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accredited by
ITIL (PeopleCert), on behalf of Axelos
The world’s leading IT service management framework
Used for IT services around the world for over 30 years
Ensures continual quality and improvement of IT services
Provides a common approach and shared terminology
Manages the entire service lifecycle from development to improvement
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
Official Axelos ITIL® 4 Foundation Exam
This ITIL® 4 Foundation course is designed to give delegates a comprehensive understanding of the ITIL® framework and its role in modern ITSM. The course covers the following topics:
Introduction
Key Concepts of Service Management
The Four Dimensions of Service Management
The ITIL® Service Value System
The ITIL® Guiding Principles
The Service Value Chain
General Management Practices
Service Management Principles
Technical Management Principles
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
This ITIL® 4 Foundation training course is designed for anybody wishing to acquire a basic understanding of the ITIL® framework. This course would benefit those working in a service delivery or service desk discipline, as well as IT professionals who are interested in adopting or have adopted ITIL® within their organisation.
There are no formal prerequisites for ITIL® 4 Foundation, therefore anyone can attend.
ITIL® 4 is the latest update to the world’s most popular framework for IT Service Management, offering a renewed focus on value-driven practices and the optimisation of IT Services. The ITIL® 4 Foundation exam is included.
This course is designed as an introduction to ITIL 4, enabling delegates to address new service management challenges and ensure they are fully utilising the potential of modern technology. Due to the speed of these developments, ITIL® is becoming more and more valuable and desirable as a best-practice method, and is vital to support faster quality and value-driven delivery.
By undertaking this course, you will gain a wide-ranging understanding of the ITIL® framework, enabling you to see IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.
This ITIL® 4 Foundation training course in Australia is suitable for anyone involved in the provision, support, or delivery of IT services and there are no prerequisites to attend. Our ITIL® 4 Foundation course will ensure you are fully equipped to pass the exam and provides a general view of how to establish an IT service management system.
You will be taught from courseware that has been accredited by PeopleCert on behalf of AXELOS through practical exercises, aiming to familiarise you with ITIL® Guiding Principles, the Four Dimensions of Service Management, and the Service Value Chain. The end of the course looks at Service Management Practices, giving guidance on the end-to-end process of applying ITIL® practices to all areas of service management.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The following is included in this ITIL® 4 Foundation Training Course:
The ITIL® 4 Foundation exam tests knowledge of the basic terminology, concepts, and principles behind ITIL® and service management.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
Official Axelos ITIL® 4 Managing Professional Transition Module Exam
This course covers the following topics:
The course has these learning outcomes:
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course is designed for those with management–level knowledge of ITIL® v3 who wish to transition to ITIL® 4.
To attend, you must hold ITIL® V3 Expert certification or have earned at least 17 credits throughout the ITIL® v3 scheme.
Alternatively, you can also take the course if you have achieved 15 credits in ITIL® v3 plus ITIL® 4 Foundation certification.
This course allows professionals with credits from Intermediate modules in ITIL® v3 to transfer their knowledge to the new ITIL® Managing Professional stream and gain the ITIL® Managing Professional certification – all in just 2 days.
Taking previous knowledge of ITIL® into consideration, the course covers the four component modules which make up ITIL® Managing Professional:
This is followed by an exam which confirms knowledge of how to manage successful IT services, teams and workflows.
ITIL® 4 Managing Professional Transition Module Exam
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
Official Axelos ITIL® 4 Strategist: Direct, Plan and Improve DPI Exam
The course has the following learning outcomes:
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If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
IT Managers of all levels involved in shaping direction and strategy or developing a continually improving team.
You must hold ITIL 4 certification before attending.
This course provides universal skills and knowledge which is applicable to both the Managing Professional and Strategic Leader streams of ITIL 4. The 2 days of training focuses on how to create a ‘learning and improving’ IT organisation and looks at both practical and strategic elements. The ITIL 4 Specialist Direct, Plan and Improve exam is included.
Key topics covered include the influence and impact of Agile and Lean, planning and delivering continual improvement, and creating a strong and effective strategic direction.
ITIL 4 Strategist Direct, Plan and Improve is targeted towards managers of all levels involved in shaping direction and strategy or developing a continually improving team.
ITIL 4 Foundation certification is a prerequisite to attend.
ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Exam
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
Official Axelos ITIL® 4 Specialist: Create Deliver and Support CDS Exam
The course has the following learning outcomes:
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If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course is designed for ITSM practitioners managing the operation and end-to-end delivery of IT-enabled and digital products and services.
To attend, you must hold ITIL 4 Foundation certification.
This course makes up one of the modules which go together to form the ITIL 4 Managing Professional stream. The 2 days of training looks at the ‘core’ service management activities involved in the ITIL framework, as well as the ‘creation’ of services as newly covered by ITIL 4. It also covers service performance and service quality and improvement. The ITIL 4 Specialist: Create Deliver and Support exam is included.
ITIL 4 Specialist Create, Deliver and Support is targeted towards practitioners of IT Service Management who manage the operation and end-to-end delivery of IT-enabled and digital products and services. The course will be followed by an exam which will lead to the ITIL 4 Specialist Create, Deliver and Support certificate.
ITIL 4 Foundation certification is a prerequisite to attend.
