Service Management Overview

IT Service Management is focused on helping IT Departments to identify and deliver services that generate valuable outcomes for their customers. Whilst the primary Service Management framework is ITIL, ITIL is not the only game in town.

Remarkably few IT Departments have even defined their services, let alone developed either a Service Catalogue or Service Level Agreements and are therefore still focused on the management of technology. Nonetheless they claim to have adopted ITIL!

This course provides insight into the world of IT Service Management as promoted by ITIL, COBIT, DevOps, Agile, Lean, ISO9000 and other frameworks.

It also introduces the concept of Enterprise Service Management in terms of the applicability of IT Service Management to other shared service environments such as HR, Finance, Estates and Facilities, etc.

Certificate of completion

Digital certificate - Included

The primary objective of an IT Department or Service Provider is to understand and optimise the value that it provides to its stakeholders. This value is comprised of the outcomes received by the stakeholders and can be anything from receiving a laptop to transferring funds to a supplier or on-boarding a member of staff.

Too often we discover organisations claiming to have adopted or implemented ITIL Service Management when in practice, they've simply acquired an ITIL-based toolset or put a few members of staff on an ITIL Foundation course.

This half-day course provides deep insight into the concept of IT Service Management as described by ITIL and other frameworks.

Areas in scope include:
- the concept of a service
- the concept of service management
- the concept of service management processes
- the roles of the service owner and service manager
- the roles of the process owner and process manager
- service management frameworks such as COBIT, ITIL, ISO/IEC20000 and ISO/IEC9000,
- the structure and value of a service catalogue
- the structure and value of service level agreements
- the importance of stakeholder reports and feedback
- the importance of measurement
- how to identify outcome-based measures
- how to measure the performance of Service Management processes
- the principle of continual service improvement
- the application of IT Service Management to Enterprise Service Management

Some of these aspects were covered by previous versions of the ITIL Foundation course, but since ITIL has moved to ITIL 4, many of these valuable service management concepts core to the framework have been lost from the ITIL Foundation course.

This course is not a technical course and contains no jargon, just useful and sensible information about the principles of IT and Enterprise Service Management.

The course has been built and structured by John Sansbury, one of the most experienced subject matter experts who has worked in the field for nearly 50 years, trained more people in Service Management than anyone else in the world and authored three books for the British Computer Society.

This course is ideal for:

- Managers wishing to gain an insight into Service Management principles as a precursor to adopting service management frameworks such as ITIL or COBIT

- Individuals looking to move into the IT world and wishing to understand the basic concepts of Service Management. This would be ideal preparation for an interview for a Service Desk Analyst role for instance

- People looking to take the ITIL or COBIT Foundation course and in particular, the Infrassistance One-Day ITIL Foundation course and exam

- Managers of other shared-service teams such as Estates and Facilities, HR, Learning and Development, Finance, etc. who recognise that the principles of IT Service Management are equally applicable in the Enterprise (the basis of Enterprise Service Management)

- Contractors and consultants looking for insights into IT Service Management

- Project Managers looking to gain insight into Service Management

None

Ideal preparation for a first IT role such as Service Desk Analyst

Useful for Project Managers looking to move into Service Management

Junior or Middle IT Managers looking to gain promotion