IT Managed Services: A Complete Guide
Course Overview This comprehensive course is designed to provide participants with a thorough understanding of IT Managed Services, covering the fundamentals, best practices, and latest trends in the industry. Upon completion, participants will receive a certificate issued by The Art of Service.
Course Curriculum Module 1: Introduction to IT Managed Services
- Definition and Overview of IT Managed Services
- Benefits and Advantages of IT Managed Services
- Types of IT Managed Services: Infrastructure, Application, and Security
- Key Players in the IT Managed Services Market
- Trends and Growth Drivers in the IT Managed Services Industry
Module 2: IT Service Management (ITSM) Fundamentals
- Introduction to ITIL (Information Technology Infrastructure Library)
- Service Desk and Incident Management
- Problem and Change Management
- Service Level Management and Service Catalog
- ITSM Best Practices and Frameworks
Module 3: Managed Services Delivery Models
- Overview of Managed Services Delivery Models: Onsite, Offsite, and Hybrid
- Characteristics and Benefits of Each Delivery Model
- Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Client Onboarding and Offboarding Processes
- Service Transition and Continual Service Improvement
Module 4: IT Infrastructure Management
- Overview of IT Infrastructure Components: Hardware, Software, and Networking
- Infrastructure Monitoring and Management Tools
- Patch Management and Vulnerability Remediation
- Backup and Disaster Recovery Strategies
- IT Asset Management and Inventory Control
Module 5: Cybersecurity in Managed Services
- Introduction to Cybersecurity Threats and Risks
- Security Frameworks and Compliance Requirements
- Threat Detection and Incident Response
- Security Information and Event Management (SIEM) Systems
- Identity and Access Management (IAM) Solutions
Module 6: Cloud Managed Services
- Overview of Cloud Computing Models: IaaS, PaaS, and SaaS
- Cloud Migration Strategies and Best Practices
- Cloud Security and Compliance Considerations
- Cloud Cost Optimization and Management
- Cloud Service Providers and Market Trends
Module 7: Managed Services for End-User Computing
- Overview of End-User Computing Devices and Platforms
- Desktop and Laptop Management: Imaging, Patching, and Support
- Mobile Device Management (MDM) and Security
- User Support and Help Desk Services
- End-User Computing Security and Compliance
Module 8: Service Desk and Support Operations
- Service Desk Functionality and Best Practices
- Ticketing Systems and Incident Management Processes
- Problem Management and Root Cause Analysis
- Change Management and Request Fulfillment
- Service Desk Metrics and Performance Monitoring
Module 9: Managed Services Marketing and Sales
- Overview of Managed Services Marketing Strategies
- Identifying and Targeting Potential Clients
- Developing a Managed Services Sales Strategy
- Pricing and Packaging Managed Services
- Creating a Compelling Value Proposition
Module 10: Managed Services Contracting and Pricing
- Types of Managed Services Contracts: Fixed Price, Cost-Plus, and Hybrid
- Contract Negotiation and Termination
- Pricing Models: Per-User, Per-Device, and Tiered Pricing
- Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Contract Management and Renewal Strategies
Course Features - Interactive and Engaging Content: Video lessons, quizzes, and hands-on projects
- Comprehensive and Up-to-Date: Covers the latest trends and best practices in IT Managed Services
- Personalized Learning: Self-paced learning with lifetime access to course materials
- Expert Instructors: Industry experts with extensive experience in IT Managed Services
- Certification: Receive a certificate upon completion issued by The Art of Service
- Flexible Learning: Access the course from anywhere, on any device, at any time
- User-Friendly and Mobile-Accessible: Optimized for a seamless learning experience
- Community-Driven: Join a community of learners and professionals for support and networking
- Actionable Insights and Hands-on Projects: Apply learned concepts to real-world scenarios
- Bite-Sized Lessons: Learn in manageable chunks, with easy-to-digest content
- Lifetime Access: Return to course materials as needed, with no expiration date
- Gamification and Progress Tracking: Stay motivated with interactive elements and progress tracking
What to Expect Upon Completion Upon completing this comprehensive course, participants will have gained a deep understanding of IT Managed Services, including its fundamentals, best practices, and latest trends. They will be equipped with the knowledge and skills necessary to succeed in the industry, and will receive a certificate issued by The Art of Service.,
Module 1: Introduction to IT Managed Services
- Definition and Overview of IT Managed Services
- Benefits and Advantages of IT Managed Services
- Types of IT Managed Services: Infrastructure, Application, and Security
- Key Players in the IT Managed Services Market
- Trends and Growth Drivers in the IT Managed Services Industry
Module 2: IT Service Management (ITSM) Fundamentals
- Introduction to ITIL (Information Technology Infrastructure Library)
- Service Desk and Incident Management
- Problem and Change Management
- Service Level Management and Service Catalog
- ITSM Best Practices and Frameworks
Module 3: Managed Services Delivery Models
- Overview of Managed Services Delivery Models: Onsite, Offsite, and Hybrid
- Characteristics and Benefits of Each Delivery Model
- Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Client Onboarding and Offboarding Processes
- Service Transition and Continual Service Improvement
Module 4: IT Infrastructure Management
- Overview of IT Infrastructure Components: Hardware, Software, and Networking
- Infrastructure Monitoring and Management Tools
- Patch Management and Vulnerability Remediation
- Backup and Disaster Recovery Strategies
- IT Asset Management and Inventory Control
Module 5: Cybersecurity in Managed Services
- Introduction to Cybersecurity Threats and Risks
- Security Frameworks and Compliance Requirements
- Threat Detection and Incident Response
- Security Information and Event Management (SIEM) Systems
- Identity and Access Management (IAM) Solutions
Module 6: Cloud Managed Services
- Overview of Cloud Computing Models: IaaS, PaaS, and SaaS
- Cloud Migration Strategies and Best Practices
- Cloud Security and Compliance Considerations
- Cloud Cost Optimization and Management
- Cloud Service Providers and Market Trends
Module 7: Managed Services for End-User Computing
- Overview of End-User Computing Devices and Platforms
- Desktop and Laptop Management: Imaging, Patching, and Support
- Mobile Device Management (MDM) and Security
- User Support and Help Desk Services
- End-User Computing Security and Compliance
Module 8: Service Desk and Support Operations
- Service Desk Functionality and Best Practices
- Ticketing Systems and Incident Management Processes
- Problem Management and Root Cause Analysis
- Change Management and Request Fulfillment
- Service Desk Metrics and Performance Monitoring
Module 9: Managed Services Marketing and Sales
- Overview of Managed Services Marketing Strategies
- Identifying and Targeting Potential Clients
- Developing a Managed Services Sales Strategy
- Pricing and Packaging Managed Services
- Creating a Compelling Value Proposition
Module 10: Managed Services Contracting and Pricing
- Types of Managed Services Contracts: Fixed Price, Cost-Plus, and Hybrid
- Contract Negotiation and Termination
- Pricing Models: Per-User, Per-Device, and Tiered Pricing
- Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Contract Management and Renewal Strategies