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Why?
Jude Jakolo, an IT Operations Associate at the World Food Programme, often faced challenges aligning daily support activities with wider IT service management practices, ensuring consistency in service delivery, and managing incidents and requests efficiently. To strengthen his understanding and enhance his support, Jude sought a solid foundation in structured IT service management best practices.
Solution
Jude chose The Knowledge Academy after it was highly recommended during an internal discussion within his company for employees planning to undertake ITIL® training. The ITIL® 4 Foundation course provided a clear, structured introduction to IT service management frameworks and best practices, helping him understand how ITIL® principles support effective service delivery.
Experience
Jude described his training experience as highly insightful and valuable. He rated the course 9 out of 10, noting that the sessions were wellstructured, engaging, and enriched with practical examples that made the concepts easy to understand.
Outcome
The training enhanced Jude’s ability to align IT services with organisational goals and strengthened his overall understanding of service management. He now feels more confident in delivering consistent, efficient support and contributing effectively to IT service improvement initiatives.
Results
- Quality of Course Content: 9/10
- Trainer Feedback: Exceeded expectations
- Booking Experience: Smooth and quick
Written By
“The ITIL® 4 Foundation training was insightful and practical. The instructor explained concepts clearly with real-world examples, making the learning engaging. I would definitely recommend The Knowledge Academy for its excellent training quality and knowledgeable instructors.”
Jude Jakolo
IT Operations Associate, United Nations World Food Programme
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