This class is for those who want to get in to Incident management or problem management or even change management. Students will learn various concepts and principles. I myself is ITIL certified and i have good experience in this field as i myself work in IT company. So, you will get gist of both practical and theoretical concepts.

The course will cover:

1.four dimensions model

2. Key concepts and service management

3. The four dimensions of service management

4. The ITIL service value system

5. ITIL management practices

We will cover change enablement, deployment management, incident management, knowledge management, monitoring and event management, problem management, release management, service design, service desk, service level management, service validation testing, software development and management.we will cover warranty and utility concepts. I will cover all ITIL guiding principles. I will prepare students how to nail down the exam. What content they need to go through. I will suggest softwares that can be used to be able to give self tests before going to exam.