Methodology

Interactive lectures and presentations

Real-life case studies and practical exercises

Group activities and role-playing for real-world simulation

Quick assessments to track progress and understanding

Open discussions to share experiences among participants

Course Objectives

By the end of the course, participants will be able to:

Differentiate between incidents and service requests and handle each appropriately

Implement request and incident management processes based on ITIL stages

Apply suitable tools and techniques to reduce response time and impact

Prepare reports and analytics to support continuous improvement

Increase internal and external customer satisfaction

Target Audience

Information Systems Managers, Experts and Consultants Specializing in Information Systems Management

Target Competencies

Understanding the structure and objectives of request and incident management under ITIL

Applying incident and request handling procedures

Enhancing problem-solving and technical communication skills

Strengthening analytical thinking and teamwork in support environments