COURSE DESCRIPTION:The IT Service Management Foundation certificate
describes the key information and concepts for IT Service Management
based on ISO/IEC 20000 as well as its relationships with other areas
of information Management. This Course builds the fundamental skills
and knowledge enabling one to participate in organizational teams
working within Service Management. Emphasis is on the service
Management system (SMS) and service Management Processes, specifically
the core concepts and basic terminology of IT service Management based
on ISO/IEC 20000:2011.
COURSE TOPICS:
● Introduction
● Core Concepts to IT Service Management
● Process Model
● Process Roles
● Service (Management System)
● Core Concepts of Quality Frameworks
● PDCA
● ITIL, COBIT, Six Sigma, CMMI, ISO 9001, ISO/IEC 27001
● ISO/IEC 20000-1:2011
● Certification
● Compliance
● Interested Parties
● Service Management System
● Governance
● Documentation
● Audits
● Maintain and Improve
● Design & Transition and Service Delivery
● Design and Transition of New or Changed Services
● Service Level Management
● Capacity Management
● Information Security Management
● Relationship Processes
● Business Relationship Management
● Supplier Management
● Supply Chain Relationships
● Resolution Processes
● Incident and Service Request Management
● Problem Management
● Control Processes
● Configuration Management
● Change Management
● Release & Deployment Management
● Summary
LEARNING GOALS:
● Core concepts to IT Service Management
● Core concepts surrounding quality frameworks
● Management system for service Management
● Core concepts of the Service Management System
● Core concepts for service design and transition
● Service delivery Processes
● Relationship Processes
● Resolution Processes and their relationships
● Control Processes and their relationships
COURSE AGENDA
DAY 1
● Introduction
● Core Concepts to IT Service Management
● Core Concepts of Quality Frameworks
● ISO/IEC 20000-1:2011
● Service Management System
DAY 2
● Design & Transition and Service Delivery
● Relationship Processes
● Resolution Processes
● Control Processes
● Summary
WHO CAN ATTEND?
ITSM Foundation is intended for everyone playing a role or having an
interest in IT service Management. Specific roles could include:
managers, business and supervisory staff, team leaders, service
designers, IT architects and/or planners, IT consultants, IT audit
managers / auditors, IT security managers / officers, project/program
managers, suppliers, Lead suppliers and sub-contracted suppliers,
service provider customers
culture
sports
397
Views
03/10/2020 Last update