Training Program Details
Introduction to Service Management
* The importance of Service Management
* Definition of a Service and Service Management
* The need for a service culture
* Service Management as a practice
The Service Lifecycle
* The objectives and business value for each phase of the lifecycle
* The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Key Principles and models of ITSM
* The types of service provider
* The five major aspects of Service Design
* The service V model
* The Continual Service Improvement model
The Processes and Functions
* Define the characteristics of a process
* The objectives, business value, basic concepts, roles and interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management
* The objectives and basic concepts of:
- Demand Management
- Financial Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- Supplier Management
- Information Security Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management
- Problem Management
- Request Fulfilment
- Access Management
- The 7 step improvement process
* Explanation of the functions:
- Service Desk, Application Management, Operations Management, Technical Management
* Organization structure and key roles
- Using the RACI model
* Technology and Architecture
- Generic requirement for an integrated set of ITSM technology
