Digital, AI and Cyber Security
IT Systems and Governance
IT Service Management in Practice
Run incident, problem and change so that service improves rather than the process being followed.
- Duration
- 3 days
- Contact hours
- 18
- Level
- Intermediate
- Fee from
- On enquiry
Overview
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.
Who should attend
Service desk leads, IT operations managers, and those implementing or improving service management.
What you will be able to do
- 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.
How it is taught
Short input, then work, across 3 days of roughly 6 teaching hours each. Exercises run on situations delegates bring rather than on a case study written for a different organisation. Cohorts are capped so that everybody is asked something.
Available as classroom, live online, in house.
Programme outline
Day 1
Incident
- Restoration first
- Priority and escalation
- Major incident handling
- Communication during outage
Day 2
Problem
- Cause analysis
- Known error and workaround
- Recurrence as the measure
- Proactive problem management
Day 3
Change and service level
- Risk proportionate change
- Change that causes incidents
- Service levels tied to impact
- Reporting that drives improvement
What you leave with
- 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.
Dates and fees
| Dates | Location | Format | Fee |
|---|---|---|---|
| 23 to 25 November 2026 | Kampala, Uganda | Classroom | US$1,200 |
| 30 November 2026 to 2 December 2026 | Cape Town, South Africa | Classroom | R12,000 |
| 7 to 9 December 2026 | Cairo, Egypt | Classroom | US$1,200 |
| 14 to 16 December 2026 | Gaborone, Botswana | Classroom | R12,000 |
Fees are per delegate and cover tuition, all programme materials and the certificate. Travel, accommodation and visas are arranged by the delegate. Registration closes two weeks before a programme starts.
Certificate
A GATI certificate recording what was 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.
It records participation. and GATI does not claim one it does not hold.