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 Fundamentals and ITIL 4
- Core Concepts for Service Management
- ITIL 4 Framework Structure
Module 2 – Practices for Service Design and Architecture
- Service Portfolio and Service Catalog
- Project Management
- Service Level Management
- Demand, Capacity, and Availability Management
- Information Security Management
- ICT Service Continuity Management
Module 3 – Practices for Service Delivery and Sustainability
- Configuration and Asset Management Service
- Service Requests
- Incident Management
- Problem and Knowledge Management
- Change Management
Module 4 – Case Study and Practical Application
- Analysis of real-world scenarios
- Simulation of applying learned concepts
Summary and Next Steps
Requirements
- Fundamental knowledge of IT systems and operations
- Acquaintance with service management principles
- Prior experience working within an IT environment
Target Audience
- IT professionals
- ICT service managers
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."
