The British Academy for Training and Development offers this training program in IT Service Management (ITIL Fundamentals) to equip IT professionals with a strong foundation in managing IT services using the globally recognized ITIL framework. In today’s dynamic business environment, organizations require reliable and consistent IT services that align with strategic goals and deliver value to both internal and external stakeholders.

This program introduces participants to the core principles, concepts, and terminology of ITIL, providing a structured understanding of the service lifecycle and its stages. The training emphasizes how ITIL can help improve service quality, reduce operational costs, and enhance user satisfaction. Participants will gain insight into applying ITIL practices to real-world IT environments, helping their organizations adopt a more disciplined and value-driven approach to IT service delivery.

Who Should Attend?

• IT managers and professionals responsible for delivering IT services.

• Project managers and support team leaders involved in service operations.

• Professionals seeking a foundational understanding of ITIL for career development.

• Business analysts and technical consultants aligning IT services with business needs.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• Understand the fundamental concepts of IT service management under the ITIL framework.

• Gain knowledge of the service lifecycle stages and their real-world applications.

• Identify key roles and responsibilities within IT service management.

• Apply core ITIL practices to improve service quality and performance.

• Align IT services with business objectives to enhance value delivery.

• Introduction to ITIL and IT Service Management

  • Definition and importance of ITIL in modern business.

  • Core concepts: service, customer, value, continual improvement.

  • Relationship between service management and business goals.

• Overview of the Service Lifecycle

  • Introduction to the five lifecycle stages: strategy, design, transition, operation, improvement.

  • How each stage contributes to value delivery.

  • Differentiating service management from technical operations.

• Service Strategy

  • Defining business value through services.

  • Analyzing demand and prioritizing service investments.

  • Resource management and service portfolio planning.

• Service Design

  • Principles of designing services to meet customer needs.

  • Designing processes, tools, and service architectures.

  • Managing service availability, continuity, and security.

• Service Transition

  • Planning and managing service changes.

  • Configuration and environment readiness.

  • Knowledge management and release deployment.

• Service Operation

  • Incident management and service restoration.

  • Handling service requests and user support.

  • Event monitoring and alert handling.

• Continual Service Improvement (CSI)

  • Understanding the CSI model and methodology.

  • Using KPIs to measure service performance.

  • Identifying gaps and prioritizing improvements.

• Roles and Responsibilities in ITIL

  • Service owner and process manager roles.

  • Defining accountability and communication lines.

  • Building collaborative service management teams.

• Tools and Technologies Supporting ITIL

  • Ticketing systems and incident management tools.

  • Performance monitoring platforms and dashboards.

  • Integrating ITIL with project management and enterprise systems.

• Implementing ITIL in Organizations

  • Phased implementation of ITIL practices.

  • Overcoming resistance and cultural barriers.

  • Global success stories demonstrating ITIL impact.