No previous knowledge is required.
- Application of the procedures for managing problems and incidents.
- Application of support tools for service management.
- Knowledge and application of service level agreements.
- Knowledge of measures to evaluate service level management.
- Application and management of how ICT services are organized.
1. Identification of ICT services
2. ICT Services
3. Processes associated with ICT services
4. The organization of ICT services
5. Staff associated with ICT services
6. Relations with the customer or user
7. Management of the provision of ICT services
8. Measurement of ICT services
9. Reports of ICT services
10. Tools to support ICT services
11. Service Level Agreements
Lectures
Case studies
Resolution of exercises
Exams
Work performed individually
Presentations
Participation in class