ITIL® Foundation, Intermediate and Expert (MALC) Levels (All 12 Modules)

ITIL Modules are delivered across 2 days with the certification exam on the second day.

Also available through the blended delivery model.

Become ITIL® Registered Professional on AXELOS Successful Candidate Register

CONTACT US - 9742900630, 9538166633 or 9538388877

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Use the ITIL Intermediate Navigator to select the appropriate module based on your role - AXELOS ITIL Navigator

ITIL Foundation & Intermediate:-

Contact us for schedule.



Venue:- Will be confirmed shortly


Training Delivery type:-

Full fledged class room, Online Instructor-led.


Trainer:- Fully Accredited by official EIs and other independent global institutions. Where required, we will ensure more than one trainer.


Price:- See the Home page. Contact us for details. Highest quality at lowest industry price. Value delivered. 



A few years ago my Grand Father asked me if there are televisions in the market that are reliable enough to run longer without any issues at the least for a year. Today that question has been dissolved. Similarly, when we turn-on a car’s ignition, we expect the car’s engine to start rolling, ready for drive. You spend months writing system code and then rely on a 3rd party tool to compile and prepare the executable for you. In 1990's if someone were to ask, 'why do you need a mobile phone', the only answer back then - to 'make and receive calls'. If you were to ask the same question today, it could pretty well take couple of A4 size sheets to write down the complete answer. Not so many years ago these very basic things were not as reliable as they are today. What has changed? One powerful word, Technology! We all know almost impulsively that the advances in technology have made them significantly dependable enough to be considered an ABSOLUTE utility. Humans cannot live without technology (IT).

 

However, just having the best possible technology will not ensure IT provides utility-like reliability to the recipients of those services. Professional, responsive, value-driven service management with empowered people, supporting processes, reliable partners and fit-for-purpose and use products is what brings this quality of service to the business. It is all about how they are managed. This is IT service management! ITIL is the most widely accepted approach to IT service management in the world which helps deliver value to the customers of IT service providers. It brings the best of all worlds together into one cohesive common sense guidance.

 

Author of the course-ware, Training material and Lead Trainer

A2A IMTCS PVT LTD

Course deliverables and ITIL implementation tools - 

  • Official accredited student e-course material - Foundation & Intermediate
  • ITIL Foundation e-training manual (prepared by IMTCS)
  • ITIL Intermediate e-training manual (prepared by IMTCS)
  • ITIL Foundation material Hard Copy (Hard bound - lasts a lifetime)
    ITIL Intermediate material Hard Copy (Hard bound - lasts a lifetime)
  • ITIL processes summary (prepared by IMTCS)
  • ITIL process goals and objectives summary (prepared by IMTCS)
  • ITIL mind maps (.mm files) (prepared by IMTCS)
  • Sample ITIL Foundation sample papers (prepared by IMTCS)
  • 2 official sample foundation papers
  • 2 official sample intermediate papers
  • 2 Mock exams (Online simulation & Paper based) - to simulate the actual live exam experience
  • e-Participation Certificate (1 for Foundation and 1 each for every intermediate module)
  • Sample ITIL implementation walk through
  • ITIL Foundation Exam
  • ITIL Intermediate Exam
  • Brief Introduction on how ITIL can be used (and its interactions) with popular frameworks such as COBIT5, PRINCE2, MSP, PMBoK, MoP, CMMI for services, SDLC etc - The big picture view-point.
  • Assignments shall be given between Foundation and Intermediate trainings so as to be better prepared for the tougher Intermediate exam


Note - Candidates who have already passed ITIL V3 / 2011 Foundation can directly enroll for the Intermediate levels by producing the evidence of the Foundation certificate (or candidate / student registration number) issued by the relevant AXELOS accredited Examination Institute(s).


More about ITIL - Click here

ITIL Qualifications


The ITIL framework is based on the five stages of the service lifecycle, with a core publication providing best-practice guidance for each stage. This guidance includes key principles, required processes and activities, organization and roles, technology, associated challenges, critical success factors and risks. The service lifecycle  uses a hub-and-spoke design, with service strategy at the hub, and service design, transition and operation as the revolving lifecycle stages or ‘spokes’. Continual service improvement surrounds and supports all stages of the service lifecycle. Each stage of the lifecycle exerts influence on the others and relies on them for inputs and feedback. In this way, a constant set of checks and balances throughout the service lifecycle ensures that as business demand changes with business need, the services can adapt and respond effectively. In addition to the core publications, there is also a complementary set of ITIL publications providing guidance specific to industry sectors, organization types, operating models and technology architectures.

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ITIL Official Qualifications Scheme

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ITIL Official Complimentary Qualifications

AXELOS has withdrawn on 31st March 2015.

