Course Format & Delivery Details Learn On Your Terms - With Zero Risk and Maximum Flexibility
You’re not just enrolling in a course, you’re gaining lifelong access to the most comprehensive, globally trusted preparation system for the ITIL Certification Exam. Designed for professionals who demand clarity, career impact, and absolute confidence, the ITIL Certification Exam Prep Masterclass is structured to deliver immediate value, long-term ROI, and unmatched support - all with no strings attached. Self-Paced Learning with Immediate Online Access
Start the moment you’re ready. Once enrolled, you’ll receive a confirmation email, and shortly after, your secure access details will be delivered separately, granting you entry to the full course platform. There are no fixed schedules, no deadlines, and no pressure. You decide when, where, and how fast you progress. This is learning designed around your life, not the other way around. On-Demand Access - Zero Time Commitments, Maximum Control
The entire course is available on-demand. You are not tied to live sessions, webinars, or broadcast times. Every resource is accessible at any time, from any device, allowing you to study during commutes, between meetings, or after hours - whatever fits your reality. This flexibility ensures you never lose momentum. Complete the Course in 40–50 Hours - Accelerate Your Mastery
Most learners complete the full masterclass in 40 to 50 focused hours. Many report seeing measurable improvements in their understanding of ITIL concepts within the first 5 to 7 hours. The structured, step-by-step flow ensures rapid comprehension and retention, so you’re not just learning - you’re building exam readiness fast. Lifetime Access - Learn Now, Refer Forever
Your enrollment includes lifetime access to every component of the course. No expirations. No forced renewals. As ITIL practices evolve, we update the content seamlessly, and you receive all future enhancements at no additional cost. This is not a one-time course - it’s a permanent career asset. 24/7 Global Access - Study Anywhere, Anytime, on Any Device
Access your course materials anytime, from anywhere in the world. Our platform is fully mobile-friendly, supporting smartphones, tablets, laptops, and desktops. Whether you’re at home, traveling, or working remotely, your progress is always within reach. Direct Instructor Support and Guided Clarity
You’re not navigating this alone. Our expert instructors provide structured guidance, detailed explanations, and responsive support throughout your journey. Have a complex question about service transition or need clarity on continual improvement? Submit your query and receive tailored, professional feedback to keep you moving forward with confidence. Receive a Certificate of Completion Issued by The Art of Service
Upon finishing the course, you’ll earn a verifiable Certificate of Completion issued by The Art of Service - a globally recognised authority in IT service management education. This certificate is trusted by professionals in over 140 countries and strengthens your credibility with employers, clients, and peers. It validates your commitment to mastery and positions you as a serious candidate in the IT service landscape. Transparent Pricing - No Hidden Fees, Ever
What you see is exactly what you get. The enrollment fee is straightforward, with no surprise charges, upsells, or subscription traps. You pay once and gain complete access to all materials, support, updates, and your certificate. Period. Secure Payment Options: Visa, Mastercard, PayPal
We accept all major payment methods, including Visa, Mastercard, and PayPal. The checkout process is encrypted and secure, ensuring your financial information stays protected at every step. 90-Day Satisfied or Refunded Guarantee - Zero Risk Enrollment
Try the course with full confidence. If you don’t find the content valuable, comprehensive, and transformative, simply let us know within 90 days for a full refund. No questions, no hassle. This promise removes every ounce of risk - you have nothing to lose and a career breakthrough to gain. What to Expect After Enrollment
After signing up, you’ll receive a confirmation email. Your access details will be sent separately as soon as the course materials are finalised and ready for delivery. This ensures you receive a polished, fully tested learning experience - not rushed or incomplete content. Will This Work for Me? Absolutely - Even If You’ve Tried and Failed Before
You might be thinking, “I’ve taken other courses and didn’t pass.” Or “I’m too busy.” Or “ITIL concepts feel overwhelming.” Here’s the truth: This works even if you’ve failed the exam before, even if you’re new to service management, and even if you only have 30 minutes a day. Why? Because the masterclass is engineered for real people in real jobs - not theoretical learners. - For IT Support Analysts: One learner used the incident management framework to redesign her team’s ticketing approach, earning a promotion within 8 weeks of completion.
- For Project Managers: A senior project lead in Australia credited the service design module for helping him lead a multimillion-dollar IT transformation with fewer delays and clearer stakeholder alignment.
- For Career Changers: A former helpdesk technician passed the exam on his first try and doubled his salary within a year of certification, using the risk assessment templates and practice exercises from Module 9.
This course works even if you’re starting from zero, even if you've struggled with ITIL jargon, and even if you learn at your own pace. We’ve built it for resilience, repetition, and real application - not just memorisation. Why This Feels Risk-Free and High-Reward
We don’t just teach ITIL - we deconstruct it into practical, actionable steps that anyone can follow. Add lifetime access, a globally recognised certificate, direct instructor support, and a 90-day refund promise, and you have the safest, highest-value investment you can make in your IT career. Your confidence is our priority. Your success is our mission. Enroll with zero hesitation and start building the career advantage you’ve been waiting for.
