TOPICS

Course Outline
Round 1
Working in silos (IT and the Business)
Communication issues and chaos
Introducing the Service Desk and Incident Management
Round 2
Refining and improving Incident Management
Introducing Problem Management, Knowledge Management, and Trend Analysis
Introducing Availability and Capacity Management
Introducing Configuration Management, Change Management, and Service Level Management
Business Relationship Management
Round 3
Maturing the Service Desk and Incident Management
Maturing Problem Management and Knowledge base
The importance of Change and Release Management
Service Continuity Management and Event Management
Supplier Management and Information Security Management
Round 4
Introducing Financial Management
Maturing Configuration Management
Round 5
Demonstrate importance of processes and their relationships
Review how ITSM maturity has evolved and the benefits to the business.