ITSM Awareness

This courseware is available in a Virtual Classroom configuration.

The ITSM Awareness course provides learners with the unique opportunity to receive an introduction to the concepts of IT Infrastructure Library (ITIL) and IT Service…

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Certificate None
Duration 8 Hours
Delivery Blended, Classroom, Virtual Classroom, Self-study
Languages English

What is included in ITSM Awareness

Course Description

The ITSM Awareness course provides learners with the unique opportunity to receive an introduction to the concepts of IT Infrastructure Library (ITIL) and IT Service Management (ITSM). It provides an overview of the concepts within the ITIL best practices domain while also introducing the key ITIL processes. This course explains how ITIL processes are driven by a service lifecycle to provide smooth functioning to organizations, thus ensuring high-quality services to their customers.

This course has been designed for learners who need a basic awareness of ITIL as a general interest, as part of a larger program initiative as opposed to the full certification ITIL Foundation course, or for those who may not be sure of their future training path and want to assess ITIL/ITSM viability in their organization.

Course Information

Certification: None

Duration: 8 Hours

Domain: Service Management

Delivery Method: Blended, Classroom, Virtual Classroom, Self-study


Available Languages: English

Purchase Options: Pay Per Use Courseware


IT Professionals who require a basic understanding of the ITIL framework such as:

  • IT Staff
  • IT and Business Executives
  • IT Consultants
  • Key Business Users
  • IT Developers

Learning Objectives

At the end of this course, you will be able to:

  • Describe the concept of ITIL and ITSM.
  • Explain the benefits of implementing ITIL in an organization.
  • Describe the importance of functions and processes in an organization.
  • Describe how ITIL processes map to the overall service lifecycle.
  • Define the roles and responsibilities involved with the service lifecycle.
  • Explain the ITIL® certification scheme and its corresponding credits system.

Course Outline

Section 1: Concept of ITIL and ITSM

  • Service
  • Service Value
  • Value to Customers: Utility and Warranty
  • Service Management
  • Defining IT Service Management
  • Introducing Stakeholders in Service Management
  • How ITSM Reduces Costs and Improves the Quality of IT Services?
  • What is ITIL?
  • Why Adopting ITIL?
  • ITIL: Value Proposition

Section 2: ITIL Processes Within the Service Lifecycle Context

  • What is Process?
  • How Does Process Model Work?
  • Introducing Functions
  • Different Functions and its Emphasis on Service Lifecycle
  • The RACI Model

Section 3: ITIL Service Lifecycle Approach to ITSM

  • ITIL Service Lifecycle
  • How Does ITIL Service Lifecycle Process?

Section 4: Roles and Responsibilities in ITIL

  • Role
  • Generic Roles
  • Generic Process Roles
  • How ITIL Roles Can Fit Together Within the Service Lifecycle?

Section 5: ITIL® Certification Scheme

  • The ITIL® Certification Scheme Overview
  • ITIL Credit Assignment
  • How ITIL Fits With Other Framework and Practices?

Available Courseware For ITSM Awareness


Instructor Package

Includes a slide deck suitable for Classroom and Virtual Classroom delivery, instructor notes to guide the trainer through the course delivery, and a version of the Coursebook.


Learner Coursebook

Coursebook with all the relevant information required for the learner to take and pass the exam.


Course Agenda

Sample agendas for running successful Classroom, Virtual Classroom, or Blended Classroom sessions.

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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank