The Online ITIL Expert Training Guide

The Online ITIL Expert Program | Intake 5 | March 2009
– June 2011

THE ONLINE ITIL EXPERT
PROGRAM
GUIDE PROGRAM | INTAKE 5 |
MARCH – JUNE 2011

ITIL® is a trademark of the Office of Government Commerce in the United Kingdom and other Countries.

1

The Online ITIL Expert Program | Intake 5 | March – June 2011

Now

Contents

2 Program Benefits ............................................................................................................................ 4
3 The Program Starting Point............................................................................................................. 5
4 Foundation First .............................................................................................................................. 6
5 Why Is This Online ITIL Expert Program Different? ......................................................................... 7
6 Program Content............................................................................................................................. 8
Course Details and FREE Program Sample Videos and Study Guides ................................................. 9
7 Your Online Learning Portal .......................................................................................................... 10
Training Course Access ..................................................................................................................... 10
8 What’s My Time Commitment? .................................................................................................... 11
9 Program Support - You Are Not Alone .......................................................................................... 12
10 Web Based Exams ..................................................................................................................... 13
What Are Web Based Exams? ........................................................................................................... 13
How Do ITIL Web-Based Exams Work? ............................................................................................. 14
How Do I Schedule A Web Based Exam? .......................................................................................... 15
Where Can I Sit Web Based Exams and What Locations Are Valid? ................................................. 16
What Equipment or Resources Will I Need?..................................................................................... 16
What Happens When I Pass my Exam?............................................................................................. 18
Web Based Exams – Summary .......................................................................................................... 18
11 Program Schedule ..................................................................................................................... 19
12 Your Responsibilities ................................................................................................................. 20
12.3 Technology Requirements .................................................................................................... 21
12.5 Upholding the Official Exam Rules ........................................................................................ 22
14 Customer Feedback .................................................................................................................. 23
15 Two Special Bonuses - for New Program Members.................................................................. 26
→ Bonus #2 – The “Expert Success” eBook Library .................................................................. 26
16 Program Pricing Options ........................................................................................................... 27

Secure your Position Now: www.ITILTrainingZone.com/expert.html 2


1 Program Introduction

This guide explains everything you need to
know about the Online ITIL Experts Program
and will help you to decide whether this is the
right option for you - as you progress your
journey towards ITIL V3 Expert.

The Online ITIL Experts Program provides you
and other like minded professionals with a
cost effective and extremely flexible way of
achieving your ITIL Expert Status – 100%
Online.

This unique online Program is only available to a limited number of participants who
successfully register and pay for their training before June 30th 2011 (limited positions).

The program will provide you with This Program provides you with all the
flexible online access to all five ITIL V3 materials, support and advice necessary
Lifecycle courses, plus the final course in to enable you to pass your ITIL exams
the series – ‘Managing across the and evolve over time into an ITIL Expert.
Lifecycle’.
We provide all the resources, video
That’s six courses and six exams in total – tutorials, study guides, practice exams
in fact, seven if you need your ITIL V3 and support – you will provide the effort
Foundation too – See Foundation First. and dedication to study your materials,
revise and pass your exams.
Successfully studying and passing each of
the six exams will enable you to reach Please spend some time reading through
ITIL V3 Expert Certification. this guide and familiarising yourself with
the specific aspects of the Program.

You are about to make an extremely valuable investment in your future and we are fully
committed to helping you become an ITIL Expert.

Please take a few minutes to read this entire Program Guide...



2 Program Benefits

This exclusive Online Program provides you with many benefits. In fact, there are three key
levels of benefit to this Program: -

Level 1 - The Many Benefits of Being an ITIL Expert

Enhance your understanding and knowledge of key ITIL V3 concepts and processes

Engage, consult and lead your customers in the latest IT Service Management practices

Understand and de-risk your ITIL V3 processes, projects and service enhancements

Collaborate and communicate ‘on the same level’ as other ITIL V3 Experts

Update your Résumé/CV to reflect your new knowledge and certification status

Add even more value to your organization and significantly increase your market value

Keep pace with the increasing number of new ITIL V3 Experts in the ITSM Industry

Level 2 - The Benefits of Online Training and Education

Flexible, anytime/any place access – with no fixed schedules
Ability to control and access all content when you want to
Balance your study time against other work/home commitments
No need to take time away from work or your clients
Protect your ‘billing hours’ and project deadlines

Level 3 - The Benefits of This Online Program

Extremely Cost Effective – See Pricing Options for details
High quality, professionally produced ITIL V3 content
ITIL Expert support and guidance throughout
Share and collaborate with like minded professionals
Web based exams can be taken at your office
Study flexibly over one full year

With all three levels combined – this creates a really compelling Program – all for one low
but affordable price – with built in flexibility and control.



