ITIL 4 Practice Manager — PM

Course description ITIL 4 Practice Manager is the specialist pathway for professionals who want to demonstrate advanced competence in ITIL operational and management practices. The course explores the practical application of practices within services, teams, workflows and value streams, focusing on roles, activities, metrics, integrations, automation and cross-practice collaboration. Learning objectives By the end of the course, learners will be able to: - design, apply and improve specific ITIL practices in real contexts; - connect operational and management practices to value streams and the Service Value Chain; - define roles, responsibilities, inputs, outputs, metrics and controls for each practice; - improve incident, problem, change, service request, service desk, monitoring, deployment, release and service configuration management; - integrate multiple practices to support end-to-end workflows and reduce operational inefficiencies; - use data, knowledge management and automation to increase quality, speed and traceability. Main contents - Structure and application of ITIL management practices. - Incident Management, Problem Management, Service Request Management and Service Desk. - Change Enablement, Deployment Management, Release Management and Service Configuration Management. - Monitoring and Event Management, Service Level Management and Continual Improvement. - Metrics, KPIs, controls, reporting and performance improvement. - Integration between practices, value streams and ITSM tools. - Automation, knowledge bases, workflows and collaboration across teams. Target audience This course is suitable for process owners, practice owners, service desk managers, incident managers, problem managers, change managers, release managers, configuration managers, ITSM consultants, operational specialists and professionals who want to strengthen specialist competence in specific ITIL areas. Expected outcomes Learners acquire practical and specialist capabilities to implement and optimise ITIL practices in a measurable way. The course improves stability, speed, service quality, operational control and collaboration across functions, reducing fragmentation and non-standardised approaches.