IT Service Management, Resilience and Leadership

Categories: IT Leadership
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About Course

12 months of access. Your one-time payment gives you access to this course for 12 months from the day you are enrolled. It does not renew automatically. Want the whole catalogue? All-access membership is coming soon.

How this course works

  • 12 months of access from the day you enrol
  • Self-paced lessons, hands-on labs and resources
  • Certificate of completion when you finish
  • Secure checkout with card (Stripe) or PayPal

Prefer live instruction? See the weekend cohorts. Want the whole catalogue? Membership is coming soon.

Technical skill gets you promoted; service management and leadership keep you there. This advanced course covers how to run IT as a service: meaningful service levels, change without bureaucracy, resilience planning, major incident command and blameless reviews.

It draws on more than 20 years of corporate experience, and it finishes with the leadership skills that matter most: budgets, vendors, coaching a team and reporting to executives.

What Will You Learn?

  • Run incident, request, problem and change practices that work
  • Plan backup, disaster recovery and business continuity
  • Lead a major incident and communicate in a crisis
  • Manage budgets, vendors and contracts
  • Coach a team and report to executives with confidence

Course Content

Service Management Foundations
How to think about IT as a set of services that create value, how to separate incidents, requests and problems, and how to set service levels people can trust.

  • Value, services and the ITIL mindset
  • Incident, request and problem management
  • Service levels that mean something
  • Module 1 quiz: Service Management Foundations

Change and Release
How to make changes safely and quickly: right-sized approval, honest risk assessment, and releases you can back out of.

Resilience
How to work out what matters most to the business, protect it with backups you have proven, and plan for recovery and continuity when things go badly wrong.

Major Incidents
How to lead the response to a serious outage, keep people informed while it is happening, and learn from it afterwards without blame.

Leading IT
The management side of the role: money and suppliers, building a capable team, and explaining IT to executives and the board.