Digital services are the de facto product these days: more and more companies are buying into – and selling – digital services, instead of tangible, heavy, customized options. Digital services typically rely on ongoing project management that focus on the service’s objectives while also paying attention to inevitable issues in developing, delivering, and maintaining the service. A good IT service management approach is knowing exactly how to integrate all these ever-changing factors into your development process.

ICT operations management provides the day-to-day technical supervision of the ICT infrastructure. Often confused with the role of incident management from service support, operations has a more technical bias and is concerned not solely with incidents reported by users, but with events generated by or recorded by the infrastructure. ICT operations may often work closely alongside incident management and the service desk, which are not-necessarily technical, to provide an 'operations bridge'. Operations, however should primarily work from documented processes and procedures and should be concerned with a number of specific sub-processes, such as: output management, job scheduling, backup and restore, network monitoring/management, system monitoring/management, database monitoring/management storage monitoring/management. Operations are responsible for the following:
PRINCE2® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. MSP® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. M_o_R® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. P3O® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. MoV® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. P3M3® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. MoP® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. AXELOS® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. PRINCE® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. PRINCE2 Agile® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. PMBOK is a registered mark of the Project Management Institute, Inc. PMP is a registered mark of the Project Management Institute, Inc. PMI is a registered mark of the Project Management Institute, Inc. The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc. The APMG International AgilePM and Swirl Device logo is a trademark of The APM Group Limited, used under permission of The APM Group Limited. All rights reserved. AgilePM® is a registered trademark of Dynamic Systems Development Method Ltd. All rights reserved. The APMG International Better Business Cases and Swirl Device logo is a trademark of The APM Group Limited. All rights reserved. Better Business Cases™ is a trademark of Her Majesty's Treasury. All rights reserved. The APMG International Change Management and Swirl Device logo is a trademark of The APM Group Limited, used under permission of The APM Group Limited. All rights reserved. APMG International Change Management is a trademark of The APM Group Limited. All rights reserved. The APMG International Finance for Non-Financial Managers and Swirl Device logo is a trademark of The APM Group Limited, used under permission of The APM Group Limited. All rights reserved. APMG International Finance for Non-Financial Managers is a trademark of The APM Group Limited. All rights reserved. The APMG International Managing Benefits and Swirl Device is a trademark of The APM Group Limited, used under permission of The APM Group Limited. All rights reserved. APMG International Managing Benefits is a trademark of The APM Group Limited. All rights reserved. The APMG International PPS and Swirl Device is a trademark of The APM Group Limited, used under permission of The APM Group Limited. All rights reserved. APMG International PPS is a trademark of The APM Group Limited. All rights reserved. Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries. CAPM is a registered mark of the Project Management Institute, Inc. Praxis Framework™ is a trademark of Praxis Framework Limited. All rights reserved. APMG International Project Planning & Control is a trademark of The APM Group Limited, All rights reserved. The APMG International Project Planning & Control and Swirl Device is a trademark of The APM Group Limited, used under permission of The APM Group Limited. All rights reserved. ​

Expert Level: This is the fourth level of ITIL and is for those who are interested to demonstrate the knowledge of ITIL Scheme entirely. You should have passed the previous levels proving your knowledge and understanding of the ITIL system before you enter this level. In this level, you can choose from the variety of processes at your interest. To clear this level you should possess a strong understanding and knowledge of the ITIL lifecycle.

When you purchase a course through itiltraining.com you will benefit from our 30 years of experience delivering accredited best-practice training to over 5,000 corporations and 500,000 individuals internationally. We offer highly-developed online learning tools, public and in-house instructor-led classroom courses, so you can seek certification in whichever learning style suits you best.
"Anglo American plc is one of the world's largest mining companies; with IM staff distributed across the globe. For this reason, the ITIL Foundation e-learning solution from ILX has provided us with an excellent mechanism to educate our staff, often located at mining sites far from major centres. The high standard of the multi-media rich course is exemplary in course design, interaction, assessment and learner support. The design of the course material makes it easy for students to navigate through the course material and optimise their learning at their own pace and convenience."