ITIL 4 Specialist: Create, Deliver and Support Exam
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
Official Axelos ITIL® 4 Specialist: Drive Stakeholder Value DSV Exam
The syllabus of the ITIL 4 Specialist Drive Stakeholder Value (DSV) certificate training courseware consists of:
Understand How Customer Journeys are Designed?
Know How to Target Markets and Stakeholders
Know How to Foster Stakeholder Relationships
Know How to Shape Demand and Define Service Offerings
Know How to Align Expectations and Agree Details of Services
Know How to Onboard and Off-Board Customers and Users
Know How to Act Together to Ensure Continual Value Co-Creation (Service Consumption / Provisioning)
Know How to Realise and Validate Service Value
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The course is designed for practitioners involved in managing and integrating stakeholders.
To attend, you must hold ITIL 4 Foundation certification.
This course makes up one of the modules which go together to form the ITIL 4 Managing Professional stream. The 2 days of training covers all types of engagement and interaction which occurs between a service provider and their customers, users, suppliers and partners. The ITIL 4 Specialist: Drive Stakeholder Value exam is included.
Key topics covered include SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more, all with the goal of increasing stakeholder satisfaction.
ITIL 4 Specialist Drive Stakeholder Value is targeted towards ITSM practitioners responsible for managing and integrating stakeholders, especially those focusing on customer journey and experience, and fostering relationships with partners and suppliers.
ITIL 4 Foundation certification is a prerequisite to attend.
Further details of this course will be added once released at the end of February.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
Course Outline
The syllabus of the ITIL 4 Specialist High Velocity IT (HVIT) certificate training courseware consists of:
1. Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
1.1 Understand the following terms:
1.2 Understand when the transformation to high-velocity IT is desirable and feasible
1.3 Understand the five objectives associated with digital products to achieve:
2. Understand the digital product lifecycle in terms of the ITIL ‘operating model’
2.1 Understand how high-velocity IT relates to:
3. Understand the importance of the ITIL guiding principles and other fundamental concepts for delivering high-velocity IT
3.1 Understand the following principles, models and concepts:
3.2 Know how to use the following principles, models and concepts:
4. Know how to contribute to achieving value with digital products
4.1 Know how the service provider ensures valuable investments are achieved.
4.2 Know how to use the following practices to contribute to achieving valuable investments
4.3 Know how the service provider ensures fast development is achieved.
4.4 Know how to use the following practices to contribute to achieving fast development
4.5 Know how the service provider ensures resilient operations are achieved.
4.6 Know how to use the following practices to contribute to achieving resilient operations
4.7 Know how the service provider ensures co-created value is achieved.
4.8 Know how to use the following practices to contribute to achieving co-created value with the service consumer
4.9 Know how the service provider ensures assured conformance is achieved
4.10 Know how to use the following practices to contribute to achieving assured conformance
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Prerequisites
The ITIL 4 High Velocity IT qualification can be considered as one of the pre-requisites for the designation of ITIL 4 Managing Professional that analyses the practical and technical knowledge of the candidates regarding how to run successful, modern IT-enabled services, teams and workflows.
Audience
This course is suitable for ITIL Managing Professionals (ITIL MPs) and ITIL Strategic Leaders (ITIL SLs), focusing toward delivering high velocity-IT.
Course Overview
The ITIL 4 High Velocity IT course gives thorough understanding regarding the methods in which digital organisations and digital operating models works in high velocity environments to the participants, focusing on quick delivery of products and services to achieve high value.
The ITIL 4 Specialist High Velocity IT (HVIT) training course consists of the use of working practices like Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing etc.
The HVIT course also concentrates on the following main ITIL 4 practices:
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
ITIL® 4 Leader: Digital and IT Strategy DITS Exam
Module 1: ITIL Guiding Principles in Digital and IT Strategy
Module 2: Leverage Digital Strategy to React to Digital Disruption
Module 3: Relationship between Concepts of Digital and IT Strategy, Service Value System and Service Value Chain
Module 4: How an Organisation Uses Digital and IT Strategy to Remain Viable in Environments
Module 5: Strategic Approaches by Digital and IT to Achieve Customer/Market Relevance and Operational Excellence
Module 6: Risks and Opportunities of Digital and IT Strategy
Module 7: Steps and Techniques Involved in Defining and Advocating for Digital and IT Strategy
Module 8: Implementation of a Digital and IT Strategy
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If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
In this ITIL® 4 Strategic Leader: Digital and IT Strategy course, there are no formal prerequisites.
This ITIL® 4 Strategic Leader: Digital and IT Strategy course provided by The Knowledge Academy is ideal for anyone who wants to get knowledge about the ITIL® 4 Strategic Leader: Digital and IT Strategy. However, it is more beneficial for:
ITIL 4, i.e. Information Technology Infrastructure Library Strategic Leader, is highly concentrated on the strategy of the business and digital services. ITIL® 4 Strategic Leader: Digital and IT Strategy (DITS) concentrates on the alliance of strategy of the digital business along with the IT strategy. It covers how disturbances from new technologies are influencing companies from every sector and how the leaders of the industry are acknowledging. In the digital world, the development speed has never been so speedy, and companies need to be adjusted and accommodate for this changing environment if they need to continue giving value to their clients while enduring the competition in the marketplace.
