Course Overview
Effective IT service operations depend on disciplined handling of incidents, root cause analysis, and controlled change. This course builds a strong, practical understanding of how Incident, Problem, and Change practices work together to stabilise services and improve user experience.
Learners explore how to prioritise incidents, manage major incidents, identify underlying problems, and implement controlled changes without introducing additional risk. The programme emphasises real-world workflows, collaboration across teams, and alignment with modern ITSM operating models.
Through a mentor-led approach and practical scenarios, participants gain the confidence to improve operational performance, reduce recurring issues, and establish stronger governance across IT service delivery. The course is aligned with recognised ITSM practices and designed for immediate workplace application.
Hands-On Learning
Scenario-based exercises covering incident resolution, root cause analysis, and change workflows.
Mentor-Led Sessions
Guided sessions with industry mentors focusing on real operational challenges and decisions.
Career-Ready Skills
Operational ITSM skills to improve service stability, control, and responsiveness.
Learning Outcomes
Analyse incident patterns and prioritisation
Implement structured incident workflows
Evaluate root causes using proven techniques
Design controlled change processes
Lead major incident coordination effectively
Communicate clearly during service disruptions
Prerequisites
Basic understanding of IT services
Familiarity with service desk environments
Interest in IT operations processes
Detailed Syllabus
Step-by-step learning journey from basics to professional practice
Topics Covered
- ITSM concepts and lifecycle overview
- Roles and responsibilities in operations
- Tooling and workflow expectations
Skills You'll Gain
Master these in-demand skills through hands-on practice
Career Progression
A clear view of the roles this programme supports, what typically comes next, and where learners progress over time
Ways to Learn
Choose the learning format that works best for you and your team
Live Online
Instructor-Led Training
Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
- Live instructor interaction (real-time)
- Trainer-led walkthroughs and real examples
- Guided resources and session notes provided
- Structured Q&A and practical discussion
Price per person
Group enrolments and early planning options available.
All prices are exclusive of VAT where applicable. Group enrolments and custom packages available on request.
Prefer a Faster, Personalised Route into IT?
Not everyone learns best in a group. If you want focused guidance, faster clarity, and confidence you can use on the job, our 1-to-1 Fast-Track Training gives you private, mentor-led support tailored to your experience and goals.
"Many learners choose 1-to-1 when they want understanding, not memorisation."
Exam & Certification Information
Everything you need to know about the certification exams
Important Information
You will receive an Xcademia certificate of completion based on participation and successful completion of labs and scenario simulations.
Credential
Certificate of Completion
On successful completion of Incident, Problem & Change Practices Training, learners receive an Xcademia Certificate of Completion. This standalone certificate is issued directly by Xcademia and is aligned with globally recognised frameworks and best practices.
Frequently Asked Questions
Everything you need to know about this course
This course is ideal for IT support, operations, and service management professionals involved in incident, problem, or change processes.
Ready to Start Your Learning Journey?
Take the next step in your professional development