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Establishing Service Management for ITaaS (MR-1CN-NISMITAS)

Course Description Schedule Course Outline

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
 

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