Course : ITSM, IT service management, discovery
Synthesis course - 1d
- 7h00 - Ref. IGL
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 | Identify the benefits of an ITSM "best practices" approach to service management and IS governance |
| Understand ITSM terminology and concepts |
| Understanding the added value of ITSM best practices |
Intended audience
All IT service stakeholders: IT and business departments. IT and sales consultants working in an ITSM environment.
Prerequisites
No special knowledge required.
Practical details
Teaching methods
Presentations, group discussions, interactive exchanges.
Course schedule
1 The practice of service management
- IT service management and best practices[?
- ITSM philosophy and key concepts.
- Service management and information systems governance.
- Definitions: service, utility, warranty, customer, user, sponsor and service management.
- Concepts related to the co-creation of value by services: cost, value, result, deliverables and risks.
- Relationship concepts: service offering, relationship management, service provision and service consumption.
Group discussion
Discuss the ITSM approach, its philosophy and main concepts.
2 The main principles guiding organizations
- Approach and main principles.
- The 7 principles guiding organizations.
- Description of the nature, use and interactions of the 7 principles.
- Focus on value. Start where you are.
- Progress iteratively with feedback. Collaborate and be transparent.
- Think and work holistically. Keep it simple and practical. Optimize and automate.
Group discussion
Discussions on the ITSM approach and its main principles.
3 Organizing the collection of ITSM best practices
- The approach and its organization.
- The 4 dimensions of service management.
- The service management value chain.
- The 18 practices of IT service management.
Group discussion
Discussions on the ITSM approach and its organization.
4 Perspectives and conclusions
- Understand the added value of the ITSM approach.
- ITSM's contribution to service management and IS governance.
- Differences between "best practices" ITSM and ISO 20000.
- Other standards that complement the ITSM approach: COBIT, ISO 27001, TOGAF®...
Group discussion
Collective reflection on the benefits and limitations of best practice guidelines.
Customer reviews
4,3 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
LISA S.
27/11/25
4 / 5
It's hard to assimilate all the information in 1 day, but this module provides a good basis for doing your own research, and opens a number of doors.
JORDAN H.
27/11/25
5 / 5
The day's content was very satisfactory, and the trainer was a very good teacher who knew his subject inside out.
CORINNE G.
27/11/25
5 / 5
True discovery of the ITIL4 concept. A short introductory slide on the evolution from ITIL3 to ITIL4 would have been a real plus to introduce the following slides and give the meaning. A really committed trainer! A dynamic group. Great session!
Publication date : 01/31/2024
PARTICIPANTS
All IT service stakeholders: IT and business departments. IT and sales consultants working in an ITSM environment.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
All IT service stakeholders: IT and business departments. IT and sales consultants working in an ITSM environment.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Dates and locations
Last places available
Guaranteed date, in person or remotely
Guaranteed session