• Course Overview
  • Objectives
  • Prerequisites
  • Course Detail

About the course

IT Service Management is an overarching term that describes a strategic approach for designing, delivering, managing and improving the way IT and digital assets are used within an organisation to add value for their customers. The goal of every IT Service Management framework is to ensure that the right processes, people and technology are in place so that the organisation can meet its business goals.

Learn how to use the international best practice and standards to build and operate IT Unite, to deliver a seamless IT Services delivered to your organization to let them use the IT in efficient manner.

Objectives

After completing this course, the participant will be able to:

Prerequisites

To attend this course the participant must have the knowledge about these knowledge areas:

ITSM course outline

01:20

Configuration Management Processes

  • Configuration Management Overview
  • Add Servers and Devices
  • Add Business Processes
  • Add Application Solutions
  • Create Configuration Item Groups
  • Add Documents
  • Search for Items

Help Desk Tickets Processes

  • Help Desk Tickets Overview
  • Create new Ticket
  • Assign Ticket
  • Escalate Ticket
  • Search for Tickets

Incident Management Processes

  • Incident Management Overview
  • Create New Incident
  • Assign Incident
  • Escalate Incident
  • Search for Incidents

Problem Management Processes

  • Problem Management Overview
  • Create New Problem
  • Assign Problem
  • Escalate Problem
  • Search for Problems

Change Management Processes

  • Change Management Overview
  • Open Change Request
  • Change Request Approval & Validation process
  • Assign Change Request
  • Search for Changes

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