The Information Technology Infrastructure Library (ITIL) is a methodology for managing IT as a service. It focuses on the end user rather than on the technology. ITIL is frequently used as a method of preparation for achieving ISO/IEC 20000 certification.

On this page we present general information on ITIL, the relevant books and tools, and the various qualifications and training options available. To discuss your ITIL requirements call us on +44 (0) 845 070 1750.

Module 1: The ITIL Qualification Scheme

  • Intro
  • About Scheme
  • Levels Of Qualifications
  • Qualification Bodies
  • The I T I L Foundation Certification Stubble

Module 2: Introduction to Service Management

  • Service And Service Management- Part 1
  • Service And Service Management- Part2
  • Service Management Processes- Part 1
  • Service Management Processes- Part 2
  • Service Management Best Practices And Summary

Module 3: ITIL and the Service Lifecycle

  • Service Management Practices
  • Why ITIL
  • The Service Lifecycle

Module 4: Service Strategy

  • Service Strategy Purpose And Objectives
  • Service Strategy Scope
  • Business Value Stubble
  • Key Principles- Part1
  • Key Principles- Part2
  • Service Stragey Processes

Module 5: Service Design

  • Service Design Purpose And Objectives
  • Scope Of Service Design
  • Business Value Service Design
  • Service Design Key Principles
  • Service Design Processes- Part 1
  • Service Design Processes- Part 2
  • Service Design Processes- Part 3
  • Service Design Processes- Part 4

Module 6: Service Transition

  • Service Transition Purpose And Objectives
  • Service Transition Scope And Business Value
  • Service Transition Key Principles
  • Service Transition Processes- Part 1
  • Service Transition Processes- Part 2
  • Service Transition Processes- Part 3
  • Service Transition Processes- Part 4

Module 7: Service Operation

  • Intro To Service Operation
  • Service Operation Basic Concepts
  • Service Operation Processes-Part 1
  • Service Operation Processes-Part 2
  • Service Operation Access Management
  • Service Operation Functions

Module 8: Continual Service Improvement

  • Continual Service Improvement Purpose Objectives And Scope
  • Continual Service Improvement Key Principles
  • Continual Service Improvement Processes

Module 9: Service Management Technology

  • SMT
  • SMT Service Automation
  • SMT Service Analytics

Module 10: How it all Fits Together

  • How It All Fits Together
  • Outro

Module 11: Bonus Material

  • Lifecycle Stages Flow-Part 1
  • Lifecycle Stages Flow-Part 2
  • Lifecycle Stages Breakdown-Part 1
  • Lifecycle Stages Breakdown-Part 2
  • Lifecycle Stages Breakdown-Part 3
  • Function Reviews-Part 1
  • Function Reviews-Part 2
  • Service Support Function
  • Service Delivery Function-Part 1
  • Service Delivery Function-Part 2
  • Test Taking Tips
  • Practice Questions