SM IT Service Management Overview – Including ITIL®4 Awareness

Who is this course for

Delegates that are starting out with IT service management.
Delegates in organisations where a broad but shallow understanding of ITSM concepts will be beneficial.
Delegates in the wider organisation that interact with service management and that may benefit from a basic understanding.
Delegate should NOT attend this course if they will be attending ITIL Foundation training.

Purpose of the course

To provide a broad but necessarily shallow view of IT service management for organisations that need staff to understand the language and terms used but may not be directly or heavily involved in service management.

You will learn how to

• Use basic ITIL® terminology.


• Work with value as a concept.


• Understand the Guiding Principles.


• Identify the purpose of the key ITIL® practices.


• Perform basic value stream mapping.

Benefits for you as an individual

Gain a greater insight into ITSM and how it may benefit the organisation

Benefits for your organisation

Staff will have a better appreciation of ITSM, what it is and how it can be used within the organisation.

Prerequisites