Course Outline
Module 1 – Foundations of ITSM and ITIL 4 Framework
- Core Principles of Service Management
- ITIL 4 Framework Architecture
Module 2 – Practices for Service Design and Architecture
- Service Portfolio and Catalog Management
- Project Management Standards
- Service Level Management Protocols
- Demand, Capacity, and Availability Oversight
- Information Security Governance
- ICT Service Continuity Assurance
Module 3 – Practices for Service Delivery and Sustainability
- Configuration and Asset Administration
- Service Request Processing
- Incident Response and Management
- Problem Resolution and Knowledge Management
- Change Management Controls
Module 4 – Case Studies and Practical Application
- Scenario Analysis of Operational Cases
- Simulation of ITSM Concept Application
Summary and Recommended Next Steps
Requirements
- Fundamental understanding of IT systems and operational workflows
- Working knowledge of service management principles
- Professional experience within an IT operational environment
Intended Audience
- IT Professionals
- 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.
