ITSM

ITSM Course :

Online Self Learning

30 Days Access Duration

Online Self Learning

180 Days Access Duration

ITSM certification:

The ITSM certification training focuses on the management of the IT services like planning, delivery and support to improve customer service. The certification demonstrates the professional’s ability to align business strategy to information technology.

Our ITSM certification training includes both online and classroom training that allows candidates to prepare for exam in the comfort of their own place and/or in a Classroom learning environment.

Key Features :

5 PDUs offered
2 ITSM Simulation Exams
Course Completion Certificate

9.5 Hrs of High Quality e-Learning content
More than 200 topics covered
Downloadable E-book Included
ITSM Exam Fee Included

Course Structure :

IT Service Management : ITSM

1.1 Intoduction Slide
1.2 Welcome and Administration
1.3 Structure of the Training
1.4 Structure of the Training(Contd.)
1.5 ISO IEC20000 Qualification Program
1.6 ITSM Examination Format
1.7 Course Material Goal
1.8 Core Concepts of IT Service Management
1.9 What Quality is and Why It is Important
1.10 Quality Policy
1.11 Relationship Between IT Services and Quality
1.12 Principles of Quality Management
1.13 Quality Management System
1.14 Objective of a Quality Management System
1.15 Steps to Establish a Quality Management System
1.16 Service
1.17 Factors Required to Provide an IT Service
1.18 Process
1.19 Benefits of a Process based Approach
1.20 Characteristics of a Process
1.21 Service Management
1.22 Benefits of IT Service Management
1.23 Risks of IT Service Management
1.24 Role of Tools Used Within IT Service Management
1.25 The Applications of the PDCA Cycle
1.26 Core Concepts of Quality Frameworks
1.27 ISO IEC20000 1 2011
1.28 ISO IEC20000 Parts
1.29 ISO IEC20000 Parts
1.30 PDCA Methodology
1.31 ITSM20 Program Principles
1.32 Who Uses ISO IEC20000
1.33 ISO IEC20000 The SMS
1.34 Purpose and Benefits of ISO IEC20000
1.35 Benefits of ISO IEC20000
1.36 Related Standards Overview
1.37 ISO9000
1.38 ISO IEC27000
1.39 Six Sigma
1.40 IT Infrastructure Library(ITIL)
1.41 ITIL Version2
1.42 ITIL 2011
1.43 Mapping ISO20000Standard to the Service Lifecycle
1.44 Mapping Deming Cycle to the Service Lifecycle
1.45 What is(not) ITIL
1.46 Process Document Contents
1.47 Microsoft Operations Framework(MOF)
1.48 MOF4. Framework
1.49 Capability Maturity Model Integration(CMMI)
1.50 CMM CMMI Maturity Levels
1.51 Capability Assessments
1.52 Types of Capability Assessments
1.53 ISO IEC15504
1.54 COBIT
1.55 COBIT Framework
1.56 Company Specific Standards
1.57 Complementary Frameworks Technologies
1.58 ITIL 2011
1.59 ITIL and ISO IEC20000
1.60 COBIT5
1.61 Six Sigma
1.62 ISO9001 Quality Management Systems
1.63 ISO IEC27001
1.64 ISO IEC38500
1.65 ISO IEC38500 2
1.66 New Technologies
1.67 How it All Fits
1.68 Introduction to Management Systems
1.69 Management System
1.70 Roles and Responsibilities of Management
1.71 Roles and Responsibilities of Management(Contd.)
1.72 Objective of a Service Management System(SMS)
1.73 General Management Responsibilities
1.74 General Governance Principles
1.75 Importance of Documentation and Basic Requirements for Documentation
1.76 Documentation Best Practices
1.77 Requirements for Resource Management
1.78 The SMS
1.79 Core Concepts of the Service Management System(SMS)
1.80 Objective of Planning and Improving Service Management
1.81 Objective of Planning and Improving Service Management
1.82 Continual Improvement Methodology for Service Management Processes
1.83 PDCA in Service Management
1.84 Plan Service Management
1.85 Planning for Service Management
1.86 Service Management Plan
1.87 Service Management Plan(Contd.)
1.88 Service Management Plan
1.89 Service Management Plan
1.90 Key Principles of Producing and Implementing a Service Management Plan
1.91 Implementing Service Management
1.92 Requirements for Monitoring Measuring Reviewing and Improving the Processes
