In fact, IT has become a mission-critical service delivery mechanism for companies that rely on complex computing resources to keep their businesses operating and generating revenue. ITIL allows companies to define and implement a documented, repeatable process that assists them in staying focused on the large and small details involved in rolling out new IT services and managing those services afterward.
While ITIL addresses in depth the various aspects of service management, it does not address enterprise architecture in such depth. Many of the shortcomings in the implementation of ITIL do not necessarily come about because of flaws in the design or implementation of the service management aspects of the business, but rather the wider architectural framework in which the business is situated. Because of its primary focus on service management, ITIL has limited utility in managing poorly designed enterprise architectures, or how to feed back into the design of the enterprise architecture.
People learn differently, so we use a variety of methods to teach concepts throughout the course. In addition to exam preparation and practice quizzes, you'll engage in round-table discussions, group exercises, and games designed to give practical context to the concepts. We take this approach not only because it's more interesting and fun than simply memorizing vocabulary, but because it works.

ITIL Intermediate (Capabilities Stream): Prescriptive modules with detailed views of the inputs, activities, concepts, metrics and outputs of each process, which develops capabilities for best practices of IT processes, rather than just management of them. They are most useful to those who will be taking part in the day-to-day practical activities described within each of the processes.


The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. ITIL is currently evolving from ITIL v3 to ITIL 4 with a clear transition journey from one scheme structure to the other. ITIL v3 Foundation candidates are encouraged to move straight to ITIL 4 Foundation to keep their skills up-to-date. Intermediate candidates should continue their ITIL v3 journey to build the skills they need.

Service-level management provides for continual identification, monitoring and review of the levels of IT services specified in the service-level agreements (SLAs). Service-level management ensures that arrangements are in place with internal IT support-providers and external suppliers in the form of operational level agreements (OLAs) and underpinning contracts (UCs), respectively. The process involves assessing the impact of change on service quality and SLAs. The service-level management process is in close relation with the operational processes to control their activities. The central role of service-level management makes it the natural place for metrics to be established and monitored against a benchmark.

In July 2013, ownership of ITIL was transferred to AXELOS, which maintains the ITIL framework and accredits training and examination institutes. Hundreds of ITIL Accredited Training Organizations (ATOs) are available to deliver training, and ITIL certification exams are administered at the end of a training course or by an Examination Institute (EI), many of which work directly with the ATOs.

A summary of changes has been published by the UK Government. In line with the 2007 edition, the 2011 edition consists of five core publications – Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. ITIL 2011 is an update to the ITIL framework that addresses significant additional guidance with the definition of formal processes which were previously implied but not identified, as well as correction of errors and inconsistencies.
Our teaching assistants are a dedicated team of subject matter experts here to help you get certified in your first attempt. They engage students proactively to ensure the course path is being followed and help you enrich your learning experience, from class onboarding to project mentoring and job assistance. Teaching Assistance is available during business hours.
ITIL 2007 edition (previously known as ITIL Version 3) is an extension of ITIL Version 2 and fully replaced it following the completion of the withdrawal period on 30 June 2011.[21] ITIL 2007 provides a more holistic perspective on the full life cycle of services, covering the entire IT organization and all supporting components needed to deliver services to the customer, whereas ITIL Version 2 focused on specific activities directly related to service delivery and support. Most of the ITIL Version 2 activities remained untouched in 2007, but some significant changes in terminology were introduced in order to facilitate the expansion.
Split over several levels and modules, ITIL covers everything from service strategies to continuous improvement, enabling practitioners to not only adapt IT service infrastructures, but also prepare for further changes down the line. This can help to foster sustainable productivity for businesses and create a better, more consistent experience for customers.
CSI needs upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned, and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting. Continual Service Improvement and Application Performance Management (APM) are two sides of the same coin. They both focus on improvement with APM tying together service design, service transition, and service operation which in turn helps raise the bar of operational excellence for IT.[31]
ITIL refers to a detailed set of practices for managing IT service management, commonly known as ITSM. These practices apply to any type or size of organization that wants to align IT with severally business strategy, while delivering value and maintaining a minimum competency level. ITIL practices include a range of processes and procedures, tasks, and checklists that aid in demonstrating compliance, measuring improvement, and avoiding common pitfalls – all to deliver the best quality services to the end user. 
×