At a glance
Course number HF412S
Length 1 day
Delivery method Virtual Instructor-Led Training (VILT)
Instructor-led training (ILT)
Onsite dedicated training (OST)
Price USD $270
CAD $297
How to order To order or find out more information, please call our Customer Registration Center (CRC) in the US at 800-472-5277 (800-HPCLASS) or in Canada at 800-563-5089.
You can also submit a query online.
*Courses are supported in the delivery formats above, but are not necessarily scheduled in every delivery format listed. Please click the schedule links at the top of the page to see which delivery formats are currently scheduled.

Course overview

This 1-day course provides an introduction to IT service management. The course gives a general overview of the ITSM lifecycle based on the 2011 Edition of the IT Infrastructure Library (ITIL®). It is ideal for staff who might be involved in the periphery of IT Service Management, or those who are new to the topic needing a broad, brief introduction and understanding of the benefits to be gained from implementing service management.


  • Basic IT knowledge would be helpful but not essential


  • The course is suitable for relatively large numbers and might be used to engender an initial understanding of IT service management amongst groups of implementation or project staff
  • The course may also be of value to managers wishing to obtain a broad, yet focused overview of IT service management – the course can be tailored to address any particular concerns

Ways to save

Course objectives

  • Gain a high-level understanding of the objectives and scope of IT service management, as described by ITIL
  • Understand the benefits of using a service management approach to improve the way in which services are delivered

Next steps

  • ITIL® Foundation for IT Service Management (HF421S)

Benefits to you

  • Gain a basic understanding of IT service management and how it may benefit your business and IT organization
  • Gain the necessary knowledge to make better decisions

Course outline

Course Introduction

Introduction to ITIL

Service Management as a Practice

Service Lifecycle stages

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Technology and Architecture


  • Summary of lessons learned
  • Where do I go from here?

HF412S - D.00

ITIL® is a registered trade mark of AXELOS Limited