Managed Services and IT Service Management (ITSM) Training

Live Online & Classroom Enterprise Training

Managed Services and IT Service Management (ITSM) focus on delivering and managing IT services aligned with business needs using structured processes and frameworks like ITIL. Managed services involve outsourcing IT operations to improve efficiency, reliability, and scalability. Together, they enhance service quality, optimize performance, and improve overall customer experience.

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What is Managed Services and IT Service Management (ITSM) Training about?

This course introduces the principles of Managed Services and IT Service Management (ITSM), focusing on how organizations design, deliver, and optimize IT services. It covers ITIL framework essentials, service lifecycle management, incident and problem management, and strategies for outsourcing and vendor management. Learners will gain practical skills to improve service quality, reduce downtime, and align IT with business objectives.

What are the objectives of Managed Services and IT Service Management (ITSM) Training ?

Understand ITSM concepts and the Managed Services delivery model
Explore ITIL framework and service lifecycle stages
Manage incidents, problems, and change requests effectively
Learn vendor and contract management in Managed Services
Implement continuous service improvement practices

Who is Managed Services and IT Service Management (ITSM) Training for?

IT service managers and coordinators
Managed Service Providers (MSPs) professionals
IT support and operations teams
Business analysts involved in IT service delivery
IT consultants and auditors

What are the prerequisites for Managed Services and IT Service Management (ITSM) Training?

Prerequisites:

Basic understanding of IT infrastructure and services
Familiarity with IT operations and support processes
Knowledge of business process management (helpful)
Interest in IT governance and service frameworks
Experience with any ITSM tool (like ServiceNow) is a plus

Learning Path:

Introduction to Managed Services and ITSM
ITIL Foundation: Service Strategy and Design
Incident, Problem, and Change Management
Vendor, Contract, and SLA Management
Continuous Improvement and Service Reporting

Related Courses:

ITIL 4 Foundation Certification
ServiceNow Fundamentals
Cloud Service Management
IT Governance and Compliance

Available Training Modes

Live Online Training

3 Days

Course Outline Expand All

Expand All

Module 1: Introduction to IT Service Management (ITSM)

Introduction

What is ITSM?

Module 2: ITSM Frameworks and Standards

Overview of ITIL

COBIT Framework

SO-IEC 20000 Standard

Other Relevant Frameworks (VeriSM, MOF, USMBOK)

Module 3: Use Case and Templates

Our Use Case - TechSavvy Solutions

The Templates

Module 4: Service Strategy

Service Strategy

Service Portfolio Management

Financial Management for IT Services

Business Relationship Management (BRM)

Demand Management

Module 5: Service Design

Service Design

Service Level Agreement

Capacity Management

Service Continuity Management

Information Security Management

Service Catalog Management

Module 6: Service Transition

Service Transition

Change Management

Release and Deployment Management

Service Validation and Testing

Configuration Management

Knowledge Management

Service Asset and Configuration Management (SACM)

Module 7: Service Operation

Service Operation

Incident Management

Problem Management

Access Management

Service Desk Function

Event Management

Request Fulfillment

Continual Service Improvement

Measuring and Reporting

Service Improvement Plans

The Seven-Step Improvement Process

Who is the instructor for this training?

The trainer for this Managed Services and IT Service Management (ITSM) Training has extensive experience in this domain, including years of experience training & mentoring professionals.

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