ELEVATE Managed IT Services – Professional

What you’ll learn in Professional

• ITIL 4 framework: service management & ITSM — Understand the ITIL 4 service management framework, its key concepts and practices, and how to apply ITSM principles to improve service delivery in your organisation.
• Monitoring tools, alerting & on-call operations — Configure and use monitoring platforms such as Nagios, Zabbix, PRTG or Datadog: set up alerting rules, define on-call rotations and manage incident queues effectively.
• SLA management, reporting & performance metrics — Design and manage SLAs with clients and stakeholders, build performance dashboards and reports, and use metrics to identify and address service delivery gaps.
• Change, incident & problem management processes — Implement structured change management, incident management and problem management processes aligned with ITIL best practice and real-world service desk operations.

Who should attend

The Professional level is for IT operations staff, service managers and team leads who are responsible for delivering IT services against SLAs. Some experience in IT support or operations is recommended.

• IT service managers and operations leads
• Service desk managers and team leads
• IT project managers
• Engineers transitioning into service management roles

Frequently Asked Questions

What does Professional cover?

Professional covers the ITIL 4 service management framework, monitoring tools and on-call operations, SLA management and performance reporting, and change, incident and problem management processes.

How long is the Professional training?

The Professional workshop runs for 1 to 2 days depending on the depth required and whether ITIL 4 Foundation exam preparation is included.

How is Professional delivered?

Delivered onsite or virtually. ITIL 4 Foundation exam vouchers can be included as an add-on.

Other levels in this program

Request Managed IT Services Professional Training

Get in touch to receive a customised training proposal for your organisation. We’ll tailor the programme to your team size, schedule and learning objectives.