ITIL Certification

ITIL Certification – IT Service Management

ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth. ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme. ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organizations' growing dependency on IT and embodies best practices for IT Service Management.

Benefits

Benefits for Individuals
  • Provide a practical framework for identifying, planning, delivering and supporting IT services to the business.
  • Increase business productivity, efficiency and effectiveness through more reliable IT services.
  • Define processes with clearly documented accountability for each activity to increase efficiency.
  • Enable a business to keep pace with change and drive business change to its advantage.
  • Help employees to focus on the needs of the customers and user experience rather than spending too much time on technological issues.
Benefits for Organizations
  • Align IT services with business priorities to achieve strategic objectives.
  • Increase value from the service portfolio while reducing costs and risk.
  • Enable successful business transformation and growth with an increased competitive advantage by defining and managing the customer and service portfolio.
  • Increase competence, capability and productivity of IT staff and better utilize the skills and experience of staff.
  • Improve user and customer satisfaction with IT as well as the end-user perception and brand image.
ITIL® is a registered trademark of AXELOS Limited.

Courses

  1. Foundation Level- (ITIL Foundation 2011 Edition)
  2. Intermediate Level
  3. Managing Across the Lifecycle (MALC)- ITIL Expert
  4. ITIL Master
  5. ITIL® Practitioner

1. Foundation Level – (ITIL Foundation 2011 Edition)

This course covers the latest version of core ITIL® best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL® 2011 Edition.

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that you have gained knowledge of the ITIL terminology, structure and basic concepts and have comprehended the core principles of ITIL practices for Service Management.

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What You Will Learn

After completing the ITIL foundation course and exam, you will have gained knowledge and understanding in the following areas:

  • Service management as a practice
  • The ITIL service lifecycle
  • Generic concepts and definitions
  • Key principles and models
  • Selected processes
  • Selected functions
  • Selected roles
  • Technology and architecture
  • Competence and training

Who Should Attend?

IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

At Course Completion

At the end of this course, you will be able to: Identify the principles and concepts of IT Service Management based on ITIL. Identify the best practices of implementing ITIL in an organization. Define the terminology used in ITIL Identify the concepts and definitions used in the Service Lifecycle. Define Service Strategy concepts Define Service Design concepts Define Service Operations concepts Define Service Transition concepts Define Continual Service Improvement concepts Define the roles, processes, and components within key areas of IT Service Management based on ITIL Prepare the student to take the ITIL Foundation Certification exam Credits: Upon successfully achieving the ITIL Foundation certificate, the student will be recognized with 2 credits in the ITIL® qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 21

Exam Format

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

Course Outline

Lesson 1: Introduction

  • Introduction/Housekeeping
  • Introduction to key ITIL® concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach

Lesson 2: Service Strategy

  • Purpose, goal, objectives & Scope
  • Value Creation through Services
  • Assets – Resources and Capabilities
  • Service Strategy – Main activities
  • Service Strategy processes
  • Service Portfolio management
  • Demand management
  • Financial management
  • Business Relationship Management

Lesson 3: Service Design

  • Purpose, goal, objectives & Scope
  • Service Design processes
  • The 4 P’s
  • Service Design aspects
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Service Portfolio
  • Information Security Management
  • Supplier management
  • Design Coordination

Lesson 4: Service Transition

  • Purpose, goal, objectives & Scope
  • Service Transition value to the business
  • Technology and architecture in Service Transition
  • Service Transition Processes
  • Change Management
  • The 7 R’s of Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management

Lesson 5: Service Operation

  • Purpose, goal, objectives & scope
  • Service Operation definitions
  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
  • Service Operations Processes
  • Event Management
  • Request Fulfillment
  • Problem Management
  • Access Management

Lesson 6: Continual Service Improvement

  • Purpose, goal, objectives & scope
  • Models and Processes
  • The Deming Cycle
  • Measurement and metrics
  • Continual Service Improvement activities
  • Risk management
  • Continual Service Improvement interfaces
  • Interface with Service Level Management

Lesson 7: Exam Preparation

  • Sample Exams
  • Feedback
  • Recap

2. Intermediate Level

ITIL Intermediate level has a modular structure with each module holding a different focus. You can take as few or as many Intermediate certificates as you require, to suit your needs. The Intermediate modules go into more detai
l than the Foundation level, and is an industry-recognized certification.

All higher level ITIL examinations require a candidate to complete mandatory accredited training before being able to take the examination.

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There are two modules under ITIL Intermediate Training:

Lifecycle Stream – 5 individual certificates built around the five core OGC (now Cabinet Office) titles.

