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IT Service Management (ITSM) Framework Implementation and Governance

IT Service Management (ITSM) Framework Implementation and Governance

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IT Service Management (ITSM) Framework Implementation and Governance Course Curriculum



Course Overview

This comprehensive course is designed to equip participants with the knowledge and skills necessary to implement and govern an effective IT Service Management (ITSM) framework. The course is interactive, engaging, and personalized, with a focus on practical, real-world applications. Participants will receive a certificate upon completion, issued by The Art of Service.



Course Features

  • Interactive and engaging learning experience
  • Comprehensive and up-to-date content
  • Personalized learning approach
  • Practical, real-world applications
  • High-quality content and expert instructors
  • Certificate issued by The Art of Service upon completion
  • Flexible learning options
  • User-friendly and mobile-accessible platform
  • Community-driven learning environment
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • Gamification and progress tracking features


Course Outline

Module 1: Introduction to IT Service Management (ITSM)

  • Defining ITSM and its importance
  • Understanding the benefits of ITSM
  • Overview of ITSM frameworks and standards
  • Introduction to ITIL, COBIT, and ISO/IEC 20000

Module 2: ITSM Framework Implementation

  • Planning and designing an ITSM framework
  • Implementing ITSM processes and procedures
  • Defining roles and responsibilities
  • Establishing metrics and measurement
  • Implementing ITSM tools and technology

Module 3: ITSM Governance

  • Defining ITSM governance and its importance
  • Establishing an ITSM governance structure
  • Defining policies and procedures
  • Ensuring compliance and risk management
  • Monitoring and reporting ITSM performance

Module 4: ITSM Process Management

  • Understanding ITSM processes and their importance
  • Implementing incident, problem, and change management
  • Defining service level management and service catalog management
  • Implementing capacity and availability management
  • Defining IT service continuity management

Module 5: ITSM Service Desk and Request Fulfillment

  • Understanding the role of the service desk
  • Implementing service desk processes and procedures
  • Defining request fulfillment processes
  • Implementing service catalog management
  • Ensuring effective communication and customer satisfaction

Module 6: ITSM Asset and Configuration Management

  • Understanding the importance of asset and configuration management
  • Implementing asset and configuration management processes
  • Defining asset and configuration management roles and responsibilities
  • Ensuring effective asset and configuration management
  • Implementing asset and configuration management tools and technology

Module 7: ITSM Release and Deployment Management

  • Understanding the importance of release and deployment management
  • Implementing release and deployment management processes
  • Defining release and deployment management roles and responsibilities
  • Ensuring effective release and deployment management
  • Implementing release and deployment management tools and technology

Module 8: ITSM Service Level Management

  • Understanding the importance of service level management
  • Implementing service level management processes
  • Defining service level management roles and responsibilities
  • Ensuring effective service level management
  • Implementing service level management tools and technology

Module 9: ITSM Continual Service Improvement

  • Understanding the importance of continual service improvement
  • Implementing continual service improvement processes
  • Defining continual service improvement roles and responsibilities
  • Ensuring effective continual service improvement
  • Implementing continual service improvement tools and technology

Module 10: ITSM Implementation and Governance Case Studies

  • Real-world case studies of ITSM implementation and governance
  • Lessons learned and best practices
  • Group discussion and analysis
  • Applying ITSM implementation and governance principles to real-world scenarios


Certificate and Assessment

Participants will receive a certificate upon completion of the course, issued by The Art of Service. The course includes a comprehensive assessment to ensure participants have achieved the learning objectives.



Target Audience

This course is designed for IT professionals, IT managers, and anyone involved in the implementation and governance of IT service management frameworks.



Prerequisites

There are no prerequisites for this course, although prior knowledge of IT service management frameworks and processes is recommended.

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