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

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