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What is ITIL®?

With more than 2,000,000 practitioners qualified across 180 countries, ITIL® (IT Infrastructure Library®) is the most widely established approach to IT Service Management. It provides a set of best practices for identifying, planning, delivering and supporting IT services to businesses and can be applied to nearly all organizations.

 

Who is ITIL® for?

  •  IT professionals who are involved in the delivery or support of IT services
  • Business professionals who need to further understand how IT can help maximize their business potential

ITIL® benefits for the professional

  • Enhances your employment prospects
  • Makes your skills more competitive
  • Proves your expertise and know how
  • Boosts your job productivity
  • Increases your standing within the IT community

 

ITIL® benefits for the organisation

  • Aligns IT with business needs making the former an asset to the business
  • Increases cost effectiveness and productivity
  • Improves customer service delivery
  • Improves ROI of IT services through the use of proven best practice processes
  • Offers greater visibility of IT costs and IT assets
  • Reduces cost of recruitment and training – hiring ITIL qualified people is easier

 

ITIL® Foundation

Suitable for individuals who require a basic understanding of the ITIL framework.

ITIL Intermediate Module – Service Strategy

The Service Strategy (SS) certification is one of five ITIL® Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy.

The SS module focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or programme.

The course covers management and control of activities and techniques that are documented in the ITIL Service Strategy publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Service Offering and Agreements module from the Service Capability work stream.

The strategic aspects of a service should not be underestimated. Adopting service strategy techniques and principles can help organizations ensure that their IT teams are aligned with the business as a whole and are not just focused on technical concerns. This can enable better communication within an organization resulting in smoother and swifter development of new or updated products and services.

The SS module offers the same benefits to individuals who will be better able to understand the relationship between the IT and general aspects of their work and to appreciate how the ITIL best practice framework can help them work more efficiently.

ITIL Intermediate Module – Service Design

The Service Design (SD) module is one of the certifications within the ITIL® Service Lifecycle work stream. It focuses on the design of IT services and covers the architectures, processes, policies and documentation that will enable you to design services that meet the needs of the organization or programme.

The design process is vital to the continued improvement and development of services within the IT lifecycle and this module will also teach you techniques required to develop, manage and integrate service design into the IT Service management process.

The course introduces the purpose, principles and processes of service design and will also teach you how to organize and implement this as part of overall service management as well as providing guidance on technology-related activities and considerations. It also demonstrates how service design relates to the other stages of the ITIL Service Lifecycle.

The course covers management and control of activities and techniques that are documented in the ITIL Service Design publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Service Offering and Agreements module from the Service Capability work stream.

Good service design can improve the alignment of IT with the overall business and user needs and the certification will illustrate the importance of designing consistent service design practices in order to achieve this. The Service Design module provides guidance on how to create and launch products and services that will meet the immediate and ongoing needs of organizations and programmes.

ITIL Intermediate Module – Service Transition

The Service Transition (ST) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the process and practice elements and management techniques required to build, test and implement products and services. It also demonstrates how service transition can apply to other stages of the IT Service lifecycle and can underpin decisions during the Strategy and Operations phases.

The ST module will teach you how to plan and manage the move into initial operation for the new or revised resources created during the Service Strategy and Service Design stages of the ITIL Service Lifecycle. In addition to providing guidance on techniques for organizing and managing the transition, the certification also covers management of technology considerations and challenges and risks.

The course covers management and control of activities and techniques that are documented in the ITIL Service Transition publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Release, Control and Validation module from the Service Capability work stream.

The techniques taught in the ST module can help organizations and individuals better understand and manage changes to IT services in line with users’ expectations and business strategy. Service transition is vital for flexibly managing changes and delivering improvement to services provided by organizations or programmes of work.

ITIL Intermediate Module – Service Operation

The Service Operation (SO) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT Service Management.

The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.

The course covers management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Operational Support and Analysis module from the Service Capability work stream.

Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.

ITIL Intermediate Module – Continual Service Improvement

The Continual Service Improvement (CSI) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, but does not go into detail about specific processes.

The CSI certification focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. It also includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.

The course covers management and control of activities and techniques within the Continual Service Improvement phase of the ITIL Lifecycle, but it does not provide the full detail of each supporting process.

CSI practices can help businesses and projects continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations.

About ITIL Practitioner

The ITIL® Practitioner certification offers practical guidance on how to adopt and adapt the ITIL framework to support your business’ objectives.

  • 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.

ITIL Expert: The MALC Module

The MALC module sits between the Intermediate and Expert certifications and is the final required certification gaining Expert status. It is intended to help you apply and integrate your knowledge of ITIL in real-world settings and in your own workplace.

What is PRINCE2®?

PRINCE2® (Projects IN Controlled Environments) is a process-based methodology widely used internationally and is the de-facto project management standard for public projects in the UK. It is a generic best practice tool that navigates you through all the essentials for running a successful project. It can be tailored to the needs of any organization and can be used for the management of projects of any type and scale.

Who is PRINCE2® for?

PRINCE2® is addressed to:

  • Project managers or professionals wishing to become project managers
  • Key personnel involved in project design, development and delivery

Why choose PRINCE2® for your projects?

  • Because it’s easy to use
  • You can adapt it to your needs and to your project
  • It’s a best practice, so you select a proven solution
  • Provides a methodology that delivers increased agility, efficiencies whilst reducing costs

…plus many more compelling organizational reasons to select it as your controlling solution for your organization and project managers.

PRINCE2® Benefits for the professional

  • Shows you how to manage projects through an internationally recognized project management method
  • Proves your expertise and know how
  • Helps you focus on the viability of the project
  • Improves communication and control

PRINCE2® Benefits for the organization

  • Applicable to all types of projects
  • Helps save time and effort through a shared approach to reporting
  • Improves productivity by increasing staff awareness of roles and responsibilities
  • Facilitates the assurance and assessment of project work, troubleshooting and audits
  • Increases the effectiveness of stakeholders engagement in the process of project approval and management