ITIL® Training - Australia

Who should attend this ITIL® Training Course?

IT Managers of all levels involved in shaping direction and strategy or developing a continually improving team.

Prerequisites

ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate

ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Course Overview

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.

What's included in this ITIL® Training Course?

• Delegate pack consisting of course notes and exercises
• Experienced Instructor
• Refreshments
• Official AXELOS Certificate

ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Exam

• 40 questions
• Multiple choice 
• Duration of 90 minutes
• Pass mark of 70% or 28/40
• Closed book

Official Axelos ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Examination Information

The ITIL 4 Strategist: Direct, Plan and Improve module is for anyone who needs to align their team’s objectives to the organizational strategy. It also provides guidance on embedding continual improvement into the organizational culture.

ITIL® 4 Strategist: Direct, Plan and Improve (DPI) exam format:

• Question Type: Multiple Choice
• Total Question: 40
• Pass Mark: 28 out of 40 required to pass (70%)
• Duration: 90 minutes
• Open Book: No, this is a closed book exam

Who should attend this ITIL 4 Training Course?

The course is designed for ITSM practitioners managing the operation and end-to-end delivery of IT-enabled and digital products and services.

Prerequisites

ITIL® Foundation Certificate OR ITIL® 4 Managing Professional Transition Certificate

ITIL 4 Specialist: Create, Deliver and Support Course Overview

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.

What's Included?

• Delegate pack consisting of course notes and exercises
• ITIL 4 Specialist Create, Deliver and Support Exam
• Experienced Instructor
• Refreshments
• Official AXELOS Certificate

ITIL® 4 Specialist: Create, Deliver and Support (CDS) Examination Information

The ITIL® 4 Create, Deliver and Support (CDS) qualification is intended to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods, and tools.

ITIL® 4 Specialist: Create, Deliver and Support (CDS) exam format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 28 out of 40 marks required to pass (70%)
• Duration: 90 minutes
• Open Book: No, this is a closed book exam

Who should attend this ITIL 4 Training Course?

The course is designed for practitioners involved in managing and integrating stakeholders.

Prerequisites

ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate

ITIL 4 Specialist: Drive Stakeholder Value Course Overview

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.

What's Included?

• Delegate pack consisting of course notes and exercises
• Experienced Instructor
• ITIL 4 Specialist: Drive Stakeholder Value Exam
• Refreshments
• Official AXELOS Certificate

Official Axelos ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Examination Information

The purpose ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Exam is to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

ITIL® 4 Specialist: Drive Stakeholder Value (DSV) exam format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 28 out 40 marks required to pass (70%)
• Duration: 90 minutes
• Open Book: No, this is a closed book exam

Prerequisites

ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate

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:

• Architecture management
• Business analysis
• Deployment management
• Service validation and testing
• Software development and management
• Availability management
• Capacity and performance management
• Infrastructure and platform management monitoring and event management
• Problem management
• Service continuity management
• Relationship management
• Service design
• Service desk
• Information security management
• Risk management

• Delegate pack consisting of course notes and exercises
• The ITIL 4 HVIT Examination Voucher
• Experienced Instructor
• Refreshments
• Official AXELOS Certificate

Official Axelos ITIL® 4 Specialist: High Velocity IT Examination Information

The purpose of the ITIL 4 High Velocity IT Exam is to provide the candidate with an understanding of the ways in which digital organizations and digital operating models function in high-velocity environments, focusing on rapid delivery of products & services to obtain maximum value. The qualification will provide the candidate with an understanding of working practices such as Agile and Lean, and technical practices and technologies such as The Cloud, Automation, and Automatic Testing.

