/  IT Service Management Training

IT Service Management Training

BMC Training provides a training course in IT Service Management in Management and Leadership

Course Title
Venue
Start Date
End Date
  • London
    27 - 9 - 2020
    1 - 10 - 2020
  • Madrid
    27 - 9 - 2020
    1 - 10 - 2020
  • Munich
    27 - 9 - 2020
    1 - 10 - 2020
  • Berlin
    27 - 9 - 2020
    1 - 10 - 2020
  • New York
    27 - 9 - 2020
    1 - 10 - 2020
  • Kuala Lumpur
    18 - 10 - 2020
    22 - 10 - 2020
  • Rome
    18 - 10 - 2020
    22 - 10 - 2020
  • Barcelona
    18 - 10 - 2020
    22 - 10 - 2020
  • Zurich
    18 - 10 - 2020
    22 - 10 - 2020
  • London
    25 - 10 - 2020
    29 - 10 - 2020
  • Madrid
    25 - 10 - 2020
    29 - 10 - 2020
  • Munich
    25 - 10 - 2020
    29 - 10 - 2020
  • Berlin
    25 - 10 - 2020
    29 - 10 - 2020
  • New York
    25 - 10 - 2020
    29 - 10 - 2020
  • Dubai
    4 - 10 - 2020
    8 - 10 - 2020
  • Paris
    4 - 10 - 2020
    8 - 10 - 2020
  • Hong Kong
    4 - 10 - 2020
    8 - 10 - 2020
  • Istanbul
    11 - 10 - 2020
    15 - 10 - 2020
  • Bali
    11 - 10 - 2020
    15 - 10 - 2020
  • Singapore
    11 - 10 - 2020
    15 - 10 - 2020
  • Washington
    11 - 10 - 2020
    15 - 10 - 2020
  • London
    15 - 11 - 2020
    19 - 11 - 2020
  • Madrid
    15 - 11 - 2020
    19 - 11 - 2020
  • Munich
    15 - 11 - 2020
    19 - 11 - 2020
  • Berlin
    15 - 11 - 2020
    19 - 11 - 2020
  • New York
    15 - 11 - 2020
    19 - 11 - 2020
  • Istanbul
    22 - 11 - 2020
    26 - 11 - 2020
  • Bali
    22 - 11 - 2020
    26 - 11 - 2020
  • Singapore
    22 - 11 - 2020
    26 - 11 - 2020
  • Washington
    22 - 11 - 2020
    26 - 11 - 2020
  • Kuala Lumpur
    1 - 11 - 2020
    5 - 11 - 2020
  • Rome
    1 - 11 - 2020
    5 - 11 - 2020
  • Barcelona
    1 - 11 - 2020
    5 - 11 - 2020
  • Zurich
    1 - 11 - 2020
    5 - 11 - 2020
  • Dubai
    8 - 11 - 2020
    12 - 11 - 2020
  • Paris
    8 - 11 - 2020
    12 - 11 - 2020
  • Hong Kong
    8 - 11 - 2020
    12 - 11 - 2020
  • Kuala Lumpur
    20 - 12 - 2020
    24 - 12 - 2020
  • Rome
    20 - 12 - 2020
    24 - 12 - 2020
  • Barcelona
    20 - 12 - 2020
    24 - 12 - 2020
  • Zurich
    20 - 12 - 2020
    24 - 12 - 2020
  • London
    27 - 12 - 2020
    31 - 12 - 2020
  • Madrid
    27 - 12 - 2020
    31 - 12 - 2020
  • Munich
    27 - 12 - 2020
    31 - 12 - 2020
  • Berlin
    27 - 12 - 2020
    31 - 12 - 2020
  • New York
    27 - 12 - 2020
    31 - 12 - 2020
  • Dubai
    13 - 12 - 2020
    17 - 12 - 2020
  • Paris
    13 - 12 - 2020
    17 - 12 - 2020
  • Hong Kong
    13 - 12 - 2020
    17 - 12 - 2020
  • Istanbul
    6 - 12 - 2020
    10 - 12 - 2020
  • Bali
    6 - 12 - 2020
    10 - 12 - 2020
  • Singapore
    6 - 12 - 2020
    10 - 12 - 2020
  • Washington
    6 - 12 - 2020
    10 - 12 - 2020

The Course:

Organizations the world over is facing an increasing dependence on their IT services in order to survive. There is an expectation that the IT Services not only support the current business activities effectively and efficiently but also provide new, innovative and dynamic responses to their ever changing business requirements. As a consequence, Service providers can no longer just focus their attention on technology they need to consider the quality and consistency of the services they provide and develop a true partnership with their customers.

One of the responses to this challenge is to consider using ITIL® (IT Infrastructure Library) Service Management best practice which has now become a world de facto standard and is widely adopted across all business sectors. Service Management is about understanding business priorities, identifying how/where IT investment should be made and assessing the correct approach to establishing appropriate control over the IT infrastructure and the services that underpin its success.

Program Objectives:

  • To introduce delegates to IT Service Management (ITIL)
  • To gain an understanding of the ITIL processes and activities covered in the ITIL core guidance  
  • To understand the terminology and characteristics of good practice in ITIL
  • To prepare delegates to apply the knowledge in the workplace
  • To provide the foundation for further study

The Content:

Day one:

  • Welcome/Introductions
  • Introduction to IT Service Management as a Practice
  • The Service Lifecycle and Basic Concepts
  • Service Strategy
  • Financial Management
  • Demand Management
  • Service Portfolio Management

Day two:

  • Review of Day 1
  • Service Design
  • Service Level Management
  • Service Catalogue Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

Day Three:

  • Review of Day 2
  • Service Transition
  • Change Management
  • Service Asset & Configuration Management
  • Release & Deployment Management
  • Knowledge Management
  • Service Operation
  • Operational Functions:
  • The Service Desk
  • Technical Management
  • Applications Management
  • Operations Management
  • Operations Control
  • Facilities Management

Day Four:

  • Review of Day 3
  • Service Operations continued
  • Operational Processes
  • Incident Management
  • Problem Management
  • Event Management
  • Access Management
  • Request Fulfilment Management

Day Five:

  • Review Day 4
  • Continual Service Improvement
  • Technology, Tools and Architecture
  • Programme administration
  • Programme Closure

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