Extensive & Detailed Course Curriculum
Module 1: Foundations of ITIL and Service Management - Understanding the purpose and scope of ITIL
- Defining service management as a practice
- Core concepts of value co-creation
- The role of customers, users, and service providers
- Key terms: service, product, value, utility, warranty
- Differentiating between goods and services
- Introduction to service relationships
- The service provider, service consumer, and sponsor model
- Understanding assets, resources, and capabilities
- The importance of outcomes, costs, and risks
- Service performance vs service success
- Value streams and how they drive service delivery
- The concept of a service offering
- Packages of service, goods, access, and support
- Four dimensions of service management
- Organizations and people in service delivery
- Information and technology systems
- Partners and suppliers ecosystem
- Value streams and processes alignment
- Introduction to governance in ITIL
Module 2: The ITIL Service Value System (SVS) - Overview of the Service Value System components
- Guiding principles as the foundation of decision-making
- The service value chain and its activities
- Practices and how they enable value creation
- Continual improvement as a core tenet
- The role of governance in the SVS
- How policies and frameworks drive consistency
- Integrating feedback loops into service design
- Inputs, outputs, and triggers in the SVS
- Mapping value across the service lifecycle
- Service level agreements and their function in the SVS
- Aligning business strategy with service delivery
- The role of risk management in the SVS
- Efficiency and effectiveness trade-offs
- Measuring value throughout the system
- Case study: SVS implementation in a financial institution
- Common misconceptions about the SVS
- How the SVS supports digital transformation
- Scalability of the SVS across organisation sizes
- Integration with other frameworks like Agile and DevOps
Module 3: The Seven Guiding Principles of ITIL - Focus on value - from strategy to execution
- Start where you are - leveraging existing assets
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
- Applying guiding principles to real-world projects
- Common pitfalls when ignoring guiding principles
- Workshop: selecting the right principle for each scenario
- How guiding principles reduce project risk
- Using principles to resolve stakeholder conflicts
- Guiding principles in crisis management
- Embedding principles into team culture
- Measuring adherence to guiding principles
- Role-playing: applying principles in IT service scenarios
- Examples from healthcare, education, and government sectors
- How principles support sustainable change
- Linking principles to KPIs and performance reviews
- Guiding principles as a communication tool
Module 4: The Service Value Chain Activities - Plan activity: strategic alignment and review
- Improve activity: embedding continual improvement
- Engage activity: stakeholder interaction and feedback
- Design and transition: ensuring service readiness
- Obtain/build activity: sourcing and constructing components
- Deliver and support: operational service execution
- Interactions between value chain activities
- How activities adapt to different service types
- Inputs and outputs for each activity
- Triggers that start each value chain process
- Roles and responsibilities in each activity
- Integration with third-party vendors
- Using the value chain to respond to incidents
- Mapping workflows to value chain activities
- Case study: value chain in a cloud migration
- How teams collaborate across activities
- Avoiding silos in multi-team environments
- Metrics for evaluating value chain performance
- Improving coordination between engage and design
- Scaling activities for enterprise-level delivery
- Common bottlenecks and how to resolve them
- Training staff on value chain responsibilities
- Leveraging automation in value chain tasks
- How value chain supports agile delivery
- Documenting value chain processes
- Using feedback to refine value chain execution
Module 5: Key Management Practices – Part 1 - Overview of general, service, and technical practices
- Change enablement practice: process and workflows
- Managing standard, normal, and emergency changes
- Change authority roles and responsibilities
- Change models and templates
- Change assessment techniques
- Post-implementation review process
- Configuration management practice fundamentals
- Configuration management database (CMDB) structure
- Configuration items (CIs) and relationships
- Configuration verification and audit procedures
- Relationship between CMDB and change management
- Incident management: objectives and scope
- Incident identification and logging
- Categorisation, prioritisation, and escalation
- Incident resolution and closure
- Major incident management framework
- Role of the incident manager
- Incident communication plan
- Measuring incident management performance
Module 6: Key Management Practices – Part 2 - Problem management: reactive and proactive approaches
- Problem identification and logging
- Root cause analysis techniques (e.g. 5 Whys, fishbone)
- Known error database (KEDB) management
- Problem resolution and closure
- Integration with incident and change management
- Service request management: process and workflow
- Service catalogue and request fulfilment
- Request models and automation
- Service desk practice: roles and responsibilities
- Service desk organisational models (local, centralised, virtual)
- Incident and request handling procedures
- Service desk performance metrics (first call resolution, etc)
- Continual improvement practice: the Deming Cycle
- Improvement ideas collection and prioritisation
- Using the continual improvement register
- Assessing readiness for improvement initiatives
- Role of the improvement coordinator
- Integrating feedback into improvement cycles
- Measuring the impact of improvements
Module 7: Key Management Practices – Part 3 - Information security management practice
- Confidentiality, integrity, and availability (CIA triad)
- Security policies and compliance frameworks
- Risk assessment and mitigation in security
- Incident response and data breach protocols
- Relationship with service continuity management
- Service continuity management practice
- Business impact analysis (BIA)
- Recovery time and recovery point objectives (RTO/RPO)
- Disaster recovery planning and testing
- Monitoring and reviewing continuity plans
- Relationship management practice
- Stakeholder mapping and engagement strategies
- Managing internal and external relationships
- Supplier management practice
- Supplier categorisation and evaluation
- Contract management and performance monitoring
- Risk management practice
- Risk identification, analysis, and evaluation
- Risk response strategies (avoid, transfer, mitigate, accept)
Module 8: Key Management Practices – Part 4 - Knowledge management practice objectives
- Knowledge lifecycle: create, share, use, maintain
- Knowledge articles and article structure
- Knowledge base integration with service desk
- Measuring knowledge effectiveness
- Measurement and reporting practice
- Defining KPIs and metrics for service performance
- Data collection and analysis techniques
- Reporting dashboards and visualisation
- Using data to inform decisions
- Portfolio management practice
- Service, technology, and supplier portfolio structure
- Portfolio reviews and governance
- Demand management practice
- Understanding patterns of business activity (PBA)
- Forecasting demand and capacity needs
- Capacity management practice
- Business, service, and component capacity planning
- Monitoring and tuning performance
- Availability management practice
Module 9: Service Design and Transition Practices - Service design principles and objectives
- The service design package (SDP)
- Designing new or changed services
- Service level management practice
- Negotiating SLAs, OLAs, and UCs
- SLA monitoring and reporting
- Service catalogue management
- Business relationship management practice
- Understanding customer needs and expectations
- Managing customer engagement and satisfaction
- Service continuity design considerations
- Designing for resilience and recoverability
- Transition planning and support practice
- Change evaluation and impact analysis
- Release management practice
- Release models (big bang, phased, etc)
- Deployment and rollback strategies
- Testing in service transition
- Validation and testing practice
- Test planning, execution, and documentation
Module 10: Technical and Operational Practices - Infrastructure and platform management
- Software and hardware lifecycle
- Facilities management considerations
- Deployment management practice
- Deployment pipelines and automation
- Automated testing and validation
- Monitoring and event management practice
- Defining events, alerts, and thresholds
- Event correlation and prioritisation
- Alert response and escalation
- Incident triggering from events
- IT asset management practice
- Lifecycle of hardware and software assets
- Licensing, compliance, and tracking
- Financial management for IT services
- Budgeting, accounting, and charging
- Cost models and transparency
- Charging methods and business alignment
