IT Service Management (ITILv3 and ITILv4)

Module 1: Introduction to ITIL

• Understanding ITIL: Core Concepts and Benefits
• ITIL Service Lifecycle: A Comprehensive Overview
• ITIL vs. DevOps: A Comparative Analysis

Module 2: Service Strategy

• Strategic Management for IT Services
• Financial Management for IT Services
• Portfolio, Program, and Project Management
• Supplier Management

Module 3: Service Design

• Design Coordination
• Service Design Packages
• Technical Design
• Process Design

Module 4: Service Transition

• Transition Planning and Management
• Change Management
• Release Management
• Knowledge Management

Module 5: Service Operation

• Event Management
• Incident Management
• Problem Management
• Request Fulfillment

Module 6: Continual Service Improvement

• Seven-Step Improvement Process
• Measurement and Reporting
• Service Request Management

ITILv4 Specific Modules:

Module 7: ITIL 4 Foundation

• ITIL 4 Guiding Principles
• Four Dimensions of Service Management
• ITIL 4 Management Practices

Module 8: ITIL 4 Managing Professional Transition

• ITIL 4 High-Level Practices
• ITIL 4 Practices in Detail
• Applying ITIL 4 to Real-World Scenarios

Practical Workshops and Case Studies

• Real-world ITIL implementation scenarios
• Hands-on exercises on incident, problem, and change management
• Group discussions and problem-solving activities
• Case studies on successful ITIL implementations and failures