Course Structure
The IT Service Management Professional course is made up of the ITIL® 4 Foundation certification, provided through PeopleCert. The course is comprised of the topics outlined below:
Overview of Service Management and the introduction to ITIL® (Information Technology Infrastructure Library)
Introduction to the mentality and culture of how to serve the clients, and the service economy and understand your role in the Service Value Chain
A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
The guiding principles of ITIL 4
Key concepts from Lean, Agile, and DevOps, and why these are important to deliver business value
The four dimensions of Service Management
Introduction to real-world case studies and examples of ITIL being applied to systems, processes, and organisations within the commercial and government sectors
Introduction to ServiceNow, the most popular cloud-based task-management platform that specialises in IT operations, services, and business management
Leadership and Soft Skills: Sharpen your interpersonal, communication, customer service, change management, teamwork, and other leadership skills to succeed in the workplace