About the Course

This course delivers a quick introduction to ITIL and service management essentials. Based around a real world financial services case study, this course is suitable for technical, business and executive personnel.

• Study online at your own pace
• 30 or 60 days online access
• Includes videos and manual
• Tutor support available via email

Course Outline

• Three easy to absorb lessons covering ITIL terminology, structure, concepts and processes
• Study duration: 2 hours

Topics include:

• Lesson 1: Introducing ITIL – including the history of ITIL and its importance
• Lesson 2: ITIL in action – a deeper dive into the service lifecycle
• Lesson 3: Implementing ITIL and next steps – includes implementation considerations and some real world case studies

Exam Info

• There is no exam for this course

Pricing

• Course – 30 days access $30
• Course – 60 days access $45

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Lifecycle stream. The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.

The Service Strategy course covers principles and processes that allow service providers to understand and meet business outcomes.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 22 easy to absorb lessons
• Study duration: 21 hours mandatory study, also 21 hours self-study with the Service Strategy core volume is recommended

Topics Include:

• Introduction to Service Strategy
• Service Strategy principles
• Service Strategy processes
  • Financial Management for IT services
  • Service Portfolio Management
  • Demand Management
  • Business Relationship Management
  • Strategy Management for IT services
  • Governance
  • Organizing for Service Strategy
  • Technology considerations
  • Implementing Service Strategy
  • Challenges, critical success factors and risks
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 21 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 3 ITIL credits

Price

• Course - 90 days access $400
• Exam Only - $299
• Course - 90 days access + Exam $699
• 30 days course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

The PRINCE2 Practitioner course allows delegates to start to apply and tailor PRINCE2 in a project environment.

The Practitioner is a globally recognised project management certification.

This course can also be purchased by existing PRINCE2 Practitioners who need to re-register their certification.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email
• NOTE: You must have a copy of the PRINCE2 manual for the course and the exam

Course Outline

• 11 modules covering project themes and processes

Topics include:

• Module 1: Introduction
• Module 2: The business case theme
• Module 3: The organisation theme
• Module 4: The quality theme
• Module 5: The plans theme
• Module 6: The risk theme
• Module 7: The change theme
• Module 8: The progress theme
• Module 9: The Starting up a Project and Initiating a Project processes
• Module 10: Managing Delivery Stages
• Module 11: The Directing a Project, Managing a Stage Boundary and Closing a Project processes

Exam Pre-Requisites

• PRINCE2 Foundation Certificate
• You must have a copy of the PRINCE2 manual for the open book exam

Exam Info

• Exam duration: 150 minutes
• Exam format: open book, multiple choice, scenario-based
• Exam delivery: online, webcam proctored
• Exam questions: 8 questions (each worth 10 marks)
• Exam pass mark: 55% (44/80 marks across 8 questions)

Pricing

• Course - 90 days access $250
• Exam Only $350
• Course - 90 days access + Exam $600
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

The PRINCE2 Foundation course is suitable for those who are new to project management and those with project management experience looking to get a globally recognised certification

The PRINCE2 Foundation certificate is a pre-requisite for the PRINCE2 Practitioner exam.

• Study online at your own pace
• 30 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email
• NOTE: You must have a copy of the PRINCE2 manual to accompany your course material

Course Outline

• 5 modules covering terminology, principles, themes and exam preparation

Topics include:

• Module 1: Overview and principles of PRINCE2
• Module 2: Pre-project Preparation
• Module 3: Initiating a project
• Module 4: Managing project delivery
• Module 5: Exam preparation

Exam Pre-Requisites

• This course does not require any existing knowledge of PRINCE2
• There are no mandatory pre-requisites for the exam

Exam Info

• Exam duration: 60 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam questions: 75 questions, 5 of which are under trial and will not contribute to your overall score
• Exam pass mark: 50% (35/70 questions)

Price

• Course - 30 days access $200
• Exam Only $199
• Course - 30 days access + Exam $399
• 30 day course extension $60

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course provides a comprehensive introduction to COBIT 5.

COBIT 5 Foundation certificate holders can understand the governance and management of enterprise IT, create awareness at senior levels and decide which elements of COBIT will benefit their organisation.

• Study online at your own pace
• 30 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exam
• Tutor support available via email

Course Outline

• 6 easy to absorb modules covering terminology, structure, concepts and value
• Study duration: 18 hours
• Module 1: Overview and key features
• Module 2: Principles
• Module 3: Enablers
• Module 4: Implementation
• Module 5: Process capability assessment model
• Module 6: Exam preparation

Exam Pre-Requisites

• There are no mandatory pre-requisites for the exam

Exam Info

• Exam duration: 40 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 50% (25/50 questions)

Price

• Course – 30 days access $200
• Exam Only $199
• Course – 30 days access + Exam $399
• 30 day course extension $60

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Lifecycle stream.

The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.

