Program Objectives
This training program is open to anyone interested in expanding their professional skills. The practical examples and exercises are chosen so they map well to the daily work of Social Media Managers; participation is expressly open to everyone, regardless of current professional role. The course teaches methods, tools, and content that can be applied in many different work contexts.
The following typical tasks from the daily work of Social Media Managers serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Reels scripts
- Community replies
- Hashtag strategies
- Storyboards
- Influencer briefings
The program is structured around two core courses: ITIL® 4 Specialist: Monitor, Support and Fulfil and DevOps Foundation Fast Track.
- ITIL® 4 Specialist: Monitor, Support and Fulfil*
The content covers the fundamentals of ITIL 4, focusing on key practices for service monitoring, support, and fulfillment. Topics include the role of people, roles, and collaboration in event management, data flows, tools, and automation in monitoring, and the essentials of incident and service request management. Detailed process flows for incident management, service request management, and event management are explored. The function and tasks of the service desk are examined, including its role as a human interface, its tools, channels, and knowledge bases. Problem management, its significance, and process workflows are also covered. The course emphasizes the integration of ITIL practices, supplier integration, and the application of technology in these processes. Case studies, best practices, and practical exercises are included to reinforce learning.
- DevOps Foundation Fast Track*
This course introduces the fundamental concepts and principles of DevOps, explaining its value proposition and cultural underpinnings. Key topics include DevOps values, principles, culture, and immunity, as well as stakeholder collaboration and agile methods in service management. Participants will learn about essential DevOps practices such as continuous integration, continuous delivery, and continuous deployment, alongside test methods and quality assurance. The course explores supporting technologies like containers, microservices, and open-source solutions. Lean thinking, lean production, and the DevOps tool landscape are examined. Performance measurement through metrics and KPIs, change management, and resilience are discussed. Innovative practices like ChatOps and experimentation are introduced. The program also covers value stream mapping, constraint management, and the importance of knowledge sharing.
- Integrated Topics*
The program synthesizes learning from both courses, highlighting how ITIL 4 practices complement DevOps principles for holistic IT service management. This includes understanding how to manage incidents, requests, and problems within a DevOps workflow, and how DevOps practices can enhance the efficiency of ITIL processes.
Learning ObjectivesUpon completion of this training program, participants will be able to:
- Understand and apply ITIL 4 concepts for monitoring, supporting, and fulfilling IT services.
- Implement effective strategies for incident management, service request management, and problem management.
- Operate and optimize the service desk function within an IT organization.
- Grasp the core principles, values, and cultural aspects of DevOps.
- Explain and apply key DevOps practices, including continuous integration, delivery, and deployment.
- Understand the role of automation, agile methodologies, and collaboration in DevOps.
- Analyze and improve IT workflows using techniques such as Value Stream Mapping.
- Integrate ITIL 4 service management frameworks with DevOps practices for enhanced IT operations.
- Prepare for relevant ITIL and DevOps certifications.
Career Prospects
This training program prepares individuals for roles that require a strong understanding of both IT service management and modern development and operations practices. Potential career paths include IT Service Manager, IT Operations Manager, DevOps Engineer, Service Desk Manager, Incident Manager, Problem Manager, and roles in IT project management and IT consulting. The acquired skills are applicable in organizations seeking to improve IT service delivery, enhance operational efficiency, and foster collaboration between development and operations teams.