ITIL®4 Awareness

Understand what the latest version of ITIL offers to further your Service Management efforts.

This course is intended to provide delegates with an overview of the ITIL4® framework. It covers the basics of understanding VALUE from a Service Management perspective, the 7 Guiding Principles, the major Service Management Practices and the Service Value System.

As an Awareness course it does not go into as much detail in these areas as a full ITIL4® Foundation course would over 3 days. Where that level of coverage isn't required, such as where non-IT staff need an appreciation of how service management could benefit them and what it means to them, then this should be the appropriate amount of coverage.

Course Code
1 Day
Delivery Style
Course Type
Private Only
Max Delegates
Available as Nutshell

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Purpose of this course

The course is intended to allow delegates to learn the basics of ITIL4® without diving in to the level of depth required for the ITIL4® Foundation. It provides delegates from any background the knowledge to be able to work with a service management organisation at a basic level and understand the principles and language behind the behaviours and actions.

Who is this course for

This course is for anybody that needs an appreciation of what Service Management is and how ITIL4® provides advice and guidance on delivering services.

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 your organisation

Staff that can engage with service management and understand more the benefits it provides. They should be able to identify and use correct terminology and work with practices more easily as they should have a better understanding of the benefits and reasoning behind their application.

Benefits for you as an individual
  • Greater understanding of service management and appreciation of what service management can do for the organisation. 
  • Insight into the role of ITIL® in the service organisation and the benefits of using it.
Introducing Service Management
  • Key Service Management and ITIL4® Concepts:
    • Defining Value & co-creation of value.
    • Understanding Service Offerings.
    • Balancing Outcomes, Value, Costs and Risks.
  • Introducing The 4 Dimensions of Service Management:
    • Organisations and People.
    • Information and Technology.
    • Partners and Suppliers.
    • Value Streams and Processes.
The ITIL4® Guiding Principles
  • Introduction to the Guiding Principles.
  • Overview of each of the 7 Guiding Principles.
ITIL4® Service Management Practices
  • Introducing the 3 areas of Practice.
  • Overview of Key practices in ITIL4®:
    • Incident Management.
    • Problem Management.
    • Change Control.
    • Service Request Management.
    • Service Level Management.
    • Service Desk.
    • Continual Improvement.
  • Overview of other practices in ITIL4®.


The ITIL4® Service Value System (SVS)
  • Overview of the Service Value System.
  • Elements of the ITIL4® SVS:
    • Guiding Principles.
    • Governance.
    • Service Value Chain.
    • Practices.
    • Continual Improvement.
  • Service Value Chain.
  • Introducing the Elements of the Service Value Chain.
  • Basics of mapping Value Streams.

There are no prerequisites for attending this course.