Syllabus
Chapter 1. Reference frameworks for ICT services management
- Best practices in ICT service management
- Applicable methodologies in ICT service management
- Standards for the ICT services management
Chapter 2. Definition of value and service
- Role of the ICT unit in ICT management
- What are the services?
- What does it mean to manage ICT services?
- The importance of a good management of ICT services
- The value of service management in the company
Chapter 3. Organizational structures
- Features
- Departmental structures
- Processes
- The service life cycle
Chapter 4. Service management through ITIL
- The new model proposed by ITIL. Comparative analysis
- Relation with DevOps, Agile and Lean
- The guiding principles
- The service value system
- The service value chain
Chapter 5. Service management through ITIL
- Presentation of some significant practices of the ITIL model
Chapter 6. The transformation projects
- The role of the manager / person in charge of the services and other key agents
- Common conflicts of service provision, expectations management and communication
- Key documentation (internal / for the client - of processes, services, etc.)
- Key aspects in the daily life of ICT services
Chapter 7. ITIL 4 Foundation Certification