ITSM Key Concepts

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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 widely used than others. The most adopted and comprehensive is ITILITIL 4 reshapes 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 4-hour workshop 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 getting started.

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

  • Key Concepts of Service Management
  • ITSM in the Modern World
  • The Four Dimensions of Service Management
  • The Most Commonly Adopted ITIL Practices
  • ITIL Guiding Principles
  • Getting Started

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).

Student Material:

  • Access to ITSM Academy's Learner Portal - - extends the classroom experience with online content and tools
  • Instructor-led training, discussion and planning facilitation
  • Learner Manual (excellent post-class reference)
  • Reference Card
  • Learner Personal Action Plan
  • Access to additional sources of information and communities
  • Participation in ITSM Academy's unique class exercise - I am the Incident®
  • GAME ON! An Interactive Learning Experience®

Audience - The primary candidates for this course are:

  • Individuals wishing a high-level introduction to IT Service Management
  • IT executives, managers and aspiring IT managers



Let's Go Green:  Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Terms of Use as indicated on the material.

 Instructors:  As with all ITSM Academy training, our instructors have years of hands-on IT Practitioner experience, enabling them to effectively intertwine theory and real-life stories and scenarios. Using the highest quality content, this training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. 

Course Logistics - All ITSM Academy courses, including this one, can be: 

  • Presented at your location
  • Sourced through our Courseware Licensing Program (for qualifying organizations)

Download Our Course Catalog

Contact Us, or phone 954. 491. 3442 or use the chat below.

  • 5
    What a great session!

    Posted by Nicky on Apr 19th 2022

    We asked the Academy to deliver this course to our leadership and the knocked it out of the park. Great content and great trainer. Our leaders have approved ITIL Foundation training for the whole team!