In this 2-day ITIL® 4 Strategic Leader: Digital and IT Strategy training, delegates will get to know about the importance and fundamentals of ITIL® 4 Strategic Leader. This training will provide basic and advanced knowledge about various ITIL guiding principles in Digital and IT Strategy. Delegates will also get to know about three levels of digital disruption and environmental analysis. This course will be taught by our highly expert trainers who have years of experience in teaching such courses.
This training will cover various concepts, such as:
At the end of this training, delegates will gain a deep knowledge in ITIL® 4 Strategic Leader in DITS and various ITIL Guiding Principles. Delegates will also be able to implement different approaches and leverage digital strategy of ITIL® 4 Strategic Leader. They will know about risks, opportunities and implementation of a Digital and IT Strategy.
This course provided by The Knowledge Academy will help aspiring leaders and IT leaders to develop and implement an efficient digital and IT strategy, which will stop digital disturbances and drive success.
ITIL® 4 Leader: Digital and IT Strategy DITS exam format;
CITSM (TKA), on behalf of TKA
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
Official Certificate in IT Service Management Exam
This CITSM training course will explore the following topics:
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
This CITSM training course has been designed specifically for individuals who would like to earn a career in IT Service Management.
There are no formal prerequisites for CITSM, so anyone can attend.
This Certified IT Service Manager (CITSM) training course intends to provide delegates with the necessary skills and knowledge to emerge as proficient IT Service Managers. Individuals will learn how to meet the needs of their organisation more effectively, to expand the achievement of business benefits.
This training course will define the concept of Service Management, and identify fundamental best practices. Essentially, a large portion of this course will concentrate on the role and responsibilities of an IT Service Manager. As well as this, delegates will be guided through the Service Life Cycle, whereby components such as Change Management, quality achievement, and development sustainability will be explored, to ensure the evolution of competent IT Service Managers.
Upon certification, delegates will be able to apply their extensive knowledge practically and should be able to perform the role of IT Service Manager more than adequately within their business, by coordinating managerial processes with existing organisational structure.
This training course includes the following:
Certified IT Service Manager (CITSM) Examination Information
To acquire this certification, delegates will need to sit an examination. The exam is included with the course fee and will take place at the end of the second day. The exam format is detailed below:
TKA, on behalf of TKA
Online Instructor-led (1 days)
Classroom (1 days)
Online Self-paced (8 hours)
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
This course is intended for anybody wishing to learn more about Root Cause Analysis, including production managers, quality managers and any other position involved in diagnosing problems.
There are no prerequisites for this course.
This 1-day course provides professionals with a comprehensive understanding of how to undertake root cause analysis (RCA) in order to identify and solve problems in production and administration. As well as the benefits of RCA, you will learn key RCA techniques in order to effectively audit and discover the cause of errors and defects.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (1 days)
Classroom (1 days)
Online Self-paced (8 hours)
The course covers the following topics:
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course is designed for anybody with experience of ITIL V3 who would like to upgrade their knowledge to ITIL 4. It is not suitable for those who are new to ITIL and IT Service Management.
You must hold ITIL V3 Foundation certification or above to attend.
This 1-day ITIL 4 Foundation Bridge course is designed to bring those with some ITIL knowledge quickly up to speed with ITIL 4. The course is a shortened form of our ITIL 4 Foundation training optimized for those who already hold ITIL V3 Foundation certification. Taking previous knowledge into consideration, you’ll learn the key principles and differences between ITIL V3 and ITIL 4 and prepare to take the ITIL 4 Foundation exam, which is included with the course.
The ITIL 4 Foundation exam evaluates and confirms knowledge of ITIL 4 concepts, principles and practices, including how ITIL can be used together with modern best practices such as Agile, DevOps and Lean.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (1 days)
Classroom (1 days)
Online Self-paced (8 hours)
This one-day intensive course shall provide an overview of ITIL®. Below are the aims and objectives of the course:
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If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The ITIL® overview course is especially beneficial to anybody involved in IT service management, who wants an introduction to this IT Service Management Methodology.
There are no prerequisites required prior to attending this course. This course is open to everyone and is especially aimed at those who require a basic understanding of ITIL®, those who wish to understand ITIL® and its use in IT service management, IT professionals
This intensive 1-day overview course on Information Technology Infrastructure Library (ITIL®) will teach delegates the ITIL® experience for managing IT as a service using ITIL® methodology. After completing the course delegates will be able to integrate ITIL® into their organisation.
The Knowledge Academy is fully accredited by PeopleCert, for our ITIL® courses.
ITIL® is the world’s leading approach to IT service management. Created by the UK government and based on best practice principles, ITIL® features a range of certifications to help businesses align their IT services to the needs of their customers and organisation.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The following is included in this course:
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (2 days)
Classroom (2 days)
Online Self-paced (16 hours)
Official Axelos ITIL® Practitioner Exam
The training course covers the following topics:
*The ITIL® Practitioner exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course is intended for those looking for a practical understanding of the ITIL® methodology, including its main concepts and how to adopt and adapt them where needed.
You must hold the ITIL® Foundation certificate to attend this course and be able to take the ITIL® Practitioner exam.
ITIL® Practitioner follows on from ITIL® Foundation to provide a practical guide to adopting and adapting ITIL® training for use in business. The training course lasts for 2 days and includes the ITIL® Practitioner exam.