- Service validation and testing tools
- Operational support playbooks
Module 11: Exam Preparation and Strategy Mastery - Understanding ITIL certification exam format
- Multiple-choice question structure and logic
- Elimination techniques for challenging questions
- Time management during the exam
- How to interpret complex scenario-based questions
- Recognising distractors and misleading choices
- Building a personal study plan
- Using flashcards and memory aids effectively
- Scheduled review and self-assessment
- Practice exam blueprint and weighting
- Domain-specific question patterns
- Approaching questions on the service value system
- Answering guiding principles with precision
- Handling questions on practices and their interactions
- Interpreting value chain diagrams and workflows
- Identifying core vs supporting practices
- Mastering terminology and official definitions
- How to avoid common exam mistakes
- Simulated exam environment and expectations
- Building mental stamina for exam day
Module 12: Practice Exams, Case Studies, and Application Projects - Full-length timed practice exam 1 (80 questions)
- Detailed answer explanations and rationale
- Performance analytics and weak area identification
- Full-length practice exam 2 (80 questions)
- Scenario-based questions across all domains
- Case study 1: Implementing ITIL in a medium-sized enterprise
- Analysing pain points and recommending practices
- Case study 2: Managing a service outage with multiple departments
- Developing a major incident response plan
- Case study 3: Designing a new cloud service offering
- Creating a service design package
- Project 1: Build an incident management workflow
- Project 2: Design a change enablement process
- Project 3: Audit a fictional CMDB for completeness
- Project 4: Develop a service improvement proposal
- Interactive self-assessment quizzes after each module
- Progress tracking and achievement milestones
- Personalised feedback on project submissions
- Peer-reviewed exercises (optional participation)
- Exam readiness checklist and confidence meter
Module 13: Advanced ITIL Concepts and Real-World Integration - Integrating ITIL with Agile at scale
- Combining ITIL and DevOps practices
- Service management in cloud-native environments
- ITIL and digital service platforms
- Automation in service management
- AI and machine learning in event management
- Using chatbots in service request handling
- ITIL in hybrid and remote work environments
- Managing third-party services and SaaS platforms
- Cybersecurity integration across practices
- Data privacy and GDPR alignment
- ITIL in regulated industries (finance, healthcare)
- Global service delivery challenges
- Cultural considerations in service management
- Leading change in service organisations
- Stakeholder alignment and communication
- Managing resistance to process adoption
- Training teams on new service practices
- Developing a service mindset across departments
Module 14: Certification, Career Growth, and Next Steps - Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement
Module 1: Foundations of ITIL and Service Management - Understanding the purpose and scope of ITIL
- Defining service management as a practice
- Core concepts of value co-creation
- The role of customers, users, and service providers
- Key terms: service, product, value, utility, warranty
- Differentiating between goods and services
- Introduction to service relationships
- The service provider, service consumer, and sponsor model
- Understanding assets, resources, and capabilities
- The importance of outcomes, costs, and risks
- Service performance vs service success
- Value streams and how they drive service delivery
- The concept of a service offering
- Packages of service, goods, access, and support
- Four dimensions of service management
- Organizations and people in service delivery
- Information and technology systems
- Partners and suppliers ecosystem
- Value streams and processes alignment
- Introduction to governance in ITIL
Module 2: The ITIL Service Value System (SVS) - Overview of the Service Value System components
- Guiding principles as the foundation of decision-making
- The service value chain and its activities
- Practices and how they enable value creation
- Continual improvement as a core tenet
- The role of governance in the SVS
- How policies and frameworks drive consistency
- Integrating feedback loops into service design
- Inputs, outputs, and triggers in the SVS
- Mapping value across the service lifecycle
- Service level agreements and their function in the SVS
- Aligning business strategy with service delivery
- The role of risk management in the SVS
- Efficiency and effectiveness trade-offs
- Measuring value throughout the system
- Case study: SVS implementation in a financial institution
- Common misconceptions about the SVS
- How the SVS supports digital transformation
- Scalability of the SVS across organisation sizes
- Integration with other frameworks like Agile and DevOps
Module 3: The Seven Guiding Principles of ITIL - Focus on value - from strategy to execution
- Start where you are - leveraging existing assets
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
- Applying guiding principles to real-world projects
- Common pitfalls when ignoring guiding principles
- Workshop: selecting the right principle for each scenario
- How guiding principles reduce project risk
- Using principles to resolve stakeholder conflicts
- Guiding principles in crisis management
- Embedding principles into team culture
- Measuring adherence to guiding principles
- Role-playing: applying principles in IT service scenarios
- Examples from healthcare, education, and government sectors
- How principles support sustainable change
- Linking principles to KPIs and performance reviews
- Guiding principles as a communication tool
Module 4: The Service Value Chain Activities - Plan activity: strategic alignment and review
- Improve activity: embedding continual improvement
- Engage activity: stakeholder interaction and feedback
- Design and transition: ensuring service readiness
- Obtain/build activity: sourcing and constructing components
- Deliver and support: operational service execution
- Interactions between value chain activities
- How activities adapt to different service types
- Inputs and outputs for each activity
- Triggers that start each value chain process
- Roles and responsibilities in each activity
- Integration with third-party vendors
- Using the value chain to respond to incidents
- Mapping workflows to value chain activities
- Case study: value chain in a cloud migration
- How teams collaborate across activities
- Avoiding silos in multi-team environments
- Metrics for evaluating value chain performance
- Improving coordination between engage and design
- Scaling activities for enterprise-level delivery
- Common bottlenecks and how to resolve them
- Training staff on value chain responsibilities
- Leveraging automation in value chain tasks
- How value chain supports agile delivery
- Documenting value chain processes
- Using feedback to refine value chain execution
Module 5: Key Management Practices – Part 1 - Overview of general, service, and technical practices
- Change enablement practice: process and workflows
- Managing standard, normal, and emergency changes
- Change authority roles and responsibilities
- Change models and templates
- Change assessment techniques
- Post-implementation review process
- Configuration management practice fundamentals
- Configuration management database (CMDB) structure
- Configuration items (CIs) and relationships
- Configuration verification and audit procedures
- Relationship between CMDB and change management
- Incident management: objectives and scope
- Incident identification and logging
- Categorisation, prioritisation, and escalation
- Incident resolution and closure
- Major incident management framework
- Role of the incident manager
- Incident communication plan
- Measuring incident management performance
Module 6: Key Management Practices – Part 2 - Problem management: reactive and proactive approaches
- Problem identification and logging
- Root cause analysis techniques (e.g. 5 Whys, fishbone)
- Known error database (KEDB) management
- Problem resolution and closure
- Integration with incident and change management
- Service request management: process and workflow
- Service catalogue and request fulfilment
- Request models and automation
- Service desk practice: roles and responsibilities
- Service desk organisational models (local, centralised, virtual)
- Incident and request handling procedures
- Service desk performance metrics (first call resolution, etc)
- Continual improvement practice: the Deming Cycle
- Improvement ideas collection and prioritisation
- Using the continual improvement register
- Assessing readiness for improvement initiatives
- Role of the improvement coordinator
- Integrating feedback into improvement cycles
- Measuring the impact of improvements
Module 7: Key Management Practices – Part 3 - Information security management practice
- Confidentiality, integrity, and availability (CIA triad)
- Security policies and compliance frameworks
- Risk assessment and mitigation in security
- Incident response and data breach protocols
