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ITSM Essentials

Course Description: 

This 18-hour course provides IT practitioners the knowledge required to understand the core and most widely used IT service management components of IT management as a practice in the organization. This course will provide the awareness needed for the students to understand the IT services that are and need to be provisioned and supported in a way that enables a positive experience for both an organization's customers and its employees. The best practices laid out in this course represent the common truths from over 20 different frameworks, standards and publications from around the world that have been successfully adopted for over 30 years. This framework-agnostic content provides a practical view of the important activities your organization needs to consider to effectively manage its core ITSM processes.

Course Objectives - The learning objectives of ITSM Essentials include:

• Learn and understand key service management terms and concepts

• Learn about essential and most widely used ITSM processes

• Hear and share real life scenarios

• Create a personal action plan, which can be started as soon as learners return to work

The core IT service management processes included in the curriculum are:

• Service Desk

• Incident Management

• Problem Management

• Request Management

• Change Management

• Release and Deployment Management

• IT Asset Management

• Configuration Management

• Service Level Management

• Service Catalog Management

• Business Relationship Management

This course provides a streamlined introduction to each of these processes and describes the integration of these processes from a practitioner’s point of view. Each process is covered to a consistent level of depth that includes:

• Purpose and objectives

• Policies

• Key terms and concepts

• Inputs / activities / outputs

• Roles and responsibilities

• Key process integrations

• Critical success factors (CSFs) and key performance indicators (KPIs)

This consistency, when combined with meaningful, experiential assignments, reinforces learning and engagement, resulting in a positive learning experience.

Also included are reference guides and study aids, designed to reinforce key vocabulary and concepts and familiarize learners with what they need to know for the exam. The study aids include fill in the blank, matching, and exam prep questions, and may be completed as interactive in-class exercises or utilized as homework.

Exam Information / Exam Facts

Exam Prerequisites

• There are no formal prerequisites. It is recommended that the participant has obtained training through an accredited course.

Exam Location

• Exam will be conducted online with a virtual proctor using an exam voucher which is included with the purchase of the course.