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ITIL Capability Expert

The ITIL Expert level of qualification is aimed at those individuals who are interested in demonstrating a superior level of knowledge of the ITIL Scheme in its entirety. You will learn to use IT as a way to improve, transform and grow the business, as well as create a more efficient working environment with contingencies in place.

The online ITIL Expert course is the high quality path and rich experience to ITIL Expert. The fee for the ITIL Expert exams are included with this course.

The ITIL courses are offered by IT Training Zone Ltd., an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Ltd., used under permission of AXELOS Limited. All rights reserved.

12 Months / 150 Course Hrs
Open enrollment

Offered in Partnership with your Preferred School

George Mason University

Why this school? It's been chosen based on your location or if you've visited this school's website. Change School

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Include Voucher: Access to certification exam

Self-paced. Study at your own schedule

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Self-paced. Study at your own schedule

Contact Us for additional information

ITIL Capability Expert

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Details + Objectives

Course Code: GES351

What You Will Learn
  • Learn the ITIL Scheme in its entirety
  • Create a more efficient working environment with ITIL contingencies in place
  • Understand how to grow a business using ITIL capabilities
  • Work toward becoming an ITIL expert
How the course is taught
  • Self-paced, online course
  • 12 months to complete
  • Open enrollment, begin anytime
  • 150 course hours
How you will benefit
  • Master the day-to-day processes involved in IT management and become eligible for a career in the field
  • Develop a leadership style that will enable you to work more effectively within a team
  • Grow your business through employing effective IT management strategies
  • Demonstrate a master knowledge of ITIL Scheme to potential employers


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ITIL Release, Control, and Validation

Receive an introduction to RCV, learn about change management, service assets, service validation, request fulfillment, knowledge management, roles and responsibilities, and release and deployment management.

ITIL Service Offerings and Agreement

Learn about service portfolio management, catalogue management, level management, demand management, and financial management.

ITIL Operational Support and Analysis

Discuss event management, incident management, request fulfillment, problem management, access management, the service desk, functions and roles, and technology implementation.

ITIL Planning, Protection, and Optimization

Study demand management, capacity management, availability management, information security management, IT service continuity management, and implementation best practices.

ITIL Management Across the Lifecycle

Discuss service lifecycle key concepts, communication and stakeholder management, process integration, service management, governance and the organization, measurement, and how to improve service management offerings.

Implementing ITSM

Complete this course by learning about service management visioning, ITSEM assessment, planning, initial wins, design, and transition.

  1. ITIL Release, Control and Validation
    1. Introduction to RCV
    2. Change Management
    3. Service Asset and Configuration Management
    4. Service Validation and Testing
    5. Release and Deployment Management
    6. Request Fulfilment
    7. Change Evaluation
    8. Knowledge Management
    9. Roles and Responsibilities
    10. Technology and Implementation
    11. Sample Exam
    12. Practice Exams
  2. ITIL Service Offerings and Agreement
    1. Introduction to SOA
    2. Service Portfolio Management
    3. Service Catalogue Management
    4. Service Level Management
    5. Demand Management
    6. Supplier Management
    7. Financial Management
    8. Business Relationship Management
    9. Technology and Implementation
    10. Sample Exam
    11. Practice Exams
  3. ITIL Operational Support and Analysis
    1. Introduction to OSA
    2. Event Management
    3. Incident Management
    4. Request Fulfilment
    5. Problem Management
    6. Access Management
    7. The Service Desk
    8. Functions and Roles
    9. Technology and Implementation
    10. Sample Exam
    11. Practice Exams
  4. ITIL Planning, Protection and Optimisation
    1. Introduction to PPO
    2. Demand Management
    3. Capacity Management
    4. Availability Management
    5. Information Security Management
    6. IT Service Continuity Management
    7. Technology and Implementation
    8. Sample Exam
    9. Practice Exams
  5. ITIL Managing Across the Lifecycle
    1. Service Lifecycle Key Concepts
    2. Communication and Stakeholder Management
    3. Process Integration Across the Lifecycle
    4. Managing Services Across the Lifecycle
    5. Governance and the Organisation
    6. Measurement
    7. Implementing and Improving Service Management
    8. Sample Exam
    9. Practice Exams
  6. Implementing ITSM
    1. IT Service Management Visioning
    2. ITSM Assessment
    3. ITSM Planning
    4. ITSM Initial Wins
    5. ITSM Design
    6. ITSM Transition
    7. Ongoing Improvement
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Instructors & Support

Claire Agutter

Claire Agutter is passionate about all things IT service management and brings this to her role as an instructor. Using her background as an IT service management practitioner and consultant, Agutter manages a number of courses to ensure they directly support career goals.




