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ITIL® Training courses

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® 4 Foundation Exam

ITIL® 4 Foundation Training Course Outline

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

  • The role of IT Service Management as a key strategic capability within organisations hoping to stay relevant in the face of rapid advancements in technology
  • The structure and purpose of the new framework, ITIL® 4, which provide guidance around two key components: Service Value System and the Four Dimensions Model
  • An outline of the Service Value Chain, ITIL® Practices and Principles, and the elements of the Four Dimensions Model

Key Concepts of Service Management

  • The nature and values of Service Management, including the new focus of ITIL® 4 on stakeholder value, detailing the relationship between Organisations, Service Providers, Service Consumers, and other stakeholders
  • The management of Products and Services that organisations offer and how these are supplied with resources, in order to improve and focus Service Offerings to target consumer groups
  • The areas to consider when evaluating the value of service relationships with consumers, based on how they are affected by the outcomes, costs, and risks involved

The Four Dimensions of Service Management

  • An introduction to one of the central focuses of ITIL® 4, the Four Dimensions Model, and how its elements must collaborate to provide different perspectives to the Service Value Chain
  • Detailed outlines of the four dimensions: Organisations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. This includes the role they play in IT Service Management, their main principles and examples in relation to the ITIL® framework, and factors to consider within organisations

The ITIL® Service Value System

  • An introduction to the second central focus of ITIL® 4, Service Value System, including its purpose and relevant inputs and outputs
  • The relationship between the five components of the SVS model and how they interact to provide a clear framework that ensures the effective functioning of Service Management
  • A description of ‘silos’ and how the SVS is best used to discourage them and manage change more effectively

The ITIL® Guiding Principles

  • The seven core principles that determine how ITIL® operates
  • An explanation of how organisations must follow these principles when choosing to adopt a new ITSM framework, fully understanding the message and value, and communicating this with their stakeholders

The Service Value Chain

  • An operating model for service creation, delivery, and continual improvement
  • The six activities that form the Service Value Chain are intended to help the creation of products and services focused on value
  • The model is designed to be flexible and adaptable to different approaches and business needs

General Management Practices

  • Management practices are organisational resources designed to accomplish specific objectives
  • An overview of the four categories of organisational resources
  • Effective use of management practices will ensure businesses can put their service on the market quickly and efficiently

Service Management Principles

  • An overview of the various Service Management Practices designed to improve the implementation of ITIL® 4
  • Detailed outlines of Availability Management, Business Analysis, Change Control, and Release Management
  • The stages of Service Level Management, including defining, recording, and managing service levels

Technical Management Principles

  • Deployment Management is a key type of Technical Management and is designed to transfer new or changed software, hardware, processes, and documentation
  • Infrastructure and Platform Management enables the further monitoring of technology solutions
  • Software Development and Management ensures that applications meet internal and external stakeholder needs

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.

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Who should attend this ITIL® 4 Foundation Training Course?

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.  

ITIL® 4 Foundation Prerequisites

There are no formal prerequisites for ITIL® 4 Foundation, therefore anyone can attend. 

ITIL® 4 Foundation Training Course Overview

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 Philippines 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.

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What's included in this ITIL® 4 Foundation Training Course?

The following is included in this ITIL® 4 Foundation Training Course:

  • The ITIL® 4 Foundation Examination
  • 18 PDUs
  • Certificate
  • Experienced ITIL® instructor
  • Refreshments 

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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: Multiple Choice
  • Duration: 60 Minutes
  • Open Book: No
  • Total Questions: 40
  • Pass Mark: 26/40

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accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® Practitioner Exam

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Practitioner Training Course Outline

The training course covers the following topics:

  • ITSM Concepts
  • Service Elements
  • ITSM Principles
  • CSI Approach
  • Metrics & Measurement
  • Communication
  • Organisational Change Management (OCM)
  • OCM Tools
  • OCM Activities
  • Applying the CSI Approach

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

 

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.

Show moredown

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.

ITIL® Practitioner Training Course Overview

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.

