Accredited ITIL® Training
Course Descriptions
ITIL® V2 Foundation
The ITIL® Foundation Course introduces participants to the principles and core elements of the process-oriented approach to IT Service Management according to the ITIL® framework of best practices.
ITIL® V2 revolves around two main books, Service Support and Service Delivery. Taking a Foundation course is like getting the Cliffs Notes™ of these volumes in a presentation format. An optional 40-question exam is offered, of which students must get 26 correct to pass.
There are no prerequisites, except for experience in the IT environment.
- Duration Option 1: ITIL® V2 Foundation 2-day Course
This is a two-day (14 hours total) course which prepares participants for the optional EXIN ITIL® Foundation exam. The 10 ITIL® processes and one function are described at an accelerated pace, as well as their goals, objectives and interdependencies. Download the .pdf for the two-day course here. - Duration Option 2: ITIL® V2 Foundation 3-day Course
This is a three-day (20 hours total) course which prepares participants for the optional EXIN ITIL® Foundation exam. The 10 ITIL® processes and one function are described, as well as their goals, objectives, benefits, roadblocks and interdependencies. Course material is taught in more depth, with opportunity for applying ITIL® concepts to the organization’s current IT challenges. The three-day course provides guided classroom exercises where students apply their knowledge and maximize retention.
ITIL® V2 Foundation, Intensive One Day Exam Prep Boot Camp
Choosing to study ITIL on your own saves money, but doesn't allow students to ask questions or gauge their comprehension or retention. Scheduling a review session and "exam cram" with a Knapp I.T. consultant is a great way to set yourself up for success. Our Exam Prep Boot Camp is a one-day, seven-hour intensive course that will prepare participants for the EXIN ITIL® Foundation exam. Students get an ITSMF V2 Pocket Guide and two sample exams to work from during class; there is no course binder, though a Foundations Binder can be ordered separately, along with additional sample exams. This course focuses solely on positioning students to pass the exam. Prerequisites are proof of self-study and/or proof of completion of an online course.
ITIL® V3 Foundation
The ITIL® V3 Foundation Course introduces participants to the phases and supporting processes and functions of the service-lifecycle approach to IT Service Management according to the ITIL® V3 framework of best practices. There are no prerequisites, except experience in the IT environment.
ITIL® V3 is centered around five books, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Taking an ITIL® V3 Foundation course is like getting the Readers Digest™ of these volumes in a presentation format. An optional 40-question exam is offered, of which students must get 26 correct to pass.
- Duration Option 1: ITIL® V3 Foundation 3-day Course, with customized delivery
Because there is more material within the ITIL® V3 books, this course can only be delivered in three-days (20 hours total). The 5 books which illustrate the ITIL® V3 Service Lifecycle, and their constituent processes and functions are summarized, as well as their goals, objectives, benefits, roadblocks and interdependencies. Course material is presented at a pace which allows elaboration and examples, with some opportunity for applying ITIL® concepts to the organization’s current IT challenges. This course prepares participants for the optional EXIN ITIL® V3 Foundation exam.
ITIL® V2 — V3 Foundation Bridge Course
The ITIL® V2—V3 Foundation Bridge Course permits students who have earned their ITIL® V2 Foundation Certification to “upgrade” their vocabulary and understanding to the service lifecycle approach presented in ITIL® V3. An optional 20-question exam is offered of which students must get 13 correct to pass.
- Duration Option 1: ITIL® V2 — V3 One-day Foundation Bridge Course
This course is a fast-paced presentation which provides only the highlights of ITIL® V3. Students must provide their ITIL® V2 certificate on the day of the class to be permitted to take the course. - Duration Option 2: ITIL® V2 — V3 Two-day Foundation Bridge Course
This course is a moderately-paced presentation (12 hours total) which provides more depth to the differences between ITIL® V2 and V3. Students must provide their ITIL® V2 certificate on the day of the class to be permitted to take the course.
