ITSM Training Solution

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1 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 rights reserved. The Swirl logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The TOGAF logo is a trademark of the Open Group. DevOps logo is a trademark of the DevOps institute. The COBIT 5 logo is a trademark of ISACA. COBIT is a registered trademark of the Information Systems Audit and Control Association (ISACA ) -

2 TABLE OF CONTENTS CERTIFICATE PROGRAMS ITIL 2011 Awareness for Decision Makers -.5 Days (English and French)... 4 ITIL 2011 Overview - 1 Day (English and French)... 6 ITIL 2011 Foundation Program Certification Program - 3 Days (English and French)... 8 ITIL 2011 Practitioner Certificate Program 3 days ITIL 2011 Service Strategy Certification Program - 3 Days ITIL 2011 Service Design Certification Program - 3 Days ITIL 2011 Service Transition Certification Program - 3 Days ITIL 2011 Service Operation Certification Program - 3 Days ITIL 2011 Continual Service Improvement Certification Program - 3 Days ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days (English and French) ITIL 2011 Release Control & Validation (RCV) Certification Program - 5 Days (English and French) ITIL 2011 Operations Support Analysis (OSA) Certification Program - 5 Days (English and French) ITIL 2011 Planning Protection & Optimization (PPO) Certification Program - 5 Days (English and French) ITIL 2011 Managing Across the Lifecycle (MALC) - 5 Days ITIL 2011 Expert Program Bootcamp - 10 Days ITIL 2011 Expert Self Study Program & Kit overview ISO/IEC Foundation Certification Program - 2 Days ISO/IEC Information Security Foundation (ISFS) Certification Program - 2 Days COBIT 5 Certified-Foundation Program 3 Days COBIT V5 Certified-Implementation Program 3 Days Agile Scrum Foundation Certificate Program 2 days TOGAF Training Program-Combined 4 or 5 Days (English and French) Project Management Program: PRINCE2 Foundation Course 3 days (English and French) Project Management Program: PRINCE2 Practitioner Course 2 days (English and French) Project Management Program: PRINCE2 Combined Course 5 days (English and French) Organizational Change Management (OCM) Foundation Certificate Program 3 days Organizational Change Management (OCM) Practitioner Certificate Program 2 days Organizational Change Management (OCM) Combined Certificate Program 4.5 days Cloud Computing Foundation Certificate Program 2 days LEAN IT Foundation Certificate Program 2 days DevOps Foundation Certificate Program 3 days DevOps Master Certificate Program 5 days LEADING SAFe 4.0 with SA Certification 2 Days (English) SAFe 4.0 Scrum Master with SSM (English) SAFe 4.0 Scrum Product Manager/Product Owner (English) SAFe 4.0 Scrum for Teams (English) WORKSHOPS ITIL & PM for Effective Service Management - 3 Days Define & Implement Service Assets and Configuration Management (SACM) - 2 Days Workshop program Define & Implement a Service Catalogue - 2 Days Workshop program Define & Implement Continual Service Improvement (CSI) - 1 Day Workshop program Define and Implement Service Desk and Incident Management - 3 Days Workshop program Define and Implement ITIL Problem Management - 3 Days Workshop program Options to achieving ITIL Expert Certification (based on ITIL Edition 2011) ITSM/ITIL Simulation game (by G2G3) V36 Page 2

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4 ITIL 2011 Awareness for Decision Makers -.5 Days (English and French) Course Overview A half-day session for Executives, Senior Management and decision makers who need an in-depth understanding of the values associated with service improvement initiatives based on the ITIL Service Lifecycle Framework, and require a greater awareness of IT Service Management best practices. This course is designed and developed to introduce Executives and senior management to the ITIL Framework, and how it can initiate, improve or enhance internal organizational common understanding. Among other benefits, the introduction will describe the ITIL service lifecycle Framework approach to accomplishing the following: Alignment of business requirements and IT capabilities Improve the relationship of IT processes across the organization Improve IT service quality across the organization Achieve efficient and effective delivery and support of IT services Improve cost efficiency and enhanced resource utilization Increase customer / user satisfaction Enhance the customer and user relationship with the IT organization Understand the roles and responsibility of senior management and the IT service culture Recognize the critical success factors in the implementation of Best Practice Duration Half day Delivery Methods Instructor led Classroom environment Virtual Web-based Audience This program is for Executives and Senior Management who: Need to understand the value associated with service improvement initiatives based in the ITIL lifecycle model and Framework Are working in any aspect of IT Service Management Need a greater awareness of IT Service Management best practices Are implementing or would like to implement one or more of the ITIL Service Management based processes, in an IT environment Intend to acquire knowledge of the ITIL 2011 framework V36 Page 4

5 Have started the implementation of processes based on earlier version of ITIL and want to know how the new version will affect their initiative Are IT customers and require an understanding of how service support and delivery are best achieved and/or improved Prerequisites No prerequisite required for this program Program Objectives The program will provide Executives and Senior Management with the training to enhance their understanding of the ITIL framework and expose its numerous benefits to an organization. Program Contents The ITIL Executive Overview Course includes: Introduction to ITSM and ITIL service lifecycle models Overview of ISO/IEC international standard for Service Management The ITIL approach to IT Service Management in achieving business objectives ITIL Implementation requirements and benefits ITIL Understanding how ITSM and ITIL can help to achieve ROI Program Material (handout) A printed copy of the instructor s presentation will be distributed to the participants. V36 Page 5

6 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 & Private Organizations. Since early 1990, ITIL has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development and on-going management of Services Strategy, Service Design, the Transition of Services from current to desired state, Service Operation and the Continuous improvement of the those Services Duration 1 day Delivery Methods Instructor led Classroom environment Virtual Web-based Audience IT professionals interested in understanding the content and concepts of the latest ITIL edition 2011, as well as understand the differences with previous ITIL version: Executives and key stakeholders Process Owners and Managers Senior technical and operational staff IT professionals and Consultants IT customers Prerequisites No prerequisite required for this program V36 Page 6

7 Program Objectives This course introduces the latest ITIL edition 2011 concepts and explains the major differences with earlier version of ITIL. Program Contents An effective lecture designed at achieving a clear understanding the new ITIL Best Practice and Service Management lifecycle model: Overview of the drivers for ITIL Key differences between different ITIL versions - What are the major changes? o New concepts, definitions and terminology o Key interfaces Introduction to the ITIL Services Lifecycle approach and its key concepts o Including control and governance o Key roles Exposure to: o The Service Lifecycle approach and components of each stage within the lifecycle o The benefits if adopting ITIL Best Practice o The main components (the new books) within the 5 stages in the lifecycle: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Next Steps The future of ITIL Qualification o What will happen to current certifications and qualifications? When should we start adopting ITIL concepts? o Do I have to read all the books? o What will happen to our earlier ITIL version investments? o Will tools still satisfy ITIL? How does ITIL map to other quality standard such as ISO/IEC Program Material (handout) A printed copy of the instructor s presentation will be distributed to the participants. V36 Page 7

8 ITIL 2011 Foundation Program Certification Program - 3 Days (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 & Private Organizations. Since early 1990, ITIL has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services This exam-preparatory course provides comprehensive coverage of foundation concepts of ITIL. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. Duration This three (3) days classroom training course with examination held on the afternoon of the 3 rd day is accredited by the examination institute. Including a sample examination and preparation to re-enforce the knowledge gained. The format of the examination for this program consists of a closed book paper of 40 questions, to be answered within 60 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 15 minutes to allow use of a dictionary). The pass mark will be 65% or more 26 or more correct answers. The Minimum number of students per session is 6 where the maximum is 25. Delivery Methods Instructor led Classroom environment Virtual Web-based Audience IT professionals interested in understanding the content and concepts of the new ITIL, as well as understand the differences with previous ITIL versions. V36 Page 8

9 Executives and key stakeholders Process Owners and Managers Senior technical and operational staff IT professionals and Consultants IT customers Prerequisites General IT knowledge Preferably ITIL awareness Students will complete at a minimum 18 hours of class time. Although not a requirement, some student daily study time is recommended. Sample exam will be discussed in the classroom to prepare students for the real exam. Course participants should follow our ATO accredited material and/or purchase the appropriate OGC publication to review and prepare for the exam; also the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance should be reviewed as well in preparation for the exam. Program Contents Overview of the drivers for ITIL Key differences between earlier version of ITIL and current version of ITIL - What are the major changes? o New concepts, definitions and terminology o Key processes and functions Introduction to Service Management The evolution of Service Management Definition of Service and Service Management Service Management as best practice The importance of adopting a service and continual improvement culture and approach Interface to other framework and standards (i.e. ISO/IEC 20000) The Service Lifecycle The purpose, objectives and scope of the five ITIL service lifecycle stages Objectives and business value The main components (the new books) within the 5 stages in the lifecycle: o Service Strategy o Service Design o Service Transition o Service Operation V36 Page 9

10 o Continual Service Improvement Generic concepts and definitions The course will clarify and explain some of the key terminology and key concepts of Service Management. Specifically, the following key concepts: Utility and warranty Assets, resources and capabilities Service portfolio Service catalogue (both two-view and three-view types) Governance Business case Risk management Service provider Supplier Service level agreement (SLA) Operational level agreement (OLA) Underpinning contract (UC) Service design package Availability Service knowledge management system (SKMS) Configuration item (CI) and Configuration management system Definitive media library (DML) Change and Change types (standard, emergency and normal); Change proposals Event Alert Incident Impact, urgency and priority Service request Problem Workaround Known error and Known error database (KEDB) The role of communication in service operation Release policy Types of services CSI register Outcomes Patterns of business activity Customers and users The Deming Cycle (plan, do, check, act) V36 Page 10

11 Key principles and models Service strategy o Value creation through services Service design o Understand the importance of people, processes, products and partners for Service Management o Understand the five major aspects of service design o Service solutions for new or changed services o Management information systems and tools o Technology architectures and management architecture o The processes required o Measurement methods and metrics Phases and Processes Service strategy o Purpose, objectives, scope, basic concepts, process activities and interfaces for: Service portfolio management The service portfolio Financial management for IT services Business case Business relationship management Service Design o Purpose, objectives, scope, basic concepts, process activities and interfaces for: Service level management (SLM) Service-based SLA Multi-level SLAs Service level requirements (SLRs) SLA monitoring (SLAM) chart Service review Service improvement plan (SIP) The relationship between SLM and BRM Service catalogue management Availability management Service availability Component availability Reliability Maintainability Serviceability V36 Page 11

12 Vital business functions (VBF) Information security management (ISM) Information security policy Supplier management Supplier categories Capacity management Capacity plan Business capacity management Service capacity management Component capacity management IT service continuity management Purpose of business impact analysis (BIA) Risk assessment Design coordination Service transition o Purpose, objectives, scope, basic concepts, process activities and interfaces for: Change management Types of change request Change models Remediation planning Change advisory board / emergency change advisory board Lifecycle of a normal change Release and deployment management Four phases of release and deployment Knowledge management Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS Service asset and configuration management Transition planning and support Service operation o Purpose, objectives, scope, basic concepts, process activities and interfaces for: Incident management Problem management Event management Request fulfillment Access management Continual service improvement The seven-step improvement process Continual service improvement o Continual service improvement approach V36 Page 12

13 o Understand the role of measurement for continual service improvement and explain the following key elements: Relationship between critical success factors (CSF) and key performance indicators (KPI) Baselines Types of metrics (technology metrics, process metrics, service metrics) Functions The service desk function The technical management function The application management function with application development The IT operations management function Roles Process owner Process manager Process practitioner Service owner RACI Model Technology and architecture Service automation assists and integrating Service Management processes Program Material (handout) This training program includes the following as reference documentation: Program slide presentation ITIL Syllabus document Exam study guide ITIL acronyms and glossary Sample examination questions and answers Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). An ITSM Simulation game could be used as part of this course to show the benefit and impact of ITSM and ITIL on the business. This will increase the price of the program and will add a fourth day to the program schedule. V36 Page 13

14 ITIL 2011 Practitioner Certificate Program 3 days Course overview The purpose of the ITIL Practitioner certificate program is to ensure the candidate has sufficient understanding and hands-on experience of how to apply, assess, improve ITIL best practices. Duration 3 days training course, including a sample examination and preparation to re-enforce the knowledge gained. The Practitioner examination is structured as follows: o Material permitted: The examination is open book, i.e. the ITIL Practitioner Guidance publication is allowed for reference during the examination. o Examination duration: 1 hour and 45 minutes Format: The examination is scenario-based i.e. the questions relate to a case study. This case study (referred to as the Scenario ) is the same for all sample and official exams. The Scenario is included in the Scenario Booklet (see also the sample papers available on AXELOS.com) along with 6 sets of additional information necessary to answer each section of questions. o Questions: There are 6 sets of multiple choice questions (MCQs) in the Question Booklet, and each set tests particular learning outcomes from the candidate s course of study, (see the table below). There are 40 questions in total and each question is worth 1 mark. o Pass mark: Candidates are expected to achieve a score of 70% (28 marks) or higher in order to pass the examination and be awarded certification. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites Delegates wishing to take this examination must have previously passed the ITIL Foundation Examination. Audience This qualification is aimed at IT staff responsible to introduce and/or improve the ITSM situation within the organization, including: change leaders (e.g. Senior Responsible Owners), and operational line managers/staff. V36 Page 14

15 Program Objectives The qualification aims to demonstrate that IT Service Management (ITSM) professionals are equipped with the most essential skills to apply ITIL concepts in their organization. At the same time, it s designed to give confidence to managers that the members of their team are ready to initiate and successfully carry out required improvement initiatives. Program Content The following lists the course content & Learning Outcome; Once the course is successfully completed, course participants should be able to: 1. Use IT Service Management concepts that are important drivers of continual service improvement 2. Apply the ITSM guiding principles in a real-world context 3. Apply the CSI approach to manage improvements in a given organizational context 4. Use metrics and measurement to enable continual service improvement 5. Communicate effectively to enable continual service improvement 6. Apply organizational change management to support continual service improvement 7. Apply the concept of adopt and adapt when using ITIL guidance in a given context 8. Analyze the importance of each element of a service when planning and implementing service improvements 9. Apply the ITSM guiding principles in a given context when planning and implementing service improvements 10. Describe the purpose and main outputs of each step of the CSI Approach 11. Use the CSI Approach tools and techniques successfully in a given specific context 12. Apply the CSI approach to a given context, demonstrating an understanding of the critical competences, the guiding principles and the scientific method 13. Define critical success factors (CSFs) using a relevant hierarchical approach 14. Determine key performance indicators (KPIs) to underpin a critical success factor 15. Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories 16. Define a current state assessment in a given context 17. Design a report in a given context 18. Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles 19. Explain the nature, value, importance and benefits of good communication 20. Explain communication principles 21. Explain the purpose and value of communication tools and techniques 22. Use relevant communication tools and techniques to support improvement in a given context 23. Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles V36 Page 15

16 24. Explain the role and impact of Organizational Change Management (OCM) in successful improvement 25. Describe the purpose and value of OCM activities 26. Use relevant OCM tools and techniques to support improvement in a given context 27. Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles. Program Material (handout) This training program includes the following as reference documentation: o Program slide presentation o Sample examination questions and answers Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice. V36 Page 16

17 ITIL 2011 Service Strategy Certification Program - 3 Days Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate TSO publication to complete at a minimum 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance. Duration This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This three (3) days classroom training course with examination held on the afternoon of the 3 rd day is accredited by the examinations institute. V36 Page 17

18 The course includes approximately 21 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: Chief information officers (CIOs) Chief technology officers (CTOs) Managers Supervisory staff Team leaders Service designers IT architects IT planners IT consultants IT audit managers IT security managers ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT Service Management within an organization IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. V36 Page 18

19 Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. Additionally, to be eligible for this ITIL Intermediate qualification, candidates shall fulfill the following requirements: At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge of the following subjects: Introduction to service strategy Service strategy principles Service strategy processes Governance Organizing for service strategy Technology considerations Implementing service strategy Challenges, critical success factors and risks. Introduction The purpose of Service Strategy The relationship of the Service Strategy to other ITIL stages Service Strategy Principles This unit introduces the candidate to the core concepts and practices in Strategy and organization applied to Service Management and IT. Fundamental aspects of service strategy Basic approach to deciding a strategy Strategy and opposing dynamics Outperforming competitors The four P s of service strategy Services Value V36 Page 19

