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The ITIL Trainers Association offers the following products and services in the area of IT Service Management:

The development and exchange of Intellectual Capital is considered to be the core capability of ITA. To support all IT Service Management Professionals in the field ITA will generate in fact anything they need to support their job. The initial Intellectual Capital Database setup is formed based on the knowledge and experience of the founders, their advisors, former ITIL students and an initial survey. From scratch however, ITA members can continuously state their need for data. The research department of ITA is appointed fulltime to generate new Intellectual Capital based on their needs and based on Requests for Research from customers. Eventually the members will benefit from the latter also. Intellectual Capital can be considered very broad initially ITA provides:

  • Core ITIL knowledge represented by the ITIL books online
  • Detailed ITIL process schemes
  • ITIL forms as Request for Change, Post Implementation Review, etc.
  • ITIL templates as e.g. a Service Level Agreement
  • ITIL plans as e.g. Capacity plan, Availability plan. IT Continuity plan, Service Improvement plan, etc.
  • ITIL implementation roadmaps. Complete and detailed roadmaps for any process.
  • Documents and plans to audit the ITIL service Management organization. Assessment forms and documents.
  • Real life case examples
  • KPI's per process
  • Hints and tips per process
  • Information on Tooling
  • IT service management data, like rules of thumb, benchmark data, cost figures
  • Data regarding the cost involved with implementation and the benefits to be achieved based on real life cases or industry data.
  • Industry data
  • White papers
  • Education Material
  • Certification education

Additional Intellectual Capital can be derived from ITA alliances with institutes as Gartner, Isaca, MetaGroup, itSMF, EXIN, ISEB, OGC, etc. ITA aims to achieve a global membership status with these organizations which will give our members full access to all their data.

ITIL training is considered to be one of the core capabilities of ITA. The founders and the ITA certified trainers have extensive experience in executing ITIL training all over the world for more than a decade. Not only this, but also their practical experience in implementing ITIL, managing processes an acting in an IT Management environment as a consultant, project manager or line-manager, gives ITA a competitive advantage compared to many other training organisations. This is also reflected in the training materials developed by ITA. They do not only provide the latest information from the field of IT Management, but also offer outstanding educational value due to a format with different work methods and the philosophy of "Action Learning". We believe the trainer and his performance is essential to the quality of the course. The training materials give the student a possibility to reread and study the content of the training afterwards to prepare for the exam. In addition to the training we offer the possibility to extend the training till the examination date by means of E-learning. Our unique approach in ITIL training combine a high customer satisfaction for the training (90% and up) with a high passing rate for the exams ( a minimum of 10% above the average with a maximum of 100%).

The Apollo13 ITIL game is a product derived from the ITIL training demand where customers and vendors seek to find another method of teaching ITIL. Appolo13 is also based on the concept of action learning and therefore considered to be a product which suits the demand and the philosophy of ITA.

Peer Consulting is aimed only at certified professionals. Sharing knowledge and consult each other on a bases of fellow membership is supported and facilitated by ITA. We will provide the means and the data to find each other and to contact each other to share knowledge. The concept is similar to peer to peer file sharing with the addition that latest concepts provide a status to the ones actively sharing and blocks the ones that don't. If a professional is searching for specific hands on knowledge he can search for a colleague with the appropriate experience and consult him. Another option is to challenge your plans or documents or ask for a second opinion. Actually it's all up to the members; ITA only facilitates and guards the process.

Request for Research can be requested by any of our customers or any of our members. Customers like non-member individuals or Organizations will pay a commercial rate, members will receive a substantial discount on this. ITA will use their Research Capabilities to find or generate the data or the requested document, template or whatsoever. If necessary we will found investigation or survey to generate the Intellectual Capital needed. In this case ITA will provide benefit not only to our direct customer, but also to our members and eventually the total field in the area of IT Service Management.

"The ITA Professional Development Program for IT professionals" consists of a number of ways to improve the capabilities of the IT professional in the field. Like within the ITIL Service Managers education, not only knowledge but also skills are regarded as essential to the success of the IT professional. Most professionals within IT come from a technical background and lack management skills. In roles as sales, consultant, project manager, line manager or Service Manager, these skills are crucial. Same like swimming this is not learnt from a book. This program includes training, on the job coaching, "ITIL trainer's internship" and finally certification. The topics of this program are:

  • Effective Communication
  • Personal Effectiveness
  • Discussion techniques
  • Meeting skills
  • Presentation skills
  • Consulting led selling
  • Leadership

A recent survey held among Service Management professionals showed these skills were essential to success and most commonly lacking among Service Managers.
ITIL Trainers require the same skills to be able to teach others. This program will lead the professional to potentially become an ITIL trainer and as an ultimate experience be one, preferably in another country or region, just for fun and maybe to learn something about cultural differences as well. Of course this is all executed under the guidance of a certified lead trainer.
Internship means an ITIL certified practitioner from the field will follow a "Train the trainer workshop" with ITA and if successfully passed the end terms, he will be a co-trainer for a commercial ITIL training. This will offer the professional a change to get practical experience in training ITIL, managing groups, speaking in front of an audience and handling workshops. On the other hand, the students will benefit from his practical experience from the field. This has proven to be the most appreciated topics of ITIL training among students. Together this is a winning situation for the professional, his employer and for the students.
© ITIL Trainers Association 2005