Course description

INTRODUCTION

In today’s fast-moving digital world, keeping IT services running smoothly is key to any organization’s success. The 2025 ITIL Service Management Conference is your chance to dive into the Information Technology Infrastructure Library (ITIL)—a practical, proven framework for delivering top-notch IT services that support business goals. We’ll explore how ITIL can help you streamline operations, delight customers, and keep improving over time. Join us to discover actionable strategies and connect with others who are transforming IT service management.

By the end of the conference, you’ll be able to:

• Understand the ITIL framework and how its service lifecycle works.
• Use ITIL processes to deliver better IT services.
• Align IT with your organization’s goals to drive success.
• Streamline IT operations for greater efficiency.
• Build a culture of continuous improvement in your IT team.
• Spot and manage risks in IT service delivery.
• Boost customer satisfaction with smarter service strategies.

WHO SHOULD ATTEND

• IT Managers and Directors
• IT Service Management Professionals
• IT Consultants
• Project Managers
• Business Analysts
• IT Support and Service Desk Staff
• Change and Release Managers
• Quality Assurance Specialists
• Senior Executives
• Anyone pursuing ITIL certification

CONFERENCE CONTENT

1. Getting Started with ITIL

• Learn the basics of ITIL and its evolution.
• See how ITIL improves IT service delivery with real-world benefits.
• Get familiar with key terms like service assets and value creation.

2. Crafting an IT Service Strategy

• Build IT strategies that support your organization’s goals.
• Prioritize services using tools like service portfolio management.
• Explore examples, like how a retail company aligned IT with sales targets.

3. Designing Reliable IT Services

• Create IT services that meet business needs and scale effectively.
• Develop a Service Design Package (SDP) to guide planning.
• Learn best practices for reliable, user-friendly services.

4. Managing IT Service Transitions

• Handle changes and deployments without disrupting operations.
• Use tools like ServiceNow for configuration and release management.
• Minimize risks during transitions with clear processes.

5. Running Smooth IT Operations

• Manage daily operations, from incidents to service requests.
• Improve user experience with efficient service desk practices.
• Resolve issues faster using tools like incident tracking software.

6. Driving Continuous Improvement

• Use ITIL’s Continual Service Improvement (CSI) model to keep getting better.
• Track progress with metrics like customer satisfaction and downtime reduction.
• Analyze data to find opportunities for improvement.

7. Mastering Key ITIL Processes

• Resolve incidents quickly to keep services running smoothly.
• Dig into root causes with problem management techniques.
• Manage changes and releases to maintain stability.

8. Building Effective ITIL Teams

• Understand key ITIL roles, like Process Owner and Service Manager.
• Set clear responsibilities to keep teams aligned.
• Foster teamwork and communication for better results.

9. Bringing ITIL to Your Organization

• Follow practical steps to roll out ITIL in your workplace.
• Tailor ITIL practices to fit your organization’s unique needs.
• Address resistance to change with clear, open communication.

10. Measuring ITIL Success

• Track progress with metrics like service uptime and resolution times.
• Evaluate your ITIL efforts through feedback and audits.
• Use insights to refine and improve your processes.

11. Learning from Real-World ITIL Success

• Explore case studies, like how a healthcare provider streamlined IT with ITIL.
• Get practical tips from organizations that got ITIL right.
• Avoid common pitfalls with lessons learned from others.

12. Hands-On Workshop

• Put ITIL concepts to work through interactive activities, like drafting a service strategy.
• Share challenges and solutions in an open Q&A session.
• Collaborate with peers to create actionable plans for your organization.

What will i learn?

• Understand itil framework: grasp the core concepts and structure of the itil framework and its service lifecycle model;
• Implement key processes: apply key itil processes and best practices to improve it service management and delivery;
• Align it with business goals: align it services with organizational objectives to enhance overall business performance
• Optimize service delivery: utilize itil methodologies to streamline it operations and improve service efficiency;
• Drive continual improvement: apply itil principles to foster a culture of continual service improvement and innovation

Frequently asked question