ITSM Fundamentals - Problem Management, Change Control and Self-Service in SummitAI

The SummitAI ITSM Fundamentals will provide participants with an introductory overview of the key concepts of IT Service Management, and how they can be supported in the Symphony SummitAI technology platform. This course provides a bridge between the more theoretical concepts of the ITIL best practice framework, and real-world implementation considerations in practice.

The SummitAI ITSM Fundamentals course is a half-day workshop that consists of three 1-hour modules. The course starts with an introduction to basic Service Management concepts, the ITIL Best Framework and an overview of the relevant practices and processes. We will subsequently discuss how different best practices (ITIL, Agile, ITAM) power next generation ITSM environments.

After the fundamental concepts of IT Service Management have been covered, we will showcase how ITSM Platforms can be leveraged to solve everyday enterprise problems, and how these technologies can improve Service Delivery operations and performance. Specifically, we will consider the operational processes of Incident Management, Problem Management, Request Fulfilment and the set-up and structuring of a Service Catalogue. These examples will be illustrated in the SummitAI platform, and participants will be able to follow along in the course with a free demo account and a number of additional free resources.

The goal of the SummitAI ITSM Fundamentals workshop is to provide participants with an introductory overview to core ITSM practices. Additionally, this course aims to make participants familiar with the basic feature of the SummitAI platform. For this SummitAI ITSM Fundamentals workshop, no prior programming experience is required, although it helps if participants are familiar with basic IT terminology.

Module 2 - Problem Management and Change Control
This module discussed the operational processes that every service support organizations will need to deliver value to their customers. In this module, we will cover Problem Management, Change Management and the Self-Service Portal

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