fr
en
IT Service Management (ITSM) Fundamentals
Your digital services need to be managed for the value they bring to users. With ITSM, connect service management practices to user expectations to understand responsibilities, interactions and opportunities for improvement. Develop a common language between IT and business teams.
- Duration
- 1 day 7 hours
- Code
- ITSMF-FR Code
Presentation
IT service management (ITSM) is a set of methods and processes based on numerous practices and guidelines. It supports better management of an organisation’s IT services. Through this approach, businesses improve user satisfaction, reduce costs, increase operational efficiency and manage risks.
Whether you are a technician, IT manager or IT service user, this ITSM fundamentals course helps you develop your skills and contribute to your company’s success.
In one day, you will gain a clear understanding of key ITSM concepts and principles, including service management, ITSM frameworks and their associated practices and processes. Mastering service management fundamentals offers numerous benefits both to you as an IT professional and to your company.
Objectives
By the end of this ITSM course, you will be able to:
- understand IT service management concepts and terminology;
- become familiar with best practices from ITIL™ 4, FitSM and VeriSM™, and guidance from the international ISO 20000 standard;
- understand the different ITSM practices and processes.
Program
1. Understanding ITSM concepts and terminology
- Service management.
- Value and the organisation.
- Service provider and consumer.
- Services, products and service offerings.
- The service relationship.
- Service provision and consumption.
- The service relationship model.
- Utility and warranty.
Practical work:
- represent transport services for a long-haul Paris–Tokyo flight and workstations using the service relationship model.
2. Discovering ITSM frameworks
- Introduction to ITIL™ 4 :
- what ITIL™ 4 is;
- the 4 dimensions;
- the Service Value System (SVS);
- the Service Value Chain (SVC);
- ITIL™ 4 practices.
- Introduction to FitSM and VeriSM™.
- Introduction to ISO 20000:
- what ISO 20000 is and its scope;
- the concept of a service management system (SMS);
- SMS processes.
Practical work:
Compare different ITSM frameworks in a table: description, scope, certifications and other features.
3. Discovering service management practices and processes
- The service desk;
- Service request management;
- Incident management;
- Service level management.
Practical work:
- map incident management practices: entry points, processing flows and outputs.
Audience
This course is intended for:
- IT support technicians;
- system and network administrators;
- IT service managers;
- IT project managers;
- anyone involved in delivering or supporting IT services.
Prerequisites
This course requires no specific skills or professional experience.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Quiz / multiple-choice questions
- Practical exercises
Course highlights
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
ITIL™ is a registered trademark of Axelos Limited.
VeriSM™ is a registered trademark of IFDC