Training Program: IT Service Management and Project Communication
Course 1: ITIL® 4 Specialist: Monitor, Support and Fulfil
Program Objectives

This training program is open to anyone interested in expanding their professional skills. The practical examples and exercises are chosen so they map well to the daily work of Process Owners; participation is expressly open to everyone, regardless of current professional role. The course teaches methods, tools, and content that can be applied in many different work contexts.

Practical Application for Process Owners

The following typical tasks from the daily work of Process Owners serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:

  • Process maps
  • Bottleneck analyses
  • SOP libraries
  • Value-stream reviews
  • Kaizen sprints
Content

The curriculum covers the introduction to ITIL 4 and its key practices, including people, roles, and collaboration in Event Management. Participants will learn about data flows, tools, and automation in monitoring, as well as the fundamentals and process flows of Incident Management. The course also delves into external sources and partner integration in the event flow, the functions and tasks of the Service Desk, and Event Management within the operational value stream. Specific topics include the Service Desk as a human interface, Service Request Management essentials, effective management of service requests, and Service Desk tools, channels, and knowledge bases. Monitoring and Event Management fundamentals, outsourcing, virtual agents, and partner roles in the Service Desk are also addressed. Participants will explore monitoring techniques and tools, the Service Desk within the service value stream, structured request handling, and the automation of service requests. Problem Management and its importance, including process flows and supplier integration for service requests, are covered. The integration of ITIL practices, case studies, and best practices are included, alongside incident handling, preparation for the certificate examination, and practical exercises and simulations. Supplier involvement in the incident process, including OLA, UC, and escalation, is also detailed, along with cause analysis methods and collaboration with partners for problem-solving.

Learning Objectives
  • Understand ITIL 4 principles and key practices.
  • Implement effective monitoring and event management strategies.
  • Manage incidents and service requests efficiently.
  • Optimize the role and functions of the Service Desk.
  • Apply problem management techniques for continuous improvement.
  • Integrate ITIL practices within the service value stream.
  • Prepare for the ITIL® 4 Specialist: Monitor, Support and Fulfil certification exam.

Career Prospects

This course is relevant for IT professionals involved in service desk operations, incident management, problem management, and service request fulfillment. It provides foundational knowledge for roles such as IT Service Manager, Service Desk Analyst, Incident Manager, and Problem Manager.

Course 2: Communication and Conflict Management for Project Managers
Content

The course is structured to cover the fundamentals of communication in project management and advanced communication skills. It also addresses conflict management as a key competency for project leaders. The program includes a concluding project and certification.

Learning Objectives
  • Master fundamental communication principles in project management.
  • Develop and apply advanced communication strategies.
  • Effectively manage and resolve conflicts within projects.
  • Understand the role of communication and conflict management in project success.

Career Prospects

This course is beneficial for individuals in project management roles seeking to improve their interpersonal and leadership skills. It supports career progression in project management by enhancing the ability to lead teams and navigate project challenges.

Summary

This training program combines essential ITIL 4 practices for IT service management with critical communication and conflict management skills for project managers. Participants will gain a comprehensive understanding of IT service delivery processes, from monitoring and support to fulfilling customer needs, alongside the interpersonal skills necessary for effective project leadership and team collaboration. The program aims to enhance both technical IT service management capabilities and essential soft skills for project success.