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Management
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Business Service Management
Six Sigma (SS)
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IT Service Management Certificate Course ITSM-CC101
DURATION:
36 Hours in total – 35 hours of lab and lecture, and 1 hour knowledge competence 50 question test.
DURATION:
Between 15 and 18 students per class - Because of our commitment to ensuring each student a quality education, we keep our class sizes to no more than 18 students.
Our commitment to ensuring each class attendee’s right to a quality education means that we keep our class sizes to a nominal figure to ensure all students have adequate access to the instructor to ask any questions they feel they need to ask to ensure a complete and full understanding of the theories, concepts, methodologies, functions, and processes that are being discussed during the course.
OBJECTIVE:
This course will provide participants with the basic concepts, tools, methodologies, functions & processes, roles and responsibilities, and in many areas actionable information in IT Service Management (ITSM). This course will cover the 5 service lifecycle phases that are generally recognized by industry experts. The IT processes are included as a foundation for understanding the requirements for the successful management of IT Services in today’s competitive environment.
TARGET AUDIENCE:
This certificate course has no prerequisites and is intended for anyone wishing to develop a solid foundational understanding of ITSM and what value it brings to both the IT Organization and the Business. Typical participants include Senior Executive Officers (CXO), Directors, Managers, IT Technologists, IT & Network Engineers, Business Analysts, Developers, Service Desk Staff, Administrative Staff, and Supervisors.
COURSE METHODOLOGYE:
Classroom Lecture, Case Studies in Workgroups, Class Reviews, Final Exam
Course Syllabus
Module 1: Introduction to IT Service Management (5 Hours)
- What is IT Service Management (ITSM)?
- Introduction to the ITIL® v2 Processes
- Introduction to the ITIL® v3 Processes
- Introduction to other ITSM Frameworks
- Introduction to ITSM Tools
- Justification for ITSM
- Introduction to People, Processes, and Technology
- Introduction to Organizational Change Management and Management Matters
- Introduction to the Service Lifecycle
- Group Workshops & Case Studies
Module 2: ITSM Lifecycle Phase - Service Strategy (5 Hours)
- Introduction
- Basic Concepts
- Service Structures
- Service Providers
- Service Strategy Processes
- Service Strategy Activities
- Roles & Responsibilities
- Methods & Tools
- Group Workshops & Case Studies
Module 3: ITSM Lifecycle Phase - Service Design (5 Hours)
- Introduction
- Basic Concepts
- Design of Service Portfolio
- Design of Measurements and Metrics
- Service Design Processes
- Service Design Activities
- Roles & Responsibilities
- Methods & Tools
- Group Workshops & Case Studies
Module 4: ITSM Lifecycle Phase - Service Transition (5 Hours)
- Introduction
- Basic Concepts
- Service Transition Processes
- Service Transition Activities
- Roles & Responsibilities
- Methods & Tools
- Group Workshops & Case Studies
Module 5: ITSM Lifecycle Phase - Service Operation (5 Hours)
- Introduction
- Basic Concepts
- Service Operation Processes
- Service Operation Activities
- Roles & Responsibilities
- Methods & Tools
- Group Workshops & Case Studies
Module 6: ITSM Lifecycle Phase - Service Improvement (5 Hours)
- Introduction
- Basic Concepts
- Service Improvement Processes
- Service Improvement Activities
- Roles & Responsibilities
- Methods & Tools
- Group Workshops & Case Studies
Module 7: ITSM Tools (5 Hours)
- Introduction
- Why Tools are last
- Design and Developing a Configuration Management DB (CMDB)
- Building Configuration Item (CI) Requirements
- Design and Developing an IT Service Catalog
- Design and Developing a Document Management System
- Design and Developing a Knowledge Management System
- Bringing it all together
- Group Workshops & Case Studies
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