Show moredown

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

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ITIL® Practitioner Exam

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

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accredited by

CITSM (TKA), on behalf of TKA

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Certificate in IT Service Management Exam

Certified IT Service Manager (CITSM) Course Outline

This CITSM training course will explore the following topics:

  • Introduction
    • IT Service Manager Overview
    • Service Strategy
    • The Culture of Service Management 
    • How to Adopt a Service Management Culture
    • Best Practices Insight
  • Service Management as a Concept
    • Need for Service Management
    • ITSM
    • The Advantages of IT Service Management
    • Implementing Service Management
    • Benefits and Challenges of ITSM
  • The Role of an IT Service Manager
    • Responsibilities of an IT Service Manager
    • Business Strategy
    • Understanding Customer Demands
    • Managing Demands
    • Dealing with Stakeholders
    • Management of IT Services
    • Guiding Principles
    • Communication Techniques
  • The Service Development Cycle (SDC)
    • Approaches
    • Creation
    • Changeover
    • Processes
    • Continued Improvement
    • Change Management
    • Operations
    • Supplier Management
    • Problem Management
    • Conclusion

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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. 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.

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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 

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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:

  • 40 questions
  • Multiple choice
  • Duration of 1 hour
  • The pass mark of 65%
  • Closed book

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accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (4 days)

Online Self-paced (32 hours)

Official Axelos ITIL Foundation & Practitioner Exams

ITIL® Foundation and Practitioner Outline

The ITIL® Foundation section of the course covers the following topics:

  • An Introduction to IT Service Management
  • Practicing Service Management 

The IT Service Lifecycle 

  • Service Strategy
  • Service Strategy Processes
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
  • Concepts 
  • Terminology
  • Main Principles and Models
  • Roles
  • Functions 

Processes:

  • Service Level Management 
  • Service Continuity
  • Configuration Management 
  • Release Management 
  • Incident and Problem Management 
  • Technology and Architecture
  • Competencies
  • Service Management Skills

ITIL® Practitioner

This section of the course covers the following topics:

  • ITSM Concepts
  • Service Elements
  • ITSM Principles
  • CSI Approach
  • Metrics & Measurement
  • Communication
  • Organisational Change Management (OCM)
  • OCM Tools
  • OCM Activities
  • Applying the CSI Approach

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.

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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.

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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 

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ITIL® Foundation and Practitioner Exam Information

  • ITIL® Foundation Exam
  • The ITIL® Foundation exam measures knowledge of the basic concepts and principles behind ITIL® and service management.
  • 40 multiple choice questions
  • 60 minutes
  • Pass mark: 65% or 26/40
  • Closed book

ITIL® Practitioner Exam

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

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Service Operation Course Outline

Introduction to Service Operation:

  • Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
  • The functions contained within Service Operations including how they interact to make Service Operations work
  • The processes and service lifecycle phases that Service Operation interfaces with
  • The fundamental aspects of Service Operation and be able to define them

Service Operation Principles:

  • How Service Operation is organized in relation to Functions, Groups, Teams, Department, and divisions.
  • How an organisation can achieve balance when dealing with internal verse external organisational focus, identifying the issues related to organizations who operate at the extremes of these balances
  • What “Operational Health” means, specifically addressing examples of “Self-Healing Systems” and the processes used by them
  • The creation components and implementation of a complete communication strategy to be used with Service Operations

Service Operation Processes:

  • The use of and interaction of each of the five key processes that make up Service Operation
  • The value to the business that each of the Service Operation processes contributes
  • The use of and interaction with all other lifecycle operational activities that contribute to Service Operation

Common Service Operation Activities:

  • The difference between a Technology-Centric and a Business-Centric organisation, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
  • How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organisation

Organising Service Operation:

  • The objective, activities and roles of each of the four functions identified in this unit and how to build a Service Operation model based on these functions
  • Service Operation roles and responsibilities, where and how they are used as well as how a Service Operation organization would be structured to use these roles

Technology Considerations:

  • The technology that supports Service Operation, where and how these can be used
  • The technology required to support each of the Service Operations processes and functions: Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, and Service Desk

Implementation Considerations:

  • Strategies and models for managing Change in Service Operation and how to implement this activity within an organization
  • Implementing Service Operation technologies within a company
  • How to assess and manage risk within a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel

Challenges, Critical Success Factors, and Risks:

  • The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and the details behind how each challenge can be addressed
  • The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for measuring and monitoring Service Operation CSFs

 

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

 

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.

Show moredown

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.

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.

Show moredown

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​

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Service Transition Training Outline

The course covers the following topics:

  • Introduction to Service Transition
  • Service Transition Principles
  • Service Transition Processes:
  • Transition Planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Change Evaluation
  • Knowledge Management
  • Service Transition Related Activities
  • Organising for Service Transition
  • Consideration of Technology

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

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.

Show moredown

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.

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 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.

Show moredown

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

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accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Service Lifecycle - Continual Service Improvement Outline

The course covers the following topics:

  • Introduction to CSI
  • CSI Model
  • Deming Cycle
  • 7 Step Improvement
  • Integration with the Lifecycle
  • Measuring and Reporting
  • Organising for CSI
  • CSI – Technology Considerations
  • Implementing CSI
  • Challenges, Critical Success Factors and Risks

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

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.

Show moredown

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.

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.

Show moredown

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

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Service Lifecycle - Service Design (ITIL® SD) Course Outline

The course covers the following topics:

  • Concepts, Inputs, Outputs, and Activities
  • Principles and Processes
  • Organisational and Technological Issues
  • Interaction With Other Service Lifecycle Processes
  • Roles and Responsibilities
  • How to Measure Service Design
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors, and Risks

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

 

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.

 

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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.

 

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.

Show moredown

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​

 

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Service Strategy Outline

The course covers the following topics:

  • Defining Services and Market Spaces
  • Strategic Assessments
  • Financial Management
  • Service Portfolio Management
  • Demand Management
  • Driving Strategy Through the Lifecycle
  • Critical Success Factors and Risks

 

*The ITIL® Service Strategy exam is taken online.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

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.

Show moredown

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.

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.

Show moredown

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

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Service Lifecycle - Managing Across The Lifecycle (ITIL® MALC) Course Outline

The following are the aims and objectives of the ITIL® MALC course:

  • Key Concepts of the Service Lifecycle
  • Communication & Stakeholder Management
  • Integrating Service Management Processes Across the Lifecycle
  • Managing Services Across the Lifecycle
  • Challenges, Critical Success Factors and Risks of Service Lifecycle Stages
  • Governance, Roles, People, Competence and the Organization
  • Measurement
  • Implementing and Improving Service Capability

 

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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

 

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.

Show moredown

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.

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

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.

Show moredown

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

 

 

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Service Capability - Service Offerings & Agreements (ITIL® SOA) Course Outline

This course will cover the following content:

  • Introduction to Service Offerings and Agreements
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Management
  • SOA: Key Roles
  • Service Design Technology Considerations
  • Service Offerings & Agreements: Summary

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

 

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.

Show moredown

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.

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.

 

Show moredown

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

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Release, Control and Validation Training Outline

The course covers the following topics:

  • Transition, Planning and Support
  • RCV Objectives
  • Service Asset and Configuration Management
  • Knowledge Management
  • Change Management
  • Release and Deployment
  • Service Validation and Testing
  • Change Evaluation
  • Request Fulfilment
  • Technology
  • Transition and Operation

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

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.

Show moredown

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.

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.

Show moredown

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​

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Service Capability - Planning, Protection, and Optimisation Training Outline

The course covers the following topics:

  • Service Management as a Practice
  • PPO Processes
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management
  • Challenges, Risks and CSFs
  • Roles and Responsibilities
  • Service Management Tools and Technology
  • Implementation and Improvement Considerations

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

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.

Show moredown

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.

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.

 

Show moredown

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

Show moredown

accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Please note Axelos will be retiring this course on the 31st of December 2020

ITIL® Operational Support and Analysis Training Outline

The course covers the following topics:

  • Introduction to OSA
  • Service Operations
  • OSA Processes and Functions
  • Events Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Operations Functions
  • Common Service Operations Activities
  • Organisational Structures
  • Technology and Implementation Considerations
  • Implementing Service Operation

*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:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

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.

Show moredown

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.

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.

Show moredown

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

Show moredown

Online Instructor-led (1 days)

Online Self-paced (8 hours)

Root Cause Analysis Course Outline

  • Introduction to Root Cause Analysis
    • What is Root Cause Analysis?
    • The Advantages of Root Cause Analysis
  • Root Cause Analysis Methodologies
    • Events and Causal Factor Analysis
    • Change Analysis
    • Barrier Analysis
    • Cause and Effect
    • Fault Tree Analysis
    • Causal Tree Analysis
    • Management Oversight and Risk Tree Analysis
    • Kepner-Tregor Solving and Decision Making 

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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) 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.

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What’s Included in this Root Causes Analysis Training?

