IT Service Management Online Course

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UPDATED: August 7, 2019

Beginner

Learn essential service management skills with this entry-level ITSM training by Keith Barker. Understand service management concepts, the service value system, governance, and continual improvement. Perfect for onboarding project managers, team training, or as a reference resource. Enhance your IT and business strategy skills with this comprehensive service management course.

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What you'll learn

Understanding of service management concepts
Creating and co-creating value
Identifying providers, consumers, other stakeholders, and their relationship to products and services
Integrating information and technology to company objectives
Progressing iteratively with feedback
Collaborating and promoting visibility
Managing organizational change
All aspects of change, problem, and process management

FAQs

What is service management? What is an IT service?

In IT, a service is a set of related IT activities that help an organization achieve specific business objectives. Service management is an IT discipline aimed at planning, delivering and improving IT services for an organization and its customers. Those are broad definitions, but essentially what it means is that IT services are all the technology tools of an organization and service management is making sure they're correctly identified and perfectly executed.

What does it mean to define a service management system?

Defining a service management system is one of the earliest steps in the process of creating a structured approach to planning and optimizing an organization's IT services. When there's no plan in an organization for building a structured approach to IT services, decisions about IT can become inefficient, expensive, and misguided. Defining a service management system involves outlining processes, roles, responsibilities and objectives for IT service management in an organization.

What is ITIL and what does it have to do with service management?

ITIL stands for the Information Technology Infrastructure Library. ITIL is a globally recognized framework for IT service management. Companies and organizations who ascribe to the ITIL approach use its best practices and guidelines for planning, designing, delivering and improving IT services to meet their organizational needs. ITIL's main emphasis is aligning IT services with organizational and strategic goals. ITIL also maintains an array of service management certifications for IT professionals.

Who needs to know how service management works?

Learning service management and earning a certification from a group like ITIL can help the careers of IT professionals with a range of different responsibilities. IT managers, or anyone who oversees IT operations should understand how to ensure that IT services align with business objectives. IT service desk personnel and managers who need to ensure timely resolution of user issues rely on service management, as do business analysts and even project managers.

What are the 4 Ps of service management?

The essential elements of IT service management are often summarized as the 4 Ps: People, Processes, Products and Partners. People refers to the individuals who are actually delivering and supporting IT services. Processes are the repeated best practices and workflows for effective management. Products are referring to technology, tools and resources that enable IT service delivery. Partners is in reference to any external collaboration entity used to deliver IT services.

Who is this for?

This service management training is considered manager-level training, which means it was designed for project managers. This values and services skills course is valuable for new IT professionals with at least a year of experience with service management and experienced project managers looking to validate their skills.

What our learners say

Awesome, Top notch, I am super excited and thankful for CBT Nuggets. I am starting to get addicted to CBT Nuggets. I hope that there's no cure!!!
Mike M. | CBTN Learner
Practice exams help you have an overview of your readiness. If you have failed a couple questions in one area, you can go back and work on them.
Harold M. | Network Administrator
This is the gold standard of video training. You always hear in grade school or college that the best teachers are the ones who are passionate in their field. The CBT Nuggets team are extremely passionate and get you motivated for the material.
Michael J. | IS&T Major Incident Manager

Study plan

Download the free IT Service Management Online Course study plan to complete this course in about 5 hours.

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