Our comprehensive course uses instructor-led training and practical exercises to familiarise you with the Continual Service Improvement (CSI) approach, the nine guiding principles, and the three key areas most important to a successful ITIL® implementation. Suitable for anyone holding the ITIL® Foundation certificate, ITIL® Practitioner allows candidates to take their ITIL® knowledge and transform it into practice.
This practical level of understanding makes ITIL® Practitioner particularly suitable for introducing ITIL® into the workplace.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The following is included with our ITIL® Practitioner training course:
The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.
ITIL® Practitioner Exam
The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (4 days)
Classroom (4 days)
Online Self-paced (32 hours)
Official Axelos ITIL Foundation & Practitioner Exams
The ITIL® Foundation section of the course covers the following topics:
The IT Service Lifecycle
Processes:
This section of the course covers the following topics:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course is intended for those looking for a practical understanding of ITIL®, including its main concepts and how to adopt and adapt them where needed.
There are no prerequisites for this course.
ITIL® Foundation and Practitioner combines training and exams for the ITIL® Foundation and Practitioner certifications into one -day course, providing you with a full understanding of ITIL® and how to adopt and adapt it into your organisation. Our ITIL® Foundation and Practitioner training is split into two parts: ITIL® Foundation and ITIL® Practitioner.
The first part, ITIL® Foundation, provides a beginner’s guide to ITIL® and introduces the IT service lifecycle, its key concepts and terminology. It provides fundamental knowledge for those new to ITIL® and can be beneficial for both operational staff and senior management. The second part, ITIL® Practitioner focuses on how to apply ITIL® practices for Continual Service Improvement in an organisation by adopting and adapting them to fit business needs. Designed for those who have learned the basics of ITIL®, the course provides practical knowledge which allows ITIL® to be fitted into existing IT operations.
ITIL® helps businesses align their IT needs with their organisational goals. Practised all over the world, it is the global standard in IT service management. ITIL® ensures IT projects follow a practical and repeatable best practice methodology based on the experience of thousands of organisations around the world.
This ITIL® Foundation and Practitioner course is fully accredited by PeopleCert on behalf of AXELOS.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The following is included with this ITIL® Foundation & Practitioner course:
ITIL® Foundation and Practitioner Exam Information
ITIL® Practitioner Exam
The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
Introduction to Service Operation:
Service Operation Principles:
Service Operation Processes:
Common Service Operation Activities:
Organising Service Operation:
Technology Considerations:
Implementation Considerations:
Challenges, Critical Success Factors, and Risks:
*The ITIL Service Operation exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course will benefit anybody who will be involved in the improvement activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, and IT Consultants and Architects.
You must have completed ITIL® Foundation before attending this course.
This day ITIL® Service Operation course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Service Operation exam, leading to the ITIL® Service Operation certification. The exam is included.
ITIL® Service Operation is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the five courses which make up the Service Lifecycle Stream. Service Operation concerns the principles, processes, operational activities, and functions required to manage the performance of products and services.
This Service Operation course opens by examining how better service operation can be created by adapting to business change as well as how service operation can help ensure business continuity, maintain security and customer satisfaction, and provide a useful and universal structure with which to handle incidents. The course then moves on to cover the various functions of service operation, including the different types of service desk and their responsibilities (such as logging incidents and communicating with customers), IT operations management (which details how to establish and maintain a stable IT infrastructure), and the requirements of the Application Management lifecycle. Finally, the course ends with a focus on the practical elements of implementing service operations, including managing change to service operations and minimising disruption, and assessing how to tackle challenges and risks involved in the optimisation of an ITSM ecosystem.
By providing a comprehensive framework of the activities that should be carried out during the operation of services, Service Operation will be particularly beneficial to anybody involved in these processes. This Service Operation course counts for 3 credits towards an ITIL® Practitioner qualification.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This ITIL® Service Operation training course includes the following:
The ITIL® Service Operation exam measures knowledge of the Service Operation stage of the lifecycle, including core activities and techniques.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
The course covers the following topics:
*The ITIL Service Transition exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course can benefit anybody who will be involved in transitional activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, Consultants, and IT Architects.
You must have completed ITIL® Foundation before attending this course.
This 3 day ITIL® Service Transition course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Service Transition exam, leading to the ITIL® Service Transition certification. The exam is included.
This Service Transition course opens by discussing the core principles of effective service management, including how value is defined and created (both by businesses and consumers), and the definitions and roles involved in services and service management. It subsequently considers the processes that constitute service transition, from planning and change management through release and deployment to the final testing and evaluation phases. The course then helps delegates to understand how best to guide others through a service transition period, from learning how to deal with different types of individual stakeholder to facilitating overall organisational readiness and building a holistic receptiveness to change. It also considers the role of supporting technologies in service transition, from the function of knowledge bases to the utility of a CMS, before finally exploring potential challenges to service transition (such as a lack of available resources including time, money, manpower, or appropriate skillsets). Overall, this course gives delegates a holistic overview of and preparation for the implementation of service transition of any kind.
By providing a comprehensive framework of what transitional activities should be carried out during the lifecycle, Service Transition will be particularly beneficial to anybody involved in these activities. This Service Transition course counts for 3 credits towards an ITIL® Practitioner certification.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The following is included in this ITIL® course:
The ITIL® Service Transition exam measures knowledge of the Service Transition stage of the lifecycle, covering issues such as principles, processes, organisations, and governance.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
The course covers the following topics:
*The ITIL® CSI exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course will benefit anybody who will be involved in the improvement activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, and IT Consultants and Architects.
