IT Service Management (ITSM)

Course Summary

This course is designed for IT professionals aiming to enhance their service management skills and is particularly useful for those organizations going through a digital transformation. It focuses on widely accepted best practice guidelines and equips students with the knowledge to improve service delivery.

Purpose	Equip IT professionals with the understanding of and best practices for enhancing service management in order to support organizational digital transformation
Audience	Those involved in IT service delivery and management
Role	IT Executives \| IT Architects \| IT Managers \| IT Administrators \| Service Delivery Professionals
Skill level	Intermediate
Style	Lecture \| Group Discussions
Duration	3 days
Related technologies	ITSM \| ITIL® 4 \| COBIT \| ISO/IEC 20000

Learning Objectives

Explain the key concepts and terminology of ITSM
Compare and discuss the various ITSM frameworks
Describe service operations and responsibilities
Employ key performance indicators and metrics
Identify and employ ITSM best practices

What you'll learn:

In this IT Service Management (ITSM) course, you'll learn:

Introduction to IT Service Management (ITSM)
- Fundamentals of ITSM
- Definition and importance of IT Service Management
- Key Concepts and Terminology
  - Service lifecycle
  - Service strategy
  - Service design
  - Service transition
  - Service operation
  - Continual service improvement
- What are ITSM frameworks?
Service Strategy
- Understanding customer needs and business outcomes
- Developing service strategy and value creation
Service Design
- Designing IT services that meet business requirements
- Service catalog management
- Capacity management
- Availability management
Introduction to ITSM Frameworks
- ITIL®
  - Overview
  - Key focus areas
  - Benefits
- COBIT
  - Overview
  - Key focus areas
  - Benefits
- ISO/IEC 20000
  - Overview
  - Key focus areas
  - Benefits
Service Transition
- Change management
- Release and deployment management
- Service asset and configuration management
- Ensuring smooth transition from development to operation
Knowledge Management
- Capturing, sharing, and utilizing knowledge within the organization
Service Operation
- Incident management
- Problem management
- Event management
- Service desk functions and responsibilities
Operational Tools and Technologies
- Overview of ITSM tools (e.g., ServiceNow, BMC Remedy)
- Benefits and Use Cases for ITSM tools
Continual Service Improvement (CSI)
- Introduction to CSI and its importance in ITSM
- CSI models and techniques
Metrics and Measurement
- Key performance indicators (KPIs) and metrics
- Measuring service quality
- Measuring performance
ITSM Best Practices
- Managing information security, stakeholder relationships, suppliers, and IT assets
- Monitoring events, controlling releases, managing configurations, and deploying services
- Continuously improving, managing changes and incidents, and preventing recurring incidents
- Handling user requests, providing a service desk, and ensuring service levels
- Overcoming common challenges in ITSM adoption

IT Service Management (ITSM)

Real-World Content

Project-focused demos and labs using your tool stack and environment, not some canned "training room" lab.

Expert Practitioners

Industry experts that bring their battle scars into the classroom.

Experiential Learning

More coding than lecture, coupled with architectural and design discussions.

Tailored Outlines

Once-size-fits-all doesn't apply to training teams. That's where we come in!

Dive in and learn more

When transforming your workforce, it’s important to have expert advice and tailored solutions. We can help. Tell us your unique needs and we'll explore ways to address them.

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IT Service Management (ITSM)

Course Summary

Purpose

Audience

Role

Skill level

Style

Duration

Related technologies

Learning Objectives

What you'll learn:

In this IT Service Management (ITSM) course, you'll learn:

IT Service Management (ITSM)

Real-World Content

Expert Practitioners

Experiential Learning

Tailored Outlines

Dive in and learn more