ITIL® 2011, IT Service Management, and ITSM Certification Courses

GogoTraining is an ITIL® Authorized Training Organization (ATO). These ITIL® courses fulfill all requirements to sit for your exam. To learn more about the ITIL Certification scheme, download this brochure.

GogoTraining ITIL® Courses

• ITIL® 2007: Continual Service Improvement - APMG Accredited
• ITIL® 2007: Foundations - Accredited by APMG
• ITIL® 2007: Operational Support & Analysis - APMG Accredited
• ITIL® 2007: Planning, Protection & Optimization - APMG Accredited
• ITIL® 2007: Release, Control and Validation - APMG Accredited
• ITIL® 2007: Service Design - APMG Accredited
• ITIL® 2007: Service Offerings and Agreements - APMG Accredited
• ITIL® 2007: Service Operation - APMG Accredited
• ITIL® 2007: Service Transition - APMG Accredited
• ITIL® 2011: Continual Service Improvement – APMG Accredited
• ITIL® 2011: Foundations - APMG Accredited
• ITIL® 2011: Planning, Protection & Optimization - APMG Accredited
• ITIL® 2011: Release, Control and Validation - APMG Accredited
• ITIL® Overview for Managers and Non-Technical Staff Part 1
• ITIL® Overview for Managers and Non-Technical Staff Part 2

ITIL® 2011 Certification Training Options

Training for ITIL® Certification is available in multiple methods, including:

• Instructor-Led Onsite Training
• Instructor-Led Live Online Training
• Instructor-Led Video Training
• Instructor-Guided Video Training
• Have It Your Way

Learn more about the available training options.

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ITIL® 2011 Certification Training Levels

The ITIL® Qualification Scheme uses a system that enables an individual to gain credits for each exam they take. Once candidates have accumulated a sufficient number of credits they can be awarded the ITIL Expert in IT Service Management.

There are four levels of certification within the ITIL® scheme:

• ITIL® Foundation Certificate
• ITIL® Intermediate Certifications
• ITIL® Expert Certificate
• ITIL® Master Certificate

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Benefits of ITIL® Certification Training

ITIL® is the industry standard for practicing IT Service Management. It defines how IT service managers identify, plan, deliver and support IT services within a business. ITIL puts the focus of those in IT services on the needs of the enterprise. The goal is to guide organizations on best practices for utilizing information technology to manage change, transformation and growth.

At the core of ITIL reside five publications that map the entire ITIL service lifecycle, starting with understanding customer needs and the primary drivers of requirements through design and implementation and on to a monitoring and improvement stage.

Businesses need ITIL in order to reduce costs, improve IT services, improve customer satisfaction with IT services, improve productivity, leverage the skills and experience of staff and improve the delivery of third party service. Examples of companies that have adopted and benefited from ITIL include Microsoft, HP, IBM, Target, Wal-Mart, Staples, CitiBank of America, Barclay's Bank, Sony, Disney, Boeing and Toyota.

Individuals need ITIL in order to demonstrate value above and beyond the day-to-day contributions. Being trained and certified in ITIL is a point of value for many critical and common positions in IT departments of most organizations, including: IT Analyst, IT Test Environment Manager, IT Service Desk Engineer, IT Manager, IT Project Manager, IT Director or Department Head, IT Architect, IT Consultant, and IT Executive (CIO, CTO, etc.).

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About the ITIL® Foundation Certification

The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL. This entry level certification offers candidates a general awareness of the key elements of the ITIL® Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices.

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain knowledge and understanding in the following areas:

• Service Management as a practice
• Service Lifecycle
• Key Principles and Models
• Generic Concepts
• Selected Processes
• Selected Roles
• Selected Functions
• Technology and Architecture

Training Courses for ITIL® Foundation Certificate

GogoTraining offers the following training courses for those pursuing an ITIL® Foundation Certificate.

• For management and non-technical staff
  • ITIL® Overview for Managers and Non-Technical Staff Part 1
  • ITIL® Overview for Managers and Non-Technical Staff Part 2
• For technical staff
  • ITIL® Foundations

Successful completion of the ITIL® Foundation Certificate also fulfills the pre-requisite entry criteria for the next level of study within the ITIL® qualifications scheme, the ITIL® Intermediate Certifications.

