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We are experts in IT and Business management trainings. We are passionate about helping our clients achieve their goals!

ITIL® Overview Workshop

Difficulty level: Duration in days: Delivery options:


Classroom based      |       On-line

  • ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

    Learn about the international standard for IT Service Management (ITSM) as well as being guided about how to implement what you’ve learned. This course is specifically designed for anyone working in IT wanting to gain knowledge in IT Service Management best practice. Our ITIL® training teaches essentials of IT Infrastructure Library (ITIL®) and helps you to understand how your organisation can benefit significantly by applying the ITIL principles to your work environment.
    • Communicate the meaning and relevance of ITSM within the IT organization and within the client organization, and can assist in setting up, managing and harmonizing ITIL® processes with the other management processes.
    • Understand the use of the IT infrastructure, the Business perspective, as well as basic understanding of real-life implementation and management issues
    • Understand, Measure, Analyze and Report ITSM processes
    • Understand the ITIL® lifecycle model
    • Determine and understand business and IT requirements by obtaining information from the client and/or business
    • Support the tools and procedures necessary
  • The target group of the ITIL® Foundation certificate in IT Service Management is:
    • Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation.
    • IT professionals that are working within an organisation that has adopted and adaptedITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.
    This may include but is not limited to, IT professionals, business managers and business process owners.
  • There are no formal criteria or pre-requisites for candidates wishing to attend this course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended.
  • Event Event Date Event End Date Location Individual Price Register
    ITIL® Overview on-line 24x7 24x7 Self paced on-line 200,00€
    ITIL® Foundation on-line 24x7 24x7 Self paced on-line 550,00 EUR (Exam inclusive)

Course Contents

    • What ITIL is and what it is not. Who is the owner and other general information.
    • What are the drivers for better IT Management, useful guidance and what are best practices.
    • Definition of Service, Service Management and IT Service Management.
    • Functions, Roles and Processes.
  • 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.
  • 4 Dimensions
    • Organizations and people.
    • Information and technology.
    • Partners and suppliers.
    • Value streams and processes.
  • Service Value Chain
    • Describe the ITIL service value system.
    • Describe the interconnected nature of the service value chain and how this supports value streams.
    • Describe the inputs, outputs and purpose of each value chain activity: Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
    • General Management Practices: Continual Improvement
    • General Management Practices: Information Security Management
    • General Management Practices: Relationship Management
    • General Management Practices: Supplier Management
    • Service Management Practices: Availability Management
    • Service Management Practices: Capacity and Performance Management
    • Service Management Practices: Change Control
    • Service Management Practices: Incident Management
    • Service Management Practices: IT Asset Management
    • Service Management Practices: Monitoring and Event Management
    • Service Management Practices: Problem Management
    • Service Management Practices: Release Management
    • Service Management Practices: Service Configuraion Management
    • Service Management Practices: Service Continuity Management
    • Service Management Practices: Service Desk
    • Service Management Practices: Service Level Management
    • Service Management Practices: Service Request Management
    • Technical Management Practices: Deployment Management

Client Testimonials

  • Well structured course – good balance between lecturing , good practices and productive interactions. You helped me to learn and understand more IT based processes. Thank you.
    Mrs. Natira Dika-Krluku Macedonian Telekom
  • ITSM Center not only helped me achieve the ITIL certifications but also provided me the practical insights to improve my day to day work and help my organization achieve ITIL Standards.
    Mr. Granit Gjoni Balfin
  • ITSM CENTER and its lecturer created an impacting experience from which I came out richer in skills and knowledge. I would certainly recommend this workshop to my teammates and colleagues.
    Mr. Matija Benčina Telekom Slovenia
  • Course enables you to learn about the theoretical basis in a structured and understandable way. It is much easier to get a grasp on the subject matter when the lecturer is knowledgeable and ties together theoretical knowledge with practical wisdom.
    Mr. Jan Šuen Slovenian Railways
  • All courses I have taken in ITSM center contributed in a substancial manner to optimize internal processes. Special thanks to lecturer who was willing to consider live company cases during the course.
    Mr. Žiga Mrak Bayer
  • The course is nicely structured and clearly outlines the management principles. It also gives us a detailed description of the processes as well as roles and responsibilities of the people.
    Mr. Chellappan N. Nandakumar Telekom Slovenia

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Attend on our classroom based or on-line self paced training to gain needed experience and knowledge to fill the gap.


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+386 1 2425 866

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