ITIL Training

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

With its IP 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 Services 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.

(Note: In 2021, Axelos was subsequently acquired by PeopleCert.)

Change Management Training

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.