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.
Participants 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. They 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.