IT Service Management (ITSM) Course
This course equips participants with essential ITSM skills tailored for SaaS environments, focusing on workflow design, performance metrics, and governance to enhance service reliability and customer satisfaction.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The IT Service Management (ITSM) Course provides practical skills to design a clear service catalogue, define SLAs, and structure incident, request, and change workflows that really work. Learn how to set SMART goals, track KPIs like MTTR and change success rate, build effective dashboards, and run monthly reviews so you can reduce recurring issues, improve customer experience, and support reliable, scalable services.
Elevify advantages
Develop skills
- ITSM foundations for SaaS: set SMART goals and align services to business value.
- Incident and request workflows: design, route, and measure for fast SaaS support.
- Change and release control: manage risk with approvals, testing, and rollback plans.
- Service catalogue design: define SaaS services, SLAs, tiers, and clear service boundaries.
- ITSM reporting and governance: build dashboards, KPIs, roles, and CMDB basics.
Suggested summary
Before starting, you can change the chapters and workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
As suas aulas são perfeitas. Adquiri o pacote de um ano e, finalmente, tenho a oportunidade de acompanhar diversos temas do meu interesse sem precisar mudar de plataforma... agradeço por tudo o que fazem, já recomendei vocês a outras pessoas...

Giulio CarloAluno de Marketing Digital
Eu gosto de como as lições são direto ao ponto e como eu consigo alterar capítulos e pular conteúdos que não preciso.

Mariana FerresAluna de Fotografia
Gosto do conteúdo e do modo de apresentação e transcrição de vídeos, o que acelera o processo!

Luciana AlvarengaAluna de Design de Unhas
A plataforma é rápida, simples de usar. A diversidade de conteúdo e os vídeos complementares ajudam muito no aprendizado.

Giulio CarloAluno de Engenharia de Prompt
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