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Free course template · Global

ITIL 4 and IT service management: Incident, problem and change on the service desk

A ready-made course, live deck and two surveys for service-desk agents. AhaSlides tracks progress, completion and scores for you. 45 minutes, 6 lessons. Last reviewed 21 October 2026; not legal advice.

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Course outline at a glance

  • The pattern
  • What went wrong
  • Timeline
  • Quiz

  • Value in plain words
  • Match
  • Accordion
  • Sorting activity
  • Flashcards
  • Matching quiz

  • Principles
  • Which principle?
  • Tabs
  • Scenario
  • Quiz

  • Differences
  • Classify
  • Sorting activity
  • Multi-select quiz

  • Matrix
  • Set priority
  • Scenario
  • Quiz

  • Ticket
  • Measures
  • Checklist
  • Accordion
  • Quiz

Try some questions from the course

Question 1 of 3

What should have been opened once the fault kept coming back?

 

A repeated fault needs a problem record so its cause is found.

Lesson 1, The same fault, raised forty times, teaches this. See the outline

Question 2 of 3

Which principles say to start with a short form and improve it?

 

Small steps and simplicity get a useful form into use quickly.

Lesson 3, Guiding principles in a service-desk story, teaches this. See the outline

Question 3 of 3

Priority is set from...

 

Impact and urgency together give a fair, consistent priority.

Lesson 5, Prioritising by impact and urgency, and SLAs, teaches this. See the outline

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Learners earn a certificate

Your organisation

Certificate of completion

This certifies that

Alex Morgan

has completed

ITIL 4 and IT service management: Incident, problem and change on the service desk

Completed on12 October 2026
Sample certificate with a placeholder learner name.

Style 1 of 6: Standard

Everyone who finishes gets a certificate with their name, the course title and the completion date. Add your own logo, colours and signer.

Three pieces that work together

Learners prepare on their own, you answer questions live, and the surveys tell you what stuck. 6 fields to fill in with your own policy, contacts and locations; each one is highlighted inside the course.

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The ITIL 4 and IT service management: Incident, problem and change on the service desk course as a learner first sees it

Completion is tracked for you

Learners sign in to take the course, so every start, finish and score is recorded in AhaSlides. No spreadsheet to keep.

  • Who has finished

    See who has not started, who is in progress and who has completed the course.

  • Every score

    Each learner's answers to the quizzes and activities in the course.

  • What landed

    Survey results show what people took away, and the 30-day check-in shows whether they use it.

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6 lessons, about 45 minutes

What learners can do at the end of each lesson. Minutes are an estimate.

  • Lesson 1: The same fault, raised forty times · 9 min

    Before you begin · The pattern · What went wrong

  • Lesson 2: Service value system and the four dimensions · 8 min

    Value in plain words · Match · Check

  • Lesson 3: Guiding principles in a service-desk story · 6 min

    Principles · Which principle?

  • Lesson 4: Incident, problem and change: how they differ · 8 min

    Differences · Classify · Check

  • Lesson 5: Prioritising by impact and urgency, and SLAs · 6 min

    Matrix · Set priority

  • Lesson 6: Writing a good ticket, handover and measuring the desk · 8 min

    Ticket · Measures · Practice

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Often taught together

Courses teams often run alongside this one.

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Common questions

Yes. The course, the live deck and both surveys are free. Claiming the template into your AhaSlides account is free too.

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

At onboarding of service-desk staff, and before an ITIL foundation exam or a service-desk redesign.

Service-desk agents, IT support leads, service managers and new IT hires; run by IT service management teams with L&D.

Record completion in your own LMS or record system, so you can show who finished the course and when.

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

Your own details, each highlighted inside the course:
  • Link to the service levels and priority matrix
  • Who to ask for help or to report a concern
  • Where completion is recorded
  • Link to the self-paced course
Then edit anything else you like: wording, scenarios, your logo.
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Ready to run it?

Free. Copy the course, live deck and both surveys into your AhaSlides account in one click.

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