This course provides the foundation for IT Service Management (ITSM) and prepares learners for certification if this is required.

Depending on the level of knowledge and practice required, the training programme is designed.

The focus is on the concepts of Service Management and the way to put it to practice. 

Topics covered:

• • Basic terminology
  • Activities in the value chain of IT Service Management
  • Incident Management, incl. swarming
  • Problem Management, incl. Root Cause Analysis
  • Change Management, incl. Agile approach to planning change
  • Service Request Management, incl. automated handling
  • Service Desk, incl. the role in activities described above
  • Service Level Management, incl. SLA's
  • Continuous Improvement, based on the Plan, Do, Check, Act cycle

This training includes highly interactive discussions and assignments based on real life examples.