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Mastering IT Service Management; A Comprehensive Guide for Managed Service Providers

Mastering IT Service Management; A Comprehensive Guide for Managed Service Providers

$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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Mastering IT Service Management: A Comprehensive Guide for Managed Service Providers



Course Overview

This extensive and detailed course is designed to equip Managed Service Providers (MSPs) with the knowledge and skills required to master IT service management. Participants will receive a certificate upon completion, issued by The Art of Service.



Course Features

  • Interactive: Engaging video lessons, interactive quizzes, and hands-on projects
  • Comprehensive: Covering 80+ topics in-depth, with expert instructors guiding you every step of the way
  • Personalized: Learn at your own pace, with bite-sized lessons and flexible learning options
  • Up-to-date: Stay current with the latest industry trends and best practices
  • Practical: Real-world applications and case studies to help you apply your knowledge
  • High-quality content: Expertly crafted course materials, with a focus on actionable insights
  • Certification: Receive a certificate upon completion, issued by The Art of Service
  • Flexible learning: Access course materials anywhere, anytime, on any device
  • User-friendly: Easy-to-use interface, with clear navigation and progress tracking
  • Mobile-accessible: Learn on-the-go, with mobile-friendly course materials
  • Community-driven: Join a community of like-minded professionals, with opportunities for networking and collaboration
  • Lifetime access: Enjoy ongoing access to course materials, with no expiration date
  • Gamification: Engaging gamification elements, to help you stay motivated and on track


Course Outline

Module 1: Introduction to IT Service Management

  • Defining IT Service Management
  • Understanding the IT Service Management Lifecycle
  • Key Concepts and Terminology
  • Benefits of IT Service Management
  • Challenges and Risks

Module 2: Service Strategy

  • Defining Service Strategy
  • Understanding Customer Needs and Expectations
  • Developing a Service Strategy
  • Service Portfolio Management
  • Service Level Management

Module 3: Service Design

  • Defining Service Design
  • Understanding Service Design Principles
  • Developing a Service Design
  • Service Catalogue Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management

Module 4: Service Transition

  • Defining Service Transition
  • Understanding Service Transition Principles
  • Developing a Service Transition Plan
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Evaluation and Management of Services

Module 5: Service Operation

  • Defining Service Operation
  • Understanding Service Operation Principles
  • Developing a Service Operation Plan
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

Module 6: Continual Service Improvement

  • Defining Continual Service Improvement
  • Understanding Continual Service Improvement Principles
  • Developing a Continual Service Improvement Plan
  • Service Reporting
  • Service Measurement
  • Continual Service Improvement Methods and Techniques

Module 7: Implementing IT Service Management

  • Understanding the Implementation Process
  • Developing an Implementation Plan
  • Establishing a Project Team
  • Managing Stakeholders
  • Communicating Change
  • Training and Awareness

Module 8: IT Service Management Tools and Technology

  • Understanding IT Service Management Tools and Technology
  • Service Management Software
  • Service Desk Software
  • IT Asset Management Software
  • Configuration Management Software
  • Release Management Software

Module 9: IT Service Management Best Practices

  • Understanding IT Service Management Best Practices
  • ITIL Best Practices
  • COBIT Best Practices
  • ISO/IEC 20000 Best Practices
  • Service Management Governance
  • Service Management Processes

Module 10: IT Service Management Case Studies

  • Real-World IT Service Management Case Studies
  • Success Stories
  • Challenges and Lessons Learned
  • Best Practices and Recommendations

Module 11: IT Service Management Certification and Training

  • Understanding IT Service Management Certification and Training
  • ITIL Certification
  • COBIT Certification
  • ISO/IEC 20000 Certification
  • Service Management Training
  • Continuing Professional Development

Module 12: Conclusion and Next Steps

  • Summary of Key Concepts
  • Next Steps for Implementing IT Service Management
  • Continuing Professional Development
  • Final Thoughts and Recommendations
Upon completing this comprehensive course, participants will have a deep understanding of IT service management principles, practices, and tools, and will be well-prepared to implement IT service management in their organizations.

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