This course specifies requirements to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.

Who should attend?

  • ITSM Core team

  • IT service managers

  • Data Center Operations (DCO) Managers and Engineers

  • Service desk leaders and delivery

  • IT infrastructure managers


  • A minimum of 6-Months experience in IT or security related background

  • Basic knowledge on IT systems and networks

  • Knowledge on IT, DCO and Helpdesk operations

  • Basic knowledge on Microsoft tools like MS word, excel, etc.

The Skills You’ll Gain

Management Framework

You will understand the requirements of initiating and establishing your ITSM

Service Delivery Processes

Understand the processes for delivering IT services

Service Support Processes

Understand the processes for supporting IT services

Implementation Approach

Learn the approach for implementing and improving ITSM and IT Services

Upon Completion

Upon completion of this course the student will be able to understand the importance of IT service management in an organization and have the necessary skills and methodologies needed to implement an ITMS that is compliant with the requirements of ISO 2000.

Course Structure

These courses are aimed to bring awareness among the employees in the organization regarding the fundamentals of information security, IT operations and business continuity. These 2 day courses focuses on helping the student understand the best practices and implementation of ISO framework and bring that knowledge back to their organization.

Curriculum Module

  • Introduction to IT Service Management
  • Understanding the ISO 20000 IT Service Management Framework
  • What is IT Infrastructure Library
  • IT Infrastructure Library Framework
  • Service Support process model
  • Service Delivery process model
  • Service desk
  • Incident management
  • Problem management
  • Change management
  • Financial management
  • IT Service Continuity
  • Release management
  • Availability management
  • Capacity management
  • Configuration management
  • Service level management
  • Implementing Information Security Management System

Learning Assessment

  • Multiple choice questions

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For more information about the IT Service Management course, please fill in the following form.