ITIL® 4 Specialist: High Velocity IT exam format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 28 out of 40 marks required to pass (70%)
• Duration: 90 Minutes
• Open Book: No, this is a closed book exam

Prerequisites 

ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate

Audience

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:

• Managers
• Stakeholders
• ITIL Qualification Holders

ITIL® 4 Leader Digital and IT Strategy DITS​ Course Overview

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 modern 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:

• ITIL guiding principles 
• Three levels of digital disruption
• Environmental analysis
• Relationship between digital and IT strategy and components of ITIL SVS
• Assess strategic approaches for digital organisations
• Implementation of Digital and IT Strategy

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
• Delegate pack consisting of course notes and exercises
• Manual
• Experienced Instructor
• Official AXELOS Certificate

ITIL® 4 Leader: Digital and IT Strategy DITS​ Examination Information

The ITIL 4 Leader: Digital and IT Strategy module provides guidance about crafting a digital vision and shaping IT and business strategies.

ITIL® 4 Leader: Digital and IT Strategy DITS exam format:

• Question Type: Multiple Choice
• Duration: 60 Minutes
• Open Book: No, this is a closed book exam
• Total Questions: 30
• Pass Mark: 21 out of 30 marks required to pass (70%)

Prerequisites

There are no formal prerequisites for attending this ITIL® 4 Specialist: Sustainability in Digital and IT (ITIL®-SDIT) Training course.

Audience

This training course is ideal for anyone interested in learning how service organisations can address sustainability challenges related to their digital and IT strategies, tactics, and operations, with a focus on ITIL®'s Service Value Chain and ITIL® practises.

ITIL® 4 Specialist Sustainability in Digital and IT Training ITIL® SDIT​ Course Overview

ITIL® 4 is the most recent version and introduces a digital operational model that enables enterprises to co-create effective value from IT-supported goods and services. It is important for sustainability competencies and capabilities that service organisations create recommendations on building capacity within teams to handle sustainability concerns successfully. This training course will allow organisations to handle sustainability concerns in their digital and IT strategies, tactics, and operations, emphasising ITIL®'s Service Value Chain and ITIL® principles. Acquiring the skills and abilities to handle digital and IT services can lead the delegates to attain high profile roles in ITIL® as Process Owners, Process Managers, Process Practitioners, Service Owners.

In this 3-day ITIL® 4 Specialist: Sustainability in Digital and IT (ITIL®-SDIT) Training course, delegates will enlighten their expertise by providing the organisations with correct guidance on meeting the difficulties and possibilities given by developing technologies that influence operations. Delegates will learn the various key sustainability challenges like the growing human population, waste management, greenhouse gas emission, and digital poverty. Our expert trainer with abundant knowledge will teach the delegates to equip a framework to assist firms with procurement and supply chain operations, which can aid interactions throughout the supply chain in practising sustainable IT.

It also accommodates the delegates with various knowledgeable concepts, such as:

• Impact of sustainability initiatives
• Sustainable consumption and production
• Other kinds of sustainable business model
• Approaches supporting sustainable business models
• Software development and management

At the end of this training course, delegates will gain a comprehensive understanding of the triple bottom line model and the scope of each of the three pillars. They will also learn the key sources of organisational sustainability risks, the types, and sources of sustainability standards and regulations.

• Delegate pack consisting of course notes and exercises
• Manual
• Experienced Instructor
• Official AXELOS Certificate

Prerequisites

There are no formal prerequisites for attending this ITIL® 4 Specialist: Acquiring and Managing Cloud Services (ITIL®-AMCS) Training course.

Audience

This ITIL® 4 Specialist: Acquiring and Managing Cloud Services (ITIL®-AMCS) Training course is ideal for anyone who understands relevant ITIL® 4 guidance and enables career development opportunities in the cloud service domain.

ITIL® 4 Specialist Acquiring and Managing Cloud Services ITIL® AMCS Course Overview

ITIL® 4 is the latest version of ITIL® that provides a digital operating model that allows organisations to co-create effective value from their IT-supported products and services. It offers organisations to direct and capitalise on the challenges and possibilities of evolving technologies affecting their business operations. This training course will help individuals to learn about ITIL® concepts, develop an understanding of relevant ITIL® 4, and enable career development opportunities in cloud services. Holding the required knowledge and skills of using ITIL® 4 to acquire and manage cloud services will help individuals get desired job profiles in prominent organisations.

