WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER

Size: px
Start display at page:

Download "WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER"

Transcription

1 WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER

2 Audio Configuration Configure your audio settings. The Audio Setup Wizard allows you to configure your volume level, default microphone and recording level. Please walk through this wizard and give me thumbs-up when completed

3 Feedback and Interaction Raise your hand Give a thumbs up Give a thumbs down Give a laugh Give applause

4 More Feedback Options Tell us you ve stepped away from your computer!

5 Reconnecting to Class Reconnecting to Class: Should the class connection be lost due to Internet issues, return to the LMS and re-launch the class with the Launch Class button. Alerts on system issues may also be published within the LMS describing the issue and potential resolution

6 Class Recordings Class Recordings: Recordings of this class may be available. If so, they are accessible from within the LMS after the end of our session.

7 Evaluations & Certificates Evaluations are filled out online Areas of focus Instructor Course Material Environment A digital certificate is available at the course completion

8 General Tips Support Avoid interruptions Close applications to avoid distraction and limit online activities to control bandwidth Dual monitors are recommended Check your headset if you lose audio Meeting Audio Setup Wizard

9 Class hours Class starts at 9:00 am Eastern time Class will end each day around 4:00 pm. 9

10 Breaks 15 minute morning 1 hour lunch 15 minute afternoon 10

11 Purpose of the this class To introduce and discuss the ITIL Foundation material, so that you can prepare to pass the ITIL Foundations certification test 11

12 What are we going to do: Introduction of ITIL: Why it is necessary; It s purpose; The test itself; and Discussion of that material; 12

13 13

14 What this class will not do: Make you an expert 14

15 15 What is ITIL? Information Technology Infrastructure Library (ITIL): A community-defined framework and library of IT service management best practices. Began in England as a project by the Central Computer and Telecommunications Agency (CCTA). Based on ITIL CCTA Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

16

17 17 ITIL Qualification Schemes Scheme Description Foundation level Covers the basic knowledge of ITIL's core processes and concepts. Intermediate level Covers material for two separate streams: One based on the Lifecycle, comprising five exams, one for each phase of the Lifecycle. One based on practitioner capabilities, comprising four exams: Operational Support and Analysis (OSA); Offerings and Agreements (SOA); Release, Control, and Validation (RC&V); and Planning, Protection, Optimization (PP&O). ITIL Expert Covers the full Lifecycle approach. Students must pass the Foundation exam, have at least 22 credits, and successfully pass the Managing Across the Lifecycle (MALC) capstone course. ITIL Master Candidates must demonstrate an ability to apply ITIL concepts to new areas.

18 18 ITIL Exams Scheme Description Foundation level The ITIL Foundation level is a multiple-choice, 40-question exam. Passing score is 65%. Intermediate level, Lifecycle Stream Intermediate level, Capability Stream ITIL Expert Strategy (SS) Design (SD) Transition (ST) Operation (SO) Continual Improvement (CSI) Operational Support and Analysis (OSA) Offerings and Agreements (SOA) Release, Control and Validation (RC&V) Planning, Protection, and Optimization (PP&O) The Managing Across the Lifecycle (MALC) capstone exam includes multiple choice, scenario-based, and gradient scored questions. Total questions: 8. Passing score is 70%. ITIL Master Candidates must demonstrate an ability to apply ITIL concepts to new areas.

19 19 s and IT s : A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. Customer Provider Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

20 20 s

21 21 s

22 22

23 23 Types of s

24 24

25 25 What are Assets

26 26 Governance and Management Systems

27 27 IT Management management: A set of specialized organizational capabilities for providing value to customers in the form of services. Internal IT Support External IT Support

28 28 Value Creation Value creation: The combination of utility and warranty that produces a positive effect. Utility: The actual, visible benefit of a service to meet a particular need. It is described as fitness for purpose in ITIL. Warranty: The guarantee that a service will meet the customer s requirements of it. It is described as fitness for use in ITIL. = + Value Utility Warranty

29 29 Utility and Warranty Utility: The actual, visible benefit of the service that meets a particular need. Warranty: The guarantee that the service will meet its requirements. Value is defined by the users Value Utility "Fitness for purpose" Warranty "Fitness for use"

30 30 The Provider provider: An organization that provides a service to customers, which may be within the company, or may be external. May be internal or external Customers Provider

31 31 Types of Providers Provider Type Description Type I An internal service provider that is embedded within a business unit. Example: A department with its very own, dedicated IT support group. Type II A shared services unit that provides services to several business units. Example: A centralized IT department that serves all of the other departments. Type III An external service provider that is concerned with providing IT services to customers outside of the company. Example: A separate organization contracted to maintain and support desktop hardware.

32 32 Best Practices Best practice: An industry-wide method that has proven itself in practice. A best practice is: Documented Measurable Actionable Specific

33 Stakeholders

34 34 Processes Process: A set of activities that are used to accomplish an objective.

