IT operations and service management for managers
A compact manager-level course on running IT operations as a managed service: the service management system, service levels and suppliers, change and release risk, resilience and continuity, and governance and security reporting. Based on cited public sources (ISO/IEC 20000-1 and ISO 22301 catalogue pages, PeopleCert ITIL catalogue, NIST CSF 2.0 and SP 800-34 Rev. 1, CISA Cross-Sector Cybersecurity Performance Goals). Not an ITIL or ISO certification.
What you will learn
- Explain and apply: Explain what a service management system covers, using the public ISO/IEC 20000-1 catalogue page, and how ITIL practices support it.
- Explain and apply: Set service levels, internal agreements and supplier terms that fit together and can be reported honestly.
- Explain and apply: Govern change and release risk without blocking delivery.
- Explain and apply: Plan resilience using business impact analysis, recovery objectives and tested backups, drawing on NIST SP 800-34 Rev. 1 and ISO 22301.
- Explain and apply: Report IT risk and security posture to leadership using NIST CSF 2.0 and CISA’s performance goals as a baseline.
modules
- The service management system
- Service levels, capacity and suppliers
- Change, release and operational risk
- Resilience, continuity and recovery
- Governance, security and continual improvement
Management awareness only. It is not an ITIL or ISO certification, an official ITIL course, or legal, contractual or audit advice. ITIL is a registered trade mark of its owner. This course paraphrases public pages and does not reproduce paid ITIL or ISO text. Always follow your organisation’s policies and applicable law.