IT SERVICE MANAGEMENT (ITSM) WORKSHOP
A LEARNING OPPORTUNITY FOR YOUR ORGANIZATION
Axentra Global is offering a FREE 2-day classroom-based IT Service Management (ITSM) Workshop designed to help IT professionals enhance their knowledge and skills in IT Service Management while gaining practical insights that can contribute to better IT processes, improved service delivery, and overall organizational improvement.
This learning opportunity is intended for IT Heads, C-Level Executives, IT professionals, and key decision-makers who want to strengthen their individual capabilities and apply their learnings to support their organization's goals.
Tell us why you need the training and share the ITSM challenges or areas you would like to improve in your organization.
Give yourself the opportunity to learn, gain practical ITSM knowledge, and bring valuable insights back to your workplace to help improve your company's IT service management practices.
WORKSHOP DETAILS
DATE: DECEMBER 17 & 18, 2026
CLASSROOM BASED, INSTRUCTOR-LED WORKSHOP
IT SERVICE MANAGEMENT (ITSM) WORKSHOP – MECHANICS
This 2-day classroom-based IT Service Management (ITSM) Workshop is part of our CSR initiative, designed to provide practical ITSM knowledge while engaging the right organizations and key decision-makers.
WORKSHOP MECHANICS
01 | TELL US WHY YOU NEED THE TRAINING
Share your organization's current ITSM challenges, objectives, or areas for improvement. This will help us better understand your organization's needs.
02 | CONFIRM YOUR PARTICIPATION
Coordinate with our team to confirm your participation in the 2-day classroom-based ITSM Workshop.
03 | ATTEND THE 2-DAY WORKSHOP
Join us for an interactive, classroom-based ITSM session focused on practical concepts, best practices, and real-world IT Service Management applications.
04 | WORKSHOP REQUIREMENTS
- Duration: 2 Days
- Format: Classroom-Based Session/Workshop
- Topic: IT Service Management (ITSM)
- BYOD (Bring Your Own Device)
- Limited to 40 participants
- Registration is on a first-come, first-served basis
05 | SHARE YOUR EXPERIENCE
After the workshop, share your experience and stay connected with us through our social media accounts for updates on future training programs and activities.
COURSE OUTLINE
IT SERVICE MANAGEMENT (ITSM) WORKSHOP
COURSE DESCRIPTION
This 2-day CSR workshop introduces participants to the core concepts, frameworks, and practices of modern IT Service Management (ITSM). Designed as an community-up skilling initiative, the program covers key service management principles, value co-creation, the four dimensions of service management, and core ITIL practices. Participants will gain practical insights into how modern organizations align digital services with customer expectations, drive operational efficiency, and deliver business value.
Duration: 2 days / 16 hours
Delivery Method: Classroom-based, Virtual Instructor-Led Training
LEARNING OBJECTIVES
By the end of this workshop, participants will be able to:
- Understand key service management concepts, including value co-creation, service offerings, utility, warranty, and service interactions.
- Differentiate between digital products and traditional services and understand customer outcome management.
- Grasp a high-level overview of the ITIL Guiding Principles to align service activities with stakeholder needs.
- Apply the Four Dimensions of Product and Service Management across organizations, technology, partners, and value streams.
- Analyze external factors influencing digital products using PESTLE analysis, regulatory compliance, and sustainability considerations.
- Detail key service management practices—including Incident, Problem, Change Control, Continual Improvement, and Service Desk Management-and map their role within the Service Value Chain.
WORKSHOP OUTLINE
Day 1 – Key Concepts & The Four Dimensions of Service Management
- Lesson 1: Key Concepts of Digital Product and Service Management
Topic A: Defining Value
- Understanding value co-creation
- Outcomes, costs, and risks
- Stakeholder expectations and value perception
Topic B: Products and Services
- Relationship between products, services, and technology resources
- Service offerings and customer outcomes
- Digital products versus traditional services
Topic C: Utility and Warranty
- "Fit for Purpose" versus "Fit for Use"
- Service quality and customer satisfaction
- Measuring service effectiveness
Topic D: Service Interactions
- Service actions, resource access, and goods transfer
- Service consumption models
- Customer engagement throughout the service lifecycle
- Lesson 2: The ITIL Four Dimensions of Product and Service Management
Topic A: Organizations and People
- Organizational structures, workforce competencies, leadership, and culture
Topic B: Information and Technology
- Data and information management, emerging technologies, AI, and cognitive computing
Topic C: Partners and Suppliers
- Vendor management, service integration and management, strategic partnerships
Topic D: Value Streams and Processes
- Workflow optimization, process design, and operational efficiency
Topic E: External Factors
- PESTLE analysis, regulatory/compliance, and sustainability factors
Day 2 – Guiding Principles Overview & Detailed Service Management Practices
- Lesson 3: The ITIL Guiding Principles (High-Level Overview)
Topic A: Focus on Value — Aligning activities with stakeholder needs & creating measurable business outcomes
Topic B: Start Where You Are — Assessing current capabilities & leveraging existing strengths
Topic C: Progress Iteratively with Feedback — Continuous learning & feedback-driven improvement
Topic D: The Complete Set of Guiding Principles
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimize and Automate
- Lesson 4: Detailed ITIL Practices & Service Value Chain Integration
- Continual Improvement: Continual improvement model and practical execution
- Change Control: Managing change risks and release authorization workflows
- Incident Management: Restoring normal service operation rapidly
- Problem Management: Root cause analysis and preventing recurring incidents
- Service Desk & Service Desk Management: Single point of contact and user support operations
- Service Level Management: Setting, tracking, and managing service targets
REGISTER NOW
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