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ITIL Foundation Qualification


The Foundation Level is the entry level qualification which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices. This qualification is primarily aimed towards those who require a basic understanding of the ITIL framework and those who need understanding of how ITIL can be used to enhance the quality of IT service management within an organization.

 

IT professionals or others working within an organization that has adopted and adapted ITIL who need to be informed about, or contribute to an ongoing service improvement programme. The ITIL qualification is open to any individuals who may have an interest in the subject. The ITIL Foundation qualification is not intended to enable the holders of the qualification to apply the ITIL practices for Service Management without further guidance.

 

Foundation Examination


The exam format is as follows:

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes duration
  • Closed book.

Want to try a few foundation sample papers?

Contact us for free sample papers (upto 8 papers i.e. 320 questions bank) prepared by our Lead Trainer. Contact us - 9742900630, 9538166633 or 9538388877.

ITIL® Intermediate Level

 

ITIL Intermediate level has a modular structure with each module holding a different focus. Candidates can take as few or as many Intermediate qualifications as they require, and to suit their needs. The Intermediate modules go into more detail than the Foundation level, and are an industry-recognized qualification.


The exam format is as follows:

  1. The exam contains complex scenarios upon which the 8 examination questions will be based. 
  2. All questions are contained within the Question Booklet and each question will clearly state the scenario to which the question relates. 
  3. In order to answer each of the 8 questions, you will need to read the related scenario carefully.
  4. On the basis of the information provided in the scenario, you will be required to select which of the four answer options provided (A, B, C or D) you believe to be the optimum answer. 
  5. You may choose ONE answer only, and the Gradient Scoring system works as follows:
  6. Closed book
  7. 90 minutes duration

• If you select the CORRECT answer, you will be awarded 5 marks for the question
• If you select the SECOND BEST answer, you will be awarded 3 marks for the question
• If you select the THIRD BEST answer, you will be awarded 1 mark for the question
• If you select the DISTRACTER (the incorrect answer), you will receive no marks for the question

In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of 40 marks (70%).

What intermediate module(s) to choose given one’s role?


If you are seeking and/or are a management/team leader role in your company that requires a broad management focus of ITIL practice areas and work across teams or manage multiple capability areas, the Service Lifecycle modules will be of interest to you:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

If you are looking to gain intense, specialized, process-level knowledge in one or more process, with focus on the day-to-day execution of ITIL practices, the Service Capability modules will be of interest to you:

  • Operational Support and Analysis
  • Planning, Protection and Optimization
  • Release, Control and Validation
  • Service Offerings and Agreements

Some individuals may wish to concentrate on one stream of modules, however candidates may also choose to select modules from both Service Lifecycle and Service Capability streams to gain a holistic view of an entire stage from both a high level management level and the detailed, technical perspective. To be eligible for any of the Intermediate exams candidates need to complete mandatory accredited training.

ITIL Expert level qualification

The ITIL Expert level qualification is aimed at those who are interested in demonstrating knowledge of the ITIL Scheme in its entirety. The certificate is awarded to candidates who have achieved a range of ITIL qualifications and have achieved a well rounded, superior knowledge and skills base in ITIL Best Practices. This qualification will benefit you in both your personal and professional development, by aiding career advancement and progress within the IT Service Management field. You also need to achieve the ITIL Expert level if you want to progress to the ITIL Master Level, which is the highest and final qualification within the ITIL scheme. The MALC module sits between the Intermediate and Expert levels and is the final required qualification gaining Expert status. It is intended to help you apply and integrate your knowledge of ITIL in real-world settings and in your own workplace.

The exam format is as follow:

  • The exam contains the case study upon which at least 8 of the 10 examination questions will be based. 
  • Within each question paper either 8, 9, or 10 questions will be based upon the case study.
  • Within the Question Booklet, any questions which state 'Please refer to the case study' are based upon this case study. 
  • You are strongly advised to refer to the case study when answering these questions. 
  • Failure to do so may result in experienced candidates selecting incorrect answers.
  • Questions which state 'This question does NOT use the case study' do not use the case study, and may be answered without reference to it.
  • The case study describes an organizational situation and necessarily only provides a limited amount of information. Where information is not provided (for example the case study may give no information about a particular ITIL role or process), it should not be assumed that the role or process or other aspect is absent in the organization. Nor should it be assumed that it is present in the organization.
  • When such information is important for any examination question, then it will be clearly specified in the question-specific scenario on the question paper. 
  • No assumptions should be made based on the
  • absence of information in the case study.
  • Gradient Style, Complex Multiple Choice
  • 120 minute paper
  • 10 questions, Closed Book
  • All 10 questions should be attempted.
  • All answers are to be marked on the answer grid provided.
  • You have 120 minutes to complete this paper.
  • You must achieve 35 or more out of a possible 50 marks (70%) to pass this examination.
  • Closed Book

ITIL® Master Qualification

The ITIL Master qualification validates your ability to apply the principles, methods and techniques from ITIL in the workplace. To achieve the ITIL Master Qualification, you must be able to explain and justify how you have personally selected and applied a range of knowledge, principles, methods and techniques from ITIL and supporting management techniques, to achieve desired business outcomes in one or more practical assignments. Every ITIL Master candidate will select a different, personal range of experiences, so there is no fixed syllabus for this qualification. There is also no prescribed training course since the theory being tested will vary depending on the nature of the situation each candidate will choose.

