Being an effective service desk manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, service desk management.
Course Code SDM
Duration 4 days
Course Delivery:
Online Training
Public Classroom
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This two-day Service Desk Foundation qualification course is designed primarily as an in-house induction programme for analysts new to the Service Desk. Alternatively, it is ideal as on-going induction programme for large Service Desks with a continuous intake of new staff. This course can also be customised to suit new staff in non IT telephone based customer support environments.
Course Code SDF
Duration 2 days
Course Delivery:
Online Training
Public Classroom
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AXELOS RESILIA™: Cyber Resilience Best Practice is designed to help commercial and government organizations around the world prevent, detect and correct any impact cyber attacks will have on the information required to do business. Adding RESILIA to the existing AXELOS global best practice portfolio, including ITIL® and PRINCE2®, brings a common cyber resilience best practice for security, IT service management and business. Active cyber resilience is achieved through people, process and technology.
The RESILIA TM Practitioner course starts by revisiting the concepts and knowledge acquired in the Foundation course and requires you to bring that knowledge into practical activities in interesting real-life scenarios. The course begins with distinguishing among the terms: asset, risk, threat and vulnerability. It determines the key activities needed to address risks and opportunities as well as to create and manage a risk register and a risk treatment plan. Further, it explains the purpose and use of the control objectives for cyber resilience processes, and the interactions and activities that are aligned with corresponding ITSM activities. In the final part of the course, it describes the application of the seven-step improvement process to plan cyber resilience improvements, the ITIL CSI approach to cyber resilience and the segregation of duties and dual controls related to cyber resilience roles and responsibilities.
In this course, participants are exposed to various scenarios where they can apply their foundation level knowledge and concepts of cyber resilience controls and procedures. This strategy will enable participants to manage and operate effectively in a challenging cyber centric environment. The course takes into consideration the limitations of traditional security controls to combat today’s sophisticated cyber attacks. This proactive approach to design and use new and effective controls along with industry compliance standards would assist in making decisions to prevent, detect, respond, and recover from today’s evolving cyber-threats.
With completing this course, you will be well versed and highly equipped in an organization to govern, manage, and comply with cyber resilience.
Course Code RCRP
Duration 2 days
Course Delivery:
Online Training
Public Classroom
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Excellent Service Desk support is vital to ensure an organisation consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.
Course Code SDA
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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AXELOS RESILIA™: Cyber Resilience Best Practice is designed to help commercial and government organizations around the world prevent, detect and correct any impact cyber attacks will have on the information required to do business. Adding RESILIA to the existing AXELOS global best practice portfolio, including ITIL® and PRINCE2®, brings a common cyber resilience best practice for security, IT service management and business. Active cyber resilience is achieved through people, process and technology.
Course Code RCRF
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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The Polestar service management simulation is a high-impact, energetic and practical way to accelerate understanding and acceptance of the features of ITIL across an organisation. The most effective simulations are based on realistic, easy to relate to scenarios. This scenatrio cover the fast moving world of on-line retailing making it very easy for participants to relate to.
Course Code SMIA
Duration 1 day
Course Delivery:
Online Training
Public Classroom
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This one-day course provides a general introduction to IT Service Management and how it can contribute to Business/IT alignment.
Course Code SMA
Duration 1 day
Course Delivery:
Online Training
Public Classroom
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Learn the concepts, principles, activities, and techniques to manage a high-volume of change in a predictable, repeatable way.
In this course, you will be immersed in the various concepts, techniques, and activities associated with conducting an establishing and managing a high volume of change in a modern-day IT environment. This course focuses on defining different aspects of change management in an IT environment using a real-world case study about an organization experiencing changes that are common to IT organization. This course blends aspects of ITIL and Six Sigma to describes how to set a realistic scope for a change management process, how to define and use standard changes, how to conduct a change advisory board for normal changes, and how to effectively manage and minimize emergency changes. Through a collection of several real-world exercises you’ll learn how to manage different aspects of change in an IT organization.
