This program focuses on how organizations implement an effective IT Service Management System (SMS) using ITIL 4 principles, ITIL practices, and the requirements of ISO/IEC 20000:2018. Participants will learn how to design, build, operate, and continually improve an ITSM program that delivers value and supports business goals. This is a practical program that guides participants through the steps of ITSM planning, implementation, integration, and improvement.
IT Service Management (ITSM) Implementation
Target Audience
This program is suitable for:
- IT Managers and Team Leaders
- IT Service Delivery Teams
- Service Desk & Operations Teams
- Process Owners and Practitioners
- Quality Assurance Teams
- IT Governance, Risk & Compliance Teams
- Anyone involved in ITSM implementation or improvement
Duration
The program is a 3-day intensive training class.
Method of Delivery
The program provided by Multimatics will be delivered through interactive presentation by professional instructor(s), group debriefs, individual and team exercises, behavior modelling and roleplays, one-to-one and group discussion, case studies, and projects.