IT Service Management
DevOps, SRE, and Observability for IT Operations Teams
This practical course helps professionals master DevOps, SRE, observability, reliability practices, incident learning, and operational performance. The program connects key concepts, real use cases, risks, tools, and operational decisions so participants can apply the learning in their work environment. It can be tailored to the organization’s sector, internal systems, participant maturity, and performance objectives.
Objectives
- Understand the concepts, challenges, and use cases related to DevOps, SRE, observability, reliability practices, incident learning, and operational performance.
- Identify the data, systems, processes, and stakeholders required for effective implementation.
- Assess risks, limitations, governance requirements, and practical control points.
- Use methods, tools, and templates to structure analysis and decision-making.
- Translate learning into action plans, recommendations, and measurable improvement opportunities.
- Adapt the approach to the operating context, team maturity, and business objectives.
Target audience
- ITSM managers, service desk leaders, and IT operations teams
- ITIL process owners and practice owners
- Support, incident, problem, and change teams
- DevOps, SRE, and observability professionals
- IT managers responsible for service quality
Program outline
A clear structure for the learning journey.
Outline points are grouped in one designed block instead of being treated as separate module cards.
01DevOps, SRE, and IT Operations Operating Model4 topics
- Foundation for DevOps, SRE, and IT Operations Operating Model: application, analysis, and review points linked to the module
- Terminology and decisions in DevOps, SRE, and IT Operations Operating Model: application, analysis, and review points linked to the module
- Inputs required for DevOps, SRE, and IT Operations Operating Model: application, analysis, and review points linked to the module
- Typical mistakes around DevOps, SRE, and IT Operations Operating Model: applied exercise and practical decision from a realistic scenario
02Service Reliability, SLIs, SLOs, Error Budgets, and User Impact4 topics
- Current-state mapping for Service Reliability, SLIs, SLOs, Error Budgets, and User Impact: application, analysis, and review points linked to the module
- Examples and scenarios involving Service Reliability, SLIs, SLOs, Error Budgets, and User Impact: application, analysis, and review points linked to the module
- Diagnostic questions about Service Reliability, SLIs, SLOs, Error Budgets, and User Impact: application, analysis, and review points linked to the module
- Evidence produced through Service Reliability, SLIs, SLOs, Error Budgets, and User Impact: applied exercise and practical decision from a realistic scenario
03Observability Foundations: Metrics, Logs, Traces, and Dashboards4 topics
- Design considerations for Observability Foundations: Metrics, Logs, Traces, and Dashboards: application, analysis, and review points linked to the module
- Roles and responsibilities in Observability Foundations: Metrics, Logs, Traces, and Dashboards: application, analysis, and review points linked to the module
- Exceptions and constraints affecting Observability Foundations: Metrics, Logs, Traces, and Dashboards: application, analysis, and review points linked to the module
- Quality checks for Observability Foundations: Metrics, Logs, Traces, and Dashboards: applied exercise and practical decision from a realistic scenario
04Incident Response, On-Call Practices, Escalation, and War Rooms4 topics
- Operating model for Incident Response, On-Call Practices, Escalation, and War Rooms: application, analysis, and review points linked to the module
- Tools and workflow steps in Incident Response, On-Call Practices, Escalation, and War Rooms: application, analysis, and review points linked to the module
- Handoffs and approvals around Incident Response, On-Call Practices, Escalation, and War Rooms: application, analysis, and review points linked to the module
- Escalation points in Incident Response, On-Call Practices, Escalation, and War Rooms: applied exercise and practical decision from a realistic scenario
05Post-Incident Reviews, Blameless Learning, and Problem Backlogs4 topics
- Performance measures for Post-Incident Reviews, Blameless Learning, and Problem Backlogs: application, analysis, and review points linked to the module
- Review routines after Post-Incident Reviews, Blameless Learning, and Problem Backlogs: application, analysis, and review points linked to the module
- Improvement actions for Post-Incident Reviews, Blameless Learning, and Problem Backlogs: application, analysis, and review points linked to the module
- Sustaining discipline around Post-Incident Reviews, Blameless Learning, and Problem Backlogs: applied exercise and practical decision from a realistic scenario
06Automation, Runbooks, CI/CD Interfaces, and Operational Guardrails4 topics
- Advanced scenarios in Automation, Runbooks, CI/CD Interfaces, and Operational Guardrails: application, analysis, and review points linked to the module
- Failure patterns seen in Automation, Runbooks, CI/CD Interfaces, and Operational Guardrails: application, analysis, and review points linked to the module
- Coordination challenges during Automation, Runbooks, CI/CD Interfaces, and Operational Guardrails: application, analysis, and review points linked to the module
- Recovery actions for Automation, Runbooks, CI/CD Interfaces, and Operational Guardrails: applied exercise and practical decision from a realistic scenario
07Capacity, Performance, Resilience Testing, and Service Readiness4 topics
- Governance requirements for Capacity, Performance, Resilience Testing, and Service Readiness: application, analysis, and review points linked to the module
- Data quality checks in Capacity, Performance, Resilience Testing, and Service Readiness: application, analysis, and review points linked to the module
- Risk controls related to Capacity, Performance, Resilience Testing, and Service Readiness: application, analysis, and review points linked to the module
- Value measures for Capacity, Performance, Resilience Testing, and Service Readiness: applied exercise and practical decision from a realistic scenario
08SRE Improvement Roadmap Workshop4 topics
- Implementation planning for SRE Improvement Roadmap Workshop: application, analysis, and review points linked to the module
- Readiness questions before SRE Improvement Roadmap Workshop: application, analysis, and review points linked to the module
- Pilot design for SRE Improvement Roadmap Workshop: application, analysis, and review points linked to the module
- Lessons learned after SRE Improvement Roadmap Workshop: applied exercise and practical decision from a realistic scenario
Materials provided
- ○ Slides used during the sessions
- ○ Group activities and practical exercises
- ○ Worksheets, checklists, and templates
- ○ Case studies relevant to the course
- ○ 4D Certificate of Completion issued by 4D Training & Consultancy
- ○ Post-course support for technical queries and guidance
Training Options
Programs can be delivered in-house, online, or in a blended format depending on your team's schedule, location, and learning objectives. When an external certificate or exam is included, certification rules and fees remain under the relevant awarding body's policies, while 4D provides the training and preparation support.
Why choose 4D
4D Training & Consultancy designs technical and professional programs around the client’s operating reality. The course can be adapted to sector requirements, internal systems, team capability, practical use cases, and the level of depth required by the audience.
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