This 3-day ITIL® 4 Specialist: Acquiring and Managing Cloud Services (ITIL®-AMCS) Training course aims to develop a practical understanding of how cloud procurement and technology can integrate with and support broader business strategy and functions. During this training, delegates will learn various concepts such as approaches to cloud adoption, evolutionary migrations, deployment models, business case structure, CSP landscape, formulating the cloud strategy, benefits of using cloud services, API vulnerability, etc. The Knowledge Academy’s highly experienced expert trainers will conduct this training and help them gain the knowledge of adopting cloud services and take up their career in this field.

Delegates will also learn the following essential topics:

• What is the cloud?
• Types of cloud solution
• Compliance
• Exploring cloud services
• Shared responsibility model
• Benefits of using cloud services

At the end of this training course, delegates will be able to identify the types of cloud services and understand their applicability to an organisation's context. They will also be able to use various tools, techniques, and methods to manage cloud services within an organisation successfully.

Delegates will become adept at identifying, selecting, and delivering optimised cloud services.

• Delegate pack consisting of course notes and exercises
• Manual
• Experienced Instructor
• Official AXELOS Certificate

ITIL® 4 Specialist Acquiring And Managing Cloud Services ITIL® AMCS

Exam Format

Type of Questions: Multiple Choice
Duration: 90 Minutes
Material Allowed: None, this is a ‘closed book’ exam
Number of Marks: 40 marks, there are 40 questions each worth 1 mark
Pass Marks: 26 marks, you will need to get 26 questions correct (65%) to pass the exam

Please Note: This exam and course is due to be retired on the 30th of September 2022. After that date, delegates will be required to take ITIL 4 Foundation to start their ITIL v4 journey 

Who should attend this ITIL® 4 Training Course?

The course is designed for those with management–level knowledge of ITIL® v3 who wish to transition to ITIL® 4.

Prerequisites

To take the transition module, all candidates must be at Expert level or have a minimum of 17 v3 credits. Candidates can continue to collect their v3 Intermediate or Practitioner credits to enable them to be eligible to take the transition module when it is launched.

Please Note: This exam and course is due to be retired on the 30th of September 2022. After that date, delegates will be required to take ITIL 4 Foundation to start their ITIL v4 journey 

ITIL® 4 Managing Professional Transition Module Course Overview

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:

• ITIL® 4 Specialist Create, Deliver and Support
• ITIL® 4 Specialist Drive Stakeholder Value
• ITIL® 4 Specialist High Velocity IT
• ITIL® 4 Strategist Direct, Plan and Improve

This is followed by an exam which confirms knowledge of how to manage successful IT services, teams, and workflows.

Please Note: This exam and course is due to be retired on the 30th of September 2022. After that date, delegates will be required to take ITIL 4 Foundation to start their ITIL v4 journey 

What's Included?

• Delegate pack consisting of course notes and exercises
• Experienced Instructor
• Refreshments
•  ITIL® Managing Professional Exam

ITIL® 4 Managing Professional Transition Module Exam Information

The ITIL 4 Managing Professional Transition qualification is intended to allow candidates of the previous iteration of ITIL (V3) the opportunity for a straightforward transition to ITIL 4 to achieve the designation of ITIL 4 Managing Professional.

ITIL® 4 Managing Professional Transition Module exam format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 28 out of 40 marks required to pass (70%)
• Duration: 90 Minutes
• Open Book: No, this is a closed book exam

Who should attend IT Service Manager Course?

This CITSM training course has been designed specifically for individuals who would like to earn a career in IT Service Management. 

Certified IT Service Manager Prerequisites 

There are no formal prerequisites for CITSM, so anyone can attend.

Certified IT Service Manager (CITSM) Course Overview

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. A substantial 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 and should be able to perform the role of IT Service Manager more than within their business, by coordinating managerial processes with existing organisational structure.

What's included in this IT Service Manager Training Course?

This training course includes the following:

• The Certified IT Service Manager (CITSM) Examination
• The Knowledge Academy's Certified IT Service Manager (CITSM) Manual
• Completion Certificate
• Experienced Instructor
• Refreshments 

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:

• Multiple choice questions
• Duration of 60 minutes
• 65% pass mark
• Closed book

Who should attend Root Causes Analysis Training?

