OPERATION EXCELLENCE FOR
IT SERVICE MANAGEMENT
(OEITSM)
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Course Overview
This course provides comprehensive and immersive exposure to IT Service Management processes crucial for operation environment and service delivery based on industry best practice approach. This course is designed to provide not only knowledge but also practical guidance with techniques, tools and proven approach to implement and improve service management practices sustainably.
Course Objective
The course aims to:
Gain thorough understanding of IT Service Management practices in Operation (Incident Mgmt., Problem Mgmt., Change Enablement, Monitoring & Event Mgmt.)
Distinguish the benefits of adapting to IT Service Management best practices framework and the implications of poor IT Service Management.
Define measurable critical success metrics for services delivered
Conduct gap analysis of existing environment
Gain hands-on practice to techniques and tools for implementing ITSM best practice approach in work environment
Target Audience
IT Operation Managers, Leads, Team Members, Service Managers, Quality Assurance & Governance Managers
Individuals working in IT and other parts of IT (digital, product, development) with strong interface with service delivery
Anyone who would like to gain knowledge in Service Management and strives for excellence
Course Duration
- Duration: 2 Days Training
Introduction to IT Service Management
- IT Service Management (ITSM) Definition
- ITSM Guiding Methodologies
- Dimensions of Service Management
- Understanding IT Environment
- Service Management Affected Service Groups
- Key Terminologies in Operation
Monitoring & Event Management
- Definition, Purpose & Scope of Monitoring & Event Management
- Monitoring & Event Management Policies
- Types of Events
- Designing for Monitoring & Event Management
- Monitoring & Event Management Process Activities
- Event Management Optimization with Automation Orchestration
Incident Management
- Definition, Purpose & Scope of Incident Management
- Incident Management Policies
- Incident Management Process Activities
- Incident Logging & Categorization
- Incident Prioritization Guidelines
- Priority Matrix Guidelines
- Incident SLA & OLA Targets
- Incident Updates
- Incident Management Roles & Responsibilities
- Incident Management Process Flow
- Post Incident Review Report (PIR) Overview
- PIR Template
- Communication Plan
- Elevation & Escalation
Measurement & Reporting
- Purpose & Scope of Measurement & Reporting
- Identifying Key Performance/ Success Metrics
- Operations Review Reporting
- Service Delivery Review
- Service Delivery Performance Dashboard
Problem Management
- Definition, Purpose & Scope of Problem Management
- Problem Management Policies
- Problem Management Process Activities
- Problem Management Workaround & Known Error
- Problem Prioritization Guidelines
- Problem SLA & OLA Targets
- Problem Management Roles & Responsibilities
- Problem Management Process Flow
Service Management Roadmap & Conclusion
- Service Management Roadmap
Change Enablement
- Definition, Purpose & Scope of Change Enablement
- Change Enablement Policies
- Change Enablement Process Activities
- Change Design & Planning
- Change Prioritization Guidelines
- Change Risk Categorization Matrix
- Change OLA Targets
- Change Authorization Model
- Change Enablement Roles & Responsibilities
- Change Enablement Process Flow
- Change Record Template
Course Outcome
By completing this course, participants will:
- Be able to effectively manage IT Services and contribute towards stable, proactive (instead of ‘firefighting’) and automated environment in your respective organizations.
- Be equipped with knowledge and skills to assess existing environment and apply IT Service Management Best practices to your organization needs.