Graham Furnis has been involved with Information Technology for over 20 years, and is a certified ITIL Expert, ITIL Service Manager, and holds all ITIL Lifecyle stream certifications. Currently, Graham is an active ITIL consultant, program and project manager, a certified instructor, and an industry speaker and article writer providing prospective participants of the ITIL Certification Exam Online with all the necessary tips and tools for success.
Without any question, InfoSec has the most gifted individual instructors. Our instructor for this class was both an excellent educator and a premier/world class security expert. He was able to clearly explain and impart to the students, the most complicated security techniques I have ever heard of or imagined. I simply can not find the words to recommend him and Infosec security training more highly.
ITIL certification is also a valuable credential for IT project managers, who are in the IT service trenches every day. Most project managers are already familiar with the development lifecycle process, so the principles of ITIL come naturally to them. IT managers, architects and engineers might not ever become ITIL Masters, but even a basic knowledge of the ITIL framework can assist with understanding and supporting the ITIL process.
ITIL® (IT Infrastructure Library) offers best practice techniques for the optimisation of IT services. Essentially, ITIL® assists organisations in coordinating their IT requirements with business goals. ITIL® methodology is implemented worldwide, as it is the global standard for IT service management, thus it is a widely adopted and trusted procedure.
The aim of the ITIL service lifecycle is to provide best practices for IT service management (ITSM). It focuses on helping align the needs of an organization with IT services. The ITIL lifecycle consists of service strategy, service design, service transition, and service operation, along with continual service improvement throughout the process. The ITIL processes, procedures, responsibilities, and specifications are not specific to an organization like those of the SDLC, rather they can be practically applied to establish integration with the company’s IT strategy, providing value and maintaining competency. Essentially, it is a baseline from which the organization can plan, implement, monitor, and measure its processes.
ITIL® Foundation in Dallas is the most widely acknowledged entry-level ITIL certification for IT professionals. Today’s IT departments need qualified experts who can deliver effective IT services. This training will show you the ITIL services lifecycle, how lifecycle stages are linked, processes involved, and best practices for enhancing the quality of IT service management to reduce costs and increase productivity. And remember, ITIL certified professionals earn 40% more than their non-certified peers.
Many times in your career, it can be a good thing to take a step back and re-evaluate some of your goals and current efforts to see if you need to make any moves or decisions that will affect you in the long-term. Investments like going for a Master’s degree or getting a certification can be scary, because you often just don’t know if you risk wasting time and effort on something that may not be all the beneficial to you in long-run of your professional career.
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ITIL Practitioner was added in July 2016 and earns candidates 3 credits toward their ITIL Expert certification. It is considered the next step after the ITIL Foundation, which is a prerequisite. An ITIL Practitioner will be able to explain how to use the ITIL framework to support business objectives, and focuses on organizational change management, communication, measurement and metrics.
This course is structured along the 5 ITIL lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. This course allows participants to bring positive changes in business, optimize customer experience and contribute to the improvement process of business by implementing ITSM's best practices.

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.
ITIL Intermediate (Lifecycle Stream): Addresses aspects of ITIL from a holistic, lifecycle perspective. Lifecycle may be more suited to those with managerial responsibility looking at the overall IT Service Management picture. The Service Strategy course in particular is very much rooted in the broader corporate strategy and governance environment:
ITIL Intermediate (Lifecycle Stream): Addresses aspects of ITIL from a holistic, lifecycle perspective. Lifecycle may be more suited to those with managerial responsibility looking at the overall IT Service Management picture. The Service Strategy course in particular is very much rooted in the broader corporate strategy and governance environment:
TOGAF® Foundation, TOGAF® Certified, ArchiMate® Certified, and IT4IT™ Foundation from Good e-Learning are Accredited Training Courses and comply with the accreditation requirements for The Open Group Certification for People: TOGAF®, ArchiMate®, and IT4IT™ Certification Programs. IT4IT™, ArchiMate® and TOGAF® are registered trademarks of The Open Group. ITIL®, PRINCE® and The Swirl logo™ are registered trademarks of AXELOS Limited. COBIT® is a registered trademark of ISACA and the IT Governance Institute. Our website uses cookies to improve your browsing experience. ©Good e-Learning.

The IT Infrastructure Library® (ITIL®) is the world's most adopted and widely-recognised approach to IT Service Management (ITSM). ITIL training exists to support the needs of a business environment. It enables you to reduce your IT costs while delivering better services, by improving the way teams interact and manage your business' IT infrastructure. Used and adapted by industry-leading brands such as Hewlett-Packard, IBM, NASA, British Airways and The Walt Disney Company, studying ITIL can provide many proven benefits.


ITIL exams are provided at three levels: Foundation, Practitioner and Manager. The certifications themselves were previously managed by the ITIL Certification Management Board, or ICMB. Originally, the ICMB included representatives from various international organizations, including the U.K. OGC, APMG, the Stationery Office (TSO), ITIL Examination Panel and Examination Institutes (EIs).

