IT Service Management Training

IT departments primarily have been self-contained entities that were focused strictly on running operating systems, mainframes, and min-computers, fixing desktop computers and maintaining other IT equipment, or developing in-house software. ITIL has been criticized on several fronts. The Service Support ITIL discipline is focused on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions.

ITSCM focuses on the IT services required to support the organizations critical lines of business. A minor upgrade or release usually supersedes all preceding emergency fixes. IT Service Management Training The PRINCE2 process consists of three sub-processes and these cover the way in which a work package should be accepted, executed and delivered.

Single Point of Contact (SPOC) and not necessarily the First Point of Contact (FPOC) is useful. Service Level Management ensures that arrangements are in place with internal IT Support Providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs).

The objectives of the Service Manager Level certification are to plan the ITSM processes, and support the optimization of those processes.