Venkata Krishna

Years of Experience in CCNA Training

5

Years of Experience in IT Service Management Trainings

5

Teaching Experience in detail in IT Service Management Trainings

I have over 5 years of hands-on teaching and training experience specifically focused on IT Service Management (ITSM), with a strong emphasis on real-world application and alignment with ITIL (Information Technology Infrastructure Library) best practices. My teaching journey began as an internal corporate trainer, where I was responsible for onboarding new IT support engineers and training them on ITSM tools, workflows, and incident management protocols. I have conducted structured training programs on ITIL Foundation, incident management, problem management, change management, service request fulfillment, and service-level agreements (SLAs). These sessions were tailored for beginner to intermediate learners, ensuring foundational clarity and preparing them for ITSM roles in global support environments. My approach blends theory with practical exposure, where trainees work on ServiceNow, BMC Remedy, or simulated ITSM environments to practice ticket handling, escalation, knowledge base usage, and communication skills. As part of my role, I designed and delivered an intensive ITSM curriculum for engineering graduates joining global service desk and L1 support roles. The curriculum included modules on the ITIL lifecycle, real-time troubleshooting, communication skills for support engineers, and tool-based simulations using ServiceNow and Jira Service Management. Each module concluded with assessments, practical scenarios, and ticket-based roleplays to reinforce learning. I have mentored over 500 learners — including NOC technicians, helpdesk analysts, and aspiring system admins — helping them understand how ITSM integrates with wider IT operations. My teaching emphasizes the importance of structured service delivery, documentation, teamwork, and customer satisfaction in a production environment. I also incorporate case studies and real incident reports to explain the lifecycle of a service ticket — from logging to closure — including SLA violations, escalations, RCA (Root Cause Analysis), and continuous improvement techniques. Many of my students have successfully transitioned into ITSM roles in MNCs, and some have gone on to complete ITIL certifications based on the foundation they gained in my sessions. My teaching style is interactive, scenario-driven, and aligned with industry needs — making ITSM both accessible and practical for learners preparing to enter or grow within IT support and infrastructure services.