Business is becoming more dependent on IT than ever before. The pressure to deliver quality services at reduced costs is unrelenting. Many enterprises have embraced at least some of the changes needed to enable the IT organisation to focus on consistent delivery or quality service. If you need (more) guidance on how to manage your support infrastructure, or how to (re)focus your IT support staff to be more business-aware and customer-focused, then this is the course for you!
The course is designed to give you a solid foundation and introduction to the critical areas of IT service management. It is an ideal way to master IT service management, its concepts, processes, and the working practices it encompasses.
LESSON I Introduction to IT Service Management
The introductory lesson explains the basics of IT service management. It defines what is understood by IT service management, what it means to choose an IT service management perspective, and which management issues play a significant role from the point of view of IT service management.
LESSON II Frameworks for IT Processes
In the second lesson, two IT process frameworks will be explained, including the way in which they can be implemented to improve your processes.
LESSON III IT Strategy
IT strategy is a direct result of business strategy. As such, this lesson is concerned with the alignment between business and IT, and how to ensure that business requirements are succesfully translated into IT requirements. Finally, the impact of these requirements on IT processes and IT service management is discussed.
LESSON IV IT Organisation
This lesson will provide you with a better understanding of the issues governing the effective organisation of the IT function within a business organisation. The course material focuses on the various organisational elements (structure, culture, and human resources) and on the way in which these can be designed and managed in order to achieve the objectives of the IT organisation.
LESSON V Information Security and Risk Management
The lesson on information security and risk management describes the role of information risk management as part of the information security management process, the key elements in these two processes, and their general relationship with other sections of enterprise systems management.
LESSON VI Systems Management Architecture and Tools
Enterprise systems management is a collection of different technical disciplines, methodologies, and processes that encompass the technical infrastructure and organisational boundaries.
LESSON VII The Cost and Value of IT Service Management
Managing the financial portfolio, balancing risks and returns in order to meet management goals and strategies.
LESSON VIII IT Asset Management
In this lesson you will find a description of processes, organisation and tools that help to build and manage the necessary infrastructure for controlling the IT organisation's fundamental assets, such as hardware, software, and people.
LESSON IX E-business and IT Service Management
In lesson IX, you will learn to understand the impact of e-business computing on the management of information technology.
LESSON X Transition Management
When studying this lesson, you will recognise the need to manage transformation, and how to carry this out.