ITIL Service Management Masterclass
Improve service reliability, user value, and operational decisions with practical ITSM
Created by Ahmed Elhefny
Gain a practical understanding of IT service management by exploring how to connect operational work with user experience and business value. Learn to apply ITSM practices across incidents, problems, changes, requests, and continual improvement for more reliable digital services.
Packt | Oct 2026 | 1113 min
What You Will Learn
You will start by building a foundation in service value and the service value system. Through real-world scenarios, you will practice handling incidents, problems, changes, and requests while learning to coordinate with suppliers and manage assets. Practical exercises help you turn concepts into repeatable actions for ongoing improvement.
Key Features
- Develop judgment for managing incidents, problems, changes, and service requests
- Apply ITSM practices to improve service reliability and user experience
- Use evidence and measures to drive continual improvement and better decisions
Target Audience
Ideal for IT support professionals, service desk analysts, incident and change coordinators, and those in service delivery, GRC, audit, risk, or compliance roles. Beginners and experienced practitioners looking for hands-on ITSM skills will benefit, especially if you want to focus on workplace application rather than just terminology. No prior ITSM or ITIL experience is needed, though basic IT or business knowledge helps.
