IT Service Management
IT Service Management (ITSM) is an approach to design, deliver, manage, and improve the way information technology (IT) services are provided to an organization. The goal of ITSM is to ensure that IT services align with the needs of the business and facilitate the achievement of business goals. ITSM involves a set of practices, processes, and tools that help organizations efficiently and effectively manage their IT services.
IT Service Management Tools
ServiceNow:
- Key Features: Comprehensive ITSM suite, including incident management, change management, problem management, asset management, and a service catalog.
Jira Service Management:
- Key Features: Incident management, problem management, change management, and service request fulfillment. Integrates well with Jira Software for collaboration.
Zendesk:
- Key Features: Incident management, problem management, change management, and a user-friendly interface. Suitable for a customer-centric approach to ITSM.
BMC Helix ITSM:
- Key Features: Incident management, problem management, change management, asset management, and service request fulfillment.
Cherwell ITSM:
- Key Features: Incident management, problem management, change management, and a customizable platform known for flexibility.
Freshservice:
- Key Features: Incident management, problem management, change management, asset management, and a service catalog. Designed for simplicity.
Microsoft Endpoint Manager:
- Key Features: Endpoint security, configuration management, and patch management. Integrated solution within the Microsoft ecosystem.
Ivanti Service Manager:
- Key Features: Incident management, problem management, change management, asset management, and automation capabilities.
SolarWinds Service Desk:
- Key Features: Incident management, problem management, change management, asset management, and service catalog. Cloud-based solution for small to medium-sized businesses.
Remedyforce (by Salesforce):
- Key Features: Incident management, problem management, change management, and integration with Salesforce CRM.
SysAid:
- Key Features: Incident management, problem management, change management, asset management, and a knowledge base.
ManageEngine ServiceDesk Plus:
- Key Features: Incident management, problem management, change management, asset management, and a service catalog.
TOPdesk:
- Key Features: Incident management, problem management, change management, and service request fulfillment. Suitable for IT, facilities, and HR service management.
EasyVista:
- Key Features: Service management platform with incident management, problem management, change management, and automation.
Itilite:
- Key Features: ITSM platform with incident management, problem management, change management, and asset management.
IT Service Management Syllabus
Introduction to IT Service Management
- Overview of ITSM and its importance
- ITIL (Information Technology Infrastructure Library) framework
- Key ITSM concepts and terminology
ITSM Processes
Incident Management:
- Definition and objectives
- Incident lifecycle and process flow
- Key performance indicators (KPIs)
Problem Management:
- Definition and objectives
- Problem lifecycle and process flow
- Root cause analysis
Change Management
- Definition and objectives
- Change lifecycle and process flow
- Change advisory board (CAB) and change models
Service Level Management
- Definition and objectives
- Service level agreements (SLAs), service level objectives (SLOs), and service level indicators (SLIs)
- Key performance indicators (KPIs) for service level management
IT Asset Management
- Definition and objectives
- Asset lifecycle management
- Configuration Management Database (CMDB) and its role
ITSM Tools
- Overview of popular ITSM tools (e.g., ServiceNow, Jira Service Management)
- Tool selection criteria and implementation considerations
- Practical hands-on exercises with a selected ITSM tool
IT Service Continuity and Availability Management
- Definition and objectives
- Business impact analysis (BIA)
- Risk assessment and management