Background

This course aims at raising an individual’s understanding of, and competence in IT Service Management as described in the best practice or best framework such as in ITIL.

This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes, and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

The purpose of this IT Service Management  to help the delegates  to define Service and to comprehend and explain the

concept of Service Management as a practice, and is to certify that the candidate has gained knowledge of the ITSM terminology, structure, and basic concepts and has comprehended the core principles of ITSM practices as referenced in the ITIL.

Objectives 

• Describe the concept of Good PRACTICE
• Define and explain the concept of a SERVICE
• Define and explain the concept of SERVICE MANAGEMENT
• Define and distinguish between FUNCTIONS, ROLES, and PROCESSES
• Explain the PROCESS model
• List the characteristics of PROCESSES (Measurable, Specific results, CUSTOMERS, and Response

Audience:

• Managers involved and related in the IT operations
• IT staff and executives involved in risk management and  business process improvement
• Information technology professionals involved in projects that are concerned, in part, with the automation of business processes
• IT Managers and Practitioners involved in the strategy, design, and implementation and ongoing delivery of business-used IT services and who require an insight into Service Management best practice
• Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization

Contents

• Introduction
• Service Management as a Practice
• Service Lifecycle
• Processes covering Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
• Generic Concepts and Definitions
• Workshop/Case Study I in ITSM (ITIL V3)
• Key Principles and Models covering Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
• Functions
• Framework  Exercise I (ITILV3)
• Roles
• Key Principles and Models of ITSM:
• The types of a service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model
• Technology and Architecture
• Revision
• Mock Examination

Methods :

• Presentation
• Discussion
• Case Study

Lead Instructor

Dr. Ir. Fauzi Hasan. MM, MBA, and Team