ITIL 4 and IT service management: Incident, problem and change on the service desk
A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 6 details that are specific to your organisation.
- Length
- 45 min
- Lessons
- 6 lessons
- Frequency
- At onboarding of service-desk staff
- Last reviewed
- 21 Oct 2026
A team plans a huge new ticket form
Try it: this is one of 15 interactive activities in the course.
What's included
Three pieces that work together
Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.
Self-paced course
Short lessons with real workplace scenarios, not walls of text.
- 6 lessons, about 45 minutes
- Accordion, sorting activity, scenario, timeline and quizzes
Live session deck
An AhaSlides presentation to run after the course, in person or online.
- 10 slides
- Quiz, poll, ranking, word cloud slides
- A closing slide for your contacts
Two surveys
Find out what landed, and whether people use it on the job.
- Post-course feedback, about 2 minutes
- 30-day check-in
- Anonymous by default
- Results feed your next refresher
Learning objectives
At the end of this course, learners can
Each objective and the lesson that covers it.
| ID | Objective | Source | Where it's covered |
|---|---|---|---|
| TO 237.0 | Achieve ≥ 80% on the final assessment | - | Whole course |
| SO 237.1 | Describe the service value system and four dimensions in plain terms | ITIL 4 (vendor framework) [check before build] | Whole course |
| SO 237.2 | Apply the guiding principles to a service-desk story | ITIL 4 (vendor framework) [check before build] | Whole course |
| SO 237.3 | Tell incident, problem and change apart and route each | ITIL 4 practices [check before build] | Whole course |
| SO 237.4 | Set priority from impact and urgency and explain SLAs | Organisation's service catalogue and SLAs | Whole course |
| SO 237.5 | Write a good ticket, hand over cleanly and read desk measures + your info | ISO/IEC 20000-1:2018 (voluntary) [check before build] | Whole course |
Your part: what a template can't do for you
- Your workplace details: fill in the 6 highlighted fields so the course describes your own policies, contacts and locations.
- Records: record completion in your own LMS or record system.
Course outline
6 lessons, about 45 minutes
Minutes per lesson are an estimate, shared out by page count.
1The same fault, raised forty times
3 pages
9 min
The same fault, raised forty times
3 pages
2Service value system and the four dimensions
3 pages
8 min
Service value system and the four dimensions
3 pages
3Guiding principles in a service-desk story
2 pages
6 min
Guiding principles in a service-desk story
2 pages
4Incident, problem and change: how they differ
3 pages
8 min
Incident, problem and change: how they differ
3 pages
5Prioritising by impact and urgency, and SLAs
2 pages
6 min
Prioritising by impact and urgency, and SLAs
2 pages
6Writing a good ticket, handover and measuring the desk
3 pages
8 min
Writing a good ticket, handover and measuring the desk
3 pages
Live deck and surveys
10 slides to run live, two surveys to close the loop
Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.
Post-course feedback: 11 questions, about 2 min
- Overall rating 5 stars
- Relevant, realistic, right length, helpful activities agree/disagree grid
- What was most useful? multi-select
- Confidence before this course, and now 1-5 scale
- Confidence in incident · problem · change · priority · writing tickets grid
- Have you studied ITIL? multiple choice
- Which ticket type do you find hardest? short text
- I can ask how to classify a ticket without feeling judged. 1-5 scale
- One thing we should change or add open text
- Would you recommend this course? NPS
30-day check-in
- Have you used what you learned since the course? multiple choice
- How confident are you today? Compare with day 1 1-5 scale
- Do you know where to find the ticket checklist and SLA guide? yes / no / not sure
- A moment where the training helped, or where you weren't sure open text
- Which topics should the next refresher focus on? ranking
Results show whether people use the training on the job, not just whether they finished it.
Make it yours
6 fields to fill in, and you're ready
Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.
- Link to the service levels and priority matrix
{{SLA_LINK}} - Who to ask for help or to report a concern
{{HELP_CONTACT}} - Where completion is recorded
{{LMS_OR_RECORD_SYSTEM}} - Link to the post-course and 30-day survey
{{SURVEY_2_URL}} - Link to the self-paced course
{{COURSE_URL}} - Link to the baseline survey
{{SURVEY_1_URL}}
FAQ
Common questions
Can I run ITIL 4 and IT service management: Incident, problem and change on the service desk training online?
Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.
How often is this training needed?
At onboarding of service-desk staff, and before an ITIL foundation exam or a service-desk redesign.
Who needs this training?
Service-desk agents, IT support leads, service managers and new IT hires; run by IT service management teams with L&D.
What records should I keep?
Record completion in your own LMS or record system, so you can show who finished the course and when.
Can I edit the content?
Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.
Related templates
Often taught together
Ready to run it?
Open the live deck to see how the session runs alongside the course and both surveys.