Introduction:

ITIL is a globally recognized framework for IT Service Management (ITSM) that provides structured processes, models, and best-practice guidance to align IT services with business needs. Its importance lies in ensuring alignment of IT services with business objectives, regulatory compliance, and operational efficiency. ITIL also integrates governance models for incident, problem, and change management, providing a unified approach to IT operations. This training program presents structured processes, service desk models, and continual service improvement structures that enhance institutional reliability and customer value.

Program Objectives:

By the end of this program, participants will be able to:

• Analyze institutional foundations of ITIL and its role in service management.

• Evaluate structured models for incident, problem, and change management.

• Classify service desk functions and governance frameworks.

• Assess ITIL continual service improvement structures within institutions.

• Examine institutional approaches to aligning ITIL with business objectives and compliance.

Target Audience:

• Service desk professionals.

• Infrastructure and network operations staff.

• IT support specialists.

• IT governance and compliance officers.

• IT operations managers.

Program Outline:

Unit 1:

ITIL Foundations and Institutional Role:

• Core ITIL concepts and governance frameworks.

• Institutional benefits of ITIL in service management.

• Models linking ITIL with organizational strategy.

• Structures of ITIL lifecycle phases.

• Importance of ITIL in accountability and compliance.

Unit 2:

Incident, Problem, and Change Management Models:

• Structures of incident management processes.

• Institutional frameworks for problem identification and control.

• Models for structured change management procedures.

• Governance linking incident, problem, and change integration.

• Role of documentation in service reliability.

Unit 3:

Service Desk and Operations Governance:

• Institutional role of the service desk in ITIL.

• Structures for request fulfillment and escalation.

• Models linking service desk with operations and support.

• Governance systems for accountability and reporting.

• Institutional benefits of centralized service functions.

Unit 4:

Continual Service Improvement Structures:

• ITIL models of continual improvement cycles.

• Institutional role of KPIs and performance benchmarking.

• Governance of feedback loops in IT operations.

• Methods linking ITIL improvement with organizational maturity.

• Institutional significance of continual learning systems.

Unit 5:

Business Alignment and Compliance Frameworks:

• Structures aligning ITIL processes with business strategy.

• Institutional frameworks for regulatory and compliance integration.

• Models linking ITIL with customer value and satisfaction.

• Governance structures for ITIL audits and performance reviews.

• Future oriented frameworks for ITIL in digital transformation.