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Duration 14 hours
Course Outline
Module 1 – ITSM Essentials and ITIL 4
- Core Principles of Service Management
- The ITIL 4 Framework
Module 2 – Service Design and Architectural Methodologies
- Service Portfolio and Catalog Management
- Project Administration
- Service Level Agreements
- Demand, Capacity, and Availability Oversight
- Information Security Governance
- ICT Service Continuity Planning
Module 3 – Service Delivery and Long-Term Sustainability
- Configuration and Asset Administration
- Handling Service Requests
- Incident Resolution
- Problem Solving and Knowledge Retention
- Change Control
Module 4 – Case Studies and Applied Practice
- Reviewing real-world examples
- Practical exercises demonstrating the application of acquired concepts
Wrap-up and Recommended Next Steps
Requirements
- A solid grasp of IT infrastructure and operational workflows
- Basic knowledge of service management principles
- Practical experience within an IT-focused workplace
Target Audience
- IT specialists
- 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.
