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Introduction to Service Management with ITIL 4 (Udemy.com)

Learn about service management, four dimensions, guiding principles, service value system, and ITSM best practices

4.5
117,508 reviews

Created by: Jason Dion

Last updated September 2026

Our take

Based on the ratings of 117,508 students, a sample of their written reviews and the syllabus, as the course stood in September 2026. No course pays to be reviewed.

This is a short primer on ITIL 4 from Jason Dion at Dion Training Solutions, built to explain the framework's core ideas: creating value, service relationships, the four dimensions, and the guiding principles. At 1.8 hours across 24 lectures, it is explicitly not a full ITIL 4 Foundation exam prep course; it includes a free bonus section that just previews what that certification covers. It suits beginners with no ITIL background who want the vocabulary down before deciding whether to study for the real exam.

Reviewers like how Dion breaks concepts down: Tom Elstermann calls the structure logical, and Marina Bourneli praises the pace and the practical examples. The short quizzes after each section get repeat mentions as a good way to check understanding without feeling like a test. On the downside, several reviewers found the content too basic for what they paid, and a couple of one and two star reviews call it more of a promotional taste of a longer paid program than a standalone course. A few also flag technical glitches, including the instructor's voice cutting out and captions mislabeling ITIL as 'idle' throughout.

Next to the Azure, Security+, and CCNA courses it sits beside in IT Certifications, this one is far shorter in scope, more of a taster than a certification track. That is fine if the goal is just learning what ITIL 4 is before committing real time to the Foundation exam, but anyone who wants exam-ready material should look elsewhere. For a quick, clearly taught overview with a recent 2026 update, it does what it sets out to do.

Best forIT pros curious about ITIL 4 basics before deciding on the full Foundation certification
Skip it ifYou need actual ITIL 4 Foundation exam prep, not a two-hour overview of the concepts

Pros

  • Clear, well-organized explanations of ITIL 4's core concepts
  • Short quizzes after each section reinforce what you just learned
  • Practical, real-world examples make abstract ideas click
  • Recently refreshed content, last updated September 2026

Cons

  • Only 1.8 hours long, so it stays surface-level throughout
  • A few say the pacing feels repetitive or hard to follow
  • Audio glitches and mislabeled captions, ITIL shows up as 'idle'
The ITIL course was great and very engaging! It was concise and well-paced, with clear explanations and practical examples.
Marina Bourneli, a student

Beginner level fits total newcomers to ITIL; no prior IT service management knowledge required.

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What you will learn

  • Describing the ITIL framework
  • Understanding real-world examples
  • Applying ITIL 4 to your organization
  • Discuss ITIL 4 concepts with confidence

Course content

5 sections · 24 lectures · 1.8 hours of video 6 quizzes, 1 articles

  1. 1Introduction 3 free previews4 lectures · 1 quiz · 15 min
  2. 2Service Management 1 free preview10 lectures · 1 quiz · 50 min
  3. 3The Basics of ITIL 4 (BONUS SECTION)7 lectures · 1 quiz · 26 min
  4. 4Practice Exam1 lecture · 3 quizzes · 10 min
  5. 5Conclusion2 lectures · 5 min

Who it is for

The instructor says it suits

  • Students who require a basic understanding of the ITIL framework
  • Students who want to understand how the ITIL framework can be used to enhance IT service management within their organizations
  • IT professionals or others working within an organization that utilizes ITIL and who need understand the framework to contribute to an ongoing service improvement
  • Anyone who has an interest in the ITIL framework

What you need before you start

  • No prerequisites (we will teach you everything you need to know)
  • A desire to learn

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Course Description

IT Service Management helps all organizations, regardless of their industry or business sector, provide their IT services using the most efficient and economical methods. The ITIL® framework focuses on IT Service Management best practices and efficient operations, and is used in government, commercial, and non-profit organizations, alike.

This course provides an introduction to service management and covers the core concepts of creating value, service offerings, service relationships, achieving outcomes, managing costs, mitigating risks, and measuring the utility and warranty of a given service.

As a free bonus, there is also a complete section of the course dedicated to the new ITIL 4 Foundation certification exam, which is the entry-level certification in the ITIL framework and offers an exceptional overview of ITIL. By obtaining your ITIL 4 Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practices.

Please note, this course is NOT a complete textbook replacement and DOES NOT cover the entire ITIL 4 Foundation exam objectives in-depth. This course is designed to introduce you to the concepts of service management and one ITSM best practice framework in order for you to determine if studying for the ITIL 4 Foundation certification is right for you.


Upon completion of this course, you will earn 2 CEUs towards the renewal of your CompTIA A+, Network+, Security+, Linux+, Cloud+, PenTest+, CySA+, or CASP+ certifications.


The course on this page is offered by Dion Training Solutions, LLC, an ATO of AXELOS Limited. ITIL, ITIL Foundation, and the Swirl logo are registered trademarks of AXELOS Limited. All rights reserved.

Read More Beginner Beginner Level product length iconTime: 1.8h

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Instructor Details

Jason Dion

Jason Dion, CISSP No. 349867, is a former college professor and the lead instructor at Dion Training Solutions. He has multiple information technology professional certifications, including Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Certified Network Defense Architect (CNDA), Digital Forensic Examiner (DFE), Digital Media Collector (DMC), CySA+, Security+, Network+, A+, PRINCE2 Practitioner, and ITIL. With networking experience dating back to 1992, Jason has been a network engineer, Director of a Network Operations and Security Center, and an Information Systems Officer for large organizations around the globe. 

He holds a Master’s of Science degree in Information Technology with a specialization in Information Assurance.

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Reviews

4.5

117,508 ratings on Udemy

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Write a review

By Bence Vigh on 9/7/2026

Very well performed content. The voice is breaking though pretty frequently for some reason. The introduction's caption is not validated: ITIL is captioned as 'idle' all the time.

By Jeffrey Gempton on 8/31/2026

Being an introductory course, it's difficult to ride the line between 'Too much too quickly', and 'Not explanatory enough'... I struggled in parts, but understand that it's not feasible to go into depth for a beginner's course. Outstanding content!

By Tom Elstermann on 8/29/2026

I used this course for getting an overview of the basic concepts of ITIL 4 as a means to improve my career in IT security management. Didactically, I found this course to be structured in a logical and easily understandable way. The lecturer radiates passion for the topic and motivates me to regularly show up so that we can co-create value. To get an impression of real exam questions, the ones provided at the end are a helpful addition as well. Thanks, Mr. Dion and team!

By Prashant Kumar Chaturvedi on 8/24/2026

Excellent course with clear explanations, practical examples, and well-organized content. It matched my learning objectives perfectly and provided valuable knowledge that I can apply in my work immediately. Highly recommended.

By Marina Bourneli on 8/12/2026

The ITIL course was great and very engaging! It was concise and well-paced, with clear explanations and practical examples. The short quizzes throughout the modules made it interactive and easy to follow without feeling overwhelming.

By Jared Wilkes on 7/1/2026

It has the information needed for ITIL 4 understanding but it is dry and monotone. Leaving a four star because nothing is perfect and it leaves the ability to strive for bigger and better value for the user.

By Keng Tian Wah on 7/1/2026

Even though it is just an introduction course, Dion was able to give very clear explanation with examples that make it easy to stick in your mind (e.g. the Orange juice / Orange peel story). Thanks for the great content

By Peter Kereszturi on 6/28/2026

It was a great summary and refreshment of ITIL4 'top view', having clear definitions and real life examples as well as having valuable advices, and explaining further possible learning opportunities, qualifications.

By Alexei De Freitas on 5/16/2026

El instructor tiene mucha pedagogía y conocimiento del tema, además el curso está muy bien explicado y estructurado y se nota que el profesor está muy comprometido con sus estudiantes. Le doy la máxima valoración.

By Valeryn Nicolle Diaz Valladares on 5/11/2026

Buen curso. Como sugerencia de mejora, sería excelente contar con más opciones de idioma, ya que para muchas personas el inglés aún representa una dificultad al momento de comprender el contenido.

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Overall Score : 90 / 100

Introduction to Service Management with ITIL 4
Visit course on Udemy Write a review
  • Video Duration: icon 1.8h
  • Price: $159.99 Track Price 11.99 Track Price
  • Provider: icon Udemy
  • Updated: icon September 2026
  • Level: Beginner Beginner
  • Language: icon English
  • Certificate: icon Yes
  • Lectures:24 in 5 sections
  • Practice:6 quizzes
  • Students:305,700
  • Subtitles:30 languages
  • Udemy badge:Bestseller
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