IT Service Management
Course Description
The ITSM Training Course provides a comprehensive understanding of IT service management principles, frameworks, and best practices. It covers key areas such as ITIL processes, service lifecycle management, service-level agreements (SLAs), configuration management, and IT asset management. Learners will gain expertise in using ITSM tools like ServiceNow, BMC Remedy, Jira Service Management, and Freshservice to streamline IT service operations and improve customer satisfaction.
Why Choose Our IT Service Management (ITSM) Training?
Comprehensive ITSM Frameworks – Covers ITIL, COBIT, ISO 20000, and ITSM best practices.
Expert-Led Training – Learn from certified ITSM & ITIL professionals.
Hands-On Learning – Work with real-world ITSM tools like ServiceNow, Jira Service Management, and BMC Remedy.
Covers End-to-End IT Service Management – Learn about incident, problem, change, and asset management.
Service Desk & Customer Support Focus – Improve helpdesk efficiency, SLA management, and user experience.
Flexible Learning Options – Choose between live instructor-led training, self-paced learning, and corporate training.
Who Should Learn IT Service Management (ITSM)?
IT Support & Helpdesk Professionals managing service requests and tickets.
IT Administrators & IT Managers overseeing IT operations.
Service Desk Analysts & Incident Managers handling IT service issues.
Network & System Administrators ensuring system uptime and availability.
IT Consultants & Business Analysts optimizing ITSM strategies for businesses.
Anyone preparing for ITIL, COBIT, or ISO 20000 certifications.
What You Will Learn in IT Service Management (ITSM) Training
Introduction to IT Service Management (ITSM)
What is ITSM & Why It’s Important?
ITSM vs ITIL – Understanding the Difference
ITSM Frameworks: ITIL, COBIT, ISO 20000, MOF
ITIL Service Lifecycle & Processes
Service Strategy, Service Design, Service Transition
Service Operation & Continuous Service Improvement (CSI)
Key ITIL Processes: Incident, Problem, Change, Release Management
IT Service Desk & Incident Management
Handling Service Requests & Incident Tickets
Using ITSM Tools (ServiceNow, Jira Service Management, BMC Remedy)
SLA Management & Escalation Procedures
Change, Problem & Release Management
Managing IT Changes & Approvals
Root Cause Analysis & Problem Resolution
Software Release & Deployment Best Practices
IT Asset & Configuration Management
Tracking IT Assets & Configuration Items (CIs)
CMDB (Configuration Management Database) Implementation
IT Cost Optimization & Resource Utilization
IT Governance, Risk & Compliance
IT Policies & Regulatory Compliance (ISO 20000, GDPR, SOC 2)
Business Continuity & Disaster Recovery Planning
Aligning IT Services with Business Goals
ITSM Tools & Automation
Using ServiceNow, BMC Remedy, Jira Service Management, and Freshservice
Automating IT Service Requests & Approvals
AI & Chatbots in IT Service Management
Course Curriculum
1.Introduction to ITSM
1.1 IT service management in the modern world
1.2 About ITIL 4
2.Key concepts of service management
2.1 Value
2.2 Value co-creation
2.3 Service providers
2.4 Service consumers
2.5 Other stakeholders
2.6 Products
2.7 Services
2.8 Configuring resources for value creation
2.9 Service offerings
2.10 Service relationship
2.11 Utility and Warranty
3.The four dimensions of service management
3.1 Organizations and people
3.2 Information and technology
3.3 Partners and suppliers
3.4 Value streams and processes
4.The ITIL service value system
4.1 Service value system overview
4.2 Opportunity, demand, and value
5.The ITIL guiding Principles
5.1 Focus on Value.
5.2Start where you are
5.3Progress iteratively with feedback Collaborate and promote visibility Think and work holistically
5.4Keep it simple and practical Optimize and automate
6.Governance
6.1 Governing bodies and governance
6.2Governance in SVS
7.Service Value Chain
7.1 Plan Improve
7.2 Engage
7.3 Design and
7.4 transition
7.5 Obtain/build
7.6 Deliver and support
8.Continual Improvement
8.1 Steps of the continual improvement model
8.2 Continual improvement and the guiding principles
9.ITIL® Management Practices
9.1 Information security management
9.2 Relationship management
9.3 Supplier management
9.4 Change control
9.5 Incident management
9.6 Problem management
9.7 IT asset management
9.8 Service configurations management
9.9 Monitoring and event management
9.10 Release management
9.11 Deploy management Service desk
9.12 Service level management
9.13 Service request management
IT Service Management Life Cycle
Phase 1: Service Strategy &
Design
Define IT service goals, align with business needs, and establish SLAs. Design service processes, risk management strategies, and resource allocation plans to ensure efficient IT service delivery.
Phase 2: Service Implementation & Operations
Deploy IT services, monitor incidents, and ensure adherence to ITIL best practices. Manage service requests, problem resolution, and continuous improvements using ITSM tools like ServiceNow or Jira.
Phase 3: Service Monitoring & Optimization
Track service performance using KPIs, conduct audits, and ensure compliance with governance policies. Optimize processes, implement automation, and drive continuous improvement for better service efficiency.