IT SERVICE MANAGEMENT PRACTITIONER SYLLABUS
INTRODUCTION
The ITSM Practitioner course is intended to train delegates in how to adopt and adapt service management and ITIL principles. This will endorse the delegate’s capability to understand and deploy leading service management practices and support an IT department on its journey to service excellence.
As a prerequisite, delegates should have attained the ITIL Foundation Certificate or equivalent to understand service management and ITIL theory.
Upon completion of the course, delegates will receive a Diploma and digital badge endorsing their learning and abilities. There is no exam to be taken.
SYLLABUS
The table below lists the categories, sub-categories and topics that are covered on the course and described in detail in the ‘Journey to Service Excellence’ textbook.
|
Syllabus Modules |
Syllabus Module Sub-Categories |
|
|
1. Introduction to Service Management Practices |
a) |
Adopting and adapting service management Benefits of IT service management |
|
2. The Journey to Service |
a) |
What do we mean by service excellence? |
|
Excellence |
b) |
What do we mean by service management? |
|
|
c) |
The journey to service excellence |
|
|
d) |
Services, outcomes, outputs and the service directory |
|
|
e) |
The service management ecosystem |
|
|
f) |
The Service Owner |
|
3. Value Streams and |
a) |
Value streams |
|
Processes |
b) |
Process governance |
|
|
c) |
The role of the Process Owner/Managers |
|
|
d) |
Process adoption, optimisation and maturity |
|
|
e) |
Process policies |
|
|
f) |
Cross-functional working and matrix management |
|
4. ITSM Techniques |
a) |
Planning a transformation programme and Kotter |
|
|
b) |
Cross-functional working and matrix management |
|
|
c) |
Stakeholder mapping |
|
|
d) |
The importance of measurement |
|
|
e) |
Service costing |
|
|
f) |
Skills matrix |
|
5. ITSM Processes: |
a) |
Incident management |
|
Activities, Techniques and |
b) |
Problem management |
|
KPIs |
c) |
Change management |
|
|
d) |
Continual service improvement |
|
|
e) |
Information security management |
|
|
f) |
The service desk |
|
|
g) |
Supplier and partner management |
|
|
h) |
Release and deployment management |
|
|
i) |
Service level management |
|
|
j) |
Configuration management |
|
|
k) |
Asset management |