Duration 5 Days – 35 hrs.
Overview
The ITIL 5 Training & Certification Course is a comprehensive program designed to provide participants with a thorough understanding of modern IT Service Management (ITSM) principles, practices, and frameworks. Building upon the evolution of ITIL best practices, this course equips professionals with the knowledge and skills required to align IT services with business objectives, improve service delivery, enhance customer experience, and drive continual improvement across the organization.
The course covers the core concepts of service management, service value systems, governance, service management practices, digital transformation, automation, and organizational agility. Participants will gain practical insights into implementing ITIL principles in real-world environments while preparing for relevant ITIL certification examinations.
Objectives
- Understand the principles and evolution of IT Service Management (ITSM)
- Explain the ITIL Service Value System (SVS)
- Apply ITIL guiding principles to organizational initiatives
- Understand key ITIL management practices and processes
- Improve service quality, efficiency, and customer satisfaction
- Align IT services with business objectives and governance requirements
- Implement continual improvement practices
- Support digital transformation initiatives using ITIL concepts
- Measure and optimize service performance using KPIs and metrics
- Prepare for ITIL certification examinations
Target Audience
- IT Managers
- Service Desk Managers
- Incident Managers
- Problem Managers
- Change Managers
- Service Delivery Managers
- IT Operations Teams
- Infrastructure Engineers
- Network Administrators
- Systems Administrators
- IT Project Managers
- Business Analysts
- Process Improvement Specialists
- IT Governance and Compliance Teams
- Digital Transformation Leaders
- Anyone pursuing ITIL certification
Prerequisites
- Basic understanding of IT operations and services
- Familiarity with organizational business processes
- Experience working within an IT support or service environment is beneficial
Course Outline
Day 1 – Introduction to IT Service Management and ITIL Foundations
Module 1: Introduction to IT Service Management (ITSM)
- Evolution of IT Service Management
- Importance of ITSM in modern organizations
- IT service lifecycle concepts
- Business value of IT services
- Service provider types
- Service relationships
Module 2: Introduction to ITIL
- History and evolution of ITIL
- ITIL framework overview
- Benefits of ITIL adoption
- ITIL certification pathway
- ITIL roles and responsibilities
Module 3: Key Concepts of Service Management
- Value and value co-creation
- Organizations, service providers, and consumers
- Utility and warranty
- Products and services
- Outcomes, outputs, costs, and risks
Workshop
- Mapping IT services to business value
Day 2 – Service Value System (SVS) and Guiding Principles
Module 4: ITIL Service Value System (SVS)
- Components of the SVS
- Governance
- Service Value Chain
- Practices
- Continual Improvement
- Guiding Principles
Module 5: ITIL 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
Module 6: Service Value Chain
- Plan
- Improve
- Engage
- Design and Transition
- Obtain and Build
- Deliver and Support
Workshop
- Applying ITIL guiding principles to business scenarios
Day 3 – ITIL Management Practices
Module 7: General Management Practices
- Continual Improvement
- Information Security Management
- Knowledge Management
- Measurement and Reporting
- Organizational Change Management
- Portfolio Management
- Project Management
- Risk Management
Module 8: Service Management Practices
- Incident Management
- Problem Management
- Change Enablement
- Service Request Management
- Service Desk
- Service Level Management
- Monitoring and Event Management
Module 9: Technical Management Practices
- Deployment Management
- Infrastructure and Platform Management
- Software Development and Management
Hands-On Exercise
- Incident and problem management simulation
Day 4 – Service Design, Transition, Operations, and Improvement
Module 10: Service Design and Transition
- Service architecture concepts
- Service design considerations
- Change planning and implementation
- Release management fundamentals
- Configuration management principles
Module 11: Service Delivery and Support
- Service operations management
- Service monitoring and reporting
- Escalation procedures
- Major incident management
- Service continuity concepts
Module 12: Continual Improvement Model
- Continual Improvement Framework
- Improvement opportunities identification
- Metrics and measurements
- CSI Register management
- Improvement planning
Workshop
- Building a Continual Improvement Roadmap
Day 5 – Digital Transformation, Governance, and Certification Preparation
Module 13: ITIL and Digital Transformation
- Digital operating models
- Agile, Lean, and DevOps integration
- Cloud service management
- Automation and AI in service management
- Customer-centric service delivery
Module 14: Governance and Compliance
- Governance structures
- Service governance models
- Regulatory and compliance considerations
- Risk and control management
Module 15: ITIL Certification Preparation
- Examination structure and format
- Sample examination questions
- Practice examinations
- Common exam pitfalls
- Test-taking strategies
Capstone Exercise
- End-to-end ITSM implementation case study
Final Assessment
- Mock Certification Examination
- Knowledge Review Session
- Q&A and Certification Guidance
