Overview
This three-day course is part of the ITIL® 4 Practice Manager pathway and equips learners with practical knowledge of five essential ITIL practices focused on planning, implementing, and controlling IT services. These practices are IT Asset Management, Change Enablement, Deployment Management, Release Management, and Service Configuration Management.
Participants will explore these practices in depth, learning how to apply them strategically and operationally to support service reliability, enable effective change, and manage digital and physical assets across the organisation. The course blends theory with practical application, enabling learners to understand how to assess, integrate, and optimise each practice using the ITIL Maturity Model.
Prerequisites
A valid ITIL® 4 Foundation or ITIL® v3 Foundation certification is required to attend this course.
Target audience
This course is designed for IT professionals seeking to apply best practice guidance across service planning and delivery, including:
- Professionals working in asset, change, or release management roles
- IT operations staff responsible for service deployment and control
- Configuration and deployment leads managing IT services and infrastructure
- Service management practitioners seeking structured frameworks for continuous improvement
- Individuals working toward ITIL® 4 Practice Manager or Master certification
Delegates will learn how to
By the end of this course, learners will be able to:
- Define the key concepts, value, and challenges of the five practices covered
- Describe the processes, activities, and roles associated with each practice
- Understand how technology and third-party involvement support each practice
- Apply the ITIL Maturity Model to assess and enhance practice performance
- Align practice objectives with ITIL 4 guiding principles and organisational goals
- Integrate these practices within service value streams to drive business outcomes
- Identify key metrics and success factors to measure practice effectiveness
Outline
Introduction and maturity assessment
- Recap of service value systems and the role of value streams
- Overview of the ITIL capability model for assessing practice maturity
IT Asset Management
- Lifecycle management of IT assets, both hardware and software
- Tracking, controlling, and optimising asset use to reduce costs and risk
- Managing compliance and supporting IT planning
- Integration with configuration and change enablement
Change Enablement
- Managing changes to services and systems while minimising risk
- Establishing change models, workflows, and authorisation processes
- Coordinating with deployment and release management
- Success factors and KPIs for assessing change performance
Deployment Management
- Moving new or changed services into production environments
- Coordinating with release and configuration teams
- Ensuring alignment between development, testing, and live operations
- Supporting automation and agile methodologies
Release Management
- Planning and controlling the build, test, and deployment of releases
- Ensuring integrity between live and development environments
- Managing stakeholder communications and service readiness
- Aligning with change and deployment for smooth transitions
Service Configuration Management
- Creating and maintaining accurate service configuration data
- Defining configuration items and their relationships
- Enabling traceability, impact analysis, and governance
- Tools and approaches to maintain configuration integrity
Integration and optimisation
- Cross-practice alignment and synergies
- Using the maturity model to assess and improve practice capability
- Embedding practices into daily operations and long-term strategy
Exams and assessments
The course includes an online certification exam:
- 60 multiple-choice questions
- 90 minutes duration
- Closed book
- Pass mark: 39 out of 60 (65%)
- The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course
From 2023, all PeopleCert Global Best Practice certifications must be renewed every three years.
Hands-on learning
Throughout the course, learners will:
- Participate in scenario-based activities to reinforce key concepts
- Collaborate on real-world service planning and change scenarios
- Use guided exercises to map maturity and align practice outcomes with business needs
- Share experiences and best practices with peers and instructors
Why choose QA
- 98% say our ITIL® training will improve job performance
- 92% pass rate for our ITIL® training courses
- 98% quality rating for our ITIL® trainers' knowledge
- We are fully accredited by PeopleCert
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Frequently asked questions
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How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course.
Once you have purchased the Online course and have completed your registration, you will receive the necessary details to enable you to immediately access it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.