IT Service Management

Service management is what turns a technology estate into something the rest of the organisation can rely on, and it is usually judged on the two processes users actually see: incidents and requests. This course covers the whole discipline. Delegates work through the service catalogue and service levels that mean something, incident and major incident management, problem management and the distinction most organisations collapse, and change enablement that reduces risk without becoming a bottleneck. Configuration and asset management are covered as the data everything else depends on. The course closes on continual improvement and on metrics that do not reward closing tickets fast.

5 day course

Course objectives

Define a service catalogue and service levels that mean something
Run incident and major incident management
Separate problem management from incident management
Operate change enablement without becoming a bottleneck
Maintain configuration and asset data others depend on
Design metrics that do not reward closing tickets prematurely
Run continual improvement with evidence

Who should attend

IT service managers and service desk leads
IT operations and infrastructure staff
Change and release managers
Business relationship and account managers in IT
Auditors reviewing IT operations

Course outline

01What service management is for
02Service catalogue and service levels
03Incident and major incident management
04Problem management as a separate discipline
05Change enablement and risk
06Configuration and asset data
07Metrics and the perverse incentive
08Continual improvement

Scheduled sessions

Scheduled sessions for IT Service Management
Dates	Venue	Format	Price
2 to 6 November 2026	Durban, South Africa	Classroom	R19,950 per delegate
16 to 20 November 2026	Maputo, Mozambique	Classroom	USD 1,325 per delegate
23 to 27 November 2026	Windhoek, Namibia	Classroom	R19,950 per delegate
8 to 12 February 2027	Online	Online	R8,500 per delegate

IT Service Management

From R8,500

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