Boost the value of your IT services by learning how to implement the latest service management best practices and processes.
Overview
Syllabus
Introduction
- Transform your service management
- What you should know
- Service management defined
- What is a service?
- Service management frameworks
- Key service desk practices
- Value creation
- Service level management
- Service level management processes
- Service level management components
- Service catalog strategies
- Incident management
- Process components
- Establish a process
- Knowledge management
- Manage stakeholder expectations
- Manage process flow
- Problem management methodologies
- Problem management relationships
- Change management practices
- Change management roles
- Change models
- Change relationships
- Change inputs and outputs
- Next steps
Taught by
HDI and Fancy Mills-Knebel
