The growing realization that IT management cannot be purchased out-of-the-box has led to increasing interest in IT operational processes. Various standards, such as the IT Infrastructure Library (ITIL) and the Controls Objective for Information and Related Technology (COBIT) standard, are used extensively in Europe and have gained wide acceptance as comprehensive methodologies for improving the effectiveness of IT Service Management (ITSM). Implementation of a robust IT management infrastructure is as much an exercise in organizational change as it is a technology implementation. Operational capability is therefore acquired in an evolutionary manner, over time, through the application of a continuous improvement methodology that addresses the combination of people, process, and tools components. We define operational capability as: “The combination of people, process, and tools that provides an organization with the ability to deliver IT services to an agreed upon service level in a predictable fashion with acceptable risk and cost.”
The scope of this course is to present the IT management framework by covering all three aspects of it (People, Process and Tools). This course will study IT service management from an integrated and holistic viewpoint, providing the participants with a usable map of this complex field.
The main objective of the course is to share practical knowledge. In order to achieve this, we will need to establish strong interactive sessions by bringing into the class real examples and field experiences.