- Relationship with service continuity management
- Service continuity management practice
- Business impact analysis (BIA)
- Recovery time and recovery point objectives (RTO/RPO)
- Disaster recovery planning and testing
- Monitoring and reviewing continuity plans
- Relationship management practice
- Stakeholder mapping and engagement strategies
- Managing internal and external relationships
- Supplier management practice
- Supplier categorisation and evaluation
- Contract management and performance monitoring
- Risk management practice
- Risk identification, analysis, and evaluation
- Risk response strategies (avoid, transfer, mitigate, accept)
Module 8: Key Management Practices – Part 4 - Knowledge management practice objectives
- Knowledge lifecycle: create, share, use, maintain
- Knowledge articles and article structure
- Knowledge base integration with service desk
- Measuring knowledge effectiveness
- Measurement and reporting practice
- Defining KPIs and metrics for service performance
- Data collection and analysis techniques
- Reporting dashboards and visualisation
- Using data to inform decisions
- Portfolio management practice
- Service, technology, and supplier portfolio structure
- Portfolio reviews and governance
- Demand management practice
- Understanding patterns of business activity (PBA)
- Forecasting demand and capacity needs
- Capacity management practice
- Business, service, and component capacity planning
- Monitoring and tuning performance
- Availability management practice
Module 9: Service Design and Transition Practices - Service design principles and objectives
- The service design package (SDP)
- Designing new or changed services
- Service level management practice
- Negotiating SLAs, OLAs, and UCs
- SLA monitoring and reporting
- Service catalogue management
- Business relationship management practice
- Understanding customer needs and expectations
- Managing customer engagement and satisfaction
- Service continuity design considerations
- Designing for resilience and recoverability
- Transition planning and support practice
- Change evaluation and impact analysis
- Release management practice
- Release models (big bang, phased, etc)
- Deployment and rollback strategies
- Testing in service transition
- Validation and testing practice
- Test planning, execution, and documentation
Module 10: Technical and Operational Practices - Infrastructure and platform management
- Software and hardware lifecycle
- Facilities management considerations
- Deployment management practice
- Deployment pipelines and automation
- Automated testing and validation
- Monitoring and event management practice
- Defining events, alerts, and thresholds
- Event correlation and prioritisation
- Alert response and escalation
- Incident triggering from events
- IT asset management practice
- Lifecycle of hardware and software assets
- Licensing, compliance, and tracking
- Financial management for IT services
- Budgeting, accounting, and charging
- Cost models and transparency
- Charging methods and business alignment
- Service validation and testing tools
- Operational support playbooks
Module 11: Exam Preparation and Strategy Mastery - Understanding ITIL certification exam format
- Multiple-choice question structure and logic
- Elimination techniques for challenging questions
- Time management during the exam
- How to interpret complex scenario-based questions
- Recognising distractors and misleading choices
- Building a personal study plan
- Using flashcards and memory aids effectively
- Scheduled review and self-assessment
- Practice exam blueprint and weighting
- Domain-specific question patterns
- Approaching questions on the service value system
- Answering guiding principles with precision
- Handling questions on practices and their interactions
- Interpreting value chain diagrams and workflows
- Identifying core vs supporting practices
- Mastering terminology and official definitions
- How to avoid common exam mistakes
- Simulated exam environment and expectations
- Building mental stamina for exam day
Module 12: Practice Exams, Case Studies, and Application Projects - Full-length timed practice exam 1 (80 questions)
- Detailed answer explanations and rationale
- Performance analytics and weak area identification
- Full-length practice exam 2 (80 questions)
- Scenario-based questions across all domains
- Case study 1: Implementing ITIL in a medium-sized enterprise
- Analysing pain points and recommending practices
- Case study 2: Managing a service outage with multiple departments
- Developing a major incident response plan
- Case study 3: Designing a new cloud service offering
- Creating a service design package
- Project 1: Build an incident management workflow
- Project 2: Design a change enablement process
- Project 3: Audit a fictional CMDB for completeness
- Project 4: Develop a service improvement proposal
- Interactive self-assessment quizzes after each module
- Progress tracking and achievement milestones
- Personalised feedback on project submissions
- Peer-reviewed exercises (optional participation)
- Exam readiness checklist and confidence meter
Module 13: Advanced ITIL Concepts and Real-World Integration - Integrating ITIL with Agile at scale
- Combining ITIL and DevOps practices
- Service management in cloud-native environments
- ITIL and digital service platforms
- Automation in service management
- AI and machine learning in event management
- Using chatbots in service request handling
- ITIL in hybrid and remote work environments
- Managing third-party services and SaaS platforms
- Cybersecurity integration across practices
- Data privacy and GDPR alignment
- ITIL in regulated industries (finance, healthcare)
- Global service delivery challenges
- Cultural considerations in service management
- Leading change in service organisations
- Stakeholder alignment and communication
- Managing resistance to process adoption
- Training teams on new service practices
- Developing a service mindset across departments
Module 14: Certification, Career Growth, and Next Steps - Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement
- Overview of the Service Value System components
- Guiding principles as the foundation of decision-making
- The service value chain and its activities
- Practices and how they enable value creation
- Continual improvement as a core tenet
- The role of governance in the SVS
- How policies and frameworks drive consistency
- Integrating feedback loops into service design
- Inputs, outputs, and triggers in the SVS
- Mapping value across the service lifecycle
- Service level agreements and their function in the SVS
- Aligning business strategy with service delivery
- The role of risk management in the SVS
- Efficiency and effectiveness trade-offs
- Measuring value throughout the system
- Case study: SVS implementation in a financial institution
- Common misconceptions about the SVS
- How the SVS supports digital transformation
- Scalability of the SVS across organisation sizes
- Integration with other frameworks like Agile and DevOps
Module 3: The Seven Guiding Principles of ITIL - Focus on value - from strategy to execution
- Start where you are - leveraging existing assets
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
- Applying guiding principles to real-world projects
- Common pitfalls when ignoring guiding principles
- Workshop: selecting the right principle for each scenario
- How guiding principles reduce project risk
- Using principles to resolve stakeholder conflicts
- Guiding principles in crisis management
- Embedding principles into team culture
- Measuring adherence to guiding principles
- Role-playing: applying principles in IT service scenarios
- Examples from healthcare, education, and government sectors
- How principles support sustainable change
- Linking principles to KPIs and performance reviews
- Guiding principles as a communication tool
Module 4: The Service Value Chain Activities - Plan activity: strategic alignment and review
- Improve activity: embedding continual improvement
- Engage activity: stakeholder interaction and feedback
- Design and transition: ensuring service readiness
- Obtain/build activity: sourcing and constructing components
- Deliver and support: operational service execution
- Interactions between value chain activities
- How activities adapt to different service types
- Inputs and outputs for each activity
- Triggers that start each value chain process
- Roles and responsibilities in each activity
- Integration with third-party vendors
- Using the value chain to respond to incidents
- Mapping workflows to value chain activities
- Case study: value chain in a cloud migration
- How teams collaborate across activities
- Avoiding silos in multi-team environments
- Metrics for evaluating value chain performance
- Improving coordination between engage and design
- Scaling activities for enterprise-level delivery
- Common bottlenecks and how to resolve them
- Training staff on value chain responsibilities
- Leveraging automation in value chain tasks
- How value chain supports agile delivery
- Documenting value chain processes
- Using feedback to refine value chain execution
Module 5: Key Management Practices – Part 1 - Overview of general, service, and technical practices
