IT Service Management · For Supervisors
IT 服务管理 · 主管专题
Overview
IT Service Management · For Supervisors is part of our Digital & AI portfolio (For Supervisors). It runs as a 5-day or 10-day course, in the classroom in 40 cities or live online, and can be delivered in-house and customised for your organisation.
Available in English or Chinese, and as bilingual delivery for joint-venture and Chinese-led project teams in the Gulf and Africa.
You will be able to
- Explain the principles, terminology and standards behind IT Service Management.
- Apply IT Service Management methods to real cases from the Middle East, Europe and Africa.
- Plan, supervise and verify work done by others.
- Leave with templates and an action plan for your own workplace.
Who should attend
Supervisors, foremen and team leaders
Course outline
5-day programme (days 1–5)
Foundations and framework
- Course objectives, pre-assessment and scope of IT Service Management
- Key terminology and core concepts
- Tools and platforms in practice
- Analytics and visualisation
- Roles, responsibilities and interfaces
Principles and methods
- Automation and integration
- Cybersecurity and privacy
- Methods, procedures and documentation for IT Service Management
- Worked examples and guided practice
Tools, analysis and performance
- Use cases in industry and government
- Implementation roadmap and change
- Calculations, checklists and decision tools
- KPIs and performance measurement
- Group exercise on a realistic scenario
Supervision and control
- Planning and allocating work
- Toolbox talks and briefings
- Concepts, architecture and terminology
- Verifying the quality and safety of work
Case study, assessment and action plan
- Case study: IT Service Management on a Middle East or African project
- Lessons learned and good practice
- Final assessment and feedback
- Personal and team action plan
The 10-day programme adds days 6–10
Advanced topics
- Advanced topics in IT Service Management
- Latest standards, editions and industry trends
- Data collection, quality and governance
- Complex cases and non-routine problems
- Expert panel discussion
Digital tools and data
- Software and digital tools for IT Service Management
- Data analytics and dashboards
- Applying AI and automation
- Hands-on lab
Integration and management
- Integration with management systems and ISO standards
- Risk, cost and budget considerations
- Working with contractors and vendors
- Building the business case
Regional case studies
- Gulf case studies: UAE, Saudi Arabia and Qatar
- African case studies: Nigeria, Kenya, Egypt and Angola
- European benchmarks and regulations
- Peer review of participants’ own cases
Capstone project and certification
- Capstone project preparation
- Team presentations and expert feedback
- Final examination
- Certificate award and 90-day implementation plan
Where it runs
Middle East: Dubai, Abu Dhabi, Sharjah, Riyadh, Jeddah, Dammam, Al Khobar, Doha, Kuwait City, Manama, Muscat, Amman, Beirut, Cairo, Alexandria, Sharm El Sheikh, Baghdad, Erbil, Basra, Istanbul
Europe: London, Paris, Amsterdam, Barcelona, Madrid, Rome, Milan, Vienna, Geneva, Zurich, Munich, Berlin, Prague, Budapest, Lisbon, Brussels, Copenhagen, Stockholm, Athens, Edinburgh
Africa (in-house and live online): Lagos, Abuja, Port Harcourt, Nairobi, Johannesburg, Cape Town, Accra, Addis Ababa, Casablanca, Algiers, Tunis, Luanda, Dar es Salaam, Kampala, Kigali, Dakar, Abidjan, Kinshasa, Maputo, Tripoli
Live online for every time zone, including East Asia.