ITIL®, short for Information Technology Infrastructure Library, is a framework of best practice guidelines and approaches intended to facilitate the delivery of high quality information technology (IT) services for an organization. ITIL outlines an extensive set of management procedures to support business in achieving both quality and value for money in IT operations. ITIL can be used by a variety of industries including health, science, and other management businesses. These procedures are supplier independent and have been developed to provide guidance across IT infrastructure, development, and operations for business services.
ITIL courses with ONLC include an exam voucher—up to a $655 value!*
ITIL 4 Foundation certification training introduces students to the fundamentals of IT Service Management ( ITSM ) framework and key practices as described in version 4 of the IT Infrastructure Library. You can advance your credentials and knowledge by going on to the ITIL 4 Specialist and ITIL 4 Strategist certifications (part of the ITIL Managing Professional stream) to play a pivotal role in a wider business strategy.
Prepare for ITIL certification by getting trained with ONLC's quality, instructor-led or On-Demand self-study training. Completing a learning path can help you in your attempt to complete the exams and become ITIL certified. Start adding value to your professional business status today!
Instructor-led ITIL Training
Instructor-led ITIL class sessions are live and hands-on. ITIL training is fully interactive with an online instructor, and this training will help you gain the knowledge necessary to pass the required exam for ITIL certification. Attend instructor-led ITIL classes at any of ONLC hundreds of training centers or from your own location with a very easy setup. See instructor-led ITIL classes.
Includes ITIL Exam Voucher
ONLC includes an exam voucher with each of our ITIL management courses—a value of up to $655! Students receive the voucher following course training and use it to pay for their online exam for ITIL certification with PeopleCert.
Private ITIL Training Course
Larger organizations adopting ITIL management best practices in their business should consider our private group training solutions to save both time and money on ITIL certification for your organization. Course customization and onsite management training are just some of the training products available. More about Private Group training
ITIL Certification Exam Voucher Included!
ONLC includes an exam voucher with our ITIL courses—a value of up to $655!* Students receive the exam voucher after attending and schedule their ITIL exam directly with PeopleCert . ITIL exams are online proctored.
ITIL: Instructor-led Courses
ITIL 4 Foundation Certification
Course Outline
Overview
ITIL 4 expands the scope of the world’s leading best practice framework for IT to incorporate many new ways of working, including Agile, LEAN, DevOps, and other innovative approaches. In this course you will learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers.
You will learn:
- The ITIL Service Management System
- The Service Value Chain
- Continual Improvement best practices
- Key Guiding Principles
- Governance Requirements
- Key ITIL Practices, including:
o Incident Management
o Service Request Fulfillment
o Service Level Management
o Service Desk
o Change Control
o Continual Improvement
o And many more
ONLC Extra
ONLC includes an exam voucher with our ITIL Foundation course. One Exam Voucher is included. Students should use it to pay for their ITIL exam with PeopleCert. The exam can be taken at one of PeopleCert's approved testing centers or online.
COURSE OUTLINE
1: ITIL 4 Overview
Introduction to ITIL
Key Concepts of ITIL
2: The ITIL Framework
The Four Dimensions of Service Management
The ITIL Service Value System (SVS)
3: The ITIL Guiding Principles
Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep It Simple and Practical
Optimize and Automate
4. The ITIL Service Value System (SVS)
Governance
The Service Value Chain
Continual Improvement
5: Key ITIL Practices
Continual Improvement
Service Level Management
Change Control
Incident Management
Service Request Management
Service Desk
Problem Management
6: Other ITIL Practices
General Management Practices
Service Management Practices
Technical Management Practices
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. All ITIL® online courses are offered by Logical Operations, Inc. - United States AFFILIATE of AXELOS Limited.
Overview
ITIL 4 expands the scope of the world’s leading best practice framework for IT to incorporate many new ways of working, including Agile, LEAN, DevOps, and other innovative approaches. In this course you will learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers.
You will learn:
- The ITIL Service Management System
- The Service Value Chain
- Continual Improvement best practices
- Key Guiding Principles
- Governance Requirements
- Key ITIL Practices, including:
o Incident Management
o Service Request Fulfillment
o Service Level Management
o Service Desk
o Change Control
o Continual Improvement
o And many more
ONLC Extra
ONLC includes an exam voucher with our ITIL Foundation course. One Exam Voucher is included. Students should use it to pay for their ITIL exam with PeopleCert. The exam can be taken at one of PeopleCert's approved testing centers or online.
