Event Details

About

Course Introduction

 Student and Instructor Introduction

 Course Learning Objectives

 Course Agenda

Service Management as a practice

 Best Practices in Public Domain

 ITIL as a Good Practice

 Concept of Service

 Concept of Service Management

 Processes & Functions

 Roles and Responsibilities

 The RACI Model

 The Service Lifecycle

 Basic Concept of Service Strategy

 Basic Concept of Services Design

 Basic Concept of Services Transition

 Basic Concept of Services Operation

 Basic Concept of Continual Service Improvement

 Exercise & Module Summary

Service Strategy

 Basic Concept of Service Strategy

 Principles and Modules of Service Strategy

 Processes of Service Strategy

 Exercise & Module Summary

Service Design

 Basic Concept of Service Design

 Principle and Modules of Service Design

 Processes of Service Design

 Service Level Management

 Service Catalogue Management

 Availability Management

 Information Security Management

 Supplier Management

 Capacity Management

 IT Service Continuity Management

 Design Co-ordination

 Service Design Package

 Exercise & Module Summary

 

Service Transition

 Basic Concept of Service Transition

 Processes of Service Transition

 Change Management

 Release and Deployment Management

 Knowledge Management

 Service Asset and Configuration Management

 Transition Planning and Support

 Exercise & Module Summary

Service Operation

 Basic Concept of Service Operation

 Service Operation Process

 Incident Management

 Problem Management

 Event Management

 Request Management

 Access Management

 Services Operation Functions

 The Service Desk Role

 The Technical Management Role

 The Application Management Role

 The IT Operation Management Role

 Exercise & Module Summary

Continual Service Improvement

 Basic Concept of CSI

 Principles and Models of CSI

 CSI Processes

 Exercise & Module Summary

Technology and Architecture

 Service Automation

 Competence and Skills for Service Management

 Competence and Skills Framework

 ITIL Qualification Scheme

 Module Summary

Pre-requisite & Exam Details

Type: Online Exam having Forty (40) multiple choice. Each question will have 4

options, one of which is right carrying 1 mark.

Duration: 60 minutes. Candidates sitting the examination

Contact

Piyush Raja
Mob: +91-9390560020/8886964614
Email: Piyush@SkillMetrix.Com

www.SkillMetrix.com

Schedule

January 20, 2018 — 9:00 am to
January 21, 2018 — 9:00 am

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Venue

Hotel Aditya Park
Aditya Trade Centre
Ameerpet
Hyderabad, Andhra Pradesh
India

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