Course Description

Objectives

All our courses have a strong practical component. The theoretical part is constantly complemented by exercises on real IT service management scenarios.

The skills acquired, when applied to your own work context, can contribute to:

• Improving the quality of IT services offered
• Reducing IT operating costs
• Applying the core concepts of modern service management organizational models
• Mastering ITIL v5 terminology and framework structure
• Offering more reliable and consistent IT support
• Improving customer and user satisfaction
• Achieving greater organizational flexibility and agility
• Clearly defining the opportunities IT offers to support and grow the business
• Understanding the role of AI and digital technologies in modern service management

At the end of each section, there will be a hands-on exercise to consolidate the concepts covered and familiarize participants with the exam question format.

This course leads to the ITIL® Foundation (Version 5) certification exam, the passing of which provides an entry-level professional qualification in IT Service Management and allows you to continue on to more advanced modules (ITIL Managing Professional, ITIL Strategic Leader, ITIL Master).

Who Should Attend

• IT Managers, IT staff, and process owners
• Quality managers and quality assurance staff
• Account managers and business staff involved in preparing technical responses to customer requests or tenders
• Infrastructure managers, application managers, project managers, and business managers directly involved in IT activities
• Anyone in an IT organization looking to improve processes and acquire a solid foundational knowledge of ITIL-based service management

Course Contents

• Introduction to ITIL (Version 5)
• Framework terminology and structure
• Introduction to Service Management and key concepts
• ITIL guiding principles
• The four dimensions of service management
• The ITIL Service Value System (SVS)
• The Product and Service Lifecycle
• Digital operating models and AI-enabled service management
• Sustainable value creation
• Overview of key ITIL practices:
  • Continual Improvement
  • Change Enablement
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Service Level Management
• Exercises and exam simulations

Instructors

BITIL.COM instructors are accredited ITIL trainers (Accredited Trainer) certified by PeopleCert to teach and supervise certification exams. They are specialists in IT Service Management with many years of experience in ITIL adoption projects across medium and large IT organizations, able to transfer a vendor-independent, business-oriented approach to service management.

This ITIL® course is offered by BITIL.COM, an Accredited Training Organization (ATO) of PeopleCert.