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IT Service Management: Management Areas / Roles / Learning


1   Click the IT Service Management (ITSM) Process below you want to see associated roles.
2   Identify the Role Title you want the associated learning curriculum.
3   Click the Learning Resources (in sequential order) you want to open and learn.

(Optional)   Additional Training:

ITIL Foundation Certification
Global Knowledge   (certification training & prep)



Access:  & Roles
  Access Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Access   (internal job aid)

Asset & Configuration:  & Roles
  Application Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX

  Asset & Configuration Administrator
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Asset & Configuration Process Overview   (1 hr)
  4.   Asset & Configuration Administrator   (1 hr)
  5.   Asset & Configuration Audit Manager   (1 hr)
  6.   Asset & Configuration Auditor   (45 mins)
  7.   Asset & Configuration Disposition   (1.5 hrs)

  Asset & Configuration Contract Specialist
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Asset & Configuration Contract Specialist   (1 hr)

  Asset & Configuration Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Asset & Configuration Process Overview   (1 hr)
  4.   Asset & Configuration Manager   (1 hr)
  5.   Asset & Configuration Mgr & Spec (Add/Move/Chng)   (2 hrs)
  6.   Asset & Configuration Surplus Pickup   (30 mins)

  Asset & Configuration Specialist
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Asset & Configuration Process Overview   (1 hr)
  3.   Asset & Configuration Mgr & Spec (Add/Move/Chng)   (2 hrs)

  Audit Manager   |   Audit Manager for Service
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Asset & Configuration Process Overview   (1 hr)
  4.   Asset & Configuration Mgr & Spec (Add/Move/Chng)   (2 hrs)
  5.   Asset & Configuration Audit Manager   (1 hr)
  6.   Asset & Configuration Auditor   (45 mins)

  Auditor Logical   |   Auditor Physical
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Asset & Configuration Process Overview   (1 hr)
  3.   Asset & Configuration Auditor   (45 mins)

  CMS Administrator
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Asset & Configuration Contract Specialist   (1 hr)

  Disposition:   Center Owner | Donation / Resale Approver | Specialist
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Asset & Configuration Process Overview   (1 hr)
  3.   Asset & Configuration Disposition   (1.5 hrs)

Change:  & Roles
  Change Advisory Board (CAB) Member
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Change Management   (2 hrs)

  Change:   Builder  |  Implementer  |  Requester  |  Tester
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Change Management   (2 hrs)

  Change Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Change Management - Change Manager   (2 hrs)
  4.   Release & Deployment Management   (1 hr)

Event:  & Roles
  Event Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Event Management   (1 hr)

  Event:   Designer / Architect  |  Developer
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Incident Management   (2 hrs)   - or -   Event Management   (1 hr)
  3.   Service Request   (1.5 hrs)

HR Issue:  & Roles
  HR Issue:   Manager  |  Specialist
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   HR Issue Management   (1.5 hrs)

Incident:  & Roles
  Customer Service Representative
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Incident Management   (2 hrs)
  3.   Knowledge Management - Knowledge Specialist 1   (1 hr)

  Escalation Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Incident Management   (2 hrs)
  3.   Major Incident (MI) Escalation Manager   (15 mins)
  4.   Knowledge Management - Knowledge Specialist 1   (1 hr)

  Incident Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Incident Management   (2 hrs)
  4.   Service Request   (1.5 hrs)
  5.   Incident Manager Role Training   (30 mins)
  6.   Major Incident (MI) Escalation Manager   (15 mins)
  7.   Knowledge Management - Knowledge Specialist 1   (1 hr)

  Incident Manager  (Tech Support only)
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Incident Management   (2 hrs)
  4.   Service Request   (1.5 hrs)
  5.   Incident Manager Role Training   (30 mins)
  6.   Knowledge Management - Knowledge Specialist 1   (1 hr)