COURSE OUTLINE
1: ITIL 4 Overview
Introduction to ITIL
Key Concepts of ITIL
2: The ITIL Framework
The Four Dimensions of Service Management
The ITIL Service Value System (SVS)
3: The ITIL Guiding Principles
Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep It Simple and Practical
Optimize and Automate
4. The ITIL Service Value System (SVS)
Governance
The Service Value Chain
Continual Improvement
5: Key ITIL Practices
Continual Improvement
Service Level Management
Change Control
Incident Management
Service Request Management
Service Desk
Problem Management
6: Other ITIL Practices
General Management Practices
Service Management Practices
Technical Management Practices
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. All ITIL® online courses are offered by Logical Operations, Inc. - United States AFFILIATE of AXELOS Limited.
Course Outline
Course Overview
This course begins your journey toward the ITIL Managing Professional designation. You will acquire insight that will allow you to integrate different value streams and activities to create, deliver and support IT-enabled products and services. Armed with this knowledge and skill set, you will be confident in running those IT-enabled services, teams and workflows successfully.
** This class includes an exam voucher **
Course Objectives
The course includes core concepts describing how different types of work (value streams) are built, tested and delivered ‘end-to-end’ from beginning to end and with continual iterations and feedback loops. There is also a focus on areas such as testing, knowledge, customer and employee feedback, new technologies, supplier sourcing, and ways of managing work.
During this course, you will:
• Understand how to plan and build a service value stream to create, deliver and support services
• Know how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams
• Know how to create, deliver and support services
• Understand how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods, and tools
• Understand service performance, service quality, and improvement methods.
Who Should Attend?
Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Ideally, candidates should have at least two years of professional experience working in IT Service Management.
The ITIL 4 CDS Qualification would most likely suit the following delegates:
• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
• Existing ITIL qualification holders wishing to develop their knowledge
The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.
Course Prerequisites
Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.
COURSE OUTLINE
1 - PLANNING AND BUILDING A SERVICE VALUE STREAM
Tackling the concepts and challenges related to SVS
Using the “shift left” approach
The true value of information and technology across the SVS
2 - CONTRIBUTING TO CREATION, DELIVERY AND SUPPORT
Using the value stream to design, develop and transition new services
Adding to a value stream by leveraging ITIL practices
Providing user support
Furthering the value stream for support through ITIL practices
3 - CREATING, DELIVERING AND SUPPORTING SERVICES
Coordinate, prioritize and structure activities
The value of buy vs. build, sourcing, and service integration and management
Overview
This three-day hands-on program leads to a ITIL Strategist Certificate in ITIL Direct, Plan, and Improve. This program is for IT professionals establishing oversight and control of an ITSM program who require effective skills in governance modeling and alignment, risk management, and oversight over the creation and execution of effective value streams to produce desired customer outcomes.
What You Will Accomplish:
• Align
o Vision and Mission
o Strategy Tactics, and Operations
o Governance and Compliance
o Policies, Controls, and Guidelines
• Establish a Goals and Requirements Cascade
• Understand the role of GRC in the Service Value System
• Use the key principles and methods to drive improvements
• Learn and use the key principles of Communication and Organizational Change Management
• Define metrics and reporting to support organizational objectives
• Learn critical techniques to manage and improve value streams and practices
Who Should Attend
All IT staff and Management responsible for the governance of IT, definition of strategies, governance controls, policies, and compliance requirements would benefit from this course including:
• Senior IT Mgmt (CIO/CTO, IT Director, VP IT)
• Senior Program Management and PMO Leadership
• Portfolio Management
• IT Financial Management
• Enterprise Analysts
• Risk Managers
• Improvement Managers
Prerequisites
All students need to have completed and passed the ITIL 4 Foundation examination prior to attending this course.