20 Utility and warranty Assets customer, service and strategic Service Providers types and choosing between them Defining services Strategies for customer satisfaction The Kano model Service economics Sourcing strategy Strategy inputs and outputs with the service lifecycle Service Strategy Processes Strategy management for IT services The high level steps of performing a strategic assessment Analyze the internal and external environment Define market spaces and establish objectives Strategy execution Service portfolio management Financial management for IT services Demand management Business relationship management The following will be discussed for each of the Service Strategy processes: Purpose and objectives Scope Value to Business Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Critical success factors and key performance indicators Challenges and risks Governance Setting the strategy for governance Evaluate, direct, monitor Governance framework What is IT governance Governance bodies How service strategy relates to governance Organizing for service strategy Organizational development Organizational departmentalization Organizational design V36 Page 20

21 The role of service owner and business relationship manager Strategy, portfolio, financial, and demand roles Technology Considerations Service automation Service interfaces Implementing Service strategy Implementation through the lifecycle Following a lifecycle approach The impact of service strategy on other lifecycle stages Service Strategy challenges, critical success factors and risks Challenges Risks Critical success factors Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus document ITIL acronyms and glossary Sample examination questions and answers Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 21

22 ITIL 2011 Service Design Certification Program - 3 Days Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate TSO publication to complete at a minimum 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance. Duration This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This three (3) days classroom training course with examination held on the afternoon of the 3 rd day is accredited by the examinations institute. V36 Page 22

23 The course includes approximately 21 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: Chief information officers (CIOs) Chief technology officers (CTOs) Managers Supervisory staff Team leaders Service designers IT architects IT planners IT consultants IT audit managers IT security managers ITSM trainers involved in the ongoing management, coordination and integration of design activities within the service lifecycle Individuals who require a detailed understanding of the ITIL service design stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization IT professionals working within, or about to enter, a service design environment and requiring an understanding of the concepts, processes, functions and activities involved Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Prerequisites V36 Page 23

24 Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. Additionally, to be eligible for this ITIL Intermediate qualification, candidates shall fulfill the following requirements: At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: Introduction to service design Service design principles Service design processes Service design technology-related activities Organizing for service design Technology considerations Implementation and improvement of service design Challenges, critical success factors and risks. The program will cover the following modules: Introduction to Service Design This learning unit covers the purpose, goals, objectives and scope of service design and the business value of service design activities. The context of service design in the ITIL service lifecycle and the inputs and outputs of service design are also covered, including the service design package and service acceptance criteria. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: Purpose, goals and objectives of service design Scope of service design Business value The context of service design in the ITIL service lifecycle V36 Page 24

25 Service design inputs and outputs and the contents and use of the service design package The contents and use of service acceptance criteria Service Design Principles This unit covers Service Design principles. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: Holistic service design, service composition and the four Ps The importance of and approach to balanced design Service Requirements, business requirements and drivers Design activities and their constraints 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 Service-oriented architecture principles Service design models Service Design Processes This unit covers the managerial and supervisory aspects of the ITIL processes covered in the Service Design stage, (but excludes the day to day operation of the processes which is covered in the corresponding Capability Modules). To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, or analyze the following sections: Design coordination Service catalogue management Service level management Availability management Capacity management IT service continuity management Information security management Supplier management The following topics will be discussed for each of the here mentioned processes Purpose and objectives Scope of Service Design stage Value to business V36 Page 25

26 Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Critical success factors and key performance indicators Challenges and risks Service Design technology related activities The service design activities and techniques within requirements engineering The service design activities and techniques within data and information management The service design activities and techniques associated with application management Organizing for Service Design Functional roles analysis and the use of the RACI matrix The functions within service design The roles and responsibilities within service design Consideration of Technology The types of tools that would benefit service design Requirements for Service Management tools Implementation and improvement of Service Design The service design issues relating to business impact analysis, service level requirements and risks The six-stage implementation approach Measurements of service design, a prerequisite for success Challenges, CSFs and Risks Challenges Critical success factors and key performance indicators Risks Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. V36 Page 26

27 Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus document ITIL acronyms and glossary Sample examination questions and answers Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 27

28 ITIL 2011 Service Transition Certification Program - 3 Days Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Service Transition Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate TSO publication to complete at a minimum 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance. Duration This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This three (3) days classroom training course with examination held on the afternoon of the 3 rd day is accredited by the examinations institute. V36 Page 28

29 The course includes approximately 21 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: Chief information officers (CIOs) Chief technology officers (CTOs) Managers Supervisory staff Team leaders Service designers IT architects IT planners IT consultants IT audit managers IT security managers ITSM trainers involved in the ongoing management, coordination and integration of transition activities within the service lifecycle Individuals who require a detailed understanding of the ITIL service transition stage of the ITIL service lifecycle and of how it may be implemented to enhance the quality of IT service provision within an organization IT professionals working within, or about to enter, a service transition environment and requiring a detailed understanding of the processes, functions and activities involved Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. V36 Page 29

30 Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. Additionally, to be eligible for the ITIL Intermediate qualification, candidates shall fulfill the following requirements: At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture: Introduction to service transition Service transition principles Service transition processes Managing people through service transitions Organizing for service transition Technology considerations Implementing and improving service transition Challenges, critical success factors and risks. The program will cover the following modules: Course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze the following topics: Introduction The purpose and objectives of service transition The scope of service transition and the processes within service transition Value to business The context of service transition in the ITIL service lifecycle Service Transition Principles The key policies and best practice principles that aid effective service transition V36 Page 30

31 Optimizing service transition performance and typical metrics that can be used Service Transition inputs and outputs by lifecycle stage Service Transition Processes Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Change Evaluation Knowledge Management The following topics will be discussed for each of the here mentioned processes Purpose and objectives Scope Value to Business Policies, principle and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Critical success factors and key performance indicators Challenges and risks Managing people through service transitions Managing communications and commitment Managing organizational and stakeholder change Stakeholder Management Organizing for Service Transition Organizational development Role of technical and application management function in service transition Organizational context for transitioning a service Service transition roles and responsibilities The relationship of service transition to other lifecycle phases Consideration of Technology Technology requirements for service transition that support service transition as a whole and that support service transition s integration into the whole lifecycle, including knowledge management tools, collaboration and configuration management system V36 Page 31

32 Implementation and improvement of Service Transition Key activities in the introduction of service transition An integrated approach to service transition processes Implementing service transition in a virtual or cloud environment Challenges, Critical success factors and risks Challenges facing service transition Measurement through analyzing critical success factors Core Guidance References Potential implementation risks that could affect services currently in transition and being planned External factors that affect the approach to service transition Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. Program Material This ITIL program includes the following program material: Program slide presentation Syllabus document Sample examination questions and answers ITIL acronyms and glossary Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 32

33 ITIL 2011 Service Operation Certification Program - 3 Days Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Service Operation Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate TSO publication to complete at a minimum 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance. Duration This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This three (3) days classroom training course with examination held on the afternoon of the 3 rd day is accredited by the examinations institute. V36 Page 33

34 The course includes approximately 21 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: Chief information officers (CIOs) Chief technology officers (CTOs) Managers Supervisory staff Team leaders Service designers IT architects IT planners IT consultants IT audit managers IT security managers ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle Individuals who require a detailed understanding of the ITIL service operation stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. V36 Page 34

35 Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. Additionally, to be eligible for this ITIL Intermediate qualification, candidates shall fulfill the following requirements: At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture: Introduction to service operation Service operation principles Service operation processes Common service operation activities Organizing for service operation: functions Technology considerations Implementation of service operation Challenges, critical success factors and risks. The program will cover the following modules: Course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze the following topics Introduction The main purpose and objective of service operation The scope of service operation The context of service operation and the service lifecycle The value to the business Service operation fundamentals V36 Page 35

36 Service Operation Principles Achieving balance in service operation Providing good service Involvement in other lifecycle stages Operational health Communication Documentation Service operation inputs and outputs Service Operation Processes Event Management Incident Management Request Fulfillment Problem Management Access Management The following topics will be discussed for each of the here mentioned processes Purpose and objectives Scope of Service Operation Value to Business Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Critical success factors and key performance indicators Challenges and risks Common Service Operation Activities Monitoring and control IT operations Server and mainframe management and support Network management Storage and archive Database administration Directory services management Desktop and mobile device support Middleware management Internet/web management Facilities and data center management V36 Page 36

37 Operational activities of processes covered in other lifecycle stages Improvement of operational activities Organizing Service Operation Functions Service Desk Technical Management IT Operations Management Application Management Roles and Responsibilities Service Operation Organizational Structures Technology Considerations Technology, tools and telephony requirements for the Service Operation processes and activities, including: o Generic Requirements o Event Management o Incident Management o Request Fulfillment o Problem Management o Access Management o Service Desk Implementation Considerations 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 Challenges, Critical Success Factors and Risks Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. V36 Page 37

38 Program Material This ITIL program includes the following program material: Program slide presentation Syllabus document Sample examination questions and answers ITIL acronyms and glossary Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 38

39 ITIL 2011 Continual Service Improvement Certification Program - 3 Days Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Continual Service Improvement Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate TSO publication to complete at a minimum 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance. Duration This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This three (3) days classroom training course with examination held on the afternoon of the 3 rd day is accredited by the examinations institute. V36 Page 39

40 The course includes approximately 21 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: Chief information officers (CIOs) Chief technology officers (CTOs) Managers Supervisory staff Team leaders Service designers IT architects IT planners IT consultants IT audit managers IT security managers ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle Individuals who require a detailed understanding of the ITIL service operation stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. V36 Page 40

41 Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. Additionally, to be eligible for the ITIL Intermediate qualification, candidates shall fulfill the following requirements: At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: Introduction to Continual Service Improvement Continual Service Improvement Principles Continual Service Improvement Process Continual Service Improvement Methods and Techniques Organization for Continual Service Improvement Technology considerations for Continual Service Improvement Implementation Considerations Challenges, Critical success factors and risks The program will cover the following modules: Candidates will capture concepts and terminology in the field of Continual Service Improvement. Specifically, after completion of the following sections candidates will be understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze the topics below. Introduction The purpose and objectives of CSI The scope of CSI The value to business of adopting and implementing CSI The approach to CSI V36 Page 41

42 The business questions to be asked to ensure that a CSI initiative is warranted The context of CSI in the ITIL service lifecycle The inputs and outputs to CSI Continual Service Improvement 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 how CSI can make effective use of the various aspects of Service Measurement how Knowledge Management is a mainstay of any improvement initiative how CSI can make effective use of internal and external Benchmarks how CSI can be used to ensure 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 Continual Service Improvement Process Purpose and objectives Scope of CSI Value to business Policies, principles and basic concepts The 7-step improvement process Process activities, methods and techniques Triggers, inputs, outputs and interfaces How other processes play key roles in the seven-step improvement process Critical success factors and key performance indicators Challenges and risks Continual Service Improvement Methods and Techniques What to assess and when to use Assessments Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking Service measurement. Specifically designing and analyzing service measurement frameworks Metrics. Specifically, the candidate will be able to describe the importance of properly defining metrics and measurements, demonstrate setting targets, and describe, use and interpret metrics, scorecards and reports, including balanced scorecard and SWOT analysis Return on investment. Specifically, the candidate will be able to demonstrate how to create a return on investment, establish a business case and measure the benefits achieved Service reporting. Specifically, articulating reporting policies and rules V36 Page 42

43 How availability management techniques such as component failure impact analysis, fault tree analysis, service failure analysis, technical observation and the expanded incident lifecycle can be used by CSI How capacity management techniques such as business, service and component capacity management, workload and demand management, and the iterative activities of capacity management can be used by CSI How CSI needs to take IT service continuity management requirements into consideration and how CSI can use risk management to identify areas for improvement How problem management supports the activities of CSI How knowledge management supports CSI Organization for Continual Service Improvement Service owner Process owner Process manager Process practitioner CSI manager The nature of the activities and the skills required for the seven-step improvement process Comparing the CSI manager role with other relevant roles How the responsibility model (RACI) can be used when defining roles and responsibilities in CSI Technology for Continual Service Improvement How the following tools can be used to assist some or all of the activities of CSI: IT Service Management suites Systems and network management Event management Automated incident/problem resolution Performance management Statistical analysis tools Project and portfolio management Financial management for IT services Business intelligence/reporting Implementing Continual Service Improvement Critical considerations and where to start The role of governance to CSI The effect of organizational change for CSI A communication strategy and plan V36 Page 43

44 Critical success factors and risks 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 Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus document ITIL acronyms and glossary Sample examination questions and answers Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 44

45 ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days (English and French) Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Service Offering & Agreement Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Duration This program is offered over a 5-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This five (5) days classroom training course with examination held on the afternoon of the 5 th day is accredited by the examinations institute. The course includes approximately 30 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not V36 Page 45

46 have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: IT professionals Business managers Business process owners Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. At least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme 2 to 4 years professional experience working in IT Service Management is highly desirable Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) V36 Page 46

47 It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL core guidance in preparation for the examination, specifically Chapter 2: Service Management as a practice. Additionally, it is recommended that candidates: Have experience of working in a Service Management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: o Service portfolio management o Service catalogue management o Service level management o Demand management o Supplier management o Financial management for IT services o Business relationship management Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy and Service Design publications. Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification: Overview of SOA processes and basic principles The value to the business of SOA activities How the SOA processes rely on a good business case How the SOA processes rely on a good understanding of return on investment (ROI) Processes across the service lifecycle pertaining to the service offerings and agreements curriculum: o Service portfolio management, which provides documentation for services and prospective services in business terms o Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint o Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place o Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented o Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management V36 Page 47

48 o Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations o Business relationship management, which ensures the customer s requirements are correctly identified SOA roles and responsibilities Technology and implementation considerations Challenges, critical success factors and risks The program will cover the following modules: The candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: Introduction The context in the service lifecycle of the SOA processes from the service strategy stage (service portfolio management, demand management, financial management for IT services and business relationship management) Understand the reliance of these processes (service portfolio management, demand management, financial management for IT services and business relationship management) on the existence of a strategy. Understand the purpose and objectives, scope and value to business of the strategy management for IT services process The context in the service lifecycle of the SOA processes from the service design stage (service catalogue management, service level management, supplier management) Understand purpose and objectives, scope and value to business of the design coordination process How successful services depend on the customer s perception of utility and warranty and the relevance to the SOA processes Understanding how the SOA processes are the starting point for understanding and identifying customer requirements Return on investment (ROI) and the business case and the relevance to the SOA processes Service Portfolio Management Introduction to the service portfolio and its relationship to the service pipeline and service catalogue The purpose and objectives of service portfolio management The scope of service portfolio management The value to the business of service portfolio management Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Information management Critical success factors and key performance indicators V36 Page 48

49 Challenges and risks Designing the service portfolio Service Catalogue Management The importance of the service catalogue to the service lifecycle and its interface to the service portfolio The purpose and objectives of service catalogue management The scope of service catalogue management The value to the business of service catalogue management Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Information management Critical success factors and key performance indicators associated with the process Challenges and risks associated with the process Production of a service catalogue Service Level Management The importance of SLM to the service lifecycle The purpose and objectives of SLM The scope of SLM The value to the business of SLM Policies, principles and basic concepts Process activities, methods and techniques of SLM and how it relates to the service lifecycle. Triggers, inputs, outputs and interfaces Information management Critical success factors and key performance indicators associated with the process Challenges and risks associated with the process The content of SLAs and OLAs Demand Management The importance of demand management to managing services throughout the service lifecycle The purpose and objectives of demand management The scope of demand management The value to the business of demand management Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Information management V36 Page 49

50 Critical success factors and key performance indicators Challenges and risks Supplier Management The purpose and objectives of supplier management The scope of supplier management The value to the business of supplier management The principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Information management Critical success factors and key performance indicators Challenges and risks Financial Management for IT services The importance of the process to the service lifecycle The purpose and objectives of financial management for IT services The scope of financial management for IT services The value to the business of financial management for IT services Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Information management Critical success factors and key performance indicators Challenges and risks Business Relationship Management The purpose and objectives of BRM The scope of BRM The value to the business of BRM Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces Information management Critical success factors and key performance indicators Challenges and risks V36 Page 50

