ITIL® Training UK

This section of the site contains the full range of our ITIL® training and our ITIL® training courses.

ITIL® stands for IT Infrastructure Library. It is designed to simplify and standardise IT language in order to save time and resources when dealing with queries. It also sets in place process for dealing with all types of challenges the IT department faces from Change Management to Disaster Recovery to Help Desk Management to Service delivery and minimum service levels. It adds value by setting expectations and improving the delivery of IT support in accordance with business requirements.

Arriving in 2007, ITIL version 3.0 represents the first major change to ITIL for over 10 years. The content and structure of ITIL v3.0 will differ significantly from the current version 2.0. ITIL v3.0 will reflect the best of prior versions adding the latest in best practice service management. ITIL V3.0 also has a greater focus on business drivers and benefits.

Find out more about ITIL Version 3.0

Benefits of ITIL

• Ensuring the quality of services delivered matches business expectations. Achieved by negotiating, agreeing, monitoring and reporting on service levels with the business. Expectation setting also has the effect of reducing short-notice requests for changes from the business.
• Changing the culture of the IT organisation to that of a customer service focus that is priority-based and uses a process-driven approach leading to consistent and predictable levels of support rather than operating solely on technology expertise and relying on "heroic acts" and dedication by staff to deliver good service. Move from fire-fighting to control.
• Less duplication of work and hence improved efficiency and productivity of support staff. With ITIL everything that happens on the IT infrastructure is logged: resolutions to incidents and problems are documented and are re-used rather than needing to be solved repeatedly.
• Improved manageability of IT changes (h/w and software upgrades and new services as well as resolutions to problems) leading to less disruption caused by changes causing incidents and problems.
• Less reliance on key, members of IT staff from adopting a process-based approach and using a databases to capture knowledge. Small organisations are particularly susceptible to a key member of IT staff leaving.
• We are able to run the full curriculum of ITIL courses from Foundation, to Manager including all of the various 3 day Practitioner courses that fall in-between. Very few UK companies are able to offer the expertise to run this range of courses as certified courses with certified trainers.

ITIL Courses:

There are 3 Levels to ITIL, Foundation, Practitioner and Management level.

Foundation Level

Foundation is (as the name suggests) the basic level but is very useful for all those who would use the ITIL Process on a day to day basis as it explains why and how it is used.

Practitioner Level

The Practitioner level is a mid way point between the full management certificate and the foundation. It is designed for those in charge of specific area's - such as help desk. It takes specific modules of the Management Certificate (such as help desk and Incident management) and concentrates on them. It is particular useful for those who need to extend they knowledge beyond the Foundation Level but for whom the Management certificate would be overkill. Delegates must have obtained their Foundation Certificate before attending the Practitioner course.

ITIL Service Level Management course details

ITIL Service Desk and Incident Management course details

ITIL Problem Management details

ITIL Change Management course details

ITIL Configuration Management course details

Management Level

The Full Management Certificate is for those who are in charge of the ITIL implementation / process in the IT department. It covers all aspects of the ITIL Curriculum. Delegates must have obtained their Foundation Certificate before attending the Service Support and Service Delivery courses.

ITIL Service Delivery course details

ITIL Service Support course details

ITIL Version 3.0

About ITILv3

The first version of ITIL was originally written in the mid-1980s and was made up of 40+ function-based books. It was revised into its current (version 2) form in the late 1990s, and consolidated into 10 process-based books. For almost two years, the ITIL Refresh project has been underway by the OGC.

ITIL has always been about aligning provision and management of IT Services to meet the requirements of the business organization. ITIL Version 3 is intended to make ITIL more relevant and accessible by:

• Integrating business and IT service strategies more closely
• Providing fit-for-purpose transition models
• Describing management of service provision and sourcing
• Easing implementation and management of services in a changing environment
• Improving measurement and demonstration of value (cost-benefit analysis)
• Identifying triggers for service improvement throughout the service lifecycle
• Addressing gaps which existed or have arisen in the current version

ITIL Version 3 Qualifications

The new ITIL qualifications scheme recognises the value of existing v2 qualifications and introduces a system that enables an individual to gain credits for ITIL v2 and v3 courses. Once candidates have accumulated a sufficient number of credits they can be awarded the ITIL Diploma in IT Service Management.

There are four levels within the new scheme namely: Foundation level, two Intermediate levels, and Advanced level, which is currently under development. To achieve a diploma, candidates must achieve 22 credits, two of which can be gained at Foundation level.

Foundation

The new Foundation Level remains similar to the existing course, with the same examination format, but with more focus on the Service Lifecycle phases and where the new and existing processes and functions fit within these. There is less detailed emphasis on some of the processes and methods as there are now more to cover. The Foundation certificate, as now, is a pre-requisite to the next level of courses. Also, the Foundation certificate is worth 2 credits towards achieving the ITIL Diploma.

Intermediate

There are two streams here, a Lifecycle stream and a Capability stream.

Each of the 5 Lifecycle stream courses covers one core book (thus one phase of the Service Lifecycle), and replaces the version 2 Manager's course, which covered only the two core books (Service Delivery and Service Support), and comprise:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

The Intermediate Lifecycle certificates are each worth 4 credits towards achieving the ITIL Diploma

Each of the 4 Capability stream courses covers a set of processes, similar to a version 2 clustered practitioner course, and comprise:

• Service Portfolio & Relationship Management
• Service Design & Optimization
• service Monitoring & Control
• Service Operation & Support

The Intermediate Capability certificates are each worth 3 credits towards achieving the ITIL Diploma. There is also a course available called Managing Across The Lifecycle (worth 5 credits) which consolidates knowledge of the Service Lifecycle.

Gaining 22 credits through Foundation, Intermediate (Capability and/or Lifecycle) enables one to achieve the ITIL Diploma (without further examinations).

Advanced

This level is still being developed, but may well consist of achievement in something other than ITIL examinations, such a recognition from others based on a body of work, or amount of practical experience.

What about Version 2 courses?

ITIL version 2.0 will remain valid for some time to come, but it will also be straightforward to upgrade any V2 qualifications to ITIL version 3, as each V2 qualification gained will count towards the credits required for the ITIL Diploma.

Upgrading your ITIL v2 qualification:

• There is a one day conversion course at foundation level which covers the differences between v2 and v3 and allows someone to take an exam to demonstrate their understanding of the ITIL v3 approach.
• Soon to come - Any ITIL v2 Manager who wishes to gain the v3 Diploma will be able to take a bridging course and pass an examination. The three day course will cover the new concepts within ITIL v3 and fully integrates the benefits of the lifecycle approach.
• ITIL v 2 Practitioner qualifications count towards the ITIL Diploma in Service Management. Depending on whether an individual holds a single topic certificate or a clustered certificate the credits will vary.

ITIL Version 3 courses

There two courses currently available. More will made available through the second half of 2007.

ITIL Service Management Essentials Version 3

ITIL Foundation Bridging Course from V2 to V3

If you are looking for a particular ITIL training course title or training for a particular ITIL examination, but don’t see it listed in the indented left hand menu, please contact our sales team via our training enquiries form or the training telephone number shown towards the bottom of the left hand column.