ITIL & ITSM for Critical Facilities
This course applies IT service management (ITSM) practice to the operation of a critical facility and AI factory, using the ITIL 4 framework as its structural reference. Students study incident management, problem management with root-cause and known-error tracking, change enablement using a structured risk-assessment method, service desk operation, and event monitoring as they apply to a facility that must maintain continuous availability for tenant compute workloads. Topics include the distinction between an incident and a problem, the three phases of problem management (identification, control, error control), the seven Rs of change assessment, and service-level reporting to internal and external stakeholders. Laboratory sessions use a service-management training tenant to log incidents, raise and route change requests through an approval workflow, and produce a problem record linking a recurring incident to a documented root cause. The course prepares students for the ITIL 4 Foundation certification examination and for facility roles that interface with a formal ITSM function.
What you'll be able to do
- Classify a facility event as an incident, a problem, or a service request per ITIL 4 practice definitions.
- Log and route a facility incident through a service-management ticketing system to restoration.
- Produce a problem record linking a recurring incident pattern to a documented root cause and a known error.
- Assess a proposed facility change using the seven Rs of change assessment and route it through the correct approval path. Safety-critical
- Configure an event-monitoring threshold and alert routing rule for a facility metric within a service-management or monitoring tool.
- Operate a service desk interaction from intake through categorization and initial triage.
- Report facility service-level performance to an internal or external stakeholder using ITSM-derived data.
- Explain the ITIL 4 four dimensions of service management and Service Value System components as they apply to a facility operations function.
- Complete a full-length ITIL 4 Foundation practice examination.
Train the team that runs the factory.
The Institute travels with every SAVRN campus.