IT Service Management for Business Professionals in

This course is designed for IT Business Specialists who need to understand and manage IT services effectively. The course covers the basics of IT Service Management (ITSM) and provides an overview of the processes, procedures, and best practices used in ITSM.

Objectives

By the end of this course, attendees will be able to:
- Understand the basics of IT Service Management
- Learn about the different ITIL service management processes and how they work together
- Develop a strong understanding of incident, problem, and change management
- Identify the role of service level management, availability management, and capacity management
- Learn about service reporting and metrics, including the ITIL Continual Service Improvement (CSI) process
- Understand the importance of IT service catalogs and service portfolios

Who Should Attend

This course is ideal for IT Business Specialists who want to gain a deeper understanding of IT Service Management, including those who are:
- IT managers and coordinators
- Business analysts and project managers
- IT service providers and support staff
- IT consultants and contractors

Outputs

Upon completion of this course, attendees will receive a certificate of completion and will be equipped with the knowledge and skills to effectively manage IT services in their organization.

Outline

Day 1: Introduction to IT Service Management

- Overview of IT Service Management (ITSM)
- The ITIL framework and its service management processes
- Understanding the role of IT service management in the organization
- Service management best practices

Day 2: Incident, Problem, and Change Management

- Understanding incident management and the incident management process
- Problem management and root cause analysis
- Change management and the change advisory board (CAB)

Day 3: Service Level Management and Availability Management

- Service level management and its importance in ITSM
- Understanding availability management and its role in ensuring service availability
- Capacity management and its role in ensuring service capacity

Day 4: Service Reporting and Metrics

- ITIL Continual Service Improvement (CSI) process
- Service reporting and metrics
- Importance of service catalogs and service portfolios

Day 5: IT Compliance and Vendor Management

- IT compliance and its role in ITSM
- Understanding vendor management and its importance in ITSM
- Course wrap-up and review of key concepts.

Throughout the course, participants will have the opportunity to work on practical exercises and case studies to apply the concepts and skills they have learned. The course will also include interactive discussions and opportunities for participants to share their experiences and insights.