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.

Prerequisites

There are no prerequisites for this course.

Root Cause Analysis Course Overview

This 1-day course provides professionals with a comprehensive understanding of how to undertake root cause analysis (RCA) to identify and solve problems in production and administration. As well as the benefits of RCA, you will learn key RCA techniques to effectively audit and discover the cause of errors and defects.

What’s Included in this Root Causes Analysis Training?

• The Knowledge Academy’s Root Cause Analysis Manual
• Experienced Instructor
• Completion Certificate
• Refreshments

Who Should Attend this ITIL® 4 Training Course?

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.

Prerequisites

You must hold ITIL V3 Foundation certification or above to attend.​

ITIL® 4 Foundation Bridge Training Course Overview

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.

What's Included in this Training Course?

• Certificate
• Experienced ITIL instructor​

Who should attend this ITIL® Practitioner Training Course?

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.

ITIL® Practitioner Prerequisites

You must hold the ITIL® Foundation certificate to attend this course and be able to take the ITIL® Practitioner exam.

Retired: ITIL® Practitioner Training Course Overview

ITIL® (Information Technology Infrastructure Library) is a framework specially designed to plan, deliver, and manage the overall lifecycle of IT (Information Technology) services within a business. It helps companies to align their IT services to the needs of their customers and organisation. The main aim of ITIL® is to improve efficiency and achieve predictable service delivery. Our ITIL® Practitioner training will ensure that you are fully equipped to pass the exam and provide a broad overview of successfully focusing on an organisation's customers, value, and cost. Acquiring this certification will help individuals to climb up the ladder of success in terms of value and career opportunities.

This 2-day ITIL® Practitioner training provides delegates with a best practice understanding of the ITSM principles, service elements, key competencies, and CSI approach. During this training, delegates will learn various concepts such as the Continual Service Improvement (CSI) approach, guiding principles, Seven Wastes (Muda), key competencies, OCM tools, three key areas most important for successful ITIL® implementation. Our highly expert and professional trainer will conduct this training and provide you with the required knowledge and skills needed to pass the ITIL® Practitioner exam.

Apart from these, delegates will also learn the following topics, such as:

• Customers, value, and cost
• ITSM principles
• OCM tools
• Phases of transition
• COBIT and implementation
• Stakeholder map

At the end of this training, delegates will be able to apply the ITSM guiding principles in a real-world context within an organisation. They will also be able to implement measurement and metrics to achieve continual improvement.

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.

What's included in this ITIL® Practitioner Training Course?

The following is included with our ITIL® Practitioner training course:

• The ITIL® Practitioner Examination
• Certificate
• Experienced ITIL® instructor
• Refreshments

ITIL® Practitioner Exam Information

The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.

• 40 multiple choice questions
• 135 minutes
• Pass mark: 70% or 28/40
• Open book

ITIL® Practitioner Examination Information

The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.

ITIL® Practitioner exam format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 28 marks out of 40 required to pass (70%)
• Duration: 135 minutes
• Open Book: Yes, candidates are permitted to use the official printed hard copy of the ITIL® Practitioner Guidance. The manual may be annotated and tabulated but no sticky notes and loose leaf papers containing additional notes will be allowed.

Who should attend this ITIL® Training Course?

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.

ITIL® Foundation and Practitioner Prerequisites

There are no prerequisites for this course.

ITIL® Foundation and Practitioner Training Course Overview

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.

What's included in this ITIL® Training Course

The following is included with this ITIL® Foundation & Practitioner course:

• ITIL® Foundation Examination
• ITIL® Practitioner Examination
• Certificate
• Experienced ITIL® instructor 
• Refreshments 

ITIL® 4 Foundation Exam Information

The ITIL® 4 Foundation exam tests knowledge of the basic terminology, concepts, and principles behind ITIL® and service management.

