ITIL® Certification Training - Bosnia and Herzegovina

Who should attend this Certified IT Service Manager (CITSM) Training?

This Certified IT Service Manager (CITSM) Course is designed to provide delegates with advanced skills and knowledge to manage Information Technology (IT) services effectively and efficiently within an organisation. This ITIL Certification Course can be beneficial for a wide range of professionals, including:

• IT Service Managers
• IT Service Delivery Managers
• IT Operations Managers
• IT Project Managers
• IT Service Desk Managers
• IT Governance Professionals
• IT Risk Managers

Prerequisites of this Certified IT Service Manager (CITSM) Course

There are no formal prerequisites for attending this Certified IT Service Manager (CITSM) Training. However, a basic understanding of Information Technology, Service Delivery, and their fundamental concepts would be beneficial for the delegates.

Certified IT Service Manager (CITSM) Course Overview

The Certified IT Service Manager (CITSM) Course is an advanced training designed to equip IT professionals with the knowledge and skills required to effectively manage and optimise IT service delivery in alignment with business objectives and industry best practices. As organisations increasingly rely on IT services to drive business success, the role of IT service managers becomes paramount in ensuring the delivery of high-quality and efficient IT services.

IT Service Managers, IT Directors, Service Delivery Managers, and anyone responsible for overseeing IT service operations should prioritise participating in the Certified IT Service Manager (CITSM) Course. This ITIL Certification course is particularly relevant for professionals seeking to enhance their understanding of IT service management principles, frameworks, and techniques to drive organisational success.

This 2-day ITIL Certification course covers a wide range of topics, including IT service strategy, service design, service transition, service operations, and continual service improvement. Participants will learn how to develop service strategies, design service portfolios, manage service transitions, and optimise service operations to meet business needs and customer expectations.

Course Objectives

• To understand the key concepts and principles of IT service management
• To learn how to align IT services with business objectives and customer needs
• To develop skills in designing, transitioning, and operating IT services effectively
• To explore service management frameworks, including ITIL, COBIT, and ISO 20000
• To understand the role of IT service managers in driving continual service improvement
• To empower IT professionals to lead and manage IT service delivery initiatives effectively

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and certification necessary to excel in IT service management roles. They will be better prepared to align IT services with business objectives, improve service quality and efficiency, and drive organisational success through effective IT service delivery practices.

What’s included in this Certified IT Service Manager (CITSM) Training?

• Certified IT Service Manager (CITSM) Examination
• World-Class Training Sessions from Experienced Instructors
• Certified IT Service Manager (CITSM) Certificate
• Digital Delegate Pack 

Certified IT Service Manager (CITSM) Exam Information

To acquire this certification, delegates will need to sit an examination. The exam is included with the course fee and will take place at the end of the second day. The exam format is detailed below:

• Questions Type: Multiple Choice
• Total Questions: 30
• Total Marks: 30 Marks
• Pass Mark: 63%, or 19/30 marks
• Duration: 60 Minutes
• Open Book/Closed Book: Open Book

Who should attend this Root Cause Analysis Training?

This ITIL Certification is designed to equip delegates with the skills and techniques necessary to identify and address the underlying causes of problems and issues within various contexts. Root Cause Analysis Certification Training is particularly beneficial for these professionals:

• Quality Assurance Professionals
• Operations Managers
• Project Managers
• Safety and Risk Management Professionals
• Problem-Solving Teams
• Process Improvement Specialists
• Manufacturing and Production Managers

Prerequisites of this Root Cause Analysis Training

There are no formal prerequisites for attending this ITIL Course in Root Cause Analysis. However, basic problem-solving and analytical skills would be beneficial for the delegates.

Root Cause Analysis Training Overview

The ITIL Root Cause Analysis Course is a specialised training course designed to equip IT professionals with the knowledge and skills necessary to identify and address the root causes of incidents and problems within an IT service environment. Root cause analysis (RCA) is a critical practice in IT service management that helps organisations identify underlying issues that contribute to service disruptions and failures.

IT Managers, Incident Managers, Problem Managers, Service Desk Analysts, and anyone involved in incident and problem management should prioritise participating in the ITIL Root Cause Analysis Course. This ITIL Certification course is particularly relevant for professionals seeking to enhance their understanding of RCA methodologies, techniques, and best practices to improve service reliability and minimise business impact.

This 1-day ITIL Certification Training by The Knowledge Academy provides delegates with a complete understanding of how the facilitator collects and organises information. They will learn to use transfer symbols to connect the inputs and outputs of related fault trees. They will also learn how to sort out priority concerns and avoid working on the wrong issue.

Course Objectives

• To understand the importance of root cause analysis in incident and problem management
• To learn various RCA methodologies, techniques, and best practices
• To develop skills in gathering relevant data and analysing causal factors
• To identify and address the root causes of incidents and problems effectively
• To formulate actionable recommendations to prevent recurrence and improve service reliability
• To empower IT professionals to drive continuous improvement through effective root cause analysis practices

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to conduct thorough root cause analysis and drive continuous improvement within their IT service environment. They will be better prepared to identify and address the underlying causes of incidents and problems, ultimately enhancing service reliability and customer satisfaction.

What’s included in this Root Cause Analysis Training?

• World-Class Training Sessions from Experienced Instructors
• Root Cause Analysis Certificate
• Digital Delegate Pack

Who should attend this ITIL® 4 Certification Course?

This ITIL® 4 Foundation Exam Resit Certification is intended for individuals who:

• Previously attempted the exam
• Needs refresher training
• IT Professionals

Prerequisites of the ITIL® 4 Foundation Exam Resit

For this ITIL® 4 Foundation Exam Resit, delegates must have previously completed the ITIL® 4 Foundation Training Course and attempted the exam at least once. A thorough understanding of the ITIL® 4 Foundation syllabus is crucial.

ITIL® 4 Foundation Exam Resit Course Overview

ITIL 4 Foundation introduces the ITIL 4 framework and shows how it can be used to improve IT service management. It explains the guiding principles of Service Management, the four dimensions, and how it ITIL 4 works with Lean, Agile and DevOps. It’s also a prerequisite for other ITIL 4 certifications. This ITIL Certification, allows candidates who have previously completed the ITIL® 4 Foundation Course to attempt the exam again.

What's included in this ITIL® 4 Training Course?

• ITIL® 4 Foundation Examination
• PDUs
• Certificate

ITIL® 4 Foundation Exam Information

The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. 

• Question Type: Multiple Choice 
• Total Questions: 40 
• Total Marks: 40 Marks 
• Pass Mark: 65% or 26/40 Marks 
• Duration: 60 minutes 
• Open Book/ Closed Book: Closed Book

ITIL® 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.

Please Note: This exam and course have been retired by Axelos. Delegates will be required to take ITIL 4 Foundation to start their ITIL v4 journey.

Who should attend this  ITIL® 4 Managing Professional Transition Module Certification?

The course is designed for those with management–level knowledge of ITIL® v3 who wish to transition to ITIL® 4.

Prerequisites of the ITIL® 4 Managing Professional Transition Module Course

To take the transition module, all candidates must be at Expert level or have a minimum of 17 v3 credits. Candidates can continue to collect their v3 Intermediate or Practitioner credits to enable them to be eligible to take the transition module when it is launched.

Please Note: This exam and course have been retired by Axelos. Delegates will be required to take ITIL 4 Foundation to start their ITIL v4 journey 

ITIL® 4 Managing Professional Transition Module Course Overview

This course allows professionals with credits from Intermediate modules in ITIL® v3 to transfer their knowledge to the new ITIL® Managing Professional stream and gain the ITIL® Managing Professional certification – all in just 2 days.

Taking previous knowledge of ITIL® into consideration, the course covers the four component modules which make up ITIL® Managing Professional:

• ITIL® 4 Specialist Create, Deliver and Support
• ITIL® 4 Specialist Drive Stakeholder Value
• ITIL® 4 Specialist High Velocity IT
• ITIL® 4 Strategist Direct, Plan and Improve

This is followed by an exam which confirms knowledge of how to manage successful IT services, teams, and workflows.

Please Note: This exam and course have been retired by Axelos. Delegates will be required to take ITIL 4 Foundation to start their ITIL v4 journey 

What's Included in this ITIL® 4 Managing Professional Transition Module Course?