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

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accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® Overview Course  Outline

This one-day intensive course shall provide an overview of ITIL®. Below are the aims and objectives of the course:

  • Introduction to Information Technology Infrastructure Library (ITIL®)
  • The Principles of ITIL®
  • Definitions and Terminology
  • ITIL Lifecycle Service Operation
  • ITIL Lifecycle Service Design
  • ITIL Lifecycle Service Strategy
  • ITIL Lifecycle Continual Service Improvement
  • ITIL Lifecycle Service Transition

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Who should attend this ITIL Training Course?

The ITIL® overview course is especially beneficial to anybody involved in IT service management, who wants an introduction to this IT Service Management Methodology.

Prerequisites

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 

ITIL® Overview Course Overview

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.

 

 

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What's included in this ITIL Training Course?

The following is included in this course:

  • The Knowledge Academy ITIL® Overview Manual
  • Experienced ITIL® Instructor
  • Certificate
  • Refreshments
  • ITIL Exam

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accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

Official Axelos ITIL® 4 Foundation Exam

ITIL® 4 Foundation Exam Resit Outline

The ITIL 4 Foundation exam has the following outcomes:

  • Understand the key concepts of service management
  • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • Understand the four dimensions of service management
  • Understand the purpose and components of the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Know the purpose and key terms of 15 ITIL practices
  • Understand 7 ITIL practices

ITIL® 4 Classroom Exam Information

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:

  • Photo ID (a passport or driving licence)
  • 2 pencils
  • Eraser
  • Sharpener 

ITIL® 4 Online Exam Information

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:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of 512/512 kbps (up/down)
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate.

You will also need to present a photo ID to verify your identity before the exam.

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Who should attend this ITIL® 4 Training Course?

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.

ITIL® 4 Foundation Exam Resit Prerequisites

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.

ITIL® 4 Foundation Exam Resit Course Overview

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.

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What's included in this ITIL® 4 Training Course?

  • ITIL 4 Foundation Examination
  • PDUs
  • Certificate

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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: Multiple Choice
  • Duration: 60 Minutes
  • Open Book: No
  • Total Questions: 40
  • Pass Mark: 26/40

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accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (15 days)

Online Self-paced (120 hours)

How does The ITIL® Expert Bundle work?

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:

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

Benefits of completing the ITIL® Expert Bundle:

  • Flexibility - You will be able to complete this ITIL® Expert Bundle over 12 months.
  • Huge Discount, Save up to 60% - You will be awarded a discount on every course that is included in this Bundle.
  • Career Boost - Become an Expert in your field after choosing and completing the perfect path for you.

 

 

ITIL® Expert Training Outline

ITIL® Expert consists of the following courses:

ITIL® Foundation (Optional)

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.

ITIL® Practitioner (Optional)

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

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: 

ITIL® Managing Across the Lifecycle

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

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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.

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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 

 

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Online Instructor-led (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:

  • Digital organisation
  • High-velocity IT
  • Digital transformation
  • IT transformation
  • Digital product
  • Digital technology

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:

  • Valuable investments – strategically innovative and effective application of IT
  • Fast development - quick realisation and delivery of IT services and IT-related products
  • Resilient operations - highly resilient IT services and IT-related products
  • Co-created value - effective interactions between service provider and consumer
  • Assured conformance - to governance, risk and compliance (GRC) requirements

2. Understand the digital product lifecycle in terms of the ITIL ‘operating model’

2.1 Understand how high-velocity IT relates to:

  • The four dimensions of service management
  • The ITIL service value system
  • The service value chain
  • The digital product lifecycle

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:

  • Ethics
  • Safety culture
  • Lean culture
  • Toyota Kata
  • Lean / Agile / resilient / continuous
  • Service-dominant logic
  • Design thinking
  • Complexity thinking

3.2 Know how to use the following principles, models and concepts:

  • Ethics
  • Safety culture
  • Lean culture
  • Toyota Kata
  • Lean / Agile / resilient / continuous
  • Service-dominant logic
  • Design thinking
  • Complexity thinking
  • How the above contribute to:
  • Help get customers’ jobs done
  • Trust and be trusted
  • Continually raise the bar
  • Accept ambiguity and uncertainty
  • Commit to continual learning

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

  • Portfolio management
  • Relationship management

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

  • Architecture management
  • Business analysis
  • Deployment management
  • Service validation and testing
  • Software development and management