3 The Program Starting Point

Are you already ITIL V3 Foundation Certified?

The starting point for entry into the Online ITIL Experts program requires you to already be
ITIL Version 3 Foundation qualified.

If you are not already ITIL V3 Foundation qualified – that’s ok – because we can help.

[1] If you currently have NO certifications in ITIL whatsoever, then we will also provide you
with online access to the ITIL V3 Foundation course – free of charge. Please note – there is
an additional charge of $150 USD for the associated exam with this course.

See Foundation First for details.

[2] If you are already ITIL Version 2 qualified, then we will provide you with online access to
the ITIL Version 3 Foundation course – free of charge. Please note – there is an additional
charge of $150 USD for the associated exam with this course. We no longer provide the ITIL
V2-V3 Foundation Bridging course with this Program - since the bridging course has been
retired from the official ITIL qualifications scheme by the OGC and APMG.

See Foundation First for details.

Successfully holding your ITIL V3 Foundation qualification is a mandatory pre-requisite to
attempting and accessing any ITIL Intermediate course or exam. These are the official
rules.

Important! Do You Hold Any Other ITIL Intermediate Certifications?

Maybe you have one or two ITIL Intermediate certifications already and have accumulated
some additional ITIL credits?

Maybe you’ve already passed one or two Lifecycle or Capability courses with a classroom
provider over the past year or so?

If so, please see our special Top Up to ITIL Expert program packages, where you can
choose which courses to take next to progress to ITIL Expert. These packages are available
for you to purchase at specially reduced rates.



4 Foundation First
You must already hold the ITIL V3 Foundation certificate (or the ITIL V2 Foundation plus
the V2-V3 Foundation Bridging certificate) - to be eligible to join this Program.

If you DO already hold one of these certificates, then you can skip this section now.

If you DO NOT already hold one of these certificates, then you can still register and join
this Program, however you must first take and pass the ITIL V3 Foundation course
before you can begin to access any of the ITIL Lifecycle Courses.

If you have NO Foundation qualification, then we will provide you with our online ITIL V3
Foundation Course.

The Online ITIL V3 Foundation Courses will be offered free of charge, as part of your
Program, however there is a one-time additional exam fee of $150 USD for the associated
web based exam.

You can request this free Course (and add the cost of your Foundation exam to the
package price) when you register for this Program at www.itiltrainingzone.com/expert.

Continued...



5 Why Is This Online ITIL Expert Program Different?

This Program is very different to traditional classroom training: -

Because we provide you with...

 A much lower ‘cost per course’ without affecting quality
 An extended opportunity to access your materials
 Repeat opportunities to learn/revise
 Full online flexibility and control
 The ability to flexibly study and take exams – with no fixed schedules
 No extended time away from your role or your clients

This Program is also different to other Online Training Providers: -

Because we believe we provide...

 High quality course materials
 Highly experienced ITIL V3 tutors
 Our drive and determination to help you succeed
 Our passion and commitment to ongoing communication

As you read through this guide – ask yourself, “Who else provides me with so much
information before I make a training investment decision?”

The majority of ITIL Training providers just show you a few bullets about the course content
and a cost. That’s it!

We believe in providing you with all the facts – so you can make an informed decision.

Please read the next sections of this Program Guide to help you understand the full details
of this Program.



6 Program Content

It’s really important to understand what is included in your course package. This section
describes what you get, what you can access and what you can download and print-off.
We also provide links to our free ITIL Expert Program Sampler Page.

Course Overview

Every online course in this Program comes complete with: -

 Extended online Video Tutorials - Watch as many times as you need!
 Detailed PDF Lesson Study Guides - that are printable and are yours to keep
 Online quizzes and exercises - to further reinforce your learning
 Two full practice exams papers - to print-out and take as part of your revision
 Two full exam answer papers - with examiners rationale for each answer
 Lots of supporting materials - such as a mind maps and the ‘at a glance’ PDF
 Printable Course Completion Certificates - with your name on them

Also, Exams are available to either purchase ‘as you progress’ or purchase ‘up front’: -

 Flexible, Web Based Exams - with instant on-screen results
(See Payment Options for Exam Costs)

You will access all of your course materials online through your online learning portal. All
course videos and materials are always safely stored in here. You can access them at any
time across your program. See the next sections for further details.

Additionally, we also provide full ITIL Expert Tutor Support, to ensure you always have
access to someone who can help you with any aspect of ITIL or with helping you to leverage
online learning correctly. See Tutor Support for further details.

