IT Service Management







This course provides the foundation for IT Service Management and prepares learners for the exam.

Depending on the level of knowledge and practice required, a 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.