·         The ITIL view of Service Management;

·         The need to specify and align ITSM strategies with business objectives;

·         Recognition services need to be managed to a lifecycle;

·         A change in implementation approach from process-led to service lifecycle centric;

·         Recognition of the important role of service requests;

·         The introduction of new 'processes' in the form of request fulfillment, event and access management;

·         Greater emphasis on the management of a service model, service portfolios and service offerings.

By the end of the course, you will have covered the following areas:

·         The concept of Good Practice

·         The concept of Service

·         The concept of Service Management

·         Define and distinguish between Functions, Roles and Processes

·         The process model

·         Characteristics of processes

IT Managers or Practitioners involved in the strategy, design, implementation and ongoing delivery of business-used IT services.  Individuals requiring an insight into Service Management best practice.

Course Focus 

·         Service Management as a practice

·         The concept of good practice

·         The concept of a service & Service Management 

·         Define processes, roles and functions

The Service Lifecycle 

·         Understand the Service Lifecycle and its key concepts

·         Understand the business value of the phases.

Key concepts and definitions 

·         Understanding the key terminology, the key concepts of Service Management, key principles and models.

Service Strategy

·         What is Service Strategy?

·         Understand the goals & objectives of Service Strategy 

·         Understand the 4 main activities of Service Strategy

·         Basic overview of value creation through services

·         Overview 3 Service Strategy processes.

Service Design 

·         Importance of people, processes, products & partners 

·         Understand the five major aspects of Service Design

·         Understand the different sourcing approaches

·         Overview of the 7 Service Design processes.

Service Transition 

·         Explain the Service V model

·         Overview of Service Transition processes.

Service Operation

·         IT Service versus technology components

·         Quality of Service versus cost of service

·         Reactive versus proactive

·         Overview of the Service Transition processes

·         Objectives of Continual Service Improvement

·         The 7 step improvement process.

Functions 

·         The Service Desk; Technical Management

·         Application Mgmt; IT Operations Mgmt.

Roles 

·         Process owner; Service Owner; RACI model in determining organizational structure.

Technology and Architecture 

·         Requirements for an integrated set of Service Management technology 

·         How Service automation assists with integrated processes.

A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session