ITIL® Training Courses

ITIL® Information

Why Choose SureSkills for ITIL training

Quality-driven service management is a cornerstone of business success. SureSkills is the leading Irish provider of IT Service Management training and the longest directly accredited company in Ireland. 

Regularly audited to ensure our training programmes and trainers are consistent with the highest standards of the accreditation body, Axelos, be assured that with SureSkills you can apply useful knowledge and realise real business value.

Key Benefits of ITIL

  • Internationally respected certification 
  • Ability to accelerate career progression  
  • Improved ROI of IT 
  • Reduced cost/incident
  • It provides a set of best practices for identifying, planning, delivering and supporting IT services to businesses

Next Steps?

Looking to upgrade the service management skills or the skills of your team?  Perhaps you are looking for advice on how to begin a large ITIL project? Either way, why not contact a SureSkills training consultant - we have lots of experience and are here to help. Click here to go to our Contact Us page.

What is ITIL®?

ITIL an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. 

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme. 

It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organization. Certification in ITIL is only available to individuals. 

Since 2013, ITIL has been owned by AXELOS, a joint venture between Capita and the UK Cabinet Office. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific, but can be applied by an organization toward strategy, delivering value, and maintaining a minimum level of competency. 

It allows the organization to establish a baseline from which it can plan, implement, and measure. Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard, ICT Standard by IFGICT and the ITIL framework.

ITIL v ITIL4, how different?

AXELOS have publicly stated that they are committed to building on previous versions of ITIL and ensuring that ITIL 4 will become even more relevant to organisations worldwide by: Ensuring that there is a smooth transition path. 

Making ITIL 4 more relevant to organisations undergoing rapid digital transformations. Retaining and building on the basics like Change Management, which is even more relevant in today,’s rapidly changing environment. Supporting and interfacing emergent technologies and frameworks such as DevOps, Lean and Agile.

ITIL version history & background?

It’s the latest version of the world’s most popular ITSM framework, is scheduled to be released in Q1 of 2019. 

Some Background to previous ITIL versions 

1989 - First released and grew to a library of over 30 books. 

2000 - Version 2 was published in a new format initially Service Support and Service Delivery books covering 10 processes and the Service Desk Function. Six additional volumes were added between 2001 and 2006. 

2007 - Version 3 was published in a Service Lifecycle format of five core books, covering 23 processes the Service Desk, and Application, Technical and Operational Management Functions. 

2011 – Version 3 was refresh as 2011 Edition with a number of new processes, BRM, Design Coordination and Transition Planning & Support, and a rewrite of the Service Strategy and CSI books. An ITIL Practitioner volume was later added in 2015. 

2018 – ITIL 4 announced by AXELOS (not ITIL V4). The '4' is to align itself with the 4th Industrial revolution.

ITIL4, What are the core changes?

The new ITIL update will focus on integrating ITIL guidance with best practices from the worlds of DevOps, Agile, and Lean.

Who managed the update?

Axelos manages ITIL (JV between UK Government and Capita plc) ITIL4 and is being developed by them via a team of more than 150 industry experts contributors and writers, along with the new ITIL Development Group consisting of more than 2,000 members from some of the world’s largest organisations (public and private).

ITIL Basics

ITIL is the industry standard for ITSM best practices, focused on aligning the needs of the business with IT services. The current most recent version is ITIL 3 (2011 revision) which is published as a series of 5 core books: 

  • ITIL Service Strategy 
  • ITIL Service Design 
  • ITIL Service Transition 
  • ITIL Service Operation 
  • ITIL Continual Service Improvement

ITIL Exams & Certification.

The ITIL® certification scheme offers a series of certifications which focus on different aspects of the ITIL Framework. For more information on these different levels, see our ITIL Exam tab.

Is ITIL still relevant?

ITIL continues to be the gold standard for ITSM best practices and interest in the topic is as high as ever.

What the ITIL4 qualifications will teach me?

ITIL processes and best practices have been a powerful tool for organizations to maintain and improve their service management for decades. 

Two of the biggest criticisms of ITIL, though, have been its relationship with the ITSM community and failure to keep up with recent trends in software development and IT operations. 

ITIL4 addresses these by making this update community-driven and identifying Agile, DevOps, and Lean as key focus areas for integration with traditional ITIL best practices.

Which countries recognise ITIL?

With over a million exams already taken globally ITIL is already recognised as the world’s most popular IT Service Management Methodology.

What are the recommended routes from ITIL v3 to ITIL 4?

Badges

 

ITIL 4 Foundation

ITIL 4 Foundation is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products. 

Whether you want to take the full course or just the exam – we are here to help you. We have the highest pass rates in Ireland and support you every step of the way! 

ITIL Foundation training: Typically, classroom or virtual classroom training for ITIL Foundation lasts two or two and a half days and the examination takes place at the end of the training. You can also self-study for the Foundation exam and you may also choose to take one of our eLearing options. Training is always delivered by qualified instructors (approved by Axelos) and we use original books and supporting documentation. 

ITIL Foundation exam:

  • No prerequisite is required. 
  • ITIL Foundation exam format is Multiple choice examination questions 
  • 40 questions 26 marks required to pass (out of 40 available) - 65% 
  • 60 minutes’ duration 
  • Closed book.

ITIL 4 Managing Professional Certification

ITIL 4 Managing Professional (ITIL MP) is a stream of four modules that are part of ITIL 4, the next evolution of ITIL. The four module syllabus documents are linked here: 

ITIL 4 MP has been created for IT practitioners working within technology and digital teams across businesses. The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows. 

To obtain the designation ITIL 4 Managing Professional or ITIL 4 Strategic Leader, the candidate must complete all modules in each stream, with ITIL Strategist being a universal module for both streams. 

Already an ITIL Expert (or have obtained 17 credits)? You can transition easily to become an ITIL 4 Managing Professional. Take the ITIL 4 Managing Professional Transition Module.

ITIL 4 Strategic Leader

ITIL 4 Strategic Leader (SL) recognizes the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL 4 Strategic Leader demonstrates that the you have a clear understanding of how IT influences and directs business strategy. 

ITIL SL is a stream of two modules that are part of ITIL 4, the next evolution of ITIL. More information on the launch of ITIL 4 SL is to be released in the first half of 2020. 

The two modules are: 

  • ITIL 4 Strategist Direct, Plan and Improve 
  • ITIL 4 Leader Digital and IT Strategy.

To obtain the designation ITIL 4 Strategic Leader, you must complete all modules in each stream, with ITIL Strategist Direct, Plan and Improve being a universal module for both streams.

PRINCE2 Agile

PRINCE2 Agile™ has been developed as a single-tier Practitioner qualification. The purpose of the Practitioner qualification is to demonstrate that you can apply and tailor PRINCE2 Agile in a scenario situation. A successful Practitioner candidate will be able to start applying the method to a real project but may not be sufficiently skilled to do this appropriately for all situations. Individual project management expertise, complexity of the project and the support provided for the use of PRINCE2 Agile in will all be factors that impact what can be achieved.

Examination Format

  • Objective testing  
  • 50 questions each worth one mark 
  • 30 marks or more required to pass out of 50 questions: 
  • 60% pass mark 
  • Two-and-a-half hours’ (150 minutes) duration, 
  • no additional reading time 
  • Open book exam (official PRINCE2 Agile guide only).

ITIL v3

ITIL v3 is effectively being phased out. On 28 February 2019 AXELOS launched the ITIL 4 certification levels.

ITIL Certification Roadmap Similar to previous versions of ITIL® the new qualification scheme provides a modular approach for certification in the framework. Axelos is aiming for a smooth transition to ITIL 4 so has assured all partners that current certifications for ITIL will remain valid following the update. All credits gained will help go towards ITIL 4's new certification scheme. So if you have ITIL v3 certifications or are planning to undertake training, the word from SureSkills and Axelos is; keep it going.

ITIL Certification Roadmap

The ITIL® qualification scheme provides a modular approach to the ITIL framework, with qualifications focused on different aspects of ITIL best practice to degrees of depth and detail. The tiered structure of the qualification offers flexibility in different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. There are five qualification levels within the scheme detailed here: 

The Foundation level is the entry level qualification offering a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices. 

The Practitioner level is the next stage in the ITIL scheme. It has been developed to provide a step between Foundation and the Intermediate Level and aims to improve the ability of individuals to adopt and adapt ITIL in their organisations. 

The Intermediate level qualification has a modular structure with each module providing a different focus on IT Service Management. You can take as few or as many Intermediate qualifications as you need. The Intermediate modules go into more detail than the Foundation level and Practitioner, and provide an industry-recognised qualification. 

The ITIL Expert level qualification is aimed at those who are interested in demonstrating knowledge of the ITIL Scheme in its entirety. The certificate is awarded to candidates who have achieved a range of ITIL qualifications and have attained a well rounded, superior knowledge and skills base in ITIL Best Practices.

To achieve the ITIL Master qualification, you must be able to explain and justify how you have personally selected and applied a range of knowledge, principles, methods and techniques from ITIL and supporting management techniques, to achieve desired business outcomes in one or more practical assignments.

Contact us

Whether you are thinking of doing ITIL - why not contact a SureSkills training consultant in our Dublin office? We have lots of experience and are here to help. Contact a SureSkills training consultant.

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