ITIL® Classroom Courses

Every member of the IT department has a role to play in the provision of IT services to their customers. This responsibility is more acceptable if the staff acknowledge the disciplines of service management and fully appreciate why they have been implemented.

ITIL® has been around since the late 1980’s – back then it was focused on mainframe service management but it has been completely updated and rewritten to be appropriate for the PC/server environments that we use today. ITIL provides guidance for IT Service Management and industry recognized qualifications that demonstrate knowledge and experience in this subject.

The next date for the ITIL courses are shown below. Select the course you are interested in, view all course dates and make an online booking.

2008 course schedule

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Browse the ITIL course dates below and either book online or contact us for further information.

ITIL v2 Foundation Certificate Course Outline

ITIL v2 Overview Course Outline

The ITIL® Manager’s Certificate course is intended for people with at least five years relevant IT experience. Examination candidates must hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 of ITIL® best practice, before attending the course. Service Management who may be new to the role or may already have experience in this function. Delegates will learn about the internationally recognised best practice concepts of the IT Infrastructure Library (ITIL®) and the benefits that can be gained by adopting the processes. The examination consists of two 3 hour closed book essay style exam based on case studies, 1 each for Service Support and Service Delivery. The examinations are delivered over the course of 2 days. The maximum number of points awarded is 100, with a required pass rate of 50% in BOTH exams. If one exam is failed, it can be retaken separately. Costs shown exclude the £135 exam fee.

All delegates receive an ITIL Learning Support Pack.

ITIL Managers Certificate - Service Delivery Course Outline

The ITIL® Manager’s Certificate course is intended for people with at least five years relevant IT experience. Examination candidates must hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 of ITIL© best practice, before attending the course. Service Management may be new to the role or may already have experience in this function. Delegates will learn about the internationally recognised best practice concepts of the IT Infrastructure Library (ITIL®) and the benefits that can be gained by adopting the processes. The examination consists of two 3 hour closed book essay style exam based on case studies, 1 each for Service Support and Service Delivery. The examinations are delivered over the course of 2 days. The maximum number of points awarded is 100, with a required pass rate of 50% in BOTH exams. If one exam is failed, it can be retaken separately.

ITIL Managers Certificate - Exam Review Day Course Outline

The ITIL® Manager’s Certificate course is intended for people with at least five years relevant IT experience. Examination candidates must hold the Foundation Certificate in IT Service Management. Holders of the Foundation Certificate in ITSM gained before August 2001 will need to update their knowledge to Version 2 of ITIL® best practice, before attending the course. Delegates will learn about the internationally recognised best practice concepts of the IT Infrastructure Library (ITIL®) and the benefits that can be gained by adopting the processes. The examination consists of two 3 hour closed book essay style exam based on case studies, 1 each for Service Support and Service Delivery. The examinations are delivered over the course of 2 days. The maximum number of points awarded is 100, with a required pass rate of 50% in BOTH exams. If one exam is failed, it can be retaken separately. Costs shown exclude the £135 exam fee.

All delegates receive an ITIL Learning Support Pack.

ITIL Managers Certificate - Service Support Course Outline

The Change Management process offers a means to control all changes in order to reduce the adverse impact of change related incidents. This approach ensures that risk assessment, business impact and approval are all considered prior to any change implementation. Change Management provides a mechanism to control and manage the initiation, implementation and review of proposed changes to the operational IT Infrastructure.

All delegates receive an ITIL Learning Support Pack.

ITIL Change Management Practitioner Course Outline

Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of configuration items in existence.

All delegates receive an ITIL Learning Support Pack.

ITIL Configuration Management Practitioner Course Outline

Whilst most IT sites have an incident handling function in place (the Service Desk), most organisations today still pay ‘lip service’ to the Problem Management process – fixing incidents rather than the problem. Organisations need to be guided in a systematic and disciplined approach to problems affecting their IT services. For the efficiency and effectiveness of their business, it is important that any recurring failure trends are kept to a minimum, and identified, diagnosed and controlled.

All delegates receive an ITIL Learning Support Pack.

ITIL Problem Management Practitioner Course Outline

The Service Desk forms the main day-to-day interface between IT Services and its customers, and is responsible for creating a good image about the quality and availability of services. It provides a single point of contact for customers, thereby improving service quality and assists in managing customer expectation. The Service Desk will utilise the Incident management process to restore service following an interruption, thereby reducing the adverse impact on the business and maintaining a high level of service quality.

All delegates receive an ITIL Learning Support Pack.

ITIL Service Desk and Incident Practitioner Course Outline

Many IT professionals responsible for managing service levels make the mistake of focusing on a document – Service Level Agreement – and not the process of Service Level Management. In this course learn what the difference is and how to successfully implement and manage relationships between IT, your ‘customers’ and your ‘suppliers'.

All delegates receive an ITIL Learning Support Pack.

ITIL Service Level Management Practitioner Course Outline

Not sure which course is best for you? Call one of our training advisors on Tel: +44(0)1270-611600

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