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IT Service Management – Practice Management and Governance

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EN Jun 01 2026 Virtual
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IT Service Management – Practice Management and Governance

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IT Service Management – Practice Management and Governance

Learn in 1 day how to manage and govern your service management ecosystem

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Email: contact@qualiti7.com or qualiti7.com

This course is part of a set of complementary training courses based on the ITIL® framework. It is delivered as a workshop allowing participants to combine learning and practical application of principles in scenarios similar to real organizational contexts.

Language

The course and course materials are in English.

Duration

1 day workshop.

Prerequisite

A good knowledge of ITIL® is desirable. Knowledge of service management concepts is required.

Course structure

This course includes a series of interactive readings (75%) supplemented by an in-class exercise followed by group discussions (25%), allowing participants to apply the concepts covered during the training.

Course objectives

Understand the roles of the process owner, process manager, and service owner as defined by ITIL®, from daily activities through to maintenance and continual improvement.

Target audience

  • Professionals responsible for implementing, maintaining, or improving ITIL® practices
  • Individuals responsible for the delivery of products and services

Course content

  • Practice, product, and service owner roles
  • Practice owner: role, responsibilities, skills, and lifecycle contribution
  • Product owner: responsibilities, competencies, and lifecycle management
  • Service owner: role, responsibilities, and distinctions from service level managers
  • Contribution through the 4 ITIL® dimensions
  • Interaction between roles and service governance
  • Process control indicators and practice metrics
  • Process audits and verification
  • Communication practices
  • Intra- and inter-practice/service meetings
  • IT governance principles
  • Continual service improvement framework

Additional information

Class size: Maximum 12 participants.

Accreditation: This course does not provide ITIL credits or PDUs.

Literature included: Course materials.

Exam: This course does not include an exam.