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IT Service Management Self-Assessment and Implementation Masterclass

IT Service Management Self-Assessment and Implementation Masterclass

$199.00
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Includes a practical, ready-to-use toolkit with implementation templates, worksheets, checklists, and decision-support materials so you can apply what you learn immediately - no additional setup required.
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IT Service Management Self-Assessment and Implementation Masterclass



Course Overview

This comprehensive masterclass is designed to equip IT professionals with the knowledge and skills necessary to assess and implement effective IT service management practices. Participants will gain a deep understanding of IT service management frameworks, models, and best practices, and will learn how to apply them in real-world scenarios.



Course Objectives

  • Understand the fundamentals of IT service management and its importance in delivering high-quality IT services
  • Learn how to assess and evaluate IT service management processes and identify areas for improvement
  • Gain knowledge of IT service management frameworks, models, and best practices, including ITIL, COBIT, and ISO/IEC 20000
  • Develop the skills to implement and manage IT service management processes, including incident management, problem management, and change management
  • Understand how to measure and report on IT service management performance and identify opportunities for improvement


Course Outline

Module 1: Introduction to IT Service Management

  • Defining IT service management and its importance in delivering high-quality IT services
  • Understanding the role of IT service management in supporting business objectives
  • Overview of IT service management frameworks, models, and best practices

Module 2: IT Service Management Frameworks and Models

  • ITIL (Information Technology Infrastructure Library) framework and its components
  • COBIT (Control Objectives for Information and Related Technology) framework and its components
  • ISO/IEC 20000 standard and its requirements
  • Comparison of IT service management frameworks and models

Module 3: IT Service Management Processes

  • Incident management: definition, objectives, and process
  • Problem management: definition, objectives, and process
  • Change management: definition, objectives, and process
  • Service level management: definition, objectives, and process
  • Capacity management: definition, objectives, and process
  • Availability management: definition, objectives, and process

Module 4: IT Service Management Assessment and Evaluation

  • Assessing IT service management processes and identifying areas for improvement
  • Evaluating IT service management performance and identifying opportunities for improvement
  • Conducting a gap analysis and developing a roadmap for improvement

Module 5: IT Service Management Implementation and Management

  • Implementing IT service management processes and procedures
  • Managing IT service management processes and teams
  • Developing and managing IT service management metrics and reports

Module 6: IT Service Management Tools and Technology

  • Overview of IT service management tools and technology
  • Service desk and incident management tools
  • Problem and change management tools
  • Service level management and capacity management tools
  • Availability management and IT service continuity management tools

Module 7: IT Service Management Best Practices

  • Best practices for IT service management process implementation and management
  • Best practices for IT service management tool selection and implementation
  • Best practices for IT service management metrics and reporting

Module 8: IT Service Management Case Studies and Examples

  • Real-world examples of IT service management implementation and management
  • Case studies of successful IT service management projects
  • Lessons learned and best practices from IT service management case studies


Certificate

Upon completion of this course, participants will receive a certificate issued by The Art of Service.



Course Features

  • Interactive and engaging course content
  • Comprehensive and up-to-date course materials
  • Personalized learning experience
  • Practical and real-world applications
  • High-quality content and expert instructors
  • Certification upon completion
  • Flexible learning options
  • User-friendly and mobile-accessible course platform
  • Community-driven and interactive learning environment
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • Gamification and progress tracking
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