- Change enablement practice: process and workflows
- Managing standard, normal, and emergency changes
- Change authority roles and responsibilities
- Change models and templates
- Change assessment techniques
- Post-implementation review process
- Configuration management practice fundamentals
- Configuration management database (CMDB) structure
- Configuration items (CIs) and relationships
- Configuration verification and audit procedures
- Relationship between CMDB and change management
- Incident management: objectives and scope
- Incident identification and logging
- Categorisation, prioritisation, and escalation
- Incident resolution and closure
- Major incident management framework
- Role of the incident manager
- Incident communication plan
- Measuring incident management performance
Module 6: Key Management Practices – Part 2 - Problem management: reactive and proactive approaches
- Problem identification and logging
- Root cause analysis techniques (e.g. 5 Whys, fishbone)
- Known error database (KEDB) management
- Problem resolution and closure
- Integration with incident and change management
- Service request management: process and workflow
- Service catalogue and request fulfilment
- Request models and automation
- Service desk practice: roles and responsibilities
- Service desk organisational models (local, centralised, virtual)
- Incident and request handling procedures
- Service desk performance metrics (first call resolution, etc)
- Continual improvement practice: the Deming Cycle
- Improvement ideas collection and prioritisation
- Using the continual improvement register
- Assessing readiness for improvement initiatives
- Role of the improvement coordinator
- Integrating feedback into improvement cycles
- Measuring the impact of improvements
Module 7: Key Management Practices – Part 3 - Information security management practice
- Confidentiality, integrity, and availability (CIA triad)
- Security policies and compliance frameworks
- Risk assessment and mitigation in security
- Incident response and data breach protocols
- Relationship with service continuity management
- Service continuity management practice
- Business impact analysis (BIA)
- Recovery time and recovery point objectives (RTO/RPO)
- Disaster recovery planning and testing
- Monitoring and reviewing continuity plans
- Relationship management practice
- Stakeholder mapping and engagement strategies
- Managing internal and external relationships
- Supplier management practice
- Supplier categorisation and evaluation
- Contract management and performance monitoring
- Risk management practice
- Risk identification, analysis, and evaluation
- Risk response strategies (avoid, transfer, mitigate, accept)
Module 8: Key Management Practices – Part 4 - Knowledge management practice objectives
- Knowledge lifecycle: create, share, use, maintain
- Knowledge articles and article structure
- Knowledge base integration with service desk
- Measuring knowledge effectiveness
- Measurement and reporting practice
- Defining KPIs and metrics for service performance
- Data collection and analysis techniques
- Reporting dashboards and visualisation
- Using data to inform decisions
- Portfolio management practice
- Service, technology, and supplier portfolio structure
- Portfolio reviews and governance
- Demand management practice
- Understanding patterns of business activity (PBA)
- Forecasting demand and capacity needs
- Capacity management practice
- Business, service, and component capacity planning
- Monitoring and tuning performance
- Availability management practice
Module 9: Service Design and Transition Practices - Service design principles and objectives
- The service design package (SDP)
- Designing new or changed services
- Service level management practice
- Negotiating SLAs, OLAs, and UCs
- SLA monitoring and reporting
- Service catalogue management
- Business relationship management practice
- Understanding customer needs and expectations
- Managing customer engagement and satisfaction
- Service continuity design considerations
- Designing for resilience and recoverability
- Transition planning and support practice
- Change evaluation and impact analysis
- Release management practice
- Release models (big bang, phased, etc)
- Deployment and rollback strategies
- Testing in service transition
- Validation and testing practice
- Test planning, execution, and documentation
Module 10: Technical and Operational Practices - Infrastructure and platform management
- Software and hardware lifecycle
- Facilities management considerations
- Deployment management practice
- Deployment pipelines and automation
- Automated testing and validation
- Monitoring and event management practice
- Defining events, alerts, and thresholds
- Event correlation and prioritisation
- Alert response and escalation
- Incident triggering from events
- IT asset management practice
- Lifecycle of hardware and software assets
- Licensing, compliance, and tracking
- Financial management for IT services
- Budgeting, accounting, and charging
- Cost models and transparency
- Charging methods and business alignment
- Service validation and testing tools
- Operational support playbooks
Module 11: Exam Preparation and Strategy Mastery - Understanding ITIL certification exam format
- Multiple-choice question structure and logic
- Elimination techniques for challenging questions
- Time management during the exam
- How to interpret complex scenario-based questions
- Recognising distractors and misleading choices
- Building a personal study plan
- Using flashcards and memory aids effectively
- Scheduled review and self-assessment
- Practice exam blueprint and weighting
- Domain-specific question patterns
- Approaching questions on the service value system
- Answering guiding principles with precision
- Handling questions on practices and their interactions
- Interpreting value chain diagrams and workflows
- Identifying core vs supporting practices
- Mastering terminology and official definitions
- How to avoid common exam mistakes
- Simulated exam environment and expectations
- Building mental stamina for exam day
Module 12: Practice Exams, Case Studies, and Application Projects - Full-length timed practice exam 1 (80 questions)
- Detailed answer explanations and rationale
- Performance analytics and weak area identification
- Full-length practice exam 2 (80 questions)
- Scenario-based questions across all domains
- Case study 1: Implementing ITIL in a medium-sized enterprise
- Analysing pain points and recommending practices
- Case study 2: Managing a service outage with multiple departments
- Developing a major incident response plan
- Case study 3: Designing a new cloud service offering
- Creating a service design package
- Project 1: Build an incident management workflow
- Project 2: Design a change enablement process
- Project 3: Audit a fictional CMDB for completeness
- Project 4: Develop a service improvement proposal
- Interactive self-assessment quizzes after each module
- Progress tracking and achievement milestones
- Personalised feedback on project submissions
- Peer-reviewed exercises (optional participation)
- Exam readiness checklist and confidence meter
Module 13: Advanced ITIL Concepts and Real-World Integration - Integrating ITIL with Agile at scale
- Combining ITIL and DevOps practices
- Service management in cloud-native environments
- ITIL and digital service platforms
- Automation in service management
- AI and machine learning in event management
- Using chatbots in service request handling
- ITIL in hybrid and remote work environments
- Managing third-party services and SaaS platforms
- Cybersecurity integration across practices
- Data privacy and GDPR alignment
- ITIL in regulated industries (finance, healthcare)
- Global service delivery challenges
- Cultural considerations in service management
- Leading change in service organisations
- Stakeholder alignment and communication
- Managing resistance to process adoption
- Training teams on new service practices
- Developing a service mindset across departments
Module 14: Certification, Career Growth, and Next Steps - Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement
- Plan activity: strategic alignment and review
- Improve activity: embedding continual improvement
- Engage activity: stakeholder interaction and feedback
- Design and transition: ensuring service readiness
- Obtain/build activity: sourcing and constructing components
- Deliver and support: operational service execution
- Interactions between value chain activities
- How activities adapt to different service types
- Inputs and outputs for each activity
- Triggers that start each value chain process
- Roles and responsibilities in each activity
- Integration with third-party vendors
- Using the value chain to respond to incidents
- Mapping workflows to value chain activities
- Case study: value chain in a cloud migration
- How teams collaborate across activities
- Avoiding silos in multi-team environments
- Metrics for evaluating value chain performance
- Improving coordination between engage and design
- Scaling activities for enterprise-level delivery
- Common bottlenecks and how to resolve them
- Training staff on value chain responsibilities
- Leveraging automation in value chain tasks
