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IT Service Management

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‘Business is IT’ and ‘IT is Business’

Information Technology is today recognized as a critical enabler and key differentiator for business success. IT investments are important for businesses to successfully deliver products and services. CEOs, CIOs, CTOs and senior management are concerned about optimizing their IT investments and improving the effectiveness and efficiency of IT resources to support business requirements. Effective management of IT services within an organization is very critical to maximize the return on IT investments. ITSM allows an IT service organization to plan, manage, deliver, monitor, report, review and improve its services and give confidence of effective delivery of services to the business and to its customers.

ITIL® is the most widely accepted approach to IT service management in the world conceived in the late 1980’s by the Cabinet Office in the United Kingdom and other countries. Over the years, it has become an industry, technology and vendor independent de facto standard.

Few benefits from ITIL:-

  • Reduction in operating costs and help desk calls.
  • Approximately 50% reduction in an organizations total cost of ownership while moving from no adoption of ITIL® to full adoption of ITIL® best practices.
  • Increased customer satisfaction

QAI’s ITSM practice facilitates organizations to make significant improvements in the way they manage the services, relationships, processes, people and technologies required to deliver and support IT services and products according to world class standards. QAI’s unique methodology is based on the standards and processes described in the ITIL and ISO 20000, where ITSM processes are seamlessly integrated with people and tools so that your IT infrastructure delivers optimal performance.

ITSM Process Maturity Assessments and Audits: 

  • ITSM Diagnostic Assessment: This identifies the strengths and weaknesses of an organisation’s ITSM processes and their alignment to business. It determines current level of process capabilities and the existing gaps, with respect to ITIL® best practices.
  • ISO 20000 Gap Analysis: This helps organizations to understand the gaps in the existing processes vis-à-vis the ISO 20000 standard, and create an improvement action plan for the achievement of the certification.

Instructor led and blended trainings
QAI was first in the world to launch ITIL V2 Training in 2004 and also the first to launch ITIL V3 courses back in June 2007. Since then, we have conducted over 300 batches of ITIL V3 Foundation training for over 2500 professionals. The trainings are conducted in both public and in-house modes. QAI offers the most comprehensive suite of ITSM related training courses in addition to the accredited ITIL® courses. These training courses are conducted by experienced practitioners and consultants and are enriched by quizzes, case studies and experience sharing sessions. We offer 13 courses under ILT and 2 courses in e-learning.

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QAI IT Service Management Colloquium
QAI has created several premium forums for the IT community to enable sharing of knowledge and best practices. The focus of the colloquium is to enhance and accelerate the growth of ITSM good practices in India by exchanging, learning, and sharing good practices in the domain of IT Service Management. 

ITSM consulting services
QAI’s ITSM consulting is drawn from a rich repository of best practices, knowledge and hands-on implementation experience gained by QAI’s consulting team. QAI consultants are highly qualified professionals with experience of ITIL® and ISO 20000 end-to-end implementation. QAI offers end-to-end ITIL Best Practices Implementation, ISO 20000 Implementation Consulting and Process Specific Consulting Interventions.

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