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Technical, Mechanical, & Engineering

IT Service Management

DESCRIPTION

This course aims at raising individual’s understanding of, and competence in IT Service Management as described in the best practice or best framework such as in ITIL.

This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

The purpose of this IT Service Management to help the delegates to define Service and to comprehend and explain the

concept of Service Management as a practice, and moreover is to certify that the candidate has gained knowledge of the ITSM terminology, structure and basic concepts and has comprehended the core principles of ITSM practices as referenced in the ITIL.

OBJECTIVES

1. Upon the completion of the course, the delegates should be able to:
2. Describe the concept of Good PRACTICE
3. Define and explain the concept of a SERVICE
4. Define and explain the concept of SERVICE MANAGEMENT
5. Define and distinguish between FUNCTIONS, ROLES and PROCESSES
6. Explain the PROCESS model
7. List the characteristics of PROCESSES (Measurable, Specific results, CUSTOMERS, and Responds
8. to a      specific event) and specifically able to:
   • Briefly explain the Service Lifecycle
   • Describe the structure, scope, components and  interfaces of the ITIL Library
   • Account for the main goals and objectives of  Service Strategy
   • Account for the main goals and objectives of  Service Design
   • Briefly explain what value Service Design  provides to the business
   • Account for the main goals and objectives of  Service Transition
   • Briefly explain what value Service Transition  provides to the business
   • Account for the main goals and objectives of   Service Operations
   • Briefly explain what value Service Operation provides to the business
   • Account for the main goals and objectives of   Continual Service Improvement
   • Briefly explain what value Continual Service  Improvement provides to the business

TARGET AUDIENCE

• Managers  involved and related in the IT operations.
• IT staff  and executives involved in risk management and business process improvement.
• Information  technology professionals involved in projects that are concerned, in part, with the automation of business processes.
• IT  Managers and Practitioners involved in the strategy, design, and  implementation and ongoing delivery of business-used IT services and who  require an insight into Service Management best practice.
• Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.

TRAINING METHOD

Presentation, Discussion, Case Study, Evaluation

FACILITIES

Training Kit, Handout, Certificate, Lunch, 2 X Coffee Break, Souvenir, Pick Up Participants (Yogyakarta)

TRAINING FEE for IT Service Management

Rp6.500.000,- /peserta /Non Residential

Minimal 3 peserta

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