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

  • Availability management
  • Capacity and performance management
  • Monitoring and event management
  • Problem management
  • Service continuity management
  • Infrastructure and platform management

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

  • Relationship management
  • Service design
  • Service desk

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

  • Information security management
  • Risk management

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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:

  • 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

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  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor
  • Refreshments

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accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

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

Module 1: ITIL Guiding Principles in Digital and IT Strategy

  • ITIL Guiding Principles to All Aspects of Digital and IT Strategy
    • Focus on Value
    • Start Where You Are
    • Progress Iteratively with Feedback
    • Collaborate and Promote Visibility
    • Think and Work Holistically
    • Keep It Simple and Practical
    • Optimise and Automate

Module 2: Leverage Digital Strategy to React to Digital Disruption

  • Digital Technology
  • Digital Business
  • Digital Organisation
  • Digitisation
  • Digital Transformation
  • Business Strategy and Business Models
  • Digital and IT Strategy
  • Products
  • Services
  • Relationship Between Digital, IT Strategy and Components of ITIL SVS.

Module 3: Relationship between Concepts of Digital and IT Strategy, Service     Value System and Service Value Chain

  • Environmental Analysis
    • External Analysis: PESTLE
    • Internal Analysis: Four Dimensions of Service Management

Module 4: How an Organisation Uses Digital and IT Strategy to Remain Viable in Environments

  • How an Organisation’s Viability is Related to Agile, Resilient, Lean, Continuous and Co-Creational it is
  • How to Analyse the VUCA Factors and Address them in a Digital and IT Strategy
  • Explain and Compare Three Levels of Digital Disruption:
    • Ecosystem
    • Industry/Market
    • Organisational
  • Organisation’s Position in a Particular Market or Industry
  • Influenced factors:
    • Achieving Customer/Market Relevance
    • Achieving Operational Excellence
    • Internal and External Focus
    • Balanced Approach
  • Digital Positioning Tool to Determine Appropriate Position for a Digital Organisation

Module 5: Strategic Approaches by Digital and IT to Achieve Customer/Market Relevance and Operational Excellence

  • How to Apply Approaches to Achieve Customer/Market Relevance:
    • Customer Journeys
    • Omnichannel Delivery and Support
    • Context-Sensitive Delivery and Support
    • Customer Analytics
    • Customer Feedback and 360° Approaches
  • How to Achieve Operational Excellence in the Four Dimensions of Service Management
  • Understand the Financial Aspects of Digital and IT Strategy in Terms of the Following:
    • Financial Policies
    • Portfolio Optimisation
    • Funding Projects, Products and Services
    • Balancing Cost of Innovation and Operation
    • Charging Models
  • Assess Strategic Approaches for Digital Organisations

Module 6: Risks and Opportunities of Digital and IT Strategy

  • Concept of Risk Management in the Context of a Digital Organisation
  • Context of Digital and IT Strategy
    • Identify Risk
    • Assess Risk
  • Concept of Risk Posture and Show How to Determine an Acceptable Balance Between Opportunity and Risk
  • Explain the Concept of Innovation, Including its Key Elements and Techniques
  • Apply Techniques to Develop and Maintain a Culture of Innovation

Module 7: Steps and Techniques Involved in Defining and Advocating for Digital and IT Strategy

  • How to Use Digital Readiness Assessment to Perform Gap Analysis Between an Organisation’s Current and Desired Positions Approaches for Scraping Data from Dynamic Websites
  • How to Define and Communicate a Vision and a Strategy
  • How to Use Business Cases to Advocate for a Digital and IT Strategy

Module 8: Implementation of a Digital and IT Strategy

  • How to Define Operating Models for Digital Organisations
  • Major Skills Required of Leaders in Digital Organisation
  • Apply Approaches to Strategy Coordination and Implementation:
    • Large-Scale Transformation
    • Incremental Transformation
    • Mergers and Acquisitions
    • Individual Changes
  • Approaches to POMs (Parallel Operating Models)
  • How to Assess Success of a Digital and IT Strategy
  • Typical Activities of a Digital Transformation Programme

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Prerequisites 

In this ITIL® 4 Strategic Leader: Digital and IT Strategy course, there are no formal prerequisites.

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 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:

  • 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.

