Mastering the process and methodology of IT operations in

This course will provide IT Planning and Governance Sr. Specialist with the knowledge and skills required to develop, implement, and manage an effective IT service management (ITSM) framework and governance structure. The course will cover the best practices and key concepts of ITSM and how they can be used to improve service delivery, support IT operations, and meet the needs of the business.

Outputs:

By the end of the course, attendees will be able to:
- Develop and implement an effective ITSM framework
- Design and implement a governance structure for IT service management
- Understand the key concepts and best practices of ITSM
- Improve the delivery of IT services to meet the needs of the business
- Implement IT service level management to improve service quality and customer satisfaction
- Develop and implement effective IT service continuity and disaster recovery plans

Objectives:

The objectives of the course are to provide attendees with the following:
- A comprehensive understanding of ITSM and governance
- The ability to develop and implement an ITSM framework and governance structure
- Knowledge of best practices and key concepts of ITSM
- The ability to improve the delivery of IT services and meet the needs of the business
- Understanding of IT service level management and how to improve service quality and customer satisfaction
- Knowledge of IT service continuity and disaster recovery planning and how to implement effective plans

Who Should Attend this course:

This course is designed for IT Planning and Governance Sr. Specialist and those involved in the development and implementation of ITSM and governance frameworks.

Outline:

Day 1: Introduction to IT Service Management and Governance

- Overview of ITSM and governance
- Key concepts and best practices of ITSM
- Developing an ITSM framework and governance structure

Day 2: IT Service Level Management

- Overview of IT service level management
- Key principles of IT service level management
- Implementing IT service level management practices
- Improving service quality and customer satisfaction

Day 3: IT Service Continuity and Disaster Recovery

- Overview of IT service continuity and disaster recovery
- Key principles of IT service continuity and disaster recovery planning
- Developing and implementing IT service continuity and disaster recovery plans

Day 4: IT Incident Management and Problem Management

- Overview of IT incident management and problem management
- Key principles of IT incident management and problem management
- Implementing IT incident management and problem management processes

Day 5: IT Configuration Management and Release Management

- Overview of IT configuration management and release management
- Key principles of IT configuration management and release management
- Implementing IT configuration management and release management processes.

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.