Exam
The ITIL Strategist: Direct, Plan, and Improve exam is a 90 minute, 40 question multiple choice exam. An optional examination is administered by an independent proctor at the end of the course. Certification and accreditation is through PeopleCert. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam
Reference Material
Each student will receive a detailed workbook. All students receive access to a subscription to Axelos’ My ITIL, which includes online access to all ITIL Practice Guides. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
COURSE OUTLINE
1) Direct, Plan, and Improve Key Concepts
2) Aligning
a. Vision and Mission
b. Strategy, Tactics, and Operations
c. Governance, Compliance, and Management
d. Policies, Controls, and Guidelines
3) Understanding Value, Outcomes, Costs and Risk
4) Scoping the Work
a. Cascading Goals and Requirements
b. Defining Policies, Controls, and Guidelines
c. Delegation
5) Managing Risk, Governance, and Controls
6) Continual Improvement Principles and Methods
a. Using the Continual Improvement Model
b. Performing Assessments
c. Choosing Methods
d. Defining and Prioritizing Outcomes
e. Developing Business Cases
f. Improvement Reviews and Lessons Learned
g. Building a Continual Improvement practice
7) Communications and Organizational Change Management (OCM)
a. Scope and benefits of OCM
b. Stakeholder Identification and Management
c. Communications and Influence
d. Building Feedback Mechanisms
e. Alignment and Interfaces
8) Measurement and Reporting - Defining Indicators and Metrics
9) Directing, Planning, and Improving Value Streams and Practices
a. Value Streams vs Practices
b. Using the 4 Dimensions
c. Using the ITIL Guiding Principles
d. Conducting Value Stream Mapping
e. Optimizing Workflows
f. Elimination of Waste
g. Using feedback to drive iterative improvement
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. All ITIL® online courses are offered by Logical Operations, Inc. - United States AFFILIATE of AXELOS Limited.
ITIL outlines an extensive set of management procedures that are intended to support management businesses in achieving both quality and value for money in IT business operations. These ITIL procedures are supplier independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations for the organization.
All certifications require ITIL Foundation and from there candidates can work their way up to higher level credentials noted on the below chart. For best results, candidates should attend an accredited training session such as those offered at ONLC to be ready for an ITIL authorized exam.
This certificate proves that business management and staff to understand the terminology, theory, and key practices used within ITIL. Foundational ITIL provides an awareness and knowledge of the ITIL Service Value System, including Guiding Principles, Governance, the Service Value Chain, Continual Improvement, and key ITIL Practices.
Prerequisite
None.
Authorized ITIL Training Course
(click course title for outline & dates)
ITIL 4 Foundation (live, instructor-led) ONLC includes an exam voucher with this ITIL class!
In this live, instructor-led class you'll learn core aspects of the ITIL Framework and how to use it to improve the quality of service you deliver to your business customers. This learning session will help attendees understand how IT and digital service organizations operate, the use of value streams to increase management speed and efficiency, principles guides plus knowledge of service management terms and concepts. See ITIL 4 Foundation class outline and dates
ITIL Authorized Certification Exam
ITIL exams are available online through PeopleCert .
The Next Step
Advance your status with ITIL Specialist and ITIL Strategist certifications:
ITIL 4 Specialist: Create, Deliver & Support Certification
This ITIL Specialist, like its title, creates, delivers and supports value streams to optimize customer value and reduce risks and costs. This ITIL class is a good fit for certified ITIL professionals who want to manage the operation of IT-enabled and digital products and services, and those responsible for end-to-end service delivery.
Instructor-led Training Course
(click course title for outline & dates)
ITIL Specialist: Create, Deliver & Support ONLC includes an exam voucher with this ITIL 4 course!
This course is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of value stream design, practice creation and alignment, and cross-functional collaboration models. This course training module helps with problem management and is a valuable framework for ITIL application. See ITIL Specialist: Create, Deliver & Support class outline and dates
ITIL Authorized Certification Exam
ITIL exams are available online through PeopleCert .
ITIL 4 Strategist: Direct, Plan & Improve Certification
The ITIL Strategist establishes procedures that focus on planning work, improving products, and managing change. The course also makes sure that a team’s objectives align with overall business strategy.
Instructor-led Training Course
(click
course title for outline & dates)
ITIL Strategist: Direct, Plan & Improve ONLC includes an exam voucher with this ITIL 4 course!
During this instructor-led course you'll learn key concepts, drive and support organizational change, align innovations with organizational strategies, encourage improvement and understand values, outcomes, costs and risks. You'll learn best practices and concepts that can drive value for your business. See ITIL Strategist: Direct, Plan & Improve class outline and dates
ITIL Authorized Certification Exam
ITIL exams are available online through PeopleCert .
ITIL Letter of Attendance
AXELOS is the governing body for all ITIL certifications. Per their guidelines, training centers may not issue a Certificate of Completion to any ITIL students. However, ONLC is permitted to issue a letter confirming course attendance only should it be needed.
Frequently Asked Questions About ITIL 4 Certification
What is ITIL 4 Foundation, and why is it important?
ITIL 4 Foundation is the entry-level certification in the ITIL framework, providing an introduction to the key concepts, practices, and value system of ITIL 4. It is important because it aligns IT services with business objectives, enabling organizations to deliver more effective and customer-centric services.
