Course Introduction

ITIL Expert takes you a step closer to the highest credential in IT service management. ITIL Expert demonstrates the credential holder’s expertise in defining, creating, managing, delivering and controlling IT services using ITIL Framework. Ken and Headway’s product managers can help you choose the right one.

Sub-Courses


ITIL Foundation

Businesses around the globe rely on ITIL best practices framework to grow, scale and change in a dynamic and ever-evolving industry landscape. ITIL best practices build a strong foundation for ISO / IEC 20000. The International IT service management standard for organizational certification and compliance. Implementing the ITIL frame work can strengthen customer relationships, help build and implement cost effective solutions, stabilize IT environment by through resource optimization. Ken and Headway is an accredited training partner to provide ITIL Certification from Axelos. Ken and Headway has its own resource pool of certified trainers and well equipped testing centres to deliver ITIL certification.

  • Module 01: Introduction to ITIL
  • Module 02: Service Management as a Practice
  • Module 03: Introduction to Service Lifecycle
  • Module 04: Introduction to Service Strategy
  • Module 05: Introduction to Service Design
  • Module 06: Introduction to Service Transition
  • Module 07: Introduction to Service Operation
  • Module 08: Introduction to Continuous Service Improvement
  • Module 09: Introduction to Service Automation – Technology and Architecture

  • ITIL Foundation – e-book
  • 2 Day training – Classroom / Virtual
  • ITIL Foundation – Certification Assistance
  • ITIL Foundation – Online exam

(* We believe our training will ensure that you are well prepared to crack the exam. In the rare and unfortunate event where you have to appear for a second attempt, we’ll sign you up at no cost)

Certification Details

  • Online exam delivered in association with peoplecert
  • 40 multiple-choice questions in 60 minutes
  • Score of atleast 26 i.e., 65% to pass the exam
  • Closed book exam

Who should attend

  • Service Support Engineers
  • Technical Support Engineers
  • IT Process Associates
  • IT Service Manager
  • Service Desk Associates
  • Any role involved in IT Services

Training Outcomes

  1. A complete understanding of IT service management as a practice
  2. Follow the ITIL service lifecycle
  3. ITIL concepts and definitions
  4. Understand roles, processes and functions


ITIL Foundation

Businesses around the globe rely on ITIL best practices framework to grow, scale and change in a dynamic and ever-evolving industry landscape. ITIL best practices build a strong foundation for ISO/IEC 20000 – The International IT Service Management standard for organizational certification and compliance. Implementing the ITIL frame work can strengthen customer relationships, help build and implement cost effective solutions, stabilize IT environment by through resource optimization. Ken and Headway is an accredited training partner to provide ITIL certification from Axelos. Ken and Headway has its own resource pool of certified trainers and well equipped testing centres to deliver ITIL certification.
  • Module 01: Introduction to ITIL
  • Module 02: Service Management as a Practice
  • Module 03: Introduction to Service Lifecycle
  • Module 04: Introduction to Service Strategy
  • Module 05: Introduction to Service Design
  • Module 06: Introduction to Service Transition
  • Module 07: Introduction to Service Operation
  • Module 08: Introduction to Continuous Service Improvement
  • Module 09: Introduction to Service Automation – Technology and Architecture

  • ITIL Foundation – e-book
  • 2 Day training – Classroom / Virtual
  • ITIL Foundation – Certification Assistance
  • ITIL Foundation – Online Exam

(* We believe our training will ensure that you are well prepared to crack the exam. In the rare and unfortunate event where you have to appear for a second attempt, we’ll sign you up at no cost)

Certification Details

  • Online exam delivered in association with peoplecert
  • 40 multiple-choice questions in 60 minutes
  • Score of atleast 26 i.e., 65% to pass the exam
  • Closed Book Exam

Who should attend

  • Service Support Engineers
  • Technical Support Engineers
  • IT Process Associates
  • IT Service Manager
  • Service Desk Associates
  • Any role involved in IT Services

Training Outcomes

  1. A complete understanding of IT service management as a practice
  2. Follow the ITIL service lifecycle
  3. ITIL concepts and definitions
  4. Understand roles, processes and functions


Operation Support and Analysis

This intermediate module from the ITIL service capability track teaches organizations and individuals on how to manage business-as-usual operations of IT services, highlighting key principles, processes and associated activities.

  • Module 01: Incident and Problem Management Process
  • Module 02: Early Warning System for Event Management Process
  • Module 03: Request Fulfilment Process
  • Module 04: Access Management Process
  • Module 05: Delivery of Services
  • Module 06: Service Desk Function
  • Module 07: Transition Service

  • Configuration Manager
  • Availability Manager
  • Applications Support
  • IT Operations Manager
  • Network Control and Operation
  • Database Administrator
  • Problem Manager



Planning, Protection and Optimization

This intermediate module from the ITIL service capability track introduces you to service management aspects on design, resilience, redundancy and capacity needs thereby setting clear expectations for service delivery.

  • Module 01: Capacity Management
  • Module 02: Demand Management
  • Module 03: Availability Management
  • Module 04: Information Security Management
  • Module 05: ITSCM – IT Service Continuity Management
  • Module 06: Transitioning Services

  • Capacity Manager
  • Availability Manager
  • Change Manager
  • Security Manager
  • Applications Support
  • IT Operations Manager
  • Network Support
  • Business Continuity Manager
  • Service Portfolio Manager


Release Control and Validation

This intermediate module from the ITIL service capability stream focuses on managing change in a live environment with minimal or no disruptions to the IT infrastructure.

  • Module 01: Service Transition
  • Module 02: Change Management
  • Module 03: Service Asset and Configuration Management
  • Module 04: Knowledge Management
  • Module 05: Testing, Validation and valuation

  • Release Manager
  • Security Administrator
  • IT Operations Manager
  • Database Administrator
  • IT Managers


Service offerings and Agreements

This intermediate module from the ITIL service capability stream provides the functionality for businesses to ensure service levels and supplier management are aligned in order to have complete accountability for customers, suppliers and third parties.

  • Module 01: Plan and Generate Service Strategy
  • Module 02: SOA Processes – The Complete Cycle
  • Module 03: Service Transition

  • IT Manager
  • Finance Manager
  • Capacity Manager
  • Service Level Manager
  • Business Continuity Manager
  • Service Portfolio Manager
  • Supplier Relationship Manager



Managing Across Lifecycle

The final step in attaining the ITIL Expert qualification, MALC is a compulsory module for either of the streams. This module consolidates the broad spectrum of service lifecycle modules under the ITIL intermediate stream.

  • Module 01: Manage the Entire Service Lifecycle
  • Module 02: Deliver Services Across the Lifecycle
  • Module 03: Manage Transitioning Services

Certification Details

  • Online Exam
  • Multiple-choice questions
  • 10 questions per paper
  • 35 marks required to pass (out of 50 available) – 70%
  • 120 minutes duration
  • Closed book

Question 1: How to become an ITIL Expert?

You will require to have earned 2 credits from ITIL Foundation certification, 17 credits from the intermediate certifications along with mandatory 5 credits from MALC Certification.




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Training Schedules

17th November 2018

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