Practical IT Service Management

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Provider

Coursera
Pricing

Paid Course
Languages

English
Certificate

Certificate Available
Effort

13 hours
Sessions

Self-Paced
Level

Intermediate
Subtitles

English

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Overview

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This course offers an in-depth guide to IT service management (ITSM) through the ITIL framework, providing essential skills for improving IT service delivery. It focuses on real-world applications and best practices to align IT services with business goals, ensuring continuous improvement in service management processes. Learners will gain hands-on knowledge to implement key ITIL processes such as incident, problem, and change management. The course helps improve practical outcomes by offering actionable insights to optimize service delivery and enhance operational efficiency. What makes this course stand out is its focus on both theoretical principles and practical implementations. You will explore detailed ITIL concepts while also learning how to apply them effectively in real-world IT service management scenarios. This course is designed for IT professionals, managers, and service desk personnel. While no prior ITIL certification is required, a basic understanding of IT services and operations will be beneficial to fully grasp the course content. This course is based on a book published by IT Governance Publishing. Copyright © Thejendra B.S 2008, 2014. The author has asserted the rights of the author under the Copyright, Designs and Patent Act, 1988, to be identified as author of this work.

Syllabus

Introduction To It Service Management

In this section, we define IT components and IT services, explaining their roles in business operations and the principles of ITIL service management for effective service delivery.

Overview of ITIL 2011

In this section, we explore ITIL 2011 framework principles, service management processes, and key terminology to support effective IT service delivery and real-world application.

The Itil Lifecycle

In this section, we cove service strategy processes, portfolio analysis, and aligning financial and business goals to optimize IT service delivery.

Service Desk Function

In this section, we cover the role of a service desk, its responsibilities, and how it supports customer needs.

Incident Management

In this section, we explore incident management fundamentals, including priority, impact, classification, and lifecycle to improve service reliability and response efficiency.

Problem Management

In this section, we examine problem management processes, responsibilities, and the role of the known error database in resolving complex issues efficiently.

Change Management

In this section, we explore change management processes, RFC components, and best practices to ensure controlled and effective organizational transitions.

Release and Deployment Management

In this section, we explore release and deployment management fundamentals, defining key concepts, explaining R&D management responsibilities, and identifying release types and processes to ensure controlled service transitions.

Service Asset and Configuration Management

In this section, we explore service asset and configuration management, focusing on identifying configuration items, understanding CMDB maintenance, and ensuring effective IT service delivery through structured processes.

Service Level Management

In this section, we explore service level management, focusing on SLA monitoring, incident response analysis, and reporting frameworks to ensure service reliability and accountability.

Service Catalogue Management

In this section, we explore service catalogue management, its components, and its role in aligning IT services with business needs through structured practices and clarity.

Capacity Management

In this section, we explore capacity management, focusing on capacity planning, IT staff ratios, and capacity databases to optimize IT resource efficiency and performance.

Demand Management

In this section, we explore demand definition, management processes, and forecasting techniques to enhance resource planning and decision-making in organizations.

Availability Management

In this section, we examine availability management principles, focusing on defining metrics, implementing processes, and analyzing system reliability for optimal performance and resource allocation.

Information Security Management

In this section, we explore information security fundamentals, identify threats, implement safeguards, and analyze sub-processes to protect data integrity and confidentiality.

Access Management

In this section, we examine access management principles, its responsibilities, and sub-processes to secure systems and prevent unauthorized access.

IT Service Continuity Management

In this section, we explore IT Service Continuity Management (ITSCM) frameworks, business impact analysis, and disaster recovery strategies to ensure operational resilience during disruptions.

Financial Management for IT Services

In this section, we explore IT financial management processes, including cost analysis, budget allocation, and strategic planning to ensure efficient resource use and alignment with organizational goals.

Supplier Management

In this section, we explore supplier management, focusing on aligning supplier practices with customer value through evaluation criteria, performance metrics, and service agreements.

IT Operations Management Function

In this section, we examine how automation affects operational efficiency, analyze workflows for optimization, and explore best practices for IT operations management.

General Tips and Advice for IT Service Management

In this section, we explore practical strategies for IT management, focusing on communication, simplicity, and compliance to enhance efficiency and reduce risks.