PART-01
ITIL 4 Foundations
This part introduces the basic concepts of service management and the terminology used in enterprise IT operations.Escalation Paths and Support TiersLet's map out how a tricky issue moves through support teams. The goal is to fix things fast without clogging the pipeline. Each tier focuses on what it does best. Knowing where your...4 slides / audioIncident vs Request FulfilmentLet's untangle two concepts that often trip up new support staff: incidents and service requests. They sound similar but lead to very different workflows. Picture a computer that suddenly...4 slides / audioJob Roles Across the Service LifecycleThis section sets up Job Roles Across the Service Lifecycle. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is...5 slides / audioMajor Incident Management DrillWelcome to our major incident drill. Think of it as a fire drill for IT—everyone needs to know their part before the real emergency hits. We'll walk through a simulated outage so you can...7 slides / audioOverview of ITIL 4Welcome to our quick tour of ITIL 4. Think of this first slide as the stage curtain rising. Behind it lies a set of practices that guide how large organisations deliver tech support. If...4 slides / audioServiceNow as an ITIL Visual GuideWelcome to ServiceNow. Think of it as a living map of ITIL in action. Every form and button matches a step in the framework, so you can see where work flows next. We'll take a short tour...5 slides / audioService Value ChainImagine the service value chain as a relay race. Each runner hands the baton to the next, from planning to improving, so customers receive consistent results. ITIL lays out six...5 slides / audio
PART-02
ITIL Deep Dive
This part builds on the foundations by examining how mature IT teams use ITIL processes to manage change and drive continual improvement.Change Enablement vs Release ManagementChange enablement and release management are two sides of the same coin. One keeps risky alterations under control, the other moves approved work into production. In practice you need both...5 slides / audioBuilding and Maintaining a Configuration Management DatabaseA configuration management database, or CMDB, is the master inventory of systems and services. It lists configuration items and how they depend on each other so support teams have the full...7 slides / audioContinual Improvement Frameworks and Maturity AssessmentsContinual improvement is the heartbeat of any successful IT service organization. It's not a one-time project but an ongoing commitment to making things better every day. This systematic...7 slides / audio pendingMetrics & Reporting DashboardsDashboards are the way we turn thousands of ticket updates and log records into a single page the CIO can understand at a glance. When designed well, those tiny coloured boxes and trend...6 slides / audioProblem Management Techniques for Root Cause AnalysisProblem management digs into the why behind repeat incidents so we can stop firefighting the same issues over and over. It's about stepping back, analysing patterns and addressing the real...4 slides / audioService Level Agreements, OLAs and KPIsService level agreements, or SLAs, spell out exactly what customers can expect from the support team. They keep everyone honest about response times and resolution goals. Think of them as...4 slides / audio pending
PART-03
High-Velocity Delivery
This part introduces modern DevOps practices and SRE principles that enable organizations to deliver software rapidly while maintaining reliability and quality.CI/CD Pipeline DesignPicture manually copying files to dozens of servers after every tiny fix. It's slow, error-prone, and frankly a bit soul-crushing. Exactly. Continuous integration and continuous...6 slides / audio pendingDevOps, SRE & Platform CareersDevOps, SRE and platform engineering roles all grew from the need to ship software quickly without breaking things. Ten years ago you would rarely see these titles outside of tech giants....5 slides / audioDORA MetricsSoftware teams often argue about speed versus stability. The DORA study cut through that noise by identifying four metrics that predict success. Think of them as a health check for your...4 slides / audioGitHub Actions WorkflowsThis section sets up GitHub Actions Workflows. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the end,...8 slides / audio pendingError Budgets & SLOsImagine you promised your app would be available 99.9% of the time. That still allows roughly nine hours of downtime a year. Site Reliability Engineering, or SRE, turns those promises into...5 slides / audioTrunk-Based Development vs Feature BranchingModern teams debate whether to work directly on the main branch or use long-lived feature branches. Each method shapes how quickly changes integrate and how much merge pain you face later.5 slides / audio
