This course introduces the concepts of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the IT Service Management Lifecycle. It also provides a set of specialized organizational capabilities for providing value to customers in the form of services.

Upon successful completion of this course participants will be able to:

• Gain a fundamental understanding of the ITSM lifecycle
• Gain the knowledge necessary to prepare for the “Foundation Certificate in IT Service Management” examination from EXIN, ISEB or APM Group

·         All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization.

·         IT professionals and IT planners; IT Managers; Business Executives, Planners, and Strategists; Computer & Systems Engineers & Programmers; Training & Human Resources Mangers in-charge of Organizational and IT Development

Service Management as a Practice

• Introduction to IT Service Management
• ITIL introduction

Service Lifecycle

• Introduction of the lifecycle stages

Key Principles, Models and Concepts

• Introduction to key principles, models and concepts

Concepts, Roles and Functions

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Technology and Architecture

• Architecture and technology to manage the IT

Services

• ITIL® Qualification Scheme
• Revision and Mock Examination

A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session