MANAGEMENT

★★★★★

(2,095 ratings) 50,000+ Student

ITIL V5 (IT SERVICE MANAGEMENT)

The ITIL V5 (IT Service Management) course is designed to help professionals understand and apply industry-standard IT service management practices. The training covers service strategy, incident management, problem management, change management, service delivery, continual improvement, and modern ITSM frameworks. Through practical examples and job-oriented scenarios, learners gain the knowledge needed to improve service quality, enhance operational efficiency, and align IT services with business goals. As organizations increasingly focus on delivering reliable and customer-centric IT services, this course is ideal for IT support professionals, service desk teams, system administrators, IT managers, and anyone looking to build a career in IT service management.

Radical Technologies

50,000+ English 24 hours Weekdays / Weekends Classroom / Online / Corporate

Online / Classroom

IT Training Programme

Duration 24 hours

Batch Type Weekdays / Weekends

Mode of Training Classroom / Online / Corporate

Locations Pune, Bangalore, Kochi

Language English

Certification Globally Recognized

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100% placement assistance

What you'll learn

Understand core concepts and architecture from the ground up

Get hands-on with the tools used by working professionals

Build real-world projects you can add to your portfolio

Learn industry best practices and coding standards

Practice with real datasets and real-world scenarios

Prepare for certification and technical interviews

Work on collaborative, team-based exercises

Apply performance tuning and optimization techniques

Understand how the technology fits into a larger ecosystem

Complete assignments reviewed by mentors

Programme Overview

23 sections covering the complete curriculum — a single, progressive learning arc.

24 hours

Training Duration

Core Modules

199

Total Lessons

4.4★

Average Rating

50K+

Students Trained

Foundations & Core Concepts

Get hands-on with the fundamentals and architecture — the building blocks for everything that follows.

Fundamentals Architecture Setup

Hands-On Practical Training

Work through real exercises and assignments designed to mirror what you will do on the job.

Practicals Assignments Labs

Real-World Projects

Apply what you have learned to end-to-end projects that go straight into your portfolio.

Projects Portfolio Case Studies

Advanced Techniques

Go beyond the basics with advanced concepts, integrations and production-grade practices.

Advanced Integration Best Practices

Ecosystem Integration

Understand how this technology connects with the broader tools and platforms used in the industry.

Ecosystem Tools Platforms

Performance & Interview Prep

Master optimization techniques and prepare for the technical interview questions employers actually ask.

Optimization Interview Prep Certification

Who is this programme for?

Whether you're already writing code, working with data, or supporting applications today — this programme is built to take you into a MANAGEMENT role.

Software Developers

Engineers who want to add this skill set to their toolkit

Analysts & Consultants

Professionals moving into a more technical, hands-on role

IT Professionals

System admins and support engineers upskilling into a new domain

Fresh Graduates

CS/IT graduates aiming for a job-ready technical role

Course Curriculum

23 sections • 199 lessons • 24 hours

Jump to Section

Total Duration

24 hours

100% Practical · Unlimited Doubt Sessions

01 ITIL V5 (IT Service Management) Training Program

Foundation to Advanced | ITSM Best Practices | Job-Oriented Scenarios

Duration: 24 Hours

02 Target Audience

• IT Support Engineers

• Service Desk Analysts

• Incident Managers

• Problem Managers

• Change Managers

• IT Operations Teams

• Cloud & Infrastructure Engineers

• DevOps Engineers

• IT Managers

• Service Delivery Managers

03 Module 1: Introduction to IT Service Management (ITSM)

Topics

• What is ITSM?

• Evolution of ITIL

• ITIL Framework Overview

• Benefits of ITIL

• IT Service Lifecycle

• Business Value of ITSM

• ITSM vs IT Operations

• ITSM in Cloud and DevOps Environments

Assignment

›Map IT services used in your organization.

Job Scenario

›A company lacks a structured IT support process and wants to improve service quality.

04 Module 2: ITIL Service Value System (SVS)

Topics

• Service Value System Overview

• Service Value Chain

• Inputs and Outputs

• Opportunity and Demand

• Governance

• Continual Improvement

• Practices and Value Streams

Assignment

›Create a Service Value Chain for an Employee Onboarding Process.

Job Scenario

›Management wants to improve end-user experience and reduce service delivery delays.

05 Module 3: Guiding Principles of ITIL

Topics

• Focus on Value

• Start Where You Are

• Progress Iteratively

• Collaborate and Promote Visibility

• Think and Work Holistically

• Keep It Simple and Practical

• Optimize and Automate

Assignment

›Apply ITIL guiding principles to an existing IT process.

Job Scenario

›An IT team wants to automate repetitive support tasks.

06 Module 4: Incident Management

Topics

• Incident Lifecycle

• Incident Classification

• Incident Prioritization

• Major Incident Management

• Escalation Procedures

• SLA Management

• Incident Reporting

Practical Exercise

Create Incident Priority Matrix.

Job Scenario

›A production server outage affects 2,000 users. Manage the incident from detection to resolution.

07 Module 5: Service Desk Operations

Topics

• Service Desk Functions

• Ticket Lifecycle

• User Communication

• Ticket Escalation

• Knowledge Base Usage

• Shift Handover Process

• Service Desk KPIs

Assignment

›Design a Service Desk Workflow.

Job Scenario

›Handle 500+ daily support requests while maintaining SLA targets.

08 Module 6: Problem Management

Topics

• Problem vs Incident

• Root Cause Analysis

• Known Error Database (KEDB)

• Trend Analysis

• Preventive Actions

• Problem Closure Process

Practical Exercise

Perform Root Cause Analysis using 5 Why Technique.

Job Scenario

›Recurring network outages require permanent resolution.

09 Module 7: Change Enablement (Change Management)

Topics

• Standard Changes

• Normal Changes

• Emergency Changes

• Change Advisory Board (CAB)

• Risk Assessment

• Change Approval Process

• Change Scheduling

Assignment

›Prepare a Change Request Document.

Job Scenario

›Deploy a critical application patch without impacting business operations.

10 Module 8: Service Request Management

Topics

• Request Fulfillment Process

• Service Catalog

• Approval Workflows

• Automation Opportunities

• Self-Service Portals

Assignment

›Design a Service Catalog.

Job Scenario

›Automate laptop provisioning requests.

11 Module 9: Configuration Management (CMDB)

Topics

• Configuration Items (CI)

• CMDB Fundamentals

• Asset Relationships

• Configuration Baselines

• Discovery Tools

Practical

Build a Sample CMDB Structure.

Job Scenario

›Identify impacted servers before implementing changes.

12 Module 10: Service Level Management

Topics

• SLA

• OLA

• Underpinning Contracts

• KPI Definition

• Service Reviews

• Service Reporting

Assignment

›Create SLA Metrics Dashboard.

Job Scenario

›Improve SLA compliance from 80% to 95%.

13 Module 11: Knowledge Management

Topics

• Knowledge Base Creation

• Knowledge Lifecycle

• Knowledge-Centered Service (KCS)

• Article Approval Process

Assignment

›Create Knowledge Articles for Common Issues.

Job Scenario

›Reduce repetitive support tickets using knowledge articles.

14 Module 12: Availability & Capacity Management

Topics

• Capacity Planning

• Performance Monitoring

• Availability Metrics

• Business Impact Analysis

• Capacity Forecasting

Assignment

›Create Server Capacity Planning Report.

Job Scenario

›Prepare infrastructure for a major seasonal sales event.

15 Module 13: IT Asset Management

Topics

• Hardware Asset Management

• Software Asset Management

• License Compliance

• Asset Lifecycle

• Asset Audits

Assignment

›Design Asset Tracking Process.

Job Scenario

›Track and audit 1,000 company laptops.

16 Module 14: Continual Improvement

Topics

• Continual Improvement Model

• Improvement Register

• Measurement Framework

• Maturity Assessment

• KPI Review

Assignment

›Create Continual Improvement Plan.

Job Scenario

›Improve service desk performance quarter over quarter.

17 Module 15: ITIL in Modern Technologies

Topics

• ITIL and Cloud Computing

• ITIL and DevOps

• ITIL and Agile

• ITIL and SRE

• ITIL and AI Operations (AIOps)

• ITIL in Multi-Cloud Environments

Assignment

›Map ITIL Practices to Cloud Operations.

Job Scenario

›Manage incidents in AWS and Azure environments.

18 Practical Labs

Lab 1

Create Incident Management Workflow

Lab 2

Perform Root Cause Analysis

Lab 3

Build Change Management Process

Lab 4

Create Service Catalog

Lab 5

Prepare SLA Dashboard

Lab 6

Develop Knowledge Base Articles

Lab 7

CMDB Relationship Mapping

Lab 8

Major Incident Simulation

19 Real-Time Projects

Project 1: IT Service Desk Transformation

Deliverables

• Incident Management

• SLA Framework

• Escalation Matrix

• KPI Dashboard

Project 2: Enterprise Change Management Process

Deliverables

• CAB Process

• Change Templates

• Risk Matrix

• Approval Workflow

Project 3: ITSM Implementation for a Cloud Environment

Deliverables

• Incident Process

• Request Fulfillment

• CMDB Structure

• Service Catalog

20 Job-Oriented Scenarios

Scenario 1

›Critical application outage affecting customers.

Scenario 2

›Failed software deployment requiring emergency rollback.

Scenario 3

›Repeated database failures causing business disruption.

Scenario 4

›Managing a Major Incident Bridge Call.

Scenario 5

›Meeting strict SLA commitments.

