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Description

ITSM: Mapping Your Services, Handling Incidents and Tracking Service Commitments

Understand what an ITSM approach changes in the daily work of an IT department

  • 1 day — 7 h
  • In-person or virtual
  • All levels
  • Up to 6 participants

Requests arrive by email, by telephone and in person. Nobody knows how many incidents are open, the same failures keep recurring, and users chase updates without knowing who to contact. Technical teams spend their days firefighting while projects wait.

This one-day programme establishes the vocabulary and the logic of service management. Participants learn to distinguish between an incident, a request and a problem, understand the role of a service desk and a service catalogue, interpret service commitments, and identify the first improvements that can be achieved without heavy tooling.

Learning objectives

  • Distinguish between incidents, service requests and problems among the enquiries received
  • Describe the role of a service desk and a service catalogue
  • Position the main service management processes and their interactions
  • Interpret a service commitment and the indicators that accompany it
  • Identify the first improvements applicable to your own organisation

What makes this programme different

Real enquiries brought by participants are sorted and qualified together
A simplified service catalogue is drafted from the team's actual activities
Every ITSM term is translated into an observable workplace situation

Programme

1From Informal Support to Service Management

Establishing a common vocabulary

  • What the notion of an IT service actually covers
  • The difference between an incident, a service request and a problem
  • The roles of the service desk and support teams
  • The concept of a service lifecycle

2Day-to-Day Processes

Managing the flow rather than being overwhelmed by it

  • Logging and qualifying an incident
  • Functional escalation and hierarchical escalation
  • Handling routine requests and simple automations
  • Investigating recurring root causes
  • Change management and release into production

3Catalogue, Commitments and Improvement

Making the service clear for users

  • Building a service catalogue that business teams can understand
  • The content of a service commitment and its associated indicators
  • Measuring satisfaction and making use of feedback
  • Selecting a first improvement scope

Who is it for

IT technicians and administrators, as well as project managers and business leads who work with an information systems department.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.