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Overview
This short introductory course provides a high-level overview of modern service management principles and introduces delegates to ITIL 4, the latest evolution of global best practice from PeopleCert.
As organisations increasingly rely on IT to support digital transformation and strategic business change, IT service management has become a critical capability. ITIL 4 offers a flexible, integrated system for the governance and management of IT enabled services. It reflects new ways of working, including DevOps, Agile and Lean, and addresses the challenges and opportunities of operating in digital environments.
Prerequisites
There are no prerequisites for this course.
Target audience
This course is suitable for IT professionals, customers, users, and anyone involved in the provision or receipt of IT enabled services who requires an introductory understanding of ITIL 4.
Learning Outcomes
By the end of this half day session, delegates will:
- Gain a high-level understanding of modern service management principles
- Be introduced to the ITIL 4 framework and its purpose
- Recognise how ITIL 4 supports digital transformation and evolving ways of working
- Understand how ITIL 4 aligns with Agile, Lean, and DevOps approaches
Course Outline
Introduction to service management
- Key concepts of service management
- The role of service management in modern digital organisations
Introduction to ITIL 4
- Purpose and evolution of the ITIL framework
- ITIL 4 as a flexible system for governance and management
- Core elements of the ITIL 4 approach
ITIL 4 in the digital era
- How ITIL 4 supports digital transformation
- Integrating Agile, DevOps and Lean ways of working
- Addressing challenges in delivering IT enabled services
Summary and next steps
- Overview recap
- Further learning pathways and ITIL certification options
Exams and assessments
This course does not include formal assessments.
Hands-on learning
This is a theory-based course. While there are no formal practical exercises, learners are encouraged to participate in interactive discussions to explore how ITIL 4 concepts apply to real-world service environments.
Why choose QA
- 98% say our ITIL® training will improve job performance
- 92% pass rate for our ITIL® training courses
- 98% quality rating for our ITIL® trainers' knowledge
- We are fully accredited by PeopleCert
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under license from PeopleCert. All rights reserved.
Frequently asked questions
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
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How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.