Course Length: 3 Days
Overview:
This comprehensive 3-day course is designed to introduce participants to the foundational principles of IT Service Management (ITSM). The course prepares students to understand key service management concepts, processes, and frameworks that align with global best practices. By focusing on service delivery, continuous improvement, and customer value creation, participants will gain a holistic view of how modern IT organizations operate.
Learning Objectives:
By the end of this course, participants will:
- Understand the importance of value-driven IT service delivery
- Explore the key roles, processes, and functions in IT service management
- Gain insights into frameworks like Agile, Lean IT, and DevOps that complement ITSM practices
- Learn the fundamentals of service value systems and how they relate to IT services
- Understand the importance of continual improvement in service management
Course Outline:
1. Introduction to IT Service Management
- Key concepts and definitions
- Understanding service management as a practice
- Aligning IT services with business goals
2. Service Management Principles and Practices
- Key guiding principles for delivering value
- Best practices for managing IT services
- Service design and delivery considerations
3. Frameworks Supporting ITSM
- Overview of Agile, Lean IT, and DevOps
- How these methodologies enhance service management
- Integration with service management processes
4. Service Value Systems and Continual Improvement
- The service value chain: from creation to delivery
- Continual improvement models for IT services
- Building a culture of feedback and optimization
Target Audience:
This course is ideal for individuals looking to gain a foundational understanding of IT Service Management, IT professionals in service management roles, and those preparing to advance their skills in ITSM practices.
Certification Preparation:
This course prepares participants for foundational-level IT service management certification exams and aligns with key IT Service Management principles, equipping them with the knowledge to pursue industry-recognized credentials.