Comprehensive Curriculum

Build a strong foundation in IT Service Management by exploring Incident, Problem, and Change Management through the lens of the ITIL framework.

Real-World Application

Develop the confidence to manage IT changes effectively, minimize service disruption, and apply best practices in real business environments.

Expert-Led Instruction

Learn from seasoned ITSM professionals who bring hands-on experience, mentorship, and clarity to every concept.

About the Course

This course is tailored for aspiring and early-career IT professionals seeking to master Change Management principles in the ITIL framework. By enrolling, you will acquire the skills to effectively manage IT changes, mitigate risks, and implement industry best practices. Join us on this transformative journey and take your IT career to new heights!

Meet Your Instructor: Danny Opoku

With over 9 years of experience in IT Service Management, I bring a wealth of practical knowledge to my students, bridging the gap between theory and real-world application. I’ve spent 4 years as an ITSM Analyst and 5 years as a Change Manager, working closely with enterprise systems and service delivery teams to optimize processes and drive continuous improvement. I hold a B.Sc. in Computer Informatics and certified in ITIL Operational Support and Analysis, ITIL 4 Foundation, and ITIL 4: Direct, Plan, Improve. These credentials, combined with my hands-on experience, allow me to provide in-depth guidance on ITIL concepts, Change Management, Incident Management , and Problem Management. My teaching style is student-oriented and hands-on. I believe in creating an engaging, interactive learning environment that adapts to my student’s pace and goals whether starting a career in ITSM or aiming to sharpen your operational skills.

Course Curriculum

5 Chapters · 27 Lessons

  1. 1

    Welcome to Sapience Academy

    1. (Included in full purchase)

      Welcome to Sapience Academy – ITSM Professional Development Program

  2. 2

    Introduction to ITSM & The ITIL Framework

    1. (Included in full purchase)

      What is ITSM?

    2. (Included in full purchase)

      The ITIL Framework: A Quick Breakdown

    3. (Included in full purchase)

      ITSM Foundations Quiz

    4. (Included in full purchase)

      Assignment: Apply ITSM to Your Industry

  3. 3

    Incident Management

    1. (Included in full purchase)

      Lesson 1

    2. (Included in full purchase)

      Lesson 1 Notes and Recording

    3. (Included in full purchase)

      Office Hours (1)

    4. (Included in full purchase)

      Lesson 2

    5. (Included in full purchase)

      Lesson 2 Notes and Recording

    6. (Included in full purchase)

      Office Hours (2)

    7. (Included in full purchase)

      Lesson 3

    8. (Included in full purchase)

      Office hours (3)

    9. (Included in full purchase)

      Lesson 4

    10. (Included in full purchase)

      Lesson 4 Zoom Recording

    11. (Included in full purchase)

      Lesson 5

    12. (Included in full purchase)

      FAQs for Troubleshooting Major Incidents Management

    13. (Included in full purchase)

      Pre-class Case Review

    14. (Included in full purchase)

      Lesson 6

    15. (Included in full purchase)

      Major Incident Management Assignment

    16. (Included in full purchase)

      Study Guide

    17. (Included in full purchase)

      Lesson 7

    18. (Included in full purchase)

      Lesson 8

    19. (Included in full purchase)

      Incident Management Final Quiz

  4. 4

    Problem Management

    1. (Included in full purchase)

      Problem Management: Lesson 1

    2. (Included in full purchase)

      Problem Management – Final Quiz

  5. 5

    Change Management

    1. (Included in full purchase)

      Change Management: Final Quiz

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