ITSM 101: Hands-On IT Service Management Workshop
Build a practical foundation in IT service management with live instructor-led training from Ashford Global. This introductory ITSM workshop gives beginners, professionals moving into ITSM, and those working in ITSM-adjacent roles a structured, hands-on way to understand how modern IT service management works.
Learn the language of ITSM, explore common concepts such as incidents, problems, events, service requests, and changes, and understand how IT services move from planning and design through testing, deployment, operation, and continual improvement. Explore the Service Desk, common ITSM roles, metrics, service levels, priorities, and the tools and processes used to manage IT services effectively.
Training includes expert instruction, hands-on exercises, and a complete student toolkit for ongoing reference. No previous ITSM experience is required.
Workshop Overview
IT service management provides the structure organizations use to plan, deliver, operate, support, and continually improve IT services. The ITSM 101 Workshop provides a practical introduction to IT service management, focusing on building the knowledge and vocabulary needed to understand how IT services are managed and how the different parts of ITSM work together.
Rather than focusing only on ITSM theory, this hands-on workshop emphasizes:
- Understanding the language and terminology used in IT service management
- Exploring common ITSM concepts such as incidents, problems, events, service requests, and changes
- Understanding the high-level lifecycle of an IT service, from planning and design through testing, deployment, operation, and improvement
- Understanding the role of the Service Desk and other roles within and adjacent to ITSM
- Exploring common ITSM metrics, service levels, priorities, and performance measures
- Understanding how ITSM processes, practices, tools, and people work together to support IT services
- Seeing how the different pieces of ITSM connect through practical, real-world examples
This workshop provides a practical foundation for understanding IT service management—not simply learning a collection of ITSM terms, but learning how the pieces fit together and what the ITSM professionals around you are actually talking about.
Course Details
- Course Length: 1 Day
- Delivery Format: Live Online Instructor-Led
- Prerequisites: None
What’s Included
- Complete ITSM 101 workshop student toolkit
- Practical hands-on exercises, activities, and real-world ITSM scenarios
- Practical ITSM examples and demonstrations
- High-level exploration of common ITSM practices and concepts
- ITSM vocabulary and terminology definitions
- Overview of the ITSM service lifecycle
- Introduction to the Service Desk and ITSM roles
- Common ITSM metrics, service levels, priorities, and performance measures
- Section reviews and learning activities
- Course agenda and learning roadmap
- Post-class instructor support via email
- Practical resources for continued reference after class
- Six months of access to virtual class recordings
Who Should Attend
This workshop is ideal for:
- Professionals new to IT service management
- Professionals moving into ITSM roles
- IT professionals who want to strengthen their understanding of ITSM
- Service Desk professionals
- Managers and team leaders who work with IT services
- Professionals in ITSM-adjacent roles
- Business professionals who work with IT teams or IT services
- Anyone who wants to understand ITSM terminology and how IT service management works
Course Content
This hands-on workshop introduces the fundamentals of IT service management and provides practical experience understanding the concepts, terminology, roles, processes, practices, and tools used to manage IT services effectively.
- ITSM Fundamentals and Key Concepts Understanding what IT service management is, why organizations use it, and how ITSM supports the delivery, operation, and improvement of IT services; exploring the difference between services, processes, practices, and capabilities; and building a foundation in common ITSM terminology.
- The Language of ITSM Learning the terminology ITSM professionals use every day, including incidents, problems, events, service requests, changes, services, customers, users, stakeholders, and other essential ITSM concepts.
- Services, Customers, Users, and Stakeholders Understanding what an IT service is, who receives and uses services, how customers and users differ, and how ITSM connects IT services to business needs and outcomes.
- How IT Services Move Through Their Lifecycle. Exploring the high-level lifecycle of an IT service, from planning and design through testing, deployment, operation, support, and continual improvement; and understanding how the different stages connect.
- The Service Desk and ITSM Roles Understanding the purpose and role of the Service Desk; exploring common ITSM roles and responsibilities; and examining how ITSM professionals and IT-adjacent teams work together to support services.
- Incidents, Service Requests, Problems, Events, and Changes Understanding the differences between common ITSM work types; recognizing when an issue is an incident, service request, problem, event, or change; and exploring how these areas interact.
- Priorities, Impact, Urgency, and Escalation Understanding how ITSM teams determine priority; exploring impact and urgency; and learning how escalation supports effective service restoration and issue resolution.
- Service Levels, Metrics, and Reporting Exploring service levels and common ITSM metrics; understanding how teams measure performance and service quality; and learning how metrics and reporting support decision-making and improvement.
- Service Catalog, Knowledge, and ITSM Tools Understanding the purpose of a service catalog and knowledge resources; exploring how ITSM tools support service management; and seeing how people, processes, practices, and technology work together.
