SM IT Service Management Overview – Including ITIL®4 Awareness

Course Code: ITIL41AWA


0.5 Day(s)

Course Type

Private only

Max Delegates


Delivery Style


An overview of world's most widely used service management framework

This half-day session provides a broad overview of IT Service Management and the ITIL4 framework, the ideas and concepts that it covers and the most important processes that are supported within its guidance. Attendees will gain an appreciation for what ITIL's aims and goals are, how it can benefit and organisation and how it may be of use to them.

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If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

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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.


There are no prerequisites for attending this course.

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.

Session 1

Introduction to Service Management

- Introduction the ITIL framework
- Defining Services and Service Management
- Core concepts of ITIL
- Value
- Service Relationships
- 4 Dimensions of Service Management

The ITIL4 Guiding Principles

  • Overview of the 7 ITIL4 Guiding Principles
  • Overview of ITIL4 Practices

  • Incident Management
  • Problem Management
  • Service Request Management
  • Change Enablement
  • Service Level Management
  • Service Desk
  • IT Asset Management
  • Monitoring and Event Management
  • Release / Deployment Management
  • Service Configuration Management
  • Continual Improvement

    Introduction to the Service Value System

    Session 2

    Workshop on how these concepts may be applied within the organisation in order to benefit from, and deliver value with, ITIL4.

    - Considering how the guiding principles, practices and ideas may be used by the delegates and encouraging them to look at situations and scenarios where the framework would help.

  • I found the course very interesting and discovered some things about myself I hadn't thought of before.
    - Peter Norman, FirstPort
    Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
    - Darren Hadley, National Grid Transco
    Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
    - Faye Mahoney, Tarmac
    Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
    - Richard James Thomas, University Of Birmingham
    Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
    - Will Steward

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