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IT Service Management

 

EXIN IT Service Management Specialist focuses on the practical activities and competences that are required by mid-level IT Service Management professionals. Candidates benefit from a more broad view of the ISO/IEC 20000 standard as well as the daily activities required to implement or maintain it.

 

 COURSE OUTLINE 

 

Plan the service management system

  • Plan & document, at a high-level, a SMS

  • Plan & document the documentation management system

  • Plan & document the alignment of the SMS Process

  • Plan and document process governance across the SMS

 

Plan the design and transition of new or changed services

  • Plan & document, at a high-level, appropriate service improvement activities

 

Plan the service management processes

  • Plan and document activities of the Service delivery processes

  • Plan and document activities of the Relationship processes

  • Plan and document activities of the Resolution processes

  • Plan and document activities of the Control processes

 

Plan roles and responsibilities

  • Define roles within the SMS including design & transition      activities and associated processes

  • Define skills and competencies for all SMS roles

 

Define and implement policies and objectives

  • Create, document & maintain agreed policies, including risks, & objectives across the SMS

  • Create the communication plan for the policies & objectives

 

Manage the service management processes

  • Implement and maintain Service Delivery processes

  • Implement and maintain Relationship processes

  • Implement and maintain Resolution processes

  • Implement and maintain Control processes

 

Maintain the SMS

  • Maintain currency of role definitions and competencies

  • Maintain the documentation management system

  • Maintain the alignment of the SMS to support the business processes

  • Maintain process governance across the SMS

 

Measure, monitor and report on service performance

  • Capture, assess and analyze agreed performance targets

  • Produce agreed service reports

  • Monitor and report on risks across the SMS

 

Measure, monitor and report on the SMS

  • Contribute to the internal audit program

  • Contribute to the management review of the SMS including data gathering

  • Contribute to the review of the governance controls across the SMS

 

Measure, monitor and report on service management processes

  • Measure, monitor and report on Service Delivery processes

  • Measure, monitor and report on Relationship processes

  • Measure, monitor and report on Resolution processes

  • Measure, monitor and report on Control processes

 

Improving the provision of services

  • Contribute to the identification of non-conformities

  • Contribute to continual improvement activities across the SMS

ISO 20000 IT Service Management Course

Program fees

USD 1,575

To register, please click on the tab below, or for further assistance get in touch with us on info@iti.ae , or give us a call at 8004852

© 2022 by INTERNATIONAL TRAINING INSTITUTE. DUBAI, KNOWLEDGE PARK