ITIL® 4 Awareness

Course Code: 7019


ITIL® 4 Awareness

An introduction to ITIL® 4 concepts and practices

Course Code : 7019
ITIL® 4 Awareness 0 5 0



This one day course provides a high-level overview of ITIL® 4 best practices. Key ITIL 4 practices, activities and other aspects are discussed. Additionally, the ITIL 4 service value system and service value chains are introduced and described along with important ITIL concepts and terminology.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 1 day

Live Virtual Classroom
Duration: 1 day

What You'll learn

  • Basic concepts of service management
  • The four dimensions of service management
  • The ITIL guiding principles
  • Service value system
  • Service value chain
  • General management practices
  • Service management practices
  • Technical management practices


  • What is ITIL?
  • History of ITIL
  • The concepts of a service
  • Services and service management
  • Outcomes and outputs
  • Costs and risks
  • Utility, warranty and value
  • Organizations
  • Consumers, customers and users
  • Sponsors
  • Service offerings
  • Service relationship management
  • Service provision
  • Service consumption
  • Service management practices and processes
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • Understanding and using the guiding principles
  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
  • The service value system
  • The service value chain
  • Service value chain activities
    • Plan
    • Improve
    • Engage
    • Design and transition
    • Obtain and build
    • Deliver and support
  • The general management practices
  • Continual improvement
  • Information security management
  • Relationship management
  • Supplier management
  • The service management practices
  • Service level management
  • Availability management
  • Capacity and performance management
  • Service continuity management
  • IT asset management
  • Service configuration management
  • Change control
  • Release management
  • Monitoring and event management
  • Incident management
  • Problem management
  • Service request management
  • The Service Desk
  • The technical management practices
  • Deployment management
  • Each student receives a copy of the Kindle book Understanding Service Management: Benefits, Challenges, Risks and Other Important Details
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There are no mandatory prerequisites.

Who should attend

The ITIL 4 Awareness course is highly recommended for current and aspiring –

  • CIOs, CTOs
  • Service management professionals
  • IT managers and directors
  • IT auditors
  • Change managers, change management professionals
  • Continual improvement professionals
  • Service desk professionals
  • IT professionals

Interested in this course? Let’s connect!


There is no certification exam associated with this course.