• ITIL® Managing Professional Exam
• World-class training sessions from experienced instructors
• ITIL® Managing Professional Certificate
• Digital Delegate Pack

ITIL® 4 Managing Professional Transition Module Exam Information

The ITIL 4 Managing Professional Transition qualification is intended to allow candidates of the previous iteration of ITIL (V3) the opportunity for a straightforward transition to ITIL 4 to achieve the designation of ITIL 4 Managing Professional.

ITIL® 4 Managing Professional Transition Module exam format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 28 out of 40 marks required to pass (70%)
• Duration: 90 Minutes
• Open Book: No, this is a closed book exam

Who should attend this ITIL® 4 Specialist: Create, Deliver, and Support CDS Certification?

This ITIL® 4 Specialist: Create, Deliver and Support Course is designed for IT practitioners and leaders who are involved in the creation, delivery, and support of digital products and services. This ITIL Certification Training is beneficial for a wide range of professionals, such as:

• IT Service Managers
• IT Operations Managers
• Service Desk Managers
• Technical Support Engineers
• DevOps Professionals
• IT Project Managers
• ITIL® Foundation Certificate Holders

Prerequisites of the ITIL® 4 Specialist: Create, Deliver, and Support CDS Training Course

Candidates must have the ITIL® 4 Foundation Certificate to study this ITIL® 4 Specialist: Create, Deliver, and Support Course.

ITIL ® 4 Specialist: Create, Deliver and Support Training Overview

The ITIL® 4 Specialist: Create, Deliver, and Support Training is a specialised course that is designed to provide IT professionals with the knowledge and skills required to effectively create, deliver, and support IT services aligned with the ITIL 4 framework. In today's rapidly evolving IT landscape, this training plays a crucial role in empowering IT professionals to drive service excellence and customer satisfaction.

IT Service Managers, IT professionals, Service Desk Managers, and anyone involved in the delivery and support of IT services should prioritise participating in the ITIL® 4 Specialist: Create, Deliver, and Support Training. This training is essential for individuals seeking to enhance their understanding of IT service management practices, adopt a service-oriented approach, and optimise IT service delivery processes.

This 2-day ITIL® Certification Training by The Knowledge Academy covers a wide range of topics, including service design principles, service delivery models, service level management, service transition, and service improvement practices. Participants will learn how to design and implement service offerings, manage service portfolios, ensure service continuity, and optimise service performance.

Course Objectives

• To understand the key concepts, principles, and practices of IT service management in alignment with the ITIL 4 framework
• To learn how to design and create IT services that meet the needs and expectations of customers and stakeholders
• To develop skills in delivering and supporting IT services throughout their lifecycle, from design to retirement
• To explore service management processes and functions, including service level management, service desk operations, and incident management
• To optimise IT service delivery processes and continuously improve service quality and performance
• To empower IT professionals to drive service excellence and customer satisfaction through effective IT service management practices

Upon completion of the ITIL® 4 Specialist: Create, Deliver, and Support Training, participants will be equipped with the knowledge, skills, and certification necessary to effectively create, deliver, and support IT services in accordance with the ITIL 4 framework. They will be better prepared to align IT services with business objectives, improve service quality and performance, and drive organisational success through efficient and customer-focused IT service management practices.

What’s included in this ITIL® 4 Specialist: Create, Deliver, and Support CDS Certification Training?

• ITIL® 4 Specialist: Create, Deliver and Support (CDS) Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: Create, Deliver, and Support (CDS) Certificate
• Digital Delegate Pack

ITIL® 4 Specialist: Create, Deliver and Support (CDS) Exam Information

The ITIL® 4 Specialist: Create, Deliver and Support CDS exam is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. The exam information is as follows: 

• Question Type: Multiple Choice 
• Total Questions: 40  
• Total Marks: 40 Marks  
• Pass Mark: 70%, or 28/40 Marks 
• Duration: 90 Minutes 
• Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course?

This ITIL® 4 Specialist: Drive Stakeholder Value Training Course is designed for anyone who wants to learn how to improve the way their organisation delivers value to its stakeholders. This ITIL® Certification is especially beneficial for these professionals:

• Customer Service Managers
• IT Service Managers
• Project Managers
• Product Managers
• Business Relationship Managers
• Marketing and Outreach Teams in IT
• Business Analysts

Prerequisites of the ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course

The most important prerequisite of this ITIL® 4 Training Course is holding an ITIL® 4 Foundation Certificate in IT Service Management.

ITIL® 4 Specialist: Drive Stakeholder Value Course Overview

The ITIL® 4 Specialist: Drive Stakeholder Value Course is a dynamic and intensive training designed to equip individuals and professionals with the knowledge and skills to drive stakeholder value within an organisation. ITIL® (Information Technology Infrastructure Library) is a globally recognised framework for IT service management that emphasises delivering value to stakeholders.

Understanding stakeholder value is crucial for individuals and professionals working in IT Service Management, Project Management, and Business Relationship Management. IT service Managers, Business Analysts, Service Desk Managers, and individuals involved in service design and delivery should aim to master this subject to ensure that IT services meet the needs and expectations of stakeholders.

This intensive 2-day ITIL® 4 Specialist: Drive Stakeholder Value Course, offered by The Knowledge Academy, covers the key concepts of ITIL® 4, with a focus on driving stakeholder value. It includes practical exercises, case studies, and real-world scenarios to enable participants to apply ITIL® 4 principles in their professional roles effectively.

Course Objectives

• To understand the principles and concepts of ITIL® 4, with a focus on driving stakeholder value
• To learn how to identify, engage, and manage stakeholders effectively
• To develop skills in shaping service experiences and ensuring value co-creation
• To apply ITIL® 4 principles to enhance stakeholder satisfaction and business outcomes
• To improve stakeholder management practices and contribute to service excellence

Upon completing the ITIL Certification, delegates will benefit from enhanced knowledge and practical skills in stakeholder management and value co-creation. They will be well-equipped to identify, engage, and manage stakeholders effectively, ensuring that IT services align with business objectives and deliver value to stakeholders.

What’s included in this ITIL® 4 Specialist: Drive Stakeholder Value DSV Certification Course?

• ITIL® 4 Specialist: Drive Stakeholder Value Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: Drive Stakeholder Value Certificate
• Digital Delegate Pack

Official Axelos ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Exam Information

The ITIL® 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations. 

• Question Type: Multiple Choice 
• Total Questions: 40  
• Total Marks: 40 Marks  
• Pass Mark: 70%, or 28/40 Marks 
• Duration: 90 Minutes 
• Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Certification Course?

This ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Course is an advanced-level ITIL® Certification Course ideal for anyone who wants to learn how to use ITIL® 4 principles for strategic direction, planning, and advancement of IT services. This ITIL Certification Course is especially beneficial for professionals in the following roles:

• IT Service Management (ITSM) Professionals
• Senior IT Managers
• Business Relationship Managers
• IT Project Managers
• IT Programme Managers
• Quality Assurance Managers
• IT Consultants

Prerequisites of the ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Training Course

To pursue the ITIL® 4 Strategist: Direct, Plan, and Improve Training (DPI) certification, candidates must understand ITIL® 4 concepts and have passed the ITIL® 4 Foundation Certification Exam.

ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Certification Course Overview

ITIL® 4 is the latest version of ITIL Certification that provides a digital operating model that allows organisations to co-create effective value from their IT-supported products and services. It promotes greater alignment with new working methods, like Lean, Agile, and DevOps. This ITIL Certification helps to align product and service management with modern business requirements, drives successful organisational transformation, and continuously improves businesses.

IT Managers, IT Directors, Service Managers, and anyone involved in IT service management and strategic planning should prioritise participating in the ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Certification Course. This ITIL Course is essential for individuals seeking to enhance their strategic capabilities, align IT services with business objectives, and drive organisational success through effective service management practices.

This 2-day ITIL Certification Course covers a wide range of topics, including strategic planning principles, performance management, risk management, and continual improvement practices. Participants will learn how to assess current capabilities, identify improvement opportunities, develop strategic plans, and drive organisational change.

Course Objectives

• To understand the key concepts and principles of strategic planning and improvement in IT service management
• To learn how to assess current capabilities, identify improvement opportunities, and set strategic objectives
• To develop skills in developing and implementing IT service improvement plans and initiatives
• To explore performance management, risk management, and measurement techniques for driving continual improvement
• To understand the role of governance, leadership, and culture in driving strategic alignment and service excellence
• To empower IT professionals to lead strategic initiatives, drive organisational change, and optimise IT service delivery

Upon completion of the ITIL Certification, participants will be equipped with the knowledge, skills, and certification necessary to strategically direct, plan, and improve IT services in alignment with organisational objectives. They will be better prepared to drive organisational change, optimise resources, and continuously improve service delivery to meet evolving business needs and customer expectations.

