IT Service Management

A module that helps you to master the foundation and practitioner knowledge of IT service management and apply IT service management skills in your organization

Generic Skills Addressed

Understand, plan, implement, support, improve services, create value for your customers, and understand, develop, deliver, and ensure IT Service Management in your organization.

Learning Outcomes

• Able to use the IT Service Management terminology
• Able to understand IT Service Management processes
• Able to understand the role and responsibilities regarding IT Service Management
• Able to understand aspects of implementing IT service management processes with continuous improvement
• Able to fully understand the service management concepts
• Able to apply CSI approaches and guiding principle
• Able to implement the purpose, goals, and objectives of metrics and measurements
• Able to use change management and ensure continual service improvement 

Lesson Outlines

• Lesson 1: Introduction to IT Service Management
• Lesson 2: Concept of IT Service Management
• Lesson 3: Dimensions of IT Service Management
• Lesson 4: Service Value System
• Lesson 5: IT Service Management Guiding Principles
• Lesson 6: Governance
• Lesson 7: IT Service Management Value Chain
• Lesson 8: Continual Improvement
• Lesson 9: Introduction to IT Service Management Practitioner
• Lesson 10: The CSI Approach - The Desire
• Lesson 11: IT Service Management Metrics and Measurement
• Lesson 12: Understanding IT Services Management Communication Principles
• Lesson 13: The CSI Approach - Check, Control and Redirect