ITILITIL is the single comprehensive documentation of best practices for IT Service Management. These practices are especially helpful for demonstrating compliance and measuring improvement within your organization.

While you can self study for the ITIL Foundation Certificate in IT Service Management exam, all higher-level exams require the completion of mandatory accredited training before being able to take the exam. The reason being that higher-level courses focus on the application and analysis of more basic ITIL principles and knowledge.

Thanks to our partnerships, we can offer many of our ITIL courses online (and at a heavy discount), eliminating student costs for travel and lodging. Click on the list of specific courses below for more information on course details and costs.

Credits Earned:

  •  2 ITIL Expert Credits
  • 18 PDU Credits


Module 1: Key Concepts of Service Management

  • Service
  • Utility
  • Warranty
  • Customer
  • User
  • Service management
  • Sponsor

Module 2: Key Concepts of Value Creation

  • Cost
  • Value
  • Organization
  • Outcome
  • Output
  • Risk
  • Utility and Warranty

Module 3: Key Concepts of Service Relationships

  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption

Module 4: Seven Guiding Principles

  • Focus on Value
  • Start Where You Are
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Think and Work Holistically
  • Keep it Simple and Practical
  • Optimize and Automate

Module 5: Four Dimensions of Service Management

  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes

Module 6: Components of the ITIL Service Value System

  • Plan
  • Improve
  • Engage
  • Design & Transition
  • Obtain/Build
  • Deliver and Support

Module 7: ITIL Practices

  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

Module 8: How Key ITIL Practices Fit within the Service Value Chain

  • Continual Improvement
  • Change Control
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Service Level Management

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