• Duration:  2 days

  • Times:  9-17 o’clock, snacks included in the breaks

  • Guaranteed:  The course takes place, regardless of the number of participants

  • Exam:  multiple choice, 1 hour time, 40 questions, 26 points out of 40 (65%)

  • Examination date:  at the end of the last day of the course

  • Examination Language:  English and / or  German

  • included:  course materials, certification exam, snacks, beverages

  • Course location:  ITSM Partner, Engerthstraße 90, 1200 Vienna


  • We start by introducing a service management practice everybody needs (given the fact that incidents happen): Incident Management.

  • We apply the „4 Dimensions“ model to the practice of Incident Management, thus introducing a holistic view on ITSM. After that we exercise causes and solutions to incidents, called „Problem Management“.

  • After a coffee break you get to know the Service Value Chain. This won’t be theory only because we apply it to the practices we’ve seen before. A short quiz will prove that you are on target regarding the certification exam on day two.

  • We continue with one of the most important practices for service assurance: Change Control, followed by a short journey through the world of Governance and some repetition exercises.

  • After lunch you will familiarize with important ITIL terms and further practices: Service Level Management, Service Request Management and Service Desk.

  • We dedicate the last part of the first day to the Guiding Principles of ITIL. Real-life examples will show you how to apply the principles to your daily practice. We close the day with a repetition quiz. Thus you’ll be able to spend an ITIL-free relaxing evening knowing that you are on track for your exam.

  • Let’s start into day two with the important topic of continual improvement. ITIL offers you a methodology for realizing improvement chances and implementing measures.

  • By now you’ll know all parts of a Service Value System. The challenge is to use the system in your work environment, therefore we’ve prepared some examples and a helpful exercise.

  • ITIL 4 contains a number of useful service management practices. We introduce all of them and dive deeper into the most important by explaining purpose, goals and contents, supported by real-life examples. A final quiz will help you remembering everything you need to pass the exam at the end of this course.