All of our course materials have been carefully crafted by qualified ITIL Experts and
professionally produced by our top class production team.

In addition, all of our Program materials are fully accredited by Loyalist Certification Services
(LCS) an official ITIL Examination Institute.

Our Official ITIL V3 Accreditation Status can be verified >> Here.

LCS has exactly the same standing in the ITIL world as EXIN, CSME, ISEB and all other ITIL
examination institutes.



Course Details and FREE Program Sample Videos and Study Guides

Why not take a few minutes to browse the details of what each course contains, perhaps
watch each course’s introduction video and enjoy a free sample lesson from each course?

We have created a special Program Sampler page where you can browse, watch and read
through lots of different sample materials from each of the six courses.

 Watch Video Tutorials from
across the Program

 Download and review example
PDF Lesson Study Guides

 Explore the contents within each
of the 6 Program Courses

 Learn More about the Features
of this Online Program

 Click to View This Program’s Sample Resources Now!

Of course, these sample lesson video tutorials and sample study guides are only a very small
fraction of what’s available within each course – but you’ll get a good ‘feel’ for the resources
and the style of the video tutorials and study guides.

Each ITIL V3 Intermediate Course courses contain lots of lessons, running for many hours, as
well as a Study Guide for each of the lessons.

Study Guides are approximately 20 – 50 pages per lesson.

Let’s explore the features of the Program in more detail...



7 Your Online Learning Portal

You will access all of your training courses online via your own local computer and internet
connection. You can login in from multiple locations at anytime – so you can study from
your office, from home, from the coffee shop – anywhere that you want to.

To ensure you have ongoing, reliable access - you will need this basic technology.

We have created a fresh, new website – just for this Program - which will be your ITIL
Learning Portal for the next year.

Portal Features Include:

 Online access for 1 full year (plus an extra month at the end if needed)
 Unique login with your own user name and password
 Easy course accessibility and flexibility of study times/locations

 Quick Start Guide – Explaining all the icons and how they work
 Video player – with pause/skip and precise content controls
 Document download area – all your study guides and exam papers in one place

 Online Quizzes – with answer rationale to take as you progress
 Online Forum – to share ideas, exams tips, request clarifications

Training Course Access

All courses are provided to you on within the Online Portal.

You can also download and print off key items such as the PDF Study Guides, the Practice
Exam Papers with Answers, as well as the supporting materials – and take these with you
anywhere.

You can plan and arrange your own study sessions at times that best suit your busy
schedule. Planning your time creates more discipline around the whole process of learning
online.

In summary, you have the flexibility and freedom to set your own targets around
individual study sessions - based on the recommended course study times.



8 What’s My Time Commitment?

Some people prefer to study in strictly scheduled sessions – carefully arranged for certain
hours of the day, or perhaps at the weekend.

Other people learn better in shorter bursts. It all depends on your priorities and your
work/home commitments at that time.

Let’s see how long it takes to study for one course...

• As standard you get 365 days study time across the 6 courses in the Program

• So, 6 courses spread over 365 days is approximately 60 days access per course.

• Each Lifecycle course has recommended study duration of 42 hours.

So, you will need to study for approximately 42 hours over each 2 month period, which
works out to be about 4-6 hours per week, depending on the days in that month.

Of course, many people will prioritise their time differently and achieve their Expert status
in far less time. With hard work and dedicated study time, it is reasonable to expect to
achieve your ITIL Expert status in 6 – 7 months. Of course, you have up to one full year to
complete your studies.

The important point is that YOU have the freedom to decide what works best for you.

This is a learning “process” that you will get better and better at, over time. You will find
that once you have studied one Lifecycle course, you will improve your study time estimates
and general study capability – all in time for your next course.

If you ever find yourself ‘struggling’ or just need some extra motivation, then you can
arrange a chat with your tutor to help you arrange a personalised study schedule.

Remember, you have at least 5 Lifecycle courses, plus ‘Managing Across the Lifecycle’ to
study, revise and pass the exam for – all over one full year.

To learn more about each course - visit each course home page and skip to the Course Entry
and Exam requirements sections.



9 Program Support - You Are Not Alone

You have two additional support channels to help ensure you never get ‘stuck’ or feel lost
as you progress towards your ITIL V3 Expert.

Access to ITIL V3 Expert Qualified Tutors

As part of this Program, you always have access to a qualified ITIL V3 Expert to help you with
any challenges, clarification points or other information you might need. These include
tutors that have studied and passed every lifecycle course (so we know a thing or two).

