Service Management Training

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Service Management

If you need to align your IT services to organisational objectives, we offer the full range of ITIL® training.  This is a methodology for managing your IT services over the long term and is proven to reduce project costs as well as improve customer satisfaction and personal productivity. 

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Check our full list of Service Management courses below...

What is ITIL® 4?

Digital technology is transforming our workplaces and daily lives. A new service culture has emerged to cope with the frenetic pace of change. Organizations and professionals must embrace this new service culture in order to survive, thrive, and remain competitive.

ITIL 4 is an adaptable framework for managing services within the digital era. Through our best practice modules, ITIL 4 helps to optimize digital technologies to co-create value with consumers, drive business strategy, and embrace digital transformation.

ITIL 4, the latest evolution of ITIL, builds on the core guidance of previous versions to provide comprehensive, practical, and proven guidance. It supports traditional service management activities, for example incident management and continual improvement, but can also be aligned to transformative technologies, such as Cloud, Automation, and AI.

It also works seamlessly with DevOps, Lean, and Agile, and Axelos’ products such as PRINCE2® and AgileSHIFT®. It is the basis for the international standard ISO20000 and the workflows in many service management software platforms.

Each ITIL 4 module is accompanied by a comprehensive core guidance publication and a globally recognized professional certification, from which millions of professionals worldwide have benefitted.

Many innovative organizations, including Spotify and Vodafone, have already increased their efficiency and customer satisfaction by adopting ITIL 4.

ITIL 4 can help you to:
•   Understand how IT impacts strategy and how professionals can utilize the four dimensions of service management in a wider business context
•   Use the guiding principles to navigate change, streamline work and introduce flexible and collaborative working practices
•   Break down silos by encouraging a holistic, systems-thinking approach to value co-creation
•   Build trusted relationships with stakeholders and develop effective and timely communications
•   Work with complex, adaptive systems and flexible processes that can adapt to changing environments
•   Learn the common language of IT-enabled service delivery, to boost your digital career progression and set you apart from your peers.

What is IT Service Management?

IT service management (ITSM) is a concept that enables an organization to maximize business value from the use of information technology. 

ITSM positions IT services as the key means of delivering and obtaining value, where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks. ITSM works across the whole lifecycle of a service, from the original strategy, through design, transition and into live operation. To ensure sustainable quality of IT services, 

ITSM establishes a set of practices, or processes, constituting a service management system. There are industrial, national and international standards for IT service management, setting up requirements and good practices for the management system. 

ITSM is based on a set of principles, such as focusing on value and continual improvement. It is not just a set of processes – it is a cultural mindset to ensure that the desired outcome for the business is achieved. It incorporates principles and practices from various management approaches, such as lean manufacturing, organizational change management, system analysis and risk management.


ITIL is the most adopted and recognized body of knowledge for ITSM. ITIL defines IT service management as: 

“The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.” 

ITIL is a best practice framework that gives guidance on how ITSM can be delivered. Although there are several frameworks and standards that describe IT service management, ITIL is by far the most widely adopted and recognized globally.

Service Value System

ITIL has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationships.

The updated framework will focus on facilitating value co-creation via a Service Value System (SVS). The SVS represents how different components and activities can work together, in any type of organization, to facilitate value creation through IT-enabled services.

In ITIL 4, customers are an essential element in the process of creating value.

Service Value Chain

Incorporated within the SVS is the service value chain (SVC). The service value chain is the set of interconnected activities that when sequenced in the right way provides an operating model for the creation, delivery, and continual improvement of services. 

The service value chain allows an organization to define a number of variants of these sequences known as value streams, of which the v3 service lifecycle is one such example. The service value chain is flexible and can be adapted to multiple approaches, including product-focused delivery teams, DevOps, and centralized IT. 

The adaptability of the value chain enables organizations to react to changing demands from their stakeholders in the most effective and efficient ways. 

ITIL as a body of knowledge is continually evolving, the core publications being amended with case studies, guidance and discussion papers and other supplementary content. It helps to address emerging practices and methods, such as DevOps, and to help practitioners combine ITIL with other sources of good practice, such as IT4IT or COBIT.

ITSM Roles

Within ITIL, there are generic roles, such as Service owner, as well as specific roles, such as Service Desk analyst, that are required within a particular lifecycle stage. Among these roles are:

Service owner, Service manager – responsible for establishing responsibilities for the lifecycle of specific services;

Process owner, Process manager, Process practitioner – helping to identify responsibilities in the ITSM processes management and execution;

Process practitioner: e.g. Configuration manager, Capacity manager, Service Desk specialist – describing specific responsibilities within certain processes and functions.

IT Service Manager Skills

IT service managers need good business analysis skills and awareness of the business priorities. They need to apply logical thinking and make both day-to-day and longer term strategic plans to ensure that the business solution aligns with the organization and user needs.

They also need strong customer service, negotiation and stakeholder and relationship management capabilities to make sure that supplier and customer needs are met by the service. IT service managers need to be good communicators and able to work well with people as well having as strong motivational and organizational skills and the ability to multi-task.

ITIL® 4 Certification Tracks

ITIL Levels

The ITIL 4 certification scheme can be adapted to the learning requirements of the individual and the organization. It uses a modular, tiered approach to allow you to develop a comprehensive view of service management or to focus on specific areas of knowledge.

