Course details

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.

Lesson 1: Introduction

  • Introduction/Housekeeping
  • The concept of Service Management as a practice
  • Service, its value proposition and composition
  • Functions and processes across the lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Operational Support and Analysis supports the Service Lifecycle

Lesson 2: Event Management

  • Purpose, goal and objectives
  • Scope
  • The Value to business and the Service Lifecycle
  • Policies, principles and basic concepts
  • Triggers, inputs and outputs and process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks
  • How to design for Event Management

Lesson 3: Service Desk

  • The Service Desk role & objectives
  • Service Desk organizational structures
  • Service Desk staffing options
  • Service Desk metrics that can be used to measure its effectiveness and efficiency
  • Issues and safeguards to consider when outsourcing the Service Desk

Lesson 4: Incident Management

  • Purpose, goal, objectives & Scope
  • Value to business and to the Service
  • Policies, principles and all basic concepts
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • The challenges, Critical Success Factors and risks

Lesson 5: Problem Management

  • Purpose, goal and objectives
  • Scope
  • Value to business and Service Lifecycle
  • Understanding of the policies, principles and the problem model concept
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 6: Request Fulfillment

  • Purpose, goal and objectives
  • Scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and the request model concept
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 7: Access Management

  • Purpose, goal and objectives
  • Scope
  • Value to business and Service Lifecycle
  • Policies, principles and basic concepts
  • Process activities, methods and techniques and how they relate with the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 8: Functions

  • Service Desk Roles, Objectives and Activities
  • Technical Management Roles, Objectives and Activities
  • IT Operations Management Roles, Objectives and Activities
  • Application Management Roles, Objectives and Activities

Lesson 9: Technology and Implementation Considerations

  • Generic requirements for technology to support process capability
  • Evaluation criteria for technology and tools for process implementation
  • Project, risk and staffing practices for process implementation
  • Challenges, Critical Success Factors and risks
  • How to plan and implement Service Management Technologies

Lesson 10: Exam Preparation

  • Sample Exams
  • Feedback
  • Recap

Prerequisites

ITIL® Foundation

Learning Objectives At the end of this course, you will learn:

  • The concept of Service Management as a practice
  • The role of processes in the Lifecycle
  • The purpose, goal and objectives of the Event Management Process
  • The Service Desk Role and concepts
  • The purpose, goal and objectives of the Incident Management Process
  • The purpose, goal and objectives of the Problem Management Process
  • The purpose, goal and objectives of the Request Fulfillment Process
  • The purpose, goal and objectives of the Access Management Process
  • How to plan and implement Service Management Technologies
Updated on 08 November, 2015

About New Horizons Singapore

Whether the training is for one individual or several hundred employees in multiple locations across the globe, New Horizons has a training program to fit any company or any individual need. We deliver a full range of technical, application and business skills training solutions. Our training ranges from basic application and desktop productivity tools (i.e., Project, Excel, PowerPoint) to complex and integrated business systems (i.e., information security, ITIL, Microsoft, Cisco and Novell). New Horizons offers classroom, mentored and distance learning options for virtually every desktop application used in the world of business

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