
Establishing Service Management for ITaaS (MR-1CN-NISMITAS)
Detailed Course Outline
The content of this course is designed to support the course objectives.
Module 1: Service Management Overview
- Define service management business drivers
- Summarize the benefits of service management
- Discuss essential service management concepts and the service lifecycle
- Discuss the transformational framework of ITaaS from a service management perspective
Module 2: Service Management Planning
- Discuss the ITaaS program for establishing service management
- Discuss the program initiation steps and program strategy
- Discuss IT maturity model and baseline
- Review sample program structure and essential work streams
- Discuss program implementation considerations and outcomes
Module 3: Service Management Considerations
- Discuss popular IT management frameworks
- Explain the service lifecycle used for this course
- Discuss the aspects of service lifecycle within the ITaaS framework
- Review sample services and introduce the chosen service for this course
Module 4: Service Management Front Office
- Discuss components of the Strategy phase of the service lifecycle
- Discuss components of the Design phase of the service lifecycle
Module 5: Service Management Back Office
- Discuss components of the Build phase of the service lifecycle
- Discuss components of the Launch phase of the service lifecycle
- Discuss components of the Operate phase of the service lifecycle
Module 6: Measuring Success and Planning for the Future
- List contributors and methods used to determine and quantify service success.
- Discuss measuring and reporting attributes and capabilities
- Discuss the impact of emerging trends on Service Management