IT Service Management (ITSM)
Course Content
Introduction to IT Service Management
Overview of ITSM
- Definition and importance of ITSM
- Key objectives of ITSM
- Benefits of ITSM to organizations
History and Evolution
- Evolution of ITSM from traditional IT support to modern practices
- Key milestones in ITSM development
Key Concepts and Terminology
- Service, service management, service lifecycle
- ITIL (Information Technology Infrastructure Library) and other frameworks (e.g., COBIT, ISO/IEC 20000)
- Understanding terms: SLA (Service Level Agreement), OLA (Operational Level Agreement), UC (Underpinning Contract)
ITSM Frameworks and Standards
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Complete course content will be provided when requesting for a quoatation.
Course Materials
Textbooks:
- ITIL Foundation Exam Study Guide by Liz Gallacher and Helen Morris
- COBIT 2019 Framework: Introduction and Methodology by ISACA
- ISO/IEC 20000: An Introduction to the Global Standard for Service Management by Jan van Bon
Online Resources:
- ITIL official website and resources
- ISACA’s COBIT resources
- ISO/IEC 20000 documentation and guidelines
Tools and Software:
- ITSM tools: ServiceNow, BMC Remedy, Cherwell
- Knowledge management tools: Confluence, SharePoint
- Monitoring and event management tools: Nagios, SolarWinds
Learning Outcomes
By the end of the training, participants will be able to:
- Understand the fundamental concepts and importance of ITSM.
- Implement ITSM frameworks like ITIL, COBIT, and ISO/IEC 20000.
- Design, transition, operate, and improve IT services aligned with business objectives.
- Manage key ITSM processes including incident management, change management, and service level management.
- Utilize ITSM tools and technologies effectively.
- Foster a culture of continuous improvement within IT service management.