Information Technology Service Management & ITIL Awareness


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    Information Technology: ISO 20001-1:2018 Information Technology Service Management & ITIL Awareness

    Certificate Approved by WWISE
    Course Duration
    1 Day
    12 months access

    Course Summary

    This course focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011 edition), ITIL (Information Technology Infrastructure Library) is published as a series of five core volumes, each of which covers a different IT Service Management lifecycle stage. Although ITIL underpins ISO/IEC 200001:2011 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework.

    Who Should Attend?

    • Both IT and business people will benefit from this course
    • Those requiring a basic awareness of the ITIL framework
    • IT professionals or others working within an organisation that have adopted an ITIL approach
    • Anyone involved in or contributing to an on-going service improvement programme

    Course Objectives

    • Recognise the need for change in service provision and for a commitment to implementing a Service Management culture.
    • Describe how IT Service Management can help align IT processes to business objectives.
    • Describe how IT Service Management can be adopted and adapted to an organisation
    • Describe the core elements of each ITIL Service Management process
    • Understand the core elements of and common terminology associated with the ITIL best practice framework

    Course Modules

    1. This course is designed to provide a high-level overview of ITIL and enable delegates to understand how and integrated IT Service Management framework might be utilised to achieve IT business integration, cost reductions and increased productivity.
    2. The areas that this course is designed to cover are:
    3. An introduction to ITIL, is strategic and operational benefits
    4. An overview of the ITIL certification scheme
    5. Service Management as a practice
    6. The ITIL concepts and definitions
    7. High-level overview of Service strategy, service design, service transition, service operation and continual service improvement.
    8. A high-level review of the ITIL service management functions
    9. Receive Homework (If applicable)
    10. Final Questions/Review
    11. Exam/ Assessment


    • Improve resource utilisation
    • Be more competitive
    • Decrease rework
    • Eliminate redundant work
    • Improve upon project deliverables and time
    • Improve availability, reliability and security of mission critical IT services
    • Justify the cost of service quality
    • Provide services that meet business, customer and user demands
    • Integrate central processes
    • Document and communicate roles and responsibilities in service provision
    • Learn from previous experience
    • Provide demonstrable performance indicators


    • All delegates who successfully pass the assessment over 60% will be issued with a certificate of competence.
    • If you receive lower than 60% a certificate of attendance will be issued.


    • An Assessment at the end of the course will be required.
    • A minimum of 60% is to be achieved to attain a Competence Certificate.
    • If you achieve lower than 60% but get between 40 – 59% a second attempt will become available.
    • If you get lower than 40% and fail the second attempt, you will need to re-purchase the course.
    • An attendance certificate is awarded to you regardless of a pass or fail.

    Learning Outcomes

    • This course is designed to assist employees in an organisation to minimise the time in attending a course and structured in a way that is efficiently understood.