About this course
Extensive research has consistently shown that ITSM is fundamental to businesses, enables transformation and helps organizations realize value. Many organizations invest heavily in adopting and adapting ITSM Best Practice into their business practices and upskilling their workforce with ITSM Best Practice qualifications.
ITSM Best Practice will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale. The Fourth Industrial Revolution is marked by emerging technology in fields including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things (IoT), 3D printing, autonomous vehicles and much more.
ITSM Best Practice provides a practical and flexible basis to support organizations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources, adopt emerging technologies into their IT operations to compete within the complex modern landscape.
Who should attend?
The target audience for this course and qualification are:
- Individuals at the start of their journey in Service Management
- ITSM Managers and aspiring ITSM Managers
- Individuals working in other parts of IT (digital, product development) with strong interface with service delivery
- Existing ITSM Best Practice qualification holders wishing to update their knowledge
Course Benefits
On completion of this course, the following learning outcomes will be achieved
- Understand key service management concepts
- Understand how the ITSM Best Practice guiding principles can help an organization adopt and adapt service management Understand the four dimensions of service management
- Understand the purpose and components of the ITSM Best Practice service value system Understand the activities of the service value chain, and how they interconnect
- Know the purpose and key terms of selected ITSM Best Practice practices with focus on key
selected practices
Course Contents
Understand Key Concepts of Service Management
• Service Management
• Service and relationship with Value, Outcome, Cost and Risks
• Service Consumers, Service Providers, Users, Customer
• Understanding Nature and Components of Value
• Value Co-Creation
• Understanding Service Relationships
ITSM Best Practice Guiding Principles
• Focus on Value
• Start Where You Are
• Progress Iteratively With Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep It Simple and Practical
• Optimize and Automate
ITSM Best Practice Service Value System
• Four Dimensions of Service Management
• Components of the Service Value System including Value Chain, Governance and Practices
• Value Chain Activities within the Value System
ITSM Practices
• 3 Categories of ITSM Practices
• Purpose and detailed look at selected Practices (including):
• Incident Management
• Problem Management
• Change Control
• Service Level Management
• Continual Improvement
• Service Request Management
• Service Desk
• Information Security Management
• Relationship Management
• Service Configuration Management
• Supplier Management
Training info
Duration: 3 Days
Language: Conduct in Thai
Date: Jun 18 – 20, 2025
Time: 9.30 am. – 16.30 pm.
Venue: ACinfotec Training Center
16th Fl., Asia Centre Bldg., South Sathorn Rd.
Training Fees: Please call
Tel. 02 670 8980-3 ext.304, 305
E-mail.[email protected]