Course Description :

The IT Service Management Foundation certificate describes the key information and concepts for IT Service Management based on ISO/IEC 20000 as well as its relationships with other areas of information Management. This Course builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management. Emphasis is on the service Management system (SMS) and service Management Processes, specifically the core concepts and basic terminology of IT service Management based on ISO/IEC 20000:2011.

Course Outline :

Introduction

Core Concepts to IT Service Management

Process Model

Process Roles

Service (Management System)

Core Concepts of Quality Frameworks

PDCA

ITIL, COBIT, Six Sigma, CMMI, ISO 9001, ISO/IEC 27001

ISO/IEC 20000-1:2011

Certification

Compliance

Interested Parties

Service Management System

Governance

Documentation

Audits

Maintain and Improve

Design & Transition and Service Delivery

Design and Transition of New or Changed Services

Service Level Management

Capacity Management

Information Security Management

Relationship Processes

Business Relationship Management

Supplier Management

Supply Chain Relationships

Resolution Processes

Incident and Service Request Management

Problem Management

Control Processes

Configuration Management

Change Management

Release & Deployment Management

Summary

Target Audience :

ITSM Foundation is intended for everyone playing a role or having an interest in IT service Management. Specific roles could include: managers, business and supervisory staff, team leaders, service designers, IT architects and/or planners, IT consultants, IT audit managers / auditors, IT security managers / officers, project/program managers, suppliers, Lead suppliers and sub-contracted suppliers, service provider customers

Learning Objectives :

Core concepts to IT Service Management

Core concepts surrounding quality frameworks

Management system for service Management

Core concepts of the Service Management System

Core concepts for service design and transition

Service delivery Processes

Relationship Processes

Resolution Processes and their relationships

Control Processes and their relationships

Course Agenda :

Day 1

Introduction

Core Concepts to IT Service Management

Core Concepts of Quality Frameworks

ISO/IEC 20000-1:2011

Service Management System

Day 2

Design & Transition and Service Delivery

Relationship Processes

Resolution Processes

Control Processes

Note: “Mangates Tech Solutions Pvt Ltd affiliate is working in conjunction with the Accredited Training Organisation ITpreneurs Nederland B.V”