The service portfolio contains information about the performance of investments in services the service provider manages on behalf of the business. The service portfolio comprises: the pipeline section, which contains the services that are yet to be offered; the service catalogue section, which contains the details of operational services; and the retired section, which contains details of the services that are no longer offered.

John Towsley’s extensive experience in the IT education marketplace has made him a perfect fit for teaching the ITIL Foundation Certification. He is of course ITIL certified himself, and knows exactly what it takes to find success in the IT Service Management field. Currently the CEO for B Wyze Holdings Inc., John’s experience and knowledge is invaluable. In the past, John established and operated his own multi-site IT education & consulting business in Canada and the US, and he brings this experience to you through the incredible content he provides for the Thought Rock Library.


ITIL Foundation: This is the entry-level qualification, and covers the basics of ITIL's framework in one training course and exam. It introduces how ITIL can be used to enhance the quality of IT service management within an organisation, and how to become a certified professional. It is perfect for those who work within an organisation that has already adopted the ITIL framework.
Master Level: This is the fifth and the highest level of the ITIL certification. To achieve this certification you should prove your ability in implementing the knowledge in a variety of settings to achieve the expected business outcome. If you are directly involved in planning, managing and operating IT service management functions obtaining this certification demonstrates the knowledge.
Closely related to the architectural criticism, ITIL does not directly address the business applications which run on the IT infrastructure; nor does it facilitate a more collaborative working relationship between development and operations teams. The trend toward a closer working relationship between development and operations is termed: DevOps. This trend is related to increased application release rates and the adoption of agile software development methodologies. Traditional service management processes have struggled to support increased application release rates – due to lack of automation – and/or highly complex enterprise architecture.

ITIL Master Qualification requires the candidate to already be ITIL Expert-level qualified. To achieve the ITIL Master Qualification, candidates must "explain and justify how they selected and individually 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."
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.
The centre and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume,[22] provides guidance on clarification and prioritization of service-provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach. The Service Strategy lifecycle stage is often considered as the core of the service lifecycle. In Service Strategy stage, the strategic approach for the whole lifecycle is identified to provide values to the customers through IT service management. Key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes:
Do you have a computer with webcam and internet access? Then, you are almost there. You can sign up for an online exam from the convenience of your home/laptop anytime. Most providers offer this option where you will be proctored when you are taking the exam. Especially when you are on a service desk or shift rotation job, this would be a handy option!

Naturally, this kind of change cannot start with a blank canvas. The development of IT services should be driven by an awareness of current processes and management practices within an organization. Without this, an IT Service Management (ITSM) process will inevitably waste time, money and effort, giving competitors a chance to lure customers away with more efficient offerings.
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.
You have to submit your application to become a Master, and if your application is accepted, you will be required to submit a proposal. If this is successful, you will be required to submit a work package. The final stage of the Master scheme consists of an interview with a panel of assessors and, if successful, you will be granted ITIL Master certification.
Expert Level: This is the fourth level of ITIL and is for those who are interested to demonstrate the knowledge of ITIL Scheme entirely. You should have passed the previous levels proving your knowledge and understanding of the ITIL system before you enter this level. In this level, you can choose from the variety of processes at your interest. To clear this level you should possess a strong understanding and knowledge of the ITIL lifecycle.
A former IT executive with PepsiCo, Peter McGarahan is a connoisseur of IT consultation. With his firm, McGarahan & Associates, Peter has a proven track record of assisting companies in achieving excellence in service and support. Peter is recognized internationally as a phenomenal motivational and keynote speaker, and as an engaging and edifying writer in the IT Service Management field.
If you’re taking the ITIL Foundation certification exam, you’re likely at a point in your career where you’ve had hands-on experience with the ITIL framework in an organizational setting. That knowledge will help you during the exam, since “many of the questions on the exam can be answered correctly just by applying the common-sense logic you already possess,” says Smiley.

You have to submit your application to become a Master, and if your application is accepted, you will be required to submit a proposal. If this is successful, you will be required to submit a work package. The final stage of the Master scheme consists of an interview with a panel of assessors and, if successful, you will be granted ITIL Master certification.
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