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About the ITIL® Intermediate Certifications

Each Intermediate level module is a stand-alone certification and qualification. Professionals may choose to follow one of two defined streams (Lifecycle or Capability) or obtain those modules they find specifically relevant and useful.

Training Courses for ITIL® Intermediate Certification

Lifecycle Stream: A wide perspective on the management of ITIL® practice areas, cross-functional teams and different capability areas.

• Service Strategy (training course coming soon)
• ITIL® Service Design training course
• ITIL® Service Transition training course
• ITIL® Service Operation training course
• ITIL® Continual Service Improvement training course

Capability Stream: A tight, highly focused concentration on daily performance of ITIL® practices.

• ITIL® Operational Support & Analysis training course
• ITIL® Service Offerings and Agreements training course
• ITIL® Release, Control and Validation training course
• ITIL® Planning, Protection and Optimization training course

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About the ITIL® Expert Certification

To obtain the ITIL® Expert certification, one must complete 22 credits of ITIL® qualification comprised of the following:

• ITIL® Foundation Certificate - 2 credits (see above)
• ITIL® Intermediate Level – 15 credits (see above)
• • Lifecycle Stream – 5 modules (3 credits each)
  • Capability Stream – 4 modules (4 credits each)
  • Combination of modules from both streams to achieve 15 credits (confirm course selection first by visiting the official ITIL® website).
• ITIL® Managing Across the Lifecycle Certification (MALC) – 5 credits

ITIL® Managing Across the Lifecycle Certification

The ITIL® Managing Across the Lifecycle (MALC) certification is the remaining capstone qualification necessary to pursue the ITIL® Expert certification. GogoTraining expects to offer a MALC training course in the near future. Onne may visit the official ITIL website for more information on the MALC module.

Completing the ITIL® Expert Certification

Once you are satisfied that you can demonstrate that you have 22 credits then complete the steps necessary for taking the ITIL® certification exams.

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ITIL® Master Level Certification

This level of the qualification will assess an individual's ability to apply and analyze the ITIL® concepts in new areas. This higher level qualification is currently under development. Visit the official ITIL® website for the latest developments and information on the ITIL® Master Level certification.

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Industry-Expert ITIL® Instructors

GogoTraining is proud to provide these training courses taught by leading industry experts on ITIL® and ITSM.

Helen Morris. Helen is an experienced consultant, trainer and service delivery manager over the last 18 years.. During a career spanning over 25 years, Helen has been involved in the design and presentation of Service Improvement programs and Service Management models to achieve significant improvements in customer satisfaction, quality of service, reduced costs and improved governance. She has been a program leader for regulatory affairs covering ISO/IEC 20000 / ISO 9001, and COBIT implementation. Learn more about Helen Morris.

Neal L. Rowland, PMP, ITIL, M.Ed. is a professional trainer and instructional designer. Neal breaks down topics and makes them comprehensible, dynamic, and relevant. Undergraduate degree from Wayne State University in Detroit, Michigan. Master degree from Michigan State University in East Lansing, MI. And started the Doctorate program at Seattle Pacific University in Seattle, Washington. Neal is certified in Project Management (PMP), IT Service Management, and Dispute Resolution. Neal also contributed to the 4th edition PMBOK published by the Project Management Institute. Learn more about Neal Rowland.

Sue Southern. Sue is a consultant and trainer focused on business improvement and service excellence. Her key skills include service management training, ITIL versions 2 & 3 process implementations and enhancements, performance measurement with Balanced Scorecards for managing business performance and transformation, Customer perception measurement and management, the creation of courseware for ITIL, Performance Management and Perception Management, effective interpersonal skills that afford rapid creation of relationships, and experienced seminar and conference speaker. Having earned an excellent reputation over more than 25 years, Sue is sought-after for her ability to meet objectives and her delivery to high standards. Learn more about Sue Southern.

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Taking ITIL® Exams

You may take your ITIL exam through APMG. Details on each option are noted below:

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: examinations@apmg-us.com. The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price and then authorize you to take the exam.

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Your ITIL® Transcript

Your course transcript can be found on your profile page. Your transcript keeps track of each module you have taken and the percentage completed. You may email it to any organization using the “Email this Transcript” link found on the transcript page.