To provide IT professionals—particularly senior development engineers—with a foundational understanding of ITIL (Information Technology Infrastructure Library) principles, enabling them to align software development with service management practices, improve delivery, and support cross-functional collaboration.
This course introduces the ITIL framework with a focus on its relevance to application development. It covers the ITIL service value system, key practices, and lifecycle stages with real-world examples tailored to development environments. Participants will learn how to enhance service quality, reduce rework, and collaborate more effectively with operations, support, and change management teams.
Target Group
Target Group:
Senior application development engineers
DevOps and platform engineers
Software project leads and technical team leaders
Engineers collaborating with operations, QA, or IT support teams
Developers seeking to enhance service management knowledge
Goals
Understand ITIL principles and their value in enterprise IT environments
Map ITIL practices to the software development lifecycle (SDLC)
Enhance collaboration between development, operations, and service teams
Improve service reliability through change, incident, and problem management
Apply continuous improvement strategies in development workflows
Support high-quality service delivery aligned with user and business needs
Target Competencies
Target Competencies:
ITIL-based service thinking in development environments
Incident, change, and problem management integration
Service-level and risk awareness in code delivery
Agile-friendly ITSM process alignment
Value stream thinking across IT functions
Outlines
ITIL Overview and the Service Value System
Introduction to ITIL and service management concepts
Components of the ITIL service value system (SVS)
Guiding principles and the service value chain
Key definitions: services, value, outcomes, and risks
How ITIL supports DevOps and agile environments
ITIL Practices Relevant to Application Development
Service request management in the context of software delivery
Change enablement and deployment planning
Release management and automation practices
Problem and incident management hand-offs to development
Integrating ITIL with CI/CD and DevSecOps pipelines
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