ITIL® Training UK

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

Courses offered in this topic are as indicated ( Open Public Course  Closed In-House Course)

• ITIL® Foundation — A 3-Day Course
• ITIL® Applications Management — A 3-Day Course
• ITIL® Change Management — A 3-Day Course
• ITIL® Configuration Management — A 3-Day Course
• ITIL® Problem Management — A 3-Day Course
• ITIL® Service Desk and Incident Management — A 3-Day Course
• ITIL® Service Level Management — A 3-Day Course
• ITIL® Exam Revision — A 1-Day Course
• ITIL® Service Delivery — A 5-Day Course
• ITIL® Service Support — A 5-Day Course
• ITIL v2 Practitioner Certificate in Release and Control — A 5-Day Course

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.

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 (hardware 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.

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 particularly useful for those who need to extend their 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

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.
• Any ITIL v2 Manager who wishes to gain the v3 Diploma will be able to take a bridging course and pass an examination. This three day course covers the new concepts within ITIL v3 and fully integrates the benefits of the lifecycle approach.

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.

ITIL V2 public courses schedule