ITSM Fundamentals (ITIL 4-Based)

• Basic understanding of IT systems and operations
• Familiarity with service management concepts
• Experience working in an IT environment

Audience

• IT professionals
• ICT service managers

ITSM (Information Technology Service Management) is a structured approach to designing, delivering, managing, and improving the way IT is used within an organization.

This instructor-led, live training (online or onsite) is aimed at intermediate-level IT professionals and ICT service managers who wish to understand and apply ITSM fundamentals and practices based on ITIL 4.

By the end of this training, participants will be able to:

• Understand key concepts and structure of ITIL 4.
• Apply service design and architecture practices aligned with ITIL 4 principles.
• Implement effective delivery and sustainability of ICT services.
• Evaluate real-world cases and simulate ITSM practices.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Module 1 – ITSM Fundamentals and ITIL 4

• Key Concepts for Service Management
• ITIL 4 Structure

Module 2 – Practices Focused on 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 Focused on 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 scenarios
• Simulations of application of learned concepts

Summary and Next Steps