What's included in this ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Certification Course?

• ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL®4 Strategist: Direct, Plan, and Improve (DPI) Certificate
• Digital Delegate Pack

ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Exam Information

The ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Exam assesses participants' understanding of the ITIL® 4 principles and practices related to strategic planning, governance, and continual improvement. 

• Question Type: Multiple Choice 
• Total Questions: 40  
• Total Marks: 40 Marks  
• Pass Mark: 70%, or 28/40 Marks 
• Duration: 90 Minutes 
• Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Specialist: High-Velocity IT Certification Course?

This ITIL® 4 Specialist: High-Velocity IT Training is designed for IT professionals who work within or towards high-velocity environments and are frequently associated with digital transformation projects. It is beneficial for a variety of professionals such as:

• IT Project Managers
• IT Programme Managers
• Service Managers
• Quality Assurance (QA) Managers
• Business Relationship Managers
• Business Analysts
• DevOps Engineers

Prerequisites of the ITIL® 4 Specialist: High-Velocity IT Certification Course

Holding an ITIL® 4 Foundation Certification is a must before attending this ITIL® 4 Specialist: High Velocity IT Course.

ITIL® 4 Specialist: High Velocity IT Training Course Overview

The ITIL® 4 Specialist: High-Velocity IT Training is a specialised course aimed at equipping IT professionals with the knowledge and skills needed to thrive in a fast-paced, digital environment. In today's rapidly evolving IT landscape, this ITIL Course is essential for individuals seeking to understand and implement IT practices that enable organisations to deliver high-speed services while maintaining quality and resilience.

IT Managers, Service Managers, DevOps Engineers, and anyone involved in IT service delivery should prioritise participating in the ITIL® 4 Specialist: High Velocity IT Training Course. This ITIL Course is particularly relevant for professionals working in organisations that prioritise agility, innovation, and rapid deployment of IT services.

This 2-day ITIL Certification Course covers a wide range of topics, including agile methodologies, lean principles, DevOps practices, and cloud computing. Participants will learn how to leverage these concepts to accelerate service delivery, increase agility, and drive continuous improvement.

Course Objectives

• To understand the principles and concepts of high-velocity IT in the context of digital transformation
• To learn how to apply agile methodologies and DevOps practices to accelerate service delivery
• To explore lean principles and techniques for optimising workflows and reducing waste
• To understand the role of automation, cloud computing, and containerisation in high-velocity IT
• To develop skills in building resilient and scalable IT systems that can adapt to change quickly
• To empower IT professionals to drive innovation, agility, and continuous improvement within their organisations

Upon completion of the ITIL Certification, participants will be equipped with the knowledge, skills, and confidence needed to implement high-velocity IT practices and drive digital transformation within their organisations. They will be better prepared to meet the demands of a rapidly changing digital landscape, deliver value to customers at high speed, and maintain a competitive edge in the market.

What’s included in this ITIL® 4 Specialist: High-Velocity IT Certification Course?

• ITIL® 4 Specialist: High-Velocity IT Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: High-Velocity IT Certificate
• Digital Delegate Pack

Official Axelos ITIL® 4 Specialist: High Velocity IT Exam Information

The ITIL® 4 Specialist: High-Velocity IT module helps you with converging business and IT goals, recognising and managing complex adaptive systems, bridging the development and operations gap, and improving performance with Lean, Agile, and DevOps. 

• Question Type: Multiple Choice 
• Total Questions: 40  
• Total Marks: 40 Marks  
• Pass Mark: 70%, or 28/40 Marks 
• Duration: 90 Minutes 
• Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Leader: Digital and IT Strategy (DITS) Training Course?

This ITIL® 4 Leader: Digital and IT Strategy Course is ideal for IT professionals and leaders who are responsible for shaping and driving strategic IT and digital decisions within their organisations. This ITIL Certification beneficial for a variety of professionals including:

• IT Service Managers
• IT Project Managers
• Enterprise Architects
• Quality Assurance Managers
• Digital Service Professionals
• Business Strategists
• Stakeholders

Prerequisites of the ITIL® 4 Leader: Digital and IT Strategy (DITS) Training Course

Holding an ITIL®4 Foundation Certificate is a must before attending this ITIL® 4 Strategic Leader: Digital and IT Strategy Course.

ITIL® 4 Leader: Digital and IT Strategy (DITS) Certification Course Overview

ITIL stands for Information Technology Infrastructure Library, and it is the most extensively used IT Service Management framework globally. ITIL directs an organisation's and individuals' use of technology as a tool to promote business change, transformation, and development.

IT Executives, IT Directors, Digital Transformation Leaders, and anyone involved in shaping digital and IT strategies within their organisation should prioritise participating in the ITIL® 4 Leader: Digital and IT Strategy (DITS) Certification. This ITIL Certification is essential for individuals seeking to enhance their understanding of digital strategy frameworks, leverage emerging technologies, and drive strategic alignment between IT and business objectives.

In this 2-day ITIL® 4 Leader: Digital and IT Strategy DITS Training Course, delegates will enlighten their expertise about the basic and advanced concepts about various ITIL guiding principles in Digital and IT Strategy. Delegates will gain in-depth knowledge about the procedures and methods for defining and pushing for a digital and IT strategy.

Course Objectives

• To understand the impact of disruptive technologies on strategic IT planning and execution
• To learn to manage risks and enable business value in a digital environment
• To develop skills to drive successful digital transformation within an IT organisation
• To gain proficiency in using ITIL frameworks for strategic decisions and operations
• To develop leadership skills for facilitating effective collaboration in strategy development
• To attain knowledge to align digital and IT strategies with business objectives.

Upon completion of the ITIL Certification, participants will be equipped with the knowledge, skills, and certification necessary to lead digital transformation initiatives and shape IT strategies that drive organisational success. They will be better prepared to navigate the complexities of digital disruption, leverage emerging technologies, and create value through strategic alignment between IT and business objectives.

What’s included in this ITIL® 4 Leader: Digital and IT Strategy (DITS) Training Course?

• ITIL® 4 Leader: Digital and IT Strategy (DITS) Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Leader: Digital and IT Strategy (DITS) Certificate
• Digital Delegate Pack

ITIL® 4 Leader: Digital and IT Strategy DITS​ Exam Information

The ITIL® 4 Leader: Digital and IT Strategy (DITS) Exam assesses participants' knowledge and ability to apply ITIL® 4 concepts and principles related to digital and IT strategy leadership. 

• Question Type: Multiple Choice 
• Total Questions: 30  
• Total Marks: 30 Marks  
• Pass Mark: 70%, or 21/30 Marks 
• Duration: 60 Minutes 
• Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Specialist: Acquiring and Managing Cloud Services Training Course?

This ITIL® 4 Specialist: Acquiring and Managing Cloud Services (ITIL® AMCS) Course is ideal for anyone who understands relevant ITIL® 4 guidance and enables career development opportunities in the cloud service domain. This ITIL Certification Course is beneficial for these professionals:

• IT Service Managers
• Cloud Solution Architects
• Cloud Service Managers
• Business Analysts
• IT Security Professionals
• DevOps Engineers
• Cybersecurity Managers

Prerequisites of the ITI® 4 Specialist: Acquiring and Managing Cloud Services Training Course

There are no formal prerequisites for attending this ITIL® 4 Specialist Course.

ITIL® 4 Specialist: Acquiring and Managing Cloud Services ITIL® AMCS Course Overview

This ITIL® 4 Specialist Acquiring and Managing Cloud Services Course delve into the critical realm of cloud services within the ITIL® 4 framework, exploring their significance in modern IT infrastructures. It elucidates the principles, strategies, and practices essential for effectively acquiring and managing cloud services, aligning them with business objectives. With the accelerating shift to cloud-based solutions, this ITIL Course provides indispensable insights into optimising the utilisation and management of cloud services.

Proficiency in acquiring and managing cloud services is crucial. IT managers, service delivery professionals, cloud architects, and those involved in IT service management can benefit immensely from mastering this domain. It ensures streamlined service delivery, cost optimisation, enhanced scalability, and responsiveness to dynamic business needs.

This intensive 2-day ITIL Certification Training equips delegates with a comprehensive understanding of cloud service acquisition and management within the ITIL® framework. Delegates will gain practical insights into navigating challenges, optimising service delivery, and ensuring seamless integration of cloud services within organisational frameworks. They'll acquire the tools to drive innovation and strategic decision-making regarding cloud utilisation.

Course Objectives

• To understand the fundamentals of cloud service acquisition in alignment with organisational objectives
• To explore strategies for effectively managing diverse cloud services and their integration
• To assess risks and implement best practices for secure and compliant cloud service management
• To optimise cost, performance, and scalability of cloud services
• To enhance service delivery by leveraging cloud-based solutions efficiently
• To establish governance frameworks for sustainable and effective cloud service management
• To foster a culture of continuous improvement in cloud service acquisition and management

Upon completion of the ITIL Certification, participants will be equipped with the knowledge, skills, and confidence needed to navigate the complexities of cloud computing and effectively manage cloud services within their organisations. They will be better prepared to leverage cloud technology to drive innovation, improve agility, and achieve strategic business objectives.

What’s included in this ITIL® 4 Specialist: Acquiring and Managing Cloud Services ITIL® Training Course?

• ITIL® 4 Specialist: Acquiring and Managing Cloud Services ITIL® (AMCS) Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: Acquiring and Managing Cloud Services ITIL® AMCS Certificate
• Digital Delegate Pack

ITIL® 4 Specialist Acquiring And Managing Cloud Services ITIL® AMCS Exam Information

The ITIL® 4 Specialist Acquiring and Managing Cloud Services (ITIL® AMCS) exam evaluates a candidate's proficiency in understanding and applying best practices for cloud service acquisition and management, in alignment with the ITIL® 4 framework's principles and guidelines. 

• Question Type: Multiple Choice 
• Total Questions: 40 
• Total Marks: 40 Marks 
• Pass Mark: 65% or 26/40 Marks 
• Duration: 90 Minutes 
• Open Book/ Closed Book: Closed Book 

Who should attend this ITIL® 4 Specialist: Sustainability in Digital and IT (ITIL®-SDIT) Training Course?

This ITIL® 4 Specialist: Sustainability in Digital and IT Course is ideal for anyone interested in learning how service organisations can address sustainability challenges related to their digital and IT strategies, tactics, and operations, with a focus on ITIL®'s Service Value Chain and ITIL® practices. This ITIL Certification Course training course is beneficial for these professionals:

• IT Managers
• Business Analysts
• Service Design Managers
• Supply Chain Managers
• Sustainability Officers and Managers
• Digital Transformation Leaders
• Cloud Service Managers and Strategists

Prerequisites of the ITIL® 4 Specialist: Sustainability in Digital and IT Training (ITIL®-SDIT) Course

There are no formal prerequisites for attending this ITIL® 4 Specialist: Sustainability in Digital and IT (ITIL® SDIT) Training Course.

ITIL® 4 Specialist: Sustainability in Digital and IT Training (ITIL® SDIT) Course Overview

The ITIL® 4 Specialist: Sustainability in Digital and IT Training is a specialised course aimed at educating IT professionals on integrating sustainability practices into digital and IT operations. In today's rapidly changing world, sustainability has become a critical consideration for organisations striving to minimise their environmental impact and promote social responsibility.

IT Managers, Sustainability Officers, Digital Transformation Leaders, and anyone involved in IT operations should prioritise participating in the ITIL® 4 Specialist: Sustainability in Digital and IT Training. This ITIL Course is particularly relevant for professionals seeking to align IT initiatives with sustainability goals and contribute to environmental stewardship and corporate sustainability efforts.

This 2-day ITIL Certification covers a wide range of topics, including sustainable IT principles, green IT strategies, energy-efficient technologies, and sustainable procurement practices. Participants will learn how to assess the environmental impact of IT operations, develop sustainability strategies, and implement initiatives to reduce carbon footprint and promote environmental sustainability.

Course Objectives

• To understand sustainable practices in digital and IT services
• To implement circular economy principles in IT operations
• To minimise environmental impact and reduce waste
• To optimise resource usage in IT and digital services
• To develop strategies for sustainable IT service management
• To enhance corporate social responsibility through IT sustainability

Upon completion of the ITIL® Course, participants will be equipped with the knowledge, skills, and confidence needed to integrate sustainability practices into digital and IT operations effectively. They will be better prepared to drive environmental stewardship, promote social responsibility, and contribute to the long-term sustainability of their organisations and communities.

What’s included in this ITIL® 4 Specialist: Sustainability in Digital and IT Training Course?

• ITIL® 4 Specialist: Sustainability in Digital and IT Training ITIL® (SDIT) Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: Sustainability in Digital and IT Training ITIL® (SDIT) Certificate
• Digital Delegate Pack

ITIL® 4 Specialist Sustainability in Digital and IT Training (ITIL® SDIT) Exam Information 

The ITIL® 4 Specialist: Sustainability in Digital and IT (ITIL® SDIT) Exam assesses participants' understanding of the ITIL® 4 concepts and practices related to sustainability in the context of digital and IT services. 

• Question Type: Multiple Choice 
• Total Questions: 35 
• Total Marks: 35 Marks 
• Pass Mark: 65% or 23/35 Marks 
• Duration: 60 Minutes 
• Open Book/ Closed Book: Closed Book 

Who should attend this Complete ITIL 4 Managing Professional (MP) Certification Path Course?

The Complete ITIL 4 Managing Professional (MP) Certification Path Course is suitable for anyone looking to deepen their understanding of IT Service Management's best practices as defined by ITIL 4 and those aiming for advanced ITIL 4 Certifications.

A few of the professionals who will benefit from this ITIL Certification are:

• IT Service Managers and Practitioners
• IT Architects and Planners
• Service Delivery Professionals
• IT Consultants
• Quality and Process Engineers
• IT Auditors
• Project Managers

Prerequisites of the Complete ITIL 4 Managing Professional (MP) Certification Path Course

To undertake the ITIL 4 Managing Professional (MP) Certification Path Course, candidates typically need an ITIL 4 Foundation Certification. Additionally, experience in IT Service Management or a related field is advantageous but not mandatory. 

Complete ITIL 4 Managing Professional (MP) Certification Course Overview

ITIL (Information Technology Infrastructure Library) is a globally recognised framework that sets best practices for IT service management, offering a structured approach to effectively plan, design, deliver, and manage IT services. ITIL is essential for optimising IT service delivery, aligning IT with business objectives, and enhancing overall service quality, reliability, and efficiency. ITIL Certification  enables organisations to utilise tools to streamline IT operations, improve service performance, and enhance customer satisfaction.

By pursuing this ITIL Certification, individuals will gain comprehensive knowledge of ITIL principles and methodologies, enabling them to significantly contribute to their organisation's IT service improvement initiatives. Attaining knowledge from this ITIL Certification will open doors to career advancement, paving the way for leadership roles and increased opportunities for professional development.

In this Complete ITIL® 4 Managing Professional (MP) Certification Path Training Course, delegates will learn the fundamental concepts, terminology, and practices of ITIL. They will also learn how to create, deliver, and support' services by mastering service design, development, and deployment. Delegates will also learn about stakeholder value concepts and high-velocity IT procedures. They will acquire Direct, Plan and Improve strategic skills to align IT services with business goals and drive continuous improvement. This ITIL Certification will be conducted by our highly professional and skilled trainer, who has years of experience in teaching.

Course Objectives:

• To comprehend the value of ITIL in modern IT service management
• To develop expertise in creating, testing, and delivering IT services
• To align IT services with customer needs and business outcomes
• To explore rapid IT service delivery, digital transformation, and automation
• To drive organisational growth and value through effective IT governance
• To enhance skills in service operation, incident management, and service desk

After attending this Complete ITIL® 4 Managing Professional (MP) Certification Path Course, delegates will be able to create, deliver, and support IT services, ensuring operational excellence and customer satisfaction. They will also be able to direct, plan, and improve IT service management, enhancing governance, risk management, and continuous improvement strategies.

What’s included in the Complete ITIL 4 Managing Professional (MP) Certification Path Course?

• World-class training from Experienced Instructors
• Complete ITIL 4 Managing Professional (MP) Certification Path Certificate
• Digital Delegate Pack

Who should attend this ITIL® 4 Specialist: IT Asset Management Training Course?

This ITIL® 4 Specialist: IT Asset Management Course is suitable for IT professionals who are involved in managing costs and risks, monitoring and ensuring compliance, and good governance of IT assets. Professionals who will benefit the most from this ITIL Certification Course are:

• IT Financial Managers
• IT Procurement Specialists
• IT Asset Managers
• Project Managers
• Risk Managers
• Business Continuity Managers

Prerequisites of the ITIL® 4 Specialist: IT Asset Management Training Course

Holding an ITI® 4 Foundation Certificate is a must before attending this ITIL® 4 Specialist: IT Asset Management Training Course.

