Overview of Service Management
- Service Management Life cycle
- Principles of IT Service Management
- Defining Service
- Benefits of Service Management in organisation
- Define Process and its characteristics
- RACI Model
- Types of service providers
- Contracts and suppliers
Overview of Service Management Lifecycle
- Service Lifecycle
- Elements of Service Lifecycle
- Link between different Service Lifecycle stages
- Relation between Governance and ITSM
Overview of Service Strategy
- Define Service Strategy
- Service Strategy Process
- Type of Services involved in the organisation
Overview of Service Strategy Concepts
- Service Utility and Warranty
- Service assets
- Value creation
- Factors influencing customer perception of value
- Service Packages
- Uses and Structure and of Business case
Overview of Service Strategy Process
- Define Process
- Demand Management
- Service Demand
- PBA and UP
- Service Portfolio components
- Service Portfolio Management
- Financial Management
- Managing business relations
Overview of Service Design
- Define Service Design
- Roles in Service Design
- Key concepts and terminologies
- Service Design process
- Service Catalogue Management
- Service Level Management
- Capacity Management
Overview of Service Transition
- Define Service Transition
- Configuration item
- Configuration Management System
Overview of Service Transition Process
- Overview and objective
- Transition, Planning and Support
- Change Management and Change Model
Overview of Service Operations
- Overview
- Events
- Alerts and Incidents
- Service Operation Processes
- Event Management
- Event Management Process
- Event Logging and Filtering
- Manage Exceptional Events
- Incident Management
- Process Interfaces
- Problem Management
- Key concepts
- Adopt and Adapt
- Costs and risks involved
- Guiding Principles
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Collaborate
- Keep it simple
Overview of Service Management Approach
- Define Vision
- Current situation of organisation and objective
- Results or outcomes
- Maintaining good work
Overview of Change Management in Organisation
- Define Change Management
- Resistance sources
- People transition
- Management of stakeholders
- Management of sponsors
- Managing resistance
- Reinforcement
Overview of Metrics and Measurements
- CSFs and KPIs
- Metric Cascades and hierarchies
- Categories of Metric
Overview of Communication
- Introduction to communication
- Nature and scope of good communication
- Good communication and its benefits
- Principles of communication
- Types of communication