IT Service Management (ITIL) Masterclass: Troubleshooting and Optimisation

Course overview

Built for practitioners who already know the basics, this advanced course takes IT Service Management (ITIL) further: complex and non-routine scenarios, advanced analysis methods, troubleshooting, optimisation and the lessons learned from real failures.

Every day combines expert input with hands-on case work drawn from major projects and operating sites, so participants can make better technical and business decisions immediately.

Learning objectives

• Analyse complex, non-routine situations in IT Service Management (ITIL)
• Select and apply advanced analysis and evaluation methods
• Troubleshoot problems and identify root causes
• Optimise performance, cost and risk
• Transfer lessons learned from real case studies to your own site

Who should attend

IT and OT professionals, security analysts, risk and compliance officers and IT managers.

Daily outline

1. Day 1Review of key concepts and advanced theory
2. Day 2Complex scenarios and advanced analysis methods
3. Day 3Troubleshooting, failures and lessons learned
4. Day 4Optimisation, performance and decision-making
5. Day 5Regional case studies and final assessment

Training methodology

Interactive instructor-led sessions, worked examples, group exercises, real case studies, daily quizzes and pre/post assessments. Online sessions run live with the instructor, with recordings and digital materials.

Certificate: ITQAN Global Training certificate of completion for participants who meet attendance requirements and pass the assessment.

Dates and venues 2027–2030

Need other dates or another city? We run this course on demand for groups, anywhere in the world. Corporate & Custom →