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Information Technology Analyst
IT Analysts bridge business needs and technology by evaluating IT processes, identifying needs, and recommending technology solutions. They optimize workflows, implement service improvements and apply ITIL best practices to enhance efficiency, security, and innovation.
Key Tasks of an IT Analyst
IT Process Analysis and Optimization
Assess and improve IT workflows for efficiency.
Service Performance Monitoring
Ensure IT services align with business needs by tracking key performance indicators (KPIs) and analyzing service reliability.
Data Analysis and Reporting
Generate data-driven insights by collecting, interpreting, and visualizing IT metrics to support strategic IT decision-making.
Incident and Change Management
Assist in problem resolution and system upgrades, and support change management initiatives.
Essential Skills
Data Interpretation and Analysis
Transforming raw data into meaningful insights enables better decision-making.
Attention to Detail
Ensuring data accuracy and integrity is vital for reliable analysis.
Critical Thinking
Identifying trends and addressing data-related challenges enhances business operations.
Communication and Visualization
Presenting findings in a clear and compelling manner helps to make informed decisions.
Technical Knowledge
Proficiency in databases, analytics tools, and programming languages supports data-driven strategies.
Where It All Starts

ITIL 4 Foundation is the first step on your ITIL journey.

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ITIL 4 Foundation is the essential starting point for most ITIL certifications, providing the core knowledge needed to progress into advanced certifications. This training equips you with foundational knowledge of the key concepts, principles and practices of ITSM.
Τhe Building Blocks for the Role
Learn practical skills to adapt service management practices to the modern organisation's dynamic, high-velocity environment. Build resilient systems and improve service quality and speed. Core topics
  • Adopt Agile and DevOps culture
  • Enable continuous flow
  • Improve system resilience
  • Accelerate value delivery
  • Optimize time to restore
Improve your digital leadership skills to align digital strategies with broader business objectives, discover how to navigate VUCA environments and effectively respond to disruptions. Core topics
  • Set digital direction
  • Balance risk and innovation
  • Adapt in VUCA conditions
  • Foster Agile leadership
  • Align with business goals
Learn how to improve user and customer experience, as well as the overall success of your service relationships. Core topics
  • Choose cloud sourcing models
  • Assess provider capabilities
  • Oversee cloud contracts
  • Ensure cost-effective delivery
  • Integrate cloud with ITSM
Additionally Recommended
Enhance your skills in designing, delivering and managing digital products and services. Upgrade your strategy, manage issues effectively and foster a culture of continuous improvement. Core topics
  • Design services for users
  • Deliver reliable performance
  • Support daily operations
  • Manage service issues
  • Enable ongoing improvement
A combined module that covers the key concepts of 5 ITIL Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management. Core topics
  • Monitor service availability
  • Handle incidents rapidly
  • Manage user requests
  • Ensure stable performance
  • Meet service expectations
Become an expert in building relationships between service providers, consumer organisations, and stakeholders. Core topics
  • Understand customer context
  • Foster long-term alignment
  • Enable co-created value
  • Strengthen communication
  • Support business outcomes