35 35 Process

36 36 Characteristics of a Process

37 37 The Process Model Process model: A visual representation of the workflow and decision-making that occurs within a process. From Event Mgmt From Web Interface User Phone Call Technical Staff Incident Identification Incident Logging Incident Categorization Request? Yes To Request Fulfillment Major Incident Procedure Yes No Incident Prioritization No Major Incident? No Initial Diagnosis

38 Governance

39 Program Manager PM Assistant Board of Directors Manager Legal Adviser The RACI Model RACI Model: Responsible, Accountable, Consulted, and Informed. This model is used to help define roles and responsibilities. Activity 1 R A Activity 2 Activity 3 A R I C RA I I Activity 4 Activity 5 RA A R I C

40 40 Roles Role: A set of responsibilities; defined in a process. Security Manager Security Manager Supplier Manager Supplier Manager Individuals may have more than one role Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

41 41 Roles in Management

42 42 Functions Function: A team or group of people and the tools they use to carry out one or more processes or activities. Desk Function Applications Tools Databases Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

43 43 Functions in Management

44 44 Activities Activity: An action or set of actions designed to achieve a certain result; usually defined as part of a process or plan. An IT Desk employee grants rights to a user. Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

45 Question

46 Question

47 Question

48 Question

49 Question

50 Question

51 Question

52 Question

53 Question

54 Question

55 Question

56 Question

57 57 The Lifecycle Continual Improvement Design Strategy Transition Continual Improvement Operation Continual Improvement

58 58 ITIL Lifecycle

59 59 ITIL Processes and Functions

60 60 Strategy Continual Improvement Strategy: Concerns the overall strategic planning of the IT service. Includes financial planning and definition of value to the customer. Design Strategy Transition Continual Improvement Operation Continual Improvement

61 61 Design Continual Improvement Design: Concerns the design and development of services, service management, and related processes. Typically begins when a customer requests a new or changed service. Design Strategy Operation Transition Continual Improvement Continual Improvement

62 62 Requirements Requirements include: Scalability. Business processes and business units. IT service and business functionality. Continual Improvement s, SLRs, and SLAs. Technology components. Internal services associated with OLAs. Externally supported services. Design Strategy Transition Continual Improvement Measurements and metrics. Security levels. Operation Continual Improvement

63 63 Transition Continual Improvement Transition: Utilizes various processes, systems, and functions. Builds, tests, and deploys the service before going live. Design Strategy Transition Continual Improvement Bridges the gap between Design and Operation. Operation Continual Improvement Based on AXELOS ITIL material. Reproduced under license from AXELOS Limited. All rights reserved.

64 64 Operation Continual Improvement Operation: Is where the service is first made available to customer. Has its own processes and functions to provide the service at the agreed-upon level. Design Strategy Operation Transition Continual Improvement Continual Improvement Based on AXELOS ITIL material. Reproduced under license from AXELOS Limited. All rights reserved.

65 Continual Improvement Continual Improvement Continual Improvement: Can be applied anywhere in the Lifecycle. Uses measurements to identify strengths and weaknesses. Is continual, iterative work. Design Strategy Transition Continual Improvement Is focused on making improvements throughout the service lifecycle. Operation Continual Improvement 65

66 Question

67 Question

68 Question

69 Question

70 Question

71 Question

72 Question

73 Question

74 Question

75 Question

76 76

77 77

78 78 Goals, Objectives, and Scope of the Strategy Asset Resources "Tools" Capabilities Know How

79 79 The Portfolio Portfolio Catalog Pipeline Retired s Past Present Future Portfolio

80 80 Components of the Business Case Typical components of a business case: Introduction Methods and assumptions Business impacts Risks and contingencies Recommendations

81 81 Risks of Strategy Risk: An uncertainty in outcome that could cause the inability to meet objectives. Risks Contract Design Operational Market

82 82 Risk Analysis and Risk Management Risk Assess value of assets Assess threat levels Assess vulnerabilities Risk Analysis Risk Management Process to monitor risk Reliable risk information Balance of controls Decision-making processes Countermeasures

83 83 Activities of Strategy Define the Market, Develop the offerings, Develop strategic assets, and Prepare for execution

84 84 Four Processes of Strategy Strategy processes: Financial Management Portfolio Management; Demand Management; and Business Relationship Management Continual Improvemen t Design Strategy Operation Continual Improvement Transition Continual Improveme t

85 85 Financial Management Financial management: An integrated component of service management that helps the organization determine the best possible use of its monetary resources to provide services. A B C D Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

86 86 Accounting Accounting: The method by which an organization tracks and records investments and expenditures in order to provide services. Capital/Operational Expenses Fixed/Variable Costs Direct/Indirect Costs Budget Financial figures are measured against a budget Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

87 87 Budgeting Budgeting: The activities associated with predicting and controlling expenditures. Budget Budgeting: Involves predicting and controlling expenditures. Defines acceptable amount of spending for providing a service. Begins with negotiation. Involves periodic monitoring and adjusting.

88 88 Portfolio Management SPM: The process used to make investment-related decisions across the enterprise. Catalog Pipeline Identify: Strengths and weaknesses of organization. Business requirements. Associated costs. Retired s Portfolio

89

90 90 Guidelines for Developing SPM Objectives Provider Industry Why should a customer buy these services? Why should a customer buy these services from us? What are the pricing or chargeback models? What are the organization s strengths, weaknesses, priorities, and risks? How should resources and capabilities be allocated?

91 91 SPM Phases Strategy Define Analyze Approve Charter

WHO SHOULD ATTEND? ITIL Foundation is suitable for anyone working in IT services requiring more information about the ITIL best practice framework.

