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The ITIL V5 (IT Service Management) course is designed to help professionals understand and apply industry-standard IT service management practices. The training covers service strategy, incident management, problem management, change management, service delivery, continual improvement, and modern ITSM frameworks. Through practical examples and job-oriented scenarios, learners gain the knowledge needed to improve service quality, enhance operational efficiency, and align IT services with business goals. As organizations increasingly focus on delivering reliable and customer-centric IT services, this course is ideal for IT support professionals, service desk teams, system administrators, IT managers, and anyone looking to build a career in IT service management.
Duration of Training : 24 Hours
Batch type : Weekdays/Weekends
Mode of Training : Classroom/Online/Corporate Training
Detailed Syllabus • Hands-on Labs • Assignments • Support-Focused • Implementation
Curriculum Designed by Experts
Foundation to Advanced | ITSM Best Practices | Job-Oriented Scenarios
Duration: 24 Hours
• IT Support Engineers
• Service Desk Analysts
• Incident Managers
• Problem Managers
• Change Managers
• IT Operations Teams
• Cloud & Infrastructure Engineers
• DevOps Engineers
• IT Managers
• Service Delivery Managers
Topics
• What is ITSM?
• Evolution of ITIL
• ITIL Framework Overview
• Benefits of ITIL
• IT Service Lifecycle
• Business Value of ITSM
• ITSM vs IT Operations
• ITSM in Cloud and DevOps Environments
Assignment
Map IT services used in your organization.
Job Scenario
A company lacks a structured IT support process and wants to improve service quality.
Topics
• Service Value System Overview
• Service Value Chain
• Inputs and Outputs
• Opportunity and Demand
• Governance
• Continual Improvement
• Practices and Value Streams
Assignment
Create a Service Value Chain for an Employee Onboarding Process.
Job Scenario
Management wants to improve end-user experience and reduce service delivery delays.
Topics
• Focus on Value
• Start Where You Are
• Progress Iteratively
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep It Simple and Practical
• Optimize and Automate
Assignment
Apply ITIL guiding principles to an existing IT process.
Job Scenario
An IT team wants to automate repetitive support tasks.
Topics
• Incident Lifecycle
• Incident Classification
• Incident Prioritization
• Major Incident Management
• Escalation Procedures
• SLA Management
• Incident Reporting
Practical Exercise
Create Incident Priority Matrix.
Job Scenario
A production server outage affects 2,000 users. Manage the incident from detection to resolution.
Topics
• Service Desk Functions
• Ticket Lifecycle
• User Communication
• Ticket Escalation
• Knowledge Base Usage
• Shift Handover Process
• Service Desk KPIs
Assignment
Design a Service Desk Workflow.
Job Scenario
Handle 500+ daily support requests while maintaining SLA targets.
Topics
• Problem vs Incident
• Root Cause Analysis
• Known Error Database (KEDB)
• Trend Analysis
• Preventive Actions
• Problem Closure Process
Practical Exercise
Perform Root Cause Analysis using 5 Why Technique.
Job Scenario
Recurring network outages require permanent resolution.
Topics
• Standard Changes
• Normal Changes
• Emergency Changes
• Change Advisory Board (CAB)
• Risk Assessment
• Change Approval Process
• Change Scheduling
Assignment
Prepare a Change Request Document.
Job Scenario
Deploy a critical application patch without impacting business operations.
Topics
• Request Fulfillment Process
• Service Catalog
• Approval Workflows
• Automation Opportunities
• Self-Service Portals
Assignment
Design a Service Catalog.
Job Scenario
Automate laptop provisioning requests.
Topics
• Configuration Items (CI)
• CMDB Fundamentals
• Asset Relationships
• Configuration Baselines
• Discovery Tools
Practical
Build a Sample CMDB Structure.
Job Scenario
Identify impacted servers before implementing changes.
Topics
• SLA
• OLA
• Underpinning Contracts
• KPI Definition
• Service Reviews
• Service Reporting
Assignment
Create SLA Metrics Dashboard.
Job Scenario
Improve SLA compliance from 80% to 95%.
Topics
• Knowledge Base Creation
• Knowledge Lifecycle
• Knowledge-Centered Service (KCS)
• Article Approval Process
Assignment
Create Knowledge Articles for Common Issues.
Job Scenario
Reduce repetitive support tickets using knowledge articles.
Topics
• Capacity Planning
• Performance Monitoring
• Availability Metrics
• Business Impact Analysis
• Capacity Forecasting
Assignment
Create Server Capacity Planning Report.
Job Scenario
Prepare infrastructure for a major seasonal sales event.
Topics
• Hardware Asset Management
• Software Asset Management
• License Compliance
• Asset Lifecycle
• Asset Audits
Assignment
Design Asset Tracking Process.
