Why use Global Knowledge for ITIL?

Global Knowledge provides ITIL training in all our operating countries, including 12 countries in Europe. In addition to our own delivery capabilities we also work through a partner for delivery of the more specialised and advanced ITIL training.  Service Management has been the core business of our partner for over 25 years, giving Global Knowledge access to thought leaders in this field. It also gives us further worldwide reach into Japan, South Africa, the Middle East, Portugal, Brazil, Slovenia, Mexico, and India.

Our partner has been involved with ITIL since its inception, authoring many of the original modules, managing the ITIL refresh and providing lead authors on Service Delivery, Service Support, and the Planning to Implement ITIL books. They have recently trained the OGC staff involved in designing ITIL3 and are also involved with the ITIL3 authoring and QA process. This relationship gives Global Knowledge access to over 50 permanently employed consultants, each holding the Manager’s level qualification. Compared to other training suppliers this is the largest permanently employed number of consultants qualified to this level, and dedicated to Service Management.

For ITIL programmes and delivery, Global Knowledge prides itself on the following:

Breadth and depth of courses – Global Knowledge offers a complete and integrated portfolio of accredited and bespoke ITIL courses covering awareness, foundation, practitioner and management level training

Our partner is the only supplier that is accredited to deliver every ISEB/EXIN/ITSMF ITIL and ISO20000 based course, a policy that will be continued into the future.

Proven Implementation experience of instructors - Each instructor has a minimum of 10 years proven implementation experience, which is maintained by delivering a combination of training and consultancy assignments. This ensures that the instructors we deploy are able to reinforce the ITIL syllabus through real life experiences. All these instructors have to first demonstrate their competency as proven consultants, before they go through an extensive skill transfer programme and accreditation process. Additionally, they are mentored by other experienced instructors before being allowed to deliver single instructor courses. Many have previously held senior IT and business management positions and are able to position the delivery within the context of different business environments. Also, our instructors are able to position ITIL within the context of other best practice frameworks and techniques such as, Sarbanes-Oxley, Six Sigma, COBIT, European Foundation Quality Management (EFQM), ISO 9000, ISO20000/BS15000 and ISO27001      

Pass rates – Because our partner is involved with the development of the examinations we have the experience required to ensure that delegates receive the best examination preparation. This includes: mock papers marked in accordance with ISEB/EXIN guidelines, revision guidelines, and hints and tips on answering exam questions. As a result, our pass rates have been consistently above the global averages for each accredited course.

Putting process into practice – If certification is a stated aim, we work with the primary objective of enabling our delegates to pass the exam, but do not lose sight of the fact that our customers need to put their theory into practice.  We take pride in our delegates being able to use what they learn when they return to their business environment.

High quality courseware – Global Knowledge’s instructional designers use best practises to develop courseware that factors in different learning styles making sure we don’t just present using bullet points.  We work hard to use charts and diagrams to emphasise the key points as well as including mind maps as part of the course.

Mentoring – If beneficial to a programme, Global Knowledge appoints a lead consultant to act as a mentor prior to, during and following any training programmes. The role includes:

• Assisting with any training needs analysis requirements.
• Gaining an understanding of the customer’s environment for use in briefing other instructors and, where required, customising the material and/or delivery.
• Ensuring a successful programme through the co-ordination of delivery activities.
• Reviewing with the sponsoring manager feed back and performance of the delegates, picking up on any issues requiring attention.
• Providing assistance to delegates with any post-course assistance including handling points of clarification and/or implementation issues.

First to Market - Global Knowledge gets access to new ITIL curriculum requirements ahead of the general market enabling us to add significant value to our existing clients through access to new updates. ITIL Version 3 is about to be launched and Global Knowledge will be in the first wave of delivery to our customers across the world.