You must have completed ITIL® Foundation before attending this course.
ITIL® Service Lifecycle - Continual Service Improvement Overview
This 3 day ITIL® Continual Service Improvement (CSI) course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Continual Service Improvement exam, leading to the ITIL® CSI certification. The exam is included.
ITIL® Continual Service Improvement is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed to achieve the ITIL® Expert certification, and one of the five courses which make up the Service Lifecycle Stream. Continual Service Improvement concerns the principles and techniques used to improve services during the lifecycle.
This course opens with defining the purpose and scope of CSI, which is used to consistently augment IT services to better support business needs and strategic objectives. The course then breaks down the structure of CSI into its seven basic components based around the PDCA cycle, and delineates the inputs needed to perform each process effectively. Delegates attending the course will also gain an understanding of the methods through which CSI can be implemented, and when best to make use of tools such as gap analysis, benchmarking, and reporting during the CSI lifecycle. The course moves on to consider how to analyse a business' capacity for improvement as well as the roles needed to undertake CSI as effectively as possible. Finally, the course looks at the practicalities, challenges, and risks facing CSI, and explores how these might be overcome. Delegates attending this course can expect to leave with a full understanding of CSI as well as ideas about which forms of CSI and related processes might be most useful for their own organisational contexts.
By providing a comprehensive ITIL® framework of the improvement activities that should be carried out during the service lifecycle, Continual Service Improvement will be particularly beneficial to anybody involved in these activities. This Continual Service Improvement course counts for 3 credits towards an ITIL® Practitioner qualification.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This ITIL® course includes the following:
The ITIL® Continual Service Improvement exam measures knowledge of the Continual Service Improvement stage of the lifecycle, including core concepts, activities and techniques. This exam is:
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
The course covers the following topics:
*The ITIL Service Design exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course can benefit anybody who will be involved in the strategic activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, Consultants, and Supervisory Staff.
You must have completed ITIL® Foundation before attending this course.
This 3-day ITIL® Service Design course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Service Design exam, leading to the ITIL® Service Design certification. The exam is included.
ITIL® Service Design is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the five courses which make up the Service Lifecycle Stream. Service Design concerns processes that must be addressed to meet organisational needs during the design of IT services, including architectures, processes, policies, and documentation.
This Service Design course opens by discussing the definition of service design, including its scope, value, and purpose. Service design, which is used to create IT functionalities, programmes, and more, also balances risk with value and demand. Its complex nature manifests in five key ways, explored throughout the course: the design of service solutions, the design of service management systems and tools, the design of management and technology architectures, the design of processes, and the design of measurement systems, methods, and metrics. Delegates can expect to learn about each of these aspects in detail, as well as how to design processes, the function of service level management, and when service catalogues and service catalogue management should be used. The course goes on to discuss availability, capacity, and IT service continuity management, before considering the role of information security in service design. The course also explores supplier management in relation to service design, and looks at the roles and preparation needed for the successful execution of this practice. Delegates will close out the course with an overview of the risks and practical considerations associated with service design, and leave with an in-depth understanding of the uses and importance of service design in a contemporary organisational context.
By providing a comprehensive framework of the design activities that should be carried out during the lifecycle, Service Design will be particularly beneficial to anybody involved in or requiring a management-level understanding of these activities.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This ITIL® course includes the following:
The ITIL® Service Design exam measures knowledge of the Service Design stage of the lifecycle, covering issues such as principles, processes, organisations, and governance. The exam is:
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
The course covers the following topics:
*The ITIL® Service Strategy exam is taken online.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course will benefit anybody involved in the strategic activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, Consultants, and Supervisory Staff.
You must have completed ITIL® Foundation before attending this course.
This 3 day ITIL® Service Strategy course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Service Strategy exam, leading to the ITIL® Service Strategy certification. The exam is included.
ITIL Service Strategy is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed to achieve the ITIL® Expert certification, and one of the five courses which make up the Service Lifecycle Stream. Service Strategy concerns the activities required for planning strategy, including Service Portfolio Management, Demand Management, and Financial Management.
Service Strategy is used within the service lifecycle to to position services in order to meet an organisation's strategic objectives. This course explores how, when, and why this positioning might take place, opening with the scope of this practice and examining why it is valuable. The course moves on to explore how business strategies can be created, factoring in competitors and existing assets. The course then moves through the eight steps of service definition before considering how services might be packaged together. It also explains the processes that are part of Service Strategy, such as strategy management for IT services, service portfolio management, demand management, and business relationship management, as well as the inputs and outputs for each of these constituent aspects. Delegates will then learn about how strategy interacts with governance before examining the practical and technical considerations associated with implementing Service Strategy. By the end of the course, delegates will have gained a holistic understanding of how Service Strategy works, the contexts it operates in, and what it means to them.
By providing a comprehensive framework of what strategic activities should be carried out during the lifecycle, Service Strategy will be particularly beneficial to anybody involved in these activities. This Service Strategy course counts for 3 credits towards an ITIL® Practitioner qualification.