1.ITIL® Intermediate Continual Service Improvement 2011 Edition

Course Overview

The ITIL® CSI (Continual Service Improvement) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Continual Service Improvement intermediate exam.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Continual Service Improvement phase of the ITIL® Lifecycle as well as the processes, functions and activities required to apply them.

Duration

  • Classroom Learning – 4 Day(s)

At Course Completion

At the end of this course, you will learn: – The purpose and objectives of Continual Service Improvement – How Continual Service Improvement integrates with the stages in the Lifecycle – How Continual Service Improvement depends upon an understanding of change within an organization – The nature of the activities and the skills required for the 7 step improvement process – How tools can assist some or all of the activities in the Continual Service Improvement process – The effects on an organization of the challenges facing Continual Service Improvement.

Lesson 1: COURSE INTRODUCTION

  • Purpose and objectives of Continual Service Improvement
  • Scope of Continual Service Improvement
  • Approach to Continual Service Improvement
  • Interfaces with other ITIL Lifecycle stages

Lesson 2: PRINCIPLES

  • How the success of CSI depends upon an understanding of change upon an organization
  • How CSI drives the adoption of, and is influenced by, Service Level Management
  • How the Deming Cycle is critical to both the implementation and application of CSI
  • Effective use of the various aspects of Service Measurement
  • Knowledge Management and improvement initiatives
  • CSI and good governance where goals are aligned and good management is achieved.
  • How frameworks, models, standards and quality systems fully support the concepts embodied in CSI

Lesson 3: PROCESSES

  • The 7-step improvement process.
  • How CSI integrates with the other stages in the Service Lifecycle
  • Service Reporting and articulate reporting policies and rules
  • Service Measurement
  • The importance of properly defining metrics and measurements
  • The concept of Return on Investment for CSI and how to create a return on investment, establish a business case and measure the benefits achieved
  • The various Business questions for CSI
  • The relationship between CSI and Service Level Management

Lesson 4: METHODS AND TECHNIQUES

  • What to assess and when
  • Using gap analysis to identify areas with room for improvement
  • Benchmarking
  • Measuring and Reporting frameworks such as the BSC and SWOT analysis
  • The Deming Cycle
  • The relationships and interfaces with other service management processes
  • Effective use of availability management techniques by CSI
  • Effective use of capacity management techniques by CSI
  • ITSCM requirements and using Risk Management to identify areas for improvement
  • Support from Problem management

Lesson 5: ORGANIZATION

  • The nature of the activities and the skills required for the 7-step improvement process
  • The responsibilities, skills and competencies for Service Manager, CSI Manager, and Service Owner
  • How authority matrices (RACI) can very used when defining communication procedures in the CSI process

Lesson 6: TECHNOLOGY CONSIDERATIONS

  • How the following tools can be used to assist some or all of the activities of the Continual Service Improvement process
  • IT service management suites
  • System and network management
  • Event management
  • Automated Incident/Problem resolution
  • Performance Management
  • Statistical Analysis tools
  • Project and Portfolio Management
  • Financial management
  • Business Intelligence reporting

Lesson 7: IMPLEMENTATION AND IMPROVEMENT

  • Where to start
  • The role of Governance to CSI
  • The effect of Organizational Change for CSI
  • A Communications strategy and Plan

Lesson 8: CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • The effects on an organization of the challenges facing Continual Service Improvement
  • The appropriate critical success factors for Continual Service Improvement
  • The potential impact if the risks associated with implementing CSI
  • The potential value to business, benefits and costs

Lesson 9: EXAM PREPARATION

  • 2 Sample Exams
  • Feedback
  • Recap

2. ITIL® Intermediate Service Strategy 2011 Edition

Overview

Students will learn the SS (Service Strategy) part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Strategy Intermediate exam.

Who Should Attend:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle.

Duration:

  • Classroom Learning – 4 Day(s)
  • Online LIVE – 4 Day(s)

At Course Completion:

With completion of this course, you will learn: – The logic of value-creation within the context of the ITIL® Service Lifecycle – Strategic assets of an organization and their performance potential for serving particular customers or market spaces (internal or external) – Formal definitions of services suitable for planning and execution across the Service Lifecycle – Service valuation, demand modeling, service provisioning and analysis, and business impact analysis – Service Portfolio Management, methods, and processes related to service management and services – High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle – How Service Strategy is driven through and informed by other elements of the Service Lifecycle.

Lesson 1: INTRODUCTION TO SERVICE STRATEGY

  • Objectives – Full understanding of service strategy terms and core concepts.
  • The purpose, goals and objectives of service strategy
  • The scope of service strategy
  • The value to the business
  • The context of service strategy in relation to all other lifecycle stages.

Lesson 2: SERVICE STRATEGY PRINCIPLES

  • Objectives – The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The ability to decide on a service strategy
  • How to utilize the four Ps of service strategy
  • How to define services, create value and leverage the combined use of utility and warranty
  • How to use service economics and sourcing strategies when meeting business outcomes.

Lesson 3: SERVICE STRATEGY PROCESSES

  • Objectives – The knowledge, interpretation and analysis
    of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
  • The purpose, scope and objectives of each service strategy process and how they link to value for the business.

Lesson 4: GOVERNANCE

  • Objectives – The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.

Lesson 5: ORGANIZING FOR SERVICE STRATEGY

  • Objectives – The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The ability to create an organizational design using the relevant development and departmental methods.

Lesson 6: TECHNOLOGY CONSIDERATIONS

  • Objectives – The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.

Lesson 7: IMPLEMENTING SERVICE STRATEGY

  • Objectives – The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes).

Lesson 8: CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Objectives – The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The ability to provide insight and guidance for strategic challenges, risks and critical success factors.

Lesson 9: EXAM PREPERATION

  • Sample Exams
  • Feedback
  • Recap

3. ITIL® Intermediate Service Operation 2011 Edition

Overview

This course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Operation intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL® Service Operation phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

Duration

  • Classroom Learning – 4 Day(s)
  • Online LIVE – 4 Day(s)

At Course Completion

At the end of this course, you will learn: – The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle – The operational activities of processes covered in other Lifecycle phases – Service Operation Processes – Organizational issues including: Functions, Groups, Teams, Department and Divisions – Service Operation Activities – Service Operation Technology Considerations and Requirements – Planning and Implementing Service Management Technologies – Managing Change in Service Operations – Challenges, Critical Success Factors and Risks

Lesson 1: COURSE INTRODUCTION

  • The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Operation
  • The ITIL processes primarily covered in Service Operation
  • The functions within Service Operation
  • The value to the business

Lesson 2: PRINCIPLES

  • Organizational issues including: Functions, Groups, Teams, Department and Divisions
  • Achieving balance in Service Operations
  • Providing Service
  • Involvement in Design and Transition
  • Operational Health
  • Communication
  • Documentation

Lesson 3: PROCESSES

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • The operational activities of processes covered in other Lifecycle phases
  • Change Management
  • Configuration Management
  • Release Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management
  • IT Service Continuity Management

Lesson 4: ACTIVITIES

  • Monitoring and Control
  • IT Operations
  • Mainframe Management
  • Server Management and Support
  • Network Management
  • Storage and Archive
  • Database Management
  • Directory Services Management
  • Desktop Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • IT Security Management in relation to Service Operation
  • Improvement of Operational Activities

Lesson 5: ORGANIZATION

  • Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Roles and Responsibilities
  • Service Operation Organizational Structures

Lesson 6: TECHNOLOGY CONSIDERATIONS

  • Generic Requirements
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk

Lesson 7: IMPLEMENTATION AND IMPROVEMENT

  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operations
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies

Lesson 8: CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Challenges, Critical Success Factors and Risks

Lesson 9: EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

4. ITIL® Intermediate Service Design 2011 Edition

Overview

The student will learn the SD (Service Design) part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Design Intermediate exam as well as proving valuable workplace knowledge.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Design phase of the Lifecycle and the affected processes, functions and activities and their application.

Duration

  • Classroom Learning – 4 Day(s)
  • Online LIVE – 4 Day(s)

At Course Completion

With completion of this course, you will learn: – Service Design principles and service composition – Activities and techniques within Requirements Engineering – Functional roles analysis and use of the RACI matrix – The types of tools that would benefit Service Design – Activities and techniques associated with Application Management – Designing supporting systems, especially the Servic
e Portfolio – Business Service Management (BSM) and Service Oriented Architecture (SOA) principles.

Lesson 1: COURSE INTRODUCTION

  • The concept of Service Management as a practice
  • The concept of Service, its value proposition and composition
  • The concepts of Function, Process and Role The purpose, goals and objectives of Service Design
  • The scope of Service Design
  • Business value
  • The contents and use of the Service Design Package
  • The contents and use of Service Acceptance Criteria

Lesson 2: PRINCIPLES

  • Service Design principles and service composition
  • The importance and approach to balanced design
  • Service requirements, business requirements and drivers
  • Design activities and constraints
  • The principles and the five aspects of Service Design:
  • Design aspects
  • Designing service solutions
  • Designing supporting systems, especially the Service Portfolio
  • Designing technology architectures
  • Designing processes
  • Designing measurement systems and metrics
  • Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
  • Service Design models

Lesson 3: PROCESSES

  • The activities and techniques, but not the detailed process steps, for the following processes:
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Design Coordination
  • The five aspects of Service Design as they relate to the management of Service Design processes