  Incident Specialist:  Level 1  |  Level 2  |  Level 3  |  Level 4  |  Level 5
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Incident Management   (2 hrs)
  3.   Knowledge Management - Knowledge Specialist 1   (1 hr)

  Service Desk Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Incident Management   (2 hrs)
  3.   Service Request   (1.5 hrs)
  4.   Incident Manager Role Training   (30 mins)
  5.   Major Incident (MI) Escalation Manager   (15 mins)
  6.   Knowledge Management - Knowledge Specialist 1   (1 hr)

Knowledge:  & Roles
  Knowledge Author
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Incident Management   (2 hrs)
  3.   Knowledge Management - Knowledge Specialist 1   (1 hr)

  Knowledge Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Incident Management   (2 hrs)
  4.   Knowledge Management - Knowledge Specialist 1   (1 hr)
  5.   Knowledge Management - Knowledge Specialist 2   (1.5 hrs)
  6.   Knowledge Management - KM Manager   (2 hrs)

  Knowledge Specialist Level 1
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Incident Management   (2 hrs)
  3.   Knowledge Management - Knowledge Specialist 1   (1 hr)

  Knowledge Specialist Level 2
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Incident Management   (2 hrs)
  3.   Knowledge Management - Knowledge Specialist 1   (1 hr)
  4.   Knowledge Management - Knowledge Specialist 2   (1.5 hrs)

Measurement & Reporting:  & Roles
  Reporting Analyst
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]

  Reporting Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX

 

 Portfolio:  & Roles
  Portfolio:  Delegate  |  Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Portfolio Management (1 hr - WBT)  [internal LMS class]
           - or -
      Portfolio Management (2 hr - Virtual ILT)  [internal LMS class]
  4.   User Experience 101 (1 hr - WBT)  [internal LMS class]

Problem:  & Roles
  Problem Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Incident Management   (2 hrs)
  4.   Knowledge Management - KM Manager   (2 hrs)
  5.   Problem Management - Problem Manager & Specialists   (2 hr)
  6.   Knowledge Management - Knowledge Specialist 1   (1 hr)
  7.   Service Request   (1.5 hrs)
  8.   Change Management   (2 hrs)

  Problem Specialist
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Problem Management - Problem Manager & Specialists   (2 hr)
  3.   Knowledge Management - Knowledge Specialist 1   (1 hr)
  4.   Change Management   (2 hrs)

Process:  & Roles
  Process:  Analyst  |  Owner
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX

Release & Deployment:  & Roles
  Release & Deployment Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Release & Deployment Management   (1 hr)
  4.   Change Management   (2 hrs)
  5.   Incident Management   (2 hrs)
  6.   Problem Management - Problem Manager & Specialists   (2 hr)

  Service Test Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Release & Deployment Management   (1 hr)

Request Fulfillment:  & Roles
  Request Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Service Request   (1.5 hrs)

  Request Specialist:  Level 1  |  Level 2  |  Level 3  |  Level 4
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Request   (1.5 hrs)

Service:  & Roles
  Service Owners
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX

Service Catalog:  & Roles
  Service Catalog Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX

  Service Catalog Manager Analyst
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]

Service Level Management:  & Roles
  Service Level Manager
  1.   IT Service Management Overview   (45 mins)  [same as 'Welcome' Step 1]
  2.   Service Management (classroom)  (2 hrs - ILT)  -or-  use Service Management - Video + Service Management - PPTX
  3.   Service Level Management Foundations   (1.5 hrs)

Virtual Service Team (VST):  & Roles
The following Self Provisioning job aids support VST tasks.
NOTE: For work examples, below links are not available due to being internal company resources.

  1.   Access Management  (internal company job aid)
  2.   Knowledge Management  (internal company job aid)
  3.   Service Level Management  (internal company job aid)
  4.   Service Requests  (internal company job aid)
  5.   Software Product Features  (internal company job aid)
  6.   TAC Membership Groups (TAC FLM)  (internal company job aid)