Information Technology Service Management (ITSM) Training Course

Information Technology Service Management (ITSM) Training Package Includes

PRESENTER - Robert Brents Mr. Brents is an extremely accomplished individual being a successful consultant, speaker, and trainer. He is also the author of "Shoot the Project Manager" and the forth coming "Frank Sinatra Didn't Move Pianos". Having created both rapid skills transfer for more effective instructor lead training and the 80/20 performance system that helps companies identify vital skills that produce outrageous success have made him a valuable asset to many companies. He is a member of the National Speakers Association and the American Society for Training and Development. Mr. Brents has nearly 3 decades of experience of developing and delivering programs for businesses, educational facilities, and associations in the US, Canada, and Europe. All of his training is rooted in product experience including work as an IT Manager. Some notable project he has worked on include business process automation reengineering, online transaction process automation, a financial internet for a major university, and a business to business portal for a cellular phone company. In additional to these projects he has worked with companies such as AOL, Bank of America, and Meryl Lynch.

List of Course Features

Information Technology Service Management (ITSM) Course Contents
 

ITIL and ITSM

What Is ITIL?
ITIL and QOS
Who's Using ITIL?
Benefits of Using ITIL
Benefits to the Customer and User
Benefits of ITIL to IT
Implementation Problems
7 Disciplines of ITIL
ITIL & ITSM Overview
Security Management
ICT Infrastructure Management
Application Management
Planning to Implement Srvc Management
The Business Perspective
Chapter 1 Review

Service Level Management

Introduction
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Practices
Management Oversight
Benefits
Potential Consequences
Chapter 2 Review

Capacity Management

Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Practices
Management Oversight
Benefits
Potential Consequences
Chapter 3 Review

Availability Management

Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 4 Review

IT Service Continuity Management

Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 5 Review

Financial Management for IT Services

Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 6 Review

Incident Management

Service Requests Scope
Service Request vs. RFC
Goals
Roles & Responsibilities
Incident Management Process Summary
Action Steps
Interface with Other ITSM Processes
Management Oversight
Benefits
Potential Consequences
Chapter 7 Review

Problem Management

Relationship with Incident Management
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 8 Review

Configuration Management

Key Concepts
Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 9 Review

Change Management

Goals
Roles & Responsibilities
Procedures
Action Steps
Interface with Other ITSM Disciplines
Management Oversight
Benefits
Potential Consequences
Chapter 10 Review

Release Management

Key Terms
Goals
Procedures
Action Steps
Interface with Other ITSM Disciplines
Benefits
Potential Consequences
Chapter 11 Review

The Service Desk

Overview
Goals
Implementing SD Infrastructure
Key Considerations
Selecting Service Desk Structure
Local Service Desk
Central Service Desk
Virtual Service Desk
Considerations
Incident Classification
Incident Completion
Technologies - Computerized Benefits
Technologies - Customer Interaction
Use of Internet Technology
Responsibilities, Functions and Staffing
Staffing Skill Set
Service Desk Set Up
Service Desk Procedures
Incident Reporting and Review
Key Success Factors
Quick Wins Examples
Potential Problems
Chapter 12 Review

Course Closure

Course Closure