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Course Outline
Module 1 – ITSM Basics and ITIL 4
- Core Concepts in Service Management
- The Framework of ITIL 4
Module 2 – Service Design and Architecture Practices
- Service Portfolio and Service Catalog
- 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 Service
- Service Requests
- Incident Management
- Problem and Knowledge Management
- Change Management
Module 4 – Case Studies and Practical Implementation
- Review of real-world scenarios
- Simulation of concepts learned through application
Wrap-up and Future Directions
Requirements
- A foundational grasp of IT systems and operations
- Acquaintance with service management principles
- Professional experience within an IT environment
Target Audience
- IT professionals
- ICT service managers
14 Hours
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.