Job Scenario
Track and audit 1,000 company laptops.
Topics
• Continual Improvement Model
• Improvement Register
• Measurement Framework
• Maturity Assessment
• KPI Review
Assignment
Create Continual Improvement Plan.
Job Scenario
Improve service desk performance quarter over quarter.
Topics
• ITIL and Cloud Computing
• ITIL and DevOps
• ITIL and Agile
• ITIL and SRE
• ITIL and AI Operations (AIOps)
• ITIL in Multi-Cloud Environments
Assignment
Map ITIL Practices to Cloud Operations.
Job Scenario
Manage incidents in AWS and Azure environments.
Lab 1
Create Incident Management Workflow
Lab 2
Perform Root Cause Analysis
Lab 3
Build Change Management Process
Lab 4
Create Service Catalog
Lab 5
Prepare SLA Dashboard
Lab 6
Develop Knowledge Base Articles
Lab 7
CMDB Relationship Mapping
Lab 8
Major Incident Simulation
Project 1: IT Service Desk Transformation
Deliverables
• Incident Management
• SLA Framework
• Escalation Matrix
• KPI Dashboard
Project 2: Enterprise Change Management Process
Deliverables
• CAB Process
• Change Templates
• Risk Matrix
• Approval Workflow
Project 3: ITSM Implementation for a Cloud Environment
Deliverables
• Incident Process
• Request Fulfillment
• CMDB Structure
• Service Catalog
Scenario 1
Critical application outage affecting customers.
Scenario 2
Failed software deployment requiring emergency rollback.
Scenario 3
Repeated database failures causing business disruption.
Scenario 4
Managing a Major Incident Bridge Call.
Scenario 5
Meeting strict SLA commitments.
Scenario 6
Designing a Service Catalog for an enterprise.
Scenario 7
Handling cloud infrastructure incidents.
Scenario 8
Conducting a Change Advisory Board (CAB) meeting.
Scenario 9
Reducing incident recurrence through Problem Management.
Scenario 10
Implementing ITIL practices in a DevOps environment.
• ServiceNow
• Jira Service Management
• ManageEngine ServiceDesk Plus
• BMC Helix ITSM
• Service Desk Analyst
• Incident Manager
• Problem Manager
• Change Manager
• Service Delivery Manager
• IT Operations Manager
• ITSM Consultant
• ServiceNow ITSM Consultant
• IT Infrastructure Manager
• Cloud Operations Manager
• ITIL 5 Foundation (PeopleCert)
• ITIL 5 Specialist
• ITIL 5 Strategist
• ITIL 5 Managing Professional
• ITIL 5 Strategic Leader
Course completion certificate and Global Certifications are part of our all Master Program
Course completion certificate and Global Certifications are part of our all Master Program
Course completion certificate and Global Certifications are part of our all Master Program
Covers each topics with Real Time Examples . Covers More than 250+ Real Time Scenarios which is divided into L1 ( Basic ) + L2 ( Intermediate) and L3 ( Advanced ) . Trainer from Real Time Industry .This is completely hands-on training , which covers 90% Practical And 10% Theory
We give Combo Pack of RHEL 6 with RHEL 7 , to make sure all the candidate will get at least 5+ Year experience knowledge in Redhat Linux after attending this course.Covers SA1 + SA2 + SA3 topics in Details from the very basic to advanced level .
Complete RHCSA and RHCE Exam Preparations.Appear for Redhat Global Certification Exam At any time After the course – No need to wait to get schedule from Redhat .At your convenient time , you can book and appear for exam using our Individual Exam Delivery System called KOALA
Radical Technologies is the leading IT certification institute in Pune, offering a wide range of globally recognized certifications across various domains. With expert trainers and comprehensive course materials, it ensures that students gain in-depth knowledge and hands-on experience to excel in their careers. The institute’s certification programs are tailored to meet industry standards, helping professionals enhance their skillsets and boost their career prospects. From cloud technologies to data science, Radical Technologies covers it all, empowering individuals to stay ahead in the ever-evolving tech landscape. Achieve your professional goals with certifications that matter.
At Radical Technologies, we are committed to your success beyond the classroom. Our 100% Job Assistance program ensures that you are not only equipped with industry-relevant skills but also guided through the job placement process. With personalized resume building, interview preparation, and access to our extensive network of hiring partners, we help you take the next step confidently into your IT career. Join us and let your journey to a successful future begin with the right support.
