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ITSM Practices
ITSM (IT Service Management)
9 Sections
9 Lessons
1 Quiz
10 Weeks
Curriculum
9 Sections
9 Lessons
10 Weeks
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Introduction to IT Service Management
1 Item
1.1
What ITSM Is and Why It Matters
Incident Management
1 Item
2.1
Incident Management: Restoring Service Fast
Problem Management
1 Item
3.1
Problem Management: Finding and Removing Root Causes
Change Management (Change Enablement)
1 Item
4.1
Change Enablement: Controlling Risk Without Blocking Delivery
Service Request Management
1 Item
5.1
Service Request Management: Fulfilling What Users Ask For
Service Level Management (SLM)
1 Item
6.1
Service Level Management: Setting and Meeting Expectations
Service Desk Operations
1 Item
7.1
Service Desk Operations: The Front Door to IT
Knowledge Management
1 Item
8.1
Knowledge Management: Capturing and Reusing What Teams Learn
Continual Service Improvement (CSI)
2 Items
9.1
Continual Service Improvement: Making Improvement Routine
9.2
ITSM Final Knowledge Check
9 Questions
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