- How value chain supports agile delivery
- Documenting value chain processes
- Using feedback to refine value chain execution
Module 5: Key Management Practices – Part 1 - Overview of general, service, and technical practices
- Change enablement practice: process and workflows
- Managing standard, normal, and emergency changes
- Change authority roles and responsibilities
- Change models and templates
- Change assessment techniques
- Post-implementation review process
- Configuration management practice fundamentals
- Configuration management database (CMDB) structure
- Configuration items (CIs) and relationships
- Configuration verification and audit procedures
- Relationship between CMDB and change management
- Incident management: objectives and scope
- Incident identification and logging
- Categorisation, prioritisation, and escalation
- Incident resolution and closure
- Major incident management framework
- Role of the incident manager
- Incident communication plan
- Measuring incident management performance
Module 6: Key Management Practices – Part 2 - Problem management: reactive and proactive approaches
- Problem identification and logging
- Root cause analysis techniques (e.g. 5 Whys, fishbone)
- Known error database (KEDB) management
- Problem resolution and closure
- Integration with incident and change management
- Service request management: process and workflow
- Service catalogue and request fulfilment
- Request models and automation
- Service desk practice: roles and responsibilities
- Service desk organisational models (local, centralised, virtual)
- Incident and request handling procedures
- Service desk performance metrics (first call resolution, etc)
- Continual improvement practice: the Deming Cycle
- Improvement ideas collection and prioritisation
- Using the continual improvement register
- Assessing readiness for improvement initiatives
- Role of the improvement coordinator
- Integrating feedback into improvement cycles
- Measuring the impact of improvements
Module 7: Key Management Practices – Part 3 - Information security management practice
- Confidentiality, integrity, and availability (CIA triad)
- Security policies and compliance frameworks
- Risk assessment and mitigation in security
- Incident response and data breach protocols
- Relationship with service continuity management
- Service continuity management practice
- Business impact analysis (BIA)
- Recovery time and recovery point objectives (RTO/RPO)
- Disaster recovery planning and testing
- Monitoring and reviewing continuity plans
- Relationship management practice
- Stakeholder mapping and engagement strategies
- Managing internal and external relationships
- Supplier management practice
- Supplier categorisation and evaluation
- Contract management and performance monitoring
- Risk management practice
- Risk identification, analysis, and evaluation
- Risk response strategies (avoid, transfer, mitigate, accept)
Module 8: Key Management Practices – Part 4 - Knowledge management practice objectives
- Knowledge lifecycle: create, share, use, maintain
- Knowledge articles and article structure
- Knowledge base integration with service desk
- Measuring knowledge effectiveness
- Measurement and reporting practice
- Defining KPIs and metrics for service performance
- Data collection and analysis techniques
- Reporting dashboards and visualisation
- Using data to inform decisions
- Portfolio management practice
- Service, technology, and supplier portfolio structure
- Portfolio reviews and governance
- Demand management practice
- Understanding patterns of business activity (PBA)
- Forecasting demand and capacity needs
- Capacity management practice
- Business, service, and component capacity planning
- Monitoring and tuning performance
- Availability management practice
Module 9: Service Design and Transition Practices - Service design principles and objectives
- The service design package (SDP)
- Designing new or changed services
- Service level management practice
- Negotiating SLAs, OLAs, and UCs
- SLA monitoring and reporting
- Service catalogue management
- Business relationship management practice
- Understanding customer needs and expectations
- Managing customer engagement and satisfaction
- Service continuity design considerations
- Designing for resilience and recoverability
- Transition planning and support practice
- Change evaluation and impact analysis
- Release management practice
- Release models (big bang, phased, etc)
- Deployment and rollback strategies
- Testing in service transition
- Validation and testing practice
- Test planning, execution, and documentation
Module 10: Technical and Operational Practices - Infrastructure and platform management
- Software and hardware lifecycle
- Facilities management considerations
- Deployment management practice
- Deployment pipelines and automation
- Automated testing and validation
- Monitoring and event management practice
- Defining events, alerts, and thresholds
- Event correlation and prioritisation
- Alert response and escalation
- Incident triggering from events
- IT asset management practice
- Lifecycle of hardware and software assets
- Licensing, compliance, and tracking
- Financial management for IT services
- Budgeting, accounting, and charging
- Cost models and transparency
- Charging methods and business alignment
- Service validation and testing tools
- Operational support playbooks
Module 11: Exam Preparation and Strategy Mastery - Understanding ITIL certification exam format
- Multiple-choice question structure and logic
- Elimination techniques for challenging questions
- Time management during the exam
- How to interpret complex scenario-based questions
- Recognising distractors and misleading choices
- Building a personal study plan
- Using flashcards and memory aids effectively
- Scheduled review and self-assessment
- Practice exam blueprint and weighting
- Domain-specific question patterns
- Approaching questions on the service value system
- Answering guiding principles with precision
- Handling questions on practices and their interactions
- Interpreting value chain diagrams and workflows
- Identifying core vs supporting practices
- Mastering terminology and official definitions
- How to avoid common exam mistakes
- Simulated exam environment and expectations
- Building mental stamina for exam day
Module 12: Practice Exams, Case Studies, and Application Projects - Full-length timed practice exam 1 (80 questions)
- Detailed answer explanations and rationale
- Performance analytics and weak area identification
- Full-length practice exam 2 (80 questions)
- Scenario-based questions across all domains
- Case study 1: Implementing ITIL in a medium-sized enterprise
- Analysing pain points and recommending practices
- Case study 2: Managing a service outage with multiple departments
- Developing a major incident response plan
- Case study 3: Designing a new cloud service offering
- Creating a service design package
- Project 1: Build an incident management workflow
- Project 2: Design a change enablement process
- Project 3: Audit a fictional CMDB for completeness
- Project 4: Develop a service improvement proposal
- Interactive self-assessment quizzes after each module
- Progress tracking and achievement milestones
- Personalised feedback on project submissions
- Peer-reviewed exercises (optional participation)
- Exam readiness checklist and confidence meter
Module 13: Advanced ITIL Concepts and Real-World Integration - Integrating ITIL with Agile at scale
- Combining ITIL and DevOps practices
- Service management in cloud-native environments
- ITIL and digital service platforms
- Automation in service management
- AI and machine learning in event management
- Using chatbots in service request handling
- ITIL in hybrid and remote work environments
- Managing third-party services and SaaS platforms
- Cybersecurity integration across practices
- Data privacy and GDPR alignment
- ITIL in regulated industries (finance, healthcare)
- Global service delivery challenges
- Cultural considerations in service management
- Leading change in service organisations
- Stakeholder alignment and communication
- Managing resistance to process adoption
- Training teams on new service practices
- Developing a service mindset across departments
Module 14: Certification, Career Growth, and Next Steps - Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement
- Problem management: reactive and proactive approaches
- Problem identification and logging
- Root cause analysis techniques (e.g. 5 Whys, fishbone)
- Known error database (KEDB) management
- Problem resolution and closure
- Integration with incident and change management
- Service request management: process and workflow
- Service catalogue and request fulfilment
- Request models and automation
- Service desk practice: roles and responsibilities
- Service desk organisational models (local, centralised, virtual)
- Incident and request handling procedures
- Service desk performance metrics (first call resolution, etc)
- Continual improvement practice: the Deming Cycle
- Improvement ideas collection and prioritisation
- Using the continual improvement register
- Assessing readiness for improvement initiatives
- Role of the improvement coordinator
- Integrating feedback into improvement cycles