Candidates need to have an ITIL Foundation certificate in order to enroll to the ITIL Expert training.


Hardware Requirements:

  • This course can be taken on either a PC or Mac.
  • A reliable Internet connection of at least 1 Mbps – to view video tutorials.
  • Headphones or speakers connected to your computer – to listen to video tutorials.
  • Any web cam with a minimum of 640×480 video pixel resolution – including both external and built-in web cams.
  • A microphone connected to your computer.

Software Requirements:

  • PC: Windows 8 or later.
  • Mac: OS X Snow Leopard 10.6 or later.
  • Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
  • Authority to install software on your computer.
  • Adobe Acrobat Reader. Click here to download the Acrobat Reader.
  • Software must be installed and fully operational before the course begins.


  • Email capabilities and access to a personal email account.
Advanced Career Training

ITIL Capability Expert

with Claire Agutter

The online ITIL Capability Expert training is the perfect way for seasoned IT professionals to prepare for the ITIL Expert certification exam.

Course Code: GES351

  • Finance Options Available
  • 150 Course Hrs
Instructional Materials

The instructional materials required for this course are included in enrollment and will be available online.


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Can I register for a course if I am an international student?

Yes, ed2go courses are completely online. However, keep in mind that not all certifying bodies or industry-specific certifications are recognized internationally. Please review your country's regulations prior to enrolling in courses that prepare for certification.

Does this course prepare for a certification?

Yes, you will be prepared for the ITIL Expert Lifecycle Intermediates (ITIL Service Strategy, ITIL Service Operation, ITIL Service Design, ITIL Service Transition, ITIL Continual Service Improvement) and MALC (ITIL Managing Across the Lifecycle).

When can I start the course?

This course is open enrollment, so you can register and start the course as soon as you are ready. Access to your course can take 24-48 business hours.

How long does it take to complete this course?

This course is self-paced and open enrollment, so you can start when you want and finish at your own pace. When you register, you'll receive twelve (12) months to complete the course.

What if I don't have enough time to complete my course within the time frame provided?

The time allotted for course completion has been calculated based on the number of course hours. However, if you are unable to complete the course, contact your Student Advisor to help you work out a suitable completion date. Please note that an extension fee may be charged.

What kind of support will I receive?

You may be assigned with an instructor or team of industry experts for one-on-one course interaction. Your support will be available (via email) to answer any questions you may have and to provide feedback on your performance. All of our instructors are successful working professionals in the fields in which they teach. You will be assigned to an Advisor for academic support.

What happens when I complete the course?

Upon successful completion of the course, you will be awarded a Certificate of Completion.

Am I guaranteed a job?

This course will provide you with the skills you need to obtain an entry-level position in most cases. Potential students should always do research on the job market in their area before registering.

Can I get financial assistance?

This course is non-credit, so it does not qualify for federal aid, FAFSA and Pell Grant. In some states, vocational rehab or workforce development boards will pay for qualified students to take our courses. Additionally, some students may qualify for financial assistance when they enroll, if they meet certain requirements. Financing is available from select schools. Learn more about financial assistance.

How can I get more information about this course?

If you have questions that are not answered on our website, representatives are available via LIVE chat. You can also call us at 1-877-221-5151 during regular business hours to have your questions promptly answered. If you are visiting us during non-business hours, please send us a question using the "Contact Us" form.

What is the difference between ITIL Capability Expert and ITIL Lifecycle Expert?

ITIL Capability Expert is geared towards practitioners, while ITIL Lifecycle Expert is geared towards managers and includes one more course than ITIL Capability Expert.

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About Certification


AXELOS is an international organization concerned with best practices for industries such as project and program management, IT service management, and cyber security. They seek to develop communities for various facets of best practices and help those communities learn and grow. They do this through various certifications, as well as membership resources such as templates and toolkits. The AXELOS ITIL®, PRINCE2®, MSP®, and RESILIA™ methodologies are globally recognized, and earning a certification in these areas could be the boost your business or IT career needs.