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Welcome to The Art of Service Online Learning Portal, delivering the finest ITSM framework based education on the web. Within this space you can find a range of online education programs designed to support your learning of a range of IT Service Management frameworks and standards. Full online courses include ITIL Foundation, ISO 20 000 and SQM, with additional preparation courses for ITIL Practitioner and ITIL Managers exams.
If you have any sales-related questions regarding any of our elearning programs, please use this contact form for the quickest response.
This is an unrestricted page allowing users to preview the eLearn Program content available throughout the site. To view this content you can either login as a Guest or create a new User Account. The ITIL Foundation Service Management Practices Program is an online course leading to an optional examination for the EXIN Foundation Certificate in IT Service Management. The course is aimed at enabling participants to understand the basic terms, concepts and relationships between the ITIL processes. The Foundation Certificate is the entry level course within the IT Service Management certification scheme. It aims to: - Provide insight into the best practices for IT Service Management (ITSM).
- Explain & discuss ITIL framework, the theory and the concepts.
- Focus on the terminology and relationships between the ITIL processes.
- Prepare participants for the exam.
The ITIL Practitioner: Support & Resore Elearning Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Support & Restore processes in an IT Service Organization which has implemented, or started to implement, IT Service Management. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, monitoring, reporting and optimizing, related to the processes of: - Service Desk (Function)
- Incident Management
- Problem Management
BOOK YOUR COURSE HERE **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate and have access to the OGC Service Support book in order to participate in any of the ITIL Practitioner Programs. The ITIL Practitioner: "Plan & Improve" Elearning Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Plan and Improve processes in an IT Service Organization which has implemented, or started to implement, IT Service Management processes. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, monitoring, reporting and optimizing, related to the processes of:
BOOK YOUR COURSE HERE **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate and have access to the OGC Service Delivery book in order to participate in any of the ITIL Practitioner Programs. The ITIL Practitioner: Agree & Define Elearning Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Agree and Define processes in an IT Service Organization which has implemented, or started to implement, IT Service Management Agree and Define processes. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, monitoring, reporting and optimizing, related to the processes of: BOOK YOUR COURSE HERE **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate and have access to the OGC Service Delivery book in order to participate in any of the ITIL Practitioner Programs.
The ITIL Practitioner: Release & Control Elearning Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Release & Control processes in an IT Service Organization which has implemented, or started to implement, IT Service Management. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, monitoring, reporting and optimizing, related to the processes of: - Configuration Management
- Change Management
- Release Management
BOOK YOUR COURSE HERE **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate and have access to the OGC Service Support book in order to participate in any of the ITIL Practitioner Programs.
Looking for quick insight into the ITIL framework? The ITIL Service Management Awareness Program is for those people who wish to gain a concise, fundamental understanding of ITIL. Participants do not need previous experience or exposure to IT Service Management or ITIL. This program is not designed to lead towards any certification, but to provide participants with an overview of the major concepts of ITIL and an ability to speak a "common language" for IT Service Management.
The Art of Service's V3 Bridging Pre-course Program for ITIL® Foundation. Now offered as a web based elearning option.
This program is designed to prepare you for the classroom based full V2-V3 Bridging course.
The Art of Service's V3 Bridging Program for ITIL® Foundation. Now offered as a web based elearning option.
This program is designed to bridge the knowledge between Version 2 and Version 3. Of course, it may have been some time since you, have had professional development on ITIL®. The Art of Service acknowledges that IT professionals are aware of, and wanting to upgrade their ITIL® knowledge from Version 2 to the newly-released Version 3, and therefore have developed this program. BOOK YOUR COURSE HERE
As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ITIL® Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT. This program prepares you for the certification exam by offering valuable information on the ITIL Framework, ITIL Certification and IT Service Management. Buy our ITIL V3 Complete Certification Kit, which includes access to the online course and an accompanying study guide book. If you have already purchased the Certification Kit, please follow the instructions found at the front of the book to enrol in the online program. Read client reviews and buy this product on Amazon.com!
This program is designed to “bridge the gap” between the ITIL® Versions 1 or 2 Manager’s qualification in IT Service Management and the new ITIL® v3 framework. The program covers the new content of the v3 Service lifecycle, including the phases of of Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. It also covers those aspects of ITIL® v2 which have changed in version 3. Once you have successfully completed the V3 Manager Bridging exam you will also be certified for the new ITIL® ”Expert” qualification
The ITIL v3 Intermediate Capability program: Service Offerings & Agreements, is an online program leading to the examination for the EXIN ITIL v3 Intermediate Capability certificate: Service Offerings & Agreements. The program is aimed at professionals who will participate in managing, organizing and optimizing the operations of the Service Offerings & Agreements processes in an IT organization which has implemented, or started to implement, ITIL based Service Offerings & Agreements processes.
