IT Service Management


IT service management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centred on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-centred approaches to IT management and business interaction.

ITIL® is accepted worldwide as the documentation of best practice for IT Service Management. It is used by hundreds of organisations around the world.


This workshop will introduce the principles of IT Service Management based on the IT Information Library (ITIL) framework. The workshop will introduce students to the 5 ITIL Disciplines (the ITIL lifecycle approach) and how these work together. The workshop will provide additional materials on how to measure ITIL success, as well as specific lifecycle models that reveal key considerations for implementing ITIL service based solutions.

Using a workshop venue this course will cover all the major considerations needing attention and management to prepare for a pandemic. Students will learn the 6 phases of pandemic declarations and appropriate responses for each phase. Using real life cases, students will learn the criteria to use to assess pandemic preparedness, and to identify and close gaps to ensure a practical plan.

What You Will Learn

  • Service Strategy: The Service Lifecycle focused on customer outcomes and the companion process elements that follow.
  • Service Design: Guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.
  • Service Transition: Process activities for the transition of services in the operational business environment needed to manage change, risks, delivery mechanisms and the support of ongoing operational services.
  • Service Operation: The control activities to achieve operational excellence on a day-to-day basis.
  • Continual Service Improvement: Focusing on the process elements involved in identifying and introducing service management improvements, and the issues surrounding service retirement.
  • A lifecycle approach to implementing an IT services model

Training Outcomes

This course is primarily targeted IT professionals.

Training Overview

Our Courses

Manufacturing Control Systems

Quality & Environmental Systems

Strategy & Execution

Improvement Tool Kit

Presentation & Leadership Skills

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SatiStar's Experience Makes The Difference!

  • . . . worked extremely well with the departmental and site managers . . . goal oriented and met the objectives set within the quoted budget and ensured the results were attained for the Company.

  • The guys from SatiStar did more in one week than we were able to do in 6 months.

  • Achieving ISO registration was far less onerous than we thought, our employees really rallied to the cause. The registration effort really brought us closer together as a team, and SatiStar really came through for us when we needed them.

  • We started this process a year ago with Mickey helping us create a spaghetti map of our processes on the whiteboard, and then his team guided us through their streamlining methodology and got us to where we are today. Our processes now look nothing like the spaghetti map – and we’re much more efficient today

  • This projected cycle time reduction of over 80% annual cost savings amounting to over 3% of sales, one-time savings of roughly $10 million, and working capital reduction of roughly $30 million really have us excited!

  • An outstanding success with Motorola’s vendor audit! What made this an exceptional achievement is that it typically takes 4 to 5 attempts to pass this audit. SatiStar’s expertise made it easy to avoid all the extra attempts.