IT Service Management

Key principles and models:

Service strategy

• Describe value creation through services

Service design

• Understand the importance of people, processes, products and partners for service management
• Understand the five major aspects of service design

• 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

• Explain the continual service improvement approach
• Understand the role of measurement for continual service improvement

Processes:

Service strategy

• State the purpose, objectives and scope for:

• Service portfolio management
• Financial management for IT services
• Business relationship management

Service design

• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

• Service level management

• State the purpose, objectives and scope for:

• Service catalogue management
• Availability management
• Information security management (ISM)
• Supplier management
• Capacity management
• IT service continuity management
• Design coordination

Service transition

• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
  • Change management
• State the purpose, objectives and scope for:
  • Release and deployment management
  • Knowledge management
  • Service asset and configuration management
  • Transition planning and support

Service operation

• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
  • Incident management
  • Problem management

• State the purpose, objectives and scope for:
  • Event management
  • Request fulfilment
  • Access management

Continual service improvement

• State the purpose, objectives and scope for:
  • The seven-step improvement process

Functions

• Explain the role, objectives and organizational structures for
  • The service desk function
• State the role and objectives of:
  • The technical management functions
  • The application management function with application development
  • The IT operations management function (IT operations control and facilities management)

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.

Technology and architecture

• Understanding how service automation assists with expediting service management processes

Competence and training

• Competence and skills for service management
• Competence and skills framework
• Training

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.