• Type of questions: Multiple Choice.
• Duration: 60 Minutes.
• Material Allowed: None, this is a ‘closed book’ exam.
• Number of marks: 40 marks, there are 40 questions each worth 1 mark.
• Pass Mark: 26 marks, you will need to get 26 questions correct (65%) to pass the exam.

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® Practitioner Examination Information

The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.

ITIL® Practitioner exam format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 28 marks out of 40 required to pass (70%)
• Duration: 135 minutes
• Open Book: Yes, candidates are permitted to use the official printed hard copy of the ITIL® Practitioner Guidance. The manual may be annotated and tabulated but no sticky notes and loose leaf papers containing additional notes will be allowed.

NOTE: The exam for this course has been officially discontinued as of the 1st of January 2021. Delegates with similar interest might want to consider taking the ITIL® 4 Specialist: Create Deliver and Support CDS or ITIL® 4 Specialist: Drive Stakeholder Value DSV modules.

Who should attend this ITIL® Service Operation training course?

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.

ITIL® Service Operation Prerequisites

You must have completed ITIL® Foundation before attending this course.

NOTE: The exam for this course has been officially discontinued as of the 1st of January 2021. Delegates with similar interest might want to consider taking the ITIL® 4 Specialist: Create Deliver and Support CDS or ITIL® 4 Specialist: Drive Stakeholder Value DSV modules.

Retired: ITIL® Service Operation Training Course Overview

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.

NOTE: The exam for this course has been officially discontinued as of the 1st of January 2021. Delegates with similar interest might want to consider taking the ITIL® 4 Specialist: Create Deliver and Support CDS or ITIL® 4 Specialist: Drive Stakeholder Value DSV modules.

What's Included in this ITIL® Service Operation Training Course?

This ITIL® Service Operation training course includes the following:

• ITIL® Service Operation exam
• Certificate
• Experienced Trainer
• Refreshments

ITIL® Service Operation Exam

The ITIL® Service Operation exam measures knowledge of the Service Operation stage of the lifecycle, including core activities and techniques.

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book​

NOTE: The exam for this course has been officially discontinued as of the 1st of January 2021. Delegates with similar interest might want to consider taking the ITIL® 4 Specialist: Create Deliver and Support CDS or ITIL® 4 Specialist: High Velocity IT Training modules.

Who should attend this ITIL Training Course?

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.

Prerequisites

You must have completed ITIL® Foundation before attending this course.

NOTE: The exam for this course has been officially discontinued as of the 1st of January 2021. Delegates with similar interest might want to consider taking the ITIL® 4 Specialist: Create Deliver and Support CDS or ITIL® 4 Specialist: High Velocity IT Training modules.

Retired: ITIL® Service Lifecycle - Service Transition Training Overview

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 several 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.

NOTE: The exam for this course has been officially discontinued as of the 1st of January 2021. Delegates with similar interest might want to consider taking the ITIL® 4 Specialist: Create Deliver and Support CDS or ITIL® 4 Specialist: High Velocity IT Training modules.

What's Included in this ITIL Training Course?

The following is included in this ITIL® course:

• ITIL® Service Lifecycle - Service Transition exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

ITIL® Service Transition Training Examination

The ITIL® Service Transition exam measures knowledge of the Service Transition stage of the lifecycle, covering issues such as principles, processes, organisations, and governance.

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book

Who should attend this ITIL Training Course?

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.

Prerequisites

You must have completed ITIL® Foundation before attending this course.

Retired: 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.

What's Included in this ITIL Training Course?

This ITIL® course includes the following:

• ITIL® Continual Service Improvement Exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

ITIL® Service Lifecycle - Continual Service Improvement Examination

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:

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book

Who should attend this ITIL Training Course?

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.

Prerequisites

You must have completed ITIL® Foundation before attending this course.

Retired: ITIL® Service Lifecycle - Service Design (ITIL® SD) Course Overview

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.

What's included in this ITIL Training Course?

This ITIL® course includes the following:

• ITIL® Service Design exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

ITIL® Service Design Exam

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:

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book​

Who should attend this ITIL Training Course?