51 Service Offerings and Agreements Roles and Responsibilities Key roles and responsibilities of service portfolio management Key roles and responsibilities of service catalogue management Key roles and responsibilities of SLM Key roles and responsibilities of demand management Key roles and responsibilities of supplier management Key roles and responsibilities of financial management for IT services Key roles and responsibilities of BRM Technology and Implementation Considerations The generic requirements for technology to assist service design The evaluation criteria for technology and tooling for process implementation The good practices for practice and process implementation The challenges, critical success factors and risks related to implementing practices and processes How to plan and implement Service Management technologies Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus Document ITIL acronyms and glossary Sample examination questions and answers Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 51

52 ITIL 2011 Release Control & Validation (RCV) Certification Program - 5 Days (English and French) Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Release Control and Validation Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Duration This program is offered over a 5-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This five (5) days classroom training course with examination held on the afternoon of the 5 th day is accredited by the examinations institute. The course includes approximately 30 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not V36 Page 52

53 have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: IT professionals Business managers Business process owners Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. At least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme 2 to 4 years professional experience working in IT Service Management is highly desirable Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) V36 Page 53

54 It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL core guidance in preparation for the examination, specifically Chapter 2: Service Management as a practice. Additionally, it is recommended that candidates: Have experience of working in a Service Management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: o Change management o Service asset and configuration management o Service validation and testing o Release and deployment management o Request fulfillment o Change evaluation o Knowledge management Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition and Service Operation publications. Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification: The importance of Service Management as a practice concept and service transition principles, purpose and objective The importance of ITIL release, control and validation while providing service How all processes in ITIL release, control and validation interact with other service lifecycle processes What are the processes, activities, methods and functions used in each of the ITIL release, control and validation processes How to use the ITIL release, control and validation processes, activities and functions to achieve operational excellence How to measure ITIL release, control and validation The importance of IT security and its contributions to ITIL release, control and validation The technology and implementation considerations surrounding ITIL release, control and validation Change management as a capability to realize successful service transition Service validation and testing as a capability to ensure the integrity and the quality of service transition V36 Page 54

55 Service asset and configuration management as a capability to monitor the state of service transition Knowledge management as part of enhancing the on-going management decision support and service delivery capability Request fulfillment and change evaluation to ensure meeting committed service level performance Release, control and validation process roles and responsibilities Technology and implementation considerations Challenges, critical success factors and risks associated with ITIL release, control and validation The program will cover the following modules: The candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: Introduction Purpose and objectives of service transition Scope of the service transition phase in relation to the RCV processes, its value to the business and how the RCV processes interact with processes within other lifecycle stages Various aspects to be considered for developing an effective service transition strategy The key initiatives that are important for an effective preparation for service transition The approach and best practices in planning and coordinating service transition activities How service transition provides transition process support to stakeholders Change Management The purpose and objectives of the change management process, and describe its practical application within a business environment The scope of the change management process The business value of change management and demonstrate some practical examples in real-life situations Change management policies, and its design and planning considerations Types of change request, and describe them using examples by service lifecycle stage; distinguish changes, requests for change (RFCs) and change records The role of change models, change proposals and standard changes The options and considerations for remediation planning Typical activities involved in managing changes, and describe workflow of processing different types of change requests The methods and techniques associated with each major change management activity The change management process triggers, inputs, outputs and interfaces with other processes The role of the configuration management system (CMS) in change management How change management can be effectively measured, and examples of critical success factors and key performance indicators V36 Page 55

56 The challenges and risks of change management Typical change management activities that may be performed on a day-to-day basis during the service operation lifecycle stage Managing organization and stakeholder change as an essential part of continual improvement Service Asset and Configuration Management The purpose and objectives of the SACM process The scope of SACM The business value of the SACM process, and demonstrate some practical examples in real-life situations SACM policies and basic concepts and various types of CIs The use of a configuration management system (CMS), and its major components, in supporting the effective execution of SACM process The activities of asset management, the role of software asset management and associated tools The key SACM process activities and deliverables for executing each of these activities The SACM process triggers, inputs, outputs and interfaces with other processes The information management considerations for SACM How the SACM process can be effectively measured, and examples of critical success factors and key performance indicators and their application The challenges and risks of SACM Typical SACM activities performed on a daily basis by service operation Service Validation and Testing The purpose and objectives of the SVT process The scope of the SVT process The business value of the SVT process, and demonstrate some practical examples in real-life situations How policies can drive and support the execution of the SVT process, and describe practical examples of such policies Various test models, their objectives and test conditions, and examples of validation conditions Various validation and testing perspectives, their purposes and the stakeholder groups requirements to be addressed The use of test levels and test models to help with building quality service deliverables during the early stage of the service development lifecycle The key activities of the SVT process, the underlying method and techniques in performing each step The SVT process triggers, inputs, outputs and interfaces with other processes The practices of maintaining test data and test environments in respect of changing test requirements How the SVT processes can be measured in terms of business value contribution and internal efficiency, and examples of critical success factors and key performance indicators The challenges and risks of SVT V36 Page 56

57 Release and Deployment Management The purpose, and objectives of the RDM process The scope of the RDM process The business value of the RDM process RDM policies, the concept of a release unit, release design options and considerations, and models The four phases of RDM Release and deployment planning considerations Release and deployment plans Pass/fail criteria Build and test planning Planning release packaging and build Preparation for release build and test Deployment planning Planning of pilots Financial/commercial planning The key steps and techniques for performing the release build and test stage Release and build documentation Acquire and test input configuration items and components Release packaging Build and manage the test environments Service testing and pilots The approach for developing a detailed plan for deployment and the key steps for performing the actual transfer, deployment and retirement, verifying deployment, providing early life support Reviewing and closing the deployment The RDM process triggers, inputs, outputs and interfaces with other processes How information pertaining to service deployment should be recorded and maintained How the RDM processes can be measured in terms of business value contribution and examples of critical success factors and key performance indicators The challenges, risks and critical success factors pertaining to RDM Typical RDM activities performed on a daily basis by service operation Request Fulfillment The purpose, objectives and scope of the request fulfillment process The business value of the request fulfillment process Request fulfillment policies, principles and basic concepts. Request fulfillment activities and demonstrate some practical examples of service requests that can be offered as standard services by category Request fulfillment process triggers, inputs, outputs and interfaces (particularly with RDM, SACM and change management) V36 Page 57

58 Information required by the request fulfillment process How request fulfillment can be effectively measured, and examples of critical success factors and key performance indicators Challenges and risks pertaining to request fulfillment Change Evaluation The purpose, objectives and scope of the change evaluation process The business value of the change evaluation process Change evaluation policies, principles and use of the Plan-Do-Check-Act model Change evaluation process terminology and typical change evaluation process workflow Perspectives to consider when executing an evaluation plan, the intended and unintended effect of a change, and factors for evaluating the effectiveness of a service change The evaluation of predicted service performance and actual performance and of risk management. How this can impact the course of actions for the overall service design/change evaluation. Evaluation report contents Change evaluation process triggers, inputs, outputs and interfaces The role of the SKMS and CMS relative to the change evaluation process How change evaluation can be effectively measured, and examples of critical success factors and key performance indicators Challenges and risks pertaining to change evaluation Knowledge Management The purpose, objectives and scope of the KM process The business value of the KM process, especially in the context of service transition KM policies and use of DIKW structure. The SKMS and its relationship with the CMDB and CMS, using examples KM activities and practical techniques for enabling a KM strategy, knowledge transfer and the effective management of data, information and knowledge. Demonstrate the benefits of using an SKMS through examples KM process triggers, inputs, outputs and interfaces. The stakeholder groups within the IT Service Management organization whose support is needed for effective knowledge management. Information management aspects to consider when creating an SKMS How KM can be effectively measured, and examples of critical success factors and key performance indicators Challenges and risks pertaining to KM The relationship between continual service improvement and knowledge management RCV Roles and Responsibilities Generic roles involved in service transition V36 Page 58

59 The key roles/functions responsible for executing each process step as related to: Transition planning and support Change management Service asset and configuration management Release and deployment management Service validation and testing Request fulfillment Change evaluation Knowledge management Technology and Implementation Considerations The list of generic requirements for integrated ITSM technology The evaluation criteria for Service Management tools for process implementation The RCV practices for process implementation which include: o Managing change in operations o Service operation and project management o Assessing and managing risk in service operation o Operational staff in service design and transition o The challenges, critical success factors and risks relating to implementing service transition practices and processes o How to plan and implement Service Management technologies The technology considerations for implementing the following processes and activities: o Knowledge management tools o Collaboration o Configuration management system Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus Document ITIL acronyms and glossary Sample examination questions and answers V36 Page 59

60 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 60

61 ITIL 2011 Operations Support Analysis (OSA) Certification Program - 5 Days (English and French) Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Operations Support Analysis Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Duration This program is offered over a 5-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This five (5) days classroom training course with examination held on the afternoon of the 5 th day is accredited by the examinations institute. The course includes approximately 30 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, V36 Page 61

62 to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: IT professionals Business managers Business process owners Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. At least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme 2 to 4 years professional experience working in IT Service Management is highly desirable V36 Page 62

63 Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL core guidance in preparation for the examination, specifically Chapter 2: Service Management as a practice. Additionally, it is recommended that candidates: Can demonstrate familiarity with IT terminology and understand Operational Support and Analysis within the context of their own business environment. Have experience of working in a Service Management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: o Event management process o Incident management process o Request fulfillment process o Problem management process o Access management process o Service desk o Technical management o IT operations management o Application management. Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition and Service Operation publication. Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification: The value to the business of OSA activities How OSA activities support the service lifecycle Optimizing service operation performance How the processes in OSA interact with other service lifecycle processes How to use the OSA processes, activities and functions to achieve operational excellence How to measure OSA The importance of IT security and its contributions to OSA Understanding the technology and implementation considerations surrounding OSA The challenges, critical success factors (CSFs) and risks associated with OSA Specific emphasis on the service operation lifecycle processes and roles included in: V36 Page 63

64 o Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service o Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels o Request fulfillment, which fulfills a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products o Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented o Access management, which grants authorized users the right to use a service while preventing access to non-authorized users. Operational activities of processes covered in other lifecycle stages such as: o Change management o Service asset and configuration management o Release and deployment management o Capacity management o Availability management o Knowledge management o Financial management for IT services o IT service continuity management. Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management. The program will cover the following modules: The candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: Introduction The value to the business of OSA activities The context of OSA activities within the service lifecycle How OSA activities support the service lifecycle Optimizing service operation performance Event management The purpose and objectives of the event management process The scope of the event management process The value to business and to the service lifecycle The policies, principles and basic concepts of event management V36 Page 64

65 Designing for event management Use of event rule sets and correlation engines The process activities, methods and techniques that enable this process and how it relates to the service lifecycle The triggers, inputs and outputs, and interfaces Information management within the event management process How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process The challenges and risks associated with the event management process Incident Management The purpose and objectives of the incident management process The scope of the incident management process The value to business and to the service lifecycle The policies, principles and basic concepts of incident management The process activities, methods and techniques and how they relate to the service lifecycle The triggers, inputs and outputs and interfaces Information management within the incident management process How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process The challenges and risks associated with the incident management process Request Fulfillment The purpose and objectives of the request fulfillment process The scope of the request fulfillment process The value to business and to the service lifecycle The policies and principles of request fulfillment and the request model concept The process activities, methods and techniques and how they relate to the service lifecycle The triggers, inputs and outputs and interfaces Information management within the request fulfillment process How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfillment process The challenges and risks associated with the request fulfillment process Problem Management The purpose and objectives of the problem management process The scope of the problem management process The value to business and service lifecycle The policies, principles and basic concepts of problem management and the problem model concept V36 Page 65

66 Problem Analysis techniques and error detection in development environments. The process activities, methods and techniques and how they relate to the service lifecycle The triggers, inputs and outputs, and interfaces Information management within the problem management process How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the problem management process The challenges and risks associated with the problem management process Access management The purpose and objectives of the access management process The scope of the access management process The value to business and service lifecycle The policies, principles and basic concepts of access management The process activities, methods and techniques and how they relate to the service lifecycle The triggers, inputs and outputs, and interfaces Information management within the access management process How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process The challenges and risks associated with the access management process The service Desk The service desk role The service desk objectives Different service desk organizational structures Different service desk staffing options Measuring service desk performance Issues and safeguards to consider when outsourcing the service desk Common OSA functions and roles The roles within each function The roles within each OSA process The objectives of each function The activities of each function Technology and Implementation considerations The generic requirements for technology to support process capability The evaluation criteria for technology and tools for process implementation Project, risk and staffing practices for process implementation The challenges, risks and CSFs related to implementing practices and processes How to plan and implement Service Management technologies V36 Page 66

67 Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus Document ITIL acronyms and glossary Sample examination questions and answers Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 67

68 ITIL 2011 Planning Protection & Optimization (PPO) Certification Program - 5 Days (English and French) Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Planning Protection and Optimization Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Duration This program is offered over a 5-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This five (5) days classroom training course with examination held on the afternoon of the 5 th day is accredited by the examinations institute. The course includes approximately 30 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not V36 Page 68

69 have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: IT professionals Business managers Business process owners Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. At least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme 2 to 4 years professional experience working in IT Service Management is highly desirable Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) V36 Page 69

70 It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL core guidance in preparation for the examination, specifically Chapter 2: Service Management as a practice. Additionally, it is recommended that candidates: Can demonstrate familiarity with IT terminology and understand Planning Protection and Optimization within the context of their own business environment. o Capacity management o Availability management o IT service continuity management (ITSCM) o Information security management o Demand management Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication. Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification: o Service design in PPO and lifecycle context o Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization o Capacity management as a capability to realize successful service design o Availability management as a capability to realize successful service design o IT service continuity management as a capability to support overall business continuity management o Information security management as part of the overall corporate governance framework o Planning, protection and optimization roles and responsibilities o Technology and implementation considerations o Organizational roles relevant to PPO And specifically in the following key ITIL process and role areas: Capacity management Availability management IT service continuity management Information security management Demand management V36 Page 70

71 Challenges, critical success factors and risks for planning, protection and optimization The program will cover the following modules: The candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: Introduction Purpose and objectives and value of service design The lifecycle in context Service design basics The role of design coordination within PPO Capacity Management The purpose and objectives of capacity management The scope of capacity management The importance of capacity management as a process to generate business value Capacity management policies, principles and basic concepts The main activities, methods and techniques that enable capacity management, and how they relate to planning, protection and optimization The triggers, inputs, outputs and interfaces of capacity management and its interfaces with other processes The capacity management information system and its role in information management How the critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful capacity management Challenges and risks of capacity management Availability Management The purpose and objectives of the process The scope of the process The importance of availability management as a process to generate business value Availability management policies, principles and basic concepts The main activities, methods and techniques that enable availability management and how they relate to planning, protection and optimization The triggers, inputs, outputs and interfaces of availability management, and its interface with other processes How availability management relates to information management How the critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful availability management V36 Page 71

72 Challenges and risks of availability management IT service Continuity Management The purpose and objectives of the process The scope of the process The importance of ITSCM as a process to generate business value ITSCM policies, principles and basic concepts The main activities, methods and techniques that enable ITSCM, and how they relate to planning, protection and optimization, particularly stages 1-4 of the ITSCM lifecycle: o Initiation o Requirements and strategy o Implementation o Ongoing operation o Invocation of ITSM The triggers, inputs, outputs and interfaces of ITSCM, and its interface with other processes Information management for ITSCM How the critical success factors and key performance indicators can be used and applied to demonstrate the efficiency and effectiveness of successful IT service continuity management Challenges and risks of ITSCM Information Security Management The purpose and objectives of the process The scope of the process The importance of information security management as a process to generate business value Information security management policies, principles and basic concepts The main activities, methods and techniques that enable this process and how they relate to planning, protection and optimization The triggers, inputs, outputs and interfaces of information security management Information security management and the security management information system (SMIS) How the critical success factors and key performance indicators can be used and applied to demonstrate the efficiency and effectiveness of successful information security management Challenges and risks of ISM Demand Management Purpose and objectives of demand management Scope of demand management Value to business Policies, principles and basic concepts Process activities, methods and techniques of demand management Triggers, inputs, outputs and interfaces V36 Page 72