The main focus areas of this course include:
Determine the scope of the change management process
Identify and categorize standard, normal, and emergency changes
Define effective measurements for a change management process
Understand and use SIPOC to define a process and standard changes
Understand and use Extended SIPOC to define standard changes
Define common installs, moves, adds, changes, and disposals as standard changes using SIPOC
Define and manage a normal change
Convert a normal change to a standard change
Manage an emergency change
Create a change management action plan
ITIL® is a registered trademark of Axelos Limited, used under permission of Axelos Limited. All
rights reserved.
Course Code GK5883
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of Service Strategy. The course covers the management and control of the activities and techniques within the Service Strategy stage of the lifecycle but not the detail of each of the supporting processes. Lower level details of the processes from Service Strategy are mostly covered in the Service Offering and Agreements capability course. Additionally the course looks at the concept of Service Strategy as a practice and at the interfaces between Service Strategy and the other stages of the ITIL Service Lifecycle.
Course Code LSS
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of Service Design. The course covers the management and control of the activities and techniques within the Service Design stage of the lifecycle but not the detail of each of the supporting processes. Lower level details of the processes from Service Design are mostly covered in the Service Offerings and Agreements and Planning, Protection and Optimisation capability courses. Additionally the course looks at the concept of Service Design principles and at the interfaces between Service Design and the other stages of the ITIL Service Lifecycle
Course Code LSD
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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This course provides IT managers, practitioners, support staff and staff interfacing with the information systems function with a practical understanding of the key concepts, principles, processes and functions that enables successful IT service management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach featured in the latest 2011 guidelines.
Course Code ILFN
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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This course brings together the full essence of a Lifecycle approach to service management, and consolidates the knowledge gained across the qualification scheme.
The course completes the ITIL® Capability and Lifecycle qualification programmes, and leads to the ITIL® Expert qualification.
Course Code MALC
Duration 5 days
Course Delivery:
Online Training
Public Classroom
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This highly practical course is designed to show students "how" to implement service improvements based around ITIL’s philosophy of ‘Adopt and Adapt’. It has a holistic syllabus and combines all 9 guiding principles of service improvement, the Service Improvement Approach, Communication, Metrics and Measurement, Communication, and Organizational Change Management with practical exercises and exam technique. The course acts as a full preparation for the ITIL practitioner examination which is sat at the end of the 3 day event.
Course Code ILPR
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of Service Transition. The course covers the management and control of the activities and techniques within the Service Transition stage of the lifecycle but not the detail of each of the supporting processes. Lower level details of the processes from Service Transition are mostly covered in the Release, Control and Validation capability course. Additionally the course looks at the concept of Service Design principles and at the interfaces between Service Design and the other stages of the ITIL Service Lifecycle
Course Code LST
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of Service Operation. The course covers the management and control of the activities and techniques within the Service Operation stage of the lifecycle but not the detail of each of the supporting processes. Lower level details of the processes from Service Operation are mostly covered in the Operational Support and Analysis capability course. Additionally the course looks at the concept of Service Operation principles and at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle
Course Code LSO
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of continual service improvement. The course covers the management and control of the activities and techniques within the continual service improvement stage of the lifecycle but not the detail of each of the supporting processes.
Course Code LCSI
Duration 3 days
Course Delivery:
Online Training
Public Classroom
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The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
Course Code RCV
Duration 5 days
Course Delivery:
Online Training
Public Classroom
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The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
The ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
Course Code PPO
Duration 5 days
Course Delivery:
Online Training
Public Classroom
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The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
The ITIL Intermediate Qualification: The Operational support and analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
Course Code IOSA
Duration 5 days
Course Delivery:
Online Training
Public Classroom
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Our 1 day foundation workshop has been designed by our senior ITIL examiners to prepare students for the examination after they have completed an accredited self study or e-learning course.
This approach gives the benefits of reduced time away from the "day job" combined with a vastly increased chance of examination success compared to self study alone.
Course Code ILFNEW
Duration 1 day
Course Delivery:
Online Training
Public Classroom
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