Service Management

Delivering quality depends on service management. This section shows the relevance and implementation of industry standards likeITIL as applied in real live environments using world-class products. Hands-on exposure includes tracking service requests, analyzing and recognizing patterns in incident management. IT asset management and portfolio management are also part of the syllabus. Project management will be dealt with in detail with integration to IT Governance. Seamless IT service management will ensure the cost-effective and strategic deployment of IT resources.

Service Level Management

• Integrated Database
• Service Aware
• Network and System Management
• Integration
• Leverage Existing Knowledge

Service Delivery

• Automated software distribution & packaging process
• Software, distribution and policy groups
• Automated os installation management
• Software distribution system security
• Service Support customization using HTML,JavaScript, Spel, & Crystal Reports

Portfolio and Project Management

• Clarity Portfolio
• Project
• Resource
• Capacity Planning
• Process Studio Integration

IT Asset Management

• Budgeting and Forecasting
• Ensuring License Compliance
• Financial Management
• Accurate Asset Inventory
• Vendor and Contract Management
• Improving Decision Support
• Automating Processes and Interfacing with Business Systems

Module Objective:

• Understand importance of IT Governance.
• Deploy service desk solutions
• Create and use Portfolios
• Design and create Processes