FUNDAMENTALS OF IT SERVICE MANAGEMENT

Business Management

Introduction

ITIL is known as Information Technology Infrastructure Library. It is a set of industry leading practices for IT Service Management (ITSM) that focuses on:

  • Aligning IT services with the needs of business.
  • Ensuring IT Service Operations is restored in a timely manner.
  • Minimising the adverse impact on business operations.
  • Ensuring that agreed levels of service quality are maintained.

IT Service Management describes processes, procedures, tasks, and checklists which are not organisation-specific nor technology-specific, but can be applied by an organisation toward strategy, delivering value, and maintaining a minimum level of competency. It allows the organisation to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

This programme is aimed at enabling organisations / participants in achieving the business outcomes by implementing best practices of IT Service Management. This course is aligned with the latest version of ITIL® 4 foundation.

Objectives

The course will provide participants with the necessary skills and knowledge to define, establish, implement and govern IT Service Management processes in the organisation.

Duration

2 days | 9am – 5pm | 14 hours

Who Should Attend

This programme is well suited for:

  • IT Service Desk leads/Analyst
  • IT Operations team / Supervisors
  • Service Delivery Managers
  • IT Support Managers/ Teams
  • Business owners of IT Assets
  • Infrastructure Leads/Teams

Course Fees

Member: S$1,016.50
Non-Member: S$1,123.50

Registration Fee of S$17.12 apply.
All fees stated are inclusive of 7% GST

Award of Certificate

This is a course jointly organised by SQI International and Cognizant. Certificate of Completion will be issued to participants who have attended 80% of the course and scored above 80% in the test as part of post course evaluation.

Course Content

Total Training Hours: 14 hours
  • DAY 1: THE SERVICE VALUE SYSTEM (SVS)  0/1

    • Lecture1.1
      Describes how components and activities work together to facilitate value creation
  • KEY CONCEPTS OF SERVICE MANAGEMENT  0/0

  • FOUR DIMENSIONS OF SERVICE MANAGEMENT  0/4

    • Lecture3.1
      Organisations & People
    • Lecture3.2
      Information & Technology
    • Lecture3.3
      Partners & Suppliers
    • Lecture3.4
      Value streams & Processes
  • THE SERVICE VALUE CHAIN  0/6

    • Lecture4.1
      Plan
    • Lecture4.2
      Engage
    • Lecture4.3
      Improve
    • Lecture4.4
      Design and transition
    • Lecture4.5
      Obtain/build
    • Lecture4.6
      Deliver and support
  • ITIL GUIDING PRINCIPLES  0/7

    • Lecture5.1
      Focus on Value
    • Lecture5.2
      Start where you are
    • Lecture5.3
      Progress Iteratively
    • Lecture5.4
      Collaborate, Be Transparent
    • Lecture5.5
      Work Holistically
    • Lecture5.6
      Keep it Simple
    • Lecture5.7
      Optimise & Automate
  • Q & A  0/0

  • DAY 2: ITIL PRACTICES  0/3

    • Lecture7.1
      General Management Practices
    • Lecture7.2
      Service Management Practices
    • Lecture7.3
      Technical Management Practices
  • Q & A  0/0

Trainer

Avatar
SQI
ITSM