Course Description
Introduction:
IT service governance and management are crucial for organizations to ensure efficiency, security, compliance, and business alignment. This course provides a comprehensive understanding of frameworks, best practices, and methodologies to enhance IT service management and governance.
Course Objectives:
By the end of this course, participants will be able to:
· Understand IT governance principles and frameworks.
· Implement IT service management best practices.
· Align IT services with business strategy.
· Improve risk management and compliance within IT services.
· Optimize IT service performance and efficiency.
· Evaluate and improve IT governance maturity.
Target Audience::
· IT managers and directors
· IT governance professionals
· Business leaders and executives
· IT service management professionals
· Compliance and risk officers
· Consultants and auditors
Course Content:
Unit 1: Fundamentals of IT Governance and Management
· Definition and importance of IT governance
· IT governance vs. IT management
· Key IT governance frameworks (COBIT, ITIL, ISO 38500)
· Roles and responsibilities in IT governance
· Business-IT alignment strategies
· IT governance maturity models
Unit 2: IT Service Management Frameworks and Best Practices
· Overview of ITIL and its key processes
· Service strategy and service design principles
· Service transition and service operation best practices
· Continual service improvement (CSI) strategies
· IT service catalog and service-level agreements (SLAs)
· Implementing ITSM tools and technologies
Unit 3: Risk Management and Compliance in IT Services
· IT risk management principles
· Identifying and assessing IT risks
· Compliance with regulatory frameworks (GDPR, ISO 27001, NIST, etc.)
· Data protection and cybersecurity governance
· IT audit and assurance practices
· Incident response and business continuity planning
Unit 4: Performance Management and IT Service Optimization
· Key performance indicators (KPIs) for IT services
· Service performance measurement and reporting
· Capacity and availability management
· Cost optimization strategies in IT services
· IT asset management and lifecycle management
· Automation and AI in IT service management
Unit 5: IT Governance Implementation and Continuous Improvement
· Building an IT governance roadmap
· IT governance roles and responsibilities
· Change management in IT governance
· Continuous improvement models (Deming Cycle, Lean, Six Sigma)
· Measuring IT governance effectiveness
· Case studies and industry best practices