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ITIL for Service Desks

Develop an appreciation of the ITIL® framework and its essential processes - fast.

Who is it for?
This practical course is aimed at all levels of IT staff who are involved in the delivery or support of IT services. It is also suitable for everyone requiring an appreciation of ITIL Service Management.

What is it about?
This course is about creating an awareness of ITIL and the need for IT Service Management in general. Over the course of the day, delegates will learn about the concepts, the processes and the disciplines that bring an organisation real business benefits.

What will I get out of it?

  • An appreciation of ITIL concepts and the processes needed to deliver effective, high-quality IT service
  • A basic understanding of the key elements of the ITIL concepts and processes in relation to the service desk
  • The ability to articulate the purpose and objectives of IT Service Management to a sufficient level
  • An essential understanding of how Service Management, SLAs and a Service Improvement Programme are fundamental to ensuring IT delivers the services that customers demand.

Download the course details and full course overview here

Find out more
Find out how you can raise your team's ITSM knowledge so they can be the best at what they do. Please contact a member of our training team on +44 (0)1689 889100 to discuss your needs or email us at


ITIL® is a registered trade mark of AXELOS Limited

Be Involved

  • Service Desk Training

    Senior Analyst to Team Leader

    15 - 16 May, Birmingham

  • Service Desk Training

    Service Desk Manager

    15 - 18 May, Kent

  • Service Desk Training

    Service Desk Analyst

    12 - 14 June, Birmingham

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