What you'll learn

This course, IT Service Management Processes, provides practical application of core IT service management processes, focusing on three vital areas. First, you'll explore service restoration and problem prevention: effectively managing incidents and preventing future disruptions through problem management and root cause analysis. Next, you'll discover controlled IT evolution, while implementing structured change and release management to ensure efficient, controlled, and low-risk IT modifications. Finally, you'll learn about optimized service delivery and user empowerment, helping you master SLAs, service catalogs, KCS, and self-service to elevate service quality and user independence. By the end of this course, you'll gain the practical knowledge to implement, manage, and optimize these critical ITSM processes, enhancing service stability, operational excellence, and customer satisfaction.