Course Objective & Scope
Prolonged outages, production-breaking deployments and SLA friction with business units usually stem from disconnected IT processes. This course approaches ITIL 4 as practical service management rather than rote theory: the Service Value System (SVS), the 7 guiding principles, the Service Value Chain, Incident Management, Problem Management, Change Enablement, Service Desk, Service Level Management and Continual Improvement.
Working on a case from their own IT operations, participants design an end-to-end incident-problem-change flow, an SLA matrix and a Continual Improvement Register (CIR).
Who Should Attend?
- IT operations, Service Desk and application support teams
- IT service managers (ITSM), infrastructure and system administrators
- DevOps, SRE and technical team leads responsible for production releases
- Basic familiarity with IT operations or software delivery is sufficient
Key Takeaways
- Connect the ITIL 4 Service Value System and 7 guiding principles to internal IT processes
- Separate Incident and Problem workflows to reduce MTTR and eliminate recurring root causes
- Design standard, normal and emergency Change Enablement models that balance speed and stability
- Structure measurable SLAs, OLAs and service catalogue definitions with business units
- Integrate ITIL practices smoothly with DevOps and agile delivery pipelines
Curriculum
ITSM Fundamentals and the ITIL 4 Framework
- Services, value co-creation, outputs versus outcomes
- Service Value System (SVS), the Four Dimensions Model and the 7 Guiding Principles
Service Value Chain and Operational Support Practices
- Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
- Service Desk, Service Request Management and Incident Management (triage, swarming, major incidents)
Problem Management and Change Enablement
- Root cause analysis, workarounds and the Known Error Database (KEDB)
- Standard, normal and emergency changes; modern approval models without CAB bottlenecks
Service Levels, Catalogue and Continual Improvement
- Service Catalogue, SLA / OLA design and avoiding the watermelon SLA effect
- The Continual Improvement model and managing a Continual Improvement Register (CIR)
ITIL + DevOps/Agile Integration and Process Design Workshop
- Harmonising ITIL practices with CI/CD automation and agile sprints
- Designing an Incident-Problem-Change workflow and SLA checklist on an internal case
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