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Course Outline
Module 1 – ITSM Fundamentals and ITIL 4
- Core Concepts in Service Management
- Framework Structure of ITIL 4
Module 2 – Service Design and Architecture Practices
- Service Portfolio and Service Catalog Management
- Project Management
- Service Level Management
- Demand, Capacity, and Availability Management
- Information Security Management
- ICT Service Continuity Management
Module 3 – Service Delivery and Sustainability Practices
- Configuration and Asset Management Services
- Handling Service Requests
- Incident Management
- Problem and Knowledge Management
- Change Management
Module 4 – Case Studies and Practical Application
- Analyzing real-world scenarios
- Simulating the application of acquired concepts
Course Summary and Recommendations for Next Steps
Requirements
- Fundamental knowledge of IT systems and operational workflows.
- Basic familiarity with service management concepts.
- Practical experience within an IT environment.
Target Audience
- IT professionals.
- ICT service managers.
14 Hours
Testimonials (1)
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."
