SM-3020: ITSM - Best Practices Online Course

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Course Description: Best Practices Online is a web-based ITSM Foundation course that introduces the student to the fundamentals of IT Service Management as described in the IT Infrastructure Library and the ten-core IT Service Support and Delivery processes. The course is delivered via the internet and presents the ITSM processes along with audio lectures and module quizzes.

Who Should Attend? Senior IT and business executives, IT management and staff, consultants, project managers, sales professionals and others interested in learning about IT Service Management.

Format: Interactive web-based lectures and quizzes. Nominal time for course completion is 9-12 hours. The course is available to the student for 60 days.

Curriculum: The course introduces the learning objects listed below for each of the IT Service Management processes (Incident, Problem, Configuration, Change, Release, IT Service Management, Availability, Capacity, IT Service Continuity, and Financial Management) and Service Desk.

• Activities
• Process Relationships
• Benefits
• Problem Areas
• Critical Success Factors
• Key Performance Indicators

Prerequisites: None

Examination (optional): 1-hour certification examination administered by an independent proctor is administered at the end of the course. Certification is through the EXIN or ISEB.

Reference Material: Online.

Price: Tuition: $495; Optional Certification Exam: $225 (through 06/30/2007)

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