73 Information management and demand management Critical success factors and key performance indicators Challenges and risks of demand management Planning, Protection and Optimization Roles and Responsibilities The key roles/functions responsible for executing each process step as related to: Process manager Process practitioner Capacity management process manager Availability management process manager IT service continuity management process manager Information security management process manager Demand management roles Technology and Implementation Considerations The generic requirements for technology to assist service design The evaluation criteria for technology and tooling for process implementation The good practices for practice and process implementation The challenges, critical success factors and risks related to implementing practices and processes How to plan and implement Service Management technologies The consideration for implementing technologies in supporting the processes within planning, protection and optimization practice, in particular, designing technology architectures Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus Document ITIL acronyms and glossary Sample examination questions and answers V36 Page 73

74 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 74

75 ITIL 2011 Managing Across the Lifecycle (MALC) - 5 Days Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of those Services Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Edition 2011Framework. The ITIL Intermediate Qualification: Managing Across the Lifecycle Certificate is a free-standing qualification, but is also part of the ITIL modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Duration This program is offered over a 5-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. This five (5) days classroom training course with examination held on the afternoon of the 5 th day is accredited by the examinations institute. The course includes approximately 30 hours of student-instructor interaction, a sample and a formal examination. The format of the examination consists of a closed book paper of 8 multiple choice complex questions, V36 Page 75

76 to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based Virtual Web based Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: Chief information officers Senior IT managers IT managers Supervisors IT professionals IT operations practitioners IT development practitioners Individuals who require a business and management level understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final mandatory module Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT Service Management certificate is a prerequisite. Prerequisites Candidates wishing to be trained and examined for this qualification must already have two (2) credits from the ITIL Foundation certificate and must, as a minimum, have obtained a further 15 credits from ITIL Intermediate qualifications, and therefore a total of at least 17 credits. Documentary evidence of this must be presented by candidates for the MALC qualification. In addition to the prerequisite entry criteria, in order to be eligible for the MALC examination candidates must have fulfilled the following requirements: Candidates must have undertaken at least 30 contact hours for this syllabus as part of a formal, approved training course/scheme. Contact hours are hours of instruction, excluding breaks, with an accredited training organization (ATO) or an accredited e-learning solution. Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications. V36 Page 76

77 Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification: Key concepts of the service lifecycle Communication and stakeholder management Integrating Service Management processes across the service lifecycle Managing services across the service lifecycle Governance and organization Measurement Implementing and improving Service Management capability. The program will cover the following modules: The candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: Key concepts of the service lifecycle Managing services and Service Management The service lifecycle: o The five stages of the service lifecycle and how they interact with each other o Considering services from end-to-end: justification, design, measuring, testing, deploying, operating and looking for ways to improve Service value across the different stages of the service lifecycle: o How service strategy elements dictate what constitutes value, and how value is defined and measured o Realizing business value in service operation o Testing and demonstrating the service value in service transition o Monitoring service measurements and using them to support all stages of the service lifecycle Other key concepts: o Core, enabling and enhancing services o Organizing for Service Management o Use of the RACI model to define and clarify roles and responsibilities, particularly in interfaces between processes and between service lifecycle stages o Risk assessment and risk management o Sharing knowledge across the service lifecycle, and the use of knowledge management Communication and Stakeholder Management V36 Page 77

78 Co-ordination of business relationship management across the service lifecycle and the role of business relationship management in communication Stakeholder management and communication The value of good communication and ensuring its flow across the service lifecycle: o The use of service models to aid communication on service strategy and value creation o Communication during service design o Communication during service transition o Communication during service operation o Communication during continual service improvement Integrating Service Management Processes Across the Service Lifecycle The integration of Service Management through the service lifecycle The impact of service strategy on other service lifecycle stages The value of a service lifecycle perspective when designing service solutions The inputs and outputs of processes and stages in the service lifecycle The value to business and the interfaces of all processes in the ITIL Service Strategy core publication: o Strategy management for IT services o Service portfolio management o Financial management for IT services o Demand management o Business relationship management The value to business and the interfaces of all processes in the ITIL Service Design core publication: o Design co-ordination o Service catalogue management o Service level management o Availability management o Capacity management o IT service continuity management o Information security management o Supplier management The value to business and the interfaces of all processes in the ITIL Service Transition core publication: o Transition planning and support o Change management o Service asset and configuration management o Release and deployment management o Service validation and testing o Change evaluation V36 Page 78

79 o Knowledge management The value to business and the interfaces of all processes in the ITIL Service Operation core publication: o Event management o Incident management o Request fulfillment o Problem management o Access management The value to business and the interfaces of the seven-step improvement process, along with the role other processes play Managing Services Across the Service Lifecycle Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them How the service design package (SDP) provides a link between service design, service transition and service operation Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages: o Flow of knowledge/experience/skills between lifecycle stages o Involve service transition in early stages of the service lifecycle o Involve operations staff, business users and other relevant stakeholders in service rehearsals Implementing and improving services, using key sources of information for identifying the need for improvement: o Service level management (SLM) review meeting reviewing management information and trends to ensure that services are meeting agreed service levels o Customer satisfaction surveys o Reviewing business trends and changed priorities, and keeping ahead of business projections The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle Governance, Roles, People, Competence and the Organization Starting with the need for governance, it covers the people skills and competencies, the types of service providers and organizational structures. To meet the learning outcomes and examination level of difficulty, the candidate will be able to evaluate, check, co-ordinate, detect, monitor, test, judge, analyze, differentiate, organize, and attribute: Governance: o The importance and impact of good governance on Service Management V36 Page 79

80 o The use of governance in sourcing o The role of the IT strategy or steering group in setting direction, policy and strategy for IT services o The application of governance in change management, through change authorization to ensure the integrity of live services. The role of the change advisory board (CAB) o The support from management systems to ensure appropriate governance Organizational structure, skills and competence: o The challenge and application of organizational development o Assessing and applying various organizational structures for Service Management, and combining several perspectives in matrix organizations o Skills and competence Service provider types and service strategies: o The different service provider types, and the implication of choosing a specific type o The selection of appropriate service Measurement Measuring and demonstrating business value Determining and using metrics: o Service measurement o Service, process and technical metrics o CSFs and KPIs o Using measurements and metrics to validate, justify, direct, intervene Design and development of measurement frameworks and methods: o Design and development of a service measurement framework o Designing measurement methods and metrics o Monitoring and control systems o Monitoring, reporting and control o Monitor control loops Use of event management tools to increase visibility of the infrastructure and IT service delivery Implementing and Improving Service Management Capability Implementing Service Management o Understanding the high-level goals and objectives of the organization. Identifying the external (legislation, competitors etc.) and internal (organizational structure, culture etc.) drivers o Service strategy implementation taking a service lifecycle approach Assessing Service Management o Assessing the current situation regarding service provision: Strategic assessment SWOT analysis V36 Page 80

81 Gap analysis and IT Service Management maturity assessment ISO/IEC certification Six Sigma COBIT CMMI o Assessing current and defining future required maturity levels, quality and cost of provision o Using benchmarking to identify need for improvement for each service lifecycle stage Improving Service Management o Planning for improvement with short-, medium- and longer term improvement initiatives o Using the CSI approach and Deming Cycle to ensure that the organization continues to move forward with continual improvement o The seven-step improvement process, to measure progress and enable potential improvements to the service lifecycle to be identified Key considerations for implementation and improvement of both the practice of Service Management and the services themselves: o Having the appropriate business case which shows the return on investment or the return on value o Stakeholder change management Key considerations when planning and implementing Service Management technologies Summary, Exam Preparation and Directed Studies This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes. Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus Document ITIL acronyms and glossary Sample examination questions and answers V36 Page 81

82 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 82

83 ITIL 2011 Expert Program Bootcamp - 10 Days Course Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services This course provides guidance towards the implementation of ITSM in an organization, and the establishment of the different service lifecycle phases, processes, processes, relationships, roles and responsibilities, CSFs, KPI and tools. The purpose of this training and the associated exams is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL publication. Participants will be prepared to successfully achieve The ITIL Expert designation through the completion of the required 20 credits (additional to Foundation). This is accomplished by completing a series of Lifecycle modules, plus Managing Across the Lifecycle program in an intense and accelerated fashion. Program Approach Ahead Technology s offers a unique, dynamic and exciting approach that includes a mix of self-paced study and instructor-led interactive teaching that will allow participants to achieve the Expert level of internationally recognized ITIL certification. Main advantages of the Ahead Technology ITIL Expert Bootcamp Fast: You will be certified in half the time of traditional training Cost Effective: ITIL training that saves you and your company money Value added documentation: additional reusable documents and templates V36 Page 83

84 Duration This intensive blended program is offered over the span of 10-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. An optional additional 2 days of virtual coaching will be provided when and as required. Note: The success in achieving this certification is highly dependent upon participants effort in doing their self-study preparation work (approximately 50 hrs) before and during the program period, as well as their homework and study during this intense program. The Minimum number of students per session is 6 where the maximum is 18. This training course will include examination vouchers provided by the training organization and the examinations institute, which will be conducted after program completion The format of each of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28 or more correct answers. Delivery Methods Instructor led Classroom based, OR Virtual Web based Pre-program work and self-study (participants are required to complete and submit their preparation assignment prior to attending class) Optional Coaching (at additional cost) 2 days of instructor availability via to assist course participants as they require. Audience The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to: Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT Service Management within an organization IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. V36 Page 84

85 Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate, which shall be presented as documentary evidence to gain admission. ITIL 2011 Service Lifecycle core publications: it is expected that participants will obtain copies of the ITIL 2011 core publications to use as part of the program preparation activity as well as throughout the bootcamp program. Contact your training organization if you are unsure of where the ITIL books can be purchased. Expected completion of at least 50 hours of personal study by reviewing the course syllabus and the associated items of the ITIL Service Management practice core guidance, as well as completing mandatory pre-work templates. Pre-program work and self-study (participants are required to complete and submit their preparation assignment prior to attending class) There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge of the following Service Lifecycle Phases based on the chosen intermediate path plus the Managing across the lifecycle: Lifecycle Path o Service Strategy (SS) o Service Design (SD) o Service Transition (ST) o Service Operation (SO) o Continual Service Improvement (CSI) Managing across the lifecycle Program Material This training program includes the following as reference documentation: Hard copies of the program slide presentation for each ITIL lifecycle course Syllabus document for each ITIL lifecycle course Sample examination questions and answers for each ITIL lifecycle course A collection of valuable documented, templates and memory joggers ITIL acronyms and glossary V36 Page 85

86 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 86

87 ITIL 2011 Expert Self Study Program & Kit overview Program overview The ITIL Expert Self-Study Kit is a unique program that includes all the necessary modules and content to allow participants to achieve the ITIL Expert certification while studying at their own pace. The FULL PROGRAM, including personal study and preparation, completing and submitting program assignments, coaching and guidance, successful completion of all relevant certification exams MUST be completed within 12 months of program registration and validation. Note that failing to comply with the program mandatory requirements and time limitation will result in: Full program cancellation for those participants who did not perform any examinations by the end of the allowed time limit. Cancellation of the remainder of program certifications and related exams for those who partially complied and submitted the paperwork related to some certifications, and performed those examinations The kit is designed to be used as an alternative solution to class delivery and is not intended to be promoted as regular ITIL Expert Certification approach. The program is effective when: Insufficient participants to run a class suggest self-study option instead of losing participant to the competition. One participant wishes to be trained when no class is scheduled. Participant seeking self-study approach. Participants cannot wait for regular classes scheduling. The program is available in 2 options: Option 1: ITIL Capability, plus Managing Across the Lifecycle (MALC) Option 2: ITIL Lifecycle, plus Managing Across the Lifecycle (MALC) An optional ITIL Foundation Module is available for those who do not possess the Foundation certificate which is a prerequisite to the ITIL Exert Self-Study program. V36 Page 87

88 Option 1: ITIL Capability plus MALC The complete program includes 5 Modules and is designed to be completed within 12 months upon participants receiving and activating the material. The complete program includes the following modules and content: Module MODULE-1 MODULE-2 MODULE-3 MODULE-4 MODULE-5 The Practice of Managing Across Service the Lifecycle Management (MALC) Content Service Offering and Agreement (SOA) SOA Exam Voucher Planning, Protection and Optimization (PPO) PPO Exam Voucher Release, Control and Validation (RCV) RCV Exam Voucher Operational Support and Analysis (OSA) OSA Exam Voucher A collection of value added documents and templates to be used as samples when implementing ITSM MALC Exam Voucher Option 2: ITIL Lifecycle plus MALC The complete program includes 6 Modules and is designed to be completed within 12 months upon participants receiving and activating the material. The complete program includes the following modules and content: Module MODULE-1 MODULE-2 MODULE-3 MODULE-4 MODULE-5 MODULE-6 Managing The Practice of Across Service the Lifecycle Management (MALC) Content Service Strategy SS Exam Voucher Service Design SD Exam Voucher Service Transition ST Exam Voucher Service Operation SO Exam Voucher Continual Service Improvement CSI Exam Voucher A collection of value added documents and templates to be used as samples when implementing ITSM MALC Exam Voucher V36 Page 88

89 Program material Material for both options is available in 2 formats: - Windows-based executable file (.exe) valid for 12 months starting from file first use. The file is provided as-is and no support is provided for this option. In some but rare cases, PC firewall and/or antivirus may prevent the file from running. Participants may need to make the necessary adjustment in order to allow the file to run. Printing from the file is not allowed. The files will cease to open after 12 months starting from file first use. A message will be displayed. - Hardcopy Participants should have the option to choose hardcopies of all modules of the program. Price should be based on printing and shipping to home or office. Program approach The following provides a high level view of the 12-month process, its content, outcomes and responsibilities Program Initiation Participant identified Provider assigns qualified coach who establishes contact with participant Participant receives program material Participant Study and Coaching Participant prepares for exam; reads course material, completes exam qualification assignments and submits to coach for review and validation 12 Months to Complete Exam Voucher Confirmation and Exam Prep Coaching Participant receives exams voucher for each completed and validated module assignments Using provided sample exams, participants submits exams prep questions to coach for clarification Certification Exams Exam vouchers can be used at any time throughout the program for each completed and validated module assignments Participant must use all exam vouchers and successfully pass all exams to be awarded ITIL Expert Certificate. Coach Maintains registration, assignment, etc. documents audit trail demonstrating program conformance Coaching Coach provides theory clarification, support and reviews, confirms or rejects exam qualification assignments. Exam Prep Coaching Coach provides feedback and advice in taking exams, discusses sample exam results and participant questions Progress Reports Coach also responsible to track and report on overall progress V36 Page 89

90 Our responsibilities We must comply with selective mandatory rules that ensure the program complies with ITIL authority rules, as well as deliver results that achieve or surpasses participant expectations. The program may be provided in different options; Lifecycle or Capability options, as detailed below. These options should be clarified to the participants. Explain the ITIL Intermediate Levels ITIL Intermediate level has a modular structure with each module holding a different focus. Candidates can take as few or as many Intermediate qualifications as they require, and to suit their needs. The Intermediate modules go into more detail than the Foundation level, and are an industry-recognized qualification. Clarify which program is right for the participant If participant is seeking a management/team leader role that requires a broad management focus of ITIL practice areas and work across teams or manage multiple capability areas, the Service Lifecycle modules will be of interest to him: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement If participant is looking to gain intense, specialized, process-level knowledge in one or more process, with focus on the day-today execution of ITIL practices, the Service Capability modules will be of interest to him: Service Offerings and Agreements Release, Control and Validation Operational Support and Analysis Planning, Protection and Optimization Other responsibilities: Program specific a special address must be created to which participants will submit their program assignments in order to qualify to receive exams vouchers. This will become the primary source of information exchange between participants and the assigned qualified resource responsible to confirm quality and completeness of exam qualification assignments, as well as serve as a source of proof of program compliance. Program coaching a minimum number of coaching hours ensured by a qualified subject matter instructor must be made available to each participant. Coaching needs to be offered throughout the program, including exam-prep, and can be offered either via (or a combination of) face-to-face, conference calls, s or though Web conferencing tools. Two options are available: V36 Page 90

