IT Service Management in Practice

Service management frameworks are widely adopted and unevenly useful, because the process is often implemented without the intent behind it. This programme focuses on the operational core: restoring service fast, finding causes so incidents stop recurring, and changing systems without causing the next outage.

It runs 7 times over the published calendar, in 6 cities and live online. Every date is the same programme with the same content and the same certificate.

• Run incident management focused on restoration rather than on categorisation.
• Conduct problem management that identifies and removes cause.
• Operate change management proportionate to risk.
• Define service levels that reflect what the business actually needs.

Service desk leads, IT operations managers, and those implementing or improving service management.

Short input, then work. Across 3 days of roughly 6 teaching hours each, the balance sits deliberately with the second: a programme where the trainer talks for six hours produces notes rather than capability.

• Your own material

  Exercises run on situations delegates bring, not on a case study written for a different organisation in a different decade.

• A capped cohort

  Small enough that everybody is asked something. Executive programmes are capped tighter still.

• Practice under scrutiny

  The difficult conversation, the challenged assumption, the decision defended out loud. Judgement is not built by watching.

• Something to take back

  Each day ends with a thing you can use on Monday rather than a slide deck you will not reopen.

• An incident process with defined priority and escalation.
• A problem review method with cause tracked to closure.
• A risk proportionate change process.
• A service level definition tied to business impact.

A GATI certificate recording what you attended, issued after the programme has run and attendance has been taken. Attending at least 80 per cent of the days earns a certificate of completion; attending less earns a certificate of attendance stating exactly what was attended.

Every certificate carries a code that anybody can check against GATI's own record, which is what makes it worth holding. It records participation. This site will not imply one it does not have.