WHO SHOULD ATTEND? ITIL Foundation is suitable for anyone working in IT services requiring more information about the ITIL best practice framework. Learning Objectives and Course Descriptions: FOUNDATION IN IT SERVICE MANAGEMENT This official ITIL Foundation certification course provides you with a general overview of the IT Service Management Lifecycle

More information

"Charting the Course... ITIL 2011 Managing Across the Lifecycle ( MALC ) Course Summary

Charting the Course... ITIL 2011 Managing Across the Lifecycle ( MALC ) Course Summary Course Summary Description ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many Public & Private Organizations. Since early 1990, ITIL

More information

WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER

WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER 2 Demand Management Demand management: The process used to make investmentrelated decisions across the enterprise. Pattern Pattern of of Business Activity

More information

ITIL Intermediate: Service Transition. Lesson Plan. Mock Exam: Duration: Language: Included in Course (x2) 21 hours, self-paced English

ITIL Intermediate: Service Transition. Lesson Plan. Mock Exam: Duration: Language: Included in Course (x2) 21 hours, self-paced English ITIL Intermediate: Lesson Plan Delivery: e-learning Certificate: Examination (included) Accredited By: EXIN Mock Exam: Duration: Language: Included in Course (x2) 21 hours, self-paced English This Lesson

More information

ITIL Capability: Service Offerings & Agreements

ITIL Capability: Service Offerings & Agreements ITIL Capability: Service Offerings & Agreements Course Code: SOA Overview: The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The focus

More information

ITIL Intermediate: Operational Support and Analysis Lesson Plan

ITIL Intermediate: Operational Support and Analysis Lesson Plan ITIL Intermediate: Operational Support and Analysis Lesson Plan Delivery: e-learning Mock Exam: Included in Course (x2) Certificate: Examination (included) Duration: 30 hours and 30 minutes, self-paced

More information

Course # 55011A. The ITIL Foundation Certificate in IT Service Management

Course # 55011A. The ITIL Foundation Certificate in IT Service Management Course # 55011A The ITIL Foundation Certificate in IT Service Management Duration: 24 Hrs Overview About this Course This 3-day (19 contact hour) instructor-led course provides students with the knowledge

More information

"Charting the Course... ITIL 2011 Service Offerings & Agreement (SOA) Certification Program. Course Summary

Charting the Course... ITIL 2011 Service Offerings & Agreement (SOA) Certification Program. Course Summary Course Summary Description ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many public and private organizations. Since early 1990, ITIL

More information

Acknowledgements 3 About this guide 4 1 Introduction to the ITIL Service Management framework 7

Acknowledgements 3 About this guide 4 1 Introduction to the ITIL Service Management framework 7 Contents Acknowledgements 3 About this guide 1 Introduction to the ITIL Service Management framework 7 1.1 Good practice 7 1.2 The ITIL framework 7 1.3 What is Service Management? 10 1. The ITIL Service

More information

ITIL Intermediate: Service Operation Lesson Plan. Included in Course (x2)

ITIL Intermediate: Service Operation Lesson Plan. Included in Course (x2) ITIL Intermediate: Service Operation Lesson Plan Delivery: e-learning Mock Exam: Included in Course (x2) Certificate: Examination (included) Duration: 23 hours, self-paced Accredited By: PeopleCert Language:

More information

ITIL 2011 Overview - 1 Day (English and French)

ITIL 2011 Overview - 1 Day (English and French) ITIL 2011 Overview - 1 Day (English and French) Course Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management (ITSM) by many Public &

More information

ITIL Intermediate: Planning, Protection and Optimization Lesson Plan

ITIL Intermediate: Planning, Protection and Optimization Lesson Plan ITIL Intermediate: Planning, Protection and Optimization Lesson Plan Delivery: e-learning Mock Exam: Included in Course (x2) Certificate: Examination (included) Duration: 30 hours, self-paced Accredited

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name Purpose of Document Document Version Number 4.2 Document Status Document Owner Prepared By To outline the syllabus for the ITIL v3 Foundation

More information

ITIL Foundation Exam Study Guide

ITIL Foundation Exam Study Guide ITIL Foundation Exam Study Guide Gallacher, L ISBN-13: 9781119942757 Table of Contents Introduction xvii Assessment Test xxvii Chapter 1 Service Management as a Practice 1 Best-Practice Approaches and

More information

Wl Welcome. Service Operation Where Value is Realized

Wl Welcome. Service Operation Where Value is Realized Wl Welcome Service Operation Where Value is Realized ITSM Academy, Service Operation 10/2009 About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL Foundation (V3/V2) Washington, DC - Public

More information

Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT. The ITIL Foundation Certificate in IT Service Management SYLLABUS

Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT. The ITIL Foundation Certificate in IT Service Management SYLLABUS Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management SYLLABUS The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered

More information

ITIL Intermediate: Service Design Lesson Plan. Included in Course (x2)

ITIL Intermediate: Service Design Lesson Plan. Included in Course (x2) ITIL Intermediate: Service Design Lesson Plan Delivery: e-learning Mock Exam: Included in Course (x2) Certificate: Examination (included) Duration: 20 hours, self-paced Accredited By: PeopleCert Language:

More information

COURSE BROCHURE. ITIL - Expert Managing Across Lifecycle Training & Certification

COURSE BROCHURE. ITIL - Expert Managing Across Lifecycle Training & Certification COURSE BROCHURE ITIL - Expert Managing Across Lifecycle Training & Certification What is ITIL MALC? This ITIL training course brings together the full essence of a Lifecycle approach to service management,

More information

ITIL v3. Qualification & Certification scheme. itsmf International The IT Service Management Forum 1

ITIL v3. Qualification & Certification scheme. itsmf International The IT Service Management Forum 1 ITIL v3 Qualification & Certification scheme 1 ITIL v3 Certification scheme The ITIL v3 scheme Scope Approach Features of each new certification level Transition scheme Certification scheme structure 2

More information

ITIL Managing Across the Lifecycle. Lesson Plan. Mock Exam: Duration: Language: Included in Course (x2) 30 hours, self-paced English

ITIL Managing Across the Lifecycle. Lesson Plan. Mock Exam: Duration: Language: Included in Course (x2) 30 hours, self-paced English ITIL Managing Across the Lifecycle Lesson Plan Delivery: e-learning Certificate: Examination (included) Accredited By: EXIN Mock Exam: Duration: Language: Included in Course (x2) 30 hours, self-paced English

More information

ITIL Foundation Program Certification Program. The Minimum number of students per session is 6 where the maximum is 25.