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific nor technology-specific, but can be applied by an organization for establishing integration with the organization's 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. 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 organisation. Certification in ITIL is only available to individuals. 

Continual service improvement, defined in the ITIL continual service improvement volume,[26] aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes. It incorporates many of the same concepts articulated in the Deming Cycle of Plan-Do-Check-Act. The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole lifecycle. To manage improvement, CSI should clearly define what should be controlled and measured.

TOT (UTC +13) CHAST (UTC +12:45) ANAT (UTC +12) SBT (UTC +11) LHST (UTC +10:30) AEDT (UTC +10) ACST (UTC +9:30) JST (UTC +9) ACWST (UTC +8:45) PYT (UTC +8:30) HKT (UTC +8) SGT (UTC +8) MYT (UTC +8) MYT WIB (UTC +7) MMT (UTC +6:30) BST (UTC +6) NPT (UTC +5:45) IST (UTC +5:30) UZT (UTC +5) IRDT (UTC +4:30) GST (UTC +4) AST (UTC +3) CEST (UTC +2) BST (UTC +1) GMT (UTC +0) CVT (UTC -1) WGST (UTC -2) NDT (UTC -2:30) ART (UTC -3) NDT (UTC -3:30) EDT (UTC -4) CDT (UTC -5) MDT (UTC -6) PDT (UTC -7) AKDT (UTC -8) HADT (UTC -9) MART (UTC -9:30) HAST (UTC -10) NUT (UTC -11) AoE (UTC -12) WAT(UTC +1)


The purpose of supplier management is to obtain value for money from suppliers and contracts. It ensures that underpinning contracts and agreements align with business needs, Service Level Agreements and Service Level Requirements. Supplier Management oversees process of identification of business needs, evaluation of suppliers, establishing contracts, their categorization, management and termination.
Think about the digital services that you use on a daily basis. These were not developed in a vacuum; rather, they were built using an ongoing project management process that took into account not only the objectives of the service, but also the potential issues in developing, delivering and maintaining it. In short, there would have been a huge number of factors to consider.
Problem management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A "problem" in this context is the unknown underlying cause of one or more incidents, and a 'known error' is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified. The CCTA (Central Computer and Telecommunications Agency) defines problems and known errors as follows:

The objective of Strategy Management for IT Services is to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, this ITIL process is also responsible for ensuring the implementation of the strategy.[27]


The ITIL, currently ITIL v3, focuses on business and IT integration, and ITIL certifications can be earned at five levels. ITIL’s systematic approach to IT service management can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale and change.
Graham Furnis has been involved with Information Technology for over 20 years, and is a certified ITIL Expert, ITIL Service Manager, and holds all ITIL Lifecyle stream certifications. Currently, Graham is an active ITIL consultant, program and project manager, a certified instructor, and an industry speaker and article writer providing prospective participants of the ITIL Certification Exam Online with all the necessary tips and tools for success.
The IT Infrastructure Library® (ITIL®) is the world's most adopted and widely-recognised approach to IT Service Management (ITSM). ITIL training exists to support the needs of a business environment. It enables you to reduce your IT costs while delivering better services, by improving the way teams interact and manage your business' IT infrastructure. Used and adapted by industry-leading brands such as Hewlett-Packard, IBM, NASA, British Airways and The Walt Disney Company, studying ITIL can provide many proven benefits.
Without any question, InfoSec has the most gifted individual instructors. Our instructor for this class was both an excellent educator and a premier/world class security expert. He was able to clearly explain and impart to the students, the most complicated security techniques I have ever heard of or imagined. I simply can not find the words to recommend him and Infosec security training more highly.
Enhance your team's effectiveness and boost productivity with instructor-led training delivered privately to your organization, live online, or to any preferred location. Whether your organization requires a single course or an entire curriculum, Learning Tree has the expert instructors and management expertise to deliver quality training that meets your budget, program schedules, and business goals.
The great thing about being knowledgeable in such a broad, complex framework like ITIL is that your understanding of the inner-workings of the entire IT infrastructure increases and you gain more flexibility in your ability to wear many hats, making you more valuable to the organization. The higher your certification level is, the more roles you will be qualified to take on. Not satisfied working in IT service operations? Try your hand as a service strategy manager. The possibilities are wide and there are many different job roles to choose from.
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 describes processes, procedures, tasks, and checklists which are not organization-specific nor technology-specific, but can be applied by an organization for establishing integration with the organization's 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. 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 organisation. Certification in ITIL is only available to individuals.
ITIL Intermediate Capability Badge (Burgundy). There are four ITIL Capability courses. (RCV, OSA, SOA, PPO). You are able to apply for this lapel pin once you have passed each exam. Some examination institutes such as APMG International will send the pins automatically with the candidate's certificate. This badge shares its colour with the ITIL Service Transition book.
Although the certification covers all the five practice areas of the ITIL service lifecycle, including how the different lifecycle stages are linked to one another, an IT pro who completes the ITIL Foundation level will likely need to complete the Practitioner or Intermediate certification before being able to qualify for service management positions.
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.
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