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Course Outline
Module 1 – ITSM Fundamentals and ITIL 4
- Core Concepts for Service Management
- ITIL 4 Framework
Module 2 – Practices Centered 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 Centered on 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
- Understanding of service management concepts
- Experience working in an IT environment
Target Audience
- IT professionals
- ICT service managers
14 Hours
Testimonials (1)
In my opinion large amount of practical examples is very helpful to understand subject.