ITIL Foundation Program Certification Program. The Minimum number of students per session is 6 where the maximum is 25. 3 Days Course Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations.

More information

ITIL. Change Manager. ITSM Academy

ITIL. Change Manager. ITSM Academy ITIL V3 Roles and Responsibilities Change Manager 1 About ITSM Academy Certified Woman Owned Business Accredited ITSM Education Provider ITIL Foundation/Bridge, V3 Capability, V2 Practitioner, Service

More information

ITSM Academy. Welcome!

ITSM Academy. Welcome! ITSM Academy Welcome! About ITSM Academy Accredited Education Certified Process Design Engineer (CPDE) ITIL Foundation ITIL Capability (OSA PPO RCV SOA) ITIL Lifecycle (SS SD ST SO CSI) ITIL Managing Across

More information

ITSM Training Solution

ITSM Training Solution ITSM Training Solution Roadmap and Related Curriculum ITSM Certifications and Workshops Programs ITIL and PRINCE2 are registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All

More information

ITIL Service Lifecycle Strategy

ITIL Service Lifecycle Strategy ITIL Service Lifecycle Strategy Course Details Course Code: Duration: Notes: ITILSL-Str 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based

More information

Configuration Management Databases (CMDBs) and Configuration Management System (CMS) are both elements of what larger entity?

Configuration Management Databases (CMDBs) and Configuration Management System (CMS) are both elements of what larger entity? ITIL Foundation mock exam 3 1. Configuration Management Databases (CMDBs) and Configuration Management System (CMS) are both elements of what larger entity? A) The Asset Register B) The Service Knowledge

More information

EX0-101_ITIL V3. Number: Passing Score: 800 Time Limit: 120 min File Version: 1.0. Exin EX0-101

EX0-101_ITIL V3.  Number: Passing Score: 800 Time Limit: 120 min File Version: 1.0. Exin EX0-101 EX0-101_ITIL V3 Number: 000-000 Passing Score: 800 Time Limit: 120 min File Version: 1.0 http://www.gratisexam.com/ Exin EX0-101 ITIL Foundation V 3.0 & ITIL Foundation Version: 8.0 Exin EX0-101 Exam Topic

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

IT infrastructure Library

IT infrastructure Library IT infrastructure Library Related Certificate Course ID Related Exams Audience Duration ITIL Foundation ITIL v3 ITIL v3 IT management, IT network & System administrators, IT team leaders, IT consultants,

More information

ITIL Foundation. Processexam.com. Exam Summary Syllabus Questions

ITIL Foundation. Processexam.com. Exam Summary Syllabus Questions ITIL Foundation Processexam.com Exam Syllabus Questions Table of s Key to success in ITIL Foundation Exam... 2 ITIL Foundation Certification Details:... 2 ITIL Foundation Exam Syllabus:... 2 ITIL Foundation

More information

ITIL Certification The next logical certification step for the Cisco Certified Professional

ITIL Certification The next logical certification step for the Cisco Certified Professional 2011 ITIL Certification The next logical certification step for the Cisco Certified Professional Rick Lemieux Managing Partner (401) 764-0720 rick.lemieux@itsmsolutions.com Contents IT Transformation...

More information

ITIL 2011 Foundation Lesson Plan

ITIL 2011 Foundation Lesson Plan ITIL 2011 Foundation Lesson Plan Delivery: e-learning Mock Exam: Included in Course (x2) Certificate: Examination (included) Duration: 16 hours and 30 minutes, self-paced Accredited By: PeopleCert Language:

More information

ITIL Managing Across the Lifecycle Course

ITIL Managing Across the Lifecycle Course ITIL Managing Across the Lifecycle Course Duration: 5 Days Course Delivery: Classroom Language: English Course Overview ITIL 2011 edition is comprised of five core publications: Service Strategy, Service

More information

COURSE BROCHURE. ITIL - Intermediate SERVICE STRATEGY Training & Certification

COURSE BROCHURE. ITIL - Intermediate SERVICE STRATEGY Training & Certification COURSE BROCHURE ITIL - Intermediate SERVICE STRATEGY Training & Certification What is ITIL SS? The Service Strategy (SS) qualification is one of five ITIL Service Lifecycle modules and provides you with

More information

"Charting the Course... ITIL 2011 Operations Support Analysis (OSA) Certification Program. Course Summary

Charting the Course... ITIL 2011 Operations Support Analysis (OSA) Certification Program. Course Summary Description Course Summary ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many Public & Private Organizations. Since early 1990, ITIL

More information

ITIL Foundation. PeopleCert ITIL Foundation. Processexam.com. Exam Summary Syllabus Questions

ITIL Foundation. PeopleCert ITIL Foundation. Processexam.com. Exam Summary Syllabus Questions ITIL Foundation PeopleCert ITIL Foundation Processexam.com Exam Summary Syllabus Questions Table of Contents Key to success in ITIL Foundation Exam on PeopleCert ITIL Foundation... 2 PeopleCert ITIL Foundation

More information

1.1 Levels of qualification

1.1 Levels of qualification 1 The ITIL Qualification Scheme ITIL (formerly known as the Information Technology Infrastructure Library) is best-practice guidance for IT Service Management, which is used by many hundreds of organizations

More information

SERVICE DESIGN ITIL INTERMEDIATE TRAINING & CERTIFICATION

SERVICE DESIGN ITIL INTERMEDIATE TRAINING & CERTIFICATION SERVICE DESIGN ITIL INTERMEDIATE TRAINING & CERTIFICATION WHAT IS ITIL SD? This comprehensive official ITIL lifecycle certification course will provide you with critical knowledge and practical guidance

More information

Foundation. Become a ITIL Foundation Certified Professional from our exclusive 2 full day. conducted by authorized faculties from APMG.

