Course Outline
Day 1
- An Introduction to IT Service Management
- Lifecycles and Strategies
- Service Design - Principles, Processes and Roles
- Evening work & Revision
Day 2
- Review of evening work and day 1
- Service Transition - Principles, Processes and Roles
- Service Operation - Principles, Processes, Roles and Functions
- Evening work, Revision & Mock Exam
Day 3
- Review of evening work and day 2
- Interfaces and Continual Service Improvement
- Technology and Architecture
- Certification scheme
- Mock Exam and review
- Exam
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
- Service management as a practice – the concept of good practice, the concept of a service, the concept of service management, define roles, processes and functions
- The Service Lifecycle – The service lifecycle and its key concepts, the business value of the phases of the lifecycle
- Key Concepts and Definitions – Key terminology of service management, key principles and models
- Service Strategy – The four main activities of service strategy, the main goals and objectives of service strategy, basic overview of value creation through services, overview of the five service strategy processes
- Service Design – The importance of people, processes, products and partners, the five major aspects of service design, different sourcing approaches and options, overview of the seven service design processes
- Service Transition – The service V model, overview of the five service transition processes
- Service Operation – IT service versus technology components, quality of service versus costs of service, reactive versus proactive, overview of the five key service operation processes
- Continual Service Improvement – Objectives of continual service improvement, the seven step improvement process
- Functions – The service desk, technical management, application management, IT operations management
- Roles – The role of the process owner, the role of a service owner, the role of the RACI model in determining organisational structure
- Technology and Architecture – Requirements for an integrated set of service management technology, how service automation assists with integrated processes
