Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Course Outline
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
Requirements
- Basic understanding of IT systems and operations
- Familiarity with service management concepts
- Experience working in an IT environment
Audience
- IT professionals
- ICT service managers
14 Hours
Testimonials (1)
great examples, cooperation between host and trainees, nice atmosphere, good balance between lecures, exercises, taking panels and breakes
