In this course, the delegate will learn:
- Introduction to IT Service Management business and managerial issues
- Managing the planning and implementation of IT Service Management
- Management of strategic change
- Risk management
- Organizational challenges
- Service assessment
- Complementary industry guidance
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
As from 2017 Business Training is a Training Organization accredited by PeopleCert.
Introduction to IT Service Management (ITSM) Business and Managerial Issues
- Positioning and transitioning the Lifecycle.
- Using open-loop and closed-loop systems, the relationship between Business and IT, and how to achieve business value
Management of Strategic Change
- Determining critical success components, benefits, value, and costs dynamics.
- Planning the alignment, scope, resources, capabilities, communication, quality, knowledge transfer, business relationship management and retiring of services
Risk Management
- Identification, evaluation, analysis, correction and control of internal and external risks
- Understanding Organizational Challenges
Managing the Planning and Implementation of ITSM
- Activities during Plan, Do, Check, Act, strategy aspects, the 4P’s of Strategy Identify the considerations for policies, strategy, design, and transition
- Activities such as guiding, leading, monitoring, controlling, evaluating and communicating
Understanding Organizational Challenges
- Organizational maturity, structure, transition, governance, and achieving balance in Service Operations
- Knowledge management and security of information
Service Assessment
- Service measuring and reporting, monitoring, benchmarking and assessing achievements
- Corrective action and Improvements from a Business Perspective
Understanding Complementary Industry Guidance
- Understand the value of and distinguish between the complementary practices and how they support ITIL® initiatives