ITIL® 4 Practice Manager (PM) Certification

Our latest practice-based modules provide shorter and more flexible training with opportunity to bundle, mix and match the modules.

A management practice is defined as a set of organisational resources designed for performing work or accomplishing an objective.

There are 34 ITIL management practices in total, representing some of the most practical resources of the framework. We start with the management practices covered in the ITIL 4 Foundation, based on the practice guides. The practices are also enriched with additional guidance on the capability model based on the ITIL 4 maturity model.

The individual practice course  is intended for professionals that want to prove and validate their skills in specific practice areas.

There are 15 practices currently available:
•   Service Desk
•   Incident Management
•   Problem Management
•   Service Request Management
•   Monitoring and Event Management
•   Change Enablement
•   Deployment Management
•   Release Management
•   Service Configuration Management
•   IT Asset Management
•   Relationship Management
•   Supplier Management
•   Service Level Management
•   Continual Improvement
•   Information Security Management

The individual practices are offered through one-day training or bundled and combined in 3-day training with practical assignments built into the course, to help you apply what you’ve learned in real-life work scenarios. The combined practice course is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams.

There are three combined practice courses currently available:
•   ITIL® 4 Specialist: Monitor, support and fulfil
•   ITIL® 4 Specialist: Plan, Implement and Control
•   ITIL® 4 Specialist: Collaborate, Assure and Improve

To achieve the ITIL 4 Practice Manager designation, you will need to have completed 5 individual practices plus the ITIL Specialist: Create, Deliver and Support module, or you will need to have completed the 3-day bundled or combined module plus the ITIL Specialist: Create, Deliver and Support module.

ITIL® 4 Managing Professional (MP) Certification

ITIL 4 Managing Professional (ITIL MP) is a stream of four modules that are part of ITIL 4, the next evolution of ITIL.

The four modules are:
•   ITIL® 4 Specialist: Create, Deliver and Support
•   ITIL® 4 Specialist: Drive Stakeholder Value
•   ITIL® 4 Specialist: High-velocity IT
•   ITIL® 4 Strategist: Direct, Plan and Improve

ITIL 4 MP has been created for IT practitioners working within technology and digital teams across businesses.

The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows.

To obtain the designation ITIL 4 Managing Professional or ITIL 4 Strategic Leader, you must complete all modules in each stream, with ITIL Strategist being a universal module for both streams.

ITIL® 4 Strategic Leader (SL) Certification

TIL4 Strategic Leader (ITIL SL) is a stream of two modules that are part of ITIL 4, the next evolution of ITIL.

The two modules are:
•   ITIL® 4 Strategist: Direct, Plan and Improve
•   ITIL® 4 Leader: Digital and IT Strategy

ITIL SL recognizes the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL 4 Strategic Leader demonstrates that the you have a clear understanding of how IT influences and directs business strategy.

To obtain the designation ITIL 4 Managing Professional or ITIL 4 Strategic Leader, you must complete all modules in each stream, with ITIL Strategist Direct, Plan and Improve being a universal module for both streams.

After achieving the ITIL 4 Managing Professional designation, candidates would only need to complete the ITIL® 4 Leader: Digital and IT Strategy module to achieve the ITIL 4 Strategic Leader designation.

ITIL® 4 Master

The ITIL 4 Master is the highest level of achievement of the ITIL 4 certification scheme.

ITIL 4 Master recognises that you have gained the universal and diverse knowledge developed during your ITIL training and certification journey and have mastered the full suite of the ITIL competencies.

ITIL®4 Master Designation
To be awarded the ITIL 4 Master designation, candidates must have achieved the Practice Manager (PM)Managing Professional (MP) and Strategic Leader (SL) designations. By combining the PM, MP, and SL designations, the ITIL 4 Master demonstrates the capability to apply the principles, concepts, methods and techniques from ITIL in the workplace at strategic, tactical and operational levels.

The ITIL 4 Masters understand business requirements, know how to develop a clear strategy and plan, implement them using practical methods and tools, lead cross-functional teams to achieve growth and success for the organisation.

The path to achieving the ITIL 4 Master includes multiple exams which assess your ability to understand, apply and analyse many ITSM concepts, methods, and tools. This includes a case-based assessment on Digital and IT Strategy, detailed study of at least five management practices or at least one of the specialist Practice Manager tracks combined with Create, Deliver and Support, and assessment on all four of the Managing Professional modules. 

The ITIL 4 Master is the pinnacle of a long and demanding journey but a truly rewarding and valuable experience for anyone who achieves it.

How to apply
There is no need to apply. Certification will be provided upon successful achievement of the Practice Manager, Managing Professional and Strategic Leader designations.

ITIL® 4 Extension Modules

ITIL 4 Extension Modules is a stream of four modules that are part of ITIL 4, helping you gain the skills you need for the challenges of the future.

The four modules are:
•   ITIL® 4 Specialist: Sustainability in Digital & IT
•   ITIL®4 Specialist: Acquiring & Managing Cloud Services
•   ITIL® 4 Specialist: Business Relationship Management
•   ITIL® 4 Specialist: IT Asset Management

The ITIL 4 Extension Modules have been created to extend the main ITIL 4 framework and provide organisations and professionals with the guidance to address and harness the challenges and opportunities presented by emerging technologies and themes that impact their operations. These modules allow individuals to learn about ITIL concepts, develop an understanding of relevant ITIL 4 guidance and enable career development opportunities.