This training provides a comprehensive understanding of key roles in IT service management based on the ITIL® framework, including the Process Owner, Practice Manager, and Service Owner. It focuses on how these roles contribute to daily operations, process maintenance, and continuous improvement.
Topics include the importance of IT governance, its alignment with other frameworks (PMBoK®, PRINCE2®, Agile, DevOps, SIAM, COBIT®), responsibilities across the four dimensions of service management, governance mechanisms, service and practice indicators, accountability structures, and internal/external communications. Clear distinctions between roles ensure a holistic and integrated view of service governance.
Duration
1 day
Schedule
9h to 16h
Regular fee
$615
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$555
Objectives of the training
To provide the knowledge and skills required to understand the roles of the process owner, the process manager and the service owner, as defined by ITIL®. These roles will be defined with reference to the daily activities of maintenance and continual process improvement.Targeted audience
Anyone responsible for implementing, maintaining or improving one or more of the ITIL® processes, or responsible for service delivery.Prerequisite
None
Course architecture
- Importance and purpose of IT governance
- Relationship and integration of governance with other management frameworks and trends (ITIL®, PMBoK®/PRINCE2®, Agile, DevOps, SIAM and COBIT®)
- Practice and service owner roles
- Role and responsibilities assigned to the practice owner
- Practice owner responsibilities in relation to the 4 dimensions of service management (Organization and people, Information and technology, Partners and suppliers, Process and value stream)
- Integration and holistic view of service management
- Management mechanisms and activities required to act as a practice owner
- Distinctions between the roles of Practice Owner, Practice Manager, Service Owner(s), Service Level Manager and Business Relationship Manager
- Interactions between each role and how they will contribute to service governance
- Practice and service monitoring indicators
- Governance Committee and Accountability
- Practice audits and verification
- Intra and inter-organizational meetings
- Authority responsibilities and scope of action
- Communication and information sharing.
If you have any questions about registration, cancellation, schedules, language of instruction, etc. you will find answers in our FAQ.
Training Notes
ITIL® is a registered trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved. IT Infrastructure Library®: IT Infrastructure Library ® ™ is a trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved.
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quoteDuration
1 day
Schedule
9h to 16h
Regular fee
$615
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$555
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quote