Description

Program Overview:

IT service management (ITSM) is the practice of planning, implementing, managing and optimizing information technology services to meet the needs of end users and help organizations achieve their business goal.

In today’s digital age, ITSM has become more crucial than ever. The Covid-19 pandemic has made everyone realize the importance of digital tools and platforms.

Organizations with a robust digital infrastructure were able to sustain the pandemic without facing many hurdles. Online collaborative platforms helped employees stay in touch with their peers and work in a virtual workspace. This has resulted in more responsibilities being shouldered by IT teams within organizations.

As more and more processes are carried out digitally using advanced tools, an organization’s IT infrastructure needs to be managed with utmost precision . Implementing ITSM allows you to align the IT services provided by the professionals with the goals to be achieved by your organization.

In conclusion, ITSM is critical today because it helps organizations optimize their IT infrastructure, improve operational efficiencies, increase staff productivity, reduce risk, and enhance customer satisfaction. It also enables organizations to align their IT services with their business goals and measure their effectiveness periodically

 

Duration:

1 day (8 hours)

 

Learning Objectives of the Program:

• To be able to understand and appreciate the best practices of I.T Service Management thru ISO 20000 Part I and II
• Learn to analyze and determine the current I.T Infrastructure, services and processes to be able to deliver services on part with customer expectations
• Understand how to enhance current practices to meet new and higher demand
• Be able to formulate an IT Service and Security roadmap

 

Who should attend?

CIO, CTO, IT Service Managers, Engineers, IT Service Management Teams, Business Process Management Officers, anyone responsible for IT Services

 

Program Structure and Outline

STRUCTURE:

Presentation materials, Video, Case Scenarios, Exercises and Post Training Quiz

 

OUTLINE:

The World and Current IT Service Landscape

• Current Scenario on IT Service Management
• Global Risk Landscape to IT Service Issues
• Needs vs Expectations of Stakeholders
• I.T Service Management Framework

ISO 20000 Part I and II aligning to ITIL V4

• Service Strategy (Portfolio)

1. 1. Portfolio Strategy
   2. Financial Management
   3. Service Portfolio
   4. Release Management

• Service Design (Product Management)

1. 1. Capacity
   2. Availability
   3. Security
   4. Continuity
   5. Demand
   6. Service Catalogue

• Service Transition (Development)

1. 1. Transition Planning & Support
   2. Service Assets & Configuration Management
   3. Change Management
   4. Service Validation & Testing
   5. Knowledge Management
   6. Deployment Management
   7. Evaluation

• Service Operation (Support)

1. 1. Service Desk Operation
   2. Incident Management
   3. Event Management
   4. Request Fulfillment
   5. Problem Management
   6. Access Management
   7. Application Management
   8. IT Operations
   9. Technical Management

• Continual Improvement

1. 1. The 7 Step Improvement Framework
   2. QMS
   3. Service Management
   4. Service Reporting

 

RESOURCE SPEAKER:

Mr. Kama Neson Ganeson

CORS, CCP, CSAP, PMP, PMI-RM, CLA ISMS & BCMS, ERMP

Course Director and Master Trainer

 

SCHEDULE:

December 10, 2025 (Wednesday) 9:00 AM – 5:00 PM

 

TRAINING FEE PER PARTICIPANT:

Member Institution – Php3,920.00

Non-Member Institution – Php5,040.00

*VAT inclusive

 

REGISTER HERE!