ITIL V5 (IT SERVICE MANAGEMENT)

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The ITIL V5 (IT Service Management) course is designed to help professionals understand and apply industry-standard IT service management practices. The training covers service strategy, incident management, problem management, change management, service delivery, continual improvement, and modern ITSM frameworks. Through practical examples and job-oriented scenarios, learners gain the knowledge needed to improve service quality, enhance operational efficiency, and align IT services with business goals. As organizations increasingly focus on delivering reliable and customer-centric IT services, this course is ideal for IT support professionals, service desk teams, system administrators, IT managers, and anyone looking to build a career in IT service management.

Duration of Training : 24 Hours
Batch type : Weekdays/Weekends
Mode of Training : Classroom/Online/Corporate Training
Detailed Syllabus • Hands-on Labs • Assignments • Support-Focused • Implementation

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Overview

The Syllabus

Curriculum Designed by Experts

ITIL V5 (IT Service Management) Training Program

Foundation to Advanced | ITSM Best Practices | Job-Oriented Scenarios

Duration: 24 Hours

Target Audience

• IT Support Engineers
• Service Desk Analysts
• Incident Managers
• Problem Managers
• Change Managers
• IT Operations Teams
• Cloud & Infrastructure Engineers
• DevOps Engineers
• IT Managers
• Service Delivery Managers

Module 1: Introduction to IT Service Management (ITSM)

Topics

• What is ITSM?
• Evolution of ITIL
• ITIL Framework Overview
• Benefits of ITIL
• IT Service Lifecycle
• Business Value of ITSM
• ITSM vs IT Operations
• ITSM in Cloud and DevOps Environments

Assignment
Map IT services used in your organization.

Job Scenario
A company lacks a structured IT support process and wants to improve service quality.

Module 2: ITIL Service Value System (SVS)

Topics

• Service Value System Overview
• Service Value Chain
• Inputs and Outputs
• Opportunity and Demand
• Governance
• Continual Improvement
• Practices and Value Streams

Assignment
Create a Service Value Chain for an Employee Onboarding Process.

Job Scenario
Management wants to improve end-user experience and reduce service delivery delays.

Module 3: Guiding Principles of ITIL

Topics

• Focus on Value
• Start Where You Are
• Progress Iteratively
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep It Simple and Practical
• Optimize and Automate

Assignment
Apply ITIL guiding principles to an existing IT process.

Job Scenario
An IT team wants to automate repetitive support tasks.

Module 4: Incident Management

Topics

• Incident Lifecycle
• Incident Classification
• Incident Prioritization
• Major Incident Management
• Escalation Procedures
• SLA Management
• Incident Reporting

Practical Exercise
Create Incident Priority Matrix.

Job Scenario
A production server outage affects 2,000 users. Manage the incident from detection to resolution.

Module 5: Service Desk Operations

Topics

• Service Desk Functions
• Ticket Lifecycle
• User Communication
• Ticket Escalation
• Knowledge Base Usage
• Shift Handover Process
• Service Desk KPIs

Assignment
Design a Service Desk Workflow.

Job Scenario
Handle 500+ daily support requests while maintaining SLA targets.

Module 6: Problem Management

Topics

• Problem vs Incident
• Root Cause Analysis
• Known Error Database (KEDB)
• Trend Analysis
• Preventive Actions
• Problem Closure Process

Practical Exercise
Perform Root Cause Analysis using 5 Why Technique.

Job Scenario
Recurring network outages require permanent resolution.

Module 7: Change Enablement (Change Management)

Topics

• Standard Changes
• Normal Changes
• Emergency Changes
• Change Advisory Board (CAB)
• Risk Assessment
• Change Approval Process
• Change Scheduling

Assignment
Prepare a Change Request Document.

Job Scenario
Deploy a critical application patch without impacting business operations.

Module 8: Service Request Management

Topics

• Request Fulfillment Process
• Service Catalog
• Approval Workflows
• Automation Opportunities
• Self-Service Portals

Assignment
Design a Service Catalog.

Job Scenario
Automate laptop provisioning requests.

Module 9: Configuration Management (CMDB)

Topics

• Configuration Items (CI)
• CMDB Fundamentals
• Asset Relationships
• Configuration Baselines
• Discovery Tools

Practical
Build a Sample CMDB Structure.

Job Scenario
Identify impacted servers before implementing changes.

Module 10: Service Level Management

Topics

• SLA
• OLA
• Underpinning Contracts
• KPI Definition
• Service Reviews
• Service Reporting

Assignment
Create SLA Metrics Dashboard.

Job Scenario
Improve SLA compliance from 80% to 95%.

Module 11: Knowledge Management

Topics

• Knowledge Base Creation
• Knowledge Lifecycle
• Knowledge-Centered Service (KCS)
• Article Approval Process

Assignment
Create Knowledge Articles for Common Issues.

Job Scenario
Reduce repetitive support tickets using knowledge articles.

Module 12: Availability & Capacity Management

Topics

• Capacity Planning
• Performance Monitoring
• Availability Metrics
• Business Impact Analysis
• Capacity Forecasting

Assignment
Create Server Capacity Planning Report.

Job Scenario
Prepare infrastructure for a major seasonal sales event.

Module 13: IT Asset Management

Topics

• Hardware Asset Management
• Software Asset Management
• License Compliance
• Asset Lifecycle
• Asset Audits

Assignment
Design Asset Tracking Process.

Job Scenario
Track and audit 1,000 company laptops.

