/frameworks within Service Management
• Understand organizational change management concepts and their impact on Service Management development and enhancement
• Become aware of various certification qualification schemas
• Be prepare to take IT Service Management to the ‘next level’ within your organization

For more information, contact us or call 1-877-546-4446