The course will benefit anybody involved in the strategic activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, Consultants, and Supervisory Staff.

Prerequisites

You must have completed ITIL® Foundation before attending this course.

Retired: ITIL® Service Strategy Course Overview

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.

What's included in this ITIL Training Course?

This ITIL® Service Lifecycle course includes the following:

• ITIL® Service Strategy exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

ITIL® Service Strategy Exam

The ITIL® Service Strategy exam measures knowledge of the Service Strategy stage of the lifecycle, covering issues such as principles, processes, organisations, and governance.

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book

Who should attend this ITIL Training Course?

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.

Prerequisites

You must have gained 17 ITIL® credits through earning a range of ITIL® certifications prior to attending this course.

Retired: ITIL® Service Lifecycle - Managing Across The Lifecycle (ITIL® MALC) Course Overview

Our ITIL® MALC course lasts 3 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.

What's included in this ITIL Training Course?

This ITIL® MALC course includes the following:

• ITIL® MALC exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

ITIL® MALC Exam

The ITIL® MALC exam measures skills to support service delivery across all the lifecycle stages.

• 10 multiple choice questions based on a case study
• 120 minutes
• Pass mark: 70% or 35/50
• Closed book

Who should attend this ITIL Training Course?

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®.

Prerequisites

You must have completed ITIL® Foundation before attending this course.

Retired: ​ITIL® Service Capability - Service Offerings and Agreements (ITIL® SOA) Course Overview 

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.

What's included in this ITIL Training Course?

This ITIL® course includes the following:

• ITIL® Service Offerings and Agreements exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

ITIL® Service Offerings and Agreements Exam

The ITIL® SOA exam measures knowledge of Service Offerings and Agreements practices.

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book

Who should attend this ITIL Training Course?

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®.

Prerequisites

You must have completed ITIL® Foundation before attending this course.

Retired: ITIL® Release, Control and Validation Training Overview

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.

What's included in this ITIL Training Course?

This ITIL® Service Capability course includes the following:

• ITIL® Release, Control and Validation exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

ITIL®​ Release, Control and Validation Training Examination

The Release, Control and Validation ITIL® exam measures knowledge of the Release, Control and Validation practices.

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book​

Who should attend this ITIL Training Course?

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®.

ITIL PPO Prerequisites

You must have completed ITIL® Foundation before attending this course.

Retired: ITIL® Service Capability - Planning, Protection, and Optimisation Training Overview

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.

ITIL® Service Capability - Planning, Protection, and Optimisation Exam Information

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:

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book​

What's Included in this ITIL Training Course?

This ITIL® course includes the following:

• ITIL® Service Capability - Planning, Protection, and Optimisation exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

Who should attend this ITIL Training Course?

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®.

Prerequisites

You must have completed ITIL® Foundation before attending this course.

Retired: ITIL® Operational Support and Analysis Training Overview

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.

What's Included in this ITIL Training Course?

This ITIL® course includes the following:

• ITIL® Operational Support and Analysis exam
• Certificate
• Experienced ITIL® Trainer
• Refreshments

ITIL®  Operational Support and Analysis Training Examination

The ITIL® Operational Support and Analysis exam measures knowledge of the Operational Support and Analysis processes of the lifecycle, including core activities and techniques.

• 8 multiple choice questions
• 90 minutes
• Pass mark: 70% or 28/40
• Closed book

Who should attend this ITIL® Expert Bundle?

This bundle is aimed at anybody looking to expand their knowledge of ITIL® and become an ITIL® Expert.

ITIL® Expert Bundle Prerequisites

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.

ITIL® Expert Training Overview

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® Foundation (optional).
• ITIL® Practitioner (optional).
• Your choice of an Intermediate Path.
• ITIL® Service Lifecycle - Managing Across the Lifecycle.

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.

What's included in this ITIL® Expert Bundle Training Course?

• Official ITIL® Exams​
• The Knowledge Academy ITIL® Foundation Manual
• PDUs
• Certificate
• Experienced ITIL® instructor
• Refreshments