The Service Design course covers principles and processes that allow service providers to create services that meet business needs now and in the future, with minimum re-work.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 19 easy to absorb lessons
• Study duration: 21 hours mandatory study, also 21 hours self-study with the Service Design core volume is recommended
• Introduction to Service Design
• Service Design principles
• Service Design processes:
  • Service Catalogue Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Design Coordination
• Service Design technology-related activities
• Organising for Service Design
• Technology considerations
• Implementing and improving Service Design
• Challenges, critical success factors and risks
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 21 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 3 ITIL credits

Price

• Course - 90 days access $400
• Exam Only $299
• Course - 90 days access + Exam $699
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Lifecycle stream. The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.

The Service Transition course covers principles and processes that allow service providers to move new and changed services into the live environment, without disrupting the business.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 18 easy to absorb lesson
• Study duration: 21 hours mandatory study, also 21 hours self-study with the Service Transition core volume is recommended

Topics Include

• Introduction to Service Transition
• Service Transition principles
• Service Transition processes:
  • Transition Planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Change Evaluation
  • Knowledge Management
• Managing people through service transitions
• Organising for Service Transition
• Technology considerations
• Implementing Service Transition
• Challenges, critical success factors and risks
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 21 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 3 ITIL credits

Price

• Course - 90 days access $400
• Exam Only $299
• Course - 90 days access + Exam $699
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Lifecycle stream. The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.

The Service Operation course covers principles and processes that allow service providers to maintain stable live services and support their customers and end users.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 11 easy to absorb lessons
• Study duration: 21 hours mandatory study, also 21 hours self-study with the Service Operation core volume is recommended

Topics Include

• Introduction to Service Operation
• Service Operation processes:
  • Incident Management
  • Problem Management
  • Request Fulfilment
  • Access Management
  • Event Management
• Service Operation functions:
  • Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
• Common Service Operation activities
• Organizing for Service Operation
• Technology considerations
• Implementing Service Operation
• Challenges, critical success factors and risks
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 21 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 3 ITIL credits

Price

• Course - 90 days access $400
• Exam Only $299
• Course - 90 days access + Exam $699
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Lifecycle stream.

The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.

The Continual Service Improvement (CSI) course covers principles and processes that allow service providers to identify, prioritise and implement improvements to their services.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 19 easy to absorb lessons
• Study duration: 21 hours mandatory study, also 21 hours self-study with the CSI core volume is recommended

Topics Include

• Introduction to CSI
• CSI principles
• CSI processes:
  • 7 Step Improvement Process
• CSI methods and techniques
• Organising for CSI
• Technology considerations
• Implementing CSI
• Challenges, critical success factors and risks
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 21 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 3 ITIL credits

Price

• Course - 90 days access $400
• Exam Only $299
• Course - 90 days access + Exam $699
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Capability stream.

The Capability stream is targeted at delegates who will carry out ITIL processes on a day-to-day basis.

The Service Offerings and Agreements (SOA) course covers principles and processes that allow delegates to create service offerings based on business requirements and document and agree SLAs.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 10 Modules, divided into easy to absorb lessons
• Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Design and Service Strategy core volumes is recommended

Topics Include

• Introduction to Service Offerings and Agreements
• SOA processes
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT Services
  • Business Relationship Management
• SOA roles and responsibilities
• Technology and implementation considerations
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 30 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 4 ITIL credits

Price

• Course - 90 days access $450
• Exam Only $299
• Course - 90 days access + Exam $749
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Capability stream. The Capability stream is targeted at delegates who will carry out ITIL processes on a day-to-day basis.

The Planning, Protection and Optimization (PPO) covers principles and processes that allow delegates to design and operate services that will align with business needs including availability and capacity requirements.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 8 Modules, divided into easy to absorb lessons
• Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Design and Service Strategy core volumes is recommended

Topics Include:

• Introduction to Planning, Protection and Optimization
• PPO processes:
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management
• PPO roles and responsibilities
• Technology and implementation considerations
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 30 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 4 ITIL credits

Price

• Course - 90 days access $450
• Exam Only $299
• Course - 90 days access + Exam $749
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Capability stream. The Capability stream is targeted at delegates who will carry out ITIL processes on a day-to-day basis.

The Release, Control and Validation (RCV) course covers principles and processes that allow delegates to manage the implementation of new or changed services, and handle requests for access to them.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 11 Modules, divided into easy to absorb lessons
• Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Transition and Service Operation core volumes is recommended

Topics Include

• Introduction to Release, Control and Validation
• Release, Control and Validation process:
  • Change Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfilment
  • Change Evaluation
  • Knowledge Management
• Release, Control and Validation roles and responsibilities
• Technology and implementation considerations
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 30 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 4 ITIL credits

Price

• Course - 90 days access $450
• Exam Only $299
• Course - 90 days access + Exam $749
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

Managing Across the Lifecycle is the final capstone course required to reach ITIL Expert status. The course looks at using ITIL processes and practices across the lifecycle.

It includes the application and integration of service management processes and provides skills that can be used to deliver value in your organisation.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 8 Modules, divided into easy to absorb lessons
• Study duration: 30 hours mandatory study, also 28 hours self-study with the ITIL core volumes is recommended

Topics Include:

• Key concepts of the service lifecycle
• Communication and stakeholder management
• Integrating service management processes across the lifecycle
• Managing services across the lifecycle
• Governance and the organisation
• Measurement
• Implementing and improving service management capability
• Preparing for the exam

The MALC exam is based around a case study.  The case study you will use during the exam is provided as part of your course material.

