Detailed Course Outline
Introduction
- Purpose, Goal, Objectives and Scope
- Key Concepts and Activities
- Key Metrics and Challenges
Principles
- Service management as a practice
- The service value proposition
- Optimizing operational service performance
- The role of OSA processes in the lifecycle
- How OSA supports the service lifecycle
Processes and Functions
Processes:
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
Functions:
- Service Desk
- IT Operations Management
- Technical Management
- Application Management
Technology:
- Generic technology requirements
- Evaluation criteria for technology and tooling for process implementation
- Planning and implementing service management technologies
- Assessing and managing the project, risk and staffing for process implementation
- Identifying the critical success factors and risks related to implementing practices and processes
Implementation
- Managing change in service operation
- Examining implementation aspects of service operation and project management
- Assessing and managing risk in service operation
- Operational staff considerations in service design and transition
- How to plan and implement service management technologies