Generally, you will use the Tutor support link within your portal to send your tutor an email.
In most cases you will receive a response by close of business the following day. Our tutors
also check their emails regularly over the weekend too.

Where required, you can also request and schedule a conference call with your ITIL Expert
tutor – times will vary according to your time zone – but we will do our best to meet your
schedule.

Private Online Forum - to Network and Share Ideas

In addition to your tutor, you also have online access to a private forum. Here you can post
new comments, share ideas and even exchange exam tips with your fellow prospective ITIL
Experts and our tutors.

Although it’s never a good idea to ‘second guess’ exam questions (in the attempt to avoid
learning your syllabus!) this is an excellent way of supporting each other – and learning from
each other – as your journey towards ITIL Expert continues.

We also encourage you to network, share best practices and help each other tackle
problems that you may encounter with Service Management in general – not just your ITIL
training. This is entirely optional and totally dependent on you and your preferences.

With the Online ITIL Experts Program – you are never far away from expert help, advice
and guidance. We have many years experience in dealing with general and specific
questions and enquiries – covering the complete spectrum of ITIL V3 Courses.



10 Web Based Exams

In this important section of your guide, we will explore the finer points of web based
exams. This Program leverages the many benefits of Web Based Exams.

What Are Web Based Exams?

Put simply, Web Based Exams offer you a much more flexible alternative to taking your ITIL
Version 3 exams. Here, you can take your final exams online by logging into a secure
examination system that’s web based and accessible from any internet connected
computer.

We have partnered with Loyalist Certification Services (LCS) to enable you to take your final
exam online - from any authorized location, at a time and date of your choosing.

Thousands of people around the world are taking their ITIL Exams online every week.
Scheduling and taking your ITIL web-based exams is really easy.

Web Based Exams are provided by Loyalist Certification Services (in conjunction with this
Program) and they will deliver all of your ITIL exams online – to a flexible location of your
choosing and at a time and date that you decide.

As explained earlier, LCS is an official APMG accredited ITIL® V3 Examination Institute and
they uphold all of the required ITIL® examination standards and practices. LCS has exactly
the same standing in the ITIL world as EXIN, ISEB, CSME and all other Examination Institutes.

LCS are very experienced in providing web-based online ITIL® exams around the world and
our partnership with LCS enables you to study online with us (as your official ITIL® training
provider) and then take your final exam online too.

Your exam questions are exactly the same standard and style of questions that appear on all
ITIL V3 Intermediate Lifecycle exams. There is no benefit to be gained - or lost - by taking
your exam online. You will see the exam scenarios, questions and your possible answer
options displayed on-screen - and you will click to select your answer and progress to the
next question. You can also change your answers should you wish to.

Web Based Exams provide you with maximum flexibility without compromising standards.

For full details read the following section or see our Web Based Exam Guide.



How Do ITIL Web-Based Exams Work?

Well, there are just eight simple steps to follow... let’s quickly review them here...

For each course, you will study and progress through all of your online materials
including the two practice exam papers provided...

Then, whenever you feel ready...

Download and Save your course completion certificate(s) to your local computer

Complete our online Exam Registration Form (which includes uploading your
certificates as proof of attendance)

Within 48 hours you will receive an official exam registration email from LCS – containing
a link to their online scheduling system.

Follow the prompts in this email and enter you details – including your preferred exam
date, time and location (e.g. your home or office) into the LCS exam system.

At the pre-arranged date/time – you can take your web-based exam online – this is
proctored via web cam by a remote proctor that is provided for you.

Complete your exam online and see your Exam Result instantly on-screen

If you’ve passed, then you will receive the relevant ITIL® V3 Intermediate
Lifecycle Certificate

That’s the high level process summarized.

Let’s explore Web Based Exams in more detail and answer your questions as we go...



How Do I Schedule A Web Based Exam?

When you have completed your studies for a particular course, taken the practice exams
included and you feel fully prepared – you can then commence the registration process for
your exam.

Note: There is one exam per course, so this process is something that you will repeat six
times across the whole program.

For all of our courses, we have an online registration form that you complete - which begins
the process for you. This form is always available within your learning portal.

On this online form - you will upload two certificates from your computer: -

 A scanned copy of your ITIL® V3 Foundation (or V2-V3 Foundation Bridge) Certificate

 A copy of your course completion certificate - this is a JPEG image provided to you at
the very end of your online course

You then complete the web form with your uploaded certificates and we will verify this
information and forward it to LCS for you. You will receive a copy of this web form for your
records too.

LCS, our official ITIL® Examination Institute partner, will require a minimum of 5 working
days notice - from the point at which you complete the web form – to arrange your final
web-based exam date.

