Mastering IT Service Management: A Comprehensive Guide to eTOM, ITIL, and ISO 20000
This extensive and detailed course curriculum is designed to provide participants with a comprehensive understanding of IT service management, covering eTOM, ITIL, and ISO 20000. Upon completion, participants will receive a certificate issued by The Art of Service.Course Overview This course is designed to be interactive, engaging, comprehensive, personalized, up-to-date, practical, and applicable to real-world scenarios. The high-quality content is delivered by expert instructors, and participants will have access to hands-on projects, bite-sized lessons, lifetime access, gamification, and progress tracking.
Course Outline Module 1: Introduction to IT Service Management
- Defining IT service management
- Understanding the importance of IT service management
- Overview of eTOM, ITIL, and ISO 20000
Module 2: eTOM (enhanced Telecom Operations Map) Framework
- Introduction to the eTOM framework
- Understanding the eTOM process framework
- Applying eTOM to IT service management
Module 3: ITIL (Information Technology Infrastructure Library) Framework
- Introduction to the ITIL framework
- Understanding the ITIL service lifecycle
- Applying ITIL to IT service management
Module 4: ISO 20000 Standard
- Introduction to the ISO 20000 standard
- Understanding the requirements of ISO 20000
- Implementing ISO 20000 in an organization
Module 5: Service Strategy
- Defining service strategy
- Understanding service portfolio management
- Developing a service strategy
Module 6: Service Design
- Defining service design
- Understanding service catalog management
- Designing IT services
Module 7: Service Transition
- Defining service transition
- Understanding change management
- Transitioning IT services
Module 8: Service Operation
- Defining service operation
- Understanding incident management
- Managing IT services in operation
Module 9: Continual Service Improvement
- Defining continual service improvement
- Understanding service reporting
- Improving IT services
Module 10: IT Service Management Tools and Technologies
- Overview of IT service management tools
- Understanding IT service management technologies
- Selecting the right IT service management tools and technologies
Module 11: IT Service Management Implementation and Governance
- Implementing IT service management in an organization
- Understanding IT service management governance
- Establishing an IT service management governance framework
Module 12: IT Service Management Measurement and Metrics
- Defining IT service management metrics
- Understanding IT service management measurement
- Developing an IT service management measurement framework
Module 13: IT Service Management Maturity and Roadmap
- Assessing IT service management maturity
- Understanding the IT service management roadmap
- Developing an IT service management roadmap
Module 14: IT Service Management Best Practices
- Understanding IT service management best practices
- Applying IT service management best practices
- Continual improvement of IT service management best practices
Module 15: Case Studies and Group Discussions
- Real-world case studies of IT service management implementation
- Group discussions on IT service management challenges and solutions
Certificate Upon completion of the course, participants will receive a certificate issued by The Art of Service.
Course Features - Interactive: Engaging video lessons, interactive quizzes, and hands-on projects
- Comprehensive: Covers eTOM, ITIL, and ISO 20000 frameworks and standards
- Personalized: Self-paced learning with personalized support from expert instructors
- Up-to-date: Latest developments and best practices in IT service management
- Practical: Real-world applications and case studies
- High-quality content: Developed by expert instructors with extensive experience in IT service management
- Certification: Receive a certificate upon completion issued by The Art of Service
- Flexible learning: Accessible on desktop, tablet, and mobile devices
- User-friendly: Easy-to-use platform with clear navigation and concise instructions
- Community-driven: Connect with peers and expert instructors through discussion forums
- Actionable insights: Apply learned concepts to real-world scenarios
- Hands-on projects: Practice and reinforce learning with hands-on projects
- Bite-sized lessons: Manageable chunks of learning for easy comprehension and retention
- Lifetime access: Access to course materials and updates for a lifetime
- Gamification: Engaging and interactive learning experience with gamification elements
- Progress tracking: Track progress and stay motivated with progress tracking features
,
Module 1: Introduction to IT Service Management
- Defining IT service management
- Understanding the importance of IT service management
- Overview of eTOM, ITIL, and ISO 20000
Module 2: eTOM (enhanced Telecom Operations Map) Framework
- Introduction to the eTOM framework
