🛠️ IT Service Management (ITSM) and ITIL Framework

🛠️ IT Service Management (ITSM) and ITIL Framework

Code: 17007-IT

⏳ Course Duration: 35 hours – Spread across 4 weeks
🏫 Offered by: Engineering Office for Technology and Software Services Academy

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🎯 Target Audience

👨‍💼 IT Service Managers
Those responsible for overseeing IT service delivery and ensuring service quality.

🧑‍💻 IT Support Staff
Technicians and support engineers managing help desks and technical requests.

🏢 Enterprise IT Personnel
Anyone working in IT departments managing business-critical services and processes.

📈 Professionals Seeking Certification
Individuals preparing for the ITIL Foundation certification.

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📘 What Will I Learn?

✅ Master ITSM Fundamentals
Understand the structure and principles behind IT service management and its benefits.

✅ Explore the ITIL Lifecycle
Learn how ITIL’s five phases (Strategy, Design, Transition, Operation, and Improvement) work together.

✅ Design Business-Oriented Services
Align IT services with business needs using SLAs, KPIs, and service portfolios.

✅ Manage Service Operations Efficiently
Gain skills in incident, change, and problem management along with service desk operations.

✅ Improve IT Services Continuously
Apply continual service improvement models to optimize IT performance.

✅ Prepare for Certification
Thorough preparation for the ITIL Foundation exam, including practice tests and strategies.

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🧩 Course Modules

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📖 Module 1: Introduction to ITSM and ITIL (7 hours)

• ITSM core concepts and best practices

• ITIL framework overview

• ITIL service lifecycle stages

• Key benefits of adopting ITIL

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🧬 Module 2: Service Strategy and Design (7 hours)

• Understanding service strategy and portfolio management

• Designing customer-focused services

• SLAs and KPIs: setting expectations and measuring success

• IT financial management basics

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🔁 Module 3: Service Transition and Operation (7 hours)

• Change, release, and deployment management

• Incident and problem management processes

• Request fulfillment and service desk coordination

• Tools and automation for smooth operations

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📊 Module 4: Continual Service Improvement (7 hours)

• Key performance indicators and metrics

• Applying PDCA cycle for continuous improvement

• Root cause analysis and data-driven enhancement

• Preventing issues through trend analysis

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🎓 Module 5: ITIL Certification Exam Preparation (7 hours)

• ITIL Foundation syllabus and exam format

• Detailed concept reviews and summaries

• Practice questions and mock exam

• Tips and strategies to pass the exam

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📦 Materials Included

📘 Comprehensive Course Manual
Detailed modules and visual content for every lesson.

🎞️ Recorded Tutorials & Demos
Video examples of ITIL processes and real-world cases.

📊 Practice Exams and Question Banks
Mock tests to evaluate your readiness for the ITIL Foundation exam.

📂 Templates & Toolkits
Downloadable SLA templates, change request forms, and improvement logs.

🎓 Certificate of Completion
Awarded at the end of the course.

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📝 Requirements / Instructions

💻 Basic IT Knowledge
A general understanding of IT operations and systems.

📒 Note-taking Materials
Optional, but helpful for review and exam preparation.

🧠 Motivation to Learn
This course is ideal for professionals seeking structured IT management knowledge.

🔑 No Prerequisites for ITIL Foundation
This course prepares you from scratch up to exam-level.