IT Service Management
ITIL 4 Practitioner: Service Configuration Management
This practical course helps professionals master ITIL service configuration management, CMDB, CIs, relationships, data quality, governance, and reporting. 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 ITIL service configuration management, CMDB, CIs, relationships, data quality, governance, and reporting.
- 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.
01Service Configuration Purpose, Scope, and CMDB Value4 topics
- Foundation for Service Configuration Purpose, Scope, and CMDB Value: application, analysis, and review points linked to the module
- Terminology and decisions in Service Configuration Purpose, Scope, and CMDB Value: application, analysis, and review points linked to the module
- Inputs required for Service Configuration Purpose, Scope, and CMDB Value: application, analysis, and review points linked to the module
- Typical mistakes around Service Configuration Purpose, Scope, and CMDB Value: applied exercise and practical decision from a realistic scenario
02CIs, Attributes, Relationships, Services, and Dependencies4 topics
- Current-state mapping for CIs, Attributes, Relationships, Services, and Dependencies: application, analysis, and review points linked to the module
- Examples and scenarios involving CIs, Attributes, Relationships, Services, and Dependencies: application, analysis, and review points linked to the module
- Diagnostic questions about CIs, Attributes, Relationships, Services, and Dependencies: application, analysis, and review points linked to the module
- Evidence produced through CIs, Attributes, Relationships, Services, and Dependencies: applied exercise and practical decision from a realistic scenario
03Discovery, Data Sources, Normalization, and Reconciliation4 topics
- Design considerations for Discovery, Data Sources, Normalization, and Reconciliation: application, analysis, and review points linked to the module
- Roles and responsibilities in Discovery, Data Sources, Normalization, and Reconciliation: application, analysis, and review points linked to the module
- Exceptions and constraints affecting Discovery, Data Sources, Normalization, and Reconciliation: application, analysis, and review points linked to the module
- Quality checks for Discovery, Data Sources, Normalization, and Reconciliation: applied exercise and practical decision from a realistic scenario
04CMDB Governance, Ownership, Data Quality, and Exceptions4 topics
- Operating model for CMDB Governance, Ownership, Data Quality, and Exceptions: application, analysis, and review points linked to the module
- Tools and workflow steps in CMDB Governance, Ownership, Data Quality, and Exceptions: application, analysis, and review points linked to the module
- Handoffs and approvals around CMDB Governance, Ownership, Data Quality, and Exceptions: application, analysis, and review points linked to the module
- Escalation points in CMDB Governance, Ownership, Data Quality, and Exceptions: applied exercise and practical decision from a realistic scenario
05Change, Incident, Problem, Asset, and Service Map Integration4 topics
- Performance measures for Change, Incident, Problem, Asset, and Service Map Integration: application, analysis, and review points linked to the module
- Review routines after Change, Incident, Problem, Asset, and Service Map Integration: application, analysis, and review points linked to the module
- Improvement actions for Change, Incident, Problem, Asset, and Service Map Integration: application, analysis, and review points linked to the module
- Sustaining discipline around Change, Incident, Problem, Asset, and Service Map Integration: applied exercise and practical decision from a realistic scenario
06Configuration Audits, Baselines, Drift, and Compliance4 topics
- Advanced scenarios in Configuration Audits, Baselines, Drift, and Compliance: application, analysis, and review points linked to the module
- Failure patterns seen in Configuration Audits, Baselines, Drift, and Compliance: application, analysis, and review points linked to the module
- Coordination challenges during Configuration Audits, Baselines, Drift, and Compliance: application, analysis, and review points linked to the module
- Recovery actions for Configuration Audits, Baselines, Drift, and Compliance: applied exercise and practical decision from a realistic scenario
07Reporting, Dashboards, and CMDB Improvement Roadmap4 topics
- Governance requirements for Reporting, Dashboards, and CMDB Improvement Roadmap: application, analysis, and review points linked to the module
- Data quality checks in Reporting, Dashboards, and CMDB Improvement Roadmap: application, analysis, and review points linked to the module
- Risk controls related to Reporting, Dashboards, and CMDB Improvement Roadmap: application, analysis, and review points linked to the module
- Value measures for Reporting, Dashboards, and CMDB Improvement Roadmap: applied exercise and practical decision from a realistic scenario
08CMDB Data Model Workshop4 topics
- Implementation planning for CMDB Data Model Workshop: application, analysis, and review points linked to the module
- Readiness questions before CMDB Data Model Workshop: application, analysis, and review points linked to the module
- Pilot design for CMDB Data Model Workshop: application, analysis, and review points linked to the module
- Lessons learned after CMDB Data Model 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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