ITIL® - Managing IT services

About ITIL®

What is the best way to manage IT services so as to ensure the highest quality service, catered to the needs of the client and end user? Who should be responsible for defining the scope and quality requirements of IT services? Which service parameters should be measured in order to enhance the quality of services rendered? Should there be a unique standard in the approach to delivering IT services by IT departments, and a different approach to the same services delivered commercially?

These and other queries are answered by the Information Technology Infrastructure Library (ITIL®), a compilation of the best practices of IT management services. The first version appeared in 1989 and since then has gained ever increasing popularity and respect among suppliers and recipients of IT services. Presently, the third and latest version of IT service management best practices encompasses the entire life cycle of services and processes. These processes range from Service Strategy through Service Design, Service Transition through to Service Operation as well as Continual Service Improvement.

By conforming to IT service management best practices, we can most optimally cater the quality of IT services to the expectations of the business. 

 

ITIL FOUNDATION training and certification

ITIL Foundation course is the entry level certification course for IT Service Management best practices. It is the most popular ITIL training.

See the course description here.
 

ITIL INTERMEDIATE training and certification

ITIL® Intermediate courses are practical workshops that complement and extend knowledge in specific areas of IT service management and ITIL. Candidates wishing to be trained and examined for these qualifications must hold the ITIL Foundation Certificate in IT Service Management. 

ITIL training courses at Intermediate level organized by OMEC are accredited by the APM Group Ltd.

©AXELOS Limited 2014. Material reproduced under licence from AXELOS.

Intermediate level modules are grouped in two alternative areas:

  • Lifecycle Stream
  • Capability Stream

 

 Lifecycle Stream

Lifecycle Stream Group consists of five training courses ending with exams. Each training in this group represents one of the five services lifecycle stages. During the training participants learn the key elements of the stage and implemented processes from the process owner point of view, which means a level of top management. Participants learn about key business benefits, process inputs and outputs as well as risks, critical success factors and key performance indicators. Practical exercises occupy about approx. 20% of the training time. Each of the course lasts for three days and ends with a formal examination to gain international certification in the area.

The ITIL Lifecycle Stream courses are intended for people who wish to gain knowledge of the best practices in the context of ITIL service lifecycle.

The main areas are:

  • IT service lifecycle,
  • best practice service lifecycle processes and elements usage,
  • management capability necessary to implement IT Service Management practices within the organization.

Each certificate from the ITIL Intermediate Lifecycle Stream gives 3 points on the way towards ITIL Expert certification.

 

 Capability Stream

The ITIL Capability Stream consists of four training courses that combine IT service management processes in logically related areas. During the training it is possible to familiarize with the recommendations of the ITIL best practices. In addition, there are many practical exercises that allow you to learn the techniques of implementation and management of IT processes. Exercises cover about 50% of the training time. Each of the courses takes five days and ends with a formal exam to gain international certification in the area.

The ITIL Capability Stream courses are intended for people who wish to gain knowledge of processes and roles. The service lifecycle is part of the curriculum, but the key areas are:

  • process activities,
  • process execution and use throughout the Service Lifecycle.

Each certificate from the ITIL Intermediate Capability Stream gives 4 points on the way towards ITIL Expert certification.

 

Intermediate level exams

Intermediate level exams are in the form of a test. Each exam consists of 8 questions and each question refers to the scenario. There are four possible responses for each question:

  • correct answer - 5 marks
  • partially correct answer – 3 marks
  • the least correct – 1 mark
  • incorrect answer – no marks

The exam lasts for 90 minutes and is held in English.

Participants taking the exam in a language other than their mother tongue are allowed to use a dictionary and are entitled to examination time extension.

It is necessary to get at least 70% of the marks to pass the exam (28 out of 40 possible marks). 

Trademarks

PRINCE2®, ITIL®, IT Infrastructure Library®, M_o_R®, P3O®, MSP®MoV®MoP® and P3M3® are registered trademarks of Axelos Ltd. The Swirl logo™ is a trademark of Axelos Ltd. The APMG-International Agile Project Management and Swirl Device logo is a trade mark of The APM Group Limited. The APMG-International Change Management and Swirl Device logo is a trade mark of The APM Group Limited. DSDM, Atern, AgileBA and AgilePM are Registered Trade Marks of Dynamic Systems Development Method Limited. 'PMI',  'Project Management Institute', 'PMP', 'CAPM', 'PMBOK' and PMI R.E.P. logo are registered trademarks of Project Management Institute, Inc.   Kinshasa logo and OMEC logo are registered trademarks of OMEC sp. z o.o.  TOGAF® is a registered trademark of The Open Group.  COBIT® 5 is a registered trademark of ISACA in United States and other countries. 

Accreditation

We offer accredited training courses and exams in project, programme and portfolio management, risk management and IT service management.
Our PRINCE2®, MSP®, P3O®, MoP®, M_o_R®, ITIL®, AgilePM
® and AgileBA® courses are accredited by relevant examination institutes.