IT Service Management Certification Courses

IT Infrastructure Library®?(ITIL) is the most widely adopted framework for IT service management in the world. It is a practical approach to identifying, planning, delivering, and supporting IT services for businesses. It describes how IT resources should be organized to deliver business value, documenting the processes, functions, and roles of IT Service Management (ITSM).

• High-quality Quality videos

• Study Guides

• Terms and Concepts

• Interactive case study

• Mobile app to access the course on your phone or tablet

• Chapter tests, Crossword

• Interactive glossary

What is ITIL®?

IT Infrastructure Library®?(ITIL) is the most widely adopted framework for IT service management in the world. It is a practical approach to identifying, planning, delivering, and supporting IT services for businesses. It describes how IT resources should be organized to deliver business value, documenting the processes, functions, and roles of IT Service Management (ITSM).

ITIL® principles are used by a number of organizations in both the public and private sectors, such as NASA, IBM, HP, British Telecom, HSBC Bank, and L’Oreal.

ITIL® is created and owned by the Cabinet Office. ITIL® best practices are explained in the five core guidance publications outlining the fundamental ITIL® principles that focus on various areas within the service management discipline.

ITIL® best practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the International Service Management Standard for organizational certification and compliance.

ITIL® Qualifications

The following certifications are available under the ITIL® Qualifications Scheme:

• ITIL® Foundation (known as ITIL v3 and ITIL 2011 edition))

• The ITIL® Foundation Certificate in IT Service Management is the entry-level examination for the scheme. There are no prerequisites for this examination.

• ITIL® Intermediate Level

• The ITIL® Intermediate level is the core of the scheme. To take an examination at this level, candidates must hold the ITIL Foundation qualification and complete an accredited training course.

• The following examinations are available at the intermediate level:

• Service Lifecycle: Management-Focused Examinations

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement

• Service Capability: process-focused examinations

• Planning Protection and Optimization

• Release Control and Validation

• Operational Support and Analysis

• Service Offerings and Agreements

• ITIL® Managing Across the Lifecycle (MALC)

• It is the capstone examination for the scheme. Candidates who have earned at least 17 credits from both the the the Foundation and Intermediate modules of ITIL Certifications are eligible to take this course and examination and will be eligible for the ITIL® Expert level award following successful completion.

• For full information on the qualifications available under the scheme,,, please see:

Benefits of ITIL®

The Benefits of ITIL®:

• Provides a single documented framework for IT best practices that flow across the IT organization.

• Reduces IT costs, justifies the cost of IT quality, and supports the improvement of user productivity.

• supports the ability of IT to measure and improve internal performance and service provisioning.

• Improves communication and information flow between IT and the organization and business departments, and identifies roles and responsibilities for IT service management.

• improves the ability of IT to adjust as business opportunities and challenges are presented.

• improves the relationship of IT with the business and builds trust.

ITIL® Foundation Course

The ITIL®?Foundation Certificate is a three-day course in which delegates will gain a comprehensive grounding in aspects of ITIL®?service management. Delegates will prepare for and sit the one-hour, multiple-choice ITIL® Foundation certificate in service management exam. The course consists of short lectures, exercises, discussions, examination technique training, mock examinations, and culminates in an invigilated exam on the third day.

Effective and formal IT service management will give an organization a clear view of its IT capabilities. It will give the IT department a clear understanding of the customer’s needs, drivers, and motivation. The interlocking IT service management disciplines will allow the needs of the customer to be matched by the capabilities of the services being offered.

In documenting best practices, ITIL has laid before us a professional approach to the provision of IT services. In the ITIL world, measurement and monitoring are critical. We are able to focus on the needs of the business and measure the performance of the services offered, reviewing and improving on a continual basis.

Critical among the service management disciplines is availability management. If services are not available, then it’s not a service. All the service support and service delivery disciplines work together to deliver agreed-upon levels of service availability to our customers.

The delivery of service availability to meet customer needs benefits the whole organization. Customer satisfaction is greatly increased, as is the motivation of those staff involved in service provision.

Overall, professional IT service management disciplines will deliver improved quality of service to customers, enabling the business to reduce costs, derive higher revenues, and hence increase profit.

This course leads to the ITIL®?Foundation Level certification. Delegates are prepared for the foundation examination and will normally take this examination on the third day of the course. The Foundation qualification is a pre-requisite for the ITIL Intermediate examinations.

The ITIL® Foundation examination is a closed-book 60-minute, 40-question multiple-choice question paper. The pass mark is 65% (26 marks are required to pass out of 40 available).

Audience Profile

The target groups of the ITIL®?Foundation Certificate are:

• Individuals who require a basic understanding of the refreshed ITIL®?framework and how it may be used to enhance the quality of IT service management within an organization

• IT professionals that are working within an organization that has adopted and adapted ITIL® and who need to be informed about and thereafter contribute to an ongoing service improvement program

Course Delivery

• Interactive videos

• Study guide

• Terms and concepts

• Chapter tests and evaluation tests

• Full-length simulated Foundation exam

• Mobile app to access the content on your phone or tablet

• Interactive case study