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ITSM Essentials is a two-day practical workshop that gives IT and business teams a shared understanding of how IT services are delivered, managed, and improved. It covers the core concepts and practices of modern IT service management – without the jargon, the textbooks, or the exam pressure.
Designed primarily for in-house delivery, this workshop is built around your organisation’s context. Real examples, practical exercises, and group discussion replace theoretical frameworks, giving delegates genuine insight into how great service management works and what it looks like day-to-day.
Whether your team is new to ITSM, preparing for a service improvement initiative, or simply needs a common language around IT services, ITSM Essentials provides a confident, practical foundation.
By the end of this workshop, delegates will be able to:
– Explain what IT services are and why managing them well matters to the organisation
– Describe the key concepts of service value – outcomes, costs, risks, and utility vs. warranty
– Explain the four dimensions of service management and how they interact
– Describe how value is co-created across the service value chain
– Explain the purpose and key activities of core ITSM practices including incident management, problem management, change enablement, and service desk
– Describe how continual improvement works in practice and how to apply a simple improvement cycle
– Use consistent ITSM terminology when discussing IT services with colleagues and stakeholders
This workshop is designed for:
– IT teams who want a practical, accessible grounding in service management principles
– Business managers and team leaders who work closely with IT services
– Service desk and support staff looking to understand the wider context of their role
– Project managers, business analysts, and change professionals involved in IT initiatives
– Organisations preparing for an ITSM improvement programme or tooling change
– Any team where IT and business stakeholders need a shared language and understanding
There are no prerequisites for this workshop. It is designed to be accessible to anyone who works with IT services, regardless of their background or technical knowledge.
There is no examination for this workshop. Delegates who complete the two days receive a BrightOak Certificate of Attendance.
For delegates who wish to progress to formal ITSM certification, this workshop provides an excellent foundation for the ITIL® Foundation course.
Provided as part of the workshop:
– Delegate workbook and reference guide
– Workshop slides (digital)
– BrightOak Certificate of Attendance
All materials are tailored to the organisation where possible, using relevant examples and scenarios from your sector or environment.
– ITIL® (Version 5) Foundation – for delegates who want formal ITSM certification
– ITIL® (Version 5) Foundation – Enhanced – a more comprehensive foundation programme
– PDC integratedITSM courses – deeper dives into specific ITSM practices
POA
ITSM Essentials is for organisations who want their people – both IT and business – to understand how IT services work and how to get the best from them. It is particularly well suited to teams preparing for a service management improvement initiative, onboarding new IT staff, or bridging the gap between IT and the wider business.
Have a look at when our next IT Service Management Essentials is running.
Get in touch to talk about arranging a private IT Service Management Essentials 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:
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