Introduction to IT Service Management provides a comprehensive overview of the essential principles and practices that govern IT service delivery. Participants will engage in project-based learning, focusing on real-world scenarios that enhance their understanding of service management frameworks, processes, and tools. This course is structured to equip learners with the skills necessary to improve service quality and operational efficiency within their organizations.
The curriculum emphasizes practical application, allowing participants to collaborate on projects that simulate actual IT service management challenges. By the end of the course, attendees will have the opportunity to publish their findings and solutions in Cademix Magazine, showcasing their expertise to a broader audience. This interactive approach not only fosters teamwork but also encourages innovative thinking in addressing service management issues.
Overview of IT Service Management (ITSM) concepts
Key ITSM frameworks: ITIL, COBIT, and ISO/IEC 20000
Service lifecycle stages: Design, Transition, Operation, and Continual Improvement
Incident management and problem management processes
Change management: processes and best practices
Service level management and performance metrics
Configuration management and asset management fundamentals
Tools and technologies supporting ITSM
Communication strategies for effective service delivery
Final project: Develop a comprehensive IT service management plan for a fictional organization