Service Management Essentials

Target Audience

Support professionals who desire advanced training for designing, implementing, managing, and optimizing these core service management processes: Incident Management, Problem Management, Change Management, Service Level Management.

Course Description

The primary goal of IT Service Management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, and maintaining fiscal responsibility and sound IT investments. If you want to increase the value of your IT services to the business, you should focus first on these customer facing processes.

Course Objectives

  • How to leverage governance, frameworks, standards, and best practices
  • How to design and implement aligned incident management and service request processes
  • Trending analysis and root cause techniques for proactive problem management
  • A logical approach to implementing an efficient change management process
  • Strategies and templates for successful service level management
  • How to assess the maturity of your service management processes and develop a roadmap for success

Prerequisites:

None.

Course Delivery

This course is delivered by Propoint Solutions' EXIN Accredited Trainers (ATs) who each hold the ITIL Expert Certification.

This course is delivered over 2 consecutive days from 8:00 AM to 5:00 PM.

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Propoint Solutions holds the following Accreditations

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Upcoming Schedule for this Course

ITIL Foundation Certificate

DateDurationTimeLocation:Fee Per SeatCertification?Registration
Apr 24, 2018 3 days 8:00 AM - 5:00 PM Albuquerque, NM $1,550 Y Register

Release, Control and Validation

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Service Offerings and Agreements

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Planning, Protection and Optimization

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Operational Support and Analysis

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Service Strategy

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Service Design

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Service Transition

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Service Operation

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Continual Service Improvement

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Managing Across the Lifecycle

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Service Management Essentials

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ITIL Awareness

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ITSM Overview / Workshop

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Building Your ITSM Adoption Roadmap

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Service Level Management

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Incident Management

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Problem Management Professional

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Problem Management

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Configuration Management - SACM

DateDurationTimeLocation:Fee Per SeatCertification?Registration
             

Change Management

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Release Management

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ITIL Certification

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ITIL MALC Certification

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ITIL Expert Level

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ITIL Intermediate Level Certification

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ITIL Practitioner

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Course Schedule

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Onsite Training

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Onsite Course Cancellation Policy If Customer cancels or reschedules a course within 20 business days of the scheduled start date, Customer will be charged 25% of the course fee. If cancellation or reschedule occurs within ten business days of the start date, Customer will be charged 50% of the course fee. Any such fee charged will not be applied to the price of any rescheduled courses.

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