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Course Overview This course provides a 'taster' to Service Management, a topic that could change your life, as more than one exponent has said! The answer to many of the prayers of all levels of IT staff, a best practice framework based on the ten volumes of the Information Technology Infrastructure Library (ITIL) that comprise Service Management. This course has been classified as IT Technical Training. Audience This one day workshop is designed for all levels of IT staff requiring an introductory overview to Service Management. Skills Gained On completion, delegates will understand the need for Service Management, its components and the benefits that can accrue from its implementation. This will enable them to understand the impact Service Management can make on their installation in changing towards a 'service culture'. It will explore the need for and primary benefits of each of the ten disciplines that comprise Service Management. The important areas of planning, implementation and management of the Service Management modules will also be discussed. Course Outline - What is Service Management?
- Introduction
- The definition
- The need
- The constraints
- Who is doing what?
- Who requires what?
- Managing IT services
- Planning for Service Management
- Before you start
- Planning phases
- Implementation options
- Post Implementation Review
- Auditing and Compliance
- Continuous Service Improvement
- Service Support Activities
- Service Desk
- Configuration Management
- Problem Management
- Change Management
- Release Management
- Service Delivery Activities
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity
- Financial Management
- Course Summary and Review
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
How to make a booking for the ITIL3AF course
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