User Tools

Site Tools


Service Support Management (ITIL Foundations Framework)


This is a synchronous ONLINE track - you are expected to log in for the duration of the training


This course provides a general awareness of the key elements, concepts, and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used, and their contribution to service management practices.

This course enables participants to explore IT service management through an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. Participants practice using communication tools to improve feedback, automation to optimize workflow, and collaborate to understand core communication values, and service expectations within today’s corporate environment.




The National CTC is working on providing all attendees with complimentary access to uCertify's ITIL 4 Foundation resources, which includes lectures, flashcards, quizzes, and final assessments.

Attendees with an institutional subscription to Open Athens can also access:
Textbook Title: ITIL 4 Essentials: Your essential guide for the ITIL 4 Foundation Exam and beyond
Author: Claire Agutter
Publisher: IT Governance Publishing
Year: 2020
ISBN-13: 978-1-787-78218-1

At-Home Computer Requirements

  • Good internet connection
  • Test ability to access Zoom either using the Zoom client or your web browser
  • A web camera is preferred to help with class interactions.

This course will be delivered online using Zoom. Details regarding the login information for the meeting will be provided to the participants before the course.



Dr. Pauline Williams-Banta, Ph.D., CISSP, MBCP, PMP, is a consultant working in enterprise resilience and security. She works with organizations to design and implement technology driven recovery strategies using a risk management approach. Her research interests are focused on the effectiveness of security awareness training, user motivations, and the gender differences in complying with security policy.

Pauline Williams-Banta uses technology-driven strategies, integrates risk management, and cybersecurity frameworks to architect practical resiliency plans for the enterprise. She collaborates with the senior leadership team, software developers, infrastructure engineers, database managers, and business analysts. She creates and delivers strategic and tactical continuity services that leverage complex data and information technologies.

Dr. Williams-Banta shares her experiences in IT, cybersecurity, and resiliency-related topics as an adjunct faculty and a speaker at conferences. Pauline is a Certified Information Systems Security Professional (CISSP), a Master Business Continuity Professional (MBCP), a Certified in Risk and Information Systems Control (CRISC), and a Project Manager Professional (PMP). She was awarded the prestigious DRII 2018 Program Leader of the Year (Private Sector) award of excellence.

Course Objectives

At the completion of this track, the participants will be able to…

  • Describe the key concepts and guiding principles of service management.
  • Describe the four dimensions of service management.
  • Describe the service value system's purpose and components, activities of the service value chain, and how they connect.
  • Demonstrate and explain best practices for IT service improvement.
  • Model IT service best practices.


Click here for the program schedule and times.

Day One (Mon July 11)
ITIL 4 Overview
Domain 1: Understand the key concepts of service management

  • Task 1.1 Recall the definition of:
    • Service
    • Utility
    • Warranty
    • Customer
    • User
    • Service management
    • Sponsor
  • Task 1.2 Describe the key concepts of creating value with services:
    • Cost
    • Value
    • Organization
    • Outcome
    • Output
    • Risk
    • Utility
    • Warranty
  • Task 1.3 Describe the key concepts of service relationships:
    • Service offering
    • Service relationship management
    • Service provision
    • Service consumption

Day Two (Tue July 12)
Domain 2: Understand how the ITIL guiding principles can help an organization adopt and adapt service management

  • Task 2.1 Describe the nature, use, and interaction of the guiding principles
  • Task 2.2 Explain the use of guiding principles:
    • Focus on value
    • Start where you are
    • Progress iteratively with feedback
    • Collaborate and promote visibility
    • Think and work holistically
    • Keep it simple and practical
    • Optimize and automate

Domain 3: Understand the four dimensions of service management

  • Task 3.1 Describe the four dimensions of service management:
    • Organizations and people
    • Information and technology
    • Partners and suppliers
    • Value streams and processes

Day Three (Wed July 12)

Domain 4: Understand the purpose and components of the ITIL service value system

  • Task 4.1 Describe the ITIL service value system

Domain 5: Understand the activities of the service value chain, and how they interconnect

  • Task 5.1 Describe the interconnected nature of the service value chain and how this supports value streams
  • Task 5.2 Describe the purpose of each value chain activity:
    • Plan
    • Improve
    • Engage
    • Design & transition
    • Obtain/build
    • Deliver & support

Day Four (Thu July 14)
Domain 6: Know the purpose and key terms of 15 ITIL practices

  • Task 6.1 Recall the purpose of the following ITIL practices:
    • Information security management
    • Relationship management
    • Supplier management
    • IT asset management
    • Monitoring and event management
    • Release management
    • Service configuration management
    • Deployment management
    • Continual improvement
    • Change control
    • Incident management
    • Problem management
    • Service request management
    • Service desk
    • Service level management
  • Task 6.2 Recall definitions of the following ITIL terms:
    • IT asset
    • Event
    • Configuration item
    • Change
    • Incident
    • Problem
    • Known error

Day Five (Fri July 15)
Domain 7: Understand 7 ITIL practices

  • Task 7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
    • Continual improvement including the continual improvement model
    • Change control
    • Incident management
    • Problem management
    • Service request management
    • Service desk
    • Service level management
    • Review of the key learning objectives
    • Instructor feedback

Please note that content is subject to change or modification based on the unique needs of the track participants in attendance.

itil.txt · Last modified: 2022/05/13 15:48 by admin