This program introduces the core principles of modern IT Service Management based on ITIL 4 and the ISO/IEC 20000:2018 standard. Participants will learn how organizations create value through services, how service management improves business outcomes, and how an effective Service Management System (SMS) is structured. The program covers key concepts of the ITIL 4 Service Value System, ITSM practices, ISO 20000 requirements, continual improvement, and the relationship between ITIL, ISO 20000, and other standards.
IT Service Management (ITSM) Foundation
Target Audience
This program is suitable for:
- IT Managers/Support teams
- System Administrators/Analysts
- Operations Managers
- Database Administrators
- Service Delivery Professionals
- Quality Analysts
- Application Management team/Development team
- Process Owners/Practitioners
Duration
The program is a 3-day intensive training class.
Method of Delivery
The program provided by Multimatics will be delivered through interactive presentation by professional instructor(s), group debriefs, individual and team exercises, behavior modelling and roleplays, one-to-one and group discussion, case studies, and projects.