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ITIL®4 Key Concepts Overview


Services are the main way that organizations create value for themselves and their customers. Almost all services today are IT-enabled, which means there is tremendous benefit for organizations in creating, expanding and improving their IT service management (ITSM) capability.

ITIL® provides organizations with a comprehensive framework for ITSM. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

This 2 hour workshop briefly introduces ITIL 4 and its role in the delivery of modern IT services. Key concepts are covered at a high-level along with practical tips for transitioning to ITIL 4.

What’s included?

  • Two (2) hours of instructor-led training, discussion and planning facilitation for a minimum of 12 students (additional students can be added)
  • Learner Manual (excellent post-class reference)
  • ITIL 4 Reference Card
  • Learner Personal Action Plan


ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


The learning objectives of this course include a high-level understanding of: 

  • ITIL 4 – Why ITIL Needed to Evolve
  • Key Concepts of Service Management
  • Four Dimensions of Service Management
  • The ITIL Service Value System
  • The ITIL Service Value Chain
  • ITIL Practices
  • ITIL Guiding Principles
  • Summary
  • Transitioning to ITIL 4


The main target candidates for this course are:

  • Individuals wishing a high-level introduction to ITIL 4
  • IT executives, managers and aspiring IT managers
  • Existing ITIL qualification holders wishing to update their knowledge

MAX Educ. Savings
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