Training agenda

 

  1. Repeat the most important advanced level knowledge on (lightweight) ITSM
  2. ITSM-related frameworks and standards
  3. Understanding the organisational context of implementing ITSM (including federation structures and scope setting)
  4. Leadership and governance (including top management responsibilities, governance practices, effective communication and organisational change management)
  5. Planning and implementing ITSM (including service management planning, service design and transition and effective documentation)
  6. Monitoring, reviewing and improving ITSM (including capability & maturity assessment, key performance indicators, managing an audit program and conducting audits)