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

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accredited by

BCS Accredited Provider (BCS), on behalf of BCS

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Official BCS Specialist Certificate in Problem Management Exam

BCS Specialist Certificate in Problem Management Course Outline

  1. Module: Introduction to Problem Management.
    1. The history of IT Service Management.
    2. An introduction to IT Service Management.
    3. The goals and objectives of the problem management process.

 

  1. Module: Problem Management related processes, based on industry best practices.
    1. Problem Management concepts and principles.
    2. The how – ITIL and its application to problem management.
    3. A generic problem management process.
    4. The what – the requirements of the ISO/IEC 2000 standard.

 

  1. Module: Tools, methods and techniques.
    1. Awareness, knowledge and use of problem management support tools and techniques.

 

  1. Module: Problem Management roles and responsibilities.
    1. Skills framework for the information age and its use in defining problem management roles
    2. ITIL and its use in defining problem management roles.

 

  1. Module: Control, measurements and reporting activities.
    1. COBIT and its application to problem management.
    2. The preparation of problem management reports for dissemination.

 

  1. Module: Analysis of reports, statistics and trends.
    1.  The analysis of reports, statistics and reports, identifying trends.

 

  1. Module: Interfaces and Dependencies.
    1. Incident Management.
    2. Service Level Management.
    3. Request fulfilment.
    4. Change and release management.

 

  1. Module: Planning, improvements and implementation.
    1. Provide an overview of the planning, implementation and continual improvement of Problem Management.

 

  1. Mock Examination

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Who should attend this BCS Problem Management Training Course?

This BCS Specialist Certificate in Problem Management training course is aimed at those working or preparing to work within a problem management process whether at a technical, operating, supervisory or managerial level.

  • Individuals who require a working knowledge of the industry best practices used in problem management and how it may be used to enhance the quality of IT Service management within an organisation.
  • IT professionals who are working within an organisation, which has adopted and adapted some of these practices and required to deliver or improve problem management.

BCS Specialist Certificate in Problem Management Prerequisites

Delegates must hold the Foundation Certificate in IT Service Management (ITIL®Foundation) and it is also recommended to have a minimum of one year’s experience in an IT service management environment or a number of years’ experience in a specialist service management discipline.

BCS Specialist Certificate in Problem Management Course Overview

The Knowledge Academy’s 3 day BCS Specialist Certificate in Problem Management training course reflects the general best practices currently in use in IT Service Management and problem management. During this course, delegates will gain an understanding of the best practices, frameworks and guidelines.

This course will provide delegates with an understanding of the principles and practical experience of using industry best practices involved in operating, monitoring, reporting, implementing, planning and improving the management of problems.

BCS Specialist Certificate in Problem Management Learning Objectives:

  • Learn how to explain the goal and objectives of problem management.
  • Gain an understanding of how to explain the processes, roles and functions, especially those related to problem management.
  • Enhance your knowledge of how to use the different approaches to, and application of, standards, industry best practices frameworks and guidelines, relevant to problem management.
  • Learn how to develop and improve the customer and business focus of problem management.

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What's included in this Problem Management Training Course

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

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BCS Specialist Certificate in Problem Management Exam Information

Please note the exam for this course will retire on the 23rd of December 2020. In order to take this exam, you must book this course before the 14th of December 2020.

This BCS Specialist Certificate in Problem Management training enables you to gain the correct knowledge to pass the Problem Management exam, which is included in the course fee.

  • 90 Minute 'Closed Book'
  • 25 Multiple Choice Questions
  • Pass Mark is 64% (16/25)

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accredited by

BCS Accredited Provider (BCS), on behalf of BCS

Online Instructor-led (3 days)

Online Self-paced (24 hours)

Official BCS Specialist Certificate in Service Desk and Incident Management Exam

BCS Specialist Certificate in Service Desk and Incident Management Course Outline

  1. Module: The History of IT Service Management
    1. An introduction to IT Service Management
    2. The goal and objectives of the service desk function

 

  1. Module: Service desk function and incident management process; best Practices
    1. Service desk and incident management concepts and principles
    2. The how – ITIL and its applications to Service desk and incident management
    3. A generic incident management process

 

  1. Module: Tools, methods and techniques
    1. Awareness, knowledge and use of service desk and incident management support tools and techniques

 

  1. Module: Service desk and incident management roles and responsibilities
    1. Skills Framework for the information age and it’s use with defining service desk and incident management roles
    2. ITIL and its use in defining service desk and incident management roles

 

  1. Module: Control, measurements and reporting activities
    1. COBIT and its applications to service desk and incident management
    2. The preparation of service desk and incident management reports for dissemination

 

  1. Module: Analysis of reports, statistics and trends
    1. The analysis of reports, statistics and reports, identifying trends

 

  1. Module: Planning, improvements and implantation
    1. Provide delegates with an overview of the planning, implementation and continual improvement of service desk and incident management

 

  1. Mock Examination

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Who should attend this BCS Specialist Service Desk and Incident Management Course?

