ITIL

Axelos’ ITIL Training

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Information Technology Infrastructure Library (ITIL)

ITIL vs PMP

ITIL is the respected body of knowledge and best practices for IT services management.

Owned by AXELOS, ITIL is the product of corroboration between the UK Cabinet Office (government) and Capita. These two entities combined their respective knowledge to create the concepts behind ITIL.

ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth and is a professionally-recognized certification scheme, which provides comprehensive, practical and proven guidance for businesses using IT-enabled services.

ITIL has also provided IT organizations with a common language to support meaningful communication across departments, organizations and geographies, resulting in increased effectiveness and efficiency. Having everyone on the same page and focused on what is important to the business helps drive increased value for money from IT as well as quicker accomplishment of the organization’s strategic goals and objectives.

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ITIL4 Foundations

  • ITIL experts teach every class: they are not just ITIL certified instructors, they are true ITIL “gurus”
  • Classes include instruction, courseware, exercises, practice exam, AND certification exam!
  • Our courseware has the highest pass rate of all the official ITIL courseware we evaluated
  • AND the proof is in the results: our instructors achieved for our students a pass rate of 95% for ITIL Foundation (as of 2017) – this is 5% above industry standards for all other ITIL classes!
ITIL 4 Foundations Class Details Expand

The ITIL® 4 Foundations Certification training class is a great way for people in both the Business and IT to discover and understand best practices in IT service management lifecycle.

During the class you identify how these best practices can be used to help the IT organization better align its practices, processes, products and services to meet the needs of its customers. Foundation class attendees learn how IT can help support the business by enabling value co-creation through well-defined product and service offerings.

ITIL concepts provide a framework of how to support business outcomes, enable business change, manage cost and risk in line with business needs, optimize customer experiences, show value, and continuously improve. The ITIL Foundation class helps students understand ITIL terminology, processes, and the service lifecycle stages.

ITIL covers five core disciplines:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

The ITIL 4 Foundation certification training class helps you learn about, and apply, the best practice framework.

None.

This class is open to anyone of any experience level within IT. There are no minimum experience or educational requirements. Everyone in IT or anyone who is interested in getting into IT is encouraged to participate.

The class is open to anyone and is typically targeted to individuals at the start of their journey in service management: ITSM Managers and aspiring ITSM Managers; individuals working in other parts of IT with strong influence in service delivery; and existing ITIL qualification holders wishing to update their knowledge.

3 days

Section 1: Introduction
IT Service Management in a Modern World
  • History of ITIL
  • Purpose of ITIL
  • Key Characteristics of ITIL 4
  • Benefits of ITIL
Section 2: Key Concepts of Service Management
Key Concepts
  • Value and value co-creation
  • Organizations and stakeholders
  • Products and services
  • Service offerings
  • Service relationships
  • Service relationship management
  • Various aspects that contribute to value
  • Outputs and outcomes
  • Cost
  • Risk
  • Utility and Warranty of a service
Section 3: The Four Dimensions of Service Management
Discussion of the Four Dimensions
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors
Section 4: ITIL Service Value System
Service Value System Overview
  • What is a system
  • Opportunity and demand
  • ITIL Guiding Principles
  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate
  • Governance
  • Service Value Chain
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain/Build
  • Deliver and Support
  • Continual Improvement
  • Steps of the continual improvement model
  • Practices
  • Value
Section 5: ITIL Management Practices
Overview of Practice Groups
  • General management practices
    • Architecture management
    • Continual improvement
    • Information security management
    • Relationship management
    • Supplier management
  • Service management practices
    • Availability management
    • Capacity and performance management
    • Change control
    • Incident management
    • IT asset management
    • Monitoring and event management
    • Problem management
    • Release management
    • Service configuration management
    • Service continuity management
    • Service design
    • Service desk
    • Service level management
    • Service request fulfillment
  • Technical management practices
    • Deployment management

Upon completing this class, students be well positioned to successfully complete the associated ITIL exam.

• Exam is included as part of the class
• Closed book
• 40 multiple choice questions
• 60 minutes
• Pass score is 65% (26/40)

Upon success in the ITIL Foundation exam, the student will achieve the ITIL 4 Foundation certification designation.

click for an ITIL4 Foundations class prevew

Identify, Define, and Value Services 

Many learners and IT professionals attend courses in IT service management, such as the ITIL Foundations course, and become excited with the possibility of using some of the best practices discussed in class in their organization. They learn about what services are, why they are important, how organizations can organize themselves to efficiently, and effectively, provision services for their consumers, and even learn about several of the practice areas that are required per the ITIL Foundation exam syllabus.

This is great information however, they don’t learn how to actually go about the business of identifying services in an organization, defining the service and service offerings, and explaining how a service enables value co-creation for its stakeholders. This course explores an easy-to-follow method for doing just that.

If you or your organization has attempted to define the services they offer and have found that they hit a wall, this course is for you!

Change Mangement

This is a custom training class offered by the same Best Practice genius that brought you ITIL4 Foundations!

Change Management is both a practice and a process used by IT organizations to identify and manage risks associated with the addition, modification, or removal of anything that could impact an IT service.