1.93 Achievement of Objectives
1.94 Comparison Characteristics of Assessments and Audits
1.95 Comparison Characteristics of Assessments and Audits
1.96 Audit Program
1.97 Management Review
1.98 Continual Improvement
1.99 Policy
1.100 Management of Improvement
1.101 Activities to be Carried Out
1.102 Activities to be Carried Out(Contd.)
1.103 Service Design and Transition
1.104 Management Requirements for NewChanged Services
1.105 Management Requirements for NewChanged Services(Contd.)
1.106 Management Requirements for NewChanged Services(Contd.)
1.107 Requirements for Planning NewChanged Services
1.108 Requirements for Designing NewChanged Services
1.109 Requirements for Designing NewChanged Services(Contd.)
1.110 Requirements for Transitioning NewChanged Services
1.111 Service Delivery Processes and Their Relationships
1.112 Service Level Management Purpose Objectives Scope
1.113 Service Level Management Process Activities
1.114 Service Level Management Terminology
1.115 Service Level Management Key Terms Illustrated
1.116 Service Level Management Designing SLA Structures
1.117 Service Level Management SLA Content
1.118 Service Level Management Service Review
1.119 Service Level Management Service Improvement Program(SIP)
1.120 Service Level Management Interfaces to SLM
1.121 Service Level Management Best Practices
1.122 Service Reporting
1.123 Minimum Requirements
1.124 Service Reporting Interfaces
1.125 IT Service Continuity Management Purpose Objectives Scope
1.126 IT Service Continuity Management Key Terms Explained
1.127 IT Service Continuity Management Key Terms Explained(Contd.)
1.128 IT Service Continuity Management Lifecycle Activities
1.129 Service Continuity Management Interfaces
1.130 Service Continuity Management Best Practices
1.131 Availability Management Process Purpose Objectives Scope
1.132 Availability Management Key Terms Explained
1.133 Availability Management Key Terms Explained(Contd.)
1.134 Availability Management Interfaces
1.135 Availability Management Best Practices
1.136 Budgeting and Accounting for Services Purpose
1.137 Budgeting and Accounting for Services Objectives
1.138 Budgeting and Accounting for Services Scope
1.139 Budgeting and Accounting for Services Activities
1.140 Budgeting and Accounting for Services Benefits
1.141 Budgeting and Accounting Interfaces
1.142 Budgeting and Accounting for Services Best Practices
1.143 Capacity Management Purpose Objectives Scope
1.144 Capacity Management A Balancing Act
1.145 Capacity Management Process Activities
1.146 Capacity Management Sub Processes
1.147 Capacity Management Capacity Plan
1.148 Capacity Management Interfaces
1.149 Capacity Management Best Practices
1.150 Information Security Management Purpose Objectives Scope
1.151 Information Security Management Key Terminology
1.152 Information Security Management Security Framework
1.153 Information Security Management Security Policy
1.154 Information Security Mgmt Information Security Management System(ISMS)
1.155 Information Security Management Interfaces
1.156 Information Security Management Best Practices
1.157 Relationship Processes and Their Relationships
1.158 Relationship Process Relationship
1.159 Business Relationship Management Purpose
1.160 Business Relationship Management Objectives
1.161 Business Relationship Management Scope
1.162 Business Relationship Activities
1.163 Business Relationship Mgmt Role Business Relationship Manager
1.164 Business Relationship Management Interfaces
1.165 Supplier Management Purpose Objectives Scope
1.166 Supplier Management Supplier and Contract Database
1.167 Supplier Management Relationship with Service Level Management
1.168 Supplier Management Supplier Categorization
1.169 Supplier Management Supplier Categorization(Contd.)
1.170 Supplier Management Role
1.171 Supplier Management Interfaces
1.172 Supply Chain Relationships
1.173 Resolution Processes and Their Relationships
