About this Course

IT Service Management focuses on best practices in managing IT as a service and in providing the necessary IT support to users. This course will cover ITIL (IT Infrastructure Library) foundation, an international framework of best practices for IT Service Management and how it can be applied in IT support to the users eg. via the Helpdesk. In the course the students are introduced to Service Management Practices, principles and concepts. Class Exercises and Workshops are used extensively to reinforce the students’ understanding and practice of the concepts in relation to user support function. On completion of this course, participants would be able to: • Understand service management as a practice • Understand the service lifecycle • Understand the key principles and models in service management • Be aware of the key concepts, processes, roles and functions • Be able to apply the above in IT service situations esp. user support function

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