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1-Day ITSM Overview & Awareness Workshop

  • Course Code: 1-Day ITSM Overview & Awareness
  • Course Dates: Contact us to schedule.
  • Course Category: IT Service Management Duration: 1 Days

I. Service Management as a Practice 

a. Complimentary Industry Standards 

b. What is IT Service Management 

II. The ITSM Concepts  

a. Key Objectives  

b. Key Elements to Each 

c. Business Benefits 

III. 4 Dimensions  

a. Detailed Objectives 

b. Key Concepts 

IV. Service Value System 

a. Detailed Objectives  

b. Key Components 

c. Service Value Streams 

V. Group Exercise 

a. Evaluation of Topics Covered and How to Apply Them to Your Organization 


VI. Continual Improvement 

a. Detailed Objectives  

b. The Model   

c. Business Value 

VII. The Practices (Processes) 

a. Overview of the 34 Practices  

b. Key Practices and Business Value Add 

Incident Management 

Service Request Management 

Problem Management 

Change Enablement / Management 

Service Desk 

Service Level Management 

Configuration Management 

IT Asset Management 

VIII. Closing Walk Through of ITSM 

a. Workflow of ITSM as a Practice 

X. Group Exercise  

aEvaluation of Topics Covered and How to Apply Them to Your Organization 


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