ICTD International Centre for Training and Development

IT Service Management

Available dates

Nov 24—28, 2019
5 days
Abu Dhabi, United Arab Emirates
USD 3300
USD 660 per day


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About the course

  • The ITIL view of Service Management;
  • The need to specify and align ITSM strategies with business objectives;
  • Recognition services need to be managed to a lifecycle;
  • A change in implementation approach from process-led to service lifecycle centric;
  • Recognition of the important role of service requests;
  • The introduction of new 'processes' in the form of request fulfillment, event and access management;
  • Greater emphasis on the management of a service model, service portfolios and service offerings.

Course Objectives

By the end of the course, you will have covered the following areas:

  • The concept of Good Practice
  • The concept of Service
  • The concept of Service Management
  • Define and distinguish between Functions, Roles and Processes
  • The process model
  • Characteristics of processes

Course Outline

                                                                          Course Focus
  • Service Management as a practice
  • The concept of good practice
  • The concept of a service & Service Management
  • Define processes, roles and functions

The Service Lifecycle

  • Understand the Service Lifecycle and its key concepts
  • Understand the business value of the phases.

Key concepts and definitions

  • Understanding the key terminology, the key concepts of Service Management, key principles and models.

Service Strategy

  • What is Service Strategy?
  • Understand the goals & objectives of Service Strategy
  • Understand the 4 main activities of Service Strategy
  • Basic overview of value creation through services
  • Overview 3 Service Strategy processes.

Service Design

  • Importance of people, processes, products & partners
  • Understand the five major aspects of Service Design
  • Understand the different sourcing approaches
  • Overview of the 7 Service Design processes.

Service Transition

  • Explain the Service V model
  • Overview of Service Transition processes.

Service Operation

  • IT Service versus technology components
  • Quality of Service versus cost of service
  • Reactive versus proactive
  • Overview of the Service Transition processes
  • Objectives of Continual Service Improvement
  • The 7 step improvement process.


  • The Service Desk; Technical Management
  • Application Mgmt; IT Operations Mgmt.


  • Process owner; Service Owner; RACI model in determining organizational structure.

Technology and Architecture

  • Requirements for an integrated set of Service Management technology
  • How Service automation assists with integrated processes.

Course Methodology

A variety of methodologies will be used during the course that includes:

  • (30%) Based on Case Studies
  • (30%) Techniques
  • (30%) Role Play
  • (10%) Concepts
  • Pre-test and Post-test
  • Variety of Learning Methods
  • Lectures
  • Case Studies and Self Questionaires
  • Group Work
  • Discussion
  • Presentation

Who should attend

IT Managers or Practitioners involved in the strategy, design, implementation and ongoing delivery of business-used IT services. Individuals requiring an insight into Service Management best practice.

Course reviews

Downloadable files