IT Service Management

About the Course:  IT Service Managers are responsible for delivering an ever growing and complex mix of products and services. The changes in security, continuity, legal and financial requirements as well as the growth in Enterprise systems delivered world-wide means that IT Service Delivery is a strategic asset for any business.By implementing Service Management and Service Delivery Life Cycle (SDLC) 'best practices' that complement the business and IT strategy, you will have the knowledge to help improve performance, meet demand, ensure continuity, and maximize the IT contribution to the business bottom-line.New demands for consolidation, migration, outsourcing, in sourcing, e-commerce, 'enterprise wide' systems and the business expectation of 'rapid investment return with service excellence' are forcing changes. These changes require that IT work in close partnership with the business where this partnership will ensure that the IT services match the pace, impact and scale of the change.Using best practice approaches to Service Management, the partnership can manage the people, processes and technology required to define, develop, deliver, support and maintain the IT services on which the business depends. This course highlights the processes and changes, the skills and techniques, required to make this possible.Course ObjectiveBy the end of the course, participants will be able to:

    •     Examine the business, management, technical and operational issues associated with each of the Service Delivery             components and formulate improvement strategies and processes
    •     Plan, Manage and Implement ITIL® based Service Delivery processes
    •     Describe the mission, goals and dependencies
    •     Understand the staffing issues, project stages, benefits, costs and possible problems
    •     Understand the tools and management issues involved in service delivery


Managers, consultants, development, support and operations practitioners, who make technical decisions affecting the support of IT services Personnel who are implementing a Service Management processTraining Methodology:The Course will be highly participative and will include a wide range of methods including presentations, discussions, videos, case studies and exercises. Where appropriate, these will include real issues brought to the Course by delegates.Case studies from different industries will be investigated. Each delegate will receive an extensive reference manual, as well as case studies, while worked out solutions will be handed out to the delegates on conclusion of group discussions. To ensure the concepts introduced during the course are understood, they will be reinforced through a mix of learning methods, including lecture style presentation, open discussion, case studies, simulations and group work.

  • Date 1 Sept. 27, 2021
  • Date 2 Oct. 1, 2021
  • Date 3 Oct. 25, 2021
  • Date 4 Oct. 29, 2021
  • Duration 1 week
  • Student 30
  • Level All level
Take this course
working hours
  • Monday 8:00 am - 6:00 pm
  • Tuesday 8:00 am - 6:00 pm
  • Wednesday 8:00 am - 6:00 pm
  • Thursday 8:00 am - 6:00 pm
  • Friday 8:00 am - 6:00 pm
  • Saturday Closed
  • Sunday Closed