Gain an understanding of Service Management as a practice

• The concept of Good Practice
• The concept of Service
• The concept of Service Management
• Define and distinguish between Functions, Roles & Processes
• The process model
• Characteristics of processes

Gain an understanding of the Service Lifecycle

• The objectives and business value for each phase in the lifecycle

Key Principles and Models

Candidates will be able to comprehend and account for key principles and models of Service Management and balance some of the opposing forces within Service Management

Service Strategy

• The three types of Service Providers
• Define the market
• Develop the offerings
• Develop the strategic assets
• Prepare for execution
• Service Level Management

Service Design

• The importance of People, Processes, Products and Partners for Service Management
• The five major aspects of Service Design
• Different sourcing approaches and options

Service Transition

• The Service V model
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management

Service Operation

• IT Services versus Technology
• Stability versus Responsiveness
• The role of communication in Service Operation
• Incident Management
• Event Management
• Request Fulfilment
• Problem Management

Continual Service Improvement

• Basic concepts , process activities, interfaces and metrics for the 7 step improvement process
• The role of Governance for Continual Service Improvement

Key Concepts

Gain an understanding of the key terminology and key concepts of Service Management

Processes

Candidates will gain an understanding of how the Service Management processes contribute to the Service Life Cycle

Roles

After completing this course candidates will be able to account for the role and responsibilities of the key roles in Service Management

Functions

This aims to help the candidate explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function and to state the role, objectives of the other three functions which are:

• Technical Management
• Application Management
• IT Operations Management

Technology and Architecture

Looks at some of the generic requirements for an integrated set of Service Management Technology