ITIL is a set of rules and guidelines that are used to manage IT services. The main function of the framework is to ensure that the IT side of the business is aligned with the business requirements and help it achieve its goals. Bridging the gap between ITIL Foundation and ITIL Intermediate Certifications, ITIL is the most widely accepted approach. The world's largest IT service management company can help individuals and organizations use IT to achieve business change, transformation and growth. It works to increase the value of the service portfolio while reducing costs and risks for organizations and enabling successful business transformation and growth while increasing competitive advantage through definition and management. Customer and service portfolio, increasing the efficiency, capabilities and productivity of IT staff and making better use of staff skills and experience, in addition to improving user satisfaction and customer satisfaction with IT as well as end-user perception and brand image.

Target Category:

• Directors of information systems centers in companies.
• Managers of information security and authentication departments in companies.
• Developers of computer protection systems in the company.
• Software development officials.
• Digital service managers.
• Technical support officials.
• Anyone who works in the field of providing technology services and wants to understand methods and best practices for managing technology services and operations.

How participants will benefit from the Course:

By the end of the Course, participants will recognize:

• The basic concepts and principles of the ITIL framework and how to apply them in real business environments.
• How to analyze and improve the quality of technical services provided to customers and users.
• Develop the skills of managing operations and working effectively within organizations by applying the practices and principles adopted in ITIL.
• How to analyze the needs and expectations of users and provide technological solutions that best meet those needs.
• Enhance efficiency and effectiveness in technology project management and reduce costs and risks by applying correct service management practices.

• Introduction to ITIL
  • The concept of ITIL, its history and its importance.
  • Components of the ITIL framework and its basic structure.
• Service process in ITIL
  • Definition of the service and its types.
  • The role of the service life cycle in service management.
• Service strategy
  • Analyze and define service requirements.
  • Develop a strategy for providing technological services.
• Service design
  • Develop and design technological services according to customer requirements.
  • Effectively implement technology designs in accordance with existing standards and practices.
• Service development
  • Service improvement and development processes to continuously meet customer needs.
  • Implementing improvements and changes in technological infrastructure.
• Run the service
  • Managing the daily operations of providing technology services.
  • Monitor service performance and analyze data to improve operations.
• Improving the service
  • Develop strategies to improve the quality of services and meet customer expectations.
  • Implement changes and improvements in service operations on a periodic and ongoing basis.
• Customer relationship management
  • Develop relationships with customers and understand their needs and expectations.
  • Providing support and guidance to customers to ensure their satisfaction and loyalty with technology services.