IT Managed Services Checklist and Implementation Guide Course Curriculum
Course Overview This comprehensive course is designed to equip IT professionals with the knowledge and skills necessary to implement and manage IT managed services effectively. Upon completion, participants will receive a certificate issued by The Art of Service.
Course Outline Module 1: Introduction to IT Managed Services
- Definition and benefits of IT managed services
- Types of IT managed services
- Key components of an IT managed services model
- Understanding the role of an IT managed services provider
Module 2: IT Managed Services Checklist
- Pre-implementation checklist
- Service level agreement (SLA) checklist
- Service catalog checklist
- Client onboarding checklist
- Ongoing service delivery checklist
Module 3: IT Service Management (ITSM) Frameworks
- Introduction to ITIL (Information Technology Infrastructure Library)
- Understanding the ITIL service lifecycle
- Other ITSM frameworks (e.g., COBIT, ISO 20000)
- Best practices for implementing ITSM frameworks
Module 4: Service Level Agreements (SLAs)
- Defining SLAs
- Key elements of an SLA
- Best practices for creating effective SLAs
- Negotiating SLAs with clients
- Monitoring and reporting on SLA performance
Module 5: Service Catalog Management
- Defining a service catalog
- Creating a service catalog
- Managing service catalog updates
- Best practices for service catalog management
Module 6: Client Onboarding
- Pre-onboarding preparation
- Onboarding process
- Setting up client infrastructure
- Configuring monitoring and alerting tools
- Establishing communication channels
Module 7: Ongoing Service Delivery
- Monitoring and managing client services
- Incident and problem management
- Change and release management
- Service desk operations
- Reporting and performance metrics
Module 8: IT Managed Services Marketing and Sales
- Understanding the target market
- Developing a marketing strategy
- Creating a sales strategy
- Building a sales pipeline
- Closing deals and onboarding new clients
Module 9: IT Managed Services Operations
- Service desk operations
- Monitoring and alerting
- Patch and vulnerability management
- Backup and disaster recovery
- Security operations
Module 10: IT Managed Services Security
- Understanding security threats and risks
- Implementing security measures
- Security monitoring and incident response
- Compliance and regulatory requirements
- Best practices for IT managed services security
Module 11: IT Managed Services Reporting and Analytics
- Understanding reporting requirements
- Creating reports and dashboards
- Analyzing data for insights
- Using data to improve service delivery
- Best practices for reporting and analytics
Module 12: IT Managed Services Continuous Improvement
- Understanding the importance of continuous improvement
- Identifying areas for improvement
- Implementing changes and improvements
- Monitoring and measuring the impact of changes
- Best practices for continuous improvement
Course Features - Interactive and engaging learning experience
- Comprehensive and up-to-date course content
- Personalized learning approach
- Practical and real-world applications
- High-quality content and expert instructors
- Certification upon completion
- Flexible learning options
- User-friendly and mobile-accessible platform
- Community-driven support
- Actionable insights and hands-on projects
- Bite-sized lessons and lifetime access
- Gamification and progress tracking
Certification Upon completing the course, participants will receive a certificate issued by The Art of Service, recognizing their expertise in IT managed services.,
Module 1: Introduction to IT Managed Services
- Definition and benefits of IT managed services
- Types of IT managed services
- Key components of an IT managed services model
- Understanding the role of an IT managed services provider
Module 2: IT Managed Services Checklist
- Pre-implementation checklist
- Service level agreement (SLA) checklist
- Service catalog checklist
- Client onboarding checklist
- Ongoing service delivery checklist
Module 3: IT Service Management (ITSM) Frameworks
- Introduction to ITIL (Information Technology Infrastructure Library)
- Understanding the ITIL service lifecycle
- Other ITSM frameworks (e.g., COBIT, ISO 20000)
- Best practices for implementing ITSM frameworks
Module 4: Service Level Agreements (SLAs)
- Defining SLAs
- Key elements of an SLA
- Best practices for creating effective SLAs
- Negotiating SLAs with clients
- Monitoring and reporting on SLA performance
Module 5: Service Catalog Management
- Defining a service catalog
- Creating a service catalog
- Managing service catalog updates
- Best practices for service catalog management
Module 6: Client Onboarding
- Pre-onboarding preparation
- Onboarding process
- Setting up client infrastructure
- Configuring monitoring and alerting tools
- Establishing communication channels
Module 7: Ongoing Service Delivery
- Monitoring and managing client services
- Incident and problem management
- Change and release management
- Service desk operations
- Reporting and performance metrics
Module 8: IT Managed Services Marketing and Sales
- Understanding the target market
- Developing a marketing strategy
- Creating a sales strategy
- Building a sales pipeline
- Closing deals and onboarding new clients
Module 9: IT Managed Services Operations
- Service desk operations
- Monitoring and alerting
- Patch and vulnerability management
- Backup and disaster recovery
- Security operations
Module 10: IT Managed Services Security
- Understanding security threats and risks
- Implementing security measures
- Security monitoring and incident response
- Compliance and regulatory requirements
- Best practices for IT managed services security
Module 11: IT Managed Services Reporting and Analytics
- Understanding reporting requirements
- Creating reports and dashboards
- Analyzing data for insights
- Using data to improve service delivery
- Best practices for reporting and analytics
Module 12: IT Managed Services Continuous Improvement
- Understanding the importance of continuous improvement
- Identifying areas for improvement
- Implementing changes and improvements
- Monitoring and measuring the impact of changes
- Best practices for continuous improvement