Thanks to this Corporate IT course, you’ll gain first-hand insight into the key concepts for effectively managing the IT Services, such as its processes, the functions and roles of each individual, as well as taking into account their continuous improvement. Furthermore, you will learn about the dimensions of service management and the organisations and people involved in it, alongside partners and suppliers. We must not forget the focus on the business and how to manage the services within it, with collaboration and communication being of great importance, as well as the flexibility and the adaptability. Finally, you will learn about the value chain – its planning, design and transition – and, as with everything, how to improve it.
Corporate
Corporate
8 pm
Corporate IT
Corporate
8 pm
Introduction
Objectives
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Gain first-hand knowledge of the key concepts for effective service management IT.
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Understanding the various aspects of service management, together with its workflows values y processes.
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To have the opportunity to learn about the approach of business and its continuous improvement.
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Embracing an approach based on life cycle.
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Knowing how to adopt general practices of management.
Table of Contents
TEACHING UNIT 1. KEY CONCEPTS FOR IT SERVICE MANAGEMENT
1. Services
2. Processes
3. Functions
4. Roles
5. Continuous improvement
TEACHING UNIT 2. THE FOUR DIMENSIONS OF SERVICE MANAGEMENT
1. What are dimensions?
2. Organisations and individuals
3. Information and technology
4. Partners and suppliers
5. Value streams and processes
TEACHING UNIT 3. GUIDING PRINCIPLES OF ITIL
1. The business focus
2. Service management
3. Collaboration and communication
4. Measurement and continuous improvement
5. Flexibility and adaptability
6. Adopting a life-cycle approach
TEACHING UNIT 4. VALUE CHAIN
1. The value chain
2. Planning
3. Contact
4. Design and transition
5. Acquisition and construction
6. Delivery and support
7. Improvement
TEACHING UNIT 5. GENERAL MANAGEMENT PRACTICES
1. ITIL Practices
2. General management practices
3. Planning
4. KPIs and reports
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