IT Service Management (ITSM) Course for professionals:
Key Benefits
Enhanced Decision-Making – Gain strategic insights to align IT services
with business objectives for improved efficiency and ROI.
Optimized IT Operations – Reduce downtime, streamline workflows, and
enhance service delivery through industry-best ITSM practices.
Improved Risk & Compliance Management – Strengthen IT governance,
mitigate security risks, and ensure regulatory compliance.
Cost Reduction & Resource Efficiency – Implement automation and
process standardization to cut operational costs and maximize resource
utilization.
Better Collaboration & Accountability – Foster a structured IT
environment with clear roles, responsibilities, and cross-functional teamwork.
Customer Satisfaction & Business Growth – Deliver high-quality IT
services that enhance end-user experience and drive business success.
6-day IT Service Management (ITSM) Course Outline
IT Service Management (ITSM) Course Outline
Duration: 6 Days (6 Hours per Day)
Day 1: Introduction to ITSM & ITIL 4 Fundamentals
Session 1: Overview of ITSM & Its Importance
What is IT Service Management?
Benefits & objectives of ITSM in organizations
Key ITSM frameworks: ITIL, COBIT, ISO 20000
Session 2: ITIL 4 Fundamentals
ITIL Evolution: From ITIL v3 to ITIL 4
ITIL 4 Service Value System (SVS)
Four Dimensions of Service Management
Session 3: ITIL 4 Guiding Principles
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
Session 4: ITSM Best Practices & Trends
Role of automation & AI in ITSM
Service management in different environments
Day 2: ITIL 4 Service Value System & Service Lifecycle
Session 1: The Service Value Chain (SVC)
Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
Session 2: ITIL Service Lifecycle
Service Strategy, Service Design, Service Transition, Service Operation,
Continual Improvement
Session 3: ITSM Governance & Risk Management
Role of governance in ITSM
Risk identification and mitigation strategies
Session 4: Real-World Case Studies on ITIL Implementation
ITIL adoption in enterprises and common challenges
Day 3: ITSM General Management & Service Management Practices
Session 1: General Management Practices
Continual Improvement
Information Security Management
Relationship Management
Session 2: Incident & Problem Management
Difference between Incident and Problem
Managing major incidents and root cause analysis
Session 3: Change Enablement & Release Management
Change Advisory Board (CAB) & Change Models
Managing deployments and releases effectively
Session 4: Hands-on Exercises & ITSM Tools Overview
ITSM Tools
Day 4: Service Delivery, SLAs & ITSM Automation
Session 1: Service Level Management (SLM)
Service Level Agreements (SLAs), Operational Level Agreements (OLAs)
Key Performance Indicators (KPIs) in ITSM
Session 2: Configuration & Asset Management
IT Asset Lifecycle Management
Configuration Management Database (CMDB)
Session 3: ITSM Automation & AI in IT Operations
Chatbots & AI-driven IT support
Automating workflows and incident management
Session 4: Hands-on Session: Setting Up an ITSM Process
Define an incident response workflow
Simulating an IT service outage scenario
Day 5: Business Continuity, Cybersecurity & Compliance in ITSM
Session 1: Business Continuity & Disaster Recovery
IT service continuity management
Backup & recovery strategies
Session 2: Cybersecurity in ITSM
IT Security frameworks: ISO 27001
Handling security incidents & vulnerabilities
Session 3: Compliance & IT Governance in ITSM
Role of regulatory compliance in ITSM (GDPR, HIPAA, SOX)
Session 4: Group Activity: Developing an ITSM Policy
Drafting security & compliance policies
Day 6: ITSM Strategy, Certification & Implementation Roadmap
Session 1: ITSM Strategy & Implementation Roadmap
Creating an ITSM roadmap for an organization
Aligning IT services with business objectives
Session 2: ITSM Certification Paths & Career Opportunities
ITIL 4 Certification Path
Other ITSM-related certifications
Session 3: Mock Tests & ITIL 4 Foundation Exam Preparation
Sample questions & exam strategies
Session 4: Course Recap, Q&A, and Closing Discussion
Best practices for real-world ITSM adoption
Final Q&A session
