As an IT specialist, you have to understand my work area within the range of tasks of all IT services (IT Services) in order to be able to bring targeted and sustainable good results. This also requires knowledge of the orientation and control of IT tasks in the context of IT service management (ITSM). This knowledge is an additional key to your own career.
The ITSM Practitioner seminar aims to teach a basic understanding of IT service management. It is intended to convey the essential knowledge so that practitioners can locate themselves with their work in the context of a service management system and its controlling processes. IT Service Management (ITSM) focuses on delivering efficient IT services that meet customer, business and business needs.
Content This seminar provides the basic knowledge about the general tasks of IT to provide and continuously improve IT services for daily work. It aims to impart the practical tasks and goals that an IT service management system (IT-SMS) has to fulfill. The general tasks (processes and practices) are explained on the freely available (Creative Commons licenses under www.fitsm.eu) FitSM framework. FitSM provides a pragmatic and workable approach to implementing IT service management and can be considered the lowest common denominator of all known ITSM frameworks. Therefore, it is very suitable for providing a solid basic knowledge of what constitutes an IT-SMS to control the IT service management.
Based on this, the standard ISO 20000 and the ITIL Edition 2011 and ITIL 4 as well as COBIT frameworks are explained and related. On this basis, the participants are able to prescribe their daily tasks as part of their organization-specific IT-SMS and thus make a valuable contribution. The seminar concludes with an official certification exam for the "itedas ITSM Practitioner" with which the participant can prove his acquired knowledge. Unlike traditional certification exams, the questions do not revolve around merely "recognizing" terms, but rather understanding the context in practice.
Target Audience All those who want to understand what is needed to deliver IT services in the field. Pre-conditions: none