Best Practices in IT Service Management

Course Description: 

The growing realization that IT management cannot be purchased out-of-the-box has led to increasing interest in IT operational processes. Various standards, such as the IT Infrastructure Library (ITIL) and the Controls Objective for Information and Related Technology (COBIT) standard, are used extensively in Europe and have gained wide acceptance as comprehensive methodologies for improving the effectiveness
of IT Service Management (ITSM). Implementation of a robust IT management infrastructure is as much an exercise in organizational change as it is a technology implementation. Operational capability is therefore acquired in an evolutionary manner, over time, through the application of a continuous improvement methodology that addresses the combination of people, process, and tools components. We define operational capability as: “The combination of people, process, and tools that provides an organization with the ability to deliver IT services to an agreed upon service level in a predictable fashion with acceptable risk and cost.”

The scope of this course is to present the IT management framework by covering all three aspects of it (People, Process and Tools). This course will study IT service management from an integrated and holistic viewpoint, providing the participants with a usable map of this complex field.

The main objective of the course is to share practical knowledge. In order to achieve this, we will need to establish strong interactive sessions by bringing into the class real examples and field experiences.

Learning Outcomes: 

Upon successful completion of this course, the student will:

  • be able to define the IT Service Management FrameWork
  • see the world of IT operations with a Service Oriented approach
  • have a clear understanding of the common language of IT Service Management
  • get familiar with the IT operational processes and the various standards
  • have an overview of the basic features of tools commonly used in ITSM
  • be familiar with the human oriented areas that need to be considered
  • have increased understanding of Service Level Management life-cycle
  • have a clear picture of Service Relationship Management (roles & responsibilities)
  • will have basic knowledge and skills to recognize the contributions of IT service management to business-driven decision making
Assessment: 

The course grade will be based on a number of different evaluation elements.

  • Individual class participation 20%
  • Minute Papers 20%
  • Role play team negotiations 20%
  • Final Exam 40%

For more information please check the syllabus.

Prerequisites: 

None.

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