Scenario 6

›Designing a Service Catalog for an enterprise.

Scenario 7

›Handling cloud infrastructure incidents.

Scenario 8

›Conducting a Change Advisory Board (CAB) meeting.

Scenario 9

›Reducing incident recurrence through Problem Management.

Scenario 10

›Implementing ITIL practices in a DevOps environment.

21 Tools Exposure

• ServiceNow

• Jira Service Management

• ManageEngine ServiceDesk Plus

• BMC Helix ITSM

22 Career Opportunities

• Service Desk Analyst

• Incident Manager

• Problem Manager

• Change Manager

• Service Delivery Manager

• IT Operations Manager

• ITSM Consultant

• ServiceNow ITSM Consultant

• IT Infrastructure Manager

• Cloud Operations Manager

23 Recommended Certifications

• ITIL 5 Foundation (PeopleCert)

• ITIL 5 Specialist

• ITIL 5 Strategist

• ITIL 5 Managing Professional

• ITIL 5 Strategic Leader

Tools & Technologies

Every tool listed here is installed, configured and used in a hands-on lab session.

Core Tools

Hands-On Labs

Practical Environment

Industry-Standard Tools

Real-World Setup

Guided Exercises

Skill Building

Sample Datasets

Practice Material

Practice & Projects

Mini Projects

Applied Practice

Assignments

Mentor Reviewed

Doubt Sessions

Live Support

Career Readiness

Resume Building

Career Support

Mock Interviews

Interview Prep

Certification Prep

Global Recognition

Deployment & Delivery

Production Practices

Real-World Ready

Best Practices

Industry Standards

199+

Hands-On Lessons

Core Modules

24 hours

Training Duration

100%

Practical Training

You don't just learn ITIL V5 (IT SERVICE MANAGEMENT). You ship it.

Three major projects, each mirroring how production teams actually work — from guided foundations to a portfolio-ready capstone.

PROJECT // 01

Guided Foundation Project

→Requirement Analysis

→Guided Implementation

→Mentor Review

→Iteration

Foundation Beginner

Apply the fundamentals in a structured, mentor-reviewed project

Take the core concepts from the first half of the curriculum and apply them to a realistic scenario, with guidance and feedback from your mentor at every step.

Structured project brief

Step-by-step implementation

Mentor feedback and review

Documented outcome

Stack Core Concepts Best Practices

PROJECT // 02

Applied Practice Project

→Scenario Design

→Independent Build

→Testing & Validation

→Peer Review

Applied Intermediate

Build a more independent project mirroring real production scenarios

Work through a project that combines multiple concepts from the curriculum, closer to how work is actually structured on the job — less hand-holding, more ownership.

End-to-end implementation

Testing and validation

Documentation

Peer/mentor review

Stack Applied Skills Testing

PROJECT // 03

Capstone Project

→Planning

→End-to-End Build

→Review & Refinement

→Presentation

Capstone Advanced

Take a project from requirements to a polished, portfolio-ready deliverable

Your final project — plan, build, test and present a complete solution using everything covered in the curriculum, reviewed by mentors before you graduate.

Complete working solution

Presentation-ready documentation

Mentor sign-off

Portfolio-ready deliverable

Stack Full Curriculum Portfolio

All 3 projects go directly into your portfolio & resume — reviewed by mentors before you graduate.

See Sample Project Reports

Upcoming Batches

No upcoming batches scheduled right now. Enquire to get notified.

Why Radical Technologies

Live Online Training

Highly practical oriented training
Installation support on your system
24/7 Email and Phone support
100% Placement Assistance
Global Certification Preparation
Trainer-Student Interactive Portal
Assignments and Projects by Mentors

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Live Classroom Training

Weekend / Weekdays / Morning / Evening batches
80:20 Practical and Theory ratio
Real-life Case Studies
Easy make-up for missed sessions
PSI | Kryterion | Redhat Test Centers
Lifetime Video Classroom Access (coming soon)
Resume Prep and Mock Interviews

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Self-Paced Training

Learn 300+ courses at your own time
50,000+ Satisfied Learners
Course Completion Certificate
Practical Labs available
Mentor Support available
Doubt Clearing Session available
10% Discounted Global Certification

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Global Certification

Radical Technologies is the leading IT certification institute in Pune, offering globally recognized certifications across various domains. With expert trainers and comprehensive materials, we ensure students gain in-depth knowledge and hands-on experience to excel in their careers. Our certification programs are tailored to meet industry standards — from cloud technologies to data science — empowering individuals to stay ahead in the ever-evolving tech landscape.

Career Services

At Radical Technologies, we are committed to your success beyond the classroom. Our 100% Job Assistance program ensures that you are not only equipped with industry-relevant skills but also guided through the job placement process. With personalised resume building, interview preparation, and access to our extensive network of hiring partners, we help you take the next step confidently into your IT career.