What does the IT Service Management course cover?
IT Service Management is covered here in 8 modules: Introduction to IT Service Management: Defining IT service management, IT Service Management Principles, IT Service Management Processes: Service desk management, Service level management and 5 more. The outline lists 48 specific topics, opening with defining IT service management and closing with establishing a continuous improvement culture.
How do you approach IT Service Management step by step?
The work is sequenced in 8 stages. It starts with Introduction to IT Service Management: Defining IT service management, moves through IT Service Management Principles and IT Service Management Processes: Service desk management, Service level management, and ends at Implementing IT Service Management: Selecting and tools, Designing and processes.
What is in Module 1 of the IT Service Management course?
Module 1 is Introduction to IT Service Management: Defining IT service management. It works through defining IT service management, the importance of IT service management, IT service management frameworks and standards (ITIL, COBIT, ISO 20000) and 1 more. It sets the vocabulary the remaining 7 modules build on.
How is the IT Service Management course delivered?
The IT Service Management course is fully self-paced with immediate online access after enrolment. Access does not expire and future updates are included at no cost. It can be taken on any device, and a certificate of completion is issued by The Art of Service when you finish.
How much does the IT Service Management course cost?
The IT Service Management course is $199 as a one time payment. There is no subscription, no per seat licence and no hidden fee. Enrolment carries a 30 day satisfied or refunded guarantee, so it can be assessed in full before you commit.
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Mastering IT Service Management: A Comprehensive Guide to Covering All Your Bases and Managing Risk with Confidence
Course Overview
This comprehensive course is designed to equip IT professionals with the knowledge, skills, and confidence to manage IT services effectively and efficiently. Participants will gain a deep understanding of IT service management principles, concepts, and best practices, as well as the skills to apply them in real-world scenarios.Course Objectives
- Understand the fundamentals of IT service management and its importance in the digital age
- Learn how to design, implement, and manage IT services that meet business needs and customer expectations
- Develop the skills to manage IT services effectively, including service desk management, incident management, problem management, and change management
- Understand how to measure and improve IT service quality, including service level management and continuous improvement
- Learn how to manage IT risks and ensure business continuity
- Develop the skills to communicate effectively with stakeholders, including customers, users, and IT staff
Course Outline
Module 1. Introduction to IT Service Management: Defining IT service management
- Defining IT service management
- The importance of IT service management
- IT service management frameworks and standards (ITIL, COBIT, ISO 20000)
- IT service management roles and responsibilities
Module 2: IT Service Management Principles
- Service strategy
- Service design
- Service transition
- Service operation
- Continual service improvement
Module 3. IT Service Management Processes: Service desk management, Service level management
- Service desk management
- Incident management
- Problem management
- Change management
- Release and deployment management
- Service level management
- Capacity management
- Availability management
- IT service continuity management
- Information security management
Module 4. IT Service Management Tools and Techniques: Underpinning contracts (UCs)
- Service management tools (e.g. ITSM, BMC, ServiceNow)
- Configuration management systems (CMS)
- Service catalogues
- Service level agreements (SLAs)
- Operational level agreements (OLAs)
- Underpinning contracts (UCs)
Module 5. Managing IT Risks and Business Continuity: IT risk management, Business impact analysis
- IT risk management
- Business continuity management
- Disaster recovery planning
- Business impact analysis
- Risk assessment and mitigation
Module 6. Measuring and Improving IT Service Quality: Service desk metrics, Service quality metrics
- Service level management
- Service quality metrics
- Service reporting
- Continuous improvement
- Service desk metrics
- Incident management metrics
- Problem management metrics
Module 7. Communication and Stakeholder Management: IT staff communication
- Communication strategies
- Stakeholder analysis
- Stakeholder management
- Customer relationship management
- User engagement
- IT staff communication
Module 8. Implementing IT Service Management: Selecting and tools, Designing and processes
- Implementing IT service management frameworks and standards
- Designing and implementing IT service management processes
- Selecting and implementing IT service management tools
- Developing IT service management metrics and reporting
- Establishing a continuous improvement culture
Course Features
- Interactive and engaging: The course includes interactive lessons, quizzes, and exercises to keep you engaged and motivated.
- Comprehensive: The course covers all aspects of IT service management, from principles and processes to tools and techniques.
- Personalized: The course is designed to meet the needs of individual learners, with flexible learning paths and tailored content.
- Up-to-date: The course is regularly updated to reflect the latest developments in IT service management, including new technologies and best practices.
- Practical: The course includes hands-on projects and real-world examples to help you apply your knowledge in practice.
- Expert instructors: The course is taught by experienced IT service management professionals who have a deep understanding of the subject matter.
- Certification: Participants receive a certificate upon completion, issued by The Art of Service.
- Flexible learning: The course is available online, allowing you to learn at your own pace and on your own schedule.
- User-friendly: The course is designed to be easy to use, with a user-friendly interface and clear instructions.
- Mobile-accessible: The course is accessible on mobile devices, allowing you to learn on the go.
- Community-driven: The course includes a community forum where you can connect with other learners and instructors.
- Actionable insights: The course provides actionable insights and practical advice that you can apply in your own organization.
- Hands-on projects: The course includes hands-on projects that allow you to apply your knowledge in practice.
- Bite-sized lessons: The course is divided into bite-sized lessons, making it easy to learn and retain new information.
- Lifetime access: You have lifetime access to the course, allowing you to review and refresh your knowledge at any time.
- Gamification: The course includes gamification elements, such as quizzes and challenges, to make learning fun and engaging.
- Progress tracking: The course allows you to track your progress, providing a clear picture of your learning journey.