Last date for submission of paper: unknown; Contact person: Beatrice Kairu; IT Service Management is a strategic approach to designing, delivering, managing and improving the way information technology (IT) is used within an organization. The goal of IT Service Management is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals. This training programme offers participants a general awareness of the key elements, concepts and terminology used in the Information Technology Infrastructure Library (ITIL) Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices.