ITIL is the best and most widely used IT Service Management (ITSM) framework in the world. Used in over 150 countries to deliver quality IT services

ITIL Course delivery modes

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ITIL eLearning Course

Enrol for our self-paced ITIL eLearning course and study at your own convenience anywhere you are.

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Enroll for interactive classroom sessions in Nigeria and learn from qualified, certified and accredited trainers

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ITIL Exam in Nigeria

Get to know all about registering for ITIL exam, and sitting the ITIL certification exam in Nigeria.

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What is ITIL?

A proper answer to the question of what is ITIL should start by the expansion or definition of the term ITIL. The word ITIL is formerly an acronym for Information Technology and Infrastructure Library. However, its evolution over the years has made it possible for it to be seen as a word and not as an acronym.

The ITIL methodology can be explained as a framework that uses an integrated set of best-practice processes to select, plan and deliver quality IT services to customers. The essence of ITIL is to improve efficiency in delivering value to customers by aligning the IT resources with the organizational needs and also create a framework for future operations.

ITIL describes the processes, procedures, tasks etc. that are not specific to certain organizations but can be applied to deliver quality and timely value. It also helps organizations maintain a minimum level of competency.

Know more about ITIL

PDU and SEU Credits

This course earns you 15 PDUs within the PMI.
This course earns you 16 SEUs (Category B) within the Scrum Alliance.

PDUs and SEUs can be used toward PMP, PMI-ACP, CSP and other certifications.
The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.

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About ITIL Certification

ITIL History

The ITIL history is one of the fascinating histories of the IT world you can ever read. ITIL, which used to be an acronym for information technology infrastructure library started its journey at the end of the 1980s.

ITIL history started with the dissatisfaction of the British government with the level of IT services provided at that time. The central computer and telecommunication agency (CCTA) which is now known as the office of Government commerce (OGC) had to develop a framework for efficient and quality IT services, at the same time reduces cost. This resulted in the birth of ITIL.

A big part of the ITIL history is the fact that its earliest version was referred to as GITIM (Government Information Technology Infrastructure Management). GITIM was very different from the ITIL we have now, though the concept of IT management and focus on service and delivery is quite similar.

The year 1990 is a big year in ITIL history. Large organizations and government agencies started adopting the framework to improve their IT services and delivery. ITIL gradually increased in popularity, as it was being used in both government and non-government organizations in the UK, USA and the world over.

The year 2000 marked another turning point in the ITIL history. The CCTA merged into the office for Government office, OGC. In the same year, Microsoft adopted ITIL as a tool to develop a proprietary Microsoft Operations Framework (MOF).

Another remarkable event in the ITIL history took place in 2001, when the version 2 of ITIL was released. This version was an upgrade, as the service support and service delivery books were reshuffled and redeveloped into nine (9) logical sets which is more concise and usable format. In the following years, ITIL became the most widely accepted IT service management framework adopted by organizations.

In 2006, the version2 of ITIL glossary was published.  2007 is another great year in the history of ITIL; May 2007 birthed the issuance of the version 3 of ITIL which is also known as the ITIL refresh project. This version is another upgrade and it consists of 26 processes and functions, grouped into 5 volumes. The upgrade emphasizes a life-cycle approach to service management and the integration of IT business. This upgrade is now known as the ITIL 2007 edition.

The OGC announced in 2009, that the ITIL version2 certification would be withdrawn and they launched a consultation as per how to proceed.

The history of ITIL changed again in 2011. The 2011 edition was published in July, as an update to the version published in 2007. It was aimed at resolving the errors and inconsistencies in the text and diagrams across the suite.

After the consolidation of the OGC into the cabinet office, they are no longer regarded as the owner of ITIL anymore.

ITIL is an answer to the question of delivering better IT services.

ITIL Accreditation

Harrybaker Training institute is fully accredited by APMG, a licensed examination body. APMG is licensed by Axelos, the copyright owner of the course.

ITIL Qualifications

The ITIL Qualifications can be simply understood as those channels through which the knowledge of the ITIL Framework is communicated to individuals or organizations that desires to become ITIL certified.

ITIL Qualifications can be said to be six (6) in number. Each of these qualifications offers different level of knowledge according to the ITIL Framework. These qualifications are:

  • ITIL Foundation
  • ITIL Practitioner
  • ITIL Intermediate

This is further classified into two streams, namely:

  • ITIL Service Life-cycle stream
  • ITIL Capability stream
  • ITIL Expert
  • ITIL Master.

Where ITIL has been used

The importance and versatility of the ITIL Framework has made it possible for many organizations to adopt it. As long as the organization has an IT department or uses IT for its operation, it can easily adopt ITIL. ITIL has been used in numerous places, but we will just name a few:

  • Computer industry
  • Telecommunication industry
  • Electrical industry
  • Media
  • Construction industry etc.

ITIL methodology

The success of the ITIL framework adoption is predicated on having a full grasp of the ITIL Methodology. The ITIL Methodology (which is classified into seven (7) ) talks about the flow operation of the ITIL framework and this includes the following:

Service delivery

Service delivery involves all the processes necessary for the successful planning and delivery of quality IT services, and also considers the long term processes associated with improving the quality of IT services delivered to customers. It involves the following:

  • IT Financial Management
  • Capacity Management
  • Availability Management
  • IT Continuity Management
  • Service Level Management

Service Support

Service support concerns the processes involved in the day-in, day-out support and maintenance activities involved in the provision of quality IT services. It includes the following:

  • Change Management
  • Release Management
  • Problem Management
  • Incident Management
  • Configuration Management
  • Service Desk

Planning to Implement Service Management

As the title implies, this entails the proper examination of the challenges and activities involved in the planning, implementing, and improving IT service management processes within an organization. It also tackles the challenges facing cultural and organizational change, the development of a vision and strategy, and provides the best suited method of approach.

Security Management:

Security management involves observing the process of planning and managing a well-structured level of security for information and IT services within an organization. This also involves all aspects of security incidents, the assessment and management of risks and vulnerabilities. It also presents or suggest the implementation of cost-justifiable measures.

Information and Communications Technology (ICT) Infrastructure Management:

This part of ITIL methodology covers all aspects of ICT infrastructure management from the identification of business requirements through the procurement process, to the testing, installation, deployment, and ongoing operation and optimization of ICT components and IT services. It involves the following processes:

  • Network service Management
  • Operations Management
  • Management of local processors
  • Computer installation and acceptance
  • Systems Management


The Business Perspective:

The business perspective provides a perspective as the title suggests or guidance to help IT personnel understand how they can contribute to business objectives within their organizations. It also guides them on how their roles and services can be properly aligned to the immediate need of their organization.

Application Management:

Application Management details how to manage applications from the initial business requirement through all the stages in the application life-cycle, up to retirement. It defines the necessity of ensuring that IT projects and strategies are strictly aligned with those of the business through the application life-cycle.

ITIL Process Model

The ITIL Process Model details how the ITIL Methodology works from one phase or stage to the other until the model runs its full course. The ITIL Process model can also be referred to as the ITIL service life-cycle or ITIL framework and it comprise of the following components:

  • ITIL Service strategy
  • ITIL Service Design
  • ITIL Service Transition
  • ITIL Service Operation
  • ITIL Continual Service Improvement

The five components listed above are made up of subcategories such as Financial management, Change management, Incident management, Events management, Capacity management, Availability management, Supplier management, Demand management etc.

All of the components of the ITIL Process model makes an effective Information Technology Service Management (ITSM) possible.

ITIL has been identified across various service industries to aid efficient and effective quality service delivery to IT users. Thus, a proper understanding of the ITIL Process Model gives an individual perspective to each component inherent in the model/framework.

ITIL Exam Prerequisites

The ITIL Exam prerequisites or eligibility criteria are the necessary requirements that the prospective ITIL candidates must fulfill before qualifying to take any of the ITIL Certification exams. Since the ITIL certifications are in different, the eligibility criteria are also different and they include:

ITIL Foundation

Eligibility Criteria

This level of ITIL certification has no specific perquisite/eligibility as it is the entry level.

ITIL Practitioner

Eligibility Criteria

This requires that you hold an ITIL foundation certification to qualify.

ITIL Intermediate

Eligibility Criteria for ITIL Intermediate service lifecycle

  • 2 credits from the ITIL Foundation certification examination.
  • 21 contact hours of instruction for the syllabus with an accredited training organization.
  • Two years of work experience in ITSM is recommended.

Eligibility Criteria for ITIL Intermediate service capability

  • 2 credits from the ITIL Foundation certification examination.
  • 30 contact hours of instruction for the syllabus with an accredited training organization.
  • Two years of work experience in ITSM is recommended.

ITIL Managing Across the Lifecycle (MALC)

Eligibility Criteria

  • 17 credits, which represents a balanced study of ITIL concepts.
  • These 17 credits are made up of:
  • 2 credits from ITIL Foundation and
  • A minimum of 15 credits from ITIL Intermediate Service Lifecycle/Service Capability or complementary qualifications.
  • Have at least 30 hours of formal instruction from an accredited training organization.

ITIL Expert

Eligibility Criteria

  • A total of 22 credit These 22 credits are broken into:
  • 2 credits from ITIL Foundation;
  • a minimum of 15 credits from ITIL Intermediate levels, including
  • a maximum of 6 credit values from complementary certifications if required; and
  • 5 credits from ITIL MALC.
  • You must have a balanced knowledge across the ITIL Service Lifecycle.

ITIL Master

Eligibility Criteria

  • ITIL Expert certification
  • Five years of work experience in IT service management in managerial, leadership or higher/senior management advisory level roles.
  • Hands-on involvement in implementing ITIL practices and must be able to provide adequate proof of your role in these assignments.

ITIL Exam Format

The ITIL Exam Format is unique to each of the qualification ITIL offers. Prospective candidates should take note of these differences as stated below:

ITIL Foundation certification

  • Multiple choice examination questions
  • 40 questions
  • 26 marks required to pass (out of 40 available) – 65%
  • 60 minutes’ duration
  • Closed book.

ITIL Practitioner certification

  • Multiple choice examination questions
  • 40 questions
  • 28 marks required to pass (out of 40 available) – 70%
  • 135 minutes’ duration
  • Open book.

ITIL Intermediate certification

This level of ITIL exam format is quite different from the others. It is based on the various courses it offers as separated into two modules:

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes’ duration
  • Closed book.


  • Multiple choice examination questions
  • 10 questions per paper
  • 35 marks required to pass (out of 50 available) – 70%
  • 120 minutes’ duration
  • Closed book.

ITIL Expert certification

  • Multiple choice questions:
  • 10 questions for each of the papers
  • Need to score 70% (35 out of 50)
  • 120 minutes’ duration
  • Closed book.


  • Interview Q&A  – 45 minutes by the two Assessors
  • 5 minutes to answer each question, no more!
  • Closed book, only your Work Package
  • Physically (UK) or (UK) or video -conference with local Invigilator
  • Assessors decide of the questions according to what they have read from your Work Package.

ITIL Benefits


  • ITIL provides a perfect framework that helps organizations to identify, plan, deliver and support IT services.
  • It is adaptable and applicable to any form of business or organization.
  • IT helps to greatly reduce cost and by establishing cost-effective systems for managing services demands.
  • It grants organizations a competitive advantage as it helps to reduce cycle time for projects and changes by 30-50%.
  • Effectively manage risks from unforeseen or late changes and also prevents service disruption failure.



ITIL certification increases individual’s prospects

It sharpens individual’s skill making him a sought after ITSM Professional

It educates individuals with all the ITSM common languages and usability.

It is one sure way for IT Personnel increase their income

It empowers you to manage business risks and also have a great customer relationship.

ITIL Exam Process

The ITIL Exam Process is not independent on the mode of taking examination selected by the candidates. ITIL Exams can be taken through the following avenues:

  • Computer Based Testing – Online Exam sitting
  • Paper-based Exam – Traditional Exam center

Computer Based Testing ITIL Exam -Online Exam sitting

The ITIL Exam Process for candidates who want to take their exams online is as follows:

  • Online registration with the license examination Institute.
  • You will be sent an email confirming your registration and requesting you to create an account
  • Click on the link sent to you to create an account with the exam Institute using usernames and passwords that can be easily remembered when needed.
  • After creating your account, the next thing is to start preparing for the exams (which you can write within the next 90 days).
  • When you are ready to write the exams, go back to the confirmation email sent to you earlier and follow the link in it to login for the exams.
  • Take the exams and ensure you click the submit option when done. However, if you didn’t finish before the time runs out, not to worry it will automatically submit to you.


Paper-based ITIL Exam – Traditional Exam Centre

This involves sitting for ITIL Exams in an accredited exam center. It involves taking the exams using an OMR sheet and a pencil for shading the preferred answers.

What should I do next?

  • Contact Harrybaker Training Institute.
  • Inquire about our service offerings and choose the ones that best suit you.
  • Register appropriately.
  • Attend the training sessions.
  • Prepare adequately for the exams.
  • Take the exams and be successful at it.
  • Become ITIL Certified.


What is the meaning of ITIL?

The ITIL methodology can be defined as a framework that uses an integrated set of best-practice processes to select, plan and deliver quality IT services to customers. The essence of ITIL is to improve efficiency in delivering value to customers by aligning the IT resources with the organizational needs and also create a framework for future operations.



What are the ITIL Courses?

  • ITIL Foundation
  • ITIL Practitioner
  • ITIL Intermediate
  • ITIL Expert
  • ITIL Master

Who are the persons that can take ITIL Course?

ITIL Courses can be taken by anyone who is interested. However, to further elucidate this, we have classified the ITIL target audience into the following:

  • Those who require a basic understanding of the ITIL framework
  • Those who need understanding of how ITIL can be used to enhance IT service management within an organization
  • IT professionals or others working within an organization that has adopted and adapted ITIL and who needs to be informed about, or contribute to, ongoing service improvement.

Is this course accredited?

Yes, Harrybaker Training Institute is fully accredited by APMG to train individuals on this course and also administer exams.

How can I know more about ITIL?

You can know more about ITIL by registering for the classroom training or subscribing to the eLearning platform.

How can I enroll for the ITIL Course?

Individuals who wants to register, can do so with Harrybaker Training Institute by clicking here.

 What is the structure of ITIL Exams?

The structure of ITIL Exams is based each of the qualifications, ITIL Offers. Please click here to read more on the ITIL exam formats.

Is ITIL only applicable to IT projects?

ITIL can be used by all organizations regardless of theme and business focus.



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Harrybaker training institute stands out with our certified trainers. They have over 14 years of both classroom and industry experience and can have been using their wealth of experience to educate and equip candidates for exam success and professional success.

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At Harrybaker, we count ourselves as successful when our candidates do not only pass the certification exams, but also explain in clear details all they have learnt during their training.

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All the professional courses we offer at Harrybaker are fully accredited by the licensing body. We do not want to put the professional future of our candidates in jeopardy, so we ensured all our courses are fully accredited.

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Work Experience

Deji is a result-driven Project Director with over 17 years of delivering value to organizations such as: Murray international Group, BskyB, Vodafone, Charteris Plc, CDA Solutions, ChevronTexaco, Gateway Bank and UACN

He is also an international coach, mentor, consultant and trainer in Change Management, who has driven the skills and expertise in PPM (Portfolio, Programme, Project, Risk and Value Management) and ITSM (IT Service Management and Governance) for over 15 years.

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