IT Service Management and Support

What this subject covers

Lesson topics

1. What Is IT Service Management (ITSM)?
2. ITIL: A Widely Adopted ITSM Framework
3. Services and Value: What ITSM Is Actually Trying to Deliver
4. The Service Desk: The Primary Point of Contact
5. Incident Management: Restoring Normal Service Quickly
6. Problem Management: Addressing Root Causes
7. Change Management: Controlling Risk During Change
8. Service Request Management: Handling Routine Requests
9. Service Level Agreements (SLAs) and Expectations
10. Configuration Management and the CMDB
11. Asset Management: Tracking IT Investments
12. Knowledge Management: Capturing and Sharing What Is Learned
13. Continual Improvement: ITSM as an Ongoing Practice
14. Measuring ITSM Performance: Metrics and KPIs
15. IT Governance and ITSM
16. Service Level Management: Ongoing Relationship, Not a One-Time Document
17. Supplier and Vendor Management in IT
18. IT Service Continuity and Disaster Recovery
19. Automation and Self-Service in ITSM
20. ITSM Tools and Platforms
21. The Role of Communication in Service Management
22. ITSM in Small Organisations vs Large Enterprises
23. Emerging Trends in IT Service Management
24. Careers and Roles in IT Service Management
25. Bringing It Together: Delivering IT as a Genuine Service