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Course Outline
Module 1 – ITSM Fundamentals and ITIL 4
- Key Concepts for Service Management
- Structure of ITIL 4
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 Requests
- Incident Management
- Problem and Knowledge Management
- Change Management
Module 4 – Case Study and Practical Application
- Analysis of real-world scenarios
- Simulations applying learned concepts
Summary and Next Steps
Requirements
- Foundational knowledge of IT systems and operations.
- Familiarity with service management concepts.
- Experience working 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.
