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.
Choose the ITIL track that’s right for you or even better, 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 Life Cycle
  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 Life Cycle
  3. ITIL Concepts and Definitions
  4. Understand Roles, Processes and Functions


Service Strategy

This Intermediate module from ITIL Service Lifecycle enables you to design, develop and implement service strategies that are aligned to organizational objectives and customer needs.

  • Module 01: Service Portfolio Management
  • Module 02: Business Relationship Management
  • Module 03: Demand Management
  • Module 04: Financial Management

  • Business Relationship Manager
  • Service Delivery Manager
  • Financial Manager
  • IT Steering Group
  • Service Portfolio Manager
  • Service Strategy Manager



Service Delivery

This Intermediate Module from the ITIL service Lifecycle is an absolute blueprint for service management. It builds processes for developing new services and also designing changes to improve existing services.

  • Module 01: Design Coordination
  • Module 02: Service Catalogue Management
  • Module 03: Service Level Management
  • Module 04: Capacity Management
  • Module 05: Availability Management
  • Module 06: IT Service Continuity Management
  • Module 07: Information Security Management
  • Module 08: Supplier Management

  • Managers
  • IT Managers
  • Team Leaders
  • IT Consultants
  • IT Audit Managers
  • IT Security Mangers



Service Transition

This Intermediate module from the ITIL Service Lifecycle covers the guidelines for developing techniques in handling transitioning of new or changed services.

  • Module 01:Transition Planning and Support
  • Module 02:Change Management
  • Module 03:Service Asset and Configuration Management (SACM)
  • Module 04:Release and Deployment Management
  • Module 05:Service Validation and Testing
  • Module 06:Knowledge Management

  • Business Relationship Manager
  • Service Delivery Manager
  • Financial Manager
  • Change Manager
  • Incident Manager
  • Service Portfolio Manager
  • Service Strategy Manager



Service Operation

This Intermediate Module from the ITIL Service Lifecycle provides detailed guidelines for maintaining efficiency and stability in service operation while allowing changes in design, scale and scope of services.
  • Module 01: Event Management
  • Module 02: Incident Management
  • Module 03: Request Fulfilment
  • Module 04: Access Management
  • Module 05: Problem Management

  • Business Manager
  • Service Delivery Manager
  • Service Desk
  • Incident Manager
  • Problem Manager
  • Operations Manager
  • IT Manager



Continuous Service Improvement

This Intermediate Module from the ITIL Service Lifecycle provides guidance for achieving significant improvements in the quality of services. CSI provides a strategic review of products and services created through other ITIL Lifecycle modules like strategy, delivery and transition.

  • Module 01: Deming’s PDCA Cycle
  • Module 02: CSI Approach
  • Module 03: Enterprise Governance
  • Module 04: Classification of Metrics in CSI
  • Module 05: Performance Baselines
  • Module 06: CSI Register

  • IT Manager
  • CIO
  • CTO
  • Service Test Managers
  • IT Consultants
  • Service Desk Managers
  • It Security Managers



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 life cycle
  • 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

22nd September 2018

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