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Why Global Knowledge for Service Management

Global Knowledge offer Service Management education and other services on a global basis. 

We offer one of the largest public schedules in the UK, running in all of our regional training centres, that is, Leeds, London and Wokingham. We also provide ITIL® training in all of our operating countries in Europe and the USA.

In addition to our public schedule and on-site training capability, we work to support our customers on a consulting basis.  All Global Knowledge consultants are trained to ITIL® Expert Level.  Many of our people are also qualified to deliver ISO/IEC 20000 consultants and accredited Service Desk Institute auditors/ trainers.          

Breadth and depth of courses

Global Knowledge offers a complete and integrated portfolio of accredited and bespoke ITIL® courses covering awareness, foundation, lifecycle, capability and ITIL® complementary courses, as well as COBIT, SDI and ISO/ IEC 20000. 

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 and involvement in industry forums.  This ensures that the instructors we deploy are able to reinforce the Service Improvement 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),  SDI, TOGAF, ISO20000 and ISO27001.  

Pass rates

Global Knowledge’s experience, and continued involvement with the examination process since the introduction of the courses, ensures that delegates receive the best examination preparation. A number of our consultants ahve been examiners for many years. Your preparation includes: mock papers, additional questions written by senior examiners 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 since their introduction.  

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 practices 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. We use the assistance of our highly qualified subject matter experts to ensure that the content covered exceeds the course objectives. 

Industry respected experts

Global Knowledge’s best practice team portfolio is driven by former Chairman of itSMF UK, Barry Corless.  Barry is both anof the ITIL and SDI examiner and has contributed to definition of industry standards. He remains a highly respected speaker and thought leader on the Best Practice circuit  Also part of the team is Rosemary Gurney, the current Chair of itSMF UK.  Rosemary is also the senior examiner in charge of the ITIL® Foundation qualification. Team member Duncan Anderson was voted “Service Management – Trainer of the Year” in 2012. It’s an award another of our team, George Bailey, has twice been nominated for.  


If beneficial to a programme, Global Knowledge appoints a lead consultant to act as a mentor prior to, during and following any engagement. 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 feedback and performance of the delegates, picking up on any issues requiring attention.
  • Providing assistance to delegates with any post-engagement assistance including handling points of clarification and/or implementation issues.

First to Market

Global Knowledge helps to lead new ITIL® curriculum requirements through our subject matter experts and our engagement with the awarding bodies.  We can guarantee being ahead of the general market with new developments enabling us to add significant value to our existing clients through access to new updates.

Utilisation of Technology

At Global Knowledge, we strive to accommodate all types of learning needs to ensure that everyone has the same opportunities. Thanks to flexible and non-classroom-based learning, there are now more options than ever before – giving you the choice to learn in the best way that suits you and your organisation.


Our virtual learning solutions are about connecting people, and enabling them to learn effectively no matter where they are. We use the latest video conferencing solutions to allow learners to communicate face-to-face with teams inside – and outside – of their organisation or learning environment.


Our ITIL® and other courses are accredited to the high standards set by PeopleCert and other accreditation bodies. 


No other organisation offers as many different variations to allow you to deliver the service management education experience that is right for your team. e-Learning, blended learning, traditional instructor led, education workshops and virtual have all been blended to provide solutions. 


Global Knowledge is at the very forefront of service management education solutions with the introduction of the Post Graduate Certificate in IT Service Management.