- Measuring the impact of improvements
Module 7: Key Management Practices – Part 3 - Information security management practice
- Confidentiality, integrity, and availability (CIA triad)
- Security policies and compliance frameworks
- Risk assessment and mitigation in security
- Incident response and data breach protocols
- Relationship with service continuity management
- Service continuity management practice
- Business impact analysis (BIA)
- Recovery time and recovery point objectives (RTO/RPO)
- Disaster recovery planning and testing
- Monitoring and reviewing continuity plans
- Relationship management practice
- Stakeholder mapping and engagement strategies
- Managing internal and external relationships
- Supplier management practice
- Supplier categorisation and evaluation
- Contract management and performance monitoring
- Risk management practice
- Risk identification, analysis, and evaluation
- Risk response strategies (avoid, transfer, mitigate, accept)
Module 8: Key Management Practices – Part 4 - Knowledge management practice objectives
- Knowledge lifecycle: create, share, use, maintain
- Knowledge articles and article structure
- Knowledge base integration with service desk
- Measuring knowledge effectiveness
- Measurement and reporting practice
- Defining KPIs and metrics for service performance
- Data collection and analysis techniques
- Reporting dashboards and visualisation
- Using data to inform decisions
- Portfolio management practice
- Service, technology, and supplier portfolio structure
- Portfolio reviews and governance
- Demand management practice
- Understanding patterns of business activity (PBA)
- Forecasting demand and capacity needs
- Capacity management practice
- Business, service, and component capacity planning
- Monitoring and tuning performance
- Availability management practice
Module 9: Service Design and Transition Practices - Service design principles and objectives
- The service design package (SDP)
- Designing new or changed services
- Service level management practice
- Negotiating SLAs, OLAs, and UCs
- SLA monitoring and reporting
- Service catalogue management
- Business relationship management practice
- Understanding customer needs and expectations
- Managing customer engagement and satisfaction
- Service continuity design considerations
- Designing for resilience and recoverability
- Transition planning and support practice
- Change evaluation and impact analysis
- Release management practice
- Release models (big bang, phased, etc)
- Deployment and rollback strategies
- Testing in service transition
- Validation and testing practice
- Test planning, execution, and documentation
Module 10: Technical and Operational Practices - Infrastructure and platform management
- Software and hardware lifecycle
- Facilities management considerations
- Deployment management practice
- Deployment pipelines and automation
- Automated testing and validation
- Monitoring and event management practice
- Defining events, alerts, and thresholds
- Event correlation and prioritisation
- Alert response and escalation
- Incident triggering from events
- IT asset management practice
- Lifecycle of hardware and software assets
- Licensing, compliance, and tracking
- Financial management for IT services
- Budgeting, accounting, and charging
- Cost models and transparency
- Charging methods and business alignment
- Service validation and testing tools
- Operational support playbooks
Module 11: Exam Preparation and Strategy Mastery - Understanding ITIL certification exam format
- Multiple-choice question structure and logic
- Elimination techniques for challenging questions
- Time management during the exam
- How to interpret complex scenario-based questions
- Recognising distractors and misleading choices
- Building a personal study plan
- Using flashcards and memory aids effectively
- Scheduled review and self-assessment
- Practice exam blueprint and weighting
- Domain-specific question patterns
- Approaching questions on the service value system
- Answering guiding principles with precision
- Handling questions on practices and their interactions
- Interpreting value chain diagrams and workflows
- Identifying core vs supporting practices
- Mastering terminology and official definitions
- How to avoid common exam mistakes
- Simulated exam environment and expectations
- Building mental stamina for exam day
Module 12: Practice Exams, Case Studies, and Application Projects - Full-length timed practice exam 1 (80 questions)
- Detailed answer explanations and rationale
- Performance analytics and weak area identification
- Full-length practice exam 2 (80 questions)
- Scenario-based questions across all domains
- Case study 1: Implementing ITIL in a medium-sized enterprise
- Analysing pain points and recommending practices
- Case study 2: Managing a service outage with multiple departments
- Developing a major incident response plan
- Case study 3: Designing a new cloud service offering
- Creating a service design package
- Project 1: Build an incident management workflow
- Project 2: Design a change enablement process
- Project 3: Audit a fictional CMDB for completeness
- Project 4: Develop a service improvement proposal
- Interactive self-assessment quizzes after each module
- Progress tracking and achievement milestones
- Personalised feedback on project submissions
- Peer-reviewed exercises (optional participation)
- Exam readiness checklist and confidence meter
Module 13: Advanced ITIL Concepts and Real-World Integration - Integrating ITIL with Agile at scale
- Combining ITIL and DevOps practices
- Service management in cloud-native environments
- ITIL and digital service platforms
- Automation in service management
- AI and machine learning in event management
- Using chatbots in service request handling
- ITIL in hybrid and remote work environments
- Managing third-party services and SaaS platforms
- Cybersecurity integration across practices
- Data privacy and GDPR alignment
- ITIL in regulated industries (finance, healthcare)
- Global service delivery challenges
- Cultural considerations in service management
- Leading change in service organisations
- Stakeholder alignment and communication
- Managing resistance to process adoption
- Training teams on new service practices
- Developing a service mindset across departments
Module 14: Certification, Career Growth, and Next Steps - Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement
- Knowledge management practice objectives
- Knowledge lifecycle: create, share, use, maintain
- Knowledge articles and article structure
- Knowledge base integration with service desk
- Measuring knowledge effectiveness
- Measurement and reporting practice
- Defining KPIs and metrics for service performance
- Data collection and analysis techniques
- Reporting dashboards and visualisation
- Using data to inform decisions
- Portfolio management practice
- Service, technology, and supplier portfolio structure
- Portfolio reviews and governance
- Demand management practice
- Understanding patterns of business activity (PBA)
- Forecasting demand and capacity needs
- Capacity management practice
- Business, service, and component capacity planning
- Monitoring and tuning performance
- Availability management practice
Module 9: Service Design and Transition Practices - Service design principles and objectives
- The service design package (SDP)
- Designing new or changed services
- Service level management practice
- Negotiating SLAs, OLAs, and UCs
- SLA monitoring and reporting
- Service catalogue management
- Business relationship management practice
- Understanding customer needs and expectations
- Managing customer engagement and satisfaction
- Service continuity design considerations
- Designing for resilience and recoverability
- Transition planning and support practice
- Change evaluation and impact analysis
- Release management practice
- Release models (big bang, phased, etc)
- Deployment and rollback strategies
- Testing in service transition
- Validation and testing practice
- Test planning, execution, and documentation
Module 10: Technical and Operational Practices - Infrastructure and platform management
- Software and hardware lifecycle
- Facilities management considerations
- Deployment management practice
- Deployment pipelines and automation
- Automated testing and validation
- Monitoring and event management practice
- Defining events, alerts, and thresholds
- Event correlation and prioritisation
- Alert response and escalation
- Incident triggering from events
- IT asset management practice
- Lifecycle of hardware and software assets
- Licensing, compliance, and tracking
- Financial management for IT services
- Budgeting, accounting, and charging
- Cost models and transparency
- Charging methods and business alignment
- Service validation and testing tools
- Operational support playbooks
Module 11: Exam Preparation and Strategy Mastery - Understanding ITIL certification exam format
- Multiple-choice question structure and logic
- Elimination techniques for challenging questions
- Time management during the exam
- How to interpret complex scenario-based questions
- Recognising distractors and misleading choices
- Building a personal study plan
- Using flashcards and memory aids effectively
- Scheduled review and self-assessment
- Practice exam blueprint and weighting
- Domain-specific question patterns
- Approaching questions on the service value system
- Answering guiding principles with precision
- Handling questions on practices and their interactions
- Interpreting value chain diagrams and workflows
- Identifying core vs supporting practices
- Mastering terminology and official definitions
- How to avoid common exam mistakes
- Simulated exam environment and expectations
- Building mental stamina for exam day
Module 12: Practice Exams, Case Studies, and Application Projects - Full-length timed practice exam 1 (80 questions)
- Detailed answer explanations and rationale
- Performance analytics and weak area identification
- Full-length practice exam 2 (80 questions)
- Scenario-based questions across all domains
- Case study 1: Implementing ITIL in a medium-sized enterprise
- Analysing pain points and recommending practices
- Case study 2: Managing a service outage with multiple departments
- Developing a major incident response plan
- Case study 3: Designing a new cloud service offering
- Creating a service design package
- Project 1: Build an incident management workflow
- Project 2: Design a change enablement process
- Project 3: Audit a fictional CMDB for completeness
- Project 4: Develop a service improvement proposal
- Interactive self-assessment quizzes after each module
- Progress tracking and achievement milestones
- Personalised feedback on project submissions
- Peer-reviewed exercises (optional participation)
- Exam readiness checklist and confidence meter
Module 13: Advanced ITIL Concepts and Real-World Integration - Integrating ITIL with Agile at scale
- Combining ITIL and DevOps practices
- Service management in cloud-native environments
- ITIL and digital service platforms
- Automation in service management
- AI and machine learning in event management
- Using chatbots in service request handling
- ITIL in hybrid and remote work environments
- Managing third-party services and SaaS platforms
- Cybersecurity integration across practices
- Data privacy and GDPR alignment
- ITIL in regulated industries (finance, healthcare)
- Global service delivery challenges
- Cultural considerations in service management
- Leading change in service organisations
- Stakeholder alignment and communication
- Managing resistance to process adoption
- Training teams on new service practices
- Developing a service mindset across departments
Module 14: Certification, Career Growth, and Next Steps - Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement
- Infrastructure and platform management
- Software and hardware lifecycle
- Facilities management considerations
- Deployment management practice
- Deployment pipelines and automation
- Automated testing and validation
- Monitoring and event management practice
- Defining events, alerts, and thresholds
- Event correlation and prioritisation
- Alert response and escalation
- Incident triggering from events
- IT asset management practice
- Lifecycle of hardware and software assets
- Licensing, compliance, and tracking
- Financial management for IT services
- Budgeting, accounting, and charging
- Cost models and transparency
- Charging methods and business alignment
- Service validation and testing tools
- Operational support playbooks
Module 11: Exam Preparation and Strategy Mastery - Understanding ITIL certification exam format
- Multiple-choice question structure and logic
- Elimination techniques for challenging questions
- Time management during the exam
- How to interpret complex scenario-based questions
- Recognising distractors and misleading choices
- Building a personal study plan
- Using flashcards and memory aids effectively
- Scheduled review and self-assessment
- Practice exam blueprint and weighting
- Domain-specific question patterns
- Approaching questions on the service value system
- Answering guiding principles with precision
- Handling questions on practices and their interactions
- Interpreting value chain diagrams and workflows
- Identifying core vs supporting practices
- Mastering terminology and official definitions
- How to avoid common exam mistakes
- Simulated exam environment and expectations
- Building mental stamina for exam day
Module 12: Practice Exams, Case Studies, and Application Projects - Full-length timed practice exam 1 (80 questions)
- Detailed answer explanations and rationale
- Performance analytics and weak area identification
- Full-length practice exam 2 (80 questions)
- Scenario-based questions across all domains
- Case study 1: Implementing ITIL in a medium-sized enterprise
- Analysing pain points and recommending practices
- Case study 2: Managing a service outage with multiple departments
- Developing a major incident response plan
- Case study 3: Designing a new cloud service offering
- Creating a service design package
- Project 1: Build an incident management workflow
- Project 2: Design a change enablement process
- Project 3: Audit a fictional CMDB for completeness
- Project 4: Develop a service improvement proposal
- Interactive self-assessment quizzes after each module
- Progress tracking and achievement milestones
- Personalised feedback on project submissions
- Peer-reviewed exercises (optional participation)
- Exam readiness checklist and confidence meter
Module 13: Advanced ITIL Concepts and Real-World Integration - Integrating ITIL with Agile at scale
- Combining ITIL and DevOps practices
- Service management in cloud-native environments
- ITIL and digital service platforms
- Automation in service management
- AI and machine learning in event management
- Using chatbots in service request handling
- ITIL in hybrid and remote work environments
- Managing third-party services and SaaS platforms
- Cybersecurity integration across practices
- Data privacy and GDPR alignment
- ITIL in regulated industries (finance, healthcare)
- Global service delivery challenges
- Cultural considerations in service management
- Leading change in service organisations
- Stakeholder alignment and communication
- Managing resistance to process adoption
- Training teams on new service practices
- Developing a service mindset across departments
Module 14: Certification, Career Growth, and Next Steps - Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement
- Full-length timed practice exam 1 (80 questions)
- Detailed answer explanations and rationale
- Performance analytics and weak area identification
- Full-length practice exam 2 (80 questions)
- Scenario-based questions across all domains
- Case study 1: Implementing ITIL in a medium-sized enterprise
- Analysing pain points and recommending practices
- Case study 2: Managing a service outage with multiple departments
- Developing a major incident response plan
- Case study 3: Designing a new cloud service offering
- Creating a service design package
- Project 1: Build an incident management workflow
- Project 2: Design a change enablement process
- Project 3: Audit a fictional CMDB for completeness
- Project 4: Develop a service improvement proposal
- Interactive self-assessment quizzes after each module
- Progress tracking and achievement milestones
- Personalised feedback on project submissions
- Peer-reviewed exercises (optional participation)
- Exam readiness checklist and confidence meter
Module 13: Advanced ITIL Concepts and Real-World Integration - Integrating ITIL with Agile at scale
- Combining ITIL and DevOps practices
- Service management in cloud-native environments
- ITIL and digital service platforms
- Automation in service management
- AI and machine learning in event management
- Using chatbots in service request handling
- ITIL in hybrid and remote work environments
- Managing third-party services and SaaS platforms
- Cybersecurity integration across practices
- Data privacy and GDPR alignment
- ITIL in regulated industries (finance, healthcare)
- Global service delivery challenges
- Cultural considerations in service management
- Leading change in service organisations
- Stakeholder alignment and communication
- Managing resistance to process adoption
- Training teams on new service practices
- Developing a service mindset across departments
Module 14: Certification, Career Growth, and Next Steps - Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement
- Exam day preparation checklist
- Registration process and testing platforms
- Remote proctoring guidelines and requirements
- What to expect during the exam session
- Post-exam steps and result retrieval
- Understanding your score report
- Certification renewal and continuing education
- Adding ITIL certification to your resume
- LinkedIn profile optimisation for ITIL professionals
- Interview strategies for IT service roles
- Salary benchmarks for ITIL-certified professionals
- Career paths: from analyst to service manager to CIO
- Advanced ITIL certifications and pathways
- Building a personal development roadmap
- Joining professional IT service communities
- Contributing to knowledge sharing and mentorship
- Leveraging your Certificate of Completion from The Art of Service
- Using certification for promotions and negotiations
- Tracking long-term career ROI from certification
- Your next 90-day action plan for career advancement