Key Concepts of Service Management

Key Concepts of Service Management

Date/Time: Date(s) - 22/11/2021 - 24/11/2021( 8:00 am - 5:00 pm )
Location: China, Hong Kong


Introduction

IT Infrastructure Library is the most widely used approach to managing IT services. The guidance provided in ITILĀ® helps organizations to deliver their services in a customer-focused, quality-driven and economical way.

Who Should Attend?

This training course is best suited for IT executives, IT architects, operations managers, IT audit managers, IT planners and consultants, database administrators, ITSM trainers, service delivery professionals, quality analysts, application management and development teams, and IT managers. Obtaining the ITIL V4 foundation certification is available to both seasoned IT professionals and those fresh in their IT career.

Outlines

Key Concepts of Service Management

  • Service Management
  • Stakeholders of Service Management
  • Service Consumer Roles
  • Products and Services
  • Service Offerings
  • Service Relationships
  • Value Outcomes, Costs, and Risks Service Relationships
  • Risks
  • Utility and Warranty

Four Dimensions of Service Management

  • Four Dimensions of Service Management
  • Dimensions of Service Management
  • Organizations and People
  • Information and Technology
  • Information and Technology Regulations
  • Selecting the Right Technology
  • Factors Influencing Technology
  • Cloud Computing
  • Partners and Suppliers
  • Organization Strategy
  • Value Streams and Processes
  • Processes
  • Factors Affecting Service Providers

The IT Infrastructure Library Service Value System

  • Service Value System
  • Components of SVS
  • Organizational Silos
  • IT Infrastructure Library Guiding Principles
  • Focus on Value
  • Applying the Principle – Focus on Value
  • Start Where You Are
  • Applying the Principle – Start Where You Area
  • Progress Iteratively with Feedback
  • Applying the Principle – Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Applying the Principle – Collaborate and Promote Visibility
  • Think and Work Holistically
  • Applying the Principle – Think and Work Holistically
  • Keep It Simple and Practical
  • Applying the Principle – Keep It
  • Simple and Practical

  • Optimize and Automate
  • Applying the Principle – Optimize and Automate
  • Principle Interaction

The Service Value Chain

  • The Service Value Chain
  • The Service Value Chain Overview
  • Plan Activity
  • Improve Activity
  • Engage Activity
  • Design and Transition Activity
  • Obtain or Build Activity
  • Deliver and Support Activity
  • Service Value Streams

IT Infrastructure Library Management Practices

  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management
  • Supplier Management Activities
  • Change Enablement
  • Incident Management
  • IT Asset Management
  • IT Asset Management Activities
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Configuration Management
  • Service Desk
  • Service Level Management
  • Service Request Management
  • Deployment Management

Course Plan

  • 35% Lectures & Theories
  • 40% Workshops, Assessments, Group Work & Exercises
  • 20% Role Play & Case Studies
  • 05% Videos
  • Pre-Test and Post Test
  • Test Results Sheet
  • Trainee Performance Analysis Reports

Training Methodology

  • Case Studies
  • Group Discussions
  • Group & Individual exercise
  • Intensive Workshop by using templates, Diagrams & Charts
  • Planning Activities
  • Presentations
  • Self Assessments
  • Assignments
  • Combine case studies, and analysis of real world examples
  • Action plan

Request Booking

Bookings are closed for this course.

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