Service Management Essentials

Target Audience

Support professionals who desire advanced training for designing, implementing, managing, and optimizing these core service management processes: Incident Management, Problem Management, Change Management, Service Level Management.

Course Description

The primary goal of IT Service Management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, and maintaining fiscal responsibility and sound IT investments. If you want to increase the value of your IT services to the business, you should focus first on these customer facing processes.

Course Objectives

• How to leverage governance, frameworks, standards, and best practices
• How to design and implement aligned incident management and service request processes
• Trending analysis and root cause techniques for proactive problem management
• A logical approach to implementing an efficient change management process
• Strategies and templates for successful service level management
• How to assess the maturity of your service management processes and develop a roadmap for success

Prerequisites:

None.

Course Delivery

This course is delivered by Propoint Solutions’ EXIN Accredited Trainers (ATs) who each hold the ITIL Expert Certification.

This course is delivered over 2 consecutive days from 8:00 AM to 5:00 PM.