ITIL® Classroom Style Video Courses

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The individual class portfolio provides students the option to purchase their ITIL certification training one class at a time. Each class come with a 90 day license which begins only after the first login. When the license expires students can renew the license or switch to a month to month program.

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Orientation – Executive Overview

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This training program introduces an executive management team to the concepts, relationships and benefits of an IT Service Management program. Each student will receive an online workbook plus membership in the online Linkedin community – My itSM Mentoring Community™.

Video Training Features

  • 2.5 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Credits Earned

  • 0 ITIL Expert Credits
  • 3 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Foundation Certification Basic Training

 

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Take this version of the Foundation certification training program if all you want to do is add the ITIL Foundation certification to your resume

This CSME/Peoplecert accredited training program is targeted at IT and business professionals looking to become Foundation certified in the basics of ITIL and ITSM. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

  • Service Management as a practice (Comprehension)
  • Service Lifecycle (Comprehension)
  • Key Principles and Models (Comprehension)
  • Generic Concepts (Awareness)
  • Selected Processes (Awareness)
  • Selected Roles (Awareness)
  • Selected Functions (Awareness)
  • Technology and Architecture (Awareness)
  • ITIL Qualification scheme (Awareness)

Video Training Features

  • 8 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification.

Credits Earned

  • 2 ITIL Expert Credits
  • 18 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Foundation Certification with Resource Guide

 

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Take this version of Foundation certification training if you are planning a career in IT Service Management (ITSM). The resource guide that comes with this program provides the amplifying information students need to successfully participate in the next level of ITIL or ITSM certification.

This CSME/Peoplecert accredited training program is targeted at IT and business professionals looking to become Foundation certified in the basics of ITIL and ITSM. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

  • Service Management as a practice (Comprehension)
  • Service Lifecycle (Comprehension)
  • Key Principles and Models (Comprehension)
  • Generic Concepts (Awareness)
  • Selected Processes (Awareness)
  • Selected Roles (Awareness)
  • Selected Functions (Awareness)
  • Technology and Architecture (Awareness)
  • ITIL Qualification scheme (Awareness)

Video Training Features

  • 8 hours of instructor led video presentations,
  • Printable online student workbook & detailed resource guide
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification.

Credits Earned

  • 2 ITIL Expert Credits
  • 18 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Practitioner

 
 
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Overview

This CSME/Peoplecert accredited training program is targeted at IT and business professionals looking to become Practitioner certified in ITIL and ITSM. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.

ITIL Practitioner also covers three key areas crucial for success of any improvement initiatives:

  • Organizational Change Management
  • Communication
  • Measurement and Metrics.

The ITIL Practitioner guidance follows 9 Guiding Principles:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

Classroom Training Features

  • 8 hours of instructor led  presentations,
  • Detailed student courseware
  • Case Studies & Sample Exams
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or PEOPLECERT. The examination is ‘open book’, i.e. the ITIL Practitioner Guidance publication is allowed for reference during the examination. Students must present an ITIL Foundation Certificate prior to sitting for the exam. Exam time: 1 hour and forty five minutes

Format: The examination is scenario-based i.e. the questions relate to a case study. This case study
(referred to as the ‘Scenario’) is the same for all sample and official exams.
The Scenario is included in the Scenario Booklet (see also the sample papers available on AXELOS.com)
along with 6 sets of additional information necessary to answer each section of questions.
There are 6 sets of multiple choice questions (MCQs) in the Question Booklet, and each set tests particular
learning outcomes from the candidate’s course of study, (see the table below).
There are 40 questions in total and each question is worth 1 mark.

Pass mark: Candidates are expected to achieve a score of 70% (28 marks) or higher in order to pass the
examination and be awarded certification.

Credits Earned

  • 3 ITIL Expert Credits
  • 18 PDU Credits

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Service Strategy (SS)

 

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Download the course outline
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Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Strategy practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. This qualification provides a complete overview of Service Strategy including all its related activities including how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service strategy
  • Service strategy principles
  • Service strategy processes
  • Governance
  • Organizing for service strategy
  • Technology considerations
  • Implementing service strategy
  • Challenges, critical success factors and risks.

Video Training Features

  • 9 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 3 ITIL Expert Credits
  • 22 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Service Design (SD)

 

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Download the course outline
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Click Here for Exam Information
Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program for those seeking to achieve specialist certification in ITIL’s Service Design practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Design Book), training and examination components related to this certification:

  • Introduction to service design
  • Service design principles
  • Service design processes
  • Service design      technology-related activities
  • Organizing for service design
  • Technology considerations
  • Implementation and improvement of service design
  • Challenges, critical success factors and risks.

Video Training Features

  • 9 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 3 ITIL Expert Credits
  • 22 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Service Transition (ST)

 

Download the course qualification & syllabus
Download the course outline
Test Drive our training programs
Click Here for Exam Information
Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Transition practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Transition Book), training and examination components related to this certification:

  • Introduction to service transition
  • Service transition principles
  • Service transition processes
  • Managing people through service transitions
  • Organizing for service transition
  • Technology considerations
  • Implementing and improving service transition
  • Challenges, critical success factors and risks.

Video Training Features

  • 6 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 3 ITIL Expert Credits
  • 22 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Service Operation (SO)

 

Download the course qualification & syllabus
Download the course outline
Test Drive our training programs
Click Here for Exam Information
Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Operation practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Operation Book), training and examination components related to this certification:

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation: functions
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks.

