Build practical IT service management knowledge by learning how services move through the complete lifecycle—from discovering customer needs to delivery, support, and continual improvement. This course is designed for learners supporting IT operations, managing services, or building a foundation in service management.

You’ll learn to analyze customer needs, demand, and service opportunities, then apply service design principles to develop and validate solutions aligned with business and customer requirements. You’ll explore service acquisition, resource and supplier management, procurement, service build planning, testing, deployment readiness, change enablement, release management, and service transition. You’ll also examine service operations, incident and request management, operational monitoring, service delivery, performance measurement, problem management, and continual support improvement. By connecting discovery, design, acquisition, transition, operations, and support, the course gives you a structured view of how reliable services are planned, delivered, measured, supported, and improved to strengthen service quality and customer satisfaction.