ITIL 4 Trails – Service Management: Key Concepts

The Service Management: Key Concepts Trail introduces the core ITIL concepts Service Management and Organization. Value and the (co-)creation of value are discussed in the context of the Service Provider, Service Consumer, and other stakeholders. The concepts of Product, Service and Resources and the differences between them are explained, as well as the relationships between various stakeholders in the value creation cycle. The module closes by describing the concepts of Outcomes, Costs, Risks, and the terms Utility and Risk.

As this is an ITpreneurs Pro learning product, it also means that the training program is enhanced with a case study (based on the famous Axle Car Hire story), pre- and post-course reading materials, and a set of quick reference cards.


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  • Full lifetime access

  • Certificate of Completion

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What you'll learn

At the end of this Trail, participants will be able to:

  • Understand the key concepts of ITIL service management.


Certificate: ITIL Foundation

Duration: 20 minutes


Delivery Method:

  • Video lessons
  • Practice Questions
  • Pre-course Reading
  • Post-course Reading
  • Quick Reference Cards



  • Intent and Context
  • Key Terms Covered in the Module
  • Module Learning Objectives
  • Value and Value Co-Creation
  • Value: Service, Products, and Resources
  • Service Relationships
  • Value: Outcomes, Costs, and Risks
  • Exercise: Multiple-Choice Questions


The ITIL® (4) Trails targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4. This course and the related certification can be beneficial for the following roles:

  • IT Support Staff
  • IT Consultants
  • Business Managers
  • Business Process Owners
  • IT Developers
  • Service Providers
  • System Integrators
  • Anyone working in a Devops team

Exam facts





No. of Questions:  simple multiple choice

Pass Grade: %

Please note that if an exam voucher is included, you are able to schedule your exam for up to twelve months.