ITIL® 4 Specialist: IT Asset Management Training Course Overview

The ITIL® 4 Specialist: IT Asset Management Training is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage IT assets throughout their lifecycle. In today's complex IT environment, where organisations rely on a wide range of assets to support their operations, proper management of IT assets is essential for optimising costs, mitigating risks, and ensuring compliance with regulatory requirements.

IT Managers, Asset Managers, Procurement Professionals, and anyone involved in IT asset management should prioritise participating in the ITIL® 4 Specialist: IT Asset Management Training. This ITIL Training is particularly relevant for professionals seeking to enhance their understanding of IT asset management principles, processes, and best practices.

This 3-day ITIL Certification Training covers a wide range of topics, including IT asset lifecycle management, inventory management, software asset management, license compliance, and asset disposal. Participants will learn how to establish an effective IT asset management framework, conduct asset inventories, track asset usage and performance, and optimise asset utilisation.

Course Objectives

• To understand the key concepts and principles of IT asset management in the context of IT service management
• To learn how to establish an effective IT asset management framework and governance structure
• To develop skills in conducting asset inventories, tracking asset usage, and managing asset lifecycle
• To explore software asset management practices, including license management and compliance
• To understand the role of IT asset management in cost optimisation, risk mitigation, and compliance management

Upon completion of the ITIL Certification Training, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage IT assets throughout their lifecycle. They will be better prepared to optimise asset utilisation, reduce costs, mitigate risks, and ensure compliance with regulatory requirements, ultimately contributing to improved efficiency and effectiveness of IT operations within their organisations.

What’s included in this ITIL® 4 Specialist: IT Asset Management Training Course?

• ITIL® 4 Specialist: IT Asset Management Training Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: IT Asset Management Certificate
• Digital Delegate Pack

ITIL® 4 Specialist: IT Asset Management Training Exam Information 

The ITIL® 4 Specialist: IT Asset Management Training Exam assesses participants' understanding of the ITIL® 4 concepts and practices related to IT asset management. This certification focuses on effective management and optimisation of IT assets throughout their lifecycle. 

• Question Type: Multiple-Choice 
• Total Questions: 40 
• Total Marks: 40 Marks 
• Pass Mark: 65%, or 26/40 Marks  
• Duration: 90 minutes 
• Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Specialist: Business Relationship Management Training Course?

This ITIL® 4 Specialist: Business Relationship Management Course is suitable for IT professionals who are involved in establishing and managing the relationships between service providers and consumer organisations, and their stakeholders.  The ITIL Certification is beneficial for these professionals:

• Business Relationship Managers
• Service Level Managers
• Business Analysts
• IT Directors
• Account Managers
• Project Managers
• Service Portfolio Managers

Prerequisites of the ITIL® 4 Specialist: Business Relationship Management Training Course

To attend the ITIL® 4 Specialist: Business Relationship Management training, participants need to have a basic understanding of ITIL® 4 principles and preferably have completed the ITIL® 4 Foundation certification.

ITIL® 4 Specialist: Business Relationship Management Training Course Overview

In the rapidly evolving landscape of IT service management, the ITIL® 4 Specialist: Business Relationship Management (BRM) Training Course emerges as a critical component. This ITIL Course focuses on the indispensable discipline of Business Relationship Management, highlighting its relevance in fostering effective communication and collaboration between IT service providers and their business partners.

Understanding the dynamics of Business Relationship Management is crucial for IT professionals, Business Analysts, and Service Managers. ITIL® 4 Specialist: BRM is designed for those aiming to enhance their skills in managing relationships between IT and business stakeholders. As organisations strive for alignment between IT services and business goals, individuals with expertise in BRM are well-positioned to drive value.

This 3-day ITIL Certification Training by The Knowledge Academy provides a comprehensive and practical approach to ITIL® 4 Specialist: BRM. Delegates will delve into the intricacies of BRM processes, stakeholder engagement, and communication strategies. The course equips participants with the tools to create a collaborative environment, facilitating the achievement of business objectives through effective IT service management.

Course Objectives

• To understand the principles and practices of ITIL® 4 Business Relationship Management
• To explore effective communication strategies between IT and business stakeholders
• To master the processes and techniques for stakeholder engagement
• To gain insights into aligning IT services with business objectives
• To enhance skills in creating a collaborative and value-driven IT environment
• To obtain the ITIL® 4 Specialist: Business Relationship Management Certification

Upon completing this ITIL Certification course, delegates will benefit by gaining a comprehensive understanding of BRM, enhancing their ability to bridge the gap between IT and business, and earning a valuable certification that validates their expertise in ITIL® 4 Specialist: Business Relationship Management.

What’s included in this ITIL® 4 Specialist: Business Relationship Management Training Course?

• ITIL® 4 Specialist: Business Relationship Management Training Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: Business Relationship Management Training Certificate
• Digital Delegate Pack

ITIL® 4 Specialist Business Relationship Management Training Exam Information 

The ITIL® 4 Specialist: Business Relationship Management Training Exam assesses participants' understanding of the ITIL® 4 principles and practices related to business relationship management. This certification focuses on building strong relationships between IT and business to ensure effective collaboration and value delivery. 

• Question Type: Multiple Choice 
• Total Questions: 40 
• Total Marks: 40 Marks 
• Pass Mark: 65%, or 26/40 Marks 
• Duration: 90 minutes 
• Open Book/ Closed Book: Closed book

Who should attend this ITIL® 4 Practitioner: Incident Management Training Course?

This ITIL® 4 Practitioner: Incident Management Training Course is intended for IT professionals who are involved in minimising the negative consequences of incidents by restoring normal service operation as quickly as possible. This training course is beneficial for these professionals:

• Incident Managers
• IT Support Staff
• IT Service Managers
• IT Consultants
• Business Managers
• IT Operations Managers
• Change Managers
• IT Security Professionals

Prerequisites of the ITIL® 4 Practitioner: Incident Management Training Course

To pursue this ITIL® 4 Practitioner: Incident Management Training, delegates must have an ITI® 4 Foundation Certification. Prior experience in IT service management is also recommended.

ITIL® 4 Practitioner: Incident Management Training Course Overview

The ITIL® 4 Practitioner: Incident Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage incidents within an IT service environment. Incident management is a critical process that aims to restore normal service operation as quickly as possible and minimise the impact of incidents on business operations.

IT Managers, Incident Managers, Service Desk Analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Incident Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of incident management principles, processes, and best practices to improve service availability and minimise service disruptions.

The 1-day ITIL Certification Course comprehensively covers all the essential topics, enabling delegates to understand incident management principles, processes, and best practices. Throughout the training, delegates will learn how to effectively identify, prioritise, categorise incidents, how to escalate and communicate incidents to relevant stakeholders, and more.

Course Objectives

• To learn the processes and activities involved in incident management
• To gain practical knowledge in incident identification and prioritisation
• To learn effective communication techniques for incident management
• To learn how to analyse incident data and use it for continuous improvement
• To understand the role of incident resolution and recovery in minimising business impact

Upon completing this ITIL Certification Course, delegates will receive a certification that validates their expertise in ITIL® 4 Incident Management, enabling them to enhance their career prospects and contribute significantly to their organisation’s IT service management processes.

What’s included in this ITIL® 4 Practitioner: Incident Management Training Course?

• ITIL® 4 Practitioner: Incident Management Training Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Practitioner: Incident Management Training Certificate
• Digital Delegate Pack

ITIL® 4 Practitioner: Incident Management Exam Information 

The ITIL® 4 Practitioner: Incident Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to incident management. This certification focuses on effectively managing and resolving incidents to minimise business impact and ensure service continuity. The exam format is as follows: 

• Type of Questions: Multiple Choice 
• Total Questions: 20 
• Number of marks: 20 Marks 
• Pass mark: 65%, or 13/20 Marks 
• Duration: 30 Minutes 
• Open Book/Closed Book: Closed book

Who should attend this ITIL® 4 Practitioner: Service Request Management Training Course?

This ITIL® 4 Practitioner: Service Request Management Course is suitable for a variety of IT professionals who are involved in managing, coordinating, and implementing service requests within an organisation. A few of the professions who will benefit the most with this ITIL Course are:

• IT Service Management Professionals
• IT Support Staff
• IT Professionals
• IT Project Managers
• Service Desk Analysts and Technicians
• Service Managers and Team Leaders
• Business Managers

Prerequisites of the ITIL® 4 Practitioner: Service Request Management Course

To attend the ITIL® 4 Practitioner: Service Request Management Course, individuals should possess a foundational understanding of ITIL® 4 concepts and ideally have completed the ITIL® 4 Foundation certification.

ITIL® 4 Practitioner: Service Request Management Training Course Overview

The ITIL® 4 Practitioner: Service Request Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage service requests within an IT service environment. Service request management is a critical process that ensures timely and efficient handling of customer requests for standard services, helping to enhance customer satisfaction.

IT Managers, Service Desk Managers, Service Request Coordinators, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Service Request Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of service request management principles, processes, and best practices to improve service delivery efficiency.

This 1-day ITIL Certification Training covers a wide range of topics, including service request intake, classification, prioritisation, fulfilment, and closure. Participants will learn how to establish effective service request management processes, automate routine service requests, and optimise service delivery workflows.

Course Objectives

• To understand the importance of service request management in IT service delivery
• To learn service request management principles, processes, and best practices
• To develop skills in intake, classification, prioritisation, fulfilment, and closure of service requests
• To establish effective service request management processes and workflows
• To explore automation and self-service options for handling routine service requests
• To empower IT professionals to improve service delivery efficiency and customer satisfaction through effective service request management practices

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage service requests within their IT service environment. They will be better prepared to streamline service delivery processes, enhance customer satisfaction, and optimise resource utilisation, ultimately contributing to improved business performance and success.

What’s included in this ITIL® 4 Practitioner: Service Request Management Training Course?

• ITIL® 4 Practitioner: Service Request Management Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Practitioner: Service Request Management Certificate
• Digital Delegate Pack

ITIL® 4 Practitioner: Service Request Management Exam Information 

The ITIL® 4 Practitioner: Service Request Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service request management. The exam format is as follows: 

• Type of Questions: Multiple Choice 
• Total Questions: 20 
• Number of marks: 20 Marks 
• Pass mark: 65%, or 13/20 Marks 
• Duration: 30 Minutes 
• Open Book/Closed Book: Closed book

Who should attend this ITIL® 4 Practitioner: Service Desk Training Course?

The ITIL® 4 Practitioner: Service Desk Training Course is tailored for IT specialists overseeing the regular functioning of a service desk. The course might also benefit IT professionals who are not directly involved with the service desk tasks but need a good understanding of how it works. A few of the professionals who will benefit the most from this ITIL Certification Course are:

• Service Desk Analysts
• Service Desk Managers
• Application Support Engineers
• Service Desk Engineers
• Network Engineers
• Service Desk Operators
• Service Desk Technicians
• IT Support Managers

Prerequisites of the ITIL® 4 Practitioner: Service Desk Training Course

To undertake the ITIL® 4 Practitioner: Service Desk Training Course, participants should have a basic understanding of ITIL® 4 principles and preferably have completed the ITIL® 4 Foundation certification.

ITIL® 4 Practitioner: Service Desk Training Course Overview

ITIL® 4 helps in maximising digital technology to embrace digital transformation, drive corporate strategy, and co-create value with customers. The goal of the course is to capture demand for incident resolution and service requests. ITIL® 4 increases the organisation's and ITSM's adaptability to sudden changes.

The ITIL® 4 Practitioner: Service Desk Training Course provides a comprehensive understanding of service desk principles within the broader ITIL framework. Mastery of ITIL® 4 Practitioner is crucial for IT professionals seeking to enhance service desk operations. This ITIL Course is particularly relevant for Service Desk Managers, Support Analysts, and IT professionals aiming to streamline service delivery and improve customer satisfaction.

This 1-day ITIL Certification Course, by The Knowledge Academy is designed to enlighten managers on how to manage service desks productively if they comprehend the rationale behind the practice, important terminologies, and the function of communication channels. Delegates will learn about the organisation's overall capacity and efficiency, which will be improved by learning how to use the ITIL® Capacity Model for practice development.

Course Objectives

• To comprehend the core purpose of service desk practices
• To identify key role responsibilities within the practice
• To recognise how to structure the practice organisationally
• To apply tools and technology for practice enablement
• To manage relationships with partners and suppliers efficiently
• To use the ITIL® Capability Model for practice development

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage service requests within their IT service environment. They will be better prepared to streamline service delivery processes, enhance customer satisfaction, and optimise resource utilisation, ultimately contributing to improved business performance and success.

What’s included in the ITIL® 4 Practitioner: Service Desk Training Course?

• ITIL® 4 Practitioner: Service Desk Training Examination      
• World-class training sessions from Experienced Instructors      
• ITIL® 4 Practitioner: Service Desk Training Certificate       
• Digital Delegate Pack

TIL® 4 Practitioner: Service Desk Exam Information

The ITIL® 4 Practitioner: Service Desk Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service desk operations. This certification focuses on effectively managing and delivering quality support services to users and customers. The exam format is as follows: 

• Type of Questions: Multiple Choice 
• Total Questions: 20 
• Number of marks: 20 Marks 
• Pass mark: 65%, or 13/20 Marks 
• Duration: 30 Minutes 
• Open Book/Closed Book: Closed book

Who should attend this ITIL® 4 Practitioner: Problem Management Training Course?

The ITIL® 4 Practitioner: Problem Management Training Course is beneficial not only for individuals directly engaged in Problem Management activities but also for a broad spectrum of professionals in the IT and business sectors who wish to enhance their understanding of effective IT Service Management. A wide range of professionals can benefit from this ITIL Certification Course, including:

• Problem Managers and Teams
• Service Desk Agents and Managers
• IT Service Managers
• IT Operations Managers
• IT Consultants
• Incident Managers
• IT Professionals
• Business Managers

Prerequisites of the ITIL® 4 Practitioner: Problem Management Training Course

To attend this ITIL® 4 Practitioner: Problem Management training, candidates should possess a basic understanding of ITIL® 4 principles and preferably have completed the ITIL® 4 Foundation certification.

ITIL® 4 Practitioner: Problem Management Training Course Overview

The ITIL® 4 Practitioner: Problem Management Training is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage problems within an IT service environment. Problem management plays a crucial role in identifying the root causes of incidents, preventing their recurrence, and minimising their impact on business operations.

IT Managers, Problem Managers, Incident Managers, Service Desk Analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Problem Management Training. This ITIL Certification course is particularly relevant for professionals seeking to enhance their understanding of problem management principles, processes, and best practices to improve service reliability and minimise business disruptions.

The Knowledge Academy’s 1-day ITIL Certification Course provides delegates with comprehensive knowledge and practical skills in ITIL® 4 Problem Management practices. During this ITIL Certification Training, they will learn essential concepts such as problem identification, root cause analysis, proactive prevention, and effective problem resolution techniques.

Course Objectives

• To understand the importance of problem management in IT service management
• To learn problem management principles, processes, and best practices
• To develop skills in identifying, classifying, and prioritising problems
• To conduct thorough problem investigations to identify root causes
• To implement corrective actions to prevent problem recurrence
• To empower IT professionals to drive continual improvement through effective problem management practices

Upon completion of the ITIL Certification Training, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage problems within their IT service environment. They will be better prepared to identify and address the root causes of incidents, minimise service disruptions, and improve service reliability, ultimately enhancing customer satisfaction and business performance.

What’s included in the ITIL® 4 Practitioner: Problem Management Training Course?

• ITIL® 4 Practitioner: Problem Management Training Examination      
• World-class training sessions from Experienced Instructors      
• ITIL® 4 Practitioner: Problem Management Training Certificate       
• Digital Delegate Pack

ITIL® 4 Practitioner: Problem Management Exam Information 

The ITIL® 4 Practitioner: Problem Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to problem management. This certification focuses on effectively identifying, managing, and preventing incidents to minimise business impact and improve service quality. 

• Type of Questions: Multiple Choice 
• Total Questions: 20 
• Number of marks: 20 Marks 
• Pass mark: 65%, or 13/20 Marks 
• Duration: 30 Minutes

Who should attend this ITIL® 4 Practitioner: Monitoring and Event Management Training Course?

This ITIL® 4 Practitioner: Monitoring and Event Management Training Course is for anyone involved in ensuring that IT services are delivered efficiently and effectively. Whether you're new to ITIL® or looking to deepen your understanding of this practice, this ITIL Course will provide a comprehensive perspective on monitoring and event management within the service management lifecycle. A few of the professionals who will benefit from the ITIL Certification Course are:

• Service Management Teams
• ITIL® Foundation Certificate Holders
• Service Desk and Support Teams
• IT Infrastructure Teams
• IT Managers and Executives
• Project and Change Managers
• Monitoring and Event Management Specialists

Prerequisites of the ITIL® 4 Practitioner: Monitoring and Event Management Training Course

To register in the ITIL® 4 Practitioner: Monitoring and Event Management Training Course, delegates should ideally have an ITIL® 4 Foundation Certification or its equivalent. A basic understanding of ITIL® principles and some familiarity with IT Service Management or Operations might also be advantageous for the coursework.

ITIL® 4 Practitioner: Monitoring and Event Management Training Course Overview

The ITIL® 4 Practitioner: Monitoring and Event Management Course provides a comprehensive introduction to monitoring and event management within the ITIL framework. This critical aspect of IT Service Management ensures proactive identification and resolution of issues, contributing to overall service reliability and efficiency.

Understanding monitoring and event management is crucial for IT professionals as it enables them to enhance service quality, minimise downtime, and meet customer expectations. This ITIL® 4 Practitioner Monitoring and Event Management Course is particularly beneficial for IT Managers, System Administrators, and support staff aiming to master these skills to optimise IT service delivery.

In this intensive 1-day ITIL Certification Course by the Knowledge Academy, delegates will gain practical insights into monitoring tools, event correlation, and response strategies. The course equips participants with the knowledge and techniques needed to identify, analyse, and respond to events in a proactive manner, fostering a resilient IT service environment.

Course Objectives

• To develop skills for proactive event detection and incident response
• To master the use of monitoring tools and automation recommendations
• To learn key metrics and thresholds for effective event management
• To identify and assign responsibilities for key roles within the practice
• To enhance information and technology support for monitoring events
• To foster effective collaboration with partners and suppliers for practice success

Upon completion of this ITIL Certification Course, delegates will emerge with a deep understanding of ITIL 4 monitoring and event management principles. They will be equipped with practical skills to implement proactive strategies, ensuring enhanced service reliability and customer satisfaction in their IT service delivery.

What’s included in the ITIL® 4 Practitioner: Monitoring and Event Management Training Course?

• ITIL® 4 Practitioner: Monitoring and Event Management Training Examination       
• World-Class Training Sessions from Experienced Instructors      
• ITIL® 4 Practitioner: Monitoring and Event Management Training Certificate        
• Digital Delegate Pack

ITIL® 4 Practitioner: Monitoring and Event Management Exam Information 

The ITIL® 4 Practitioner: Monitoring and Event Management Exam evaluates participants' understanding of the ITIL® 4 principles and practices pertaining to monitoring and event management. The exam format is as follows: 

• Type of Questions: Multiple Choice 
• Total Questions: 20 
• Number of marks: 20 Marks 
• Pass mark: 65%, or 13/20 Marks 
• Duration: 30 Minutes 
• Open Book/Closed Book: Closed book

Who should attend this ITIL® 4 Specialist: Monitor, Support, And Fulfil Training Course?

The ITIL® 4 Specialist: Monitor, Support, and Fulfil training course is designed for individuals and professionals who have a role or interest in IT service management. This ITIL Certification Course can be beneficial for a wide range of professionals, including:

• IT Support Specialists
• IT Managers
• Service Desk Managers
• Incident Managers
• Problem Managers
• Change Managers
• Service Level Managers

Prerequisites of the ITIL® 4 Specialist: Monitor, Support, And Fulfil Training Course

To undertake the ITIL® 4 Specialist: Monitor, Support, and Fulfil training, the delegates should possess a fundamental grasp of ITIL® 4 concepts and ideally have completed the ITIL® 4 Foundation certification.

ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course Overview

The ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course is a specialised course designed to equip IT professionals with the knowledge and skills required to effectively monitor, support, and fulfil IT services in alignment with the ITIL 4 framework. In today's dynamic IT environment, where organisations rely on robust and reliable IT services to support their business operations, this ITIL Course is imperative.

IT Managers, Service Desk Managers, Support Analysts, and anyone responsible for monitoring and supporting IT services should prioritise participating in the ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course. This ITIL Certification course is particularly relevant for professionals seeking to enhance their understanding of service monitoring, incident management, problem management, and service desk operations.

This 3-day ITIL Certification training course by The Knowledge Academy covers a wide range of topics, including service monitoring techniques, incident and problem management processes, service request fulfilment, and service desk operations. Participants will learn how to effectively monitor service performance, respond to incidents and problems, fulfil service requests, and ensure customer satisfaction.

Course Objectives 

• To provide a comprehensive understanding of incident management and its importance
• To equip participants with the essential knowledge and skills for service desk operations
• To explore the intricacies of problem management and its role in service continuity
• To highlight the significance of service request management in enhancing user experience
• To introduce participants to the world of monitoring and event management in IT environments
• To impart expertise on the optimisation of monitoring and event management for better service outcomes

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to monitor, support, and fulfil IT services effectively. They will be better prepared to respond to incidents and problems, fulfil service requests, and ensure customer satisfaction, ultimately contributing to improved service quality and organisational success.

What's Included in this ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course?

• ITIL® 4 Specialist: Monitor, Support, and Fulfil Examination
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: Monitor, Support, and Fulfil Certificate
• Digital Delegate Pack

ITIL® 4 Specialist: Monitor, Support, and Fulfil Exam Information

The ITIL® 4 Specialist: Monitor, Support, and Fulfil Exam focuses on evaluating candidates' expertise in monitoring, supporting, and fulfilling IT service delivery and support processes. This exam assesses proficiency in implementing best practices to ensure the continuous monitoring and improvement of IT services, optimising support mechanisms, and fulfilling service requests in alignment with ITIL® 4 principles and frameworks.

• Question Type: Multiple Choice 
• Total Questions: 60 
• Total Marks: 60 Marks 
• Pass Mark: 65% or 39/60 Marks 
• Duration: 1 hour and 30 minutes 
• Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Practitioner: Deployment Management Training Course?

This ITIL® 4 Practitioner Deployment Management Training Course is designed for IT professionals to provide them with the skills and knowledge necessary for effective deployment management in the context of IT service management. However, the training course will be more beneficial for:

• Deployment Managers
• Release Managers
• Change Managers
• IT Service Transition Managers
• Service Delivery Managers
• IT Operations Managers
• Quality Assurance Managers

Prerequisites of the ITIL® 4 Practitioner: Deployment Management Training Course

Before attending this ITIL® 4 Practitioner Deployment Management Training Course, delegates must have completed the ITIL® 4 Foundation Certification Training Course.

ITIL® 4 Practitioner: Deployment Management Training Course

The ITIL® 4 Practitioner: Deployment Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage the deployment of IT services and changes into production environments. Deployment management is a critical process that ensures the successful transition of new or changed services into the live environment, minimising disruption to business operations.

IT managers, deployment managers, release managers, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Deployment Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of deployment management principles, processes, and best practices to improve service delivery efficiency and minimise business disruptions.

This 1-day ITIL® 4 Practitioner: Deployment Management Training Course provides delegates with the key concepts of deployment management practices. Delegates will learn how to integrate the practice into the organisation’s value streams. They will also learn how to position the practice in the organisational structure and how capability criteria support practice capability development.

Course Objectives

• To acquire proficiency in coordinating service transitions effectively
• To apply ITIL® 4 framework principles to optimise service deployment
• To enhance problem-solving abilities in real-world deployment scenarios
• To master risk management strategies for seamless deployment processes
• To develop communication skills crucial for successful service implementation
• To cultivate a strategic mindset for continuous service improvement initiatives

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage the deployment of IT services and changes within their organisation. They will be better prepared to plan, coordinate, and execute deployments successfully, ultimately contributing to improved service delivery efficiency and customer satisfaction.

What’s included in this ITIL® 4 Practitioner: Deployment Management Training Course?

• ITIL® 4 Practitioner: Deployment Management Training Examination     
• World-class Training Sessions from Experienced Instructors     
• ITIL® 4 Practitioner: Deployment Management Training Certificate      
• Digital Delegate Pack

ITIL® 4 Practitioner: Deployment Management Exam Information

ITIL® 4 Practitioner: Deployment Management Exam is intended to determine whether the individuals can apply and comprehend the concepts covered in the ITIL® 4 Deployment Management Practice publication to a satisfactory level.

• Type of Questions: Multiple Choice
• Total Questions: 20
• Number of Marks: 20 Marks
• Pass Mark: 65%, or 13/20 Marks
• Duration: 30 Minutes
• Open/Closed Book: Closed Book

Who should attend this ITIL® 4 Practitioner: IT Asset Management Training Course?

The ITIL® 4 Practitioner: IT Asset Management Training Course is tailored for anyone seeking ITIL 4 Practitioner certification. This ITIL Certification is especially advantageous for the following professionals:

• IT Asset Managers
• IT Service Managers
• IT Operations Managers
• ITIL Practitioners
• Service Delivery Managers
• IT Governance Professionals
• IT Asset Analysts

Prerequisites of the ITIL® 4 Practitioner: IT Asset Management Training Course

There are no formal prerequisites for attending this ITIL® 4 Practitioner: IT Asset Management Training Course but having a basic knowledge of ITIL concepts is beneficial.

ITIL® 4 Practitioner: IT Asset Management Training Course Overview

The ITIL® 4 Practitioner IT Asset Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage IT assets throughout their lifecycle. IT asset management (ITAM) is crucial for organisations to optimise asset utilisation, minimise costs, mitigate risks, and ensure compliance with regulatory requirements.

IT Managers, Asset Managers, Procurement Professionals, and anyone involved in IT asset management should prioritise participating in the ITIL® 4 Practitioner IT Asset Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of ITAM principles, processes, and best practices to improve asset lifecycle management and drive business value.

The Knowledge Academy’s 1-day ITIL® 4 Practitioner: IT Asset Management Training Course provides delegates with knowledge about key principles, processes, and roles essential for effective IT Asset Management (ITAM). They will learn about IT asset types, lifecycle models, and the integration of ITAM within organisational value streams. They will gain insights into managing assets from procurement to disposal.

Course Objectives

• To learn how to analyse key metrics and performance indicators in ITAM
• To integrate ITAM processes effectively within organisational value streams
• To understand the responsibilities and competencies of key ITAM roles
• To apply various information and technology to support and enhance ITAM
• To assess dependencies on third parties and optimise supplier relationships
• To leverage the ITIL Capability Model for developing robust ITAM capabilities

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage IT assets within their organisation. They will be better prepared to optimise asset utilisation, reduce costs, mitigate risks, and ensure compliance with regulatory requirements, ultimately contributing to improved business performance and success.

What’s included in this ITIL® 4 Practitioner: IT Asset Management Training Course?

• ITIL® 4 Practitioner: IT Asset Management Training Course Exam
• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Practitioner: IT Asset Management Certification
• Digital Delegate Pack

ITIL® 4 Practitioner: IT Asset Management Training Course Examination Information

The following information gives you an insight into the current structure of the ITIL® 4 Practitioner exam.

• Type of Questions: Multiple Choice
• Total Questions: 20
• Number of Marks: 20 Marks
• Pass Mark: 65%, or 13/20 Marks
• Duration: 30 Minutes
• Open/Closed Book: Closed Book

Who should attend this ITIL® 4 Practitioner: Change Enablement Training Course?

This ITIL Certification Training is designed for anyone who wants to enhance their proficiency in Change Enablement would greatly benefit from this ITIL Course. However, this ITIL Training will be more beneficial for:

• Change Managers
• Change Coordinators
• Project Managers
• IT Managers
• Business Analysts
• Organisational Development Professionals
• Service Delivery Managers

Prerequisites of the ITIL® 4 Practitioner: Change Enablement Training Course

To attend the ITIL® 4 Practitioner: Change Enablement Training Course, candidates should possess a fundamental understanding of ITIL® 4 concepts and ideally have completed the ITIL® 4 Foundation certification.

ITIL® 4 Practitioner: Change Enablement Training Course

The ITIL® 4 Practitioner: Change Enablement Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to enable successful changes within an IT service environment. Change enablement is a critical process that focuses on facilitating and supporting changes to IT services, systems, and processes while minimising risks and disruptions to business operations.

IT Managers, Change Managers, Project Managers, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Change Enablement Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of change enablement principles, processes, and best practices to improve change management effectiveness and drive business value.

The Knowledge Academy’s 1-day ITIL® 4 Practitioner: Change Enablement Training will provide delegates with a comprehensive knowledge of change enablement, encompassing the principles, processes, and strategies vital for effective change management within organisations. They will learn to navigate the complexities of change management processes, mastering the art of seamlessly integrating changes within organisational structures.

Course Objectives

• To identify and describe key components within change enablement processes.
• To integrate change enablement effectively into organisational value streams.
• To understand roles and responsibilities crucial for successful change enablement.
• To leverage information technology in supporting and enabling change enablement.
• To recognise the significance of partners and suppliers in change initiatives.
• To utilise the ITIL Capability Model for enhancing change enablement capabilities.

Upon completion of the ITIL® 4 Practitioner: Change Enablement Training Course, participants will be equipped with the knowledge, skills, and confidence needed to enable successful changes within their IT service environment. They will be better prepared to plan, coordinate, and implement changes effectively, ultimately contributing to improved service delivery efficiency and business agility.

What's included in this ITIL® 4 Practitioner: Change Enablement Training Course?

• ITIL® 4 Practitioner: Change Enablement Examination.
• World-Class Training Sessions from Experienced Instructors.
• ITIL® 4 Practitioner: Change Enablement Certificate.
• Digital Delegate Pack.

ITIL® 4 Practitioner: Change Enablement Training Course Exam Information

The ITIL® 4 Practitioner: Change Enablement Training Course Exam assesses individuals' understanding of the ITIL® 4 frameworks. The examination is intended to assess whether an individual can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Change Enablement Practice publication.

• Question Type: Multiple Choice
• Total Questions: 20 
• Total Marks: 20 Marks 
• Pass Mark: 65%, or 13/20 Marks
• Duration: 30 Minutes
• Open Book/ Closed Book: Closed Book

Who should attend this ITIL® 4 Practitioner: Service Configuration Management Training Course?

This ITIL Certification Course is designed for everyone seeking to advance their knowledge and skills in ITIL® 4 Practitioner: Service Configuration Management. This ITIL course is more beneficial for:

• Configuration Managers
• Configuration Analysts
• Change Managers
• Release Managers
• Service Desk Analysts
• IT Asset Managers
• Security Analysts

Prerequisites for ITIL® 4 Practitioner: Service Configuration Management Training

There are no formal prerequisites for attending this ITIL® 4 Practitioner: Service Configuration Management Course, but having a foundational knowledge of IT service management concepts, especially those related to ITIL®, is beneficial.

ITIL® 4 Practitioner: Service Configuration Management Certification Course Overview

The ITIL® 4 Practitioner: Service Configuration Management Certification Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage the configuration of IT services and related components. Service configuration management (SCM) is a critical process that ensures accurate and up-to-date information about the configuration items (CIs) that support IT services, enabling organisations to optimise service delivery and minimise risks.

IT managers, configuration managers, service desk analysts, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Service Configuration Management Certification Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of SCM principles, processes, and best practices to improve service reliability and support business objectives.

The Knowledge Academy’s 1-day ITIL® 4 Practitioner: Service Configuration Management Training course provides delegates with a thorough understanding of IT service management. Delegates will learn to navigate key concepts such as Configuration Items (CI), service configuration models, and the CI lifecycle model.

Course Objectives

• To understand the principles of Service Configuration Management
• To get proficiency in using Configuration Management System (CMS) tools
• To execute configuration verification and audit processes effectively
• To assume roles such as configuration manager or coordinator competently
• To align technology support with Service Configuration Management
• To integrate Service Configuration Management into organisational value streams.

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and certification necessary to effectively manage the configuration of IT services and related components within their organisation. They will be better prepared to establish and maintain accurate configuration data, ultimately contributing to improved service delivery efficiency and customer satisfaction.

What’s included in this ITIL® 4 Practitioner: Service Configuration Management Training Course? 

• ITIL® 4 Practitioner: Service Configuration Management Examination 
• World-Class Training Sessions from Experienced Instructors 
• ITIL® 4 Practitioner: Service Configuration Management Certificate 
• Digital Delegate Pack 

ITIL® 4 Practitioner: Service Configuration Management Exam Information 

The following information gives you an insight into the current structure of the ITIL® 4 Practitioner exam. 

• Type of Questions: Multiple Choice
• Total Questions: 20
• Total Marks: 20 Marks
• Pass Mark: 65%, or 13/20 Marks
• Duration: 30 Minutes
• Open/Closed Book: Closed Book