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At Radical Technologies, we believe that a strong professional profile is key to standing out in the competitive IT industry. Our Profile Building services are designed to highlight your unique skills and experiences, crafting a resume and LinkedIn profile that resonate with employers. From tailored advice on showcasing your strengths to tips on optimizing your online presence, we provide the tools you need to make a lasting impression. Let us help you build a profile that opens doors to your dream career.
Infrastructure Provisioning
Implementing automated infrastructure provisioning and configuration management using Ansible. This may include setting up servers, networking devices, and other infrastructure components using playbooks and roles.
Applications Deployment
Automating the deployment and orchestration of applications across development, testing, and production environments. This could involve deploying web servers, databases. middleware, and other application components using Ansible
Continuous Integration
Integrating Ansible into CI/CD pipelines to automate software. build, test, and deployment processes. This may include automating the creation of build artifacts, running tests, and deploying applications to various environments.
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Red Hat Linux Certification is a prestigious credential recognized globally for its emphasis on practical skills and knowledge in Linux system administration and related technologies. This certification validates an individual’s proficiency in managing and troubleshooting Red Hat Enterprise Linux (RHEL) environments, making it a valuable asset for IT professionals aiming to excel in the open-source ecosystem.
Red Hat Linux, particularly Red Hat Enterprise Linux (RHEL), is renowned for its stability, security, and performance in enterprise environments. Its versatility allows it to be used in various applications across different industries. Here are some of the key applications of Red Hat Linux:
1.Server Operating System
Web Servers: RHEL is commonly used to host web servers, including Apache and Nginx, due to its robust performance and security features.
Database Servers: It is widely used to run database management systems like MySQL, PostgreSQL, and Oracle, providing a reliable platform for data storage and management.
Application Servers: RHEL supports various application servers, including JBoss, Tomcat, and WildFly, making it ideal for deploying enterprise applications.
2. Cloud Computing
Private Clouds: RHEL is a popular choice for building private cloud environments using platforms like OpenStack and Red Hat Virtualization.
Public Clouds: It is available on major public cloud providers like AWS, Microsoft Azure, and Google Cloud, offering scalability and flexibility for cloud-based applications.
Hybrid Clouds: RHEL enables seamless integration between on-premises infrastructure and cloud environments, supporting hybrid cloud strategies.
3. Virtualization
KVM (Kernel-based Virtual Machine): RHEL includes KVM for virtualization, allowing multiple virtual machines to run on a single physical host.
Red Hat Virtualization (RHV): RHV is a comprehensive virtualization solution for managing virtual servers and desktops, based on RHEL.
4. Containerization
Docker: RHEL supports Docker for containerizing applications, providing a consistent runtime environment across different systems.
OpenShift: Red Hat OpenShift is a Kubernetes-based platform for developing, deploying, and managing containerized applications, offering advanced features for enterprise environments.
5. Development Environment
Software Development: RHEL provides a stable and secure platform for software development, supporting a wide range of programming languages and development tools.
DevOps: It integrates well with DevOps tools and practices, enabling continuous integration and continuous deployment (CI/CD) pipelines.
6. Networking
Network Services: RHEL is used to provide various network services such as DNS, DHCP, FTP, and more.
Firewall and Security: It includes robust firewall and security features, making it suitable for use as a network security appliance.
7. Big Data and Analytics
Hadoop and Spark: RHEL supports big data platforms like Hadoop and Spark, providing a reliable and scalable environment for big data processing and analytics.
Data Warehousing: It is used for data warehousing solutions, offering high performance and reliability for large-scale data storage and analysis.
8. High-Performance Computing (HPC)
Scientific Computing: RHEL is used in scientific computing environments for tasks that require significant computational power, such as simulations and data analysis.
Cluster Computing: It supports the creation of compute clusters for parallel processing and distributed computing.
9. Internet of Things (IoT)
Edge Computing: RHEL is used in edge computing scenarios, providing a reliable platform for processing data close to the source in IoT applications.
IoT Gateways: It serves as a secure and stable operating system for IoT gateways, managing data flow between IoT devices and the cloud.
10. Enterprise Applications
ERP and CRM Systems: RHEL is often used to host enterprise resource planning (ERP) and customer relationship management (CRM) systems, ensuring reliable and secure operation.
Content Management Systems: It supports various content management systems (CMS) such as Drupal, Joomla, and WordPress, providing a stable environment for managing digital content.
Red Hat Linux’s extensive capabilities and robust features make it a versatile platform suitable for a wide array of applications across different industries. Its reliability, security, and performance ensure that it continues to be a preferred choice for enterprises worldwide.
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Our institute is renowned for its in-depth Linux RHEL 8 Classes, ensuring that each student receives hands-on experience and thorough knowledge. Located in the heart of Bangalore, Radical Technologies is the ideal destination for those seeking a top-tier Linux RHEL 8 Institute.
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