To be eligible for the ITIL Master Qualification, you must:

  1. have reached the ITIL Expert level; and
  2. have worked in IT service management for at least five years in leadership, managerial, or higher management advisory levels.

In order to successfully qualify for the ITIL Expert level, you must ensure you have extensive practical 'hands-on' ITIL experience and can demonstrate active involvement in implementation of the practices.

ITIL® History and Evolution


During the 1980s, as the practice of service management grew, so too did the dependency of the business. Meeting the business need called for a more radical refocus for an IT service approach and the ‘IT help desk’ emerged to deal with the frequency of issues suffered by those trying to use IT services in delivery of their business. At the same time, the UK government, fuelled by a need for finding efficiencies, set out to document how the best and most successful organizations approached service management. By the late 1980s and early 1990s, they had produced a series of books documenting an approach to the IT service management needed to support business users. This library of practice was entitled the IT Infrastructure Library – ITIL to its friends. The original Library grew to over 40 books, and started a chain reaction of interest in the UK IT service community. The term ‘IT service management’ had not been coined at this point, but became a common term around the mid 1990s as the popularity of ITIL grew. In 1991, a user forum, the IT Information Management Forum (ITIMF), was created to bring ITIL users together to exchange ideas and learn from each other, and would eventually change its name to the IT Service Management Forum (itSMF). Today, the itSMF has members worldwide as ITIL’s popularity continues to grow.

A formal standard for ITSM, The British Standard 15000, largely based on ITIL practices, was established and followed by various national standards in numerous countries. Since then the ISO 20000:2005 Standard was introduced and gained rapid recognition globally. ITIL’s next revision began in the mid 1990s, until 2004. Version 2 of ITIL, as it is commonly referred to, was a more targeted product – with nine books – explicitly bridging the gap between technology and business, and with guidance focused strongly on the processes required to deliver effective services to the business customer.

 

In 2004, the OGC began the second major refresh initiative of ITIL, in recognition of the massive advancements in technology and emerging challenges for IT service providers. New technology architectures, virtualization and outsourcing became a mainstay of IT and the process based approach of ITIL needed to be revamped to address service management challenges. After more than twenty years ITIL remains the most recognized framework for ITSM in the world. While it has evolved and changed its breadth and depth, it preserves the fundamental concepts of leading practice.

In 2007, the second major refresh of ITIL was published in response to significant advancements in technology and emerging challenges for IT service providers. New models and architectures such as outsourcing, shared services, utility computing, cloud computing, virtualization, web services and mobile commerce have become widespread within IT. The process-based approach of ITIL was augmented with the service lifecycle to address these additional service management challenges. In 2011, as part of its commitment to continual improvement, the Cabinet Office published this update to improve consistency across the core publications.


The ITIL framework is now based on the five stages of the service lifecycle, with a core publication providing best-practice guidance for each stage. This guidance includes key principles, required processes and activities, organization and roles, technology, associated challenges, critical success factors and risks. The service lifecycle uses a hub-and-spoke design, with service strategy at the hub, and service design, transition and operation as the revolving lifecycle stages or ‘spokes’. Continual service improvement surrounds and supports all stages of the service lifecycle. Each stage of the lifecycle exerts influence on the others and relies on them for inputs and feedback. In this way, a constant set of checks and balances throughout the service lifecycle ensures that as business demand changes with business need, the services can adapt and respond effectively. In addition to the core publications, there is also a complementary set of ITIL publications providing guidance specific to industry sectors, organization types, operating models and technology architectures.

From the 1st of January 2014, the ownership of ITIL along with the rest of the BMP (Best Management Practice Guidance) portfolio has been transferred to the AXELOS Limited (joint venture between The Cabinet Office and the Capita Group). AXELOS offers these products through 9 accredited Examination Institutes which in turn accredit Training Organizations (ATOS) and Trainers. An Examination Institute (EI) is an organization accredited by AXELOS and permitted to operate an examination scheme through a network of Accredited Training Organizations, and Accredited Trainers with Accredited materials.

 

The AXELOS Examination Institutes for ITIL (starting Jan 2014) are: