Cambridge
Academy
In London

Introduction

IT Service Management (ITSM) helps IT teams deliver reliable services, respond to incidents quickly, and continually improve user experience. This practical program introduces key ITIL practices and shows how to set up simple processes, roles, and routines for incident, request, problem, change, and service level management.

Course Objectives

• Explain ITSM concepts and the ITIL service value system (high level)

• Apply core ITIL practices to day-to-day IT operations

• Define simple workflows, roles, and escalation paths

• Use basic metrics and SLAs to measure service performance

• Create a practical improvement plan for IT services

Target Audience

• IT systems specialists and support teams

• Service desk and operations staff

• IT coordinators and team leaders

• Anyone involved in incident, change, or service requests

• New staff moving into ITSM roles

Course Outlines

Day 1: ITSM and ITIL Foundations

• What ITSM is and why it matters

• ITIL overview: service value system (SVS) in simple terms

• Services, users, value, and customer experience basics

• Roles: service owner, process owner, service desk, resolver groups

• Activity: Map your key IT services and users

Day 2: Incident Management and Service Request Management

• Incident vs service request (clear differences)

• Logging, categorization, prioritization, and escalation

• Communication and updates during incidents

• Request fulfillment workflow and approvals

• Workshop: Build a simple incident and request flowchart

Day 3: Problem Management and Knowledge Management

• Problem vs incident and when to use problem management

• Root cause analysis basics (5 Whys, fishbone overview)

• Known errors, workarounds, and error control

• Knowledge articles: structure and quality checklist

• Activity: Write a “known error” record + knowledge article

Day 4: Change Enablement and Configuration Basics

• Why change control exists (reduce risk, avoid outages)

• Change types: standard, normal, emergency

• Change assessment, approvals, CAB basics

• Configuration items (CIs) and simple CMDB concepts

• Case study: Run a change through a basic approval process

Day 5: Service Levels, Metrics, and Continual Improvement

• SLAs, OLAs, and simple service targets

• Core metrics: response time, resolution time, backlog, customer satisfaction

• Reporting: weekly/monthly service performance pack

• Continual improvement model: identify, plan, measure, improve