91 o OPTION 1 Minimum coaching requirements; total 25 hours per the following: Module Coaching Exam Preparation Total Module 1 Service Offering and Agreement (SOA) 3 hours 2 hours 5 hours Module 2 Planning, Protection and Optimization (PPO) 3 hours 2 hours 5 hours Module 3 Release, Control and Validation (RCV) 3 hours 2 hours 5 hours Module 4 Operational Support and Analysis (OSA) 3 hours 2 hours 5 hours Module 5 Managing Across the Lifecycle (MALC) 3 hours 2 hours 5 hours o OPTION 2 Minimum coaching requirements; total 25 hours per the following: Module Coaching Exam Preparation Total Module 1 Service Strategy 2 hours 2 hours 4 hours Module 2 Service Design 2 hours 2 hours 4 hours Module 3 Service Transition 2 hours 2 hours 4 hours Module 4 Service Operation 2 hours 2 hours 4 hours Module 5 Continual Service Improvement 2 hours 2 hours 4 hours Module 6 Managing Across the Lifecycle (MALC) 3 hours 2 hours 5 hours Coaching schedule, approach/method and timing need to be clearly established and communicated to participant upon program start. Coaching includes (but not limited to) the following: Initial introduction with basic program / coaching instructions, including key timelines. Availability of the coach upon request (and other preferred option) for theory clarification and explanation, exam preparation advice and provision of exam approach and strategy. Reviews and provide results on submitted assignments within pre-agreed timelines. Provide progress updates and notifications. Closure by ensuring all program relevant files filed and report submitted. Note that the review of participants assessments completion by a qualified person must not be included in the coaching hours. Providing feedback to participant is included in the coaching hours. Program registration and closure based on the here mentioned qualification criteria and upon participant acceptance in the program, we will provide participant a list of contacts names, numbers and addresses, an introduction of the program approach, the course materials, the mandatory deliverables and expected delivery timeline options, and the financial (and other) implications should the participant not comply with the program mandatory requirements. Examination orders Order of participant s examinations is conditional to participant meeting mandatory requirements defined herein. V36 Page 91

92 Participant responsibilities Participants in the program are responsible for the following: Program timelines participants are responsible to allocate sufficient time to study EACH module; reading the syllabus and related ITIL publication(s). It is suggested 12 hours of self-study and preptime per module, including sample exams and mandatory module assignments are allocated. Participants are also responsible to ensure they fully complete the program, from initial registration to completing all program assignments and exams within 12 months. Note that failing to fully complete the program within the maximum time allowed will result in: Full program cancellation if no exam taken by the end of the allowed time limit. Cancellation of the remainder of program certifications and related exams for those who partially complied and submitted the paperwork related to some certifications, and performed those examinations. Program prerequisites the ITIL Foundation Certificate in IT Service Management is a mandatory prerequisite entry criterion for this program. Participants who do not satisfy the prerequisites will NOT receive their exam results nor be awarded the certificate. Note that an ITIL Foundation Self-Study Program is also available to establish the minimum mandatory requirement to enter this program, if participant is not certified at this level. Windows-based PC participants wishing to use the ebook approach for studying ITIL theory are responsible to obtain a Windows-based PC, or the necessary plug-ins and utilities to run a Windows executable file (.exe) on Mac computers. Note that a paper-based option should be available for those who prefer this option. Program assignments to qualify to receive the individual exams vouchers, participants are responsible to submit two fully completed assignments per module, which in turn will be review by the training organizations assigned coach. Note that all completed assignments must be submitted within 10 months of program start to allow sufficient time for review and feedback. Failing to submit fully completed assignments within the maximum time allowed will result in: Full program cancellation to those participants who did not perform any examinations by the end of the allowed time limit. Cancellation of the remainder of program certifications and related exams for those who partially complied and submitted the paperwork related to some certifications, and performed those examinations. Computer connected to the internet with web camera participants are solely responsible to obtain a computer connected to the internet to send and received key information, data and their assignments. The computer must be equipped with a working web camera (minimum 640 X 480 pixel and with microphone) use for the remote proctoring of exams. Program exams Exam vouchers must be used within 2 months from receiving them. Upon receiving an exam voucher, participants have the option to take the relevant module exam immediately, or take all exams at once after all modules have been completed. Note that failing to complete a scheduled exam within the maximum time allowed shall result with the exam being void. Should this be the case, participants must contact their vendor to discuss what options are available to them, if they wish to pursue the ITIL Expert Certification in the future Note that if a participant is unable to complete a scheduled exam within the maximum time allowed, but has already complied with the relevant requirements, we will work with participants to reschedule their exams (and discuss other available options, if any) conditional V36 Page 92

93 they provide proper notification, which should be made clear to participant at the initial program registration stage. V36 Page 93

94 ISO/IEC Foundation Certification Program - 2 Days Course Overview ISO/IEC standard is the only international standard for IT Service Management; it is a formal set of specifications and requirements Service Providers should be aiming for. ISO/IEC is aimed at providing the required evidence that IT service provider has an effective and reliable Service Quality Management system which has been or can be audited against the international standard in IT Service Management. The standard was initially based on the British Standard and best practice of the IT Infrastructure Library (ITIL ). ISO/IEC international standard for IT Service Management promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. The ISO/IEC standard and associated documentation enables service providers to understand how to enhance the quality of services delivered to their customers, both internal and external. ISO/IEC standard applies to both large and small service providers, irrelevant of the core competency the End-User-Organization. ISO/IEC defines the requirements for a service provider to deliver managed services. The standard may be used: by businesses that are going out to tender for their services; to provide a consistent approach to IT Service Management by all service providers in a supply chain; to benchmark IT Service Management; as the basis for an independent assessment; to demonstrate the ability to meet customer requirements; to show proof of evidence in conformance and existence of Quality Management System; to improve services quality. The ISO/IEC Foundation program is designed to provide basic level knowledge of the certification, conformance, and auditing based on ISO/IEC ITSM Standard. This is a 3 day program including the certification exam was developed in line with the new ISO/IEC international standard for IT Service Management. Its purpose is to provide the program participants: The necessary information required to successfully achieve the Foundation certification in ISO/IEC standard; A better understanding of what is required to conform to the standard specifications and requirements. V36 Page 94

95 Understanding the importance of Quality in IT Service Management, the specifications and the code of practice for IT Service Management Preparation for the ISO/IEC examination through the use of sample examination questions Duration 2 Days Delivery Methods - Instructor led Classroom environment - Virtual Web Based Audience The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC In addition, for customers considering requesting their service providers to become ISO/IEC certified, they can get an insight into what can be expected of their service providers. Also, this program is for everyone who: Is working in any aspect of Service Management. Intends to acquire basic knowledge of ISO/IEC/20000 standard, parts 1 and 2. Intends to acquire knowledge of Quality Service Management and Best-practices. Is implementing Best-practices processes based in ITIL Framework in an IT environment. Intends to obtain the ISO/IEC Foundation Certificate. Is a customer of IT considering requesting their service providers to become ISO/IEC certified. Is a customer of IT and requires an understanding of how IT support and delivery processes can best be accomplished and/or improved using the ISO/IEC standard. Prerequisites There are no pre-requisites for this course Contents and Objectives The primary objectives are: To provide participants with a basic understanding of the ISO/IEC standard, contents of parts 1 and 2, ITSM processes relationships, benefits, and goals. To provide participants a firm foundation in quality specification of IT Service Management best practices, and facilitate the knowledge leading to ISO/IEC Foundation Certification exam. V36 Page 95

96 Day 1 The evolution of IT Service Management (ITSM) Introduction and background of ISO/IEC Benefits and challenges in implementing a Quality Service Management System Relationship of ISO/IEC to the BS Standard, and to the Information Technology Infrastructure Library (ITIL) Essential definitions Understanding and interpretation of ISO/IEC Part 1 The mandatory requirements for ITSM Homework - reading assignment Day 2 Understanding and interpretation of ISO/IEC Part 2 The application of the British Standard BS and ITIL (Guidance for ITSM implementation) Homework - reading assignment and sample exam Sample exam review Criteria for organizational accreditation Introduction to evaluation and auditing of an IT Management Quality System based on ISO/IEC General review ISO/IEC Exam Daily homework assignments will be delegated to review and consolidate the learning during the day, and to prepare for the Foundation certification exam. A general review and discussion of ISO/IEC Part-1 and Part-2 documents will also take place. ISO/IEC Part-1 The Quality specifications for IT Service Management Participants will be able to understand and describe the requirements for: The Requirements for a Management System Planning and Implementing Service Management Planning and Implementing New or Changed Services The Service Delivery processes The Relationship processes The Resolution processes The Control processes The Release Management process Understand the importance of Quality in IT Service Management V36 Page 96

97 ISO/IEC Part-2: The code of practice for IT Service Management Participants will be able to understand and describe Best Practices for: The Management System Planning and Implementing Service Management Planning and Implementing New or Changed Services The Service Delivery processes The Relationship processes The Resolution processes The Control processes The Release Management process Program Material This training program includes the following as reference documentation: Program slide presentation Acronyms and glossary Sample examination questions and answers V36 Page 97

98 ISO/IEC Information Security Foundation (ISFS) Certification Program - 2 Days Program Overview This exam-preparatory course provides basic coverage of Information Security Foundation based on the ISO/IEC Standard. Information security is becoming increasingly important and globalization of the economy leads to a growing exchange of information between organizations (their employees, customers and suppliers) and a growing use of networks, such as the internal company network, connection with the networks of other companies and the Internet. Activities of many companies now rely on IT, and information has become a valuable asset, as such protection of information is crucial for the continuity and proper functioning of the organization; information must be reliable. The international standard, the Code of Practice for Information Security ISO/IEC 27002:2005 structures the organization of information security and provides the basic concepts of information security and their coherence are tested. The basic knowledge that is tested in this program contributes to the understanding that information is vulnerable and that measures are necessary to protect this information. Duration This program is offered over a 2-day period where the Minimum number of students per session is 6 where the maximum is 16. The course includes 12 hours of student-instructor interaction, a sample and a formal examination. The examination will be held on the afternoon of the 2nd day. The format of the examination consists of a closed book paper of 40 multiple choice complex questions, to be answered within 60 minutes. The pass mark will be 65%. Delivery Methods Instructor led Classroom environment Virtual Web-based Audience Everyone in the organization who is processing information. The program is also suitable for Entrepreneurs of small independent businesses for whom some basic knowledge of Information Security is necessary. The program can be a good start for new information security professionals. V36 Page 98

99 Note: The success in achieving this certification is highly dependent upon participants effort in doing their homework, and self-study before and during the program. Prerequisites None Content and Objectives The content of this program include but not limited to discussion of the following items: 1. Securing information 2. Information security 3. Examples of valuable information 4. Threats 5. Damage 6. Risk 7. Security measures during the incident cycle 8. Physical measures 9. Technical measures 10. Organizational measures 11. Legislation and regulations Program Material This training program includes the following as reference documentation: Program slide presentation Syllabus document Sample examination questions and answers Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 99

100 COBIT 5 Certified-Foundation Program 3 Days Program Overview The purpose of the Foundation certificate is to confirm that a candidate has sufficient knowledge and understanding of the COBIT 5 guidance to be able to understand the enterprise Governance and Management of Enterprise IT, create awareness with their business executives and senior IT Management; assess the current state of their Enterprise IT with the objective of scoping what aspects of COBIT 5 would be appropriate to implement. Audience The target group for this program is: Business Management, Chief Executives, IT /IS Auditors, Internal Auditors, Information Security and IT Practitioners; Consultants, IT/IS Management looking to gain an insight into the Enterprise Governance of IT and looking to be certified as a COBIT Implementer or Assessor. Prerequisites Although no pre-requisites are needed for Foundation level; It is highly recommended for course participants to obtain from and read the following publication before the course, as it is critical to their success in the foundation course: COBIT 5 A Business Framework for the Governance and Management of Enterprise IT Duration This is a 3 day in-class program - Exam is comprised of multiple choice questions, and could be performed in paper based or web based at on the afternoon of the third day. - Examination period if for one hour - The passing mark is 25/50 (50%) to pass. Content and Objectives The course will provide the participants with the understanding of the key principles and terminology within COBIT 5. Specifically, the candidate shall know and understand: The major drivers for the development of COBIT 5. The business benefits of using COBIT 5. The COBIT 5 Product Architecture. The IT management issues and challenges that affect enterprises. V36 Page 100

101 The 5 Key Principles of COBIT 5 for the governance and management of Enterprise IT. How COBIT 5 enables IT to be governed and managed in a holistic manner for the entire enterprise. How the COBIT 5 processes and the Process Reference Model (PRM) help guide the creation of the 5 Principles and the 7 Governance and Management Enablers. The basic concepts for the Implementation of COBIT 5. The basic concepts of the new Process Assessment Model. The COBIT 5 guides and how they interrelate. The COBIT 5 Business Framework for the Governance and Management of Enterprise IT course introduces the candidate to the five basic principles covered in detail and includes extensive guidance on enablers for governance and management of enterprise IT. Also included is a supplementary guide outlining the foundation concepts of a process assessment model (PAM) based on the ISO approach which replaces the previous CMM (Capability Maturity Model). The COBIT 5 Foundation Outline General Introduction Purpose of the training High level learning outcomes Structure of the material Exam requirements and preparation Overview & Key Features of COBIT 5 The Reasons for the Development of COBIT 5 The Evolution of COBIT The Drivers for developing a Framework The benefits of using COBIT 5 The COBIT 5 Format & product Architecture COBIT 5 and Other Frameworks The COBIT 5 Principles V36 Page 101

102 Principles model - Principle 1 Meeting Stakeholder Needs - Principle 2 Covering the Enterprise End-to-End - Principle 3 Applying a Single Integrated Framework - Principle 4 Enabling a Holistic Approach - Principle 5 Separating Governance from Management The COBIT 5 Enablers - Enabler 1 - Principles, Policies and Frameworks - Enabler 2 - Processes - Enabler 3 - Organizational Structures - Enabler 4 - Culture, Ethics and Behaviour - Enabler 5 - Information - Enabler 6 - Services, Infrastructure and Applications - Enabler 7 - People, Skills and Competencies Introduction to COBIT 5 Implementation The Life cycle Approach - Inter related components of the life cycle - Understanding the enterprise internal and external factors - Key success factors for implementation - The seven phases of the Life Cycle model explained - The seven Change Enablement characteristics used in the life cycle. - Change Enablement relationships to the Continual Improvement Life Cycle - Making the Business case Process Capability Assessment Model What is a process assessment What is the COBIT Assessment Program The differences between a capability and maturity assessment Differences to the COBIT 4.1 CMM - Differences between the COBIT 4.1 and COBIT 5 PAMs Overview of the COBIT Capability Model & Assessments The Process Reference Model (PRM) - Important definitions Program Material The program includes the following program material: Student binder - Instructor presentation - COBIT 5 material - Quiz questions - Added value information - Acronyms and glossary V36 Page 102

103 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). Special Requirements Any facility access, class or exam or material or other special requirements should be communicated ahead of time so that we can accommodate you. V36 Page 103

104 COBIT V5 Certified-Implementation Program 3 Days Program Overview The purpose of the program is to confirm that a candidate has sufficient knowledge and understanding of the COBIT 5 guidance to be able to able to apply the COBIT 5 good practice continual improvement lifecycle approach to GEIT, tailored to suit the needs of a specific enterprise. Audience The target group for this program is: Consultants who want to learn how to implement, or use COBIT 5 for different scenarios for a client initiative. IT practitioners who want practitioner-level training and an appreciation of how to use COBIT 5 for different organisational scenarios. Business managers who want to have a more practical appreciation of how to apply COBIT 5 to specific business problems, pain points, trigger events and risk scenarios. Prerequisites Prerequisite to this program is the Foundation level certificate. Duration - This is a 3-day program including exam which could be performed at the end of the third day. Content and Objectives Analyze the enterprise drivers Apply the implementation challenges, their root causes and success factors Assess current process capability ( as-is ) Determine target process capability( to-be ) Scope and plan improvements Consider practical implementation factors Identify and avoid potential pitfalls Leverage the latest good practices Apply the COBIT 5 continual improvement lifecycle approach to address these requirements and establish and maintain a sustainable approach to governing and managing enterprise IT as normal business practice. The COBIT 5 Implementation Outline General Introduction Purpose of the training High level learning outcomes Structure of the material V36 Page 104

105 Exam requirements and preparation Introductions High Level Performance Definition of a Successful COBIT 5 Implementation Candidate Where to start? COBIT 5 Implementation COBIT 5 Evolution COBIT 5 Product Family COBIT 5 Principles COBIT 5 Generic Enterprise Enablers The COBIT 5 Generic Enabler Model Taking The First Steps Towards GEIT Creating the Appropriate Environment Key Roles Phase 1 What are the drivers? Phase 2 - Where Are We Now? Phase 3 - Where Do We Want To Be? Phase 4 - What Needs To Be Done? Phase 5 - How Do We Get There? Phase 6 - Did We Get There? Phase 7 - How Do We Keep The Momentum Going Typical Pain Points Trigger Events in the Internal and External Environments The People and the Process Key Success Factors for Implementation The Seven Phase Lifecycle o The Business Case o Phase 1 - Input - ISACA Materials and Other Frameworks - Output o Phase 2 - Where Are We Now? o Phase 2 and 3 - Challenges o Phase 3 - Continual Improvement (CI) Tasks o Phase 3 - Change Enablement (CE) Tasks o Phase 3 - Program Management (PM) Tasks o Phase 3 - Input - ISACA Resources o Phase 3 - Output o Phase 4 - What Needs To Be Done? o Phase 4 - Roles o Phase 4 - What Needs To Be Done? o Phase 4 - Challenges The People and the Process COBIT 5 Principles COBIT 5 Generic Enterprise Enablers More Information on COBIT and ITSM Program Material The program includes access to the course materials, and additional useful tools and documentation. V36 Page 105

106 Agile Scrum Foundation Certificate Program 2 days Course overview This course introduces Agile Scrum at the Foundation level, and will enable the candidate s knowledge of the Agile and Scrum frameworks. Agile Scrum is about working together to successfully reach the goal. Agile methodologies are popular approaches in software development and are increasingly being used in other areas. Scrum practices include establishing cross-functional and self-managing teams, producing a working increment of software at the end of each iteration or Sprint. Duration Sixteen (16) hours of training Includes a 60 minutes exam, consisting of 40 multiple-choice questions, successfully passing (65%) the exam leads to the Agile Scrum Foundation Certificate. This certification is governed, administered and maintained by the EXIN Institute. Exam could be written at the end of the second training day, or the morning of the third day. There is no class or instruction on the third day. The Foundation Certificate will be the pre-requisite for future certification courses. Delivery Methods Instructor led Classroom environment at a maximum of 25 students per session Virtual Web-based Self-Paced using our Learning Management System Prerequisites Familiarity with IT and IT service management is recommended Audience The Agile way of thinking is best known in the field of software development, but the principles are increasingly being applied in other types of projects. Scrum is a highly used Agile methodology and is suitable for all professionals looking to keep their knowledge up to date with the latest developments in the fields of IT and Project Management, particularly those leading or participating in projects. In particular, the certification is suitable for professionals working in the areas of: Project Management; Software development; IT Service Management; and Business Management. This certification is highly recommended before starting a Scrum project. V36 Page 106

107 Program Content & Objectives The learning objectives for this program include an understanding of: 1. Agile Way of Thinking 1.1. Concepts of Agile and Scrum Recognize how adaptation to an Agile environment works Recognize how Agility brings predictability and flexibility Describe the Agile Manifesto Recognize parts of the Agile framework such as Pair Programming, Test Driven Development, Continuous Integration, Continuous Refactoring and Collective Code Ownership 2. Scrum Practices 2.1 Scrum roles Explain the Product Owner role Explain the Scrum Master role Explain the Development Team role Recognize the role of a traditional Project Manager 2.2 Scrum events Explain the characteristics of time-boxed events Explain the characteristics of Sprints Explain the characteristics of the Daily Scrum Explain the characteristics of the Sprint Review and the Sprint Retrospective 2.3 The importance of the Backlog Explain the characteristics of a good Product and Sprint Backlog Recognize good User Stories and Backlog Items Explain how to refine the Product Backlog tems 2.4 Definition of Done Explain the importance of a good Definition of Done V36 Page 107

108 Program Material (handout) Learner Manual, including a printed copy of the instructor presentation (excellent post-class reference) EXIN s Agile Scrum Foundation Workbook Sample exam V36 Page 108

109 TOGAF Training Program-Combined 4 or 5 Days (English and French) Program Overview The Open Group's IT Architect Certification program is the premier, global certification program for certifying skills and experience in the IT architecture community. Based on the proven best practices in the industry, it sets an independent, industry-wide standard for IT Architects and creates a foundation for trust between suppliers and customers. The program enables organizations to standardize on open method for IT architecture and avoid a lockin to the proprietary methods of different consulting firms. Customers can base their IT architecture on an open, industry standard method, which works with all major frameworks, and can procure tools, training, and the services of consultants (individuals and integrators) with confidence, on the basis of certified conformance with TOGAF 9.1 standards. For service providers and tool vendors, the certification provides a vehicle to clearly demonstrate that their services and products support and use the methodology and product sets that TOGAF 9.1 certifies. Our program is offered over a 4 or 5 day period and includes the TOGAF 9.1 Combined exam voucher, redeemable at any Pearson Vue testing site. The program is taught by experienced instructors who bring a delivery approach combining theoretical and hands-on knowledge transfer, including group work and practical exercises. Audience The target group for this program is: Individuals who require a solid understanding of The Open Group Architecture Framework TOGAF 9.1, associated phases and processes and how it may be used to enhance the quality of IT Service Management within an organization. Executive and Senior Management Enterprise Architecture Program Owner and Managers This may include but is not limited to, IT professionals, business managers and business process owners. Prerequisites There are no formal prerequisites for this program or for the TOGAF 9.1 Training Program-Combined Part 1 and Part 2 Exam. However, it is recommended that course participants possess generic understanding of ITSM best practices and Enterprise Architecture. The successful completion of the course greatly depends on the course participants involvement as they are required, besides their study time, to actively participate in the workgroup and practical exercises. V36 Page 109

110 Content and Objectives Through a series of lectures, group work and practical exercises designed at achieving a clear understanding of the TOGAF 9.1; the course prepares participants for: - The adoption of the TOGAF 9.1 framework. - The implementation of the TOGAF 9.1 framework and associated processes; participants will engage in group exercises to discuss and practice the following elements as well as their input, output and considerations: o TOGAF Architecture Development Method. o Architecture guidelines, principals and techniques. o Architecture Content Framework. o Enterprise Continuum and Architecture Repository. o TOGAF TRM and III-RM Reference Models. o TOGAF Capability Framework. - The preparation of TOGAF 9.1 Combined Certificate examination. The approach An integrated case study based on a real-life system Working in small teams, course participants will work together on each of the TOGAF parts and ADM phases from Preliminary to Change Management, including the preparation for architecture work and the collection of business and architecture requirements. The work will be based on sample case study or on the client organization as the case study. The approach is presented in an easy-to-follow step-by-step architecture method. Each step is introduced and demonstrated by the instructor. Course participants follow by actively participating in the work. Real-time learning Most course providers organize their Enterprise Architecture course content by a presentation that places more emphasis on theory than practice. Our approach is to walk through an organized and chronological approach. The result is a much more effective training experience that can be readily applied on-the-job. Group facilitation Assignments throughout our courses emphasize a team-based approach to architecture. Each course participant gains practical experience facilitating and practicing the ADM approach. Job Aids Comprehensive printed and electronic material including valuable templates, the TOGAF 9.1 book and additional documentation. V36 Page 110

111 The course covers: The business rationale for Enterprise Architecture and TOGAF 9.1 The TOGAF 9.1 Architecture Development Method and its deliverables, including Business, Data, Applications (IS) and Technology Architecture domains The Enterprise Continuum and its sub-sets Enterprise Architecture Governance Architecture Principles Architecture Views and Viewpoints Requirements Engineering using Business Scenarios Architecture Maturity Assessments Architecture Skills Framework An Introduction to Building Blocks Organization Architecture Capability Architecture Partitioning Content Framework and Meta Model Capability Based Planning Business Transformation Readiness Using TOGAF 9.1 to develop Security Architectures Architecture Repository Using TOGAF 9.1 to develop SOAs TOGAF 9.1 features significant enhancements to key capabilities of the framework and includes new materials that details how the Architecture Development Method (ADM) can be applied to specific situations, such as service-oriented architecture (SOA) and security architecture. The examination for the combined certification is not included in this course, unless requested by the client at extra cost. Program Material The program includes the course materials will include: - Our student binder - TOGAF 9.1 pocket guide (if/when requested by the client at additional cost) - Additional TOGAF 9.1 related documentation and reference material, and valuable templates. V36 Page 111

112 Project Management Program: PRINCE2 Foundation Course 3 days (English and French) Course overview PRINCE2 is a de facto standard developed and used extensively by the UK government and is widely recognized and used in the private sector, both in the UK and internationally. It embodies established and proven best practice in project management. The PRINCE2 Foundation program provides attendees with a first understanding of PRINCE2 key concepts and processes to successfully manage their projects and pass the PRINCE2 Foundation certification. Duration 3 days training course Including a sample examination and preparation to re-enforce the knowledge gained. The PRINCE2 Foundation exam is done on the afternoon of the third day. It is a multi choice question paper of one hour consisting of 75 questions with, for each question, four options where one option is correct. A successful candidate will get at least 50 % of the questions right. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites No prerequisite required for this program Audience Includes without being restrictive to: Project Executive / Manager Project Management Officer Bid manager Any professional involved in a project or interested in understanding PRINCE2 best practices Program Objectives This course introduces the latest PRINCE2 concepts and processes. V36 Page 112

113 Program Content Introduction: o Project, Project Management, PRINCE2 PRINCE2 Overview and principles: o o o o o o o Continued business justification Learn from experience Defined roles and responsibilities Manage by stages Manage by Exceptions Focus on products Tailor to suit the project environment The 7 Prince2 Processes : o Introduction to processes o Starting up a Project o Directing a Project o Initiating a Project o Controlling a Stage o Managing Product Delivery o Managing Stage Boundary o Closing a Project The 7 PRINCE2 themes: o o o o o o o Organization Business case Quality Plans Risks Change Progress Tailoring PRINCE2 to the project environment Preparation to the certification Program Material (handout) This training program includes the following as reference documentation: Program slide presentation PRINCE2 Syllabus document Sample examination questions and answers V36 Page 113

114 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 114

115 Project Management Program: PRINCE2 Practitioner Course 2 days (English and French) Course overview PRINCE2 is a de facto standard developed and used extensively by the UK government and is widely recognized and used in the private sector, both in the UK and internationally. It embodies established and proven best practice in project management. Mainly based on practical exercises, the PRINCE2 Practitioner program provides attendees with an advanced understanding of PRINCE2 key concepts and processes to successfully manage their projects and pass the PRINCE2 Practitioner certification. Duration 2 days. Including sample examination and preparation to re-enforce the knowledge gained. The PRINCE2 Practitioner exam is done following a review of the previous day s content on the morning of the second day. This is a scenario based exam of 2.5 hours consisting of 8 questions, subdivided in several lines. A successful candidate will get at least 55 % of the questions right. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites Course participants must hold one of the following certifications: o PRINCE2 Foundation o Project Management Professional (PMP) o Certified Associate in Project Management (CAPM) o IPMA Level A (Certified Projects Director) o IPMA Level B (Certified Senior Project Manager) o IPMA Level C (Certified Project Manager) o IPMA Level D (Certified Project Management Associate) V36 Page 115

116 Audience Includes without being restrictive to: Project Executive / Manager Project Management Officer Procurement Manager Any professional involved in a project or interested in understanding PRINCE2 best practices Program Objectives Being able to implement PRINCE2 processes, themes and principles, Master relationships between processes, themes, principles and management products, Passing the PRINCE2 Practitioner exam. Program Content Reminder of the PRINCE2 Processes Model, PRINCE2 Activities & Management Products, Exam introduction and preparation, PRINCE2 adaptation to a business Client-Provider relationship environment, Exam preparation, through the implementation of PRINCE2 themes and processes within a case study, PRINCE2 Practitioner exam. Program Material (handout) This training program includes the following as reference documentation: Program slide presentation PRINCE2 Syllabus document Sample examination questions and answers Managing successful projects with PRINCE2 Book Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 116

117 Project Management Program: PRINCE2 Combined Course 5 days (English and French) Course overview PRINCE2 is a de facto standard developed and used extensively by the UK government and is widely recognized and used in the private sector, both in the UK and internationally. It embodies established and proven best practice in project management. The PRINCE2 Combined program provides attendees with a comprehensive understanding of PRINCE2 key concepts and processes to successfully manage their projects and pass the PRINCE2 Combined certification. Duration 5 days training course Including a sample examination and preparation to re-enforce the knowledge gained. The PRINCE2 Foundation exam is done on the afternoon of the third day. o Foundation consist of one hour consisting of 75 questions with, for each question, four options where one option is correct. A successful candidate will get at least 50 % of the questions right. The PRINCE2 Practitioner exam is done on the morning of the last day after a program review. o Practitioner consists of a scenario based exam of 2.5 hours consisting of 8 questions, subdivided in several lines. A successful candidate will get at least 55 % of the questions right. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites No prerequisite required for this program Audience Includes without being restrictive to: Project Executive / Manager Project Management Officer Procurement Manager Any professional involved in a project or interested in understanding PRINCE2 best practices V36 Page 117

118 Program Objectives This course introduces the latest PRINCE2 concepts and processes, and enables the course participants to: Implement PRINCE2 processes, themes and principles, Master relationships between processes, themes, principles and management products, Pass the PRINCE2 Practitioner exam. Program Content Introduction: o Project, Project Management, PRINCE2 PRINCE2 Overview and principles: o o o o o o o Continued business justification Learn from experience Defined roles and responsibilities Manage by stages Manage by Exceptions Focus on products Tailor to suit the project environment The 7 Prince2 Processes : o Introduction to processes o Starting up a Project o Directing a Project o Initiating a Project o Controlling a Stage o Managing Product Delivery o Managing Stage Boundary o Closing a Project The 7 PRINCE2 themes: o o o o o o o Organization Business case Quality Plans Risks Change Progress Tailoring PRINCE2 to the project environment V36 Page 118

119 PRINCE2 Activities & Management Products, Exams introduction and preparation, Adapting PRINCE2 to a business Client-Provider relationship environment, Implementing PRINCE2 themes and processes, PRINCE2 exams. Program Material (handout) This training program includes the following as reference documentation: Program slide presentation PRINCE2 Syllabus document Sample examination questions and answers Managing successful projects with PRINCE2 Book Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 119

120 Organizational Change Management (OCM) Foundation Certificate Program 3 days Course overview The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge and understanding of Change Management to work as an informed member of a team working on an organizational change initiative. The Foundation qualification is also a pre-requisite for the Practitioner qualification. Duration 3 days training course Including a sample examination and preparation to re-enforce the knowledge gained. The Foundation exam is done on the afternoon of the third day. It is a multiple choice closed book exam of one hour consisting of 50 questions with, for each question, four options where one option is correct. A successful candidate will get at least 50 % of the questions right. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites No prerequisite required for this program Audience This qualification is aimed at individuals who are involved in change initiatives who require a working knowledge of the key principles of change management, who need to know the terminology used and some of the theory behind the practice. It is also the Introduction to the higher level Practitioner qualification and therefore includes all those who are the target audience for that qualification. Program Objectives The Change Management certification, fully aligned with the change management body of knowledge, and based on the new core guide The Effective Change Manager s Handbook. The new syllabus samples a wide range of knowledge of the theory and practice of change management including: change and the individual change and the organization communication and stakeholder engagement, and change practice V36 Page 120

121 Program Content The program will enable the candidate to recall, recognize and demonstrate understanding of the theories, concepts, models and approaches outlined in the Course Text, including terms used, process sequences and roles involved. Specifically, he should be able to demonstrate this understanding by being able to: o o o o o o o o Explain how individuals are impacted by change, different ways they may respond to change situations and how learning processes help them adapt Contribute to development of strategies to help individuals through change, increasing motivation for change and overcoming resistance in order to achieve desired outcomes Offer insights on how organizations work, how the process of organizational change occurs and the typical roles that collaborate to deliver successful change Identify key drivers of an organization s culture, and recognize different types of change process (e.g. planned and emergent change) Describe significant elements of the stakeholder engagement process in a change initiative, and relate this to appropriate communications strategies Discuss with colleagues the different areas of impact of a change initiative, and how momentum for that change can be built and sustained Outline important aspects of how to build an effective change team, and to contribute to discussions about how to improve the effectiveness of a team Prepare for the certification exam Program Material (handout) This training program includes the following as reference documentation: o Program slide presentation o Sample examination questions and answers It is STRONGLY recommended that course participants acquire The Effective Change Manager s Handbook - ISBN Published November We could provide this book at additional cost. Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice. V36 Page 121

