Gain foundational knowledge of ITIL and IT Service Management:

• What is ITIL and its business value
• History and evolution of ITIL
• Key concepts and principles
• Role of ITIL in digital transformation

Learn the basics of ITIL and its structure:

• ITIL service lifecycle overview
• ITIL practices and processes
• Setting up IT Service Management (ITSM)
• Roles, responsibilities, and stakeholders

Dive into ITIL service design and process implementation:

• Understanding and defining ITIL processes
• Mapping services to business needs
• Designing SLAs, OLAs, and underpinning contracts
• Tools and techniques for effective service design

Learn how to handle and manage information within ITIL practices:

• Defining data, information, knowledge, and wisdom
• Managing knowledge articles and service records
• Structuring configuration items in the CMDB
• Reporting, dashboards, and service measurement data

This comprehensive lesson covers all aspects of ITIL event and monitoring practices including:

• Advanced strategies for monitoring dynamic infrastructure and applications
• Extracting meaningful insights from logs, alerts, and performance data
• Handling authentication, authorization, and access in monitoring systems
• Managing false positives, noise reduction, and correlation of events
• Optimizing monitoring performance for large-scale enterprise environments

Master professional service restoration and problem-solving techniques including:

• Implementing robust incident logging, categorization, and prioritization
• Defining and handling different types of incidents and problems
• Using monitoring and logging frameworks for audit trails and compliance
• Applying root cause analysis and effective troubleshooting methods
• Measuring performance through KPIs, SLAs, and continual improvement

Enterprise-grade ITIL practices covered:

• Designing and managing change requests effectively
• Securing and managing configuration items (CIs), assets, and knowledge bases
• Implementing scheduling, prioritization, and approval workflows for changes
• Monitoring service performance and setting up proactive alerting mechanisms
• Best practices for multi-environment service deployment and governance

End-to-end solution development covering:

• Requirements gathering and process assessment
• Solution architecture design
• Implementation of all learned techniques
• Documentation and knowledge transfer
• Deployment and maintenance strategies