COURSE OUTLINE 

Plan the service management system

• Plan & document, at a high-level, a SMS

• Plan & document the documentation management system

• Plan & document the alignment of the SMS Process

• Plan and document process governance across the SMS

Plan the design and transition of new or changed services

• Plan & document, at a high-level, appropriate service improvement activities

Plan the service management processes

• Plan and document activities of the Service delivery processes

• Plan and document activities of the Relationship processes

• Plan and document activities of the Resolution processes

• Plan and document activities of the Control processes

Plan roles and responsibilities

• Define roles within the SMS including design & transition      activities and associated processes

• Define skills and competencies for all SMS roles

Define and implement policies and objectives

• Create, document & maintain agreed policies, including risks, & objectives across the SMS

• Create the communication plan for the policies & objectives

Manage the service management processes

• Implement and maintain Service Delivery processes

• Implement and maintain Relationship processes

• Implement and maintain Resolution processes

• Implement and maintain Control processes

Maintain the SMS

• Maintain currency of role definitions and competencies

• Maintain the documentation management system

• Maintain the alignment of the SMS to support the business processes

• Maintain process governance across the SMS

Measure, monitor and report on service performance

• Capture, assess and analyze agreed performance targets

• Produce agreed service reports

• Monitor and report on risks across the SMS

Measure, monitor and report on the SMS

• Contribute to the internal audit program

• Contribute to the management review of the SMS including data gathering

• Contribute to the review of the governance controls across the SMS

Measure, monitor and report on service management processes

• Measure, monitor and report on Service Delivery processes

• Measure, monitor and report on Relationship processes

• Measure, monitor and report on Resolution processes

• Measure, monitor and report on Control processes

Improving the provision of services

• Contribute to the identification of non-conformities

• Contribute to continual improvement activities across the SMS