The benefit of this practice is that it helps maximize the value of change and, at the same time, maintain stable infrastructure while making changes quickly. Someone could say that the business would consider an IT organization a strategic partner ‘if it had the ability to quickly implement changes to IT services without negatively impacting customers and users’. The ability to quickly develop and implement new or changed services for its customers gives the business a substantial competitive advantage.

Although it is elementary to understand the need for modern IT service providers follow a detailed process when requesting and reviewing change, many IT organizations find themselves unable to keep up with the volume of changes requested. This leads to the practice spending less time on essential changes. Some organizations change management practices devolves into nothing more than box-checking. This creates no real benefit for the customers and users of a service as the success of individual changes are then left to chance.

Our custom class removes all of the mystery around this practice and goes much deeper into ‘a day in a change manager’s life’. In addition to what a change manager would do, we look HOW to do it. This course is based loosely on many of the principles and practices found in the Information Technology Infrastructure Library (ITIL). The ITIL framework has also provided thousands of IT organizations a common language to support meaningful communication across departments, organizations, and geographies, often resulting in increased effectiveness and efficiency.

A benefit of having everyone in the IT organization speaking the same language and following a standard approach when managing change is that it enables better communication between various silos or departments in the IT organization. Having a common frame of reference helps provide an increased focus on what is important to the business. This focus helps drive increased value for money from IT.

During the class we identify how change management and other processes/practices in the ITIL framework can be used in unison to help the IT organization better identify and manage risks with making change, use best practices to address identified risk, and reduce the number of change related incidents over time.

Change Management – Class Outline Expand

The change management practice is one of the most important yet most misunderstood and misapplied practices in service management. Change management can either enable a business’s success or be the cause of its failure. Organizations have struggled to effectively manage change to IT infrastructure and services for as long computers have been around. Frequently, major IT initiatives run over budget, take longer than expected to implement, or don’t deliver the business’s functionality.

This leads to frustration in the customer and user communities, which, if left unaddressed, can destroy the reputation of the IT organization and potentially lead to the wholesale outsourcing of IT.

Many organizations mistakenly believe that if they gather a group of technical resources in a room to discuss a requested change just before its implemented, they will somehow protect the business and its consumers from any adverse consequences of that change. Nothing could be further from the truth. If you are only talking about a change with stakeholders just before you want to change things in the production environment, it’s too late. You have already lost.

To manage change effectively, there must be a change management practice established enterprise-wide. It needs to be implemented and embraced by everyone in the IT organization and become part of the culture. To help organizations understand what this practice should look like and what to consider when trying to modify the culture of your IT organization to accept the new ways of thinking and working when managing change, we have created an in-depth training program.

To have previously attended ITIL4 Foundations class.

This follow-on class will help hone the skillset you gained in the ITIL4 Foundations training class.

  • Change Managers
  • Change Analysts
  • Service Owners
  • Practice/Process Owners
  • Project Managers
  • Release Managers
  • Deployment Managers
  • Configuration Managers
  • Anyone who wants to understand best practices in the field of Change Management

2 days

Virtual only

(No in-person options are available at thie time)

To help you successfully create your change management practice, we share best practices with you in our workshop.  We take you through all of the key elements of developing and managing a change management practice, including instruction and exercises on:

  • Purpose, Goals, and Objectives of Change Management
  • Policies associated with managing change
  • Change management process activities, inputs, outputs, and inter-process relationships
  • Key activities of change management
  • Elements that support the management of change such as change models, the change management process, the change authorities, the change advisory board, and structured change reviews
  • Review of the roles and responsibilities within the change management practice
  • How to successfully manage different change types balancing both stability and agility
  • How to monitor and report on the change management practices performance
  • How to use data and information collected about change management to improve the efficiency and effectiveness of the practice over time

In addition to the instruction and interaction in class, you will also receive:

  • An electronic copy of the course manual
  • Template for a change management policy
  • Template for change management role descriptions
  • Templates for change agendas
  • Access to the recorded training session for 90 days after the completion of the course

There is no exam associated with this class. This class is offered on a “knowledge only” basis.

click for a Change Management class prevew

See the table below for class dates:

Reviews

“Angel was very engaging and took what could have been a ‘dry’ topic and made it relatable and interesting with her real world examples and energy level. She was excellent at taking the pulse of the class to ensure we understood the material, and gave many opportunities to ask questions or get clarifications” Stefanie P.

“Extremely helpful in understanding the true core topics and fundamental components of ITIL Foundation, made associating processes, definitions, stages, and more, much easier to connect the dots.” George S.

“Spoke clearly and gave excellant direction on how to cover material. Provided real world examples in order to contrast ‘testable material’ vs. actual work experience.” Ben N.

“The Instructor is amazing at relating to real-world and really helping to catch the main idea and how it would be used.” Yun L.

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“With the knowledge I gained from NC-Expert training, I scored highly on my exam. The information I learned will be very useful in helping design and support the wireless networks used by my customers. I will be back for my next class!”

“Without doubt, this class has been an excellent use of my time!”

“This was one of the best trainings I have taken.
I like the way the course was structured and how engaging the labs were.”

“I took an online course. It was as effective as being in the classroom.
Outstanding class!” 

“It was great! The instructor was really knowledgeable and professional.”

“I wouldn’t trust anyone else to train me!”