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 to the business. 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
  1. The ITIL® Foundation Certificate in IT Service Management is the entry level examination for the scheme. There are no pre-requites for this examination.
• ITIL® Intermediate Level
  1. 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 must complete an accredited training course.
  2. 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)
  1. It is the capstone examination for the scheme. Candidates who have earned at least 17 credits from both 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.
  2. For full information on the qualifications available under the scheme please see:
     www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx

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 and justifies the cost of IT quality and supports improvement of user productivity.
• Supports 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 ability of IT to adjust as business opportunities and challenges are presented.
• Improves relationship of IT with the business – builds trust.

ITIL® Foundation Course

The ITIL® Foundation Certificate is a three day course in which delegates will gain a comprehensive grounding in the 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 capability of the services being offered.

In documenting best practice 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 to measure the performance of the services offered, reviewing and improving on a continual basis.

Critical among costs 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 levels of service availability to our customers.

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 increased 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 multiple choice question paper. The pass mark is 65% (26 marks required to pass out of 40 available).

This course is available for online registration.

ITIL® Intermediate SO

The ITIL® Intermediate Service Operation (SO) training course is one of the key qualifications within ITIL® Service Lifecycle training and proves your ability to enable responsive, stable, and repeatable IT service delivery. The ITIL® framework sets internationally recognized benchmarks for IT professionals.

This course is available for online registration.

ITIL® Intermediate CSI

The ITIL® Intermediate Continual Service Improvement course provides a complete management-level overview of continual service improvement and its related activities. This course will enhance your ability to apply the principles, methods, techniques, and best practices of metrics-driven continual improvement within the ITIL® service lifecycle.

This course is available for online registration.

COBIT Foundation v5 Course

COBIT 5 is the latest edition of ISACA’s globally accepted framework. It provides an end-to-end business view of the governance of enterprise IT, reflecting the central role of information and technology in creating value for enterprises of all sizes. The principles, practices, analytical tools and models found in COBIT 5 embody thought leadership and guidance from business, IT and governance experts around the world.

COBIT 5 provides guidance to executives and those charged with making decisions concerning the use of technology in support of organizational objectives. COBIT 5 helps business leaders address the needs of all stakeholders across the enterprise and ultimately maximize the value from information and technology. For additional COBIT resources or to learn more about how ISACA’s framework can help your enterprise establish a renewed trust in and increased value from your information systems, visit the COBIT 5 website.

APMG International is responsible for the accreditation of training providers and the development of the qualification scheme. There are five separate levels:

• Foundation
• Implementation
• Assessment
• Implementing the NIST Standards using COBIT 5 (INCS)
• COBIT Assessor for Security (AS)

This course is available for online registration.