Fundamentals of IT Service Management (ITSM)

Fundamentals of IT Service Management (ITSM)

Regular price
$395.00
Sale price
$395.00

Course Summary:

ITIL® is the "must have" in IT/IS management and a standard across more and more organizations globally. Today, most organizations use ITIL® constituting a candidate requirement in applications for any IT function.

This program covers the latest version of core ITIL® focused on the core elements of IT service management (ITSM) from a lifecycle perspective, concepts and terminologies including ITIL lifecycle phase interactions and outcomes, ITSM processes and service management best practices, promoting alignment with the business as well as improving operational efficiency.

Course Description:  This program covers the latest version of core ITIL® best practices for IT Service Management. Explains the use of the principles and core elements of IT service management (ITSM) from a lifecycle perspective, promoting alignment with the business as well as improving operational efficiency.

It shows ITIL® practices within the Service Lifecycle context, the process and practice elements used within business enterprise environments;

ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

It uses an interactive approach combining lecture, case study experience and discussion focusing on pain points that any organization faces and how ITIL practices can help to solve.

 

Key benefits:

  • Determine how to use best practices in the public domain and explain why ITIL is successful.
  • Determine when to use the concepts of Service, Outcome, Internal and external customers, Internal and external services, Service management, IT service management, Stakeholders.
  • Describe the structure and the value of the ITIL service lifecycle.
  • Determine how to manage risk.

 

Target Audience:

The target audience for this course includes individuals who need to identify  how ITIL can be used to enhance IT service management within an organization. This could include individuals working within an organizations who has adopted and adopted ITIL.

Individuals who wish to understand how an organization can use the people, the processes and the technology in a more effective way to achieve success.  Students who wish to enhance, increase, or further improve the quality and value of service management.

There are three parts available for this program for purchase:

  • Course 1:  Fundamentals of IT Service Management (current brochure)

  • Course 2:  The Service Strategy

  • Course 3:  The Service Design

 

Length: ..... mins

 

Program Contents:

Module

Module Objectives: Fundamentals of IT Service Management

Module 1: Introduction & Overview

  • Determine how to use best practices in the public domain.
  • Describe and explain why ITIL is successful.

Module 2: Principles and Key Concepts

Define and determine when to use the concepts of:

  • Good practice
  • Service
  • Outcome
  • Internal and external customers
  • Internal and external services
  • Service management
  • IT service management
  • Stakeholders in service management.

 Define and determine how to use processes and functions

Explain the process model and the characteristics of processes

Module 3: The logic of Value Creation –   Part 1

  • Describe the structure of the ITIL service lifecycle.
  • Determine the purpose, objectives and scope of service strategy.
  • Determine the purpose, objectives and scope of service design.
  • Determine what value service design provides to the business.
  • Determine the purpose, objectives and scope of service transition.
  • Determine what value service transition provides to the business.
  • Determine the purpose, objectives and scope of service operation.
  • Determine what value service operation provides to the business
  • Determine the main purpose, objectives and scope of continual service improvement.
  • Determine what value continual service improvement provides to the business.
  • Define and determine how to use the Utility and Warranty.
  • Define and determine the use of:
         - Service Assets
         - Service Provider
         - Supplier

Module 4: The logic of Value Creation – Part 2

  • Determine how to manage risk.

Course Instructor: Virginia Araujo, 

PhD, ITIL Expert, ISO20K

With a PhD in Software Engineering, a Degree in Mathematics and Computer Science, several Professional Certifications and more than 20 years of professional experience in Technologies and Information Systems, Virginia Araujo has the highest international qualifications. Specialized in IT Governance, IT Service Management, Project Management, and today she works with recognized international market leaders in these areas.

Author of several articles published in specialized journals, a speaker at international congresses and is also a University Professor. As an Accredited Trainer by different International Examination Institutes such as APMG, PEOPLECERT and CSME, she has trained and certified hundreds of professionals in different countries.

As a Consultant and Manager, she has managed large-scale projects in the public and private sectors, adopting and adapting the internationally recognized management best practices such as ITIL2011, COBIT5, ISO/IEC20000, ISI/IEC27001, PMBOK, PRINCE2, RESILIA, and BIG DATA.