ITIL(R) 4 – Half day Overview

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.

Objectives

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

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.