Establishing Service Management for ITaaS

About this Course

IT organizations are being challenged to operate as effective and efficient IT service providers as part of the transformation to IT-as-a-Service (ITaaS). This requires the adoption of a comprehensive service management structure and repeatable processes for delivering agile, transparent, and value-based services across traditional IT silos. A well-defined service management plan includes the new roles required, improves productivity, adopts orchestration and automation to streamline delivery, and optimizes costs to meet business needs. 

You will gain an in-depth knowledge of the critical roles and strategies for establishing a service management front office to support the development of services. You will also review the foundational back office processes to understand the operational framework necessary to support the delivery of services. Throughout the course, lab exercises, case studies, and real world examples will reinforce concepts of service management design and implementation.

Audience Profile

Indviduals responsible for the design, development, and implementation of a services management strategy within their organization, including:

• Business managers and delivery/IT operations managers
• Business consultants and process analysts
• Service management teams, cloud administrators, and line of business (LOB) managers

Course Content

• Service management business drivers and benefits
• ITaaS transformation program planning and outcomes
• Service management terminology and lifecycle
• Apply a practical approach to the phases of the service lifecycle from a front and back office perspective
• Measures of success and plan for the future