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COURSE OVERVIEW
Earn 24 PDUs
The course will be delivered
through lectures, presentation slides and discussions.
Group exercises, fact sheets and individual practice
exams questions, all of which allow delegates to
apply the concepts of best practice guidance and
test their understanding will be provided as additional
inputs for the course.
This course will be conducted
in association with QSIT India, which is an accredited
EXIN Partner (EP and ACP)
COURSE OBJECTIVES
- To provide service providers with additional
skills to better manage their IT processes and
services.
- To provide business managers inputs on better
aligning business objectives with IT services.
- To prepare the participant to get certified
in ITIL foundation certificate
COURSE
CONTENTS
- Introduction to Service Management
- The Service Lifecycle
- Objectives and business value for each phase
of the lifecycle
- Main goals and value to the business provided
by each lifecycle phase
- Generic Concepts and Key Principles
- Processes and Functions
- Characteristics of a process
- Objectives, business value, basic concepts,
roles and interfaces of
- Service Portfolio Management, Service
Level Management
- Incident Management, Change Management
- Objectives and basic concepts of:
- Demand Management , Financial Management
- Service Catalogue Management, Availability
Management
- Capacity Management , Supplier Management
- Information Security Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management , Problem Management
- Request Fulfillment , Access Management
- The 7 step improvement process
- Overview of the functions:
- Service Desk, Application Management
- Operations Management , Technical Management
- Organization structure and key roles
- Technology and Architecture
Who
Should Attend
- People working in IT Service Management
- IT Service Providers, IT Directors and Managers
, CIO’s
- Business Managers , Service Management Consultants
- Any organization that depends on IT Services
Pre-requisite
- A fair knowledge of IT Services
- Good grasp of English
Delivery
Method
Full day interactive, instructor led classroom
sessions.
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