IT Service Management

ITIL^® has emerged as one of the worlds most widely accepted approach to the management and delivery of IT Services. It has been developed in recognition of organisations' growing dependency on IT in order to satisfy their corporate aims and meet their business needs.  We offer you a number of ways in which we can assit with your ITIL needs.

The ITIL v3 Qualification Scheme

The following diagram illustrates how the different courses and examination fit together in order to achieve the higher qualifications.  If wish to see more about any of the courses simply click on the one which interests you...

There are four levels within the ITIL v3 qualification scheme:

Foundation Level - The Foundation level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL.

Intermediate Level - There are two streams in the Intermediate level; Lifecycle and Capability. Both assess an individual's ability to analyse and apply the concepts of ITIL and candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.

ITIL Expert - To achieve the ITIL Expert in IT Service Management, you must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle course, which brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme.

ITIL Master - This higher level qualification is under development but will assess an individual's ability to apply in practice and analyse the ITIL concepts in new areas.

As you can see from the diagram above the ITIL Qualification Scheme uses a system that enables an individual to gain credits (these are the black numbers on the diagram) for each exam they take. If you want to become an ITIL Expert you will need to have accumulated 22 credits (17 credits from the Lifecycle or Capability streams) and then 5 from the Managing Across the Lifecycle module. If you have a pivotal role in your organisation responsible for implementing or maintaining effective IT Service Management, the ITIL Expert qualification should be your goal.  However not everybody will want or indeed need to become an ITIL Expert.  It is likely that most people will sit the Foundation examination and a number of the Intermediate modules.

ITIL Credit Profiler

If you have already done some ITIL training or want to see what modules you still need to do to become an ITIL Expert then you can do so using the  OGC's Credit Profiler

v2-v3 Bridging

If you hold an ITIL v2 qualification you don't have to start again from the beginning you can "bridge" across to the v3 qualiication structure.

Apollo 13 - an ITSM case experience

Apollo 13 is an interactive business simulation allowing ITIL concepts and processes to be experienced firsthand. Through this intensive simulation you will see, feel and experience the benefits of applying best practices on organisational performance. Apollo 13 raises the awareness of best practice within your organisation and highlights the potential obstacles standing in the way of a successful implementation or realising the maximum benefits of ITIL.

During the Apollo 13 mission Gene Kranz & his team delivered operational excellence...
Could you perform as well? Do you dare to try? Can you afford to fail?

ITIL Awareness

If you have people who need an awareness of what ITIL is and understand some of the basic ideas and concepts, we run an ITIL v2 Awareness and v3 Awareness courses.  However if you really want to add value and gain buy in from these staff then you need them to experience Apollo 13 the ultimate way to become aware of ITIL in a "real life" learning by doing experience.