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The Information Technology Infrastructure Library (ITIL®) is a consistent and complete set of best practices and documentation describing an approach to IT Service Management. Adopting ITIL provides organizations with the means to become more cost effective by improving existing processes as well as adopting new processes and disciplines. This widely adopted framework has many benefits and advantages for an organization when successfully implemented, including improvement of service levels, reduction of costs, alignment with business goals, better customer satisfaction and improved delivery of IT services. With ITIL now an international quality standard (ISO/IEC 20000), your organization can receive independent verification of IT Service Management excellence
- Key to the success of any ITIL implementation is the education and certification of all involved resources.
- The official ITIL® qualification scheme has been designed to provide critical knowledge to individuals working to implement ITIL.
- The qualification scheme is built up of different levels and each level is designed to provide skills that builds on the knowledge gained in the previous level.
The Foundation Level: This level is designed to offer a general awareness and overview of the Service Lifecycle approach and the elements contained therein. It is not intended to enable the holders of this level to implement ITIL® Service Management practices without further education and guidance. Successful candidates will learn the basics of Service Management as a practice as well as the Service Lifecycle approach and will gain an understanding of the qualification scheme to help them understand their next steps. This level is aimed at IT professionals, Individuals who wish to gain a basic understanding of ITIL®, anyone involved in or about to become involved in an ITIL implementation.
The Intermediate Level: The intermediate level is divided into two different streams, the Lifecycle Stream and the Capability Stream:
The Lifecycle stream is useful for anyone who wishes to gain an understanding of ITIL® practices from a lifecycle perspective. The primary focus of this stream is the Lifecycle, the use of processes within the lifecycle as well as the management capabilities required to deliver high quality Service management best practices within any organization.
The Capability Stream is useful for anyone who wishes to gain a deeper understanding of the Processes and Roles in ITIL®. While the Service Lifecycle part of this stream, the focus is on process activities and how they are executed and used throughout the Service Lifecycle.
Which stream should I take?
The answer is that you should choose whichever stream is more relevant to your present work as well as the one that provides you with the knowledge you are more interested in. The Lifecycle stream approaches ITIL® more from a management perspective while the Capability stream focuses more on the practical elements of ITIL®.
Both streams are targeted towards individuals who wish to gain an in depth knowledge of ITIL® as well as IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking a deeper understanding of the functions and processes of the ITIL Service Lifecycle, Individuals seeking the ITIL Expert level certification in ITIL Service Management for which these are prerequisite modules.
The ITIL Expert in IT Service Management Certification: This certification is achieved by collecting enough credits through the first two levels of the scheme. Candidates must achieve a minimum of 22 (twenty two) credits, 2 (two) of which must come from the Foundation level and 5 (five) that must come from the Capstone course, Managing Across the Lifecycle” which is a mandatory course for anyone wishing to become an ITIL Expert. Candidates can choose from Capability or Lifecycle modules to gather the remaining 15 (fifteen) credits. Each Capability module provides 4 (four) credits and each Lifecycle module provides 3 (three) credits towards the total. Candidates are expected to choose a balanced program, but this is not mandatory. Candidates who hold a V1 or V2 Service Manager certificate and who attend the V3 Managers Bridge course and pass the relevant exam 5 (five credits) will also obtain the V3 ITIL Expert Certification. The V3 Managers Bridge exam will expire on the 30th of June 2011.
We currently offer the following ITIL® courses:
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