ITIL® Service Management Training

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ITIL® stands for IT Infrastructure Library. ITIL® is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.

Benefits of ITIL® Certification

ITIL® advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organisations on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL® best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organisations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.

The five core guides map the entire ITIL® Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.

Adopting ITIL® can offer users a huge range of benefits that include:

ITIL® Certification Scheme

There are 4 levels within the ITIL® certification scheme:

The modular, tiered structure of the ITIL® qualification not only offers candidates the flexibility in relating to the different disciplines and areas of ITIL®, but generally makes ITIL® qualifications more accessible and achievable.

Foundation Level - Public Scheduled and On-Site Courses (delivered on customer site)

Intermediate Level - Public Scheduled and On-Site Courses (delivered on customer site)

ITIL® Expert Level - Public Scheduled and On-Site Courses (delivered on customer site)

ITIL® Master Level

The ITIL® Master Qualification Certificate validates the capability of the candidate to apply the principles, methods and techniques from ITIL® in the workplace.

To achieve the ITIL® Master Qualification the candidate must be able to explain and justify how they selected and individually applied a range of knowledge, principles, methods and techniques from ITIL® and supporting management techniques, to achieve desired business outcomes in one or more practical assignments.


ITIL® Certification: ITIL® Foundation

The ITIL® Foundation Level certification is the entry level qualification which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL® Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices.

Upon successful completion of the ITIL® Foundation qualification, candidates can expect to gain a general overview, and basic knowledge and understanding of ITIL®. Successful completion also fulfils the prerequisite entry criteria for the next level of study within the ITIL® qualifications scheme, the ITIL® Intermediate Level.

The Foundation examination is a one hour objective test composed of 40 questions. Candidates must achieve 65% to pass the exam.

ITIL® Certification: Intermediate Level

ITIL® Intermediate level has a modular structure with each module holding a different focus. Candidates can take as few or as many Intermediate qualifications as they require, and to suit their needs. The Intermediate modules go into more detail than the Foundation level, and is an industry-recognised qualification. There are two streams, a Lifecycle stream and a Capability stream.

If you are seeking a management/team leader role in your company that requires a broad management focus of ITIL® practice areas and work across teams or manage multiple capability areas, the Service Lifecycle modules will be of interest to you. If you are looking to gain intense, specialized, process-level knowledge in one or more process, with focus on the day-to-day execution of ITIL® practices, the Service Capability modules will be of interest.

Lifecycle Stream:

The Intermediate Lifecycle certificates are each worth 3 credits.

Capability Stream:

The Intermediate Capability certificates are each worth 4 credits.

Some individuals may wish to concentrate on one stream of modules, however candidates may also choose to select modules from both Service Lifecycle and Service Capability streams to gain a holistic view of an entire stage from both a high level management level and the detailed, technical perspective.

ITIL® Certification: Managing Across the Lifecycle (MALC)

You must have achieved 17 credits in order to progress to the MALC course. It brings together the full essence of a Lifecycle approach to service management, and consolidates the knowledge gained across the qualification scheme. Managing Across the Lifecycle is worth 5 credits.

In order to achieve ITIL® Expert certification, you must successfully complete the Managing Across the Lifecycle capstone course, and have accumulated sufficient credits across a balanced selection of ITIL® subject areas.

All Intermediate papers are multiple choice, scenario-based, gradient scored questions. There are eight questions per paper and the pass score is 28 out of 40 - or 70%. The exams are closed book and 90 minutes in duration.

ITIL® Certification: ITIL® Expert

The ITIL® Expert level of ITIL® certification is aimed at those individuals who are interested in demonstrating a superior level of knowledge of the ITIL® Scheme in its entirety. Achieving this level of ITIL® qualification will benefit a candidate in both their personal and professional development, by aiding career advancement and progression within the IT Service Management field.

For those candidates who decide to aim for ITIL® Expert, the possible module combinations are many; however, there are some key requirements all candidates must meet, which are:

A total of 22 credits minimum must be achieved from ITIL® Intermediate Level

These requirements will ensure that all candidates who achieve ITIL® Expert have successfully completed a series of qualifications which span all ITIL® disciplines consistently.

Once you have successfully completed all requisite ITIL® modules and have earned sufficient credits, you will be awarded the ITIL® Expert certificate.

Candidates who achieve ITIL® Expert level will satisfy the prerequisite entry criteria for the ITIL® Master level; the highest level qualification within the ITIL® scheme.

ITIL Certification: ITIL® Master

The ITIL® Master Qualification Certificate validates the capability of the candidate to apply the principles, methods and techniques from ITIL® in the workplace.

To achieve the ITIL® Master Qualification the candidate must be able to explain and justify how they selected and individually applied a range of knowledge, principles, methods and techniques from ITIL® and supporting management techniques, to achieve desired business outcomes in one or more practical assignments.

Curriculum

Every ITIL® Master candidate will select a unique range of experience to apply, so there is no fixed syllabus with associated Learning Objectives for this qualification. There is also no prescribed training course since the theory being tested will vary depending on the nature of the situation each candidate will choose to address. Eligibility Requirements

To be eligible for the ITIL® Master Qualification, candidates must meet or fulfil the following entry criteria:

A candidate must ensure they have an extensive base of practical 'hands-on' ITIL® experience to enable them to demonstrate active involvement in implementation of the practices, in order to meet the requirements for the Qualification.

ITIL® Master Qualification Documentation

Candidates who wish to apply for the qualification should refer to the following documentation:

Routes into the Current Scheme For Earlier ITIL® Certificate Holders

Following the withdrawal of all earlier ITIL® and Bridging qualifications on 30 June 2011, the following options are available for holders of earlier ITIL® certificates to enter the current qualifications scheme.

Earlier ITIL® Foundation

If you hold an earlier version of the ITIL® Foundation certificate and did not successfully achieve the Foundation Bridge certificate, you will need to successfully pass the current Foundation examination to gain an understanding of the Service Lifecycle approach to service management and to enter the current qualification scheme.

ITIL® Service Manager

Holders of the ITIL® v2 Service Manager Certificate who would like to take any ITIL® Intermediate examinations will be required to successfully pass the current ITIL® Foundation examination to gain an understanding of the Service Lifecycle approach to service management. In order to reach ITIL® Expert Level, holders of the ITIL® v2 Service Manager certificate must successfully pass the following examinations:

and

or

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Individuals should note that the credit system does not apply to this particular route to ITIL® Expert.

This route is only available to holders of the full ITIL® Service Manager Certificate i.e. those individuals who have passed both the Service Support and Service Delivery examinations.

Follow-on Courses

Delegates studying ITIL® may also be interested in other BCS Specialist Certificate courses covering:-

Cannot find it....

If you are looking for a particular ITIL® Service Management training course title but cannot find it in the above list, please contact the sales team via our training enquiries form or by telephone using the number shown at the top of the right hand column.

Public Schedule

View individual course outlines above to see available dates and locations.


* ITIL® is a registered trade mark of AXELOS Limited.