Module 14: Continual Improvement

Topics

• Continual Improvement Model
• Improvement Register
• Measurement Framework
• Maturity Assessment
• KPI Review

Assignment
Create Continual Improvement Plan.

Job Scenario
Improve service desk performance quarter over quarter.

Module 15: ITIL in Modern Technologies

Topics

• ITIL and Cloud Computing
• ITIL and DevOps
• ITIL and Agile
• ITIL and SRE
• ITIL and AI Operations (AIOps)
• ITIL in Multi-Cloud Environments

Assignment
Map ITIL Practices to Cloud Operations.

Job Scenario
Manage incidents in AWS and Azure environments.

Practical Labs

Lab 1
Create Incident Management Workflow

Lab 2
Perform Root Cause Analysis

Lab 3
Build Change Management Process

Lab 4
Create Service Catalog

Lab 5
Prepare SLA Dashboard

Lab 6
Develop Knowledge Base Articles

Lab 7
CMDB Relationship Mapping

Lab 8
Major Incident Simulation

Real-Time Projects

Project 1: IT Service Desk Transformation

Deliverables

• Incident Management
• SLA Framework
• Escalation Matrix
• KPI Dashboard

Project 2: Enterprise Change Management Process

Deliverables

• CAB Process
• Change Templates
• Risk Matrix
• Approval Workflow

Project 3: ITSM Implementation for a Cloud Environment

Deliverables

• Incident Process
• Request Fulfillment
• CMDB Structure
• Service Catalog

Job-Oriented Scenarios

Scenario 1
Critical application outage affecting customers.

Scenario 2
Failed software deployment requiring emergency rollback.

Scenario 3
Repeated database failures causing business disruption.

Scenario 4
Managing a Major Incident Bridge Call.

Scenario 5
Meeting strict SLA commitments.
Scenario 6
Designing a Service Catalog for an enterprise.

Scenario 7
Handling cloud infrastructure incidents.

Scenario 8
Conducting a Change Advisory Board (CAB) meeting.

Scenario 9
Reducing incident recurrence through Problem Management.

Scenario 10
Implementing ITIL practices in a DevOps environment.

Tools Exposure

• ServiceNow
• Jira Service Management
• ManageEngine ServiceDesk Plus
• BMC Helix ITSM

Career Opportunities

• Service Desk Analyst
• Incident Manager
• Problem Manager
• Change Manager
• Service Delivery Manager
• IT Operations Manager
• ITSM Consultant
• ServiceNow ITSM Consultant
• IT Infrastructure Manager
• Cloud Operations Manager

Recommended Certifications

• ITIL 5 Foundation (PeopleCert)
• ITIL 5 Specialist
• ITIL 5 Strategist
• ITIL 5 Managing Professional
• ITIL 5 Strategic Leader

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ITIL V5 (IT Service Management) Course Certification with Training in Kochi

Q: Module 1: Introduction to IT Service Management (ITSM)

Topics • What is ITSM? • Evolution of ITIL • ITIL Framework Overview • Benefits of ITIL • IT Service Lifecycle • Business Value of ITSM • ITSM vs IT Operations • ITSM in Cloud and DevOps Environments Assignment Map IT services used in your organization. Job Scenario A company lacks a structured IT support process and wants to improve service quality.

Q: Module 2: ITIL Service Value System (SVS)

Topics • Service Value System Overview • Service Value Chain • Inputs and Outputs • Opportunity and Demand • Governance • Continual Improvement • Practices and Value Streams Assignment Create a Service Value Chain for an Employee Onboarding Process. Job Scenario Management wants to improve end-user experience and reduce service delivery delays.

Q: Module 3: Guiding Principles of ITIL

Topics • Focus on Value • Start Where You Are • Progress Iteratively • Collaborate and Promote Visibility • Think and Work Holistically • Keep It Simple and Practical • Optimize and Automate Assignment Apply ITIL guiding principles to an existing IT process. Job Scenario An IT team wants to automate repetitive support tasks.

Q: Module 4: Incident Management

Topics • Incident Lifecycle • Incident Classification • Incident Prioritization • Major Incident Management • Escalation Procedures • SLA Management • Incident Reporting Practical Exercise Create Incident Priority Matrix. Job Scenario A production server outage affects 2,000 users. Manage the incident from detection to resolution.

Q: Module 5: Service Desk Operations

Topics • Service Desk Functions • Ticket Lifecycle • User Communication • Ticket Escalation • Knowledge Base Usage • Shift Handover Process • Service Desk KPIs Assignment Design a Service Desk Workflow. Job Scenario Handle 500+ daily support requests while maintaining SLA targets.

Q: Module 6: Problem Management

Topics • Problem vs Incident • Root Cause Analysis • Known Error Database (KEDB) • Trend Analysis • Preventive Actions • Problem Closure Process Practical Exercise Perform Root Cause Analysis using 5 Why Technique. Job Scenario Recurring network outages require permanent resolution.

Q: Module 7: Change Enablement (Change Management)

Topics • Standard Changes • Normal Changes • Emergency Changes • Change Advisory Board (CAB) • Risk Assessment • Change Approval Process • Change Scheduling Assignment Prepare a Change Request Document. Job Scenario Deploy a critical application patch without impacting business operations.

Q: Module 8: Service Request Management

Topics • Request Fulfillment Process • Service Catalog • Approval Workflows • Automation Opportunities • Self-Service Portals Assignment Design a Service Catalog. Job Scenario Automate laptop provisioning requests.

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