IT service delivery refers to the process of providing IT services to end-users or customers, ensuring that these services meet their needs and expectations. It encompasses the following:
Planning
Designing
Implementation
Operation
Continuous improvement
Incident Management
Problem Management
Change Management
Asset Management
Documentation Management & many more.
In the IT industry, everyone must learn & understand the Information Technology Infrastructure Library (ITIL). Whether you are self-employed, own the company, an employee, or a student, you are required to know how to provide & provision IT services.
In this course, you will learn how to align your technical knowledge with the objectives, goals, values, missions, & vision of your organisation or your own company. Your role does not require you to just fix a "computer," but also to align, understand your organization's objectives, & work professionally by following IT service delivery policies, processes, & procedures.
Students who complete this course can perform the following tasks:
Understand the difference between technical IT and IT service delivery
Understand the different types of managing IT (BAU)
Understanding Information Technology Infrastructure Library (ITIL)
Understand how to provision IT Services professionally
Understand Service Level Agreement (SLA) & Organization Level Agreement (OLA)
Understand about change Management at workplace
Develop new skills, including how to monitor and manage systems
How to Maintain high performance levels
Taking ownership of critical incidents, coordinating with resolution parties.
Establishing effective communication between stakeholders for post-incident reviews
Providing accurate and regular reports to the management on performance of the service delivery
Supervising desktop management teams to facilitate continual improvements in the desktop environment
Collaborating with technical design teams to set standards for software, hardware, and security
Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
Analyzing third-party as well as internal processes and creating strategies for service delivery optimization
"We believe you have the ability to learn TEHAMA."
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S & T Limited
Ajemgali Street, Darajani Zanzibar, Tanzania.
www.tehamav.com