1.174 Incident Management
1.175 Incident Management Purpose Objectives
1.176 Incident Management Scope and Value to Business
1.177 Incident Management Basic Concepts
1.178 Incident Management Process Flow Activities
1.179 Incident Management Process Interfaces
1.180 Incident Management Best Practices
1.181 Request Fulfillment Process Purpose Objectives
1.182 Request Fulfillment Process Scope Basic Concepts
1.183 Request Fulfillment Interfaces
1.184 Problem Management Purpose Objectives
1.185 Problem Management Scope and Value to Business
1.186 Problem Management Basic Concepts
1.187 Problem Management Process Flow Reactive Problem Management
1.188 Problem Management Process Flow Interfaces with Other Processes
1.189 Problem Management Best Practices
1.190 Control Processes and Their Relationships
1.191 Change Management Purpose Objectives
1.192 Change Management Scope
1.193 Change Management Change Types
1.194 Change Management Remediation Planning
1.195 Change Management Concepts
1.196 Change Management Change Proposals
1.197 Change Management Change Flow
1.198 Change Management Roles in Change Management
1.199 Change Management Change Advisory Board(CAB)
1.200 Change Management 7 R of Change Management
1.201 Change Management Change Metrics
1.202 Change Management Key Challenges
1.203 Change Management Interfaces
1.204 Purpose Objectives and Scope
1.205 Service Asset and Configuration Management Basic Concepts
1.206 Basic Concepts(Contd.)
1.207 Basic Concepts(Contd.)
1.208 Basic Concepts(Contd.)
1.209 Basic Concepts CMDB and DML
1.210 Service Asset and Configuration Management Basic Concepts Logical Model
1.211 Basic Concepts Relationship Between CMDB CMS and SKMS
1.212 SACM Relationship
1.213 Configuration Management Best Practices and Practical Application
1.214 Release and Deployment Management Purpose Objectives
1.215 Release and Deployment Management Purpose Objectives(contd)
1.216 Release and Deployment Management Scope
1.217 Release and Deployment Management Basic Concepts Release Policy
1.218 Release and Deployment Management Release Unit and Release Package
1.219 Release and Deployment Management Release Types
1.220 Release and Deployment Approaches
1.221 Four phases of Release and Deployment Mgmt
1.222 Release and Deployment Management Relationship
1.223 Release and Deployment Management Best Practices
1.224 Cntrol Process Relationships
1.225 Role of process new service Deployment
1.226 Case Study
1.227 Introduction
1.228 Introduction
1.229 Introduction
1.230 Exercise
1.231 Exercise
1.232 Exercis
1.233 Exercise
1.234 IT Service Management
1.235 IT Service Management
1.236 Some Constraints
1.237 Some Constraints
1.238 Exercise
1.239 ITSM Sample Exam
1.240 Quiz
1.241 Thank You

Learning Objectives :

After completing this course, you will be able to:

Describe business relationship management
Discuss supplier management and their relationship with other processes
Explain resolution processes such as Incident & service request management
Define control processes

Target Audience :

The target group of the ITSM Certificate includes, but is not restricted to:

IT Service operational staff
Supervisors
Managers
Senior consultants and
Auditors

ITSM

ITSM Course :

Online Self Learning

30 Days Access Duration

Online Self Learning

180 Days Access Duration

ITSM certification:

Key Features :

5 PDUs offered

2 ITSM Simulation Exams

Course Completion Certificate

9.5 Hrs of High Quality e-Learning content

More than 200 topics covered

Downloadable E-book Included

ITSM Exam Fee Included

Course Structure :

Learning Objectives :

Target Audience :

Exam Format :

FAQs :

Course Duration

30 Days

9.5 Hrs of High Quality e-Learning content

2 ITSM Sample Test Papers

5 PDUs offered

30 Access Days

Course Duration

180 Days

9.5 Hrs of High Quality e-Learning content

2 ITSM Sample Test Papers

5 PDUs offered

180 Access Days

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