This course is accredited by PeopleCert on behalf of AXELOS.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This ITIL® Service Lifecycle course includes the following:
The ITIL® Service Strategy exam measures knowledge of the Service Strategy stage of the lifecycle, covering issues such as principles, processes, organisations, and governance.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
The following are the aims and objectives of the ITIL® MALC course:
After completing 4 days of classroom training and successfully gaining 17 ITIL® credits, the fifth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your MALC exam online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at any time of your choosing, subject to availability.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course is intended for anybody who has earned 17 credits during the ITIL® scheme and wishes to demonstrate a breadth of knowledge, including CIOs, IT Managers, Supervisors and IT Operations or Development Practitioners.
You must have gained 17 ITIL® credits through earning a range of ITIL® certifications prior to attending this course.
Our ITIL® MALC course lasts 5 days and prepares you to take the ITIL® MALC exam and receive ITIL® Expert certification.The exam is included.
The final course in the ITIL® Certification Scheme, ITIL® Managing Across the Lifecycle (MALC) allows professionals to gather all the knowledge they have acquired throughout their ITIL® studies and learn how each stage fits together, demonstrating a full understanding of the ITIL® service lifecycle. Designed for those who have gained 17 credits through the completion of ITIL® Foundation and a combination of the Intermediate modules, ITIL® MALC is a prerequisite for ITIL® Master level.
The full understanding of the ITIL® service lifecycle provided by ITIL® MALC will benefit anybody wishing to work in a service management role and implement and direct ITIL® best practice.
The Knowledge Academy is fully accredited for all of the ITIL® Courses that we offer by PeopleCert on behalf of AXELOS.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This ITIL® MALC course includes the following:
The ITIL® MALC exam measures skills to support service delivery across all the lifecycle stages.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
This course will cover the following content:
*The ITIL® Service Offerings and Agreements exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course will benefit anybody who wishes to gain knowledge of or apply SOA practices, including IT Professionals, Business Managers, Business Process Owners, and anyone else involved in an organisation which has adopted or is looking to adopt ITIL®.
You must have completed ITIL® Foundation before attending this course.
This 5-day ITIL® Service Offerings and Agreements course provides a comprehensive overview of practices for the Service Design and Service Strategy areas of the lifecycle and prepares you to take the Service Offerings and Agreements exam, leading to the ITIL® SOA certification. The exam is included.
ITIL® Service Offerings and Agreements is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the four courses which make up the Service Capability Stream. Service Offerings and Agreements concerns practices for portfolio, service level, catalogue, demand, supplier, and financial management.
This Service Offerings and Agreements course covers a wide range of areas in relation to service offerings, from service catalogue management to supplier management and financial management. Touching first on service portfolio management, the course explains the scope and value of this practice, its constituent processes, and its symbiotic relationship with service catalogue management, on which the course subsequently expands. After covering the different types of service catalogue and suggesting when they might be used, the course then explains the role of service level management and considers the importance of service level agreements, either service-based, customer-based, or multi-level.
Delegates will also gain an understanding of demand management, including how to create and analyse user profiles and patterns of business activity, and prepare for situations in which demand exceeds capacity. The course also looks at the roles of supplier management and business relationship management, examining the role of service agreements and relationships with both suppliers and consumers. In addition, delegates will learn about financial management within the lifecycle of a service, learning how to create business cases, assess ROIs, and model various funding alternatives. The course will close with an explanation of the key roles and responsibilities involved in Service Offerings and Agreements, as well as the technological considerations that SOA covers.
By providing a comprehensive guide to the processes of Service Design and Service Strategy, ITIL® Service Offerings and Agreements will be particularly beneficial to anybody involved in activities during these stages.
The Knowledge Academy is fully accredited for all its ITIL® Courses, by PeopleCert on behalf of AXELOS.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This ITIL® course includes the following:
The ITIL® SOA exam measures knowledge of Service Offerings and Agreements practices.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
The course covers the following topics:
*The ITIL® Release, Control and Validation exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course will benefit anybody who wishes to gain knowledge of or apply RCV practices, including IT Professionals, Business Managers, Business Owners, and anyone else involved in an organisation which has adopted or is looking to adopt ITIL®.
You must have completed ITIL® Foundation before attending this course.
This ITIL® Release, Control and Validation course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Release, Control and Validation exam, leading to the ITIL® RCV certification. The exam is included.
ITIL® Release, Control and Validation is one of the nine Intermediate ITIL® training courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the four courses which make up the Service Capability Stream. Release, Control and Validation concerns practices for the planning, testing and implementation of new services to meet user and organisational needs.
This Release, Control and Validation course begins with an overview of Service Transition, as covered in our ITIL® Service Lifecycle - Service Transition course, including change management as well as preparing people and organisations for change. The course then moves on to consider the role of asset and configuration management in Release, Control and Validation, which is used to identify, record, and evaluate assets. The construction of a CMS is briefly covered, before outlining the process of service validation and highlighting its importance. The course subsequently covers the Release and Deployment stages of the lifecycle, noting their inputs and outputs, before discussing how best to maintain a service through request fulfilment, change evaluation, and knowledge management. The course then concludes by detailing the practicalities of Release, Control and Validation, beginning with the associated roles and responsibilities before examining potential implementation issues with service operation. Delegates will conclude the course with a thorough knowledge of all the constituent stages of the RCV process and an awareness of its applicability to their own organisational contexts.
