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IT Service Management and ITIL Foundations

As African organisations depend more on technology, unstructured IT support leads to repeated outages, frustrated users and wasted effort. This course introduces service management practices that help IT teams deliver reliable, measurable services. Delegates learn the core processes behind incident, problem and change management and how to apply them practically without heavy bureaucracy.

What you will be able to do

  • Explain the purpose and value of IT service management.
  • Apply incident and request management to restore service quickly.
  • Use problem management to reduce recurring failures.
  • Manage changes safely to avoid self inflicted outages.
  • Define service levels and measure service performance.
  • Plan a practical, right sized service management improvement.

Course outline

  1. 01Introduction to IT Service Management
  2. 02Incident and Request Management
  3. 03Problem Management
  4. 04Change and Release Management
  5. 05Service Levels and Measurement
  6. 06The Service Desk in Practice
  7. 07Planning Service Improvement

Who should attend

IT support staff, service desk teams, IT managers and coordinators seeking structured service delivery practices.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 19 Aug 2026Lagos3US$1,500
24 to 26 Aug 2026Harare3US$1,500
31 Aug to 2 Sep 2026Kampala3US$1,500
7 to 9 Sep 2026Dar es Salaam3US$1,500
14 to 16 Sep 2026Pretoria3R13,000
21 to 23 Sep 2026Cape Town3R13,000
5 to 7 Oct 2026Online3US$900
12 to 14 Oct 2026Mozambique3US$1,500
19 to 21 Oct 2026Cairo3US$1,500
26 to 28 Oct 2026Accra3US$1,500
2 to 4 Nov 2026Lusaka3US$1,500
9 to 11 Nov 2026Kigali3US$1,500
16 to 18 Nov 2026Nairobi3US$1,500
23 to 25 Nov 2026Durban3R13,000
30 Nov to 2 Dec 2026Johannesburg3R13,000
14 to 16 Dec 2026Mauritius3US$1,500
21 to 23 Dec 2026Dubai3US$1,500

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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