Foundation. Become a ITIL Foundation Certified Professional from our exclusive 2 full day. conducted by authorized faculties from APMG. Certified ITIL Foundation Become a ITIL Foundation Certified Professional from our exclusive 2 full day training Certified program conducted by authorized faculties from APMG. Exclusive Classroom Training

More information

Introduction... 1 Part I: How ITIL Can Help You... 7

Introduction... 1 Part I: How ITIL Can Help You... 7 Contents at a Glance Introduction... 1 Part I: How ITIL Can Help You... 7 Chapter 1: Managing IT Services: Welcome to the World of ITIL...9 Chapter 2: Using the Building Blocks of ITIL...19 Chapter 3:

More information

1. You should attempt all 40 questions. Each question is worth one mark.

1. You should attempt all 40 questions. Each question is worth one mark. Sample Paper D Question Booklet Multiple Choice Exam Duration: 60 minutes Instructions 1. You should attempt all 40 questions. Each question is worth one mark. 2. Mark your answers on the answer sheet

More information

ITIL 2011 Intermediate Capability Operational Support and Analysis (OSA) Course Outline

ITIL 2011 Intermediate Capability Operational Support and Analysis (OSA) Course Outline ITIL 2011 Intermediate Capability Operational Support and Analysis (OSA) Course Outline 1 Operational Support and Analysis (OSA) Program Overview The ITIL Intermediate Qualification: Operational Support

More information

COURSE BROCHURE. ITIL - Intermediate Service Transition. Training & Certification

COURSE BROCHURE. ITIL - Intermediate Service Transition. Training & Certification COURSE BROCHURE ITIL - Intermediate Service Transition. Training & Certification What is ITIL ST? The intermediate level of ITIL offers a role based hands-on experience and in-depth coverage of the contents.

More information

SERVICE TRANSITION ITIL INTERMEDIATE TRAINING & CERTIFICATION

SERVICE TRANSITION ITIL INTERMEDIATE TRAINING & CERTIFICATION SERVICE TRANSITION ITIL INTERMEDIATE TRAINING & CERTIFICATION WHAT IS ITIL ST? The intermediate level of ITIL offers a role based hands-on experience and in-depth coverage of the contents. Successful implementation

More information

Goals for Today s Presentation

Goals for Today s Presentation ITIL Certification Goals for Today s Presentation What is Information Technology Infrastructure Library (ITIL)? Real Life Application of ITIL ITIL Foundation Certification Process Tips for Adopting ITIL

More information

San Francisco Chapter. Cassius Downs Network Edge LLC

San Francisco Chapter. Cassius Downs Network Edge LLC Cassius Downs Network Edge LLC ITIL History ITIL Books V3 Objectives Business Benefits of V3 V3 Changes Training & Certification V2 or V3? Summary 2 Version 1 31 books developed in the 1980 s Focus: Technology

More information

ITIL Operational Support and Analysis Capability

ITIL Operational Support and Analysis Capability ITIL Operational Support and Analysis Capability Certificate: ITIL OSA Capability Duration: 5 day Course Delivery: (Virtual) Classroom, Exam, ebook Course ID: ITL9333CL Language: English, Japanese, French

More information

Improve testing for customer services and service management

Improve testing for customer services and service management Improve testing for customer services and service management Shirley Lacy www.connectsphere.com Material Copyright ConnectSphere Limited 2013 1 Topics Introduction ITIL concepts for service design and

More information

Acknowledgements 5 About this guide 6 1 Introduction to service management 9

Acknowledgements 5 About this guide 6 1 Introduction to service management 9 Contents Acknowledgements 5 About this guide 6 1 Introduction to service 9 1.1 Good practice 9 1.2 The ITIL framework 9 1.3 What is service? ( 2.1 2.2, 2.1 2.2) 11 1.4 Service value creation 13 1.5 The

More information

EXIN Expert in IT Service Management based on ISO/IEC Preparation Guide

EXIN Expert in IT Service Management based on ISO/IEC Preparation Guide EXIN Expert in IT Service Management based on ISO/IEC 20000 Preparation Guide Edition June 2016 Copyright 2016 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

ITIL V3 Service Lifecycle - Continual Service Improvement (CSI)

ITIL V3 Service Lifecycle - Continual Service Improvement (CSI) ITIL V3 Service Lifecycle - Continual Service Improvement (CSI) Course Length: 3 Days Course Overview This hands-on course leads to a Certificate in ITIL V3 Service Lifecycle Management - Continual Service

More information

ITIL Service Operation Lifecycle Classroom

ITIL Service Operation Lifecycle Classroom ITIL Service Operation Lifecycle Classroom Certificate: ITIL Service Operation Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom, Exam, ebook Course ID: ITL9338 Language: English Credits:

More information

THE ITIL MANAGERS BRIDGE CERTIFICATION IN IT SERVICE MANAGEMENT

THE ITIL MANAGERS BRIDGE CERTIFICATION IN IT SERVICE MANAGEMENT THE ITIL MANAGERS BRIDGE CERTIFICATION IN IT SERVICE MANAGEMENT ITIL Service Manager to ITIL V3 Expert The ITIL Expert Certification is the highest certification level available in ITIL V3 today. However,

