ITSM Foundation

Overview

This course presents the key concepts of ITSM: the service lifecycle, incident, problem and change management, and the service catalogue, with a focus on customer value.

Objectives

• Understand the notion of service and customer value
• Place the main ITSM processes in context (incidents, problems, changes)
• Understand the role of a service catalogue
• Understand the principles of continual service improvement

Target audience

IT technicians and managers, project managers, or anyone who wants to understand the fundamentals of IT service management.