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Cybersecurity and IT

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 courseRegister NowRequest Proposal

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

  1. 01What service management is for
  2. 02Service catalogue and service levels
  3. 03Incident and major incident management
  4. 04Problem management as a separate discipline
  5. 05Change enablement and risk
  6. 06Configuration and asset data
  7. 07Metrics and the perverse incentive
  8. 08Continual improvement

Scheduled sessions

Scheduled sessions for IT Service Management
DatesVenueFormatPriceRegister
19 to 23 October 2026Durban, South AfricaClassroomR19,950 per delegateRegister Now
26 to 30 October 2026Maputo, MozambiqueClassroomUSD 1,325 per delegateRegister Now
9 to 13 November 2026Windhoek, NamibiaClassroomR19,950 per delegateRegister Now
8 to 12 February 2027OnlineOnlineR8,500 per delegateRegister Now

IT Service Management

From R8,500

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