The ITIL v3 Intermediate: Planning, Protection & Optimization Program is intended for professionals who will participate in managing, organizing and optimizing the Planning, Protection & Optimization (PPO) processes in an IT Service Organization which has implemented, or started to implement, IT Service Management. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, implementing and improving PPO processes, including: - Demand Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Information Security Management
- Access Management
**PREREQUISITE** You must send or fax us your ITIL Foundation Certificate in order to participate in any of the ITIL V3 Intermediate Programs.
The ITIL v3 Intermediate: Release, Control & Validation Capability Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Release, Control & Validation (RCV processes in an IT Service Organization which has implemented, or started to implement, IT Service Management. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, implementing and improving RCV processes, including: - Service Asset & Configuration Management
- Change Management
- Release & Deployment Management
- Validation and Testing
- Evaluation
- Request Fulfilment
- Knowledge Mangement
**PREREQUISITE** You must send or fax us your ITIL Foundation Certificate in order to participate in any of the ITIL V3 Intermediate Programs.
The ITIL v3 Intermediate: Operational Support & Analysis Capability Program is intended for professionals who will participate in managing, organizing and optimizing the operations of the Operational Support & Analysis (OSA) processes in an IT Service Organization which has implemented, or started to implement, IT Service Management. The target group consists of team leaders, supervisors, and managers wishing to develop and extend their skills in planning, implementing and improving OSA processes, including: - Event Management
- Incident Management
- Problem Management
- Request Fulfilment
- Access Management
**PREREQUISITE** You must send or fax us your ITIL Foundation Certificate in order to participate in any of the ITIL V3 Intermediate Programs.
The Service Strategy Lifecycle Program provides a comprehensive study of the ITIL v3 phase of Service Strategy and where it fits into the greater Service Lifecycle. Within Service Strategy, the following processes are explored: - Financial Management
- Service Portfolio Management
- Demand Management
The program consists of audio presentations that will also provide references to the accompanying Service Strategy book. Exercises, along with marking guides, quizzes will prepare participants for the Service Strategy Lifecycle exam. **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate in order to participate in any of the ITIL V3 Intermediate Programs.
The Service Design Lifecycle Program provides a comprehensive study of the ITIL v3 phase of Service Design and where it fits into the greater Service Lifecycle. Within Service Design, the following processes are explored: - Service Level Management
- Supplier Management
- Service Catalogue Management
- Availability Management
- Capacity Management
- Information Security Management
- IT Service Continuity Management
The program consists of audio presentations that will also provide references to the accompanying Service Design book. Exercises, along with marking guides, quizzes will prepare participants for the Service Design Lifecycle exam. **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate in order to participate in any of the ITIL V3 Intermediate Programs.
The Service Transition Lifecycle Program provides a comprehensive study of the ITIL v3 phase of Service Transition and where it fits into the greater Service Lifecycle. Within Service Transition, the following processes are explored: - Transition Planning & Support
- Change Management
- Service Asset & Configuration Management
- Release & Deployment Management
- Service Validation & Testing
- Evaluation
- Knowledge Management
The program consists of audio presentations that will also provide references to the accompanying Service Transition book. Exercises, along with marking guides, quizzes will prepare participants for the Service Transition Lifecycle exam. **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate in order to participate in any of the ITIL V3 Intermediate Programs.
The Service Operation Lifecycle Program provides a comprehensive study of the ITIL v3 phase of Service Operation and where it fits into the greater Service Lifecycle. Within Service Operation, the following processes are explored: - Event Management
- Incident Management
- Problem Management
- Request Fulfilment
- Access Managenent
The program consists of audio presentations that will also provide references to the accompanying Service Transition book. Exercises, along with marking guides, quizzes will prepare participants for the Service Transition Lifecycle exam. **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate in order to participate in any of the ITIL V3 Intermediate Programs.
The Continual Service Improvement Lifecycle Program provides a comprehensive study of the ITIL v3 phase of Continual Service Improvement (CSI) and where it fits into the greater Service Lifecycle. Within CSI, the following processes and concepts are explored: - 7 Step Improvement Process
- Service Measurement & Reporting
- Service Level Management
- CSI Methods & Techniques
- The Deming Cycle
- Organizing for CSI
- Technology considerations
- Implementing CSI
The program consists of audio presentations that will also provide references to the accompanying Service Transition book. Exercises, along with marking guides, quizzes will prepare participants for the Service Transition Lifecycle exam. **PREREQUISITE** You must send or fax us your ITIL Foundation Certificate in order to participate in any of the ITIL V3 Intermediate Programs. 