Exam Pre-Requisites

• Delegates must hold 17 credits, including:
  • The ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
  • 15 credits from the ITIL Intermediate courses
• 30 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 120 minutes
• Exam format: closed book, multiple choice, includes case study
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (35/50 marks across 10 questions)
• Exam value: 5 ITIL credits

Price

• Course - 90 days access $475
• Exam Only $299
• Course - 90 days access + Exam $774
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course is part of the ITIL Intermediate Capability stream.

The Capability stream is targeted at delegates who will carry out ITIL processes on a day-to-day basis.

The Operational Support and Analysis (OSA) covers principles and processes that allow delegates to create an efficient and effective support offering for live services.

• Study online at your own pace
• 90 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Tutor support available via email

Course Outline

• 10 Modules, divided into easy to absorb lessons
• Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Operation core volume is recommended

Topics Include:

• Introduction to Operational Support and Analysis
• OSA processes and functions:
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Access Management
  • Problem Management
  • Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
• Technology and implementation considerations
• Preparing for the exam

Exam Pre-Requisites

• ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 30 hours of study via an accredited training solution – confirmed by your course completion certificate

Exam Info

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam value: 4 ITIL credits

Price

• Course - 90 days access $450
• Exam Only $299
• Course - 90 days access + Exam $749
• 30 day course extension $150

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

Produced in partnership with ITIL author Randy Steinberg, this advanced course presents a proven, real-world approach to transforming your ITSM organisation.

The course includes techniques and strategies to support the experienced ITSM practitioner.

• Study online at your own pace
• 90 or 150 days online access
• Includes video lessons, 50 downloadable resources and 4 eBooks
• Learn how to put ITIL to work in your organisation
• Tutor support available via email

Course Outline

• 7 easy to absorb video tutorials covering a real-world implementation approach
• Study duration: 10 hours

Topics Include:

• Implementing ITIL
• Measuring ITIL
• Servicing ITIL
• Architecting ITIL

Exam Info

• There is no exam for this course

Price

• Course - 90 days access $400
• Course - 150 days access $450

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course provides a comprehensive introduction to OBASHI.

OBASHI Foundation certificate holders can work as part of an OBASHI team, understand how OBASHI supports business strategy and explain the benefits of OBASHI.

• Study online at your own pace
• 30 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exam
• Tutor support available via email

Course Outline

• 12 easy to absorb modules covering terminology, structure, concepts and value
• Study duration: 13.5 hours

Topics Include:

• Lesson 1: Introducing OBASHI
• Lesson 2: OBASHI and business strategy, digital flow and digital dynamics
• Lesson 3: Core principles
• Lesson 4: Business and IT Diagrams and Dataflow Analysis View
• Lesson 5: Elements and layers
• Lesson 6: Relationship rules
• Lesson 7: Relationship types part 1
• Lesson 8: Relationship types part 2
• Lesson 9: Techniques and standards
• Lesson 10: Physical vs. Logical
• Lesson 11: Modelling using OBASHI
• Lesson 12: The OBASHI exam

Exam Pre-Requisites

• here are no mandatory pre-requisites for the exam

Exam Info

• Exam duration: 60 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 60% (30/50 questions)

Price

• Course - 30 days access $250
• Exam Only $199
• Course - 30 days access + Exam $449
• 30 day course extension $60

All prices are U.S. dollars. Taxes extra if applicable.

About the Course

This course provides a comprehensive introduction to ISO/IEC 20000, the international standard for service management

Foundation certificate holders can understand the structure of the standard and key terms used within it. They will understand what an organisation needs to do in order to be accredited to the standard.

• Study online at your own pace
• 30 days online access (with 30-day extensions available)
• Includes videos, quizzes, exercises, study guides and official syllabus, sample exam and a free eBook: ISO/IEC 20000:2011 A Pocket Guide
• Tutor support available via email

Course Outline

• 6 easy to absorb modules covering terminology, structure, concepts and value
• Study duration: 15 hours

Topics Include:

• Module 1: Introduction to ISO/IEC 20000
• Module 2: Service management system general requirements
• Module 3: Service delivery and relationship processes
• Module 4: Design, transition, control and resolution processes
• Module 5: Audits
• Module 6: Exam preparation

Exam Pre-Requisites

• There are no mandatory pre-requisites for the exam

Exam Info

• Exam duration: 60 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored
• Exam pass mark: 65% (26/40 questions)

Price

• Course - 30 days access $200
• Exam Only $199
• Course - 30 days access + Exam $399
• 30 day course extension $60

All prices are U.S. dollars. Taxes extra if applicable.

Price

• Service Strategy - 365 day access $100
• Service Design - 365 day access $100
• Service Transition - 365 day access $100
• Service Operation - 365 day access $100
• CSI - 365 days - 365 day access $100
• 5-volume set -365 day access $399

All prices are U.S. dollars. Taxes extra if applicable.

Price

• Prince2® non-expiring PDF Manual $95

All prices are U.S. dollars. Taxes extra if applicable.