Build the skills behind dependable services.
Service quality depends on how people coordinate work, manage commitments and respond when something changes or goes wrong. Tools support that work; teams also need shared methods and clear responsibilities.
Our service management portfolio combines established learning pathways with practical workshops that address the way services are designed, supported and improved.
Who these programs support: service desk and operations teams, process owners, service managers, shared services functions and technology leaders.
Choose a Route That Matches Your Needs
These routes can complement one another. The selection should reflect your service environment, existing capability and intended outcomes.
ITIL
Helps participants understand: guidance for managing digital products and services.
Typical need: a shared approach across teams and roles.
FitSM
Helps participants understand: a lightweight approach to service management.
Typical need: establishing manageable service processes.
ISO/IEC 20000-1
Helps participants understand: requirements for a service management system.
Typical need: building implementation and assurance capability. See Standards, Risk and Cybersecurity.
Certification Pathways
Recognized service management qualifications. Entry requirements, examination arrangements and schedules are confirmed before booking.
ITIL Foundation (Version 5)
Build a shared foundation in managing digital products and services. A starting route for employees and managers developing their understanding of the current ITIL framework.
Best suited to: Service professionals and business or technology teams
Outcome: Shared terminology for service and product discussions
Format: Schedule and examination arrangements on request
ITIL Foundation Bridge (Version 5)
A focused transition option for eligible ITIL 4 certificate holders moving to the Version 5 Foundation qualification.
Best suited to: Existing ITIL 4 professionals
Outcome: An understanding of the updated Foundation guidance
Format: Eligibility and schedule confirmed before booking
Further ITIL Version 5 Learning
Explore the next step according to your responsibilities. Entry requirements and designation routes are checked for each learner.
ITIL Product: Product responsibilities and lifecycle decisions
ITIL Service: Service delivery and operational performance
ITIL Experience: User experience and value
ITIL Strategy: Strategic direction and investment alignment
ITIL Transformation: Organizing and sustaining change
FitSM Foundation
Introduce a lightweight model for managing IT services. A suitable entry point for teams seeking a practical, manageable service management approach.
Best suited to: Service teams and process owners
Format: One day
FitSM Advanced Service Planning and Delivery
Develop knowledge focused on planning services and managing delivery commitments.
Best suited to: Eligible service managers and process owners
Format: Two days; prerequisite qualification applies
FitSM Advanced Service Operation and Control
Develop knowledge focused on operating and controlling services.
Best suited to: Eligible operational and service process leads
Format: Two days; prerequisite qualification applies
FitSM Expert
Progress towards broader implementation and improvement capability after the required advanced qualifications.
Best suited to: Experienced service management professionals meeting entry requirements
Format: Expert route and eligibility assessed on request
Unified Service Management Foundation
Explore a common management method for service organizations. USM supports consistent service management across IT and other internal service functions.
Best suited to: Service managers, shared services teams and improvement leads
Format: Two days
AY&R Professional Workshops
Applied workshops that connect service management with your daily operations.
AI in IT Service Management
Assess where AI can support service work and where review remains necessary, using examples such as knowledge support, ticket classification and incident communications.
Topics: Use-case selection, knowledge quality, access boundaries, output checks, human approvals and measures
Practical output: A prioritized AI use-case list and a controlled pilot proposal
Format: Two days. An AY&R applied program, separate from the ITIL AI Governance qualification
Service Desk and Operational Improvement
Improve coordination across service requests, incidents and recurring problems. Participants examine handovers, communication and the information needed to manage service performance.
Topics: Categorization, escalation, knowledge, problem investigation, ownership and service measures
Practical output: A service improvement backlog and revised working agreements
Format: Two days
Change, Release and Service Readiness
Help teams coordinate the introduction of changes while maintaining service continuity. The workshop clarifies how development, testing, release and operational acceptance connect.
Topics: Change assessment, release planning, readiness evidence, support handover and review
Practical output: A draft readiness checklist and a mapped approval flow
Format: Two days
Common Questions
Which framework should we start with?
We consider your service complexity, existing qualifications and improvement priorities before recommending a route.
Can HR and shared services teams attend?
Enterprise service management workshops can include HR, facilities and other functions that provide internal services.
Related programs: Technology and AI Governance · Standards, Risk and Cybersecurity · Project, Change and Agile Delivery