Course overview
To develop competencies in IT service management with a focus on aligning IT service provision with the needs of the business, drawing on best practice guidelines from the Information Technology Infrastructure Library® (ITIL®) framework.
Course learning outcomes
- Define and describe key concepts relevant to the practice of service management and the ITIL service lifecycle.
- Analyse the opposing forces within service management and recommend how to balance these forces by drawing on key principles and models of service management.
- Outline the steps in the various service management processes and define how the processes relate to each other within the context of the service management lifecycle.
- Develop service operation processes including event management, incident management, request fulfilment, problem management and access management that adhere to key service operation principles and demonstrate value to the business.
- Design service operation activities to continuously monitor, report, control and improve the level of service delivered with consideration of underlying technologies and the interaction of processes from the various service lifecycle stages.