ITIL® V2 Practitioner, Support and Restore (IPSR)
This five-day intensive course based on ITIL® V2 concepts focuses solely on The Service Desk, Incident Management and Problem Management. Students are led through a series of exercises, presentations and assessments which prove a student’s ability to serve in a leadership role for these processes. As a prerequisite, students are required to have earned their ITIL® V2 or V3 Foundation Certificate. Additionally, students must read, prior to class, the official ITIL® Service Support and Service Delivery books from the OGC. Students must bring proof of foundation certification as well as these books to class. An optional 40-question exam is offered, of which students must get 26 correct to pass.
This course is presented in partnership with Quint Wellington Redwood USA, though the course will be delivered by Knapp I.T.
ITIL® V2 Practitioner, Release and Control (IPRC)
This five-day intensive course based on ITIL® V2 concepts focuses solely on Configuration Management, Change Management and Release Management. Students are led through a series of exercises, presentations and assessments which prove a student’s ability to serve in a leadership role for these processes. As a prerequisite, students are required to have earned their ITIL® V2 or V3 Foundation Certificate. Additionally, students must read, prior to class, the official ITIL® Service Support and Service Delivery books from the OGC. Students should bring proof of foundation certification as well as these books to class. An optional 40-question exam is offered, of which students must get 26 correct to pass.
This course is presented in partnership with Quint Wellington Redwood USA, though the course will be delivered by Knapp I.T.
Executive ITIL® Overview
The Executive Overview's target audience includes IT Executives, Senior IT Managers, key stakeholders from the business, or sales executives who need a broad ITIL overview but do not have time to devote to longer training sessions.
Highlights include a general introduction to ITIL® and its core processes, and how an ITIL-based approach to IT Service Management contributes to meeting IT and business objectives. ITIL® processes and interrelations, key terms, the benefits and challenges of implementing ITIL are discussed.
The Executive Overview also provides information and answers to questions executives have about ITIL®, such as business value, justification, considerations for selecting an IT service management tool, differences between ITIL® V2 and ITIL® V3, and implementation sequence. A 30-45 minute Q & A session is included within this presentation.
Sessions can be offered on half-day or full-day classes, at either your location or offsite.
Is ITIL® V2 or V3 right for me?
You've probably heard by now that a ITIL Version 3 ("V3"), the newly-updated version of ITIL, was released in May, 2007. In fact, Knapp I.T. president Jill Knapp delivered the first accredited ITIL V3 course with exam in North America.
ITIL V3 adds new processes and functions to ITIL Version 2 ("V2"), and additionally presents the information in a five-step Service Lifecycle approach.
In July 2007, Jill Knapp wrote an article about what's new in ITIL V3, which you can read here.
ITIL® Version 2 ("V2") is primarily geared towards the description and control of processes, which is currently a major requirement in the majority of IT organizations. V2 was released in 2000, and still remains very relevant today. Smaller organizations may feel more comfortable adapting this set of best practices.
Version 3 ("V3") focuses on the results (services) that can be achieved when the processes are fully-implemented and in "rote" use. Only a handful of organizations have reached this level of maturity. Larger, more mature organizations find value in V3.
From an audience perspective, students with a hands-on responsibility for maintaining the IT environment (Service Desk, deskside support engineers, server/network admins), as well as three levels of management above these groups, are best suited for ITIL® V2 training. ITIL® Version 2 is more of an operational framework, where Version 3 is more of a tactical and strategic approach.
Organizations may choose to take a hybrid approach, training hands-on, operational individuals in V2, and the strategic decisionmakers in V3. The two versions are compatible, since all of the processes and single function of ITIL V2 are contained in V3.
Knapp I.T. is currently developing a Best of Both Worlds course, which explains the lifecycle approach of Version 3, but offers detailed explanations of the operational processes of Version 2. This course will be offered with or without an examination. Estimated delivery of this course is April 2008.
The accreditation organizations of EXIN and ISEB assure us that ITIL® V2 courseware and examinations will be available at least until December 31, 2008.
Please note that certifications never expire, and there is no “official” reason to upgrade from a V2 to a V3 certification. If you've earned your V2 certification, it will always be valid.