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ITSM Key Concepts including ITIL 4


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.

There are many service management frameworks available, some more successful than others. Of the dozens of service management frameworks found in the wild, the most adopted is ITIL. 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 90-minute workshop briefly introduces ITSM and 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 is Included?

  • instructor-led training, discussion and planning facilitation
  • Learner Manual (excellent post-class reference)
  • ITSM Reference Card
  • Learner Personal Action Plan
  • Access to additional sources of information and communities

This is a non-certification course and so can be tailored to the needs of your organization. Time can be devoted, for example, to discussion and planning activities in the desired section(s).


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

  • What is IT Service Management (ITSM)
  • Why TS 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 modern service management


The primary candidates for this course are:

  • Individuals wishing a high-level introduction to IT Service Management, including 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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