Who needs ITIL certification?
ITIL certification is valuable for IT professionals, service managers, and anyone involved in delivering or managing IT services. It is particularly beneficial for those working in IT service management (ITSM), as it demonstrates a solid understanding of best practices for optimizing IT service delivery and support.
Is ITIL certification worth it?
Yes, ITIL certification is worth it for professionals seeking to advance their careers in IT service management. It enhances your understanding of industry best practices, boosts your credentials, and can lead to better job opportunities and higher salaries.
How hard is ITIL 4 certification?
ITIL 4 Foundation certification is generally considered manageable, especially for those with some IT or service management experience. The exam tests your understanding of core ITIL concepts, practices, and terminology. With focused study, practice exams, and the right training, most candidates can pass on their first attempt.
How long does it take to study for ITIL Foundation?
The time needed to study for the ITIL 4 Foundation exam varies, but most candidates can prepare in 2 to 4 weeks with consistent study. This includes going through the study materials, taking practice exams, and attending a training course if needed.
Can I just take the ITIL exam?
Yes, you can take the ITIL 4 Foundation exam without taking a course, but enrolling in a training class is highly recommended. Training provides in-depth coverage of ITIL concepts and better prepares you for the exam. Self-study is possible, but structured training increases your chances of success.
What study materials are recommended for ITIL Foundation?
Recommended study materials for ITIL 4 Foundation include the official ITIL 4 Foundation book, practice exams, online courses, and instructor-led training. Joining study groups and using flashcards can also help reinforce key concepts.
How does ITIL certification benefit my career?
ITIL certification benefits your career by enhancing your knowledge of IT service management, improving your ability to manage and optimize IT services, and increasing your value to employers. It also boosts your credentials, making you a more competitive candidate for promotions and higher-paying roles.
What jobs can I get with ITIL certification?
ITIL certification can open doors to various roles, including IT Service Manager, Service Delivery Manager, IT Project Manager, Business Analyst, and IT Consultant. It is particularly valuable in industries that rely on IT services, such as finance, healthcare, and telecommunications.
Do I need to renew my ITIL certification?
As of now, the ITIL 4 Foundation certification does not require renewal and is valid for life. However, staying updated with the latest ITIL developments and considering advanced ITIL certifications can help maintain your relevance in the industry.
What are the five functions of ITIL?
In ITIL v3, the five core functions were Service Desk, Technical Management, IT Operations Management, Application Management, and Infrastructure Management. However, ITIL 4 shifts focus from functions to a holistic approach, emphasizing service value and co-creation rather than discrete functions.
What is the difference between ITIL and Agile?
ITIL focuses on best practices for IT service management, aiming for stability and consistency in service delivery. Agile, on the other hand, is a methodology that emphasizes flexibility, collaboration, and rapid iteration in software development. While ITIL is process-oriented, Agile is people-centric, with a focus on adaptability.
Earn Professional Credits
Many of ONLC's courses are approved for professional credits including CEUs (Continuing Education Unit), CPEs (Continuing Professional Education) and PDUs (Professional Development Units). Each credit program has its own requirements and process. The course certificate an ONLC student receives is proof of course completion for credit submission. Learn more about professional credits .
ONLC Education Advisors to Help You
Our advisors can assist you with questions about our classes, vendor certifications, discount options plus help you select training that's right for you. For assistance, contact our Education Advisors via chat or toll free in the USA at 1-800-288-8221 (weekdays).
ONLC Centers Coast to Coast
ONLC provides live, hands-on classes with an online instructor at our hundreds of training centers coast to coast. Our centers are fully equipped and provide an interruption-free environment to focus on learning. Find ONLC centers near me .
Live ITIL Classes from Home
You can attend our live, instructor-led classes from the comfort and convenience of your own home. The setup is really easy and you don't have to have the class software on your device. Follow our easy setup video . If you're still unsure about the setup contact an ONLC Advisor toll free for assistance.
For More ITIL Information
To learn more about ITIL training classes, professional ITIL certification and more contact our Education Advisors via chat or toll free weekdays at:
* ITIL exam voucher value varies by course selection. Additionally, Business Process classes such as ITIL are focused on process and theory. As such, they typically are not as hands-on intensive as other ONLC computer training classes.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. All ITIL online courses are offered by Logical Operations, Inc. - United States, AFFILIATE of AXELOS Limited.
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New Hampshire Residents
This course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.
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