The following questions provide more information on ITIL, Version 3 and training queries

1. General
2. ITIL
3. ITIL Version 3
4. Training

1. GENERAL

1.1 How do I book a course?

Courses can be booked directly on-line or by contacting us on 0870 787 3622 to confirm your requirements. We’re also happy to meet you to discuss your training needs and carry out a Training Needs Analysis if necessary.

All bookings will be confirmed by email within 24 hours.

1.2 Are discounts available?

Discounts are available for courses booked more than 3 months in advance and for multiple delegate bookings. See our Special Offers for more details.

Please contact us on 0870 787 3622 to discuss.

1.3 Where are your training venues?

We use superior Training Venues located in Manchester, Birmingham and London. Other locations can be arranged to meet demand. Details of the location will be confirmed with the Delegate Joining Instructions.

1.4 How do I pay for my course?

Payment can be made online with a credit or debit card or by phone to 0870 787 3622. Purchase Orders can also be accepted and payment is required prior to course attendance.

2. ITIL

2.1 What is ITIL?

ITIL is the IT Infrastructure Library and was formulated in the late 1980s by the OGC (Office of Government Commerce), a department of the UK Government.

At its heart, ITIL is a framework of best practice processes designed to improve the development and delivery of IT services. It has developed though its adoption by many organisations that have taken the framework and adapted it to suit their circumstances.

Version 2 consists of 8 books mainly covering the management of the operational environment. Version 3, released in 2007, takes a broader approach and aligns the technology with the business. It moves from the collection of processes under Version 2 to a Service Management Lifecycle covering the IT domain from strategy through to continual improvement.

As a result, it recognises the importance of designing services from the outset leading to a more service focussed environment.

2.2 What ITIL is not

ITIL is not a methodology, a prescriptive approach or a panacea to cure all ills. Successful implementations of the framework recognise the importance of addressing broader issues such as culture and management approach rather than merely focussing on process.

ITIL is not prescriptive. It describes what needs to be done but rarely describes how it should be done as that will vary from company to company.

2.3 Why use ITIL?

ITIL provides a systematic and professional approach to the delivery of IT services. Comprehensive implementations lead to a reduction in costs, improved IT services, a more service focussed culture, and stronger relationships with the business. It's also recognised as a best practice approach.

2.4 Will ITIL solve all my problems?

No. ITIL should not be seen as a panacea. It is merely a framework that provides direction and guidance on the development and delivery of effective services. Success is achieved through careful planning, training and management of the cultural issues that can arise. It needs full commitment from Senior Management and recognition that success will not be achieved overnight.

2.5 Do I have to implement all of ITIL?

The answer to this question depends on your IT organisation and what you wish to achieve. Some organisations take a selective approach and only implement key processes such as Incident and Change Management. Others recognise the benefits of a consistent and unified approach and implement all the ITIL processes and functions on a phased basis. 

2.6 Do I need ITIL Consultancy?

Consultancy can save you a lot of time and money as the consultants will have worked in similar organisations and seen similar situations. They have the knowledge and expertise to guide and direct ITIL implementations and ensure that success is achieved quickly and cost effectively.

Our Instructors are also practising consultants able to bring the training alive based on their experiences and also ensure the consultancy assignments are as successful as possible through their in-depth knowledge and expertise. Contact us on 0870 787 3622 for further details.

Many of our assignments involve the consultants advising and guiding rather than doing. This ensures the success is down to the organisation rather than the consultant.

2.7 What is the ITIL 'Red Badge'

3. ITIL VERSION 3

3.1 What are the differences between Version 2 and Version 3?

Whilst Version 2 is a collection of operational processes, Version 3 takes a much broader and enhanced approach by looking at how IT can be better aligned with the business. It introduces the Service Management Lifecycle and considers services from a strategic perspective through the design, delivery and maintenance of them. As such, it achieves a better, more focussed relationship wth the business.

The principles remain the same as it still includes the Version 2 processes and it should be seen as an enhancement rather than a new direction.

3.2 What do you mean by the Service Lifecycle?

In many organisations, projects deliver the business requirements but frequently ignore the production requirements resulting in problems when they go live and frustation in the business. The Service Lifecycle addresses this by ensuring the service elements are an integral part of IS because, ultimately, all IS does is develop and deliver either technical or business services.

With the lifecycle, service is considered from IS Strategy onwards. It covers designing services from the outset of a project, how the service is transitioned to live, how it's managed in the live environment and how the quality of service is maintained.

3.3 We’re implementing ITIL Version 2 – should we stop and cutover to Version 3?

No, we would recommend continuing with Version 2 but take the opportunity to have a look at Version 3 and determine if there are aspects that you can include such as, for example, introducing a more in-depth focus on Strategy.

4. TRAINING

4.1 How can I find out more about ITIL?

We run a very popular 1 day awareness course ideal for Executives and Senior Management. We're also happy to visit and provide short 1 hour sessions on Version 3

4.2 Why should I train my staff?

ITIL training provides many benefits including the sharing of best practice, the introduction of common terminology and a consistency of approach. It provides a benchmark to measure your knowledge against and practical suggestions on how to improve your environment. Training your staff is one of the easiest ways to implement ITIL as the training can illustrate the benefits and highlight common concerns.

We also find that staff appreciate formal qualifications as it is a recognition of their value to the company especially as it also enhances their career prospects and stretches their knowledge and expertise.

4.3 Should I choose Version 2 or Version 3 training?

This really depends on your circumstances. For organisations wishing to achieve immediate practical benefits then Version 2 should be considered. Version 3 suits organisations looking for a more comprehensive way of managing, developing and delivering IT.

Many companies are exploring Version 3 and considering it as an upgrade path from Version 2.

4.4 Are my Version 2 qualifications redundant now that Version 3 is here?

No. Version 2 qualifications remain valid but we recommend attending the Version 3 Bridge courses to bring your knowledge up to date and in line with current thinking.

If you are interested in gaining the new ITIL Expert then you will also need to attend the Bridge courses to gain sufficient credits under the new scheme.

4.5 I’ve passed the Version 3 Foundation; can I now attend the Version 2 Managers?

No, the pre-requisite for the Managers course is the Version 2 Foundation as the two Foundation courses are different in both style and content.

4.6 What is ISEB?

The Information Systems Examination Board is a Division of the British Computer Society and is responsible for administering and awarding IT Qualifications such as those found with ITIL.

4.7 What are the new Version 3 Credits?

Credits have been introduced as a means of gaining points by attending and passing the Version 2 or Version 3 courses. Sufficient points will result in the awarding of the new ITIL Expert qualification.

4.8 Why should I choose VITIL?
 
We offer dedicated ITIL Service Management training that gets people enthused and has a real impact on the quality of your IT services. We offer:

- Training across the UK, on your business site, specific to your needs
- Overview briefing sessions for Senior Executives
- Bespoke Training coupled with the lecturers expertise
- Excellent success rate
- Fully accredited ISEB Instructors
- Full range of Service Management courses including ISO20000

4.9 Can on-site courses be organised?

Yes, we are more than happy to come to your offices and deliver tailored training. Please contact us on 0870 787 3622 to discuss your requirements.

5.0 Can you provide bespoke training?

Yes we can and more and more companies are approaching us to develop and deliver training to meet a specific requirement.
Contact us to discuss.