Lesson 4: TECHNOLOGY RELATED ACTIVITIES

  • Activities and techniques within Requirements Engineering
  • Activities and techniques within Data and Information Management
  • Activities and techniques associated with Application Management

Lesson 5: ORGANIZING FOR SERVICE DESIGN

  • Functional roles analysis and use of the RACI matrix
  • The roles and responsibilities within Service Design

Lesson 6: TECHNOLOGY CONSIDERATIONS

  • The types of tools that would benefit Service Design
  • Requirements for Service Management tools

Lesson 7: IMPLEMENTATION AND IMPROVEMENT

  • The Service Design issues relating to:
  • Business Impact Analysis
  • Service Level Requirements Risks
  • The six-stage implementation approach
  • Measurements through Critical Success Factors and Key Performance Indicators
  • Prerequisites for success and risks affecting Service Design activities and processes

Lesson 8: EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

5. ITIL® Intermediate Service Transition 2011 Edition

Overview

The ITIL® v3 (version 3) ST (Service Transition) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Transition Intermediate exam.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

Duration

  • Classroom Learning – 4 Day(s)
  • Online LIVE – 4 Day(s)

At Course Completion

With completion of this course, you will learn: – Service Transition principles – Change Management within Service Transition – Implementation and Improvement concepts – Service Transition Activities and Processes – Designing supporting systems, especially the Service Portfolio – Technology Considerations – Management of Cultural change, risks and value.

Lesson 1: COURSE INTRODUCTION

  • The term “Service Transition”, and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Transition
  • The ITIL processes primarily covered in Service
  • Transition
  • The functions within Service Transition
  • The value to the business

Lesson 2: PRINCIPLES

  • Define and implement a formal policy
  • Implement all changes to services
  • Adopt a common framework and standards
  • Maximize re-use of established processes and systems
  • Align Service Transition plans with the business needs
  • Maintain relationship with stakeholders
  • Provide systems for knowledge transfer and decision support
  • Assuring the quality of new or changed services
  • Plan release and deployment packages
  • Proactively improve quality

Lesson 3: PROCESSES

  • Transition planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Valuation and Testing
  • Change Evaluation
  • Knowledge Management

Lesson 4: ACTIVITIES

  • Communication
  • Organizational Change
  • Organizational Change Products
  • Planning/ Implementing Change
  • Resistance to Change
  • Stakeholder Management

Lesson 5: ORGANIZATION

  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment
  • Request Fulfillment
  • Service Performance and Risk Evaluation
  • Service Knowledge Management

Lesson 6: TECHNOLOGY CONSIDERATIONS

  • Service Transition support tools
  • ITSM Technology
  • Knowledge Management tools
  • Collaboration – Communities and Workflow Management
  • Configuration Management System (CMS)

Lesson 7: IMPLEMENTATION AND IMPROVEMENT

  • Justifying Service Transition
  • Designing Service Transition
  • Introducing Service Transition
  • Cultural Change
  • Risks and Value
  • Implementing Challenges, CSFs and Risks
  • Service Transition under difficult circumstances

Lesson 8: CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Challenges, Critical Success Factors and Risks

Lesson 9: EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

 

Capability Stream 4 individual certificates focusing on detailed process implementation and management within cluster groupings.

ITIL Intermediate Operational Support & Analysis Training

Students will learn the OSA (Operational Support & Analysis) part of the ITIL® v3 Intermediate Capability certification stream. The course prepares candidates to take the ITIL® v3 Operational Support & Analysis Intermediate exam.

Who Should Attend

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.

Duration

  • Classroom Learning – 5 Day(s)
  • Online LIVE – 5 Day(s)

At Course Completion

With completion of this course, you will learn: – The concept of Service Management as a practice – The role of processes in the Lifecycle – The purpose, goal and objectives of the Event Management Process – The Service Desk Role and concepts – The purpose, goal and objectives of the Incident Manageme
nt Process – The purpose, goal and objectives of the Problem Management Process – The purpose, goal and objectives of the Request Fulfillment Process – The purpose, goal and objectives of the Access Management Process – How to plan and implement Service Management Technologies.

Lesson 1: INTRODUCTION

  • Introduction/Housekeeping
  • The concept of Service Management as a practice
  • Service, its value proposition and composition
  • Functions and processes across the lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Operational Support and Analysis supports the Service Lifecycle

Lesson 2: EVENT MANAGEMENT

  • Purpose, goal and objectives
  • Scope
  • The Value to business and the Service Lifecycle
  • Policies, principles and basic concepts
  • Triggers, inputs and outputs and process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks
  • How to design for Event Management

Lesson 3: SERVICE DESK

  • The Service Desk role & objectives
  • Service Desk organizational structures
  • Service Desk staffing options
  • Service Desk metrics that can be used to measure its effectiveness and efficiency
  • Issues and safeguards to consider when outsourcing the Service Desk

Lesson 4: INCIDENT MANAGEMENT

  • Purpose, goal, objectives & Scope
  • Value to business and to the Service
  • Policies, principles and all basic concepts
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • The challenges, Critical Success Factors and risks

Lesson 5: PROBLEM MANAGEMENT

  • Purpose, goal and objectives
  • Scope
  • Value to business and Service Lifecycle
  • Understanding of the policies, principles and the problem model concept
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 6: REQUEST FULFILLMENT

  • Purpose, goal and objectives
  • Scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and the request model concept
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 7: ACCESS MANAGEMENT

  • Purpose, goal and objectives
  • Scope
  • Value to business and Service Lifecycle
  • Policies, principles and basic concepts
  • Process activities, methods and techniques and how they relate with the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Involvement in Information Management
  • Metrics
  • Challenges, Critical Success Factors and risks

Lesson 8: FUNCTIONS

  • Service Desk Roles, Objectives and Activities
  • Technical Management Roles, Objectives and Activities
  • IT Operations Management Roles, Objectives and Activities
  • Application Management Roles, Objectives and Activities

Lesson 9: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Generic requirements for technology to support process capability
  • Evaluation criteria for technology and tools for process implementation
  • Project, risk and staffing practices for process implementation
  • Challenges, Critical Success Factors and risks
  • How to plan and implement Service Management technologies

Lesson 10: EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

ITIL® Intermediate Service Offerings and Agreements 2011 Edition

Lesson 1:  INTRODUCTION

  • Introduction/Housekeeping
  • Service Management as a practice
  • Service, its value proposition and composition
  • Functions and process across the Lifecycle
  • Role of Processes in the Service Lifecycle
  • How Service Management creates business value
  • How the processes within Service Offerings and Agreement support the Service Lifecycle

Lesson 2: SERVICE PORTFOLIO MANAGEMENT

  • The Service Portfolio and its relationship with the Service Catalog and Service Pipeline
  • How a Service Portfolio describes a providers service and how it relates the business service with the IT service.
  • Service Portfolio Management methods

Lesson 3: SERVICE CATALOG MANAGEMENT

  • Purpose, goal, objectives & scope
  • Interface to the Service Portfolio
  • Difference between a Business and a Technical Service Catalog
  • Importance of the Service Catalog to the Service Lifecycle and the business
  • Policies, principles and basic concepts
  • Metrics, challenges, Critical Success Factors and risks
  • Utilization of the Service Catalog by other processes and functions
  • Producing a Service Catalog

Lesson 4: SERVICE LEVEL MANAGEMENT

  • Purpose, goal, objectives & scope
  • Value to business and to the Service Lifecycle
  • Principles and basic concepts
  • Activities, methods and techniques and how it relates to the Service Lifecycle. (including SLA structures and determining Service Level Requirements)
  • Deliverables
  • Monitoring of service performance against SLAs
  • Metrics, challenges, Critical Success Factors and risks associated with the process
  • Contents of SLAs, OLAs and review meetings
  • The interfaces to other processes and functions

Lesson 5: DEMAND MANAGEMENT

  • The basic concepts of the process
  • Activity based Demand Management and business activity patterns
  • Interfaces to Service Portfolio
  • Managing demand for Service

Lesson 6: SUPPLIER MANAGEMENT

  • Purpose, goal, objectives & scope
  • Importance of the process to the Service Lifecycle and how they generate business value
  • Principles and basic concepts
  • Activities, methods and techniques of this process and how it relates to the Service Lifecycle including evaluation of new suppliers
  • Supplier Categorization and maintenance of the Supplier Database
  • Metrics, challenges, critical success factors and risks

Lesson 7: FINANCIAL MANAGEMENT

  • Purpose, goal, objectives & scope
  • Service Valuation
  • Importance of the process to the Service Lifecycle and how they generate business value
  • Basic concepts – funding, accounting and chargeback
  • Return on Investment and the business case
  • Activities, methods and techniques and the Service Lifecycle
  • Design and Implement a Financial Management process

Lesson 8: BUSINESS RELATIONSHIP MANAGER

  • The role of Business Relationship Managers

Lesson 9: ROLES AND RESPONSIBILITIES

  • Service Catalog Manager
  • Service Level Manager
  • Supplier Manager

Lesson 10: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Requirements for technology to assist Service Design
  • Evaluation criteria for technology and tooling for proce
    ss implementation
  • Practices for practice and process implementation
  • Challenges, Critical Success Factors and Risks
  • How to plan and implement Service Management technologies

ITIL® Intermediate Planning, Protection & Optimization 2011 Edition

Overview

PPO (Planning, Protection & Optimization) course is part of the ITIL® v3 Intermediate Capability certification stream. The course prepares Students to take the ITIL® v3 Planning, Protection & Optimization Intermediate exam.

