IT Service Management
Objective
By the end of the course, participants will be able to:
- Examine the business, management, technical and operational issues associated with each of the Service Delivery components and formulate improvement strategies and processes
- Plan, Manage and Implement ITIL® based Service Delivery processes
- Describe the mission, goals and dependencies
- Understand the staffing issues, project stages, benefits, costs and possible problems
- Understand the tools and management issues involved in service delivery
Who should attend
- Managers, consultants, development, support and operations practitioners, who make technical decisions affecting the support of IT services
- Personnel who are implementing a Service Management process
Outline
Service Level Management (SLM)
- How to implement or improve SLM, SLM inside the total life cycle process
- How to write Service Level/Operational Requirements, Internal and external 'specifications', catalogues and Service Level Agreements
- Supplier/Customer Management and Contractual issues
- Service Level Management objectives, functions, and tasks
- Requirements for an Agreement
- Financial Management objectives, functions, and tasks
- Service Desk objectives and functions
- Types of Desks (Help Desk, Call Center, Service Desk)
- Best practices and business benefits
- Relationships between processes
- Common roadblocks
- Key performance indicators
- Reporting and monitoring
- Process inputs and outputs
- Key definitions/terms/concepts
Availability Management (AM)
- How to implement or improve AM
- Linking AM into the service, procurement, development, value and supply chains processes, tools and techniques for improving service availability
- Third Party Supplier Management issues
- Availability Management objectives, functions, and aspects
- Security Management objectives, functions, and aspects
- IT Service Continuity Management objectives, functions, and tasks
- Relationships between processes
- Best practices and business benefits
- Common roadblocks
- Key performance indicators
- Reporting and monitoring
- Process inputs and outputs
- Key definitions/terms/concepts
Capacity Management (CM)
- How to implement or improve CM
- How to create a capacity plan, Performance, resource, applications, demand, supplier, development and network management issues
- Capacity management tools and techniques
- The capacity management database
- Change Management objectives, functions, and tasks
- Release Management objectives, functions, and tasks
- Capacity Management objectives, functions, and tasks
- Relationships between processes
- Best practices and business benefits
- Common roadblocks
- Key performance indicators
- Reporting and monitoring
- Process inputs and outputs
- Key definitions/terms/concept
Incident management
- Incident Management objectives, functions, and tasks
- Problem Management objectives, functions, and tasks
- Relationship between incidents, problems and known errors
- Configuration Management objectives, functions, and tasks
- Relationships between processes
- Best practices and business benefits
- Common roadblocks
- Key performance indicators
- Reporting and monitoring
- Process inputs and outputs
- Key definitions/terms/concepts
Business Continuity and IT Service Continuity Management
- How to implement or improve
- The initiation, requirement strategy, implementation and operational management stages
- How to identify critical services
- Contingency planning, risk analysis and management
- Disaster Recovery options
- Creating, implementing and testing the BC and Disaster Recovery plans
Financial Management for IT Services
- How to implement or improve FMITS
- Processes involved in monitoring and reporting the costs and charge