ITIL v2 IT Service Management Essentials
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Course Overview
  ITIL (Information Technology Infrastructure Library) provides a comprehensive, consistent and coherent set of best practices focused on the management of IT service processes while promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.

Benchmark Learning's ITIL Service Management Essentials is an intensive two-day instructor-led course covering the ITIL Fundamentals. Our ITIL Service Management Essentials course:
  • Provides a complete overview of All 11 ITIL components, including goals, key terms, responsibilities, and keys to success
  • Prepares students to pass the ITIL Foundation exam
  • Helps students leverage ITIL concepts and practices in their daily work
For more information on ITIL go to our ITIL Community page

The cost of the exam is not covered in the cost of this course.

PDU Credits: 14

  After attending this workshop, attendees will understand how ITIL processes can improve IT operations. In particular, participants will:
  • Understand ITIL's five operational processes, single function and five tactical processes
  • Comprehend the main activities of each process
  • Be aware of key ITIL definitions
  • Understand the scope and operation of an ITIL compatible Service Desk
  • Understand how to integrate IT service management framework, based on ITIL best practice guidelines, into their own organizations
  • Be prepared to take the Foundation Certificate examination
Topics covered include:

Introduction to Service Management
  • The importance of Service Management
  • Service Management disciplines
  • The need for a service culture
  • The Service Desk
The purpose and importance of the Service Desk
  • Service Desk options
  • Skill profiles
  • Contribution to overall service quality
  • Service Level Management
What is an SLA and its purpose?
  • Typical contents
  • Reporting and reviewing
  • Incident Management
What is Incident Management?
  • The Incident Management process
  • Problem Management
What is Problem Management?
  • Day-to-day and pro-active activities
  • Configuration Management
Basic principles and terminology
  • How Configuration Management underpins Service Management
  • Change Management
The need for Change Management
  • Change procedures
  • The role of the change manager
  • Release Management
Definitive Software and Hardware Libraries
  • Release strategy and control mechanisms
  • Availability Management and IT Service Continuity
Business Impact Analysis
  • Risk management
  • The IT Service Continuity Plan
  • Financial Management for IT Services
Financial structures
  • Costing and charging
  • Budgets and IT accounting
  • Capacity Management
The need for Capacity Management
  • Elements of Capacity Management

  ITIL Service Management Essentials is an introductory-level course intended for IT professionals responsible for developing, supporting, and operating application-based IT services (e.g., messaging) and infrastructure-based IT services (e.g., network services).

  There are no prerequisites for this course.

Course Number

Course Length
  2 Days

Course Price


Vendor Credit or Voucher Eligible

  Module 1: Introduction
  • Introduction to ITIL
  • Overview of essential ITIL concepts
Module 2: Service Desk, Incident Management, Problem Management
  • Service Desk function (goal, definitions/distinctions, key aspects)
  • Incident Management (goal, definitions/distinctions, key aspects)
  • Problem Management (goal, definitions/distinctions, key aspects)

Module 3: Change Management, Configuration Management, Release Management
  • Change Management (goal, definitions/distinctions, key aspects)
  • Configuration Management (goal, definitions/distinctions, key aspects)
  • Release Management (goal, definitions/distinctions, key aspects)

Module 4: Service Level Management, Availability Management, Financial Management
  • Service Level Management (goal, definitions/distinctions, key aspects)
  • Availability Management (goal, definitions/distinctions, key aspects)
  • Financial Management (goal, definitions/distinctions, key aspects)

Module 5: Capacity Management, IT Service Continuity Management
  • Capacity Management (goal, definitions/distinctions, key aspects)
  • IT Service Continuity Management (goal, definitions/distinctions, key aspects)

Module 6: Certification Exam and Application Workshop
  • Mitigating Risk, Assuring Success
  • Student Objectives for Applying ITIL
  • Implementing ITIL: an Organizational Approach
  • Managing Organizational Change

Module 7: Summary
  • Review key learning points
  • Final discussion and clarification