PRACTICAL IT SERVICE MANAGEMENT (ITSM)

Overview

    To improve labor productivity and IT management professionalization, many enterprises have been inclined to convert their IT department from Cost center model to profit center model. This is very appropriate to the multinational groups, Corporations, domestic economic groups, enterprises under equitization or in need of IT service provision for their customers in the field of banking, telecommunications, insurance, game online… However, the changing process is not easy which requires IT managers/CIO to select recognized international standards to implement the change process.

ITSM training course provided by Infochiefis a critical key that helps IT manager/CIO to be successful in construction the IT model and running the IT organization based on the core base of the modern IT service management model applied in the world today such as ITIL (Information Technology Infrastructure Library, COBIT (Control Objectives for Information and Related Technology), CMMI (Capability Maturity Model Integration), PMBOK (PMI’s Project Management Body of Knowledge), ISO/IEC 20000, ISO/IEC 27001. This training course will provide learners with the basic and in-depth knowledgeshared by experts at Infochief about the IT management methods as per the service models, methods to construct their processes.

Objectives

 i. To equip with the necessary and comprehensive knowledge about IT service management for IT experts and IT managers
ii. To improve working skills, planning skills, deploying and managing IT service in enterprises in such an efficient manner
iii. To manage IT organizations as per the professional IT service provision model, to serve and meet requirements for operations, business and production
iv. To build an image of a professional and dynamic IT service manager .

What learners gain and can do after the training course ?

1. To fully understand the necessary elements to design IT service
2. Know how to develop IT service management process
3. Know how to build a list of IT service and apply to support the business efficiently
4. Know how to build IT service support apparatus
5. Know how to manage the service quality as well as complying with the service quality process
6. Knowing the methods to cut down on costs to operate the IT system, improving service support quality to meet demands of User
7. To assure target support and business mission of enterprises

Participants

 i.  IT Director/IT Manager/IT Deputy Manager
ii.  IT in charge representative
iii. IT system administrator/IT system compliance Manager
iv. Those with career objectives to become an IT service manager in the future .

Contents

Module 1: Overview about ITIL & ITSM   Module 2: ServiceDesk
- What is ITIL
- Who uses ITIL
- Benefits of ITIL
- Difference between customer and user
- 7 principels of ITIL
- Overview about ITIL&ITSM
- IT service growing levels
- Approach and deployment strategy
- IT service deployment planning
- Arising isssues when deploying ITSM Project
- Deployment organization model
- Selecting methods of ITSM process management software tools

 

 

  - Servicedesk objectives
- Benefits of Servicedesk
- Responsibilities of Servicedesk
- Operating methods of Servicedesk
- Selection of Servicedesk
- Operating process of Servicedesk
- Servicedesk deploying steps
- Resouces for deployment of Servicedesk
- Operations of Servicedesk
- Role, functions and responsibilities of servicedesk
- Achieved targets when deploying servicedesk
- KPI for Servicedesk
- Necessary skills required for Servicedesk staff
- Reports made by Servicedesk
- Encountered problems during deployment 
 
Module 3: Incident Management   Module 4: Problem Management
- Terminologies
- Service requirement scope
- Objectives of incident management
- Benefits of incident management
- Responsibilities of incident management
- Difference between incident and problems
- Incident management process
- Incident management deploying steps
- Resources for incident management
- Achieved targets for incident management deployment
- Role, responsibilities of incident management
- KPI for incident management
- Elements for success of the incident management
 
  - Terminologies
- Objectives of problem management
- Benefits of problem management
- Responsibilities of problem management
- Active problem management
- Problem management process
- Problem management deploying steps
- Resources for problem management
- Problem management operations
- Achieved targets for problem management deployment
- Role, responsibilities of problem management
- KPI for problem management
- Elements for success of the problem management

 

Module 5: Change Management   Module 6: Configuration Management
- Terminologies
- Objectives of change management
- Benefit of change management
- Responsibilities of change management
- 7R to be considered for change management
- Change Advisor Board
- Change classification
- Change management deployment steps
- Resources for deployment of change management
- Achieved targets for deployment of change management
- Operations of change management
- KPI for change management
- Elements for success of change management
 
  - Terminologies
- Objectives of configuration management
- Benefits of configuration management
- Responsibilities of configuration management
- 5 operations of configuration management
- Configuration management database
- Information structure and CI relation
- Configuration management process
- Deploying steps for configuration management
- Resources for deployment of configuration management
- Achieved targets for configuration management
- KPI for configuration management
- Elements for success of configuration management
Module 7: Release Management   Module 8: Service Level Management
- Terminologies
- Release management objectives
- Benefit of release management
- Responsibilities of release management
- Release classification
- Steps for deployment of release management
- Resources for deployment of release management
- Operations of release management
- Achieved targets for deployment of release management
- KPI for release management
- Elements for success of release management
  - Terminologies
- Objectives of service level management
- Responsibilities of service level management
- SLA, OLA, UC contents
- Steps for deployment of service management
- Resources for deployment of service level management
- Operations of service level management
- Achieved target for deployment of service level management
- KPI for service level management
- Elements for success of service level management
 
Module 9: Availability Management   Module 10: Capacity Management
- Terminologies
- Objectives of availability management
- Benefits of availability management
- Responsibilities of availability management
- Operations of availability management
- Availability criteria
- Formula for availability
- Steps for deployment of availability management
- Resources for deployment of availability management
- Achieved targets for deployment of availability management
- KPI for availability management
- Elements for success of availability management
  - Terminologies
- Objectives of capacity management
- Benefits of capacity management
- Responsibilities of capacity management
- Operations of capacity management
- Steps for deployment of capacity management
- Resources for deployment of capacity management
- Achieved targets for deployment of capacity management
- KPI for capacity management
- Elements for success of capacity management
 
Module 11:  Service Continuity Management   Module 12: Financial Management
- Terminologies
- Objectives of continuous service management
- Benefits of continuous service management
- Responsibilities of continuous service management
- Operations of continuous service management
- Life cycle of continuous service management
- Selection for risk recovery
- Steps for deployment of continuous service management
- Resources for deployment of continuous service management
- Operations of continuous service management
- Achieved targets for deployment of continuous service management
- KPI for continuous service management
- Elements for success of continuous service management
  - Terminologies
- Objectives of ITservice finance management
- Responsibilities of ITservice finance management
- IT cost model
- Operations of ITservice finance management
- Steps for deployment of ITservice finance management
- Resources for deployment of ITservice finance management
- Achieved targets for deployment of ITservice finance management
- KPI for IT service finance management
- Elements for success of ITservice finance management

 


 

 

  Materials

 i.  The standard materials of the Infochief institute (Vietnamese)
ii.  Reference document (English)
iii. 100 ITSM Toolkits - Checklists, Templates, Assessment, Processes, Procedures, Flowchart, Guidance, Samples, Rules, Policies, Questionaire, Comparision chart.

  Training methods

The experts will apply the following training methods to convey the contents:
i.  Open discussion
ii. Case study
iii. Self-assessment
iv. Mini-lecture

  Difference of the training methods at Infochief

- Coaching based on the actual management models
- Practice training in line with the requirements of each position
- 70% is to practice the actual skills required by the daily work at the workplace
- To assure that after the training course, learners are confident at their work
- Senior staff are given priority for being introduced to our partners

Training Schedules

 Starting date Duration Time Fee      Register

Call Monday to Friday 8h30 - 16h30 10,500,000 VND HCM
Preferential Condition "The preferential fee” is applied to payment made at least 10 days prior to the starting day of the training course
Duration 5 constant days

Upon completion of the course : It is a must for the learners to complete a project at the end of the course, the aim is to assess the ability to apply the training contents to the actual working environment.

Graduation certificate : To be granted by INFOCHIEF with national validity.

Download

1. Brochure