Information Technology (IT)
IT Service Management and Operations Excellence
IT Service Management and Operations Excellence
A 4 days programme on it service management and operations excellence for information technology professionals, focused on itsm, service desk, and immediate workplace application.
Start date
Date to be confirmed
Duration
4 days
Location
Hybrid
Rating
4.7 / 5
Information Technology (IT)
IT Service Management and Operations Excellence
Dates & venues
1 scheduled delivery from the live catalogue
No upcoming dates are currently scheduled for this programme.
Dates to be confirmed
Pending confirmationDate to be confirmed
Legacy schedule: month=6, day=10, year=unknown
Hybrid · 4 days · $1,550
Programme essentials
Level
Intermediate
Language
English
Certificate
BCTCI Certificate of Completion
Group size
Up to 14
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About this course
IT Service Management and Operations Excellence is a 4-day intermediate programme designed for specialists and managers working in Information Technology. The course builds practical capability in IT Service Management, Operations Excellence, and Service Desk, using consultant-led workshops, real organisational cases, and tools you can apply immediately after the classroom. Participants leave with a structured implementation plan aligned to their role and to organisational priorities.
Learning objectives
What participants will be able to do after the programme.
- Explain the core principles, standards, and decision points that underpin IT Service Management and Operations Excellence.
- Apply practical frameworks for IT Service Management to realistic workplace scenarios.
- Diagnose performance gaps and select the right tools for Operations Excellence.
- Design an implementation roadmap that connects ITSM with measurable results.
- Communicate recommendations clearly to colleagues, executives, and external partners.
- Evaluate risks, trade-offs, and quality criteria related to Service Desk.
Personal impact
How this programme develops the individual professional.
- Gain confidence handling complex it service management issues without waiting for specialist support.
- Strengthen your professional credibility when advising managers and stakeholders on itsm.
- Expand your toolkit for operations excellence with methods you can use in the next working week.
- Build a personal action plan that links new skills to your current responsibilities and career goals.
Organizational impact
Benefits your organisation gains from this training.
- Improve consistency and quality of it service management practice across teams and units.
- Reduce rework, delays, and compliance gaps through clearer service desk processes.
- Enable knowledge transfer so information technology capability does not sit with a single individual.
- Support organisational strategy with practical tools for service desk and performance follow-up.
Programme outline
Day-by-day structure of the classroom sessions.
- 1
Day 1
Foundations of IT Service Management
- 1Context, challenges, and success criteria for IT Service Management and Operations Excellence
- 2Core concepts and language of IT Service Management
- 3Diagnostic exercise using participants’ real work situations
- 2
Day 2
Operations Excellence
- 1Tools and methods for Operations Excellence
- 2Applying ITSM and Service Desk in a facilitated case
- 3Group exercise, feedback, and translation to your organisation
- 3
Day 3
Operations Excellence
- 1Tools and methods for Operations Excellence
- 2Applying ITSM and Service Desk in a facilitated case
- 3Group exercise, feedback, and translation to your organisation
- 4
Day 4
Integration, practice, and workplace action planning
- 1Integrated case or simulation drawing on the full programme
- 2Peer review of draft workplace solutions
- 3Personal and organisational action plans, next steps, and certification briefing
Training methodology
How learning is delivered in the classroom.
- Consultant-led interactive workshops with practical frameworks
- Real-world case studies and facilitated group discussion
- Exercises designed around participants’ actual workplace challenges
- Peer exchange across organisations and sectors
- Action planning and post-course reference materials
- Blended classroom and virtual activities with the same practical outcomes
Main takeaways
Key outcomes participants leave with.
- Takeaway 1A practical working knowledge of IT Service Management and Operations Excellence
- Takeaway 2Ready-to-use approaches for ITSM and Service Desk
- Takeaway 3Applied competence in Operations
- Takeaway 4Applied competence in Service Desk
- Takeaway 5Applied competence in ITSM
- Takeaway 6Templates, checklists, or decision aids for it service management
- Takeaway 7A 30–90 day implementation plan agreed during the programme
Course essentials
Key facts for planning attendance and registration.
- Duration
- 4 days
- Format
- Hybrid
- Level
- Intermediate
- Location
- Hybrid
- Language
- English
- Certification
- BCTCI Certificate of Completion
- Prerequisites
- Open to professionals with relevant experience
- Class size
- 14
- Delivery
- Hybrid
Course Brochure
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We will contact you by email (and WhatsApp if provided) once it is ready.
Training Materials
Download course handouts, slides, and reference documents shared by your trainer.
Course Questionnaire
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