LCS will then liaise directly with you – via email - to request your exam details and help you
schedule your actual exam time, date and location.

Note: You can take web based exams from your home or your local office. See the next
section for details.



Where Can I Sit Web Based Exams and What Locations Are Valid?

For this program - you can sit web based exams from a location of your choosing.

These are web based exams that are remotely proctored via web cam – therefore you can
choose to take your exams from the comfort of your own home too.

You do not need to visit a test centre, classroom or a Prometric centre with web based
exams.

What Equipment or Resources will I need to run Web Based Exams?

You can take your exams from home or alternatively book a quiet meeting room or office
for two hours – ensuring there is an internet connected computer available and working
correctly within the room.

When you order an ITIL web based exam, you will be informed that the following is
required to take your exam: -

• Any web cam with 640x480 video pixel resolution – including both external and ‘built-in’
web cams (these are available from as little as $20 from all good retailers)

• Headphones or speakers connected to your computer

• A microphone connected to your computer (a web cam that has a built in microphone is
recommended but not mandatory)

• A web browser (IE 6 and above or Firefox) with Adobe Flash Player installed. (Flash Player
10 recommended)

• Your authority to allow remote access to your computer and screen by the remote (web
cam based) proctor. This is only ever done with your permission via a ‘pop-up’ message on
screen. You simply click ‘yes’ to allow the remote proctor viewing access - where required.

You should test your local computer, network connection and web cam ahead of your exam
to ensure everything works correctly.

LCS will provide you with a simple test script to run – ahead of your exam – just to ensure
that you can access their secure examination system correctly.

At the agreed date/time you will login to the online exam system using the user name and
password as provided by LCS.



You will login to a secure page at your exam time – this is just like accessing any other web
page – except your exam is password protected.

What Does My Web Based Exam Look Like?

Your exam scenarios and questions will appear on screen as text – just like a normal web
page.

You can manually control the flow and progress of all questions, skipping any question and
then returning to it later.

As you progress through your questions, you will simply click to select your answer from the
option choices. You can change your mind later if needed.

There is an on-screen timer that constantly updates you over the duration of your exam -
and also pops an ‘alert’ message when you have 10 minutes remaining.

Once you are satisfied with all of your answers you can click a button to end your exam
session. You will see whether you have passed or failed straight away.



What Happens When I Pass my Exam?

You will receive a follow up email containing the breakdown of your results and showing
which areas you did well on.

After approximately 3-4 weeks, LCS will send you your official ITIL certificate and PIN.

You can progress onto the next course in the Program as soon as you have passed your
exam – there’s no need to wait for your certificate unless you’re ready to start ‘Managing
Across the Lifecycle’. Here we need confirmation of all previous Lifecycle certifications.

What Happens if I Fail my Exam?

If you fail, then you can re-submit your registration details after 5 days to try your exam
again.

You will also receive a follow up email containing the breakdown of your results, showing
which areas you failed – this is vital for helping you to revise those key areas.

Note: the cost of any exam re-sit is paid by you. See our Pricing Options for details.

It is important to understand that you will receive full access to the course again and also
full access to your ITIL Expert tutor – to assist you in re-taking your exam.

Web Based Exams – Summary

Easy to schedule with flexible time, date and location
Fit exam times around your busy schedule
Take your exams from home if you prefer
Receive instant, on-screen results
Certificates are delivered to your preferred location

Now let’s look at your Program schedule...



11 Program Schedule

Following on from our first three highly successful Program Intakes – this fifth Program
intake runs between March and March June. You are advised to secure your place.

You will receive one year’s full access to all of the courses below - from the date you join.

This special Online ITIL Expert Program contains the following six ITIL V3 courses which are
all fully accredited and available for you to study flexibly, from any location.

ITIL Course Title Study Commitment (hours)
All 5 ITIL V3 Lifecycles Plus MALC Mandatory Recommended Total Time
ITIL Service Operation 21 21 42
ITIL Service Transition 21 21 42
ITIL Service Design 21 21 42
ITIL Service Strategy 21 21 42
ITIL Continual Service Improvement 21 21 42
ITIL Managing Across the Lifecycle 30 28 58

You must already hold the ITIL V3 Foundation certificate (or ITIL V3 Foundation and the
Foundation Bridge certificate) to be able to begin these courses. You may study any of the
first five ITIL V3 Lifecycle courses in any order you prefer. The ITIL V3 ‘Capability’ courses are
not part of this package.

