PRE-5: SERVICE MANAGEMENT OPTIMIZATION

The primary goal of IT Service Management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, while maintaining fiscal responsibility through sound IT investments.

If you want to increase the value of your IT services to the business, you should focus first on customer facing processes.

• How to leverage governance, frameworks, standards, and best practices;
• Strategies for successful service levelmanagement;
• How to design and implement business alignedincident management and service request processes;
• Trending analysis and root cause techniquesfor proactive problem management;
• A logical approach to implementing anefficient change management process;
• How to assess the maturity of your servicemanagement processes;
• Develop your Process Roadmap

Who Should Attend

Service Management and support professionals who desire advanced training for designing, implementing, managing, and optimizing these core service management processes:

• Incident Management
• Problem Management
• Change Management
• Service Level Management