Target audiences
- Service desk managers
- Incident managers
- Configuration managers
IT Service Management (ITSM) is a discipline that focuses on delivering value to customers by aligning IT services with business needs. This training will provide an understanding of ITSM best practices and frameworks, including ITIL (Information Technology Infrastructure Library), and equip participants with the knowledge and skills to improve IT service quality, efficiency, and effectiveness.
Training Objectives:
- Understand the importance and benefits of ITSM for organizations and customers
- Learn the key concepts, principles, and best practices of ITSM frameworks, including ITIL
- Gain knowledge and skills to manage and optimize IT services throughout their lifecycle
- Develop the ability to identify and analyze ITSM issues and opportunities for improvement
- Enhance communication and collaboration with stakeholders to achieve ITSM goals
- Prepare for ITSM certification exams (optional)
This 5-day ITSM training provides a comprehensive understanding of ITSM best practices and frameworks, including ITIL, and equips participants with the knowledge and skills to improve IT service quality, efficiency, and effectiveness. Through interactive sessions, case studies, and real-world examples, participants will learn how to align IT services with business needs, manage IT services throughout their lifecycle
Day 1: Introduction to ITSM
- Introduction to ITSM and its benefits
- ITSM frameworks and standards, including ITIL
- ITSM processes, functions, and roles
- Service management principles
Day 2: Service Strategy
- Service strategy concepts and processes
- Business relationship management
- Financial management for IT services
- Service portfolio management
Day 3: Service Design
- Service design concepts and processes
- Service level management
- Capacity management
- Availability management
- IT service continuity management
Day 4: Service Transition
- Service transition concepts and processes
- Change management
- Service asset and configuration management
- Release and deployment management
Day 5: Service Operation and Continual Service Improvement
- Service operation concepts and processes
- Incident management
- Problem management
- Event management
- Request fulfillment
- Continual service improvement concepts and processes
- CSI approach and metrics
All our courses are provided in business centers located close to the city center.
After your course registration is complete, you will receive the invoice and comprehensive course details, which encompass information about the venue, instructor, classroom location and various logistical aspects.
For more details please contact us here