The Challenge

Achieving professional certification in ITIL IT service management isn't a walk in the park - yet, for Atos, as with many other companies, high examination pass-rates are important. Passing the ISEB (Independent Systems Examination Board) examination provides evidence of having the skills required to properly utilise the ITIL framework within the workplace - and, of course, it's an indication of successful training.


Atos is a leading international IT services company with worldwide revenues of over €5.5 billion and 50,000 staff in 40 countries.

In the UK, Atos has more than 7000 staff and revenues of over €1 billion, derived through business consulting, systems integration, managed operations and medical services.

The Solution

So, when Atos in the UK trusted QA, to provide all of its ITIL training, results were an important consideration - not that Atos needed to worry, since QA's pass rates for ITIL service management are among some of the highest in the training industry. Atos had experienced this first hand, because QA had been providing training to the company for several years - including training almost 80 people on ITIL in the previous year.

To provide the most effective training route for those learning ITIL Foundation, a blended learning programme was chosen - to maximise learning while minimising time out of the office. This combined 16 hours of e-learning from Atos' pre-existing e-learning portfolio (thus reducing costs) with an intense day's classroom training and coaching. Also, during the e-learning phase, learners had access to practice tests - so that they could assess their readiness to take their examinations.

The one day of classroom training - reduced from three for the full Foundation course - comprised of a revision session, coaching on examination best practice - and then the actual ISEB examination itself.

We can't understate the success of this ITIL training programme. With examination pass-rates that simply can't be bettered, QA has done an outstanding job in providing our people with the service management skills we need- in the most cost-effective way possible - and with no loss of results.

Cheryl Cumberworth

eLearning and Support Manager | Atos

The Outcome

The approach could not have been more successful. So far around 65 people have attended the programme - and the examination pass rate at Foundation level has been a staggering 100%.

The training took place at QA's nationwide network of training centres around the UK - and, where needed, at Atos' offices. QA also provided Atos with management reports - detailed information about candidates' progress and pass rates.

Successful candidates can, where required, move on to learn ITIL at practitioner and management level - through an extensive schedule of training courses, again provided by QA, available around the UK.

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