📝 General Introduction

IT Service Management (ITSM) is a critical discipline for modern organizations aiming to deliver high-quality, reliable, and user-centric technology services.

The ITIL (Information Technology Infrastructure Library) framework is globally recognized as the gold standard for managing IT services, offering structured processes, defined roles, and proven practices that align IT operations with business goals.

As digital transformation accelerates, organizations must adopt flexible and scalable service models that ensure operational efficiency, minimize risk, and enhance customer satisfaction.

This 5-day workshop is designed to equip participants with a comprehensive understanding of ITIL principles and how to apply them effectively in real-world environments.

Through interactive sessions, practical exercises, and case studies, attendees will learn how to design service strategies, manage incidents and changes, measure performance, and continuously improve service delivery.

By the end of the program, participants will be able to implement ITIL-based service management systems that support innovation, governance, and long-term sustainability.

🎯 Target Audience

• IT managers and technical support leaders
• Service desk and operations supervisors
• Systems and infrastructure engineers
• Digital transformation and project managers
• Students of IT and service management

🎯 Expected Objectives

• Understand the ITIL framework and its core components
• Apply ITIL processes to enhance service quality and reliability
• Design service models aligned with organizational goals
• Improve coordination between technical and business teams
• Support digital transformation through sustainable IT service practices

📚 Scientific Topics:

Axis 1: Introduction to ITIL and Service Management

Session 1: Overview of ITIL and Its Organizational Value

• History and evolution of ITIL
• Core principles of service management
• Benefits of ITIL adoption

Session 2: Components of IT Service Management

• Service lifecycle stages
• Key processes and functions
• Roles and responsibilities

Axis 2: Service Design and Planning

Session 1: Understanding User Needs and Service Design

• Defining service requirements
• Creating Service Level Agreements (SLAs)
• Designing user experience

Session 2: Managing Service Catalogs and Offerings

• Building a service catalog
• Prioritizing services
• Aligning services with operational goals

Axis 3: Service Operation and Support

Session 1: Incident and Problem Management

• Handling service disruptions
• Root cause analysis
• Enhancing response and resolution

Session 2: Request and Change Management

• Processing user requests
• Managing technical changes
• Minimizing operational impact

Axis 4: Performance and Quality Improvement

Session 1: Measuring Service Performance

• Defining KPIs and metrics
• Analyzing performance reports
• Conducting regular reviews

Session 2: Continual Service Improvement (CSI)

• CSI methodology and tools
• Identifying improvement opportunities
• Engaging teams in service development

Axis 5: Compliance and Sustainability

Session 1: Risk Management and Regulatory Compliance

• Assessing technical risks
• Aligning with internal policies and standards
• Auditing and documentation

Session 2: Sustaining Services and Supporting Digital Growth

• Integrating ITIL into strategic planning
• Training teams on modern practices
• Promoting innovation in service delivery