This BCS Specialist Service Desk and Incident Management training course has been designed for those who are working or preparing to work in a service desk function and/or with an incident management process.

  • Individuals who require a working knowledge of the industry best practice used in Service Desk and Incident Management and how it may be used to enhance the quality of IT Service Management within an organisation
  • IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve Service desk and incident management within an ongoing service improvement program

BCS Specialist Certificate in Service Desk and Incident Management Prerequisites

Foundation Certificate in IT Service Management and it is recommended to have a minimum of one year’s experience in an IT service management environment or a number of years’ experience in a specialist service management discipline.

BCS Specialist Certificate in Service Desk and Incident Management Course

The Knowledge Academy’s 3 day BCS Specialist Certificate in Service Desk and Incident Management course reflects the general industry best practices currently in use in the IT Service Management and particularly service desk and incident management.

BCS Specialist Certificate in Service Desk and Incident Management Learning objectives:

  • To be able to explain the goal and objectives of the service desk
  • To be able to explain the goal and objectives of incident management
  • Learn how to use the different approaches to, applications of, standards, industry best practice frameworks and guidelines, relevant to service desk and incident management
  • Enhance your knowledge on how to use and apply the incident management process to manage the resolution of incidents by the service desk and all other areas of IT
  • Gain an understanding of how to develop and agree on incident categories and priorities in collaboration with the relevant stakeholders

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What's included in this Service Desk and Incident Management Course?

  • Service Desk and Incident Management Exam
  • Delegate pack consisting of course notes and exercises
  • Experienced Instructor
  • Refreshments

 

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BCS Specialist Certificate in Service Desk and Incident Management Exam Information

Please note the exam for this course will retire on the 23rd of December 2020.

BCS Specialist Certificate in Service Desk and Incident Management exam format:

  • 90 minute ‘closed book’
  • 25 Multiple choice questions
  • Pass mark is 64% (16/25)

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accredited by

BCS Accredited Provider (BCS), on behalf of BCS

Online Instructor-led (3 days)

Online Self-paced (24 hours)

OfficialBCS Specialist Certificate in Service Level Management Exam

BCS Specialist Certificate in Service Level Management Course Outline

  1. Module: Introduction to Service Level Management
    1. The History of IT Service Management
    2. An introduction to IT Service Management in general
    3. The goal and objectives of service level management

 

  1. Module: Service level management process, based on industry best practice
    1. Service level concepts and principles
    2. The How – ITIL and its application to service level management
    3. A generic service level management process

 

  1. Module: Tools, methods and techniques
    1. Awareness, knowledge and use of Service Level Management support tools and techniques

 

  1. Module: Service level management roles and responsibilities
    1. Skills Framework for the information age and its use with defining Service Level Management roles
    2. ITIL and its use in defining service level management roles

 

  1. Module: Control, measurements and reporting activities
    1. COBIT and its application to service level management
    2. Preparation of service level management reports for dissemination

 

  1. Module: Analysis of service reports, availability reports and operational reports
    1. The analysis of reports, statistics and reports, identifying trends

 

  1. Module: Planning, improvements and implantation
    1. Provide delegates with an overview of the planning, implantation and continual improvement of service level management

 

  1. Mock Examination

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Who should attend this BCS Specialist Training Course?

This course has been designed for those working or preparing to work in a service level management role, and/or within a service level management process whether at a technical, operational, supervisory or managerial level.

BCS Specialist Certificate in Service Level Management Prerequisites

This course is open to anyone, however, if you’re looking to take the exam you must have the following;

  • Delegates must hold the Foundation Certificate in IT Service Management (ITIL® Foundation)
  • It is recommended to have a minimum of one year’s experience in an IT Service Management environment or a number of years’ experience in a specialist service management discipline.

