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- Course Overview
- Objectives
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- 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:
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Understand the elements and operations of an IT Service Management System and its principal processes
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Acknowledge the correlation between ISO/IEC 20000 and other standards and regulatory frameworks
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Understand the approaches, methods and techniques used for the implementation and management of an ITSMS
Prerequisites
To attend this course the participant must have the knowledge about these knowledge areas:
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There are no prerequisites for attending this course other than having a good command of English language.
ITSM course outline
01:20Configuration 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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