By providing a comprehensive guide to the processes of the ITIL® Service Transition framework, Release, Control and Validation will be particularly beneficial to anybody involved in activities during this stage.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This ITIL® Service Capability course includes the following:
The Release, Control and Validation ITIL® exam measures knowledge of the Release, Control and Validation practices.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
The course covers the following topics:
*The ITIL® Planning, Protection and Optimisation exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course will benefit anybody who wishes to gain knowledge of or apply PPO practices, including IT Professionals, Business Managers, Business Owners, and anyone else involved in an organisation which has adopted or is looking to adopt ITIL®.
You must have completed ITIL® Foundation before attending this course.
This 5-day ITIL® Planning, Protection, and Optimisation course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Planning, Protection, and Optimisation exam, leading to the ITIL® PPO certification. The exam is included.
ITIL® Planning, Protection, and Optimisation is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the four courses which make up the Service Capability Stream. Planning, Protection, and Optimisation concerns practices for capacity, availability, IT service continuity, information security and demand management.
This course explores the importance of careful planning, including planning for contingencies, disasters, and more, within the ITIL® Service Lifecycle. Delegates can expect to learn about designing services, including what to prioritise and how to identify service and business requirements and translate these into features; capacity management, which includes monitoring and tuning business activities, producing forecasts and capacity plans, and responding to incidents; and availability management, which covers implementing and improving an IT service, creating availability plans, conducting regular service tests, and analysing/evaluating failures to create useful feedback for future iterations of this process. The course then proceeds to cover IT service continuity management, teaching delegates how to use business impact analyses and risk analyses amongst other tools, as well as explaining why these are useful in the ITIL® Service Lifecycle.
Delegates will also learn about the importance of information security management, including how to create, implement, document, and evaluate IT security controls as well as how to manage security in relation to suppliers and external parties. The course also covers the supportive role of demand management before concluding with a look at the practicalities and roles associated with Planning, Protection and Optimisation, considering how to measure and improve PPO abilities. Individuals attending this course can expect to leave with a holistic understanding of PPO's role in the ITIL® Service Lifecycle and an awareness of how it might be applicable in their own practical contexts.
By providing a comprehensive ITIL® framework of what practices should be carried out to manage the Service Design stage, this Planning, Protection, and Optimisation course will be particularly beneficial to anybody involved in these activities.
This ITIL® Service Capability - Planning, Protection, and Optimisation course is fully accredited by PeopleCert on behalf of AXELOS.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL® Service Capability - Planning, Protection, and Optimisation exam measures knowledge of the Planning, Protection, and Optimisation processes of the lifecycle, including core activities and techniques. The exam is:
This ITIL® course includes the following:
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (3 days)
Classroom (3 days)
Online Self-paced (24 hours)
The course covers the following topics:
*The ITIL® Operational Support and Analysis exam is taken online.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
Benefits of online exams include:
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
The course will benefit anybody who wishes to gain knowledge of or apply OSA practices, including IT Professionals, Business Managers, Business Owners, and anyone else involved in an organisation which has adopted or is looking to adopt ITIL®.
You must have completed ITIL® Foundation before attending this course.
This 5 day ITIL® Operational Support and Analysis course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Operational Support and Analysis exam, leading to the ITIL® OSA certification. The exam is included.
This Operational Support and Analysis begins with an overview of event management, discussing its purpose and scope in relation to operational support. Delegates will evaluate the role of configuration items, error messages and event detection, and challenges to successful event management. The course then moves on to incident management, delineating how to prioritise incidents and escalate where necessary, as well as exploring the relationship between problems and incidents. Those attending the course will also learn about fulfilling service requests, including the most effective ways to boost customer satisfaction and handle requests efficiently, as well as the channels, processes, and elements of automation most appropriate for request fulfilment. Building on the concepts introduced in incident management, the course also explores the problem management process, offering a variety of methods by which problems can be resolved or minimised. Delegates will subsequently be introduced to access management, explaining the concepts of user privileges in addition to tracking access, restricting rights, and monitoring user statuses.
The course also covers the various functions of service operations, from the role of service desks and how to manage them to the importance of IT operations management. Finally, the course will discuss the practical considerations of service operation, including how to manage change and risks. Delegates can expect to gain a full and thorough understanding of Operational Support and Analysis, and leave with an awareness of how to apply the concepts covered to their own organisational frameworks.
ITIL® Operational Support and Analysis are one of the nine Intermediate ITIL® training courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the four courses which make up the Service Capability Stream. Operational Support and Analysis concerns practices for event, incident, request, problem, access, technical, IT operations and application management.
By providing a comprehensive framework of what practices should be followed to manage the operation of services, Operational Support and Analysis will be particularly beneficial to anybody involved in these activities.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This ITIL® course includes the following:
The ITIL® Operational Support and Analysis exam measures knowledge of the Operational Support and Analysis processes of the lifecycle, including core activities and techniques.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (15 days)
Classroom (15 days)
Online Self-paced (120 hours)
Our ITIL Expert course selection lasts 15-20 days depending on your choice of courses. Choose from the six package options listed below, or mix and match depending on your preferences.