122 Organizational Change Management (OCM) Practitioner Certificate Program 2 days Course overview The purpose of the Practitioner certificate program is to ensure the candidate has sufficient understanding of how to apply and tailor Change Management process and function in a given organizational change situation. As a successful Practitioner, candidate will be able to start applying the Change Management approaches and techniques to a real change initiative. Duration 2 days training course Including a sample examination and preparation to re-enforce the knowledge gained. The Practitioner examination is structured as follows: o Testing is based on a case study scenario o Four questions of 20 marks each o 40 marks required to pass (out of 80 available) - 50% o 2.5 hours duration o Restricted open book The Effective Change Manager s Handbook may be used in the exam, and the Candidate Guide to Exam Text. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites The Change Management Foundation level certification is prerequisite for this program. Audience This qualification is aimed at change managers and aspiring change managers. It also relevant to other key staff involved in the design, development and delivery of change programs, including: change leaders (e.g. Senior Responsible Owners), change agents (e.g. Business Change Managers), change implementers (e.g. Program Managers), change support (e.g. Program Office) and operational line managers/staff. V36 Page 122

123 Program Objectives This certification, fully aligned with the change management body of knowledge, and based on the new core guide The Effective Change Manager s Handbook. The new syllabus samples a wide range of knowledge of the theory and practice of change management at an advanced level, including: change and the individual change and the organization communication and stakeholder engagement, and change practice Program Content The program will introduce the models and concepts outlined in the Course Text to enable course participants to understand real world change processes, to offer relevant insights and ideas which can aid decision-taking, and assist in evaluating options. Specifically, he should be able to: Identify the organizational drivers of a change initiative and the links that initiative has with any governance structures (e.g. strategic, program or project governance) Use a range of organization paradigms to understand, support and sustain change processes, taking account of the culture of the organization Apply an appropriate process framework to help plan or understand any particular organizational change Establish a clear framework of roles, skills and activities through which leaders from different levels can support and sustain the change process Contribute effectively to preparation for a change initiative, including building the change team, offering insights which improve team effectiveness Offer relevant insights in discussions about how to prepare people for change, including planning for learning and motivational issues relevant to different roles and types of people Help colleagues understand the difference between organization change and the human impact of transition, and suggest practical leadership actions at different stages of a change Support the identification and mapping of stakeholders in a change process and help develop approaches to build and maintain stakeholder engagement Draft the communications plan for a change initiative, taking proper account of the various stakeholders and of an appropriate range of communication channels Recognize signs of resistance to change and propose actions to mitigate it Propose a range of levers by which a change can be sustained and become embedded in the organization Program Material (handout) This training program includes the following as reference documentation: o Program slide presentation o Sample examination questions and answers V36 Page 123

124 It is STRONGLY recommended that course participants acquire The Effective Change Manager s Handbook - ISBN Published November We could provide this book at additional cost. Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice. V36 Page 124

125 Organizational Change Management (OCM) Combined Certificate Program 4.5 days Course overview The purpose of the Combined program is to: - Confirm that a candidate has sufficient knowledge and understanding of Change Management to work as an informed member of a team working on an organizational change initiative. - Ensure the candidate has sufficient understanding of how to apply and tailor Change Management process and function in a given organizational change situation. As a successful Practitioner, candidate will be able to start applying the Change Management approaches and techniques to a real change initiative. Duration 4.5 days training course Including a sample examination and preparation to re-enforce the knowledge gained. The combined exam is done in two stages, o Foundation exam on the afternoon of the third day, multiple choice closed book exam of one hour consisting of 50 questions with, for each question, four options where one option is correct. A successful candidate will get at least 50% of the questions. o Practitioner exam on the late morning of the fifth day. Testing is based on a case study scenario Four questions of 20 marks each 40 marks required to pass (out of 80 available) - 50% 2.5 hours duration Restricted open book The Effective Change Manager s Handbook may be used in the exam, and the Candidate Guide to Exam Text. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites No prerequisite required for this program Audience This qualification is aimed at individuals who are involved in change initiatives who require a working knowledge of the key principles of change management, who need to know the terminology used and V36 Page 125

126 some of the theory behind the practice. It is also the Introduction to the higher level Practitioner qualification and therefore includes all those who are the target audience for that qualification. Program Objectives The Change Management certification, fully aligned with the change management body of knowledge, and based on the new core guide The Effective Change Manager s Handbook. The new syllabus samples a wide range of knowledge of the theory and practice of change management including: change and the individual change and the organization communication and stakeholder engagement, and change practice Program Content The program will enable the candidate to recall, recognize and demonstrate understanding of the theories, concepts, models and approaches outlined in the Course Text, including terms used, process sequences and roles involved. Specifically, he should be able to demonstrate this understanding by being able to: o o o o o o o o Explain how individuals are impacted by change, different ways they may respond to change situations and how learning processes help them adapt Contribute to development of strategies to help individuals through change, increasing motivation for change and overcoming resistance in order to achieve desired outcomes Offer insights on how organizations work, how the process of organizational change occurs and the typical roles that collaborate to deliver successful change Identify key drivers of an organization s culture, and recognize different types of change process (e.g. planned and emergent change) Describe significant elements of the stakeholder engagement process in a change initiative, and relate this to appropriate communications strategies Discuss with colleagues the different areas of impact of a change initiative, and how momentum for that change can be built and sustained Outline important aspects of how to build an effective change team, and to contribute to discussions about how to improve the effectiveness of a team Prepare for the certification exam Program Material (handout) This training program includes the following as reference documentation: o Program slide presentation o Sample examination questions and answers It is STRONGLY recommended that course participants acquire The Effective Change Manager s Handbook - ISBN Published November We could provide this book at additional cost. V36 Page 126

127 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice. V36 Page 127

128 Cloud Computing Foundation Certificate Program 2 days Course overview The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge and understanding of Cloud Computing to work as an informed member of the implementation team working to introduce this subject matter in the organization. The Foundation qualification is also a prerequisite for the Practitioner qualification. Duration 2 days training course Including a sample examination and preparation to re-enforce the knowledge gained. The Foundation exam is done at the end of the second day. It is a multiple choice closed book exam of 40 minutes consisting of 50 questions where each question will have four options with one correct option. A successful candidate will get at least 50 % of the questions right. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites No prerequisite required for this program other than a general understanding of IT technologies. Audience The target audience for the Foundation qualification is individuals who are involved in cloud computing initiatives within their companies. These individuals would probably be IT personnel, although this qualification could also be useful for finance, legal, and procurement employees. Program Objectives The objectives of this program is to provide candidates a good understanding of Cloud Computing characteristics, key benefits, common security and technical challenges and how to address them, as well as all the delivery models -- private, public, and hybrid. Candidates will also learn the basis of how to effectively implement a cloud action plan that ensures organization acceptance and success for cloud computing initiatives. V36 Page 128

129 Program Content The candidate will be guided to understand the key principles and terminology within the guidance. Candidates will gain the ability to: Describe the key facts about the concepts, characteristics, delivery models of cloud computing Summarize the benefits of adopting cloud computing Explain the security and compliance challenges related to cloud computing Describe the technical and organizational challenges related to cloud computing Describe the differences between public, private and hybrid cloud computing and the appropriate and inappropriate uses of each Outline the appropriate uses and limiting factors of the major vendors in the cloud computing domain Describe the recommended action plan to creating an organizational initiative to implement cloud computing Candidates will be introduced to the following references and training course module. The following syllabus areas are identified. Syllabus Area Code OV SC TO PU PR HY AP Syllabus Area Title Overview, Definitions and Benefits Security and Compliance Challenges Technical and Organization Challenges Public Cloud Computing Private Cloud Computing Hybrid Cloud Computing Action Plan for Implementation Program Material (handout) This training program includes the following as reference documentation: o Program slide presentation o Sample examination questions and answers It is recommended for course participants to reference the following publication for a further level of details Reference A Cloud Computing: Foundation White Paper Author Bernard Golden Reference B The Cloud at Your Service Authors Jothy Rosenberg, Arthur Mateos ISBN number 13: Manning 2011 Reference C The NIST Definition of Cloud Computing Authors Peter Mell, Timothy Grance V36 Page 129

130 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice. V36 Page 130

131 LEAN IT Foundation Certificate Program 2 days Course overview The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge and understanding of Lean IT. As well as certifying that the student have gained knowledge of the Lean IT terminology, structure and basic concepts and has comprehended the core principles of Lean IT practices. The Lean IT Foundation Certificate is intended to enable the holders of the certificate to apply the Lean IT practices under guidance of a Lean expert. Duration 2 days training course Including a sample examination and preparation to re-enforce the knowledge gained. The Foundation exam is done at the end of the second day. It is a multiple choice closed book exam over a period of 60 minutes, consisting of 40 multiple choice questions. A successful candidate will get at least 65 % of the questions right. Delivery Methods Instructor led Classroom environment Virtual Web-based Prerequisites No prerequisite required for this program other than a general understanding of IT technologies. Audience The target audience for the Foundation qualification is individuals who: Are applying the principles of Lean IT practices to provide necessary insight into business services and support IT assets, employees and processes. Would like to be acquainted with the use of several Lean IT analysis tools and have an understanding of the application of the Lean IT philosophy in an IT environment. Are providing insight into customer experience and identify the cause of problems to increase customer satisfaction. Are making an effort to align business services with IT to evaluate a service delivery solution and identify and reduce non-value adding activity. Are trying to streamline and automate compliance processes to lessen cost and risk. V36 Page 131

132 Program Objectives The objectives of this program are to explain the concepts of Lean IT as they are an extension of Lean Principles, applied in an IT environment; also, to show the benefits associated with it to both the individuals and to the organizations. Benefits for Individuals Apply the principles of Lean IT practices to provide necessary insight into business services and support IT assets, employees and processes. Be acquainted with the use of several Lean IT analysis tools and have an understanding of the application of the Lean IT philosophy in an IT environment. Provide insight into customer experience and identify the cause of problems to increase customer satisfaction. Align business services with IT to evaluate a service delivery solution and identify and reduce nonvalue adding activity. Streamline and automate compliance processes to lessen cost and risk. Benefits for Organizations Achieve operational excellence through improved agility, service quality and efficiency. Build a customer and value-oriented culture in which employees engage in Lean IT processes. Involve all employees to continually improve services and preserve value with less effort. Optimize IT operations and processes supporting the most business critical applications and services. Implement a rigorous problem solving process to achieve greater strategic and financial value. Program Content The candidate will be guided to understand the key principles and terminology within the guidance, as reflected below. Lean Principles are concerned with: Increasing customer value Eliminating waste (work that does not add value) Management as a facilitator The involvement of all employees Continual improvement Preserving value with less work. Many organizations have adopted Lean IT in order to increase customer satisfaction and to achieve greater strategic and financial value. By the end of the course students will: Be familiar with and have knowledge of the basic concepts of Lean and its core principles Be acquainted with the use of several Lean IT analysis tools V36 Page 132

133 Have an insight into what Lean IT can mean for an organization Have an understanding of the application of the Lean philosophy in an IT environment Be able to apply the principles of Lean IT practices under the guidance of a Lean expert. Program Material (handout) This training program includes the following as reference documentation: o Program slide presentation o Sample examination questions and answers It is STRONGLY recommended for the students to acquire the following. Title: Lean Thinking, Banish Waste and Create Wealth in Your Corporation (Paperback edition published in 2003) Author: James P. Womack and Daniel T. Jones ISBN-13: Publisher: Simon & Schuster UK Ltd Lean IT Foundation Article - Lean IT Foundation Publication v2.0 (412KB) Title: Lean IT: Enabling and Sustaining Your Lean Transformation (Hardback edition published in 2011) Author: Steven C Bell and Michael A Orzen ISBN-13: Publisher: Productivity Press Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice. V36 Page 133

134 DevOps Foundation Certificate Program 3 days Course overview This course provides an introduction to DevOps the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals. Improved workflows will result in an improved ability to design, develop, deploy and operate software and services faster. Duration Sixteen (16) hours training course with review and exam on the third day Includes a 60-minute exam, consisting of 40 multiple-choice questions, successfully passing (65%) the exam leads to the DevOps Foundation Certificate. The certification is governed, administered and maintained by the DevOps Institute. The DevOps Foundation Certificate will be the pre-requisite for future DevOps certification courses. Delivery Methods Instructor led Classroom environment at a maximum of 25 students per session Virtual Web-based Prerequisites Completion of pre-class assignment Familiarity with IT and IT service management is recommended Audience The target audience for the Foundation qualification are Management, Operations, Developers, QA, Testing, Service Management. Individuals involved in IT development, IT operations or IT service management Individuals who require a detailed understanding of DevOps principles IT professionals working within, or about to enter, an Agile Service Design Environment The following IT roles: o DevOps Engineers o Integration Specialists o Operations Managers o System Administrators o Network Administrators o Project Managers o Business Managers V36 Page 134

135 o o o o Automation Architects Application Developer / Software Programmer Software Tester / QA Business (Requirements) Analyst Program Objectives The learning objectives for DevOps Foundation include an understanding of: DevOps objectives and vocabulary Benefits to the business Concepts and practices including its relationship to Agile, Lean and IT Service Management (ITSM) Improved workflows Improved communication and feedback loops Reliance on automation Applying DevOps in an enterprise environment Critical success factors and key performance indicators Real-life examples and results Program Content The candidate will be guided to understand: Basic concepts Value of DevOps Organizational consideration Culture Practices Automation Key principles and terminology Relationship to other frameworks Program Material (handout) DevOps The Basics (pre-class resource) Learner Manual (excellent post-class reference) Participation in unique exercises designed to apply concepts Sample documents, templates, tools and techniques Access to additional sources of information and communities Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice. V36 Page 135

136 DevOps Master Certificate Program 5 days Course overview This certification focuses on adding practical skills to knowledge, enabling a DevOps Master to facilitate DevOps successfully in a team and to promote its principles in the organization. DevOps is a set of best practices that emphasize the collaboration and communication of IT-professionals (developers, operators, and support staff) in the lifecycle of applications and services, leading to: Continuous Integration: easy hand-off from Development to Operations and Support Continuous Deployment: release continuously or as often as possible Continuous Feedback: seek feedback from stakeholders during all lifecycle stages The DevOps Master certification tests the candidate s mastering of DevOps principles and skills. A DevOps Master is able to help facilitate an organization s transition to DevOps and grow the business in a way that brings the most value to a customer. Duration Forty (40) hours training course with exam preparation review over 5 days Examination type: Computer-based multiple choice (exam voucher will be issued to students at the end of the course upon completion of the course training & course practical assignments) There will be a 2-week expiry date on the exam voucher to enable additional preparation time after the course and to encourage students to complete their exam while the training content is still recent Number of questions: 50 Pass mark: 65% Open book/notes: No Electronic equipment/aides permitted: No Time allotted for examination: 120 minutes Delivery Methods Instructor led Classroom environment at a maximum of 16 students per session Virtual Web-based Course delivery can be customized to fit learner requirements, for example: 1 day per week over 5 weeks, etc. Course Prerequisites The candidates are expected to have basic knowledge of DevOps principles, IT Service Management, Lean and Agile concepts o An overview of this basic knowledge is incorporated into the Ahead EXIN DevOps Master training curriculum V36 Page 136