Who Should Attend

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in Planning, Protection & Optimization cluster of processes and functions.

Duration

  • Classroom Learning – 5 Day(s)
  • Online LIVE – 5 Day(s)

At Course Completion

With Completion of this course, you will learn: – The concept of Service Management as a practice – The functions & processes across the Lifecycle – The purpose, goal and objectives of Availability Management – The purpose, goal and objectives of Capacity Management – The purpose, goal and objectives of IT Service Continuity Management – The purpose, goal and objectives of Information Security Management – The purpose, goal and objectives of Demand Management – Technology Implementation considerations

 

Lesson 1: COURSE INTRODUCTION

  • Introduction/Housekeeping
  • Service Management as a practice
  • Service, its value proposition and composition
  • Functions and processes across the lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Planning, Protection and Optimization supports the
  • Service Lifecycle

Lesson 2: CAPACITY MANAGEMENT

  • Purpose, goal, objectives & scope
  • Importance of Capacity Management as a process to generate business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques that enable Capacity Management and how they relate to Planning, Protection and Optimization.
  • Triggers, inputs, outputs and interfaces with other processes
  • How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Capacity Management

Lesson 3:  AVAILABILITY MANAGEMENT

  • Purpose, goal, objectives & scope
  • Importance of Availability Management as a process to generate business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques that enable Availability Management and how they relate to Planning, Protection and Optimization.
  • Triggers, inputs, outputs and interfaces with other processes
  • How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Availability Management

Lesson 4: IT SERVICE CONTINUITY MANAGEMENT

  • Purpose, goal, objectives & scope
  • Importance of ITSCM as a process to generate business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques that enable ITSCM and how each particular Stage relates to Planning, Protection and Optimization
  • Triggers, inputs, outputs and interfaces with other processes
  • How the key metrics can be used to demonstrate the efficiency and effectiveness of successful ITSCM

Lesson 5: INFORMATION SECURITY MANAGEMENT

  • Purpose, goal, objectives & scope
  • Importance of Information Security Management as a process to generate business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques that enable Information Security Management and how they relate to Planning, Protection and Optimization.
  • Triggers, inputs, outputs and interfaces with other processes
  • How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Information Security Management

Lesson 6: DEMAND MANAGEMENT

  • Basic concepts of Demand Management
  • Activity based Demand Management and business activity patterns
  • Interfaces to Service Design
  • Managing demand for Services
  • Activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimization

Lesson 7: CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Challenges, Critical Success Factors and risks related to Capacity & Demand Management
  • Challenges, Critical Success Factors and risks related to Availability Management
  • Challenges, Critical Success Factors and risks related to ITSCM
  • Challenges, Critical Success Factors and risks related to Information Security Management
  • Challenges, Critical Success Factors and risks directly associated with the Service Design phase of the Service Lifecycle and how it relates specifically to PPO

Lesson 8: ROLES AND RESPONSIBILITIES

  • Capacity Management process
  • Availability Management process
  • IT Service Continuity Management process
  • Information Security Management process

Lesson 9: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Requirements for technology to assist Service Design
  • Evaluation criteria for technology and tooling for process implementation
  • Practices for practice and process implementation
  • Challenges, Critical Success Factors and risks related to implementing practices and processes

Lesson 10: Exam PREPARATION

  • Sample Exams
  • Feedback
  • Recap

ITIL® Intermediate Release, Control & Validation 2011 Edition

Overview

Students will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.

Who Should Attend

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Release, Control & Validation cluster of processes and functions.

Duration

  • Classroom Learning – 5 Day(s)
  • Online LIVE – 5 Day(s)

At Course Completion

At the end of this course, students will learn: The concept of Service Management as a practice The purpose, goal and objectives of the Change Management Process The purpose of the SACM process and the goal of Configuration Management The use of a Configuration Management System (CMS), and its major components, in supporting the effective execution of SACM process The purpose, goal, objectives and scope of the RDM process The purpose, goal and objectives of the SVT process The purpose, goal, objectives and scope of the KM process The purpose, goal, objectives and scope of the Service Evaluation process The purpose and scope of the Request Fulfillment process Credits: Upon successfully achieving the ITIL® Release, Control & Validation certificate, students will earn 4 credits in the ITIL® qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 35

 

