Service Management Center Of Excellence Dubai

  • Dubai Internet City, Dubai, United Arab Emirates
  • +97144393533
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Service Management Center Of Excellence Dubai

Service Management Center Of Excellence Dubai – In a dynamic and service oriented world that is increasingly reliant on IT to achieve business objectives, public and private entities are integrating IT within their business operations in order to achieve a competitive advantage, streamline their operations, cut costs, or simply go around their daily business.

It is in such environments that the need for implementing standards and best practices becomes relevant. Traditionally, IT has been viewed as a black hole where sizeable investments are being thrown in without achieving clear and measurable outcomes. Over the years, and as IT matured, this view has been shifting towards a world of clearly defined processes, services, and with well defined results that give value to the business.

The Service Management Center of Excellence (SMCE) was founded for the purpose of promoting a culture of service excellence in the region. SMCE achieves its objectives by creating a continuous cycle of Knowledge Transfer, Knowledge Creation, and Knowledge Sharing that is aligned with local governmental and private needs.


ITIL® (Information Technologies Infrastructure Library) is the most widely established approach to IT Service Management in the world with more than 1.500.000 certified people.ITIL® provides a documented set of best practices, drawn from public and private sectors internationally, that facilitate the optimum identification, delivery and support of IT services to the business. ITIL® is the answer to the increasing dependency of organizations on high quality IT services in order to achieve their corporate targets. SMCE offers a complete portfolio of innovative ITIL® training courses ranging from Awareness, Foundation and Intermediate levels through to the Expert Level certification.

The Foundation Level: This level is designed to offer a general awareness and overview of the Service Lifecycle approach and the elements contained therein. It is not intended to enable the holders of this level to implement ITIL® Service Management practices without further education and guidance. Successful candidates will learn the basics of Service Management as a practice as well as the Service Lifecycle approach and will gain an understanding of the qualification scheme to help them understand their next steps. This level is aimed at IT professionals, Individuals who wish to gain a basic understanding of ITIL®, anyone involved in or about to become involved in an ITIL® implementation.

The Intermediate Level: The intermediate level is divided into two different streams, the Lifecycle Stream and the Capability Stream:

The Lifecycle stream is useful for anyone who wishes to gain an understanding of ITIL® practices from a lifecycle perspective. The primary focus of this stream is the Lifecycle, the use of processes within the lifecycle as well as the management capabilities required to deliver high quality Service management best practices within any organization.

SS – Service Strategy
SD – Service Design
ST – Service Transition
SO – Service Operation
CSI – Continual Service Improvement

The Capability Stream is useful for anyone who wishes to gain a deeper understanding of the Processes and Roles in ITIL®. While the Service Lifecycle part of this stream, the focus is on process activities and how they are executed and used throughout the Service Lifecycle.

RCV – Release, Control and Validate
OSA – Operation Support and Analysis
SOA – Service offerings and Agreements
PPO – Planning, Protection & Optimization

The Advanced Level: The Managing Across the Lifecycle Advanced Level is the final module of the Service Lifecycle and/or Service Capability Intermediate courses that leads to the ITIL® Expert in IT Service Management recognition.

SMCE licenses high quality training materials, offers industry expert instructors and organizes the full training logistics from intake through certification. Our solutions are used by training and consulting organizations, universities, governmental and commercial organizations for training internal or external IT professionals.

All of SMCE courses are developed by a team of professional learning designers who work closely with domain experts. This unique mix of talents results in the most innovative and instructionally solid ITIL® training courses.

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