Klarheit
Information Technology

IT Service Management and ITIL Practice

A results focused programme in information technology, built around the real challenges professionals face in IT Service Management and ITIL Practice.

3 daysClassroomOnlineIn House
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Overview

IT Service Management and ITIL Practice responds to a clear need across digital transformation & innovation, for professionals who can apply sound information technology practice under real world conditions. The programme is structured to build capability step by step, from foundational concepts through to applied practice.

The result is a cohort of professionals equipped to lead, influence and deliver stronger outcomes in information technology across their organisations.

Course objectives

  • Apply core information technology principles and best practice to real workplace challenges.
  • Build a personal action plan for applying IT Service Management and ITIL Practice back at work.
  • Formulate metrics and KPIs to track progress in information technology.
  • Coordinate cross functional efforts that depend on strong information technology.
  • Lead initiatives that strengthen information technology across a team or organisation.
  • Review emerging trends shaping the future of information technology.
  • Evaluate current approaches to information technology and identify areas for improvement.

Who should attend

  • Cross functional team members collaborating on information technology projects
  • Professionals transitioning into information technology focused roles
  • Consultants and advisors specialising in information technology
  • Managers and team leaders responsible for information technology
  • Senior executives shaping organisational strategy around information technology

Course outline

Module 1: Foundations of Information Technology

  • Diagnose a workplace scenario and propose a course of action
  • Review a checklist of quick wins to apply immediately after the course
  • Debate the merits of competing approaches in an open forum
  • Break into syndicate groups to work through a realistic case study

Module 2: Risk, Governance and Compliance

  • Draft key performance indicators to monitor progress
  • Identify common pitfalls and how to avoid them
  • Walk through a step by step implementation checklist

Module 3: Core Principles and Frameworks in Information Technology

  • Interpret data and metrics used to track information technology performance
  • Work through a short simulation exercise in pairs
  • Consider how technology is reshaping information technology in practice
  • Map stakeholder needs and expectations for information technology initiatives

Module 4: Technology and Innovation in Information Technology

  • Work through practical exercises and small group discussion
  • Evaluate the strengths and weaknesses of common information technology models
  • Unpack a short reading and relate it back to daily practice
  • Benchmark current practice against recognised industry standards

Module 5: Planning and Implementation

  • Build a personal action plan for immediate use
  • Role play a difficult conversation relevant to information technology
  • Draft a short brief communicating information technology priorities to senior leadership
  • Explore the regulatory and compliance landscape relevant to information technology

Module 6: Tools and Techniques for Information Technology

  • Discuss current trends and the future direction of information technology
  • Review recent research and thought leadership shaping information technology
  • Apply frameworks to a live workplace scenario
  • Capture lessons learned and share them with the wider group
  • Practice giving and receiving structured peer feedback

Module 7: Action Planning and Implementation

  • Review key concepts and terminology used in information technology
  • Review sample templates and adapt them for your own organisation
  • Close with a personal commitment to three specific actions
  • Assess the resourcing and budget implications of proposed changes
  • Examine real world case studies and lessons learned

Training methodology

  • Facilitated by practitioners with direct industry experience in the subject area.
  • Includes hands on exercises, group work and peer to peer learning.
  • Delivered through a blend of expert facilitation, structured input and interactive discussion.
  • Combines short input sessions with structured workshop activities.

Accreditation

Delegates who complete IT Service Management and ITIL Practice receive a Klarheit Certificate of Completion, recognising the hours of training undertaken and the topics covered. Certificates are issued at the close of the programme and can be used to support continuing professional development records.

Schedule

Upcoming sessions

Choose the city, date and delivery mode that works best for you or your team.

HarareNext
5 Aug 2026 to 7 Aug 2026
USD 1,999Register
Victoria Falls
14 Jan 2027 to 16 Jan 2027
USD 2,384Register
Live Online
26 May 2027 to 28 May 2027
USD 2,170Register
Get in touch

Enquire about this course

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Course

IT Service Management and ITIL Practice

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