Course Outline
Module 1 – IT Service Management Fundamentals and ITIL 4 Framework
- Fundamental Principles of Service Management
- Overview of the ITIL 4 Framework Structure
Module 2 – Practices Emphasizing Service Design and Architecture
- Service Portfolio and Service Catalog Management
- Project Management Methodologies
- Service Level Management
- Demand, Capacity, and Availability Management
- Information Security Management
- ICT Service Continuity Management
Module 3 – Practices Focused on Service Delivery and Sustainability
- Configuration and Asset Management
- Service Request Fulfillment
- Incident Management
- Problem and Knowledge Management
- Change Management
Module 4 – Case Study Analysis and Practical Application
- Evaluation of real-world operational scenarios
- Simulated exercises demonstrating the application of core concepts for government operations
Summary and Next Steps
Requirements
- Fundamental knowledge of information technology infrastructure and operational processes
- Understanding of established service management frameworks
- Practical background within information technology environments
Target Audience
- Information technology specialists
- Managers overseeing ICT service delivery for government
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.
