Comprehensive IT Service Management: Mastering the Art of Delivering Seamless and Secure IT Services Comprehensive IT Service Management: Mastering the Art of Delivering Seamless and Secure IT Services
This extensive and detailed course curriculum will take you on a journey to master the art of delivering seamless and secure IT services. With a focus on interactive, engaging, and comprehensive learning, you'll gain the skills and knowledge needed to excel in IT service management. Upon completion of this course, participants will receive a certificate issued by The Art of Service.
Course Outline Chapter 1: Introduction to IT Service Management
Topic 1.1: Understanding IT Service Management
- Definition of IT service management
- Importance of IT service management
- Benefits of IT service management
Topic 1.2: IT Service Management Frameworks
- Overview of ITIL
- Overview of COBIT
- Overview of ISO/IEC 20000
Chapter 2: Service Strategy
Topic 2.1: Service Portfolio Management
- Definition of service portfolio management
- Importance of service portfolio management
- Benefits of service portfolio management
Topic 2.2: Service Level Management
- Definition of service level management
- Importance of service level management
- Benefits of service level management
Chapter 3: Service Design
Topic 3.1: Service Catalogue Management
- Definition of service catalogue management
- Importance of service catalogue management
- Benefits of service catalogue management
Topic 3.2: Capacity Management
- Definition of capacity management
- Importance of capacity management
- Benefits of capacity management
Chapter 4: Service Transition
Topic 4.1: Change Management
- Definition of change management
- Importance of change management
- Benefits of change management
Topic 4.2: Service Asset and Configuration Management
- Definition of service asset and configuration management
- Importance of service asset and configuration management
- Benefits of service asset and configuration management
Chapter 5: Service Operation
Topic 5.1: Incident Management
- Definition of incident management
- Importance of incident management
- Benefits of incident management
Topic 5.2: Problem Management
- Definition of problem management
- Importance of problem management
- Benefits of problem management
Chapter 6: Continual Service Improvement
Topic 6.1: Service Reporting
- Definition of service reporting
- Importance of service reporting
- Benefits of service reporting
Topic 6.2: Continual Service Improvement
- Definition of continual service improvement
- Importance of continual service improvement
- Benefits of continual service improvement
Chapter 7: IT Service Management Tools and Technologies
Topic 7.1: Service Desk Tools
- Overview of service desk tools
- Benefits of service desk tools
- Examples of service desk tools
Topic 7.2: IT Service Management Software
- Overview of IT service management software
- Benefits of IT service management software
- Examples of IT service management software
Chapter 8: IT Service Management Best Practices
Topic 8.1: ITIL Best Practices
- Overview of ITIL best practices
- Benefits of ITIL best practices
- Examples of ITIL best practices
Topic 8.2: COBIT Best Practices
- Overview of COBIT best practices
- Benefits of COBIT best practices
- Examples of COBIT best practices
Chapter 9: IT Service Management Implementation and Governance
Topic 9.1: IT Service Management Implementation
- Overview of IT service management implementation
- Benefits of IT service management implementation
- Examples of IT service management implementation
Topic 9.2: IT Service Management Governance
- Overview of IT service management governance
- Benefits of IT service management governance
- Examples of IT service management governance
Chapter 10: IT Service Management Career Development
Topic 10.1: IT Service Management Career Paths
- Overview of IT service management career paths
- Benefits of IT service management career paths
- Examples of IT service management career paths
Topic 10.2: IT Service Management Certifications
- Overview of IT service management certifications
- Benefits of IT service management certifications
- Examples of IT service management certifications
Course Features
