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
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 3200 € + VAT*
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Testimonials (1)
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."