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

ITIL Service Operation Lifecycle Classroom

ITIL Service Operation Lifecycle Classroom ITIL Service Lifecycle Classroom Certificate: ITIL Service Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom, Exam, ebook Course ID: ITL9338 Language: English Credits: 3 Credits to ITIL Expert

More information

1 Introduction 39748_BMP MALC 01 Chapter 1.indd 1 07/05/ :06

1 Introduction 39748_BMP MALC 01 Chapter 1.indd 1 07/05/ :06 Introduction 39748_BMP MALC 01 Chapter 1.indd 1 1 07/05/2014 16:06 3 1 Introduction The ITIL best-practice framework provides guidance on how people, processes and technology can enhance the quality of

More information

ITIL v3 Capability Stream - Released, Control and Validation

ITIL v3 Capability Stream - Released, Control and Validation Course guide ITIL v3 Capability Stream - Released, Control and Validation ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries www.training-course.org

More information

ITIL Managing Across the Lifecycle (MALC)

ITIL Managing Across the Lifecycle (MALC) ITIL Managing Across the Lifecycle (MALC) Course Syllabus (v1.2) Fifalde Consulting Inc. +1-613-699-3005 ITIL is a registered trade mark of AXELOS Limited. 2017 Fifalde Consulting Inc. ITIL MANAGING ACROSS

More information

Acknowledgements 5 About this guide 6 1 Introduction to service management 9

Acknowledgements 5 About this guide 6 1 Introduction to service management 9 Contents Acknowledgements 5 About this guide 6 1 Introduction to service 9 1.1 Good practice 9 1.2 The ITIL framework 9 1.3 What is service? ( 2.1 2.2, ST 2.1 2.2) 11 1.4 Service value creation 13 1.5

More information

ITIL Intermediate Service Design (SD) Certification Boot Camp - Brochure

ITIL Intermediate Service Design (SD) Certification Boot Camp - Brochure ITIL Intermediate Service Design (SD) Certification Boot Camp - Brochure Get a Management-level overview of Service Design to advance in your Career Course Name : ITIL SD Version : INVL_ITILSD_BR_02_033_1.2

More information

ITIL Intermediate Continual Service Improvement (CSI) Certification Boot Camp - Brochure

ITIL Intermediate Continual Service Improvement (CSI) Certification Boot Camp - Brochure ITIL Intermediate Continual Service Improvement (CSI) Certification Boot Camp - Brochure Gain Knowledge to Align IT Services to Business Needs US Course Name : CISSP Version : INVL_CISSP_BR_02_089_1.2

More information

Module 6: Functions. ITIL Foundation v V1. Reader s Note QAI India Ltd. I

Module 6: Functions. ITIL Foundation v V1. Reader s Note QAI India Ltd. I ITIL Foundation v 2011 - V1 Module 6: Functions Reader s Note 2012 QAI India Ltd. I 9 ITIL Foundation v 2011 - V1 Module 6: Functions Reader s Note 2012 QAI India Ltd. I 10 ITIL Foundation v 2011 - V1

More information

The secret of the service catalogue. Panel discussion 9 th April 2014

The secret of the service catalogue. Panel discussion 9 th April 2014 The secret of the service catalogue Panel discussion 9 th April 2014 The panellists Colin Rudd: is a leading author of the ITIL guidance and is one of the most experienced service management professionals

More information

ITIL 2011 Foundation Course

ITIL 2011 Foundation Course IT SERVICE MANAGEMENT ITIL 2011 Foundation Course CERTIFICATE: DURATION: COURSE DELIVERY: LANGUAGE: ITIL 2011 Foundation 2 or 3 Days Classroom, Live Virtual Classroom English Course Description: This course

More information

SERVICE OPERATION ITIL INTERMEDIATE TRAINING & CERTIFICATION

SERVICE OPERATION ITIL INTERMEDIATE TRAINING & CERTIFICATION SERVICE OPERATION ITIL INTERMEDIATE TRAINING & CERTIFICATION WHAT IS ITIL SO? The intermediate level of ITIL offers a role based hands-on experience and in-depth coverage of the contents. Successful implementation

More information

ITIL - Managing Across Lifecycle Course

ITIL - Managing Across Lifecycle Course ITIL - Managing Across the Lifecycle Course Code: ITSM013CL Certification Exam: ITIL MALC Exam Duration: 5 Days Certification Track: N/A Format: Classroom Course Credits: 5 Credits to ITIL expert PMI PDUs:

More information

ITSM Training Profiler. Mapping your IT Role to ITSM Training Programs

ITSM Training Profiler. Mapping your IT Role to ITSM Training Programs 2010 ITSM Training Profiler Mapping your IT Role to itsm Solutions LLC 31 South Talbert Blvd #295 Lexington, NC 27292 Phone (336) 510-2885 Fax (336) 499-7016 PN: ITSMMAP Find us on the web at: http://www.itsmsolutions.com.