- Understanding the eTOM process framework
- Applying eTOM to IT service management
Module 3: ITIL (Information Technology Infrastructure Library) Framework
- Introduction to the ITIL framework
- Understanding the ITIL service lifecycle
- Applying ITIL to IT service management
Module 4: ISO 20000 Standard
- Introduction to the ISO 20000 standard
- Understanding the requirements of ISO 20000
- Implementing ISO 20000 in an organization
Module 5: Service Strategy
- Defining service strategy
- Understanding service portfolio management
- Developing a service strategy
Module 6: Service Design
- Defining service design
- Understanding service catalog management
- Designing IT services
Module 7: Service Transition
- Defining service transition
- Understanding change management
- Transitioning IT services
Module 8: Service Operation
- Defining service operation
- Understanding incident management
- Managing IT services in operation
Module 9: Continual Service Improvement
- Defining continual service improvement
- Understanding service reporting
- Improving IT services
Module 10: IT Service Management Tools and Technologies
- Overview of IT service management tools
- Understanding IT service management technologies
- Selecting the right IT service management tools and technologies
Module 11: IT Service Management Implementation and Governance
- Implementing IT service management in an organization
- Understanding IT service management governance
- Establishing an IT service management governance framework
Module 12: IT Service Management Measurement and Metrics
- Defining IT service management metrics
- Understanding IT service management measurement
- Developing an IT service management measurement framework
Module 13: IT Service Management Maturity and Roadmap
- Assessing IT service management maturity
- Understanding the IT service management roadmap
- Developing an IT service management roadmap
Module 14: IT Service Management Best Practices
- Understanding IT service management best practices
- Applying IT service management best practices
- Continual improvement of IT service management best practices
Module 15: Case Studies and Group Discussions
- Real-world case studies of IT service management implementation
- Group discussions on IT service management challenges and solutions
Certificate Upon completion of the course, participants will receive a certificate issued by The Art of Service.
Course Features - Interactive: Engaging video lessons, interactive quizzes, and hands-on projects
- Comprehensive: Covers eTOM, ITIL, and ISO 20000 frameworks and standards
- Personalized: Self-paced learning with personalized support from expert instructors
- Up-to-date: Latest developments and best practices in IT service management
- Practical: Real-world applications and case studies
- High-quality content: Developed by expert instructors with extensive experience in IT service management
- Certification: Receive a certificate upon completion issued by The Art of Service
- Flexible learning: Accessible on desktop, tablet, and mobile devices
- User-friendly: Easy-to-use platform with clear navigation and concise instructions
- Community-driven: Connect with peers and expert instructors through discussion forums
- Actionable insights: Apply learned concepts to real-world scenarios
- Hands-on projects: Practice and reinforce learning with hands-on projects
- Bite-sized lessons: Manageable chunks of learning for easy comprehension and retention
- Lifetime access: Access to course materials and updates for a lifetime
- Gamification: Engaging and interactive learning experience with gamification elements
- Progress tracking: Track progress and stay motivated with progress tracking features
,
- Interactive: Engaging video lessons, interactive quizzes, and hands-on projects
- Comprehensive: Covers eTOM, ITIL, and ISO 20000 frameworks and standards
- Personalized: Self-paced learning with personalized support from expert instructors
- Up-to-date: Latest developments and best practices in IT service management
- Practical: Real-world applications and case studies
- High-quality content: Developed by expert instructors with extensive experience in IT service management
- Certification: Receive a certificate upon completion issued by The Art of Service
- Flexible learning: Accessible on desktop, tablet, and mobile devices
- User-friendly: Easy-to-use platform with clear navigation and concise instructions
- Community-driven: Connect with peers and expert instructors through discussion forums
- Actionable insights: Apply learned concepts to real-world scenarios
- Hands-on projects: Practice and reinforce learning with hands-on projects
- Bite-sized lessons: Manageable chunks of learning for easy comprehension and retention
- Lifetime access: Access to course materials and updates for a lifetime
- Gamification: Engaging and interactive learning experience with gamification elements
- Progress tracking: Track progress and stay motivated with progress tracking features