IT Service Management

Date Format Fees  
13 Oct - 16 Oct, 2020 Classroom ₦250,000 Register
27 Apr - 30 Apr, 2020 Classroom ₦250,000 Register
13 Oct - 16 Oct, 2020 Classroom ₦250,000 Register

Event Details

The Best Practices in Information Systems Audit workshop is intended to introduce participants to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the workshop will provide participants with understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

CONTENT

Service management as a practice

Specifically, candidates must be able to:

 

  • Describe the concept of best practices in the public domain
  • Describe and explain why ITIL is successful
  • Define and explain the concept of a service
  • Define and explain the concept of internal and external customers
  • Define and explain the concept of internal and external services
  • Define and explain the concept of service management
  • Define and explain the concept of IT service management
  • Define and explain the concept of stakeholders in service management
  • Define processes and functions
  • Explain the process model and the characteristics of processes

 

The ITIL service lifecycle

Specifically, candidates must be able to:

 

  • Describe the structure of the ITIL service lifecycle
  • Account for the purpose, objectives and scope of service strategy
  • Briefly explain what value service strategy provides to the business
  • Account for the purpose, objectives and scope of service design
  • Briefly explain what value service design provides to the business
  • Account for the purpose, objectives and scope of service transition
  • Briefly explain what value service transition provides to the business
  • Account for the purpose, objectives and scope of service operation
  • Briefly explain what value service operation provides to the business
  • Account for the main purpose, objectives and scope of continual service improvement
  • Briefly explain what value continual service improvement provides to the business

 

Generic concepts and definitions

 

  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue (both two-view and three-view types)
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
  • Underpinning contract
  • Service design package
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI)
  • Configuration management system
  • Definitive media library (DML)
  • Change
  • Change types (standard, emergency and normal)
  • Event
  • Alert
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround
  • Known error
  • Known error database (KEDB)
  • The role of communication in service operation
  • Release policy
  • Types of services
  • Change proposals
  • CSI register
  • Outcomes
  • Patterns of business activity
  • Customers and users
  • The Deming Cycle (plan, do, check, act)

 

Key principles and models:

Service strategy

  • Describe value creation through services

Service design

  • Understand the importance of people, processes, products and partners for service management
  • Understand the five major aspects of service design
  • Service solutions for new or changed services
  • Management information systems and tools
  • Technology architectures and management architectures
  • The processes required
  • Measurement methods and metrics

Continual service improvement

  • Explain the continual service improvement approach
  • Understand the role of measurement for continual service improvement

Processes:

Service strategy

  • State the purpose, objectives and scope for:
  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Service design

  • Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
  • Service level management
  • State the purpose, objectives and scope for:
  • Service catalogue management
  • Availability management
  • Information security management (ISM)
  • Supplier management
  • Capacity management
  • IT service continuity management
  • Design coordination

Service transition

  • Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
    • Change management
  • State the purpose, objectives and scope for:
    • Release and deployment management
    • Knowledge management
    • Service asset and configuration management
    • Transition planning and support

Service operation

  • Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
    • Incident management
    • Problem management
  • State the purpose, objectives and scope for:
    • Event management
    • Request fulfilment
    • Access management

Continual service improvement

  • State the purpose, objectives and scope for:
    • The seven-step improvement process

Functions

  • Explain the role, objectives and organizational structures for
    • The service desk function
  • State the role and objectives of:
    • The technical management functions
    • The application management function with application development
    • The IT operations management function (IT operations control and facilities management)

Roles

Account for the role and the responsibilities of the

    • Process owner
    • Process manager
    • Process practitioner
    • Service owner
  • Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.

Technology and architecture

  • Understanding how service automation assists with expediting service management processes

Competence and training

  • Competence and skills for service management
  • Competence and skills framework
  • Training

 

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

 

1ST BATCH: 27th – 30th April, 2020           

2ND BATCH: 13th – 16th October, 2020

  • Venue

    Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba Lagos.

Share this course