ITIL®

IT Infrastructure Library® (ITIL®) is the most widely accepted approach to IT service management in the world, and the only consistent and comprehensive documentation of best practice for IT Service Management. The ITIL® service management framework was initially developed by, and is maintained by the OGC (The UK governments Office of Government Commerce).

Organisations are becoming increasingly dependent on IT to satisfy their corporate goals and meet their business needs, this leads to an increased requirement for high quality IT services. This is why ITIL® was born.

ITIL has developed into a series of books: the IT Infrastructure Library®, which embodies good practice for IT service management. The Library provides a documented, systematic approach that will help organisations to deliver well managed IT services in the face of such difficulties as skill shortages, more exacting and unpredictable business requirements and user demands, and the growing complexity of IT systems. The books also give guidance on the provision of quality and cost effective IT services, and on the accommodation and environmental facilities needed to support IT.

Benefits for your organisation

By undertaking projects following the ITIL® framework your organisation will benefit by helping you to:

• Provide a valuable and sustainable foundation for quality IT Service Management
• Use a standardised terminology and vocabulary consisting of a glossary of tightly defined and widely agreed terms
• Gain a fundamental understanding of service delivery and service support processes
• Gain the knowledge in preparation for the Foundation Certificate in IT Service Management.

ITIL is beneficial for staff at all levels who are involved with the delivery of IT services, and in particular:

• Staff entering an IT environment who might have day-to-day responsibilities within one or more of the Service Management disciplines
• Staff working in an IT Service Management discipline who wish to broaden their understanding of how their role fits into the wider Service Management framework
• Staff intending to sit the examination for the Manager’s Certificate in IT Service Management (providing essential foundation level familiarity with the syllabus)
• Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT Service Management.

Benefits for individuals

The benefits of undertaking service management following the ITIL® framework will give the individual:

• Professional recognition for a global service management qualification
• Greater leverage when managing service delivery
• The ability to lead critical service management to provide successful delivery of benefits
• An ability to more effectively manage service delivery and support
• An ability to sell your skills to clients and employers who request the ITIL® method.

ITIL qualifications

There are different levels of ITIL® certification and all are exam based qualifications. The courses below specify the three different levels of ITIL® proficiency in order from lowest to highest qualification:

• Foundation level gives a grounding in the terminology and best practice guidelines defined within the ITIL® framework and passing the Foundation level exam is a prerequisite for the more advanced Practitioner's and Manager's certificates in IT Service Management
• Practitioner certifications are aimed at personnel involved with managing and optimising specific processes within IT Service Management and focus on obtaining a depth of knowledge and understanding of how to apply ITIL® to these specific areas
• Service Management certification is aimed at those who need to manage ITIL®-based solutions across a range of service management subjects. ITIL® Foundation qualification is a prerequisite to the Manager's certificate and candidates must also attend a formal training course through an Accredited Training Organisation (ATO).

To find the ITIL® training course that is right for you click:

or contact our training team for specialist advice by clicking here contact us. Our team of training experts will find the learning option that's appropriate for you and your organisations' needs.

Principles and processes

ITIL® proposes the following specialist processes:

• Incident Management
• Problem Management
• Configuration Management
• Availability Management
• Capacity Management
• Change Management
• Service Level Management
• Security Management.

Further specialist processes are as follows:

• Organisation, Planning and Control
• Service Support
  • Configuration Management
  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
• Service Delivery
  • Service Level Management
  • Capacity Management
  • IT Service Continuity Management
  • Financial Management for IT Services
  • Availability Management.

How CC Learning can help you

CC Learning can help you assess your needs and select the training course that's both right for you and your organisation. Please Contact us to assess your current project management approach and training needs.