More information

Ric Mims, itsmf Houston LIG and HDI Houston

Ric Mims, itsmf Houston LIG and HDI Houston Ric Mims, itsmf Houston LIG and HDI Houston Currently Service Delivery Specialist at BP America in Global Operations 25 years in IT Service Support Industry Local chapter officer for HDI Houston and ITSMF

More information

ITIL Managing Across the Lifecycle (MALC) Certification Training - Brochure

ITIL Managing Across the Lifecycle (MALC) Certification Training - Brochure ITIL Managing Across the Lifecycle (MALC) Certification Training - Brochure Integrate ITIL Content and Application Knowledge with an ITIL MALC Certification Course Name : ITIL MALC Version : INVL_ITILMALC_BR_02_018_1.2

More information

EUROPEAN ICT PROFESSIONAL ROLE PROFILES VERSION 2 CWA 16458:2018 LOGFILE

EUROPEAN ICT PROFESSIONAL ROLE PROFILES VERSION 2 CWA 16458:2018 LOGFILE EUROPEAN ICT PROFESSIONAL ROLE PROFILES VERSION 2 CWA 16458:2018 LOGFILE Overview all ICT Profile changes in title, summary, mission and from version 1 to version 2 Versions Version 1 Version 2 Role Profile

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name Purpose of Document Document Version Number 54 Document Status Document Owner Prepared By The ITIL Intermediate Qualification Service Operation

More information

ICT Mentors e-learning portfolio provides our delegates with materials for study at the comfort of their homes, work place etc.

ICT Mentors e-learning portfolio provides our delegates with materials for study at the comfort of their homes, work place etc. ICT Mentors e-learning portfolio provides our delegates with materials for study at the comfort of their homes, work place etc. We provide white labelled training packages and courses in: ITIL COBIT 5

More information

ITIL Foundation. 2 Days Classroom Training PHILIPPINES :: MALAYSIA :: VIETNAM :: SINGAPORE :: INDIA

ITIL Foundation. 2 Days Classroom Training PHILIPPINES :: MALAYSIA :: VIETNAM :: SINGAPORE :: INDIA ITIL Foundation 2 Days Classroom Training PHILIPPINES :: MALAYSIA :: VIETNAM :: SINGAPORE :: INDIA Content ITIL Foundation Introduction Who we are Our Clients Course Overview Career Path Course Content

More information

ITIL Intermediate Workshop PLANNING, PROTECTION AND OPTIMIZATION (PPO) Course Outline

ITIL Intermediate Workshop PLANNING, PROTECTION AND OPTIMIZATION (PPO) Course Outline ITIL Intermediate Workshop PLANNING, PROTECTION AND OPTIMIZATION (PPO) Course Outline 1 Planning, Protection, and Optimization (PPO) Program Overview The ITIL Intermediate Qualification: Planning, Protection

More information

ITIL V3 SERVICE DEFINITION DOWNLOAD

ITIL V3 SERVICE DEFINITION DOWNLOAD 23 March, 2018 ITIL V3 SERVICE DEFINITION DOWNLOAD Document Filetype: PDF 394.8 KB 0 ITIL V3 SERVICE DEFINITION DOWNLOAD In ITIL v3, which most service desk software today is based on, incidents come in

More information

ITIL Intermediate Service Design (SD) Certification Training - Brochure

ITIL Intermediate Service Design (SD) Certification Training - Brochure ITIL Intermediate Service Design (SD) Certification Training - Brochure Get a Management-level overview of Service Design to advance in your Career Course Name : ITIL SD Version : INVL_ITILSD_BR_02_033_1.2

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE SERVICE STRATEGY CERTIFICATE SYLLABUS The Swirl logo is a Trade Mark of the Office of Government Commerce ITIL is a Registered

More information

Pocket Guide to the ITIL 2011 FOUNDATION CERTIFICATION

Pocket Guide to the ITIL 2011 FOUNDATION CERTIFICATION Pocket Guide to the ITIL 2011 FOUNDATION CERTIFICATION simpl learn i TABLE OF CONTENTS Introduction 1 What is ITIL? 1 A Brief History 1 The ITIL Foundation Certification 23 The Learning Objectives 4 The

More information

Business Skills Learning Sessions* SINGLE COURSE TITLES

Business Skills Learning Sessions* SINGLE COURSE TITLES Business Skills Learning Sessions* ACCOUNTING TITLES Introduction to Business Accounting Bookkeeping and Payroll LEGAL TITLES Introduction to Legal Concepts Legal Office Administration HUMAN RESOURCES

More information

ITIL Service Design Lifecycle

ITIL Service Design Lifecycle ITIL Service Design Lifecycle Certificate: ITIL Service Design Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom, Exam, ebook Course ID: ITL9336 Language: English Credits: 3 Credits to ITIL

More information

Planning and Implementing ITIL in ICT Organisations

Planning and Implementing ITIL in ICT Organisations CCPM Solutions Experts in ICT Performance Supporting Your Business Planning and Implementing ITIL in ICT Organisations June 2012, Addis Ababa Content 1. Quick ITIL (Overview) 2. Case study (How not to

More information

ITIL 4 is HERE! The ITIL 4 Scheme Explained. ITIL v3 Migration into ITIL 4 Diagram. Torque IT 2019 ITIL 4 Foundation Schedule

ITIL 4 is HERE! The ITIL 4 Scheme Explained. ITIL v3 Migration into ITIL 4 Diagram. Torque IT 2019 ITIL 4 Foundation Schedule ITIL 4 is HERE! The ITIL 4 Scheme Explained ITIL v3 Migration into ITIL 4 Diagram Torque IT 2019 ITIL 4 Foundation Schedule The 4 Scheme Explained What is ITIL 4? ITIL 4 is the next iteration that incorporates

More information

ITIL Service Transition Lifecycle

ITIL Service Transition Lifecycle ITIL Service Transition Lifecycle Certificate: ITIL Service Transition Lifecycle Duration: 3 days Course Delivery: Classroom, Virtual Classroom, Exam, ebook Course ID: ITL9337 Language: English Credits:

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name ITIL v3 Managers Bridge Course Syllabus: ITIL Managers to ITIL v3 Expert_v3.3 Purpose of Document Detailed syllabus for the Bridge Qualification:

More information

itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors

itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors Dubai, June 11, 2007 Challenging Questions > Should we slow down

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name Purpose of Document Document Version Number 5.4 Document Status Document Owner Prepared By The ITIL Intermediate Qualification Service Operation

More information

Delivering Business Value Through Application Delivery & Management

Delivering Business Value Through Application Delivery & Management Through Application Delivery & Jack Probst Principal Consultant Pink Elephant Pink Elephant Leading The Way In IT Best Practices 1 Agenda 1. Key Relationships 2. Source of Value IT Service 3. ITIL and

More information

ITIL Intermediate Service Transition (ST) Certification Training - Brochure

ITIL Intermediate Service Transition (ST) Certification Training - Brochure ITIL Intermediate Service Transition (ST) Certification Training - Brochure Add Value to your Enterprise as a Service Transition Specialist Course Name : ITIL ST Version : INVL_ITILST_BR_02_31_1.2 Course

More information

ITIL FOUNDATION NON-TECHNICAL & CERTIFIED TRAINING COURSE SECTOR / IT. Tel: Fax:

ITIL FOUNDATION NON-TECHNICAL & CERTIFIED TRAINING COURSE SECTOR / IT.  Tel: Fax: SECTOR / IT NON-TECHNICAL & CERTIFIED TRAINING COURSE In this 3 Days exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations.

More information

Pink Elephant. ITIL V3 The Value of Education

Pink Elephant. ITIL V3 The Value of Education Pink Elephant ITIL V3 The Value of Education How does ITIL V3 help improve IT Services? The ITIL V3 revised guidance was published on May 30th 2007, with updated content including new concepts, revised

More information

ITIL Service Design Lifecycle

ITIL Service Design Lifecycle ITIL Service Design Lifecycle Certificate: ITIL Service Design Lifecycle Duration: 3 days Course Delivery: Classroom Course ID: ITL9336 Language: English Credits: 3 Credits to ITIL expert PMI PDUs: 24

More information

EXIN BCS SIAM Foundation. Sample Exam. Edition

EXIN BCS SIAM Foundation. Sample Exam. Edition EXIN BCS SIAM Foundation Sample Exam Edition 201704 Copyright EXIN Holding B.V. and BCS, 2017. All rights reserved. EXIN is a registered trademark. SIAM is a registered trademark. ITIL is a registered

More information

The Presentation Will Begin At 12PM EST

The Presentation Will Begin At 12PM EST The Presentation Will Begin At 12PM EST ITIL Lite - A Road Map to Partial v3 Implementation Malcolm Fry ITIL & CMDB Thought Leader Author of ITIL Lite malcolm@malcolmfry.com ITIL Lite A Road Map to Partial

More information

Contents. List of figures. List of tables. 5 Managing people through service transitions 197. Preface. Acknowledgements.

Contents. List of figures. List of tables. 5 Managing people through service transitions 197. Preface. Acknowledgements. Contents List of figures List of tables Foreword Preface Acknowledgements v vii viii 1 Introduction 1 1.1 Overview 3 1.2 Context 6 1.3 ITIL in relation to other publications in the Best Management Practice

More information

Free ITIL Foundation Exam Paper 40 Questions 60 Minutes Allowed. Minimum of 26/40 to Pass. With the Compliments of www.itservicesuccess.com Good Luck!! GIVE YOURSELF THE UNFAIR ADVANTAGE! MULTIPLE CHOICE

More information

ITIL overview Service Delivery. Jaroslav Procházka

ITIL overview Service Delivery. Jaroslav Procházka ITIL overview Service Delivery Jaroslav Procházka Content Service Delivery processes Service Level Management IT Financial Management Capacity Management Availability Management IT Service Continuity Management

More information

Association for International PMOs. Expert. Practitioner. Foundation PMO. Learning.

Association for International PMOs. Expert. Practitioner. Foundation PMO. Learning. AIPMO Association for International PMOs Expert Practitioner Foundation www.pmolearning.co.uk PMO Learning The Leading Standard and Certification for People Working in PMO Today Understand the Value of

More information

ITIL 2011 FOUNDATION. Training Program ACADEMY FOR PROFESSIONAL EXCELLENCE TRAINING EXCELLENCE. Skills. Performance. Real Life Experience

ITIL 2011 FOUNDATION. Training Program ACADEMY FOR PROFESSIONAL EXCELLENCE TRAINING EXCELLENCE. Skills. Performance. Real Life Experience ACADEMY FOR PROFESSIONAL EXCELLENCE Training Program ITIL 2011 FOUNDATION Knowledge Talent Skills TRAINING EXCELLENCE Performance Real Life Experience Introduction Overview ITIL (IT Infrastructure Library)

More information

ITIL Planning Protection and Optimization Capability

ITIL Planning Protection and Optimization Capability ITIL Planning Protection and Optimization Capability Certificate: ITIL Planning Protection and Optimization Capability Duration: 5 days Course Delivery: (Virtual) Classroom, Exam, ebook Course ID: ITL9331

More information

ITIL - Lifecycle Service Transition Course

ITIL - Lifecycle Service Transition Course ITIL - Lifecycle Service Transition Course Code: ITSM005CL Certification Exam: ITIL Service Transition Lifecycle Duration: 3 Days Certification Track: N/A Format: Classroom Course Credits: 3 Credits to

More information