Objectives and outcomes
Students are acquainted with the processes and best practices of IT service management. Upon completion of the course, they will be able to understand and apply procedures, techniques and frameworks from the best practices of IT service management.
Lectures
Introduction to service management. Service and quality. Service strategy, service design, implementation of services, management of operations, a phase of constant improvement and progress. Management of incidents-registration, tracking and resolution of incidents in the shortest possible time. Management of problems – identifying and solving problems at the user’s location using the company’s knowledge base and a detailed history of similar problems. Change management – proactively applying for changes, managing ongoing changes and notifying the responsible people about the changes made. Version management – planning software revisions, changes and additions, as well as their interactive monitoring. SLA management – SLA (Service Level Agreement) arrangements for the provision of external IT services. Management of IT configuration – the management of the existing IT infrastructure. Working frameworks: ITIL, IBM Tivoli Unified Process, Microsoft Operations Framework, ISO/IEC20000.
Practical classes
Introduction to ITIL (Information Technology Infrastructure Library) v4. The dimensions of service management. Organizations and people. Information and technology. Partners and suppliers. Tables and table-level restriction. Querying one or multiple tables. Input forms with subforms. Reports and subreports. Macros. Menus and control panels. Variables and constants. Operators. Management structures. Referencing. Modules and procedures. Functions.