ITIL Version 5 Service Management

Courses Syllabus

Course Overview

This intensive five-day course provides participants with a practical understanding of ITIL Version 5 and modern IT service management. It covers key service management
concepts, value creation, service delivery, continual improvement, governance, and the effective use of technology and AI in modern IT environments.

Day One

ITIL Service Management Fundamentals

• Introduction to ITIL Version 5
• Key concepts of service management
• Services, value, outcomes and value co-creation
• Service providers, customers and stakeholders
• ITIL guiding principles
• Service management in modern organisations

Day Two
The ITIL Service Value System

• Understanding the ITIL Service Value System
• Governance and management
• The Service Value Chain
• Value streams and service relationships
• Designing and delivering valuable services
• Applying ITIL principles to organisational objectives

Day Three
ITIL Management Practices

• Incident Management
• Problem Management
• Service Request Management
• Change Enablement
• Service Level Management
• Configuration and Asset Management
• Monitoring, Event and Availability Management

Day Four

Service Delivery, Improvement & Resilience

• Service design and transition
• Service continuity and resilience
• Information security management
• Supplier and relationship management
• Continual improvement
• Measuring service performance and KPIs
• Building a culture of continual improvement

Day Five

Digital Transformation, AI & Practical Application

• ITIL in cloud and digital environments
• Automation and AI-enabled service management
• AI-assisted incident and problem management
• ITSM tools and service desk optimisation
• Practical ITIL case study
• Developing an ITIL-based service improvement plan
• Course review and action planning

Learning Outcomes

By the end of the course, participants will be able to:

• Understand the core principles of ITIL Version 5.
• Apply ITIL practices to real-world IT service environments.
• Improve service quality, efficiency and customer experience.
• Manage incidents, problems, changes and service levels effectively.
• Apply continual improvement techniques.
• Understand the role of AI, automation and digital transformation in modern ITSM.
• Develop practical service management and improvement strategies.

Target Audience

IT managers, IT service managers, service desk professionals, IT support teams, system
administrators, project managers, digital transformation professionals and professionals
responsible for IT service delivery.