Lesson 1: COURSE INTRODUCTION

  • Introduction/Housekeeping
  • Service Management as a practice
  • Service, its value proposition and composition
  • Functions and processes across the lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Release Control and Validation supports the Service Lifecycle

Lesson 2: CHANGE MANAGEMENT

  • Purpose, goal, objectives & scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and basic concepts
  • Types of Change Requests
  • Triggers, inputs, outputs and interfaces with other processes
  • How to measure effectively, metrics and their applications
  • Activities and the Service Operation Lifecycle stage
  • The relationship between Continual Service Improvement and organizational change

Lesson 3: SERVICE ASSET AND CONFIGURATION MANAGEMENT

  • Purpose, goal and objectives & scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and basic concepts
  • The use of a Configuration Management System (CMS)
  • Process activities, tools and deliverables
  • The considerations for retaining CMS back-up and historical data for business purposes
  • How to measure effectively, metrics and their application
  • Activities and the Service Operation Lifecycle stage

Lesson 4: RELEASE AND DEPLOYMENT MANAGEMENT

  • Purpose, goal and objectives & scope
  • Release Unit, Release Design options and considerations
  • Release and Deployment planning
  • Developing the detailed implementation plan for release deployment
  • Support after deploying the new Release
  • Triggers, inputs and outputs and interfaces with other processes
  • Information recording and maintenance
  • Challenges, risks and Critical Success Factors

Lesson 5: SERVICE VALIDATION AND TESTING

  • Purpose, goal and objectives & scope
  • Value to business and Service Lifecycle
  • Policies and principles
  • Validation and Testing perspectives, purposes and stakeholder requirements
  • Test levels and test models to help with building quality services deliverables
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Maintaining test data and test environments in respect of changing test requirements
  • Measurement and Metrics

Lesson 6: KNOWLEDGE MANAGEMENT

  • Purpose, goal and objectives & scope
  • Value to the business and to the Service Lifecycle
  • Policies, principles and the request model concept
  • Basic layers of the KM concept using the DIKW structure
  • What constitutes an effective KM strategy, and practical techniques for enabling knowledge transfer
  • Stakeholder groups within the IT Service Management organization whose support is needed for effective Knowledge Management
  • Measuring the value contribution of KM, and practical metrics

Lesson 7: SERVICE EVALUATION

  • Purpose, goal and objectives
  • Scope
  • Service Evaluation process terminology and workflow
  • Intended effect and unintended effects of a change, and factors for evaluating the effectiveness of a Service Design and changes
  • Evaluation of service performance to Risk Management and the potential impact on the course of actions for the overall Service Design/change evaluation
  • Challenges pertaining to Service Evaluation

Lesson 8: REQUEST FULFILLMENT

  • Purpose, goal and objectives
  • Scope
  • How Request Fulfillment may help to establish a self- help service practice within an organization.
  • The difference between Request Fulfillment and Incident Management
  • The relationship between Request Fulfillment and Release Management, and how they interact with SACM
  • Challenges, risk and Critical Success Factors

Lesson 9: ROLES AND RESPONSIBILITIES

  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfillment
  • Service Performance and Risk Evaluation activities
  • Service Knowledge Management

Lesson 10: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Requirements for ITSM technology for implementing processes
  • Evaluation criteria for technology and tools for process implementation
  • Challenges, Critical Success Factors and risks
  • How to plan and implement Service Management technologies
  • Technology considerations for implementing collaboration for process execution, Configuration Management and Knowledge Management
  • The Deming Cycle

3. Managing Across the Lifecycle (MALC) – ITIL Expert

To achieve the ITIL Expert in IT Service Management, you must successfully complete, in addition to the Foundation Level, a number of intermediate units and the Managing Across the Lifecycle (MALC) capstone course. This course brings together the full essence of a Lifecycle approach to service management, and consolidates the knowledge gained across the certification scheme.

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Overview

The ITIL® Expert level qualification is aimed at those who are interested in demonstrating knowledge of the ITIL Scheme in its entirety. The certificate is awarded to candidates who have achieved a range of ITIL qualifications and have achieved a well rounded, superior knowledge and skills base in ITIL Best Practices.

This qualification will benefit you in both your personal and professional development, by aiding career advancement and progress within the IT Service Management field.

You also need to achieve the ITIL Expert level if you want to progress to the ITIL Master Level, which is the highest and final qualification within the ITIL scheme.

There are many possible combinations of modules from the ITIL framework available to those wishing to attain the ITIL Expert level, but there are some key requirements:

  • All candidates must hold the ITIL Foundation certificate or a Bridge qualification equivalent
  • Candidates must have earned a minimum total of 17 credits from the Foundationand Intermediate modules.
  • Some credits from earlier qualificationsand complementary qualifications can also count towards these 17 credits. See the ITIL Credit System page for more information.
  • The Managing Across the Lifecycle (MALC) module must then be taken and passed to achieve a total of 22 credits, which is the minimum required for ITIL Expert level.

