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ITSM Essentials for Practice Owners is a one-day in-depth workshop for IT practitioners who own, manage, or work within core ITSM practices. Where broader ITSM awareness training covers concepts at an introductory level, this workshop goes deeper – exploring how each practice works, how they connect, and what good practice ownership looks like in real organisations.
The workshop covers the seven practices most critical to day-to-day IT service delivery: Incident Management, Problem Management, Change Enablement, Service Level Management, Request Fulfilment, Knowledge Management, and Continual Improvement. Configuration Management is also introduced as the foundation that underpins the rest.
Designed for in-house delivery, the workshop is built around your organisation’s current practices, tools, and challenges. It is practical, discussion-led, and directly applicable to the work your team does every day.
By the end of this workshop, delegates will be able to:
– Explain the purpose, scope, and key activities of each core ITSM practice
– Describe how the core practices interconnect and depend on each other
– Identify the responsibilities and accountabilities of a practice owner
– Apply consistent approaches to incident classification, prioritisation, and resolution
– Explain the distinction between incident management and problem management and how to manage the interface
– Describe how change enablement controls risk while enabling speed of delivery
– Explain how service level management establishes, monitors, and reports on service commitments
– Describe how request fulfilment delivers value through standardised, efficient service actions
– Explain the role of knowledge management in improving service quality and efficiency
– Apply a structured continual improvement approach to practice performance
– Describe how configuration management data supports all other practices
This workshop is designed for:
– Practice owners and practice managers responsible for individual ITSM processes
– Service desk managers and team leaders
– IT operations staff who work across multiple ITSM practices
– Problem managers, change managers, and service level managers
– ITSM tooling administrators and configuration managers
– Senior IT staff preparing to take on practice ownership responsibilities
Delegates should have some practical experience working in an IT service environment. Prior ITSM or ITIL training is helpful but not required.
The ITSM Essentials two-day workshop (BRI-ITSM-ESS) provides a useful foundation for delegates with no prior ITSM exposure.
There is no examination. Delegates receive a BrightOak Certificate of Attendance on completion.
Delegates who wish to gain formal ITSM certification following this workshop may wish to consider ITIL® Foundation, or specific ITIL® Practitioner modules aligned to their practice area.
Provided as part of the workshop:
– Delegate workbook covering all eight practice areas
– Practice reference cards (one per practice – key activities, roles, metrics)
– Workshop slides (digital)
– BrightOak Certificate of Attendance
Materials are tailored to the organisation where possible, using your tooling, terminology, and current process documentation as reference points.
– ITIL® (Version 5) Foundation – for formal ITSM certification
– ITIL® Practitioner modules – deep dives into specific practices (Incident, Problem, Change, SLM and others)
– ITSM Essentials for IT Leaders (BRI-ITSM-LDR) – for the senior leaders sponsoring your ITSM programme
– ITSM Essentials (BRI-ITSM-ESS) – the broader 2-day programme for wider team awareness
POA
ITSM Essentials for Practice Owners is for IT practitioners who need more than awareness – they need to understand how to run their practice well, how it connects to others, and how to improve it over time. It is ideal for organisations rolling out or maturing their ITSM capability, implementing a new toolset, or restructuring their service management function.
Have a look at when our next IT Service Management Essentials for Practitioners is running.
Get in touch to talk about arranging a private IT Service Management Essentials for Practitioners course for your organisation.
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We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
| Date | Duration | Delivery | Location | Spaces |
|---|---|---|---|---|
| None currently scheduled | ||||
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