Video Training Features

  • 6 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 3 ITIL Expert Credits
  • 22 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Continual Service Improvement (CSI)

 

Download the course qualification & syllabus
Download the course outline
Test Drive our training programs
Click Here for Exam Information
Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Continual Service Improvement practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Continual Service Improvement Book), training and examination components related to this certification.

  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks.

Video Training Features

  • 4 hours of instructor led video presentations,
  • Printable online student workbook
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 3 ITIL Expert Credits
  • 22 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capability – Operational Support & Analysis (OSA)

 

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Download the course outline
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Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Operational Support & Analysis practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Operation Book), training and examination components related to this certification.

  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use OSA processes, activities & functions to reach operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding technology & implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes & roles included in:
    • Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
    • Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
    • Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
    • Problem management, which prevents problems and resulting incidents from happening,eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
    • Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.
  • Operational activities of processes covered in other lifecycle stages such as:
    • Change management
    • Service asset and configuration management
    • Release and deployment management
    • Capacity management
    • Availability management
    • Knowledge management
    • Financial management for IT services
    • IT service continuity management.
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.

Video Training Features

  • 6.5 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 4 ITIL Expert Credits
  • 38 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capability – Release, Control & Validation (RCV)

 

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Download the course outline
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Click Here to Review our Step-by-Step Training Guide

 

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Release, Control & Validation practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Operation & Transition Books), training and examination components related to this certification.

  • The importance of service management as a practice concept and service transition principles,
  • purpose and objective
  • The importance of ITIL release, control and validation while providing service
  • How all processes in ITIL release, control and validation interact with other service lifecycle processes
  • What are the processes, activities, methods and functions used in each of the ITIL release, control and validation processes
  • How to use the ITIL release, control and validation processes, activities and functions to achieve operational excellence
  • How to measure ITIL release, control and validation
  • The importance of IT security and its contributions to ITIL release, control and validation
  • The technology and implementation considerations surrounding ITIL release, control and validation
  • Change management as a capability to realize successful service transition
  • Service validation and testing as a capability to ensure the integrity and the quality of service transition
  • Service asset and configuration management as a capability to monitor the state of service, transition
  • Knowledge management as part of enhancing the on-going management decision support and service delivery capability
  • Request fulfilment and change evaluation to ensure meeting committed service level performance
  • Release, control and validation process roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks associated with ITIL release, control and validation
  • Service Offerings & Agreements

Video Training Features

  • 7 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 4 ITIL Expert Credits
  • 38 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capability – Service Offerings & Agreements (SOA)

 

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Download the course outline
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Click Here for Exam Information
Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Offerings & Agreements practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Strategy & Service Design Books), training and examination components related to this certification.

  • Overview of SOA processes and basic principles
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on an understanding of return on investment (ROI)
  • Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
    • Service portfolio management, which provides documentation for services and prospective services in business terms
    • Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
    • Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
    • Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
    • Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
    • Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
    • Business relationship management, which ensures the customer’s requirements are correctly identified
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks.

Video Training Features

  • 5 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 4 ITIL Expert Credits
  • 38 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capability – Planning Protection & Optimization (PPO)

 

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Download the course outline
Test Drive our training programs
Click Here for Exam Information
Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Planning, Protection & Optimization practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Strategy & Service Design Books), training and examination components related to this certification.

  • Service design in PPO and lifecycle context
  • Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization
  • Capacity management as a capability to realize successful service design
  • Availability management as a capability to realize successful service design
  • IT service continuity management as a capability to support overall business continuity management
  • Information security management as part of the overall corporate governance framework
  • Planning, protection and optimization roles and responsibilities
  • Technology and implementation considerations
  • Organizational roles relevant to PPO.

Video Training Features

  • 7 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 4 ITIL Expert Credits
  • 38 PDU Credits

 

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Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capstone – Managing Across the Lifecycle (MALC)

 

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Download the course outline
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Click Here to Review our Step-by-Step Training Guide

This CSME/Peoplecert accredited training program is for individuals seeking to take the final class to ITIL Expert. Candidates for this class must already hold the ITIL Foundation Certificate plus have obtained a further 15 credits from the ITIL Service Lifecycle track, the ITIL Service Capability track or a balanced selection from both ITIL Service Lifecycle and Service Capability qualifications. Documentary evidence of this must be presented to gain admission to this certification level. Candidates will gain competencies in the following areas upon successful completion of the reading (the 5 books of the ITIL Library), training and examination components related to this certification.

  • Introduction to IT Service Management Business & Managerial Issues
  • Managing the Planning and Implementation of IT Service Management
  • Management of Strategic Change
  • Risk Management
  • Managerial Functions
  • Understanding Organizational Challenges
  • Lifecycle Project Assessment
  • Understanding Complementary Industry Guidance

Video Training Features

  • 12 hours of instructor led video presentations,
  • Printable online student workbook
  • Detailed Video Training Guide
  • Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

  • 5 ITIL Expert Credits
  • 38 PDU Credits

 

Our Accrediation

Itil Training Organization_SMEAxelos Certified Partner Logo

 

 

 

 

 

 

Our Expert Trainer

cbtscreenshoot_pvssmallPatrick Von Schlag – Patrick has worked in the Information Technology field for over 25 years and brings his extensive expertise to our courses. He has helped establish IT service management programs for a variety of organizations including pharmaceutical, energy, and software companies. Patrick was a part of one of the original service management teams in the United States. He has been a member of several CompTIA boards and is a member of the ITSM forum.