Practical IT Service Management Foundations
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Practical IT Service Management Foundations

Learn the best practice approach that fuelled over fifty IT Service Management implementations around the world.
4.0 (1 rating)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
25 students enrolled
Created by Wilko Van De Kamp
Last updated 4/2017
English
Price: $200
30-Day Money-Back Guarantee
Includes:
  • 3 hours on-demand video
  • 2 Articles
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Understand background and context of Service Management processes.
  • Implement and improve service management processes, sustainably
  • Understand the Service Delivery processes.
  • Understand the Service Support process set and have a practical understanding to implement or improve these processes within your organization.
  • Use a practical, usable approach to service management directly in your organization.
  • Have a proven take on Service Management that actually works.
View Curriculum
Requirements
  • This course has no no prerequisites. No materials or software are needed for you to benefit from this course.
Description

This Service Management course teaches you my best practice ITSM approach. As a management consultant, I've completed over fifty ITSM implementations around the world. This course gives you the theory behind industry standard service management processes. I'll also equip you with a practical context to apply these skills in your career. You'll be able to implement and improve service management processes, sustainably! This course is my proven, best practice approach on service management processes.

Are you done with overpriced Service Management courses? Others might charge you a tenfold of the tuition rates for my class.

Research shows that about 75-85% of all corporate projects fail. Projects either complete over budget, much later than planned, or didn't complete at all. Hiring and firing temporary, external and expensive expertise through a consulting firm doesn't bring the sustainable results we're after: once the consultant leaves the knowledge often leaves as well, leaving you to gradually regress to square one.

This course will teach you all the basics you need to know about managing service in your organization. Knowing the best practise approach that fuelled over fifty Service Management implementations around the world will not only give you the background and context you need: you'll leave with the tools you need and a proven approach on how to use them to implement and improve your service management processes, sustainably!

Using a case study we'll introduce all these best practice processes. With the principles from this course you can start to establish a service baseline within any service organization. You'll also come equipped with best practice implementation ideas that will provide you with practical guidance to take the service levels and process understanding within your organization to the next level.

Who is the target audience?
  • This is a Service Management Awareness Course (not a Certified ITIL Foundation course). Our main goal is not to get you past the Foundation exam, but instead you'll learn a practical, usable approach to service management that you can directly use in your organization.
  • The material is aimed at Service Management beginners or as a refresher course for intermediates. This is not an expert level training program.
  • The course is based on service management principles that I've implemented at over 50 client sites worldwide. This is my proven take on Service Management that actually works.
  • This is a practical course with lots of theory, that I've made affordable and fun instead of the typical Service Management classes which are often expensive, long and sometimes even boring.
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Curriculum For This Course
26 Lectures
02:55:46
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A personal welcome
2 Lectures 03:44
What is this course?
01:03

A personal welcome message from your instrcuctor, and an overview of the objectives for this course.

Preview 02:41
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Introduction to this Service Management course
3 Lectures 15:49

Welcome to this online IT Service Management course. In this module we'll explain what this course is, how it works, what you can expect and what you will have learned by the end of the program.

Preview 02:59

Learn about the common language used in this course, and in Service Management. The principles discussed in this module will be referred to throughout the entire course.

Preview 12:25

Throughout this course we'll be using a fictitious hotel as a case study to further understand the various processes in a non-IT environment.

Introduction Case Study
00:25

Test your knowledge after watching the first section of this course

Service Management Quiz
5 questions
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Service Delivery
6 Lectures 01:06:15

Service Level Management is the process of negotiating, defining, measuring, controlling and improving the quality of IT services for justifiable costs.

We'll discuss the activities that are part of this process, involved documents, performance indicators, and more.

We'll end the lecture with a case study example.

Service Level Management
14:58

Availability Management is the process that ensures the proper use of resources, methods and techniques in order to attain an agreed-upon optimal availability of IT services (for justifiable costs)

Availability Management
10:46

Capacity Management is the process that, based on the performance agreed-upon with the client, ensures an optimal use of IT resources for acceptable costs.

Capacity Management
07:01

IT Service Continuity Management is the process that is necessary to deal with and survive calamities within the IT services in order to be able to continue the business.

Continuity Management
10:14

The Financial Management process facilitates a cost-effective management of IT resources necessary for providing IT services. For this purpose it is required to fully explain costs of IT services and relate them to independently delivered IT services.

Financial Management
10:12

Meet security requirements in the SLA and external requirements such as legislation or policy.

Security Management
13:04

Test your knowledge of the support processes in the Service Delivery set

Service Delivery Quiz
10 questions
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Service Support
6 Lectures 48:19

The service desk aims to provide support to the agreed services by guaranteeing accessibility of the IT organization and by running a number of supporting activities.

Service Desk and Service Delivery
04:19

Responsible for restoring service to the normal level as defined in the SLA as soon as possible,with minimal impact on business.

Incident Management
13:05

Problem Management aims to minimize the impact of incidents and problems and prevent recurring incidents by finding errors in the IT infrastructure.

Problem Management
06:17

Providing accurate information and documentation about the infrastructure, for the benefit of supporting other processes.

Configuration Management
14:55

Change Management focuses on gaining control of the process of change and aims to reduce the changed-related faults.

Change Management
06:03

Managing and distributing software and hardware versions in use and supported by the IT department, to meet the required level of service.

Release Management
03:40

Test your knowledge of the service support processes.

Service Support Quiz
13 questions
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Wrap Up - Putting it all together
8 Lectures 41:09

The question I'd like to ask is: Do YOU know if your customers are happy? Is your team working efficiently? Have you set your goals for future improvement and are you on your way reaching them?

Putting it all together
09:07

Instead of finding everything out yourselves and trying to be perfect from the start, I  suggest to keep things simple and take a look at how other companies are dealing with the same issues. With help of my service management best practices, IT (as well as non-IT) departments can enjoy significant improvements in efficiency and effectiveness. Use these guidelines to get started today.

How to manage your service?
02:46

This lecture discusses the components responsible for the quality of the service you provide to your customers. If you deliver good quality, your customers tend to be happy. Or, in a worst-case-scenario: if you do no deliver good quality service, your customer won’t be happy with you. But how do you know?

What is service?
06:51

Let’s have a look at two examples outside our daily work area: service management at ski resorts, and a hamburger restaurant. What do they have in common?

Thinking out of the box: two unusual examples
03:12

IT and Service Desks have a lot in common with the previous two "unusual" examples. This asks for a change in processes and technology. 

Implementing service management
10:37

A simple registration process will give a wealth of information – automatically collected in the background while you’re working. However, reporting is never an end result.

Reporting: a wealth of information
03:36

What have we reached with our reporting insights? What are our objectives for the future?

The next steps
03:00

Homework - how to put the things you've learned in this course into practice.

Homework and goodbye
02:00
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Bonus resources
1 Lecture 00:29
A final thank you a complimentary copy of my book for you
00:29
About the Instructor
Wilko Van De Kamp
3.2 Average rating
27 Reviews
4,307 Students
9 Courses
International Consultant, Bestselling Author, Photographer

WILKO VAN DE KAMP is the author of #1 international best seller “The Freedom Project“. He's also an award-winning photographic artist, and professional world traveler. His inspiration comes from traveling all over the world. He calls the Canadian Rocky Mountains his “home", and the rest of the world his “office". He has been capturing our wonderful planet, and it's beautiful inhabitants, for more than half his life. Wilko has spent his life traveling the world to capture awe-inspiring images for those who wouldn't see them otherwise – and to inspire others to embark on their journey of a lifetime. Through his art, writing and appearances as a keynote speaker he enjoys sharing his colorful experiences with the world.