137 It is highly recommended that the students pre-read the following supporting text prior to attending this course: A. The Phoenix Project Gene Kim, Kevin Behr, George Spafford, ISBN-10: , ISBN-13: , IT Revolution Press (January 10, 2013) B. Effective DevOps: Building a Culture of Collaboration, Affinity, and Tooling at Scale Jennifer Davis, Katherine Daniels, ISBN-13: , ISBN-10: , O'Reilly Media; 1 edition (June 25, 2016) C. Continuous Delivery: Reliable Software Releases through Build, Test, and Deployment Automation Jez Humble, David Farley, ISBN-13: , ISBN-10: , Addison- Wesley Professional; 1 edition (August 6, 2010) D. Success with Enterprise DevOps (copy provided in course material) Koichiro (Luke) Toda, President Strategic Staff Services Corporation and Director of TPS Certificate Institution, Nobuyuki Mitsui, CTO of Strategic Staff Services Corporation White Paper; June 2016 (free download from EXIN DevOps Master product page: E. The DevOps Handbook: How to Create World-Class Agility, Reliability, and Security in Technology Organizations Gene Kim, Jez Humble, Patrick Debois, John Willis, ISBN-10: , ISBN-13: , IT Revolution Press; 1 edition (2016) F. Other sources: Exam Prerequisites EXIN DevOps Master accredited training completion and Successful completion of the DevOps Master practical assignments Audience The DevOps Master certification is meant for anyone working within a DevOps team or in an organization that considers the transition to a DevOps way of working. The target group includes: Application or Service Developers and Product Owners Agile Scrum Masters Project Managers Test Engineers Test Managers IT Service Managers IT Operations Process Managers V36 Page 137

138 Lean IT Practitioners Because this certification is on an advanced level, some knowledge of or experience in the domains where DevOps is applied is highly recommended: Agile / Agile Scrum o o Lean IT o DevOps Foundation o IT Service Management o Program Objectives The learning objectives for DevOps Foundation include an understanding of: DevOps Fundamentals o Unique to Ahead s DevOps Master course to best prepare the learner for this DevOps Master level training DevOps Adoption o DevOps Mindset and Benefits o Organizational Culture o Principles & Concepts Planning, Requirements and Design o Application or Service Lifecycle Management o Project Charter (Defining Scope) & Visual Control o Infrastructure and Architecture Design o Service Level Requirements and Agreements o Implementing a Testing Strategy: User Story, Test Story and Operation Story Development and Deployment o Continuous Delivery & Continuous Integration o Deployment Pipeline o Continuous Deployment o Ji-Kotei-Kanketsu, Rhythm, Work-in-Progress and One-piece-flow o Automation, Tools and Testing Operation and Scaling o Managing Data; Infrastructure and Environments; and Components and Dependencies o Configuration Management and Version Control o Cloud and Immutable Infrastructure o Business Continuity V36 Page 138

139 o Scaling End of Life o Conditions for End-of-Life of a product or service Program Content The candidate will be guided to understand: Necessary basic DevOps concepts and theory: Part 1 - DevOps Fundamentals DevOps Master concepts and theory: Part 2 - DevOps Adoption Part 3 - Planning, Requirements and Design Part 4 - Development and Deployment Part 5 - Operation and Scaling Part 6 - End of Life DevOps Master exam preparation DevOps Master practical assignments (completed in training course classroom and as homework assignments) Program Material (handout) DevOps The Basics (pre-class resource) Learner Manual (excellent post-class reference) Participation in unique exercises designed to apply concepts Access to additional sources of information and communities Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice. V36 Page 139

140 LEADING SAFe 4.0 with SA Certification 2 Days (English) Program Overview Leading the Lean-Agile Software Enterprise with the Scaled Agile Framework. This two-day course teaches the Lean-Agile principles and practices of the Scaled Agile Framework (SAFe ). Attending the class prepares you to take the exam and become a certified SAFe Agilist (SA). The SAFe Agilist certification program is for executives, managers and Agile change agents responsible for leading a Lean-Agile change initiative in a large software enterprise. It validates their knowledge in applying the Scaled Agile Framework, lean thinking, and product development flow principles in an enterprise context so they can lead the adoption of the Scaled Agile Framework. You ll learn how to execute and release value through Agile Release Trains, how to build an Agile Portfolio, and how to lead a Lean-Agile transformation at enterprise scale. You will gain an understanding of the Lean-Agile mindset and how to apply the principles and practices of SAFe to support Agile teams, programs, program portfolio management, and to coordinate large Value Streams. Attending the class prepares you to take the exam and become a certified SAFe Agilist (SA). Associated Certification: SAFe Agilist (SA) Audience The following individuals will benefit from this course: Executives and Leaders, Managers, Directors, CIOs, and VPs Development, QA and Infrastructure Management Program and Project Managers Product and Product Line Management Portfolio Managers, PMO, and Process Leads Enterprise, System and Solution Architects Prerequisites All are welcome to attend the course, regardless of experience. However, the following prerequisites are highly recommended for those who intend to take the SA certification exam. 5+ years experience in software development, testing, business analysis, product or project management Experience in Scrum V36 Page 140

141 Exam Details Exam Name: SAFe 4 Agilist Exam Exam Format: Multiple Choice, True/False Exam Delivery: Web-based; Open Book Exam Access: First attempt free within 30 days from course completion date Exam Duration: Candidates have 30 days from course completion date to answer all questions and submit their exam Number of Questions: 53 Passing Score: 32 (60%) Sample Test Questions Professional Development Units (PDUs) and Scrum Education Units (SEUs) Attendees may be eligible to apply for 15 PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP and PMI-ACP certifications. Attendees may be eligible to apply for SEUs under category C, toward earning or renewing their CSP through Scrum Alliance. Content and Objectives The objectives of this course are to enable participants to: Apply SAFe to scale Lean and Agile development in your enterprise Support the execution of Agile Release Trains Coordinate large Value Streams Manage a Lean-Agile Portfolio Align the organization to a common process model Configure the Framework for your context Unlock the intrinsic motivation of knowledge workers Support a Lean-Agile transformation in your enterprise Course topics include: Introducing to the Sacaled Agile Framework Embracing a Lean-Agile Mindset Understanding SAFe Principles Implementing an Agile Release Train Experiencing PI Planning Executing and Releasing Value Building an Agile Portfolio Coordinating Large Value Streams Leading the Lean-Agile Enterprise Program Material What You Get The class registration includes: V36 Page 141

142 Attendee workbooks Access to the SAFe 4 Agilist Exam requires course attendance One-year membership to Scaled Agile, with access to members-only resources such as webinars, workbooks, guidance presentations, and advance notice of upcoming SAFe products SAFe Agilist (SA) attendance certificate upon request SAFe Certification Kit Attendees who pass the exam will receive: A SAFe Agilist certificate One year certified membership as a SAFe Agilist SAFe Agilist branding kit with the SA certification mark Annual Renewal Renewals are from the date of certification Renewal fee: $ continuing education/outreach hours V36 Page 142

143 SAFe 4.0 Scrum Master with SSM (English) Program Overview In this two-day course, you ll gain an understanding of the role of Scrum Master in a SAFe enterprise. Unlike traditional Scrum Master training that focuses on the fundamentals of team-level Scrum, the SAFe 4.0 Scrum Master course explores the role of Scrum in the context of the entire enterprise, and prepares you to successfully plan and execute the Program Increment (PI), the primary enabler of alignment throughout all levels of a SAFe organization. This includes learning the key components of scaled Agile development, how Scrum is facilitated throughout the enterprise, and how to execute iteration planning. You ll also discover how to build high performing Agile teams by becoming a servant leader and coach, and how to coach those teams to deliver the maximum business value that is achievable through SAFe. The SSM certification signifies that you are prepared to perform the role of Scrum Master in a SAFe environment, increasing your value to teams and organizations that are implementing SAFe. Associated Certification: SAFe Scrum Master (SSM). Audience The following individuals will benefit from this course: Intended for people new to the role of the Scrum Master, or people wanting to better understand the role and how it fits in a SAFe enterprise, attendees typically include: New or existing Scrum Masters Team Leads Release Train Engineers All stakeholders working in a Lean-Agile environment or transformation are welcome to attend. Prerequisites There are no prerequisites to take this course. Exam Details Exam Name: SAFe 4 Scrum Master Exam Exam Format: Multiple Choice Exam Delivery: Web-based; Open Book Exam Access: First attempt free within 30 days from course completion date Exam Duration: Candidates have 30 days from course completion date to answer all questions and submit their exam Number of Questions: 43 Passing Score: 31 (72%) V36 Page 143

144 Sample Test Questions Professional Development Units (PDUs) and Scrum Education Units (SEUs) Attendees may be eligible to apply for 15 PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP and PMI-ACP certifications. Attendees may be eligible to apply for SEUs under category C, toward earning or renewing their CSP through Scrum Alliance. Content and Objectives The objectives of this course are to enable participants to: Describe Scrum in a SAFe enterprise Perform the role of the Scrum Master in SAFe Facilitate Iteration Planning and effective Iteration execution Support effective Program Increment execution Build high performing teams by becoming a servant leader and coach Course topics include: Describe Scrum in a SAFe enterprise Perform the role of the Scrum Master in SAFe Facilitate Iteration Planning and effective Iteration execution Support effective Program Increment execution Build high performing teams by becoming a servant leader and coach Program Material What You Get The class registration includes: Describe Scrum in a SAFe enterprise Perform the role of the Scrum Master in SAFe Facilitate Iteration Planning and effective Iteration execution Support effective Program Increment execution Build high performing teams by becoming a servant leader and coach Annual Renewal Renewals are from the date of certification Renewals are yearly from the date of certification: Renewal fee: $ continuing education/outreach hours V36 Page 144

145 SAFe 4.0 Scrum Product Manager/Product Owner (English) Program Overview SAFe 4.0 Product Manager/Product Owner Delivering customer value through effective execution and coordination of program increments in the enterprise In this two-day course, you will learn how the roles of Product Manager, Product Owner, Solution Manager, and Epic Owner drive the delivery of value in the SAFe enterprise. You ll get an overview of the Scaled Agile Framework (SAFe ), the Lean-Agile mindset, and an understanding of how the Product Manager and Product Owner roles operate in the enterprise to drive the delivery of value. Finally, you will get an in-depth understanding of the specific activities, tools, and mechanics used to effectively deliver value to the enterprise. By the end of this course, you should be able to write Epics, Capabilities, Features, and User Stories within the context of SAFe, and have a solid foundation for managing backlogs and programs in a Lean-Agile enterprise. Associated Certification: SAFe Product Manager / Product Owner (PMPO) Audience The following individuals will benefit from this course: Product Managers, Product Line Managers, Product Owners, Business Owners, and Business Analysts Solution Managers, Portfolio Managers, Program Managers, PMO personnel, and Process Leads Enterprise, Solution, and System Architects Prerequisites One or more of the following prerequisites are recommended for students planning to attend this course and take the PMPO certification exam: Leading SAFe 4.0 Leading SAFe Live Lessons 4.0 SAFe experience Exam Details Exam Name: SAFe 4 Product Manager/Product Owner Exam Exam Format: Multiple Choice, True/False Exam Delivery: Web-based; Open book; V36 Page 145

146 Exam Access: First attempt free within 30 days from course completion date Exam Duration: Candidates have 30 days from course completion date to answer all questions and submit their exam. Number of Questions: 59 Passing Score: 35 (60%) Sample Test Questions Number of Questions: 43 Professional Development Units (PDUs) and Scrum Education Units (SEUs) Attendees may be eligible to apply for 15 Continuing Education Strategic PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP and PMI-ACP certifications Attendees may be eligible to apply for SEUs under category C, toward earning or renewing their CSP through Scrum Alliance Content and Objectives The objectives of this course are to enable participants to: Identify the major components of the Scaled Agile Framework Connect the Scaled Agile Framework to core Lean-Agile principles and values Identify key roles and responsibilities within a SAFe implementation Contribute to Portfolio content using epics and the Portfolio kanban Apply Value Stream strategies to define and manage solution value Engage in Product Manager strategies Operate as a SAFe Product Owner Develop a stakeholder engagement plan Build and grow communities of practice Course topics include: SAFe 4.0 PM/PO Introduction Embracing the Lean-Agile mindset Exploring Product Manager and Product Owner roles Contributing to Portfolio content Defining and managing solution value Being an effective SAFe Product Manager Being an effective SAFe Product Owner Engaging stakeholders Building your Communities of Practice Program Material What You Get The class registration includes: Attendee workbooks V36 Page 146

147 Access to the SAFe 4 Product Manager/Product Owner Exam requires course attendance One-year membership to Scaled Agile, with access to members-only resources such as webinars, workbooks, guidance presentations, and advance notice of upcoming SAFe products SAFe PM/PO (PMPO) attendance certificate upon request Annual Renewal Renewals are from the date of certification Renewals are yearly from the date of certification: Renewal fee: $ continuing education/outreach hours V36 Page 147

148 Associated Certification: SAFe Practitioner (SP) SAFe 4.0 Scrum for Teams (English) Program Overview This two-day course teaches members of Agile Release Trains how to work in a SAFe environment using Scrum, Kanban, and XP. Participants will experience being Agile teams, learn to write stories and break features, as well as how to plan and execute iterations. Participants will also learn about Agile Release Train and their role in it, planning program increments, integrating with other teams in the program and improving as a train. Audience The following individuals will benefit from this course: Team members who apply Lean and Agile at Scale All members of an Agile Release Train about to launch Prerequisites There are no prerequisites to take this course. All stakeholders working in a Lean-Agile environment or transformation are welcome to attend. Exam Details Exam Name: SAFe 4 Practitioner Exam Exam Format: Multiple Choice, True/False Exam Delivery: Web-based; Open Book Exam Access: First attempt free within 30 days from course completion date Exam Duration: Candidates have 30 days from course completion date to answer all questions and submit their exam Number of Questions: 60 Passing Score: 39 (65%) Sample Test Questions Professional Development Units (PDUs) and Scrum Education Units (SEUs) Attendees may be eligible to apply for 15 Continuing Education Strategic PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP and PMI-ACP certifications. Attendees may be eligible to apply for SEUs under category C, toward earning or renewing their CSP through Scrum Alliance. V36 Page 148

149 Content and Objectives The objectives of this course are to enable participants to: Operate as member of an Agile team on an Agile Release Train Plan iterations Execute iterations and demo value Improve your team and train processes Plan Program Increments Integrate and work with other teams on the train Course topics include: Introducing the Scaled Agile Framework (SAFe ) Being an Agile Team Building the backlog Planning a Program Increment Executing Iterations Program Material What You Get The class registration includes: Attendee workbooks Access to the SAFe 4 Practitioner Exam requires course attendance Annual Renewal Renewals are from the date of certification Renewals are yearly from the date of certification: Renewal fee: $ continuing education/outreach hours V36 Page 149

150 WORKSHOPS V36 Page 150

151 ITIL & PM for Effective Service Management - 3 Days Program Overview Whether your field is architecture or information technology, successful planning involves a carefully crafted set of steps to planned and measurable goals. In today s fast-paced business environment, this is no simple task. As deadlines get tighter and budgets get smaller, organizations turn to their managers to do more with less. Therefore, successful managers need to replenish their supply of best practices knowledge, practical skills, insightful strategies, and cutting edge concepts to remain a valuable asset to their company. Our programs will add a unique set of best practices knowledge combination the capabilities of ITIL Framework and Project Management (PMBOK ) to your knowledge base. We will work with you facilitating your understanding of the combined capabilities of ITIL and Project Management in order to implement a more effective Service Management Practice Among other elements, the program will explore and discuss the following areas: Dependencies among both practices ITIL lifecycle progressive phases Project Management 9 work areas Implementation issues related to ITSM programs Program management office and its benefits Continuous improvement approach 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL 2011 now emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services The Project Management Body of Knowledge (PMBOK ) constitutes the official Project Management Institute (PMI ) standards and is used to define the minimum knowledge an individual must possess to be considered a candidate for the Project Management Professional (PMP ) accreditation. Duration V36 Page 151

152 Three-day classroom training Delivery Methods - Instructor led Classroom based - Virtual Web based Audience IT professionals interested in understanding the content and concepts of the new ITIL 2011, as well as understand Project Management based on PMBOK : Executives and key stakeholders Process Owners and Managers Senior technical and operational staff IT professionals and Consultants IT customers Whether or not you are currently a project manager, a manager of project managers, or have a desire to become one, the essential knowledge of both ITIL and Project Management is available through this program. Prerequisites General IT knowledge Preferably o ITIL awareness o Project Management awareness Course Objectives Built on the ITIL Framework and the PMBOK (Project Management Body of Knowledge) standards, this program empowers you with the basic skills of both practices necessary to tackