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ITSM Awareness: Operations Overview 

    Upcoming Events

Please contact Deep Creek Center for information on scheduling a course.
Course Length
 1 or 2 days


This in-depth, instructor-led training course is a cost-effective and impactful way to introduce an IT operations management and/or support team to the concepts, relationships and benefits of IT Service Management Operations using the ITIL framework. This program can be tailored and integrated to support specific tool implementation walkthroughs or hands-on labs as desired. This course does not attempt to cover all ITIL processes, but focuses on key process areas of general interest to Operations and support teams, and can be customized to any subset of the processes as desired. 

What You Will Accomplish

The one-day “ITSM Awareness and Value” program discusses IT Service Management and its contribution to demonstrable IT service value, and introduces the attendee to the Service Lifecycle and IT Service Management process objectives, activities, relationships, benefits and critical success factors.

Who Should Attend

Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.

Course Outline

ITIL Overview
  • Chapter 1: ITIL and ITSM Scope and Objectives
    • Service Management
    • Intro to Services, Processes, Functions, and Roles
    • Intro to Governance
  • Chapter 2: The Service Lifecycle
    • Continual Service Improvement
    • Service Operation
    • Service Transition
    • Service Design
    • Service Strategy
Service Operation Processes
  • Chapter 3: Incident Management
    • Scope
    • Value to the Business
    • Activities
      • Identification and Logging
      • Categorization
      • Prioritization
      • Diagnosis
      • Escalation (Functional and Hierarchical)
      • Resolution
      • Closure
    • Key Metrics
    • Roles
    • Process Relationships
Service Operation Processes cont’d
    • Chapter 4: Event Management
    • Scope
      • Value to the Business
      • Activities
        • Generation and Notification
        • Detection
        • Filtering
        • Significance
        • Correlation
        • Triggers
        • Logging
        • Auto Response
        • Human Intervention
        • Generating Incidents, Problems, or Changes
        • Closure
      • Key Metrics
      • Roles
      • Process Relationships
    • Chapter 5: Problem Management
      • Scope
      • Value to the Business
      • Activities
      • Managing the Problem
        • Identification and Logging
        • Categorization
        • Prioritization
        • Diagnosis
        • Escalation (Functional and Hierarchical)
        • Resolution
        • Closure
      • Managing the Known Error
        • Generating RFCs
        • Documenting Workarounds in the KEDB
      • Major Problem Reviews
      • Key Metrics
      • Roles
      • Process Relationships
    Service Transition Processes
    • Chapter 6: Change Management
      • Scope
      • Value to the Business
      • Activities
        • Identification and Logging
        • Types of Change
          • Normal
          • Emergency
          • Standard
        • Impact Assessment
        • Change Advisory Board
        • Decisioning and Change Authorities
        • Change Build
        • Change Coordination (with Release, Testing, and Config)
        • Post Implementation Review
        • Change Closure
      • Key Metrics
      • Roles
      • Process Relationships
    • Chapter 7: Configuration Management
      • Scope
      • Value to the Business
      • Activities
        • Configuration Planning
        • Identification (establishing Attributes and Configuration Models)
        • Control
        • Status Accounting
        • Verification and Audit
      • Key Metrics
      • Roles
      • Process Relationships


    Please contact Deep Creek Center for information.
    It is only a solution if it produces the desired results.