PART-04
Blameless RCA & Continuous Improvement
This part focuses on establishing a culture of learning from incidents without assigning blame, and using structured approaches to drive service improvements.Alert Correlation & TimelinesThis section sets up Alert Correlation & Timelines. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the...7 slides / audio pendingCommunicating OutcomesThis section sets up Communicating Outcomes. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the end,...8 slides / audio pendingKaizen vs Corrective ActionsEver notice how IT teams love saying "continuous improvement" at meetings? It's usually right after something breaks for the third time this month. Exactly. That phrase isn't just...7 slides / audio pendingLog Analysis & Git BlameThis section sets up Log Analysis & Git Blame. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the end,...7 slides / audio pendingManaging Emotions & Cultural BarriersEven the calmest engineers can get defensive after a sleepless night responding to an outage. We've all been there—you're exhausted, adrenaline is fading and suddenly every question feels...7 slides / audioMetrics to MonitorMeasuring outcomes is how we prove our process works. Without numbers it's just opinion. Exactly. Leadership wants to see trends like recovery times getting shorter, not just hear that we...6 slides / audio pendingPost-Mortem AgendaPost-mortems can drift into rambling war stories if no one sets a clear agenda. A simple structure keeps the conversation productive and short. In this segment we'll outline a repeatable...5 slides / audioPost-mortem CultureRemember when our payment system crashed last month? The post-mortem felt like a witch hunt. Right! That's exactly what we want to avoid. Today we'll learn how to turn failures into...10 slides / audioRoot Cause Analysis FrameworksWe've spent time exploring how to hold post-mortems without pointing fingers. Now we need a toolkit for digging into the technical reasons behind failures. We'll cover two proven methods:...6 slides / audioRCA Records in ServiceNow & GitHubWe've talked about how to run a blameless post‑mortem, but what happens to those findings afterward? We've all seen post‑mortems that become "post‑mortem" themselves—dead and buried in...7 slides / audio pendingTracking ImprovementIf you've ever wondered whether your quick fix actually solved anything or simply moved the problem somewhere else, this module is for you. We've all attended post-mortems where action...5 slides / audio pending
PART-05
Vendor/MSP & CRM Lifecycle
This part demystifies how vendors and managed service providers handle the customer journey from first outreach to renewal. Students learn how CRM platforms coordinate sales commitments...Challenger Sales MindsetMany IT deals die because reps chase people who can’t say yes. With long procurement cycles and security reviews, smart qualification keeps you from camping in inboxes that never reply....6 slides / audio pendingCommunication ProtocolsThis section sets up Communication Protocols. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the end,...6 slides / audio pendingCompetitive Displacement StrategiesMost prospects already have a vendor in place. Winning the deal often means replacing that incumbent. Competitive displacement proves your solution fixes pain the current one ignores....9 slides / audio pendingContract Negotiation BasicsThis section sets up Contract Negotiation Basics. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the...14 slides / audio pendingCost Optimisation StrategiesThis section sets up Cost Optimisation Strategies. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the...9 slides / audio pendingCRM FundamentalsWelcome to CRM fundamentals—where customer relationship management meets IT operations. If you've ever wondered how tech companies keep track of thousands of customers across sales,...7 slides / audio pendingCustomer Success TeamsThe deal is finally signed, everyone high‑fives, and then what? Does the customer magically become successful? Not even close. That's when customer success steps in, the team that babysits...9 slides / audio pendingDiscovery Call TechniquesMany reps treat discovery calls as mini demos, but the point is to uncover the client's real struggles. I learned that after a prospect sat through my entire slide deck and then said their...7 slides / audio pendingKey Economics in Tech SalesThis section sets up Key Economics in Tech Sales. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the...11 slides / audio pendingLead Scoring & Renewal SignalsThis section sets up Lead Scoring & Renewal Signals. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by...15 slides / audio pendingLegislation and SLA ComplianceThis section sets up Legislation and SLA Compliance. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by...11 slides / audio pendingCRM Milestones & ITIL AlignmentWelcome to the session on connecting CRM milestones with ITIL processes. We're going to look at how a Salesforce pip eline can become more than a sales tool—it can be an early-warning...14 slides / audio pendingMulti-Stakeholder Buying CommitteesSelling to an enterprise is like getting the extended family to agree on a restaurant. Exactly, every department wants a say before signing a cheque. So one enthusiastic contact isn't...6 slides / audio pendingService Performance MonitoringWelcome to our discussion on monitoring vendor performance long after the contract is signed. Many organisations breathe a sigh of relief once a solution goes live and forget to keep...5 slides / audio pendingProduct Team AlignmentEver seen a sales rep promise a feature that doesn't exist yet? Too many times. We call it "selling the roadmap's roadmap." Without product in the room, those promises become expensive...7 slides / audio pendingProof-of-Concept ManagementThis section sets up Proof-of-Concept Management. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the...9 slides / audio pendingVendor Risk ManagementThis section sets up Vendor Risk Management. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the end,...11 slides / audio pendingSales Engineering SupportEver wonder who makes the slick demo look like magic? That's the sales engineer. They're part coder, part translator, and part stagehand with a laptop. Most start as curious developers or...10 slides / audio pendingSalesforce Opportunity WalkthroughIn this walkthrough we're putting ourselves in the shoes of a Salesforce account executive taking a deal from first t ouch to signature. Instead of abstract theory, we'll follow a named...11 slides / audio pendingTech Sales vs Other IndustriesSelling software isn't like handing over car keys and waving goodbye. Right, no more "always be closing"—now it's "always be retaining". The relationship keeps going as long as customers...6 slides / audio pendingUsage-Based Pricing & Churn PreventionThis section sets up Usage-Based Pricing & Churn Prevention. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is...12 slides / audio pendingVendor Engagement FunnelThis section sets up Vendor Engagement Funnel. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the end,...6 slides / audio pendingVendor Evaluation & SelectionThink about picking a phone plan or internet provider. Every vendor promises fast service and low costs, but only some actually pick up the phone when you need help. Exactly. Choosing a...6 slides / audio pending
PART-06
Start-ups & Small-Biz IT
This part highlights how lean start-ups and small businesses bootstrap their IT stack, adopt lightweight tools, and scale processes as they grow.Business Continuity for Small TeamsThis section sets up Business Continuity for Small Teams. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple:...10 slides / audio pendingCapstone: Red Team Your Friend's StartupThis section sets up Capstone: Red Team Your Friend's Startup. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is...11 slides / audio pendingCapstone: Remediation RoadmapWelcome to the remediation roadmap workshop—the moment where all that red-team adrenaline turns into a plan people will actually follow. Exactly, and we’re keeping it grounded in Sarah’s...14 slides / audioCloud vs On-Premise DecisionsThis section sets up Cloud vs On-Premise Decisions. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the...16 slides / audio pendingDay-Zero Startup IT AssessmentThis section sets up Day-Zero Startup IT Assessment. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by...15 slides / audio pendingDay-Zero Core Services SetupDay-zero sounds dramatic, but it's literally the first five business days. Exactly—incorporation, domains, devices and security all race to go live together. Miss a step and you're chasing...14 slides / audio pendingWorking with Fractional CTOs and MSPsLean teams eventually hit a ceiling—product ambition outpaces leadership bandwidth. That's when fractional CTOs and MSP partners start appearing in board meeting minutes. The trick is to...14 slides / audio pendingGuest Speaker IdeasGuest Speaker Ideas — Narrative Welcoming guest voices into the start-up IT module keeps the material grounded in reality. The aim of this segment is to highlight three complementary...7 slides / audioPreparing for Investor Due DiligenceThis section sets up Preparing for Investor Due Diligence. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple:...15 slides / audio pendingLegal and Compliance Reality CheckWe keep saying "we'll sort compliance after launch" but the enterprise pilot is already asking for controls. Exactly why this session exists—let's map what "good enough" looks like so we...8 slides / audio pendingSelecting Lightweight SaaS PlatformsThis section sets up Selecting Lightweight SaaS Platforms. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple:...14 slides / audio pendingMock Vendor Evaluation ExerciseSlide 1 — Mock Vendor Evaluation Exercise Picture procurement as a dusty kettlebell. Everyone nods at it, no one lifts. Tonight we do. But why mock evaluations instead of just diving into...10 slides / audioPre-Seed Tool Stack ExampleWelcome to our pre-seed stack tour—eleven slides to prove that discipline beats signing up for every shiny SaaS trial. Exactly. We are keeping the runway intact while still looking like...11 slides / audioRegional Compliance ConsiderationsThis section sets up Regional Compliance Considerations. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple:...11 slides / audio pendingRemote-First Reality CheckThis section sets up Remote-First Reality Check. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the...13 slides / audio pendingRemote Talent Logistics at ScaleOnce you pass the first hundred remote hires, the "we'll figure it out" era ends. Exactly. Logistics becomes a product—you ship experiences, not just laptops. Our goal in this session is...10 slides / audio pendingScaling Support ProcessesRemember when founders personally reset Wi-Fi routers? That was charming at 10 people, but now it blocks product roadmaps. Exactly. We're here to show why scaling support is a strategic...12 slides / audio pendingSecurity Baselines on a ShoestringThis section sets up Security Baselines on a Shoestring. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple:...15 slides / audio pendingSeries A Tool Stack ExampleWelcome to the Series A stack session—where governance grows up without turning into enterprise theatre. Our north star is a ~$2K/month toolkit that lets Sarah pass diligence, onboard fast...15 slides / audio pendingSeries B Enterprise StackWelcome to the Series B stack lab—where the tooling budget finally catches up with enterprise expectations. We are working with a ~$20K/month run rate that keeps investors calm while...10 slides / audio pendingShadow IT and Low-Code ExperimentationSlide 1 — Shadow IT and Low-Code Experimentation Shadow IT is not a villain; it's a neon sign flashing "your teams are hungry to solve problems." And banning every unsanctioned app just...11 slides / audio pendingBudgeting and FinOps for Start-upsWelcome to our deep dive into budgeting and FinOps for Sarah's start-up. We're here to prove that disciplined cost management can coexist with ambitious product roadmaps. Think of this...11 slides / audio pendingVendor Management RhythmsThis section sets up Vendor Management Rhythms. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the...16 slides / audio pending
PART-07
Open-Source & Indigenous Digital Sovereignty
This part explores how open-source communities collaborate and how data sovereignty principles protect Indigenous rights. Students learn to contribute responsibly and evaluate open-source...Balancing Openness & Cultural SafetyWhen we say "open" in tech circles, people assume GitHub repos and creative commons everything. But for Indigenous communities, openness is negotiated, relational and grounded in tikanga....10 slides / audio pendingGovernance JourneysNow that we’ve wrapped the Te Hiku kōrero, let’s switch lenses to the mainstream open-source world. Governance in open source isn’t just paperwork; it’s how communities decide who shows...9 slides / audio pendingCommunity Tech-LeadsThis section sets up Community Tech-Leads. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the end,...10 slides / audio pendingFOSS Licensing ChoicesThis section sets up FOSS Licensing Choices. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides. The practical question is simple: by the end,...13 slides / audio pendingTe Hiku Media Case StudyWe wanted a case study that shows Indigenous communities leading their own digital futures, not being passive data subjects. Te Hiku Media is perfect because it’s iwi-owned, rooted in te...8 slides / audio pending
PART-08