Once you have successfully completed all ITIL modules required and have earned sufficient credits, you will have achieved a balanced knowledge across the full ITIL service lifecycle and can be awarded the ITIL Expert certificate.

While candidates can earn 17 credits through various learning paths

leveraging any combination of the Foundation and Intermediate courses, the experience of trainers worldwide has shown that students wishing to pursue the Managing Across the Lifecycle (MALC) module benefit from taking the Continual Service Improvement and Service Strategy modules from the ITIL Intermediate Level as part of their learning path.

Each Examination Institute (EI) will have their own process for this certificate but, in most cases the EI who awards your MALC qualification will issue your Expert certificate.

Using Earlier ITIL Certificates

Candidates who hold the Service Manager or Practitioner qualifications can use these certificates towards ITIL Expert level. See the earlier qualifications section for more information.

The MALC module sits between the Intermediate and Expert levels and is the final required qualification gaining Expert status. It is intended to help you apply and integrate your knowledge of ITIL in real-world settings and in your own workplace.

Examination Format

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

4. ITIL Master

This level of the certification scheme will assess your ability to apply and analyze the ITIL concepts in new areas.

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ITIL Master Qualification

The ITIL® Master qualification validates your ability to apply the principles, methods and techniques from ITIL in the workplace.

To achieve the ITIL Master Qualification, you must be able to explain and justify how you have personally selected and applied a range of knowledge, principles, methods and techniques from ITIL and supporting management techniques, to achieve desired business outcomes in one or more practical assignments.

Every ITIL Master candidate will select a different, personal range of experiences, so there is no fixed syllabus for this qualification. There is also no prescribed training course since the theory being tested will vary depending on the nature of the situation each candidate will choose.

To be eligible for the ITIL Master Qualification, you must:

  • have reached the ITIL Expert level; and
  • have worked in IT service management for at least five years in leadership, managerial, or higher management advisory levels.

In order to successfully qualify for the ITIL Expert level, you must ensure you have extensive practical ‘hands-on’ ITIL experience and can demonstrate active involvement in implementation of the practices.

ITIL Master Qualification Documentation

The Licensed Examination Institutes (EIs) are able to provide documentation to support and guide candidates who wish to prepare for the ITIL Master qualification.

5. ITIL® Practitioner

ITIL® Practitioner prepares individuals for a broad range of challenges faced within ITSM, equipping them with practical guidance, confidence and know-how to adopt and adapt the ITIL framework according to an organization’s requirements.

ITIL® Practitioner is a brand new qualification to complement the existing ITIL framework.

It is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM) and the business value of well-designed and delivered services. Where ITIL Foundation focuses on the ‘what’ and the ‘why’, ITIL Practitioner shows ‘how’ to start adopting and adapting theITIL framework within day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives.

ITIL Practitioner does not replace any of the existing ITIL qualifications.

ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives. ITIL Practitioner also covers three key areas crucial for success of any improvement initiatives:

  • Organizational Change Management
  • Communication
  • Measurement and Metrics
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9 Guiding Principles

The ITIL Practitioner guidance follows 9 Guiding Principles:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

Audience

  • Senior Decision Makers in IT Roles: CIO, Head/Director of ITSM, Head of Change Management, Head of Application Management, Head of Service Desk, IT Managers, Infrastructure & Network Managers, Head of Operation
  • Senior HR/L&D Roles: Director/Head of Recruitment, Head of Training, Head of Talent
  • Traditional ITIL Foundation audience: ITSM Professionals, IT Managers, etc.
  • Individuals who have taken Foundation level but not gone on to take any further ITIL certification
  • Individuals who are currently taking their ITIL Intermediates (secondary audience)

Learning Objectives

  • ITIL Practitioner provides employees with the skills to IDENTIFY AND DELIVER SERVICE IMPROVEMENTS in line with business goals
  • Staff will learn 3 critical competencies and be equipped with a COMPREHENSIVE TOOLKIT to drive improvements on return to the office
  • ITIL Practitioner is a long-term investment in YOUR TEAM’S PROFESSIONAL DEVELOPMENT
  • ITIL Practitioner gives individuals the PRACTICAL SKILLS required to drive service improvement initiatives – which are not covered at Foundation level
  • LEARN SKILLS AND TECHNIQUES focused on improving organizational change management, communication and measurement and metrics
  • Individuals will learn how to LEVERAGE GOOD PRACTICES from other philosophies, methodologies and frameworks outside of the ITIL core, such as DevOps, Lean and Agile