Duration : 2 Days
Pre-requisite
The Specialist Certificate in ITSM based on ISO/IEC 20000
Requirements for the certificate:
- The training Expert in IT Service Management based on ISO/IEC 20000 by an EXIN accredited training provider
- Successful completion of the Practical Assignments assessed by an EXIN accredited training provider
- Successful completion of the exam Expert in IT Service Management based on ISO/IEC 20000
Target Audience
ITSM Expert is intended for those personnel who are involved in a practical way in:
- Defining ITSM strategies, policies and objectives
- Managing ITSM departments
- Designing and maintaining ITSM management systems
- Evaluating/assessing ITSM management system capabilities/performance
Specific roles could include:
Process Managers/Supervisory staff/Team leaders/Service designers/IT architects and/or planners/IT consultants/IT audit managers / auditors/IT security managers / officers/Project managers/Suppliers, Lead suppliers and sub-contracted suppliers
Workshop Outline
Planning the service management system
Establish the service management plan
- Design a service management plan
- Assess legislative and regulatory compliance, e.g., SarbanesOxley, Basel II, Personal Data Protection
- Assess compliance to standards and/or applicability for certification, e.g., ISO 9001, ISO/IEC 20000, ISO/IEC 27001
- Design roles based on identified activities in the service management processes
- Indicate appropriate competency requirements for roles
- Choose appropriate methods for cultural change
- Plan and document, at a high-level, appropriate service improvement activities
(requirements gathering, design and transition)
Plan the service management system processes
- Propose a model of processes and procedures
- Design a document control system
- Create a resource plan
- Integrate the service management system with other standards or frameworks and bodies of knowledge
- Plan the method for continual improvement of the service management system and the services
Plan service provision
- Recommend a portfolio of services
- Assess proposals for new or changed services
Implementing and managing the service management system
Implement and operate
- Propose service management policies and indicators
- Implement and improve the service management system
- Assess risks to the consistency and integrity of the supply chain
- Assess risks to the consistency and integrity of the service management system and the services
Motivate
- Build a culture of quality and service, consistent with service management objectives, within the teams operating the service management system
- Create and maintain a training and development plan, based on gaps in required competencies
- Explain benefits of the service management system to interested parties
- Effectively communicate the service management policies and objectives to people operating the service management system
Measuring, monitoring and reporting on the service management system
Assess the service management system
- Prepare for internal & external audits
- Use suitable methods to assess the capability of the organization to successfully operate the service management system and the services
- Identify gaps in service management objectives related to business needs
Review the service management system
- Evaluate the service management system for both effectiveness and efficiency
- Gather information required for a management review
- Support and follow-up a management review meeting
Measure, monitor and report on service management processes
- Measure, monitor and report on Service Delivery processes
- Measure, monitor and report on Relationship processes
- Measure, monitor and report on Resolution processes
- Measure, monitor and report on Control processes
Improving the service management system
Propose service improvements
- Assess results of reviews and audits for possible improvements
- Propose service improvement activities in line with the service management policy and objectives
Manage service management system improvements through their lifecycle
- Manage risks to the improvement project
- Communicate improvement project progress to interested parties
- Manage activities in the improvement project
Location Offered
On-demand Anytime Anywhere Instructor led training available
Chennai, Bangalore, Hyderabad, Pune & other major cities in India, USA, UK, Middle east, Dubai & Singapore.
Offers
- Early bird / Group / Corporate Group / Festive offers available
Demo Session
For a Free Demo session of 1 Hour register in the link below and inform your counselor
https://docs.google.com/forms/d/e/1FAIpQLSdhXC9DF8cgObBKIxtZmK3b1hsbmnYX62Grxwsyi96xBnLG0A/viewform
