What you will learn

• Master core ITIL practices including incident, problem, and service request management to properly diagnose issues and maintain service quality.

• Establish effective service level agreements and manage standard, emergency, and normal changes through structured change enablement.

• Oversee vital organizational assets and deployment pipelines using service configuration, release, and IT asset management practices.

• Data files for this course are provided in the first course of this specialization, "ITIL 4: Foundations and Framework".