IT Service Management

Description

This course focuses on IT Service Management practices based on ITIL v3. At the end of the course, student are expected to understand alignment between IT and business, the concept of IT service, service management systems, best practices in ITSM, and ITSM audit.

Topics

1. Introduction to IT Service Management
2. Introduction to IT Infrastructure Library (ITIL)
3. Service Strategy
4. Service Design
5. Service Transition
6. Service Operation
7. Continual Service Improvement
8. IT Governance
9. IT Governance Framework: COBIT
10. IT Governance Standard: ISO 9001, 27002, 38500
11. ITIL Maturity Model