This ITIL training teaches you to see IT as a service that creates value for customers and to apply the key practices such as incident, problem, change and service request management. It suits service desk staff, team leads, administrators and business units that work with IT. You map your own processes to the framework, shape tickets and escalations clearly and plan small improvements that can be carried out in daily work.
What you’ll take away.
- Explain value, service and service relationships using ITIL terms
- Distinguish incident, problem, service request and change enablement
- Set priorities, service levels and escalations for a ticketing system
- Clarify roles and responsibilities such as service owner and process owner
- Plan continual improvement in small, measurable steps
Your training in detail
- Who is it for?
- Service desk staff, team leads, administrators, project members and business units that work with IT.
- Prerequisites
- None. Experience with a ticketing system or IT support makes it easier.
- Format & planning
- Suggested format: 2 to 3 days live online or on site. Scope depends on prior knowledge.
Agenda: from understanding to application
Our independently developed agenda proposal. Focus areas, lab environment and scope are agreed before booking.
Key concepts: service, value, user, customer, sponsor, plus output, outcome, cost and risk.
Service value system: guiding principles, the value chain and how the practices work together.
Operations: incident management, problem management, service request management and the service desk with a knowledge base.
Change: change enablement, release management, configuration management and rollback planning.
Control: service level management, metrics, supplier management and reports for business units.
Improvement: continual improvement as a practice, an improvement register and prioritising small actions.
Suggested exercise: work up a real disruption from your own environment as an incident and a problem, set priorities and enter one action in an improvement register.
Exams, licences & credentials
A related qualification is ITIL Foundation from PeopleCert. The PeopleCert page currently lists ITIL Foundation (Version 5) and ITIL 4 Foundation; we clarify beforehand which version suits you. Exam fees and licences are only included if confirmed in the offer. Attending alone awards no vendor certification.
Vendor references & review date
Sources checked on 2026-11-03. These sources describe the technology or external exam requirements. They do not imply a partnership with NextNowa.
Your learning content
These objectives describe the training topic. The specific syllabus, duration, dates, trainer and price are agreed before booking.
Frequently asked questions
Is ITIL a standard or a piece of software?
Neither. ITIL is a framework of guidance and practices for managing IT services. You adopt what fits your organisation and support it with a ticketing system of your choice. The framework prescribes no particular software.
What is the difference between an incident and a problem?
An incident is an unplanned disruption or drop in quality that should be fixed quickly. A problem is the underlying cause behind one or more incidents. Incident management restores operation, problem management prevents recurrence. We practise the distinction on real examples.
Which ITIL version is taught?
ITIL 4 practices are widely used, and PeopleCert now also lists ITIL Foundation in Version 5. Which version your company or exam requires, we clarify when you enquire. The training content then follows that requirement.
Does IT service management & ITIL include a certificate?
A related qualification is ITIL Foundation from PeopleCert. The PeopleCert page currently lists ITIL Foundation (Version 5) and ITIL 4 Foundation; we clarify beforehand which version suits you. Exam fees and licences are only included if confirmed in the offer. Attending alone awards no vendor certification.