ITL 540 - IT Service Management

Course Overview

IT Service Management (ITSM) encompasses the activities by which IT organizations manage the end-to-end delivery of services to customers. ITL 540 covers the principles and practices of ITSM using industry standards and best practices, including ITIL, with emphasis on data-driven and AI-enabled service operations. Topics include Incident, Problem, and Service Request Management; Change Control; Service Catalog and Portfolio Management; Service Level and Continuity Management (Disaster Recovery and Business Continuity); Knowledge Management; and IT Asset and Service Configuration Management. The course focuses on practical skills, modern tooling, and decision-making to prepare graduates to lead IT service teams in increasingly automated and intelligent service environments.


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