The above course sequence is strongly recommended based on the experience of over 200
other Program members. This sequence provides the opportunity to learn Service Operation
first because most people are more familiar with these core concepts, then following
through the ‘Service Lifecycle’, you will cover all the related concepts in sequence and end
with ‘Managing across the Lifecycle’ - as the capstone course of the Program.

You may only start ‘Managing across the Lifecycle’, once the other five Lifecycle courses
have been successfully studied and each exam is successfully passed.

An official ITIL Certificate is awarded for each exam successfully passed; however only one
blue PIN is available after all 5 Lifecycle Exams have been successfully passed. This is the
official structure of pins for ITIL Version 3. In addition, once ‘Managing across the Lifecycle’
has also been passed, you will become a qualified ITIL V3 Expert and receive a separate ITIL
Expert Certificate, unique candidate reference and a new turquoise ITIL Expert PIN.



12 Your Responsibilities

For any major program like this – there are responsibilities that you must uphold and
maintain. We have summarised the key ones below. Our Full Terms of Service are here

12.1 Summary of Terms of Service

You agree to keep your personal portal access details (user ID and Password) to yourself at
all times. Your account is not shareable or transferable to anyone else. It is for you
personally.

You agree that all materials and resources provided herein are for your sole use only and
they may not be re-used, re-purposed, transferred, distributed, re-sold, rented, copied,
made available (electronically or otherwise) or given away.

You agree that you do not have the right or authority to re-use any materials for the
purposes of performing or facilitating any other ITIL training – either online or offline
(classroom).

You agree to protect our intellectual copyrights and property and will not disclose, copy, or
otherwise make available any of the materials provided herein.

You agree to protect the ongoing integrity of the Program by carrying out your
responsibilities as described in this document.

In the event of breaking your responsibilities in our sole opinion, you may be withdrawn
from the Program.

12.2 Your Study and Revision Time

You agree to regularly study and revise according to your preferred study schedule. You
agree to highlight any issues or challenges to us as soon as possible.

You agree to try to complete all six courses within the one year Program timescale.

You agree to pursue the goal of obtaining your ITIL Expert status within the one year period.



12.3 Technology Requirements

You agree to use at least the following minimum technology specification as described
below: -

For Online Training: -

[1] PC or Laptop running at least Windows XP or above, or alternatively a MAC computer;
minimum specification of 128 MB (256MB recommended) RAM and a minimum of a
500MHz Processor.

[2] Minimum Screen Display Size of 15” (17” widescreen or above recommended)

[3] Headphones or speakers connected to your computer – to listen to video tutorials

[4] A Web Browser (IE 6 and above or Firefox) with Adobe Flash Player installed. (Flash
Player 10 recommended)

[5] A reliable Internet connection of at least 1 Mbps - to view video tutorials

For Web Based Exams (in addition to the above): -

[6] Any web cam with a minimum of 640x480 video pixel resolution – including both
external and ‘built-in’ web cams (these are available from as little as $20 from all good
retailers).

[7] A microphone connected to your computer (a web cam that has a built in microphone is
recommended but not mandatory)

[8] Your authority to allow remote access to your computer and screen by the remote (web
cam based) proctor. This is only ever done with your permission via a ‘pop-up’ message on
screen. You simply click ‘yes’ to allow the remote proctor viewing access - where required.

For further details on Web Based Exams please visit:
> http://www.itiltrainingzone.com/itil-exams-explained.html



12.4 Providing Evidence of Previous Certifications

You agree to provide us with copies (scanned or faxed) of your previous and ongoing ITIL
certifications in support of progressing through this Program. This includes your ITIL V3
Foundation certificate and any other ITIL certificates.

12.5 Upholding the Official Exam Rules

You agree to uphold the official ITIL examination rules and regulations including abiding by
the examination rules as set out by Loyalist Certification Services.

You agree to taking your web based examinations at an approved location and you will
uphold the Examination Institutes rules for conducting exams.

You agree that you are solely responsible for any re-sit exam fees that may occur in the
event of failing any exam ($250 USD re-sit fee per exam).

Overall, all web based exam vouchers are valid for 13 months from the date you were
provided with your Program access (your subscription period). After this time all exam
vouchers will expire and no refunds will be possible.

Once you have scheduled a web based exam with a future date, that exam voucher is then
valid for a maximum duration of 3 months from the date you first scheduled the exam for.
This allows for changes to your preferred exam date of up to 3 months.

12.6 Overall Agreement

By registering for, and commencing the Program, you agree to uphold and maintain all of
the above personal responsibilities throughout and after the life of this Program.

Any failure to uphold and maintain your responsibilities, in our sole opinion, may lead to
your suspension or withdrawal from the Program.