- Putting ITSM Into Practice Connecting the different pieces of ITSM through practical examples and real-world scenarios; following ITSM work from detection and communication through resolution, problem identification, change, testing, deployment, and improvement; and building confidence in understanding how ITSM works in practice.
Learning Objectives
By the end of the ITSM 101 Workshop, participants will be able to:
- Define IT Service Management (ITSM) in simple, practical terms
- Explain the purpose of ITSM and how it supports the delivery, operation, support, and improvement of IT services
- Understand the difference between an IT service, process, practice, and capability
- Use common ITSM terminology and vocabulary with greater confidence
- Explain the difference between customers, users, stakeholders, and service providers
- Recognize common ITSM work types, including incidents, service requests, problems, events, and changes
- Explain the difference between an incident, service request, problem, event, and change
- Understand the high-level lifecycle of an IT service from planning and design through testing, deployment, operation, support, and improvement
- Explain the role of the Service Desk within ITSM
- Understand common roles and responsibilities within and adjacent to ITSM
- Understand how ITSM teams interact with customers, users, business teams, and other areas of IT
- Understand how impact, urgency, and priority are used to determine how ITSM work should be handled
- Recognize when escalation may be appropriate and understand the purpose of escalation
- Understand the purpose of service levels and how they relate to service delivery and performance
- Identify common ITSM metrics and performance measures
- Understand how metrics and reporting can be used to monitor performance and support improvement
- Understand the purpose of a service catalog and how it helps users understand available IT services
- Understand the role of knowledge resources in supporting users and ITSM teams
- Understand how ITSM tools support the management of incidents, requests, problems, changes, services, and other ITSM activities
- Recognize how people, processes, practices, and technology work together to support IT services
- Understand how incidents, problems, changes, and other ITSM activities can connect to one another
- Apply ITSM concepts and terminology to practical, real-world scenarios
- Recognize how ITSM supports both day-to-day IT operations and the broader needs of the business
- Build confidence in communicating with ITSM professionals and understanding common ITSM discussions
- Leave the workshop with practical ITSM knowledge, terminology, concepts, and resources that can continue to be used after class
Upcoming Public Courses
Course Format & Indicators
- Live Online – Real-time training with a live instructor
- GTR – Guaranteed to Run
Private Group Training
Need private training for your organization? We can help you find the right training solution.
Prerequisites / Requirements
No prior ITSM experience is required. This workshop is designed for beginners, professionals moving into ITSM, and those working in ITSM-adjacent roles.
Booking, Terms, and Policies
Related Course(s)
Why Train With Ashford Global?
- Training focused on practical, real-world application
- Experienced instructors with extensive professional expertise
- Hands-on exercises you can immediately apply to work and everyday tasks
- Practical student toolkit included for continued reference
- Instructor support after class via email
- Private group training available for organizations
- Six months of access to your virtual class recordings
- Instructors must maintain a 4.5/5 or higher rating
- Guaranteed-to-Run (GTR) public classes
Earn an Ashford Global Training Certification
The ITSM 101 Workshop includes an Ashford Global Certified ITSM Practitioner Exam designed to demonstrate your foundational understanding of IT service management and your ability to recognize how the key components of ITSM work together.
After completing the workshop, participants will receive information by email to access the certification exam. The exam may be completed within 30 days of completing the workshop, giving you the flexibility to take it when you are ready.
The exam consists of 30 multiple-choice questions and has a 1-hour time limit.
A score of 70% or higher (21 out of 30 questions) earns the Ashford Global Certified ITSM Practitioner credential.
There is no additional fee for the exam, and participants may retake it as many times as needed during the 30-day exam period until they achieve a passing score. Once you pass, Ashford Global Training will issue your digital certification.
The Ashford Global Certified ITSM Practitioner credential recognizes foundational proficiency in:
- Understanding the purpose and role of IT service management
- Using common ITSM vocabulary and terminology
- Understanding incidents, problems, events, service requests, and changes
- Understanding the high-level IT service lifecycle
- Understanding the role of the Service Desk and other ITSM roles
- Understanding common ITSM metrics, service levels, priorities, and performance measures
- Recognizing how ITSM practices, processes, people, and technology work together
- Understanding the relationship between IT services, customers, users, and business needs
- Recognizing how ITSM supports the planning, design, testing, deployment, operation, and improvement of IT services
- Understanding the role of ITSM tools and supporting technologies
This is an Ashford Global Training professional certification. It is not a vendor certification or third-party accreditation.
ITSM 101 Workshop FAQs
01. What is the ITSM 101 Workshop?
ITSM 101 is a hands-on, beginner-friendly IT service management training workshop designed to help participants understand ITSM and confidently use common ITSM terminology, concepts, practices, and processes in everyday IT and business environments.
02. Who should take ITSM 101?
ITSM 101 is designed for professionals who are new to IT service management, professionals moving into ITSM roles, IT professionals who want a stronger understanding of service management, managers and team leaders, Service Desk professionals, and people who work in ITSM-adjacent roles and want to better understand how IT service management works.
03. Do I need previous ITSM experience to take ITSM 101?
No. No previous ITSM experience is required. The workshop is designed for beginners and professionals who are new to ITSM or want to build a stronger understanding of the fundamentals.
04. What will I learn in ITSM 101?
You will learn ITSM fundamentals and terminology, how IT services are managed throughout their lifecycle, the role of the Service Desk, common ITSM work types such as incidents, service requests, problems, events, and changes, common ITSM roles, priorities, service levels, metrics, and how the different parts of ITSM work together.
05. What ITSM concepts will we cover?
The workshop covers core ITSM concepts including services, customers, users, stakeholders, incidents, service requests, problems, events, changes, the Service Desk, priorities, impact, urgency, escalation, service levels, metrics, service catalogs, knowledge resources, ITSM tools, and continual improvement.
06. Will ITSM 101 teach me ITSM terminology?
Yes. ITSM vocabulary is a core part of the workshop. You will learn the terminology used by ITSM professionals and develop a practical understanding of what common terms mean and how they are used.
07. Is ITSM 101 hands-on?
Yes. ITSM 101 is designed as a hands-on workshop. Participants work through practical exercises, activities, examples, demonstrations, and real-world ITSM scenarios to build their understanding of how ITSM works in practice.
08. What is the difference between an incident, problem, service request, event, and change?
These are different types of ITSM work and are handled differently. ITSM 101 explains each concept, how they differ, and how they can connect to one another during the delivery and support of IT services.
09. What is the Service Desk and why is it important?
The Service Desk is a key point of interaction between users and the IT service provider. ITSM 101 explores the role of the Service Desk, the types of activities it supports, and how it works with other ITSM roles and functions.
10. Will I learn about ITSM roles and responsibilities?
Yes. The workshop introduces common ITSM roles and responsibilities, including roles within the Service Desk and other roles that work with or support IT service management.
11. Will ITSM 101 cover ITSM metrics and service levels?
Yes. You will explore common ITSM metrics and performance measures, understand the purpose of service levels, and learn how organizations use measurements and reporting to monitor service performance and support improvement.
12. Will I learn about priorities, impact, urgency, and escalation?
Yes. ITSM 101 introduces impact, urgency, and priority and explains how these concepts help ITSM teams determine how work should be handled. The workshop also introduces the purpose of escalation.
13. Will ITSM 101 cover ITSM tools?
Yes. The workshop provides a high-level understanding of how ITSM tools support activities such as managing incidents, service requests, problems, changes, knowledge, and other ITSM work. It is not training on a specific ITSM software platform.
14. What do I receive with the ITSM 101 Workshop?
Training includes live instructor-led instruction, hands-on exercises and activities, a complete ITSM 101 student toolkit, practical ITSM examples and demonstrations, ITSM vocabulary and terminology definitions, an overview of the ITSM service lifecycle, an introduction to the Service Desk and ITSM roles, common ITSM metrics and service levels, post-class instructor support via email, practical resources for continued reference, and six months of access to virtual class recordings.
15. What will I be able to do after completing ITSM 101?
You will have a practical foundation in IT service management and be better prepared to understand and communicate about ITSM. You will be able to recognize common ITSM concepts and work types, understand the role of the Service Desk, use common ITSM terminology, and recognize how the different parts of ITSM work together.
16. Is ITSM 101 available online?
Yes. ITSM 101 is live online, instructor-led training delivered virtually, allowing participants to learn and participate in hands-on activities from anywhere with an internet connection.
17. Is ITSM 101 a good ITSM course for beginners?
Yes. ITSM 101 is designed specifically for beginners and provides a practical introduction to IT service management without assuming previous ITSM experience.
18. What is the ITSM service lifecycle?
The ITSM service lifecycle describes the high-level journey of an IT service through planning and design, testing, deployment, operation, support, and improvement. ITSM 101 introduces this lifecycle and explains how the different stages connect.
19. What ITSM skills will I develop in this workshop?
You will develop practical ITSM skills including using ITSM terminology, recognizing common ITSM work types, understanding service management roles, understanding priorities and service levels, interpreting common ITSM metrics, and recognizing how ITSM practices, processes, people, and technology work together.
20. How can ITSM help a business?
ITSM helps organizations manage and support IT services in a structured way while connecting IT services to the needs of customers, users, and the business. ITSM 101 focuses on understanding these relationships and how effective service management supports day-to-day operations and continual improvement.