The ITIL v3 Managing Across the Lifecycle Program is an online educational program leading to an optional examination for the APMG/EXIN Intermediate Level Certificate Managing Across the Lifecycle. This program is a the final module of the Service Lifecycle and/or Service Capability modules that leads to the ITIL Expert inIT Service Management qualification. The purpose of this program is to impart, test, and validate theknowledge across the contents of the v3 Publications: focusing on business, management and supervisory objectives, processes, functions and activities, and on the interfaces and interactions between the processesaddress in the 5 core ITIL v3 Publications. By the end of this program, participants should have an in-depth understanding of: • IT Service Management Business and Managerial issues • Managing and Planning and Implementation of IT Service Management • Management of Strategic Change • Risk Management • Service Assessment • Understanding Complementary Industry Guidance As well as the requirements and strategies for succeeding in their exam.
This program has been designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC 20000. It will test your capability to remember and understand the concepts and prepare you for the EXIN ISO/IEC 20000 Foundation examination. This well structured training program helps you to continuously improve your personal qualifications, thus supporting continual professional development within your organization.
The ISO/IEC 20000 Foundation Certificate is a pre-requiste for the other qualifications within the qualification scheme. Read client reviews about this program at Amazon.com!
Cloud Computing Foundation Program provides a comprehensive overview of the major concepts and processes involved with Cloud Computing. You will gain an understanding of what cloud computing services offer and how they can be utilized and managed within an organization. The program will ask you to consider cloud computing from two perspectives: The customer/end-user perspective and the IT service provider perspective.
The program is designed to accompany the Cloud Computing Foundation Complete Certification Kit book. The book supports the Elearning content and provides a further analysis of each of the relevant service management processes.
Cloud Computing Specialist: Virtualization provides a comprehensive overview of the major concepts and processes involved with using virtualization technologies within the scope of Cloud Computing. You will gain an understanding of what virtualization technologies are available they can be utilized and managed within an organization. The program will ask you to consider cloud computing from two perspectives: The customer/end-user perspective and the IT service provider perspective.
The program is designed to accompany the Cloud Computing Specialist - Virtualization Complete Certification Kit book. The book supports the Elearning content and provides a further analysis of each of the relevant service management processes.
PURCHASE YOUR ENROLMENT HERE
The SaaS/Web Apps specialist level program explores the concept of Software as a Service (SaaS) and Web Applications, and where they apply in the current technological world. You will gain an understanding of the goals, objectives, benefits and challenges of the different types of SaaS and Web Applications and how they support the relevant IT Service Management processes. This program prepares you for the Software as aService (SaaS) and Web Applications Specialist Level Exam.
The pre-requisite for this program is the completion of the Cloud Computing Foundation Program.
The IPAD Clustered Practitioner Exam Preparation is a modular and complete program for those people looking to increase their chance of passing the ITIL Cluster Practitioner 'IPAD' Exam - first go.
Features:- Multiple sections of Practitioner level questions
- Take each section multiple times
- Feedback and correct answers provided
- Review your previous attempts
- Works on a principle of building understanding
- Real life Practitioner level questions.
The IPAD Clustered Practitioner Exam Preparation program is the best add-on for accredited Clustered Practitioner classroom course. The IPRC Clustered Practitioner Exam Preparation "Release & Control" is a modular and complete program for those people looking to increase their chance of passing the ITIL Cluster Practitioner 'IPRC' Exam - first go. The processes covered by the IPRC exam are Configuration, Change and Release Management.
Features:- Multiple sections of Practitioner level questions
- Take each section multiple times
- Feedback and correct answers provided
- Review your previous attempts
- Works on a principle of building understanding
- Real life Practitioner level questions.
The IPRC Clustered Practitioner Exam Preparation program is the best add-on for accredited Clustered Practitioner classroom course. BOOK YOUR COURSE HERE
The IPSR Clustered Practitioner Exam Preparation "Support & Restore" is a modular and complete program for those people looking to increase their chance of passing the ITIL Cluster Practitioner 'IPSR' Exam - first go. The topics covered by the IPSR exam are the Service Desk, Incident & Problem Management.
Features:- Multiple sections of Practitioner level questions
- Take each section multiple times
- Feedback and correct answers provided
- Review your previous attempts
- Works on a principle of building understanding
- Real life Practitioner level questions.
The IPSR Clustered Practitioner Exam Preparation program is the best add-on for accredited Clustered Practitioner classroom course. BOOK YOUR COURSE HERE
The ITIL Service Manager Exam Preparation is a modular and complete program for those people looking to increase their chance of passing the "demanding and challenging" exam first go. Recognised to be one of the most difficult but rewarding certifications to attain, the exam preparation is designed to enable you to achieve this success.
Features:- Exams marked by actual IT Service Management educators.
- Covers every process area applicable for the exams
- Feedback and correct answers provided
- Works on a principle of building a deeper understanding of the framework and requirements for exam success
Enrol today and feel confident in passing your Service Managers exam! BOOK YOUR COURSE HERE
This course is designed to support participants in achieving first-time success in their ITIL Foundation Certificate in IT Service Management exam. BOOK YOUR COURSE HERE
Purchase your enrolment here: The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams.
The Service Strategy exam is part of the Lifecycle modules of the ITIL V3 Intermediate programs that leads to the ITIL Expert in IT Service Management qualification.
This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the Service Strategy program.
In addition, one EXIN sample exam, with marking guide, is also provided.
Purchase your enrolment here: The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams.
The Service Design exam is part of the Lifecycle modules of the ITIL V3 Intermediate programs that leads to the ITIL Expert in IT Service Management qualification.
This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the Service Design program.
In addition, one EXIN sample exam, with marking guide, is also provided.
Purchase your enrolment here: The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams.
The Service Transition exam is part of the Lifecycle modules of the ITIL V3 Intermediate programs that leads to the ITIL Expert in IT Service Management qualification.
This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the Service Transition program.
In addition, one EXIN sample exam, with marking guide, is also provided.
Purchase your enrolment here: The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams.
The Service Operation exam is part of the Lifecycle modules of the ITIL V3 Intermediate programs that leads to the ITIL Expert in IT Service Management qualification.
This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the Service Operation program.
In addition, one EXIN sample exam, with marking guide, is also provided.
Purchase your enrolment here: The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams.
The CSI exam is part of the Lifecycle modules of the V3 Intermediate programs that leads to the ITIL Expert in IT Service Management qualification.
This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the Continual Service Improvement program.
In addition, one EXIN sample exam, with marking guide, is also provided.
Purchase your enrolment here: The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams.
The SOA exam is part of the Capability modules of the Service Lifecycle that leads to the ITIL Expert in IT Service Management qualification.
This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the Continual Service Improvement program.
In addition, one EXIN sample exam, with marking guide, is also provided.
Purchase your enrolment here: The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams.
The PPO exam is part of the Capability modules of the Service Lifecycle that leads to the ITIL Expert in IT Service Management qualification.
This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the Planning, Protection and Optimization program.
In addition, one EXIN sample exam, with marking guide, is also provided.
The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams. The RCV exam is part of the Capability modules of the Service Lifecycle that leads to the ITIL Expert in IT Service Management qualification. This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the RCV program. In addition, one EXIN sample exam, with marking guide, is also provided.
Purchase your enrolment here: The exam preparation programs are designed for those individuals who have already completed their training program (either online or classroom) and desire some extra preparation to help them achieve success in their exams.
The OSA exam is part of the Capability modules of the Service Lifecycle that leads to the ITIL Expert in IT Service Management qualification.
This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the Continual Service Improvement program.
In addition, one EXIN sample exam, with marking guide, is also provided.
The MALC exam is a the final module of the Service Lifecycle and/or Service Capability modules that leads to the ITIL Expert in IT Service Management qualification. This program consists of 16 Multiple choice 'exam style' questions, and the supporting scenarios, in relation to the concepts and processes found within the MATL program. In addition, one EXIN sample exam, with marking guide, is also provided.
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Hi everyone,
The site will be offline for approximately 30 minutes on Friday 15/05/2009, starting at 9:00am (+10 GMT). This is to allow for a transition of materials in the ITIL V3 Foundation eLearning program with minimal impact on the current participants.
Best wishes,
The Art of Service Team.
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Hi everyone,
One of our clients has created a LinkedIn group called The Art of Service - ITIL Training, which is a place to discuss any matters relating to ITIL, IT Service Management or the related education programs we offer. If you are looking at connecting with like-minded individuals who are working in the IT Service Management profession then this is a great space to do so.
While we don't administer this group, we will add any important updates or news there and respond to questions or feedback that is posted. Thanks to Mike for his idea and going to the effort of setting this up.
You can view and join the LinkedIn group at: http://www.linkedin.com/groups?gid=1850193
Tim Malone
ITSM Educator |
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Maria Ezpeleta
Claire Engle