The IT Infrastructure Library® (ITIL) is the critical link between organisations and their IT Service Infrastructure. The official definition of ITIL is as follows:

ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management (ITSM) in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualification scheme, accredited training organisations, and implementation and assessment tools. The best-practice processes promoted in ITIL both support and are supported by the British Standards Institution's Standard for IT Service Management (BS15000).

As of July 2004 it became an official Australian standard in ICT Service Management (AS8018). This has paved the way for audits to be conducted on organisations against ITIL best practices. Organisations in Australia and around the world are integrating ITIL into their business processes because it represents the most holistic framework for understanding and managing the interrelationships between the components of a robust IT Service Management operation. ITIL training is the critical first step in this process.

In recognition of the world standard for IT Service Management (having already been adopted by companies such as Microsoft, HP and BHP), ITIL training and ITIL certification is a valued component of DDLS's range of training solutions. We cover the key areas of ITIL:

• Service Support: Service Desk, Incident Management, Problem Management, Configuration Management, Change Management, Release Management

• Service Delivery: Service Level Management, Financial Management for IT Services, Capacity Management, IT Service Continuity, Availability Management, Security Management

DDLS is an accredited ITIL training organisation, a member of the IT Service Management Forum (itSMF), and most of our ITIL trainers have Managers Level ITIL Certification in addition to real-world ITIL implementation & ITIL consulting experience. We help you prepare not only for your ITIL Certification exams, but also implementing ITIL successfully within your organisation. We go beyond the service management essentials and look at your ITIL needs in a holistic manner.

World's best practice in IT Service Management captured in ITIL strengthened with the richness of our trainers' experience in this area ensures your ITIL education with us is relevant and practical.

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
IT Infrastructure Library® is a Registered Trade Mark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce

ITIL Training Courses available from DDLS: