Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Duration 14 hours
Course Outline
Module 1 – ITSM Basics and ITIL 4 Framework
- Essential Principles of Service Management
- The Architecture of ITIL 4
Module 2 – Service Design and Architectural Practices
- Service Portfolio and Catalog Management
- Project Management Strategies
- Service Level Management
- Managing Demand, Capacity, and Availability
- Information Security Governance
- ICT Service Continuity Planning
Module 3 – Service Delivery and Sustainable Operations
- Configuration and Asset Management Services
- Handling Service Requests
- Incident Response and Management
- Problem Resolution and Knowledge Retention
- Change Control Processes
Module 4 – Case Studies and Real-World Application
- Dissection of practical scenarios
- Simulating the application of acquired concepts
Wrap-up and Future Recommendations
Requirements
- A solid foundation in IT systems and operational workflows
- Acquainted with general service management concepts
- Prior experience in an IT working environment
Target Audience
- IT specialists and professionals
- ICT service managers
Testimonials (2)
The clearest shift for me: value isn't something we deliver — it's co-created and only exists as the customer perceives it, net of the costs and risks we impose on them. That reframes how I look at delivery and presales: not "did we meet the SLA" but "did the client actually achieve the outcome they were after."
Ciprian Sebestyen - Public
Course - ITIL® Foundation V5
In my opinion large amount of practical examples is very helpful to understand subject.
