The Certificate in IT Service Management Foundation course provides the student with an introduction to the world of IT Service Management (ITSM) including topics detailing the drivers behind the industry shift from a product to a service delivery orientation, the value of managed services to customers and service providers, and an introduction to the components and concepts that form the basis for managed service delivery. Students will also explore, at a high level, the various standards and frameworks available to support implementation of ITSM and careers within ITSM.
To bridge the gap between theory and practice, Certificate in IT Service Management Foundation course cumulates with a half-day long simulation game in which students apply their new-found knowledge to a real world scenario in order to gain an additional level of appreciation of the value of ITSM concepts in the business environment.
The information presented in this course will provide a suitable foundation for additional study of ITSM frameworks and standards such as ITIL®, COBIT® and ISO standards.
Course and Learning Objectives
- Grain an understanding of the drivers behind increased focus on ITSM within the business environment
- Explore the value of ITSM within an IT organization
- Develop high-level knowledge of the components and concepts that underpin service management
- Raise awareness of the various frameworks and standards that may be used to implement ITSM
Students will be introduced to the foundations of ITSM elements through an interactive approach combining lecture, discussion and participation in exercises drawn from the real world.
The course is delivered in 16 weeks of 2-hour sessions which includes a final exam and certification. The Wall Street simulation exercise will allow students to apply ITSM theory in an easily understood real-world scenario.
16 weeks of 2-hour sessions
Additional reference materials are not required for this course.
There are no pre-requisites for this course, although a basic knowledge if Service Management concepts will be helpful.
IT Professionals, IT Support staff, Application, Project and Business Managers, any member of an IT team involved in the delivery of IT Services and students who wish to gain the knowledge of IT Service Management.