Information Technology Service Management Course

 
Information technology has experienced tremendous growth in both the technology itself and the demand from customers. This rocketing demand has meant that the management and deployment of technology has been a challenging affair. Any particular site can have a wide variety of technology deployed and offer a unique set of challenges.

Information Technology Infrastructure Library

ITIL is a set of processes we use to define our service as an organization. It is the overall structure of our service.

“ITIL is the name of the world’s most widely recognized framework for ITSM. ITIL is a registered trademark of AXELOS, which owns a range of best practice solutions and their corresponding publications and exams. ITIL has been adopted by many organizations, and there are millions of certified ITIL practitioners worldwide.”

ITIL Processes are;
Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement

Service Level Agreements

The service offerings we provide need to have clearly defined parameters. We have a clear definition of the service. A service should have a scope, which puts the service offering into Stakeholders are identified with clearly defined responsibilities.

12 Modules Total

Service Management

  • The marketplace
  • defining packages and agreement levels lvl 1
  • understanding infrastructure
  • understanding software and processes
  • maintenance and monitoring
  • defining packages and agreement levels, lvl 2
  • defining packages and agreement levels, lvl 3
  • Service review and improvement

Change Management

  • defining packages and agreement levels
  • understanding software and processes
  • maintenance and monitoring
  • Adapting to new technology

96 hours onsite, including 24 hours in group training and discussion. Cost is $1,600 per person. Minimum 4 persons and a maximum 10 persons. Travel costs may apply.