ITIL Management Course Outline
Course Curriculum
8 modules · Each module includes instructional content, a hands-on lab, and a quiz.
What ITIL is, why it exists, and how it shapes IT organisations worldwide. Understand the service value system, the four dimensions of service management, and why IT exists to deliver value — not just technology.
Understand the incident lifecycle — from detection to resolution. Learn how to log, prioritise, escalate, and close incidents effectively, and why clear communication during an incident is as important as the technical fix.
Incidents fix symptoms; problem management finds root causes. Understand the difference between reactive and proactive problem management, how to conduct a root cause analysis, and how to prevent recurring incidents.
Change is the leading cause of incidents. Understand how change requests are submitted, assessed, approved, and reviewed. Learn CAB (Change Advisory Board) processes and why change control exists.
Understand service level agreements, operational level agreements, and underpinning contracts. Learn how SLAs are defined, measured, and reported — and what happens when they are breached.
Write clear incident notes, knowledge base articles, and handover documents. Communicate technical issues to non-technical audiences. Understand why documentation is a professional responsibility, not a chore.
Track hardware, software, and configuration items using a CMDB. Understand the relationship between assets and services, and how accurate configuration data supports every other ITIL process.
Apply the ITIL continual improvement model to your team and your own career. Understand how to measure what matters, present improvement proposals, and position yourself for growth in the IT profession.