BCS Specialist Certificate in Service Level Management Course Overview

The Knowledge Academy’s 3-day BCS Specialist Certificate in Service Level Management training course reflects the general industry best practice currently in use in IT Service Management and particularly Service Level Management.

This course will provide delegates with an understanding of the principles of, and practical experience, of using best practice involved in the compilation of a service catalogue, identification of service level requirements, construction of service level agreements.  

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What's included in this BCS Specialist Certificate in Service Level Management Training Course?

  • BCS Specialist Exam
  • Delegate pack consisting of course notes and exercises
  • Experienced Instructor
  • Refreshments

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BCS Specialist Certificate in Service Level Management Exam information

Please note the exam for this course will retire on the 23rd of December 2020. In order to take this exam, you must book this course before the 14th of December 2020.

  • 90 Minute ‘closed book’
  • 25 multiple choice questions
  • Pass mark 64% (16/25)

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Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Foundation Bridge Training Course Outline

The course covers the following topics:

  • The key concepts of service management
  • IT service management definitions
  • The seven guiding principles
  • The four dimensions of service management
  • The ITIL service value system
  • The service value chain and its elements
  • 18 key ITIL practices

 

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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 optimised 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.

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What's Included in this Training Course

  • Certificate
  • Experienced ITIL instructor​

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accredited by

ITIL (PeopleCert), on behalf of Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® 4 Managing Professional Transition Module Exam

ITIL® 4 Managing Professional Transition Module Course Outline

This course covers the following topics:

  • ITIL® 4’s service value system model and its 34 practices compared to ITIL® v3
  • The service value chain
  • Seven guiding principles
  • Four business dimensions
  • Governance
  • Continual improvement
  • Key concepts from the three ITIL® Managing Professional Transition modules: Create, Deliver & Support; Drive Stakeholder Value and High Velocity IT

 

The course has these learning outcomes:

  • Understand the key concepts of service management
  • Understand how the ITIL guiding principles can help an organization to adopt and adapt service management
  • Understand the four dimensions of service management
  • Understand the purpose and components of the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Understand how to plan and build a service value stream to create, deliver, and support services
  • Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services
  • Understand how customer journeys are designed
  • Know how to shape demand and define service offerings
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Know how to realize and validate service value
  • Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
  • Understand the digital product lifecycle in terms of the ITIL ‘operating model’
  • Understand the importance of the ITIL guiding principles and other fundamental concepts for delivering high velocity IT
  • Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context
  • Understand the role of GRC and know how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction planning and improvement

 

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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 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.

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.

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What's Included?

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

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ITIL® 4 Managing Professional Transition Module Exam

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

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Not sure which course to choose?

Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +44 1344 203999 or Enquire.

What our customers are saying

Frequently asked questions

FAQ's

Yes, our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.
Yes, our courses are available all over the world in 196 countries, and our ITIL® online courses and virtual training can be accessed anywhere.
That depends on the certification you choose. Course durations are as follows; ITIL® Foundation - 2 days, ITIL® Practitioner - 2 days, ITIL® Service Lifecycle - 3 days, ITIL® Service Strategy - 5 days, and ITIL® MALC – 5 days.
If you are convinced you have gone as far as you’d like to go with ITIL®, there are a number of options for what to study next. If you’d like to enter the world of project management, you could study PRINCE2® Foundation. As ITIL® and PRINCE2® are both AXELOS products, they complement each other and are designed to work together. In larger organisations and at the enterprise level, COBIT is a good complement to ITIL® because it provides a structure for effective IT governance with a broader scope of coverage. DevOps and ITIL® is also a combination worth looking at. The two approaches, although quite different in some ways, both seek to deliver the same goal: value to the business by focusing on the customer.
As an AXELOS ATO (Accredited Training Organisation) and Strategic Partner, all our ITIL® courses include the relevant examinations as part of the fee.
ITIL® 4 Foundation has no prerequisite, but every certification afterwards does. ITIL® Practitioner and the ITIL® Intermediates have a prerequisite of ITIL® Foundation. Those taking the ITIL® MALC exam must hold ITIL® Foundation certification and have gained 17 credits throughout the ITIL® scheme by studying ITIL® Foundation and a selection of ITIL® Intermediate qualifications.
Please see our ITIL® Training courses available in Philippines
The Knowledge Academy is the Leading global training provider in the world for ITIL® Training.
The price for ITIL® Training certification in Philippines starts from $1409.

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"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

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell