IT Service Management Essentials

An Exciting New Certification Course Offering!

Working together with Professional Designations Corp (PDC) and industry experts, Pink Elephant is excited to introduce a new and VERY meaningful certification course – truly unique to the IT industry.

This course gets down to the “nitty gritty” of IT service management. Using Pink’s extensive 40 years of history with IT service management, the course content includes a real-life and very practical view of the important elements your IT organization needs to consider to effectively manage its core ITSM processes.

There is no other IT service management certification course like this that exists today...

COURSE OVERVIEW

This certification course provides IT professionals with the essential knowledge required to understand IT service management as a quality system, and for ensuring IT services are provisioned and supported to high standards of effectiveness, availability, reliability - producing meaningful and expected results.

Pink Elephant consultants are proud to be among the industry’s experts who were asked to contribute to the certification content. Our close to forty years of history helping IT organizations all over the world understand and implement IT service management practices is unparalleled.

The three-day course focusses on IT service management as a quality system (see below) addressing the major components of: how IT strategy aligns with business strategy; the subset of 10 core operational & tactical processes that are universal to all IT organizations; the underpinning processes involved with continual service improvements - enabling IT organizations to add ever-increasing business value.

The content-rich course includes meaningful exercises and provides extremely helpful, consultative, and practical guidance for managing the core IT service management processes included below. Attendees will leave the course with details they can start using right away back at work.

1. Incident Management
2. Change Management
3. Request Management
4. Problem Management
5. Configuration Management
6. Service Level Management
7. Service Catalog Management
8. Release and Deployment Management
9. Asset Management
10. Business Relationship Management

LEARNING OBJECTIVES

Upon successful completion of the course, attendees will understand:

• What it really means to align IT and business goals and objectives
• How IT service management enables business value
• The components of a process: inputs, throughputs/activities, outputs, metrics, and key interdependencies
• Why it’s important for IT professionals to understand “process management”
• The IT service management quality system and its components: Direction, Execution (IT Relationships, IT Services, IT Support, IT Changes), Results, CSI
• The 9 building blocks/components for establishing and managing the ten processes/capabilities above including: 1) Purpose/Objectives; 2) Policies; 3) Terms and Definitions; 4) Input/Outputs; 5) Activities/Throughputs; 6) Roles and Responsibilities; 7) KPIs; 8) Process/Capability Integration; 9) Technology
• Operational IT metrics versus business metrics and why it’s important to differentiate
• Six Sigma’s DMAIC cycle of continual improvement (Define, Measure, Analyze, Improve, and Control) and its use as a data-driven quality strategy used to improve processes
• How to assess the effectiveness of core processes like incident, problem and change management, etc.

WHO SHOULD ATTEND?

This certification course is suitable for anyone working in IT or in roles that interact with IT. IT teams will find the knowledge gained from this certification to be internationally recognizable with familiar terms and concepts used by supplier organizations including ITSM software services providers. Additionally, candidates whose organizations are seeking ISO/IEC 20000 certification will find this certification a compatible and valuable introduction to the standard.

PREREQUISITES

There are no prerequisites for this certification course.

EXAM & CERTIFICATION

The exam is offered through Professional Designations Corp (PDC) and to obtain certification, attendees must write and pass the exam as follows. The exam is included in the course fee and will be ordered for you by Pink Elephant.

• Duration: 60 minutes
• Questions: 40 multiple-choice questions; closed book
• Pass Mark: 65% (26 questions correct out of 40 questions)
• Supervised: Yes
• Format: Online

COURSE E-MATERIALS

Material for this course will only be provided as downloadable soft-copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can only use the files under the Pink Elephant Terms of Use.

MULTIPLE OPTIONS FOR HOW YOU CAN ATTEND THIS COURSE

If you would like more information on any of the options below, please call us at 1-888-273-PINK, email us at info@pinkelephant.com, or ask your questions via our convenient Chat window at the bottom-right corner of this page.