Modern IT Service Management: A Practical Guide
Course Introduction
In today’s fast-paced digital era, IT services are the backbone of organisational success. To remain competitive, businesses must adopt globally recognised frameworks that align IT with business value while enabling agility, efficiency, and resilience. This course introduces participants to **ITIL® 4 Foundation concepts**, focusing on the principles, practices, and processes that drive modern service management. Through interactive sessions, case studies, and sample exam practice, learners will be equipped with the knowledge and tools to apply ITIL® best practices and prepare for the ITIL® 4 Foundation exam.
Course Objectives
By the end of this programme, participants will be able to:
* Understand **key IT service management concepts** and terminology.
* Apply **ITIL® guiding principles** to adopt and adapt service management within their organization.
* Explain the **four dimensions of service management** and their impact on value creation.
* Explore the **Service Value System (SVS)** and its components.
* Understand the **Service Value Chain (SVC)**, its activities, and interconnections.
* Identify the purpose and scope of **key ITIL® practices** that support service delivery and improvement.
* Gain confidence to **sit the ITIL® 4 Foundation examination**, supported by sample papers and practical exercises.
Who Should Attend
This programme is designed for:
* IT professionals seeking to understand ITIL® concepts.
* Service desk and support staff.
* IT project managers, business analysts, and consultants.
* Managers are responsible for IT service delivery.
* Anyone preparing for the **ITIL® 4 Foundation certification exam**.
Training Methodology
This training is highly interactive and combines:
* **Instructor-led sessions** with clear explanations of ITIL® concepts.
* **Case studies and role plays** to apply service management practices in real-life contexts.
* **Group discussions** to promote collaborative learning.
* **Sample exam practice** questions during and after sessions to reinforce learning.
* **Practical frameworks and toolkits** to translate theory into action.
Five-Day Course Outline
Day 1: Foundations of IT Service Management
* Introduction to IT Service Management (ITSM)
* Key ITSM definitions: Service, Utility, Warranty, Customer, User, Service Management, Sponsor
* Key concepts of **value creation**
* Understanding service relationships: service offering, provision, consumption, and relationship management
* The importance of ITIL® in modern digital enterprises
Day 2: The ITIL® Guiding Principles
* The **7 Guiding Principles of ITIL®**:
* Focus on value
* Start where you are
* Progress iteratively with feedback
* Collaborate and promote visibility
* Think and work holistically
* Keep it simple and practical
* Optimize and automate
* Practical applications of guiding principles in organizational contexts
* Case study discussion
Day 3: Dimensions and the Service Value System (SVS)
* The **4 dimensions of service management**:
* Organizations and people
* Information and technology
* Partners and suppliers
* Value streams and processes
* The **Service Value System (SVS)**:
* Purpose, components, and benefits
* Linking SVS to business outcomes
Day 4: The Service Value Chain (SVC)
* Understanding the **Service Value Chain activities**:
* Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
* Inputs, outputs, and interconnections of SVC activities
* How the SVC supports value streams and business outcomes
* Case study simulation: mapping organizational activities to the Service Value Chain
Day 5: ITIL® Practices in Action and Exam Preparation
* ITIL® practices supporting the SVC:
* Continual Improvement (model and practice)
* Change Control
* Incident Management
* Problem Management
* Service Request Management
* Service Desk
* Service Level Management
* Overview of additional practices: Information Security, Relationship & Supplier Management, Availability, Capacity & Performance, Service Continuity, Deployment, Monitoring & Event Management, Release Management
* Review session and **sample exam practice**
* Personal action plan for applying ITIL® in the workplace
Enquiries and Registration
Enquiry at : admin@keleaders.com
Whatsapp: 0044 790 125 9494
For more details visit our website : www.keleaders.com