The British Educational Communications and Technology Agency (BECTA) used ITIL as the basis for their development of Framework for ICT Technical Support (FITS). Their aim was to develop a framework appropriate for British schools, which often have very small IT departments. FITS became independent from BECTA in 2009 and is now maintained and supported by The FITS Foundation. FITS is now used in excess of a thousand schools in the UK, Australia and Norway as the standard for ICT Service Management in the Education sector (Video: What people are saying)

Be aware that ITIL uses a credit system for the Foundation through Expert levels, in which each certification earns a certain number of credits. Ultimately, a total of 22 credits is required to achieve ITIL Expert certification. (The ITIL Master has its own set of requirements, which you'll read about shortly). The following graphic shows the structure of that certification scheme and its corresponding credits.

Service-level management provides for continual identification, monitoring and review of the levels of IT services specified in the service-level agreements (SLAs). Service-level management ensures that arrangements are in place with internal IT support-providers and external suppliers in the form of operational level agreements (OLAs) and underpinning contracts (UCs), respectively. The process involves assessing the impact of change on service quality and SLAs. The service-level management process is in close relation with the operational processes to control their activities. The central role of service-level management makes it the natural place for metrics to be established and monitored against a benchmark.
You can schedule your exam at a Pearson VUE Prometric center that is close to you. Whether you attend training from an ATO or do a self-study, you can go for this option. Pearson VUE has stated that from 2018 onward, you cannot take ITIL Foundation exam from their center. Therefore, if you are planning to take ITIL Exam from Pearson, you may need to buck up!
ICT design and planning provides a framework and approach for the strategic and technical design and planning of ICT infrastructures. It includes the necessary combination of business (and overall IS) strategy, with technical design and architecture. ICT design and planning drives both the procurement of new ICT solutions through the production of statements of requirement ("SOR") and invitations to tender ("ITT") and is responsible for the initiation and management of ICT Programmes for strategic business change. Key outputs from design and planning are:
ITIL describes processes, procedures, tasks, and checklists which are not organization-specific nor technology-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organisation. Certification in ITIL is only available to individuals.
Achieving a certification in any or all of these levels will increase your skillset and help you to gain a better grasp of how ITIL is managed and implemented across most IT infrastructures. Your newfound knowledge of ITIL best practices will make you a much-needed asset among your peers and allow you to take more confidence in your role within the organization.   
The objective of Strategy Management for IT Services is to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, this ITIL process is also responsible for ensuring the implementation of the strategy.[27]
Since the early 1990s, EXIN and ISEB had been setting up the ITIL based certification program, developing and providing ITIL exams at three different levels: Foundation, Practitioner and Manager. EXIN[50] and BCS/ISEB[51] (the British Computer Society) had from that time onwards been the only two examination providers in the world to develop formally acknowledged ITIL certifications, provide ITIL exams and accredit ITIL training providers worldwide. These rights were obtained from OGC, the British government institution and owner of the ITIL trademark.[citation needed] OGC signed over the management of the ITIL trademark and the accreditation of examination providers to APM Group in 2006. Now, after signing a contract with EXIN,[50] BCS/ISEB, Loyalist Certification Services [1], PeopleCert Group and other certification bodies, APM Group has accredited them as official examination bodies, to offer ITIL exams and accredit ITIL training providers.[citation needed]
Be aware that ITIL uses a credit system for the Foundation through Expert levels, in which each certification earns a certain number of credits. Ultimately, a total of 22 credits is required to achieve ITIL Expert certification. (The ITIL Master has its own set of requirements, which you'll read about shortly). The following graphic shows the structure of that certification scheme and its corresponding credits.
ITIL describes processes, procedures, tasks, and checklists which are not organization-specific nor technology-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organisation. Certification in ITIL is only available to individuals.
×