Lesson 1: Introduction to ITSM
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What is ITSM? - Definition, Purpose, and Benefits, ITSM vs ITIL
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Core Principles of ITSM - Service-Centric Approach, Customer Focus, Continuous Improvement
Lesson 2: ITIL Framework Overview
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Key Concepts of ITIL - Service Lifecycle, Service Value System (SVS), Guiding Principles
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ITIL Processes - Incident Management, Change Management, Problem Management
Lesson 3: ITSM Roles and Responsibilities
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Service Desk - Role in Incident Resolution, Communication with Users
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IT Service Manager - Process Ownership, Reporting and Metrics
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Key Team Roles - Problem Manager, Change Manager
Lesson 1: Incident Management
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Incident Lifecycle - Detection and Logging, Categorization and Prioritization, Resolution and Closure
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Tools and Techniques - Ticketing Systems, Automated Alerts
Lesson 2: Problem Management
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Problem Identification - Root Cause Analysis, Proactive Problem Detection
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Key Practices - Workarounds vs Permanent Solutions, Problem Records
Lesson 3: Change Management
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Types of Changes - Standard, Normal, Emergency
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Change Advisory Board (CAB) - Role and Importance, Assessing Risks
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Change Implementation - Rollback Planning, Post-Implementation Review
Lesson 4: Service Level Management
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Service Level Agreements (SLAs) - Definition and Key Components, Monitoring SLA Compliance
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Key Metrics - Uptime, Response Time, Resolution Time
Lesson 1: Configuration Management
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Configuration Management Database (CMDB) - Importance and Structure, Maintaining Accuracy
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Relationship Mapping - Services, Applications, and Infrastructure
Lesson 2: Knowledge Management
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Building a Knowledge Base - Capturing Resolutions, Structuring Articles for Usability
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Best Practices - Regular Updates, User Feedback
Lesson 3: Monitoring and Continual Improvement
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Key Monitoring Tools - Performance Monitoring, Application Monitoring, Log Analysis
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Continual Service Improvement (CSI) - Metrics Analysis, Implementing Feedback Loops
Lesson 1: ITSM Platforms
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Popular Tools - ServiceNow, Jira Service Management, BMC Remedy
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Features Comparison - Ticketing, Automation, Reporting
Lesson 2: Automation in ITSM
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Automating Repetitive Tasks - Workflow Automation, Chatbots for Service Desk
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Tools and Scripts - PowerShell, Python
- CategoryInformation Technology Service Management
- LevelIntermediate
- Duration3 Months
- Available SeatsUnlimited
Course Key Highlights
Real-Time Experts
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