For a medium-sized IT company, come up with and put into action an incident management process. The project will focus on classifying incidents, setting SLAs, and creating escalation paths to cut down on downtime and make customers happier.

Create a self-service portal for handling service requests. This will let you set up automated workflows for things like password resets, software access, and hardware requests. This project helps us understand how to deliver value and make the experience better for end users.

To make an organization better all the time, find the most important performance gaps, rank the best ways to improve, and set measurable KPIs. This will show how to use the ITIL® 4 guiding principles in real-life business situations.