IT Service Management (ITSM)
Core concepts and processes of IT Service Management according to the ITIL framework, covering how service requests are classified, prioritised, and resolved, from first contact at the helpdesk through incident, problem, change, and release management.
Incident Management
Incident management in ITSM: configuration items, categorisation, prioritisation, the incident record, major incidents, and support levels
Problem Management
Problem management in ITSM: the distinction between incidents and problems, problem control, error control, proactive problem management, and key KPIs
Change Management
Change management in ITSM: RFC, change types (Standard, Normal, Emergency), approval bodies (CAB, CIO, EC/ECAB), FSC, CMDB, and PIR
Release Management
Release management in ITSM: executing changes smoothly via Big Bang or Phased rollout, release packages, rollback, virtual machines, and the PIR
Problem Analysis Methods
Key methods for IT problem analysis: the 5-Why method, Ishikawa diagram, DMAIC cycle, and the Cause-Effect matrix
Event Management
The three types of IT events — Information, Warning, and Exception — and how they are managed in ITSM
ITIL
Overview of the Information Technology Infrastructure Library (ITIL): goals, service lifecycle phases, and key processes
Prioritisation in IT Support
The ITIL Priority Matrix (Urgency x Impact) and the Eisenhower Matrix as tools for prioritising incidents and tasks in IT support
Classifying Service Requests
The three types of incoming service requests in ITSM: events, service requests, and incidents — and the role of the helpdesk as SPOC
IT Service Types
Overview of IT service categories, the IMAC/R/D lifecycle, and key ITSM terminology
Service Level Agreement (SLA)
Structure and content of Service Level Agreements (SLAs), Service Level Management, the roles of Service Level Manager and Service Owner, and OLAs