ITOM Complete Guide Masterclass Curriculum
Comprehensive IT Operations Management Training The ITOM Complete Guide Masterclass is a comprehensive training program designed to equip participants with the knowledge, skills, and best practices required to effectively manage IT operations. The course is divided into 8 modules, covering over 80 topics, and is delivered through a combination of interactive lessons, hands-on projects, and real-world case studies.
Course Outline Module 1: IT Operations Management Fundamentals
- Introduction to ITOM: Definition, importance, and scope of ITOM
- ITOM Frameworks and Standards: Overview of ITIL, COBIT, and ISO 20000
- ITOM Processes and Functions: Service desk, incident, problem, and change management
- ITOM Roles and Responsibilities: Overview of ITOM roles and responsibilities
Module 2: Service Desk and Incident Management
- Service Desk Fundamentals: Service desk structure, processes, and technology
- Incident Management: Incident classification, investigation, and resolution
- Incident Management Best Practices: Incident prioritization, escalation, and closure
- Service Desk Metrics and Reporting: Service desk performance metrics and reporting
Module 3: Problem Management
- Problem Management Fundamentals: Problem management principles and processes
- Problem Identification and Investigation: Problem detection, logging, and investigation
- Problem Resolution and Closure: Problem resolution, closure, and documentation
- Problem Management Best Practices: Problem management metrics, reporting, and continuous improvement
Module 4: Change Management
- Change Management Fundamentals: Change management principles and processes
- Change Request Management: Change request logging, assessment, and approval
- Change Implementation and Verification: Change implementation, verification, and validation
- Change Management Best Practices: Change management metrics, reporting, and continuous improvement
Module 5: IT Service Continuity Management
- IT Service Continuity Management Fundamentals: IT service continuity management principles and processes
- Business Impact Analysis: Business impact analysis and risk assessment
- IT Service Continuity Plans: IT service continuity plan development and implementation
- IT Service Continuity Management Best Practices: IT service continuity management metrics, reporting, and continuous improvement
Module 6: IT Operations Management Tools and Technologies
- ITOM Tools and Technologies: Overview of ITOM tools and technologies
- IT Service Management (ITSM) Tools: ITSM tool selection, implementation, and integration
- IT Operations Management (ITOM) Tools: ITOM tool selection, implementation, and integration
- Cloud and Automation Technologies: Cloud and automation technologies in ITOM
Module 7: IT Operations Management Metrics and Reporting
- ITOM Metrics and Reporting: ITOM metrics and reporting principles
- ITOM Key Performance Indicators (KPIs): ITOM KPI selection, measurement, and reporting
- ITOM Dashboards and Reporting: ITOM dashboard development and reporting
- ITOM Metrics and Reporting Best Practices: ITOM metrics and reporting best practices
Module 8: IT Operations Management Best Practices and Future Trends
- ITOM Best Practices: ITOM best practices and benchmarking
- ITOM Future Trends: Emerging trends and technologies in ITOM
- ITOM Continuous Improvement: ITOM continuous improvement principles and practices
- ITOM Career Development: ITOM career development and professional growth
Course Benefits Upon completion of the ITOM Complete Guide Masterclass, participants will receive a certificate issued by The Art of Service. The course provides: - Comprehensive ITOM Knowledge: In-depth understanding of ITOM principles, processes, and best practices
- Practical Skills: Hands-on experience with ITOM tools and technologies
- Real-World Applications: Real-world case studies and examples
- Interactive and Engaging: Interactive lessons, discussions, and hands-on projects
- Personalized Learning: Flexible learning pace and personalized support
- Lifetime Access: Lifetime access to course materials and updates
- Community Support: Access to a community of ITOM professionals and experts
Certification Upon completion of the ITOM Complete Guide Masterclass, participants will receive a certificate issued by The Art of Service, a recognized leader in IT service management training and certification.,
Module 1: IT Operations Management Fundamentals
- Introduction to ITOM: Definition, importance, and scope of ITOM
- ITOM Frameworks and Standards: Overview of ITIL, COBIT, and ISO 20000
- ITOM Processes and Functions: Service desk, incident, problem, and change management
- ITOM Roles and Responsibilities: Overview of ITOM roles and responsibilities
Module 2: Service Desk and Incident Management
- Service Desk Fundamentals: Service desk structure, processes, and technology
- Incident Management: Incident classification, investigation, and resolution
- Incident Management Best Practices: Incident prioritization, escalation, and closure
- Service Desk Metrics and Reporting: Service desk performance metrics and reporting
Module 3: Problem Management
- Problem Management Fundamentals: Problem management principles and processes
- Problem Identification and Investigation: Problem detection, logging, and investigation
- Problem Resolution and Closure: Problem resolution, closure, and documentation
- Problem Management Best Practices: Problem management metrics, reporting, and continuous improvement
Module 4: Change Management
- Change Management Fundamentals: Change management principles and processes
- Change Request Management: Change request logging, assessment, and approval
- Change Implementation and Verification: Change implementation, verification, and validation
- Change Management Best Practices: Change management metrics, reporting, and continuous improvement
Module 5: IT Service Continuity Management
- IT Service Continuity Management Fundamentals: IT service continuity management principles and processes
- Business Impact Analysis: Business impact analysis and risk assessment
- IT Service Continuity Plans: IT service continuity plan development and implementation
- IT Service Continuity Management Best Practices: IT service continuity management metrics, reporting, and continuous improvement
Module 6: IT Operations Management Tools and Technologies
- ITOM Tools and Technologies: Overview of ITOM tools and technologies
- IT Service Management (ITSM) Tools: ITSM tool selection, implementation, and integration
- IT Operations Management (ITOM) Tools: ITOM tool selection, implementation, and integration
- Cloud and Automation Technologies: Cloud and automation technologies in ITOM
Module 7: IT Operations Management Metrics and Reporting
- ITOM Metrics and Reporting: ITOM metrics and reporting principles
- ITOM Key Performance Indicators (KPIs): ITOM KPI selection, measurement, and reporting
- ITOM Dashboards and Reporting: ITOM dashboard development and reporting
- ITOM Metrics and Reporting Best Practices: ITOM metrics and reporting best practices
Module 8: IT Operations Management Best Practices and Future Trends
- ITOM Best Practices: ITOM best practices and benchmarking
- ITOM Future Trends: Emerging trends and technologies in ITOM
- ITOM Continuous Improvement: ITOM continuous improvement principles and practices
- ITOM Career Development: ITOM career development and professional growth