Each ITIL® Expert bundle consists of the following:
Benefits of completing the ITIL® Expert Bundle:
ITIL® Expert consists of the following courses:
This ITIL® Foundation course provides everything needed to pass the ITIL® Foundation exam. The perfect introduction to ITIL®, the course will cover the key principles and concepts of ITIL®, preparing you for the ITIL® Foundation exam. Passing ITIL® Foundation will allow you to go on to achieve the higher levels of ITIL® qualification. Full outline
Note: If you already hold ITIL® Foundation certification you may move straight to the Practitioner or Intermediate courses.
This course builds on foundational ITIL® knowledge by providing the required knowledge to implement the ITIL® framework effectively. During the course, you will learn how to maximise the benefits of ITIL® in your organisation and adapt the framework to meet organisational needs by using the Continual Service Improvement (CSI) approach. Full outline
ITIL® Intermediate qualifications are divided into two categories: Service Lifecycle and Service Capability. Each course focuses on a different role and set of skills within the ITIL® framework.
Click each course link to see the full outline. Service Lifecycle qualifications include:
Service Capability qualifications include:
This course will prepare you for the ITIL® MALC examination, allowing you to become a certified ITIL® Expert, the second highest qualification in the ITIL® scheme. The ITIL® Managing Across the Lifecycle focuses on applying ITIL® knowledge to real-world settings and the workplace. It demonstrates that candidates can combine the knowledge of the different ITIL® areas in the service lifecycle into one IT service management strategy. Full outline
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
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This bundle is aimed at anybody looking to expand their knowledge of ITIL® and become an ITIL® Expert.
No prerequisites are required to attend. Because it starts with ITIL® Foundation, this pathway is suitable for anybody looking to expand their knowledge of ITIL®. Along the way, you will gain enough credits to take the ITIL® Managing Across the Lifecycle exam and be awarded ITIL® Expert certification.
Our ITIL® Expert bundles provide everything you need to gain the highly respected ITIL® Expert certification. With a choice of package options, you’ll be able to choose the training option most suited to your career path and focus on the modules most relevant to your interests. All exams are included, allowing you to progress from stage to stage until you are ready to take the Managing Across the Lifecycle exam, culminating in ITIL® Expert status.
Every course is accredited by PeopleCert on behalf of AXELOS.
Each ITIL® Expert bundle consists of the following:
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL (PeopleCert), on behalf of Axelos
Online Instructor-led (1 days)
Classroom (1 days)
Online Self-paced (8 hours)
Official Axelos ITIL® 4 Foundation Exam
The ITIL 4 Foundation exam has the following outcomes:
Please arrive 30 minutes before the exam start time, unfortunately, late comers will not be permitted to enter the exam once it has commenced.
You will need to bring the following to the exam:
The exam is taken through a remote proctor, PeopleCert. You’ll be able to pick a date and time slot which is most convenient to you.
The system requirements for the exam are as follows:
You will also need to present a photo ID to verify your identity before the exam.
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
(250 remaining)
This course is open to anyone who has previously taken the ITIL 4 Foundation exam and not passed, or who has sat an ITIL 4 Foundation training course and is looking to sit the exam.
You must have previously taken the ITIL® 4 Foundation exam to attend, or have taken an ITIL 4 Foundation course and not yet sat the exam.
Looking to take the ITIL 4 Foundation Exam? You must have sat a full ITIL 4 Foundation training course either in the classroom or online, or have previously taken a ITIL 4 Foundation exam to attend this event.
The ITIL 4 Foundation exam can be taken online through PeopleCert or in the classroom through one of our exam events.
ITIL 4 Foundation provides an introduction to the ITIL 4 framework and shows how it can be used to improve IT service management. It explains the guiding principles of Service Management, the four dimensions, and how it ITIL 4 works with Lean, Agile and DevOps. It’s also a prerequisite for other ITIL 4 certifications.
The Knowledge Academy can provide you with the following training to be able to sit the ITIL 4 Foundation Exam:
The Knowledge Academy is accredited by PeopleCert on behalf of AXELOS to run ITIL 4 exams.
The ITIL® 4 Foundation exam tests knowledge of the basic terminology, concepts, and principles behind ITIL® and service management.
Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +61 1-800-150644 or Enquire.
Our training experts have compiled a range of course packages to compliment a variety of categories in order to help fast track your career. The packages consist of the best possible qualifications in each industry and allows you to purchase multiple courses at a discounted rate.
ITIL® 4 FoundationAUD3595
ITIL® 4 Specialist: Create Deliver and Support CDSAUD4595
ITIL® 4 Specialist: Drive Stakeholder Value DSVAUD4595
ITIL® 4 Specialist: High Velocity IT TrainingAUD4595
ITIL® 4 Strategist: Direct, Plan and Improve DPIAUD4595
Total without package: AUD21975
Package price: AUD11775 (Save AUD10200)
Agile Project Management Foundation & Practitioner (AgilePM®)AUD3595
Scrum Master CertificationAUD3295
ITIL® 4 FoundationAUD3595
Total without package: AUD10485
Package price: AUD5595 (Save AUD4890)
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Course was run very smoothly, Richard our trainer was extremely knowledgeable and delivered the course in a succinct fashion with a twist of humour thrown in.
The course was great and the so was the trainer - brilliantly delivered and I would certainly recommend this course to my colleagues. Thanks to Richard for a great course and delivering it a tough environment virtually.
Richard was very knowledgeable and explained well
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
We are accredited by PeopleCert on behalf of AXELOS
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."
Diane Gray, Shell
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