IT Operations · Beginner → Expert
🎫 IT Service Management and ITIL Practice
Run disciplined IT services using service value concepts, incidents, requests, problems, changes, assets, configuration, SLAs, knowledge, continual improvement, and service metrics.
Course roadmap
Pass each module exam to unlock the next module.
Module 1 · Beginner
IT Service Management, Value, Outcomes and Stakeholders
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Module 2 · Beginner
Service Desk, Support Models and Communication
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Module 3 · Beginner
Incident Management and Service Restoration
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Module 4 · Beginner
Service Request Management and Fulfillment
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Module 5 · Intermediate
Problem Management and Root Cause Analysis
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Module 6 · Intermediate
Change Enablement and Risk-Controlled Change
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Module 7 · Intermediate
Release and Deployment Management Concepts
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Module 8 · Intermediate
Service Configuration Management and CMDB Concepts
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Module 9 · Advanced
IT Asset Management and Lifecycle Control
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Module 10 · Advanced
Service Level Management and SLA Design
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Module 11 · Advanced
Monitoring and Event Management Concepts
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Module 12 · Advanced
Knowledge Management and Self-Service
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Module 13 · Advanced
Availability, Capacity and Continuity Concepts
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Module 14 · Expert
Supplier and Vendor Management
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Module 15 · Expert
Metrics, Reporting and Continual Improvement
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Module 16 · Expert
Governance, Roles and Service Operating Models
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Module 17 · Expert
Expert Capstone: Mature IT Service Operation
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Certification gate
Final course exam
Pass mark: 80%. Time limit: 360 minutes. All module exams must be passed first.
Locked until modules are passed