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