The above is a summary – please see our Full Terms of Service here (opens new window).

Continue to read what real people have said about the Program...



14 Customer Feedback
Here is a selection of comments from real IT professionals who joined the first ITIL Expert
program intake in January 2010...

From: Alan Black, Quality Manager.

I have been participating in the ITIL Experts program since late January. As of early May, I have successfully
passed the certification examinations for Service Operation, Service Transition and Service Design course.

The videos, associated Training Guides and course quizzes have been invaluable in helping me to study for
the certification examinations. Each course is broken down into manageable lessons and the Table of
Contents makes it easy to navigate within each lesson, for additional study.

The online video lessons are easy to follow and completely understandable to me, since they are presented
in clear English. The ITIL Training Zone staff has been very responsive to my questions and comments. Tutor
feedback has been very quick, usually within 12 hours, well within the 24 hour expectation.

Independent online training is the only way for me to get certified in the Intermediate modules. First of all,
it fits into my busy schedule. Additionally, I don’t have to commit to a class schedule that has to be
convenient for everyone. The Program Study Trackers, allow me to better plan my study time, since I know
how long each of the modules is, and if I do get interrupted, it is just a matter of either pausing the video
and coming back to it at a later time.

What I enjoy the best are the additional materials; Mind Maps, Design Guidelines and best of all, the free
Bonus course Implementing ITIL. I found some of the items mentioned in the Implementing ITIL course to
be very helpful in studying for the Service Transition certification exam.

To me, this ITIL Expert Program is really good value for the money. This is especially important to me, since
I paid for the course out of my own pocket. I have recommended this program to several of my colleagues,
who are seriously interested in going for their ITIL Expert certification too.

Alan Black, PMP, HISP. Quality Manager. United States.

New! The Online ITIL Expert Program Case Study

• For a deeper dive into this Program
– take a look at this special case study
that was written by one of our recent
ITIL Expert Program Graduates...

Read what other Program Members have to say...



Customer Feedback – continued...

From: Moacy Barros, ITSM Solutions Specialist, Brazil.

The ITIL Expert Program is very clear, well produced and aligned to the core ITIL volumes.
The study guides and courseware perfectly complements all the video tutorials and these
really helped me to consolidate all the key concepts and knowledge.

Online learning is definitely the best approach for me - I am a busy, multi-tasking person
and I don't have time to study during the day. For me, study time all revolves around my
priorities, my family, my job and my other commitments. Whenever I have free time I can
easily access all my course materials and lessons and then study until it’s time to attend to
another priority!

It’s easy to continue my studies from the point I stopped before. Regular classes don't have
this benefit.

The process of scheduling and taking a web based exam is also very simple. I found the
final exam difficulty level to be very similar to the sample exams provided with each course.
Any questions relating to the registration process were all clarified by ITIL Training Zone.
Initially, I was hesitant about taking my Service Operation exam, but after reading about the
experiences of other program members and talking to the team – I realised I was ready.

I passed first time – with a score of 38/40 on my first attempt ;-)

ITIL Training Zone gives me all the support necessary to be successful in my Exams. My
tutor answered my questions very quickly. The team always adds new resources and plenty
of sample exams and more recently they added a new bonus course (Implementing ITIL)
which was released to us, for free. This bonus will be very important for Program members
to gain additional real life tips and experiences in the ITIL world.

What I personally like best about the ITIL Expert Program is the possibility to keep in touch
via the Program forum with specialists like Robin and Claire; they are key ITIL Experts and
practitioners.

Moacy Barros, ITSM Solutions Specialist, Brazil.

Read what other Program Members have to say...



Customer Feedback – continued...

From: Juanita Goad, IT Service Manager, United States.

A classroom based course, that my company enrolled me in last year, cost $7,500
plus travel costs and did not meet my expectations. However, the ITIL Expert
Program costs about half that amount and is exceeding my expectations (I chose the
‘fully inclusive’ option which included all my exam fees).

I originally purchased the ITIL Expert Program in January 2010 because I needed
the knowledge for my position and the classroom course did not meet my
expectations; plus, I had to travel a great distance to attend.

Online learning is better for me because there are fewer distractions, I can study
as time permits, I don't have to travel, and I can participate in the comfort of
my own home or at the office.

As part of the program - I took my Service Operation Exam as a web based exam -
just a few weeks ago and I found the questions did tax my knowledge of the
subject. However, the operation of the web based exam was intuitive and
the online approach to the questions made the web based exam very simple to
operate.

