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04/10/2016
Workshop: Shift Left - better resolution for the business, the customer & IT

05/10/2016
Scotland Region Member Meeting

13/10/2016
Masterclass: DevOps in an ITSM world

14/10/2016
Northern Ireland Region Member Meeting

18/10/2016
London & South East Region Member Meeting

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Core ITSM Practice Areas Associate L&D Guide


CORE ITSM PRACTICE AREAS

 

DEFINITION

This category covers the key core process/practice areas (elements) that make up ITSM as an overall  function

VALUE TO THE BUSINESS

The business gains:

  • individuals who understand the significance of the Core ITSM Practical Areas, and how ITSM supports the delivery of business outcomes.
  • individuals who understand the process for planning, design, building, implementing, measuring and improving a Service Management capability.

VALUE TO YOU

You understand:

  • how your organisation approaches the development of services through a lifecycle approach to meet business requirements and adopts processes and practices for consistent service management.
  • that there is a structure which can be adopted for the creation, implementation and ongoing management of a Service Management capability.  
  • the significance of process maturity and ongoing improvement activity. 
  • how to acquire transferable skills which are recognised across the industry.

70% ON THE JOB

  • Familiarise yourself with:
    * the Service Management policy/plan
    * the IT operating model
    * the IT organisation chart
    * the IT strategy
    * the business strategy
  • Identify the IT metrics and KPIs which are in place and how they relate to the business objectives/strategy
  • Deliver on-the-job training to new joiners

20% NEAR THE JOB

  • Attend Special Interest Groups for your area of responsibility
  • Create an opportunity to spend a day working in another area of the ITSM practice
  • Attend a business / IT Service Review
  • Research and and develop improvement opportunities within your area of responsibility

10% TRAINING

  • Acquire Service Management accreditation (ITIL, COBIT, ISO 20000 or similar
  • Attend relevant industry conferences, seminars, webinars (e.g. BrightTalk, AllThingsITSM, Back2ITSM FaceBook group, Mastering ITSM, #ITSMGoodness)
  • Understand the Service Management tools currently deployed within your organisation

OTHER RESOURCES

 

NOTE:

Our learning and development guides will be evolving and growing to support members' needs in the months ahead. We are in discussions with member organisations in the training and consultancy sectors to create links to a broad range of relevant learning resources. If you would like to recommend courses, content or other resources that support specific areas of PSMF competency, please email details to psmf@itsmf.co.uk


 


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