IT Service Management

IT Service Management (ITSM) is a set of IT Disciplines that alignes the people and the processes of an IT organization to their customers and end-users. The primary benefit of ITSM is a significant improvement in IT operations.

Classes are held at the Business & Industry Institute (in the Downtown Center) at 145 N. Centennial Way, Mesa, in partnership with CCS Incorporated, leader in IT Professional Development.

ITIL Fundamentals Course
ITIL Managers Course

• The ITSM Fundamentals Course provides an introduction and overview to all of the disciplines of ITIL (IT Infrastructure Library). The student gains terminology and processes that define the best practices for data center operations. These practices play a leading role in the development of centers of excellence within IT operations. The curriculum will provide the participants with the necessary information and concepts to achieve the ITIL Foundation certification.
• Please contact us for more information on the course and start dates.

• Prepares the student to successfully pass the ITIL Foundation certification exam. Learn the definition of Service Delivery and Service Support. Learn the Mission Statements for ITIL Learn the standard terminology for ITIL Understand the Basic Concepts for ITIL Understand Process Overviews for ITIL
• Understand the Roles and Responsibilities involved with ITSM Course Content

• Departmental and Customer Communications regarding IT Customer Relationship Management Essential ITSM Concepts and Processes Overview and functioning of IT Infrastructure
• Tools of process reports and audits

The IT Service Management, Manager's course provides the student with in-depth training on IT Infrastructure Library (ITIL) best practices and leads to the ITIL Manager's certification (certification is through the Information System Examination Board - ISEB).

The course covers the 10 ITIL methodologies:

• Service Level Management
• Capacity Management
• Availability Management
• Continuity Management
• Finance Management
• Incident Management
• Problem Management
• Change Management
• Release Management

Configuration Management

The training is designed for IT professionals who face the challenge of Improving quality of services while at the same reducing costs.The course covers detailed practical guidance on the design and management of the ITIL Services Framework for the IT environment. Taught by top professionals in the industry, students develop strategies for maturing organizations through the ITIL model and learn the critical aspects of IT operational management.

• Price: TBA   Date: call (480) 461-6230 for schedule

• Prepares the student to successfully pass the ISEB Managers exam Learn the definition of Service Delivery and Service Support Learn Mission Statements for ITIL Learn the standard terminology for ITIL Understand the Basic Concepts for ITIL Understand Process Overviews for ITIL
• Understand the Roles and Responsibilities involved with ITIL Course Content

• Departmental and Customer Communications regarding IT Customer Relationship Management Essential ITSM Concepts and Processes Overview and functioning of IT Infrastructure
• Tools of process reports and audits