The ITIL Training Zone team are responsive, helpful and supportive. Anytime that I
have had a query, I would contact the team and receive responses almost
immediately. It didn't seem to matter what time of day or night; they always
seemed to be there.

The best thing I like about the program is the comprehensive course materials and
the assistance that seems to motivate you to "keep on keeping on".

The training materials are incredible. They are very comprehensive and of great
value to the Program.

I am excited and enjoying this learning experience like I have never done before
with classroom courses.

Juanita Goad, IT Service Manager, United States.

Next, discover the special bonuses that come with the Program...



15 Two Special Bonuses - for New Program Members
Join the Program before April 2011 and you will also receive these two additional bonus
resources – which perfectly complement the core ITIL Expert Program...

→ Bonus #1 – The “Implementing ITIL” Online Training Program
by Randy Steinberg (Official ITIL Author, ITIL V3 Expert and Consultant)

• Over 9 hours of video tutorials sharing
real world best practices and techniques in
designing, building and implementing
ITIL based service solutions.

• Includes 4 eBooks (online access) which
underpin the video tutorials: Implementing
ITIL, Servicing ITIL, Architecting ITIL and
Measuring ITIL.

• That’s over 1,000 pages of additional advice
and guidance all based on what really works
in the real world today.

• This program has a retail value of $579.00

→ Bonus #2 – The “Expert Success” eBook Library
12 Success eBooks – each focused on unlocking your inner strengths: helping you to
maximize your study time, your personal effectiveness and your learning capabilities.

The 12 eBooks of the “Expert Success” Library: -

• Value-Driven IT - How to boost the business value of IT
• Avoiding Procrastination - How to get even more done
• Get Organized - Simple strategies for getting more organized
• Goals - Unlock your true potential by achieving your goals

• Transforming Your Mind - Awaken and expand your mind
• Positive Thinking - How to unleash your inner success potential
• Your Road To Success - Rediscover your purpose and enjoy more
• 101 Success Steps - Proven methods for achieving higher success

• How To Use Your Mind For Study - Maximizing your retention
• Memory Improvement - How to remember more
• Memory Techniques - Tips for improving how you study and learn
• The Setting Goals Guide - How to achieve your perfect goals

• This full eBook library is yours to download, print-out and keep forever.



16 Program Pricing Options

As someone who has already taken action and registered their interest – we are now in a
position to offer you an amazing offer... currencies will vary by your country location

There are two pricing options – both are available until the registration deadline expires.

Payment Option 1 – The ‘Easy Access’ Package

This special payment option costs a one-time fee of just $1,995 USD.

This option includes: all 6 online training courses, one year’s Program access, full tutor
support and all of the resources and bonuses described in this document.

NOTE: No exams are included in Option 1. Instead, you will purchase separate web based
exam vouchers - as you progress through the Program, at the times you are ready to register
for each exam. Each exam voucher will cost $250 USD (or equivalent in your local currency).

The purpose of Option 1 is to enable people who are self-funding their own education to be
able to afford access to the Program. Exam vouchers can be purchased separately, ‘as and
when’ they are needed. This keeps the initial Program entry cost down.

Alternatively, there is a second payment option: -

Payment Option 2 – The ‘Fully Inclusive’ Package

This option costs just a one-time fee of $3,595 USD and includes all six web-based exams.

So, for a one-time payment of $3,595 USD you will receive one year’s access, all 6 training
courses, all 6 web-based exams fees, plus full tutor support and all of the resources and
bonuses described within this document.

This is the preferred option for many people who are being sponsored and funded by their
organization. You get full peace of mind with this all inclusive package.

To secure your position on this Program – please read on...



17 Secure Your Position on the ITIL Expert Program.

To secure your position on this exclusive Program - you need to do the following:

1. Decide which Payment Option to Take (‘Easy Access’ or ‘Fully Inclusive’)

2. Enrol NOW by Clicking: www.itiltrainingzone.com/expert.html

3. We will follow up with you to process your payment (credit card / invoice).

4. You will see you final price on-screen (or invoice) before purchasing.

5. Your payment needs to reach us before your Program access starts.

Note: We can accept credit card
payments online, or alternatively we can
invoice you or your organization and
receive payment via electronic funds
transfer.

Once your payment is received
we will provide you with a receipt.

Once you are signed up and we have
received your payment we will begin
issuing your course access details.

Use this link to enrol now > www.itiltrainingzone.com/expert.html

All the team are really looking forward to providing
your Online ITIL Expert Training and helping you to
reach your goal of achieving ITIL V3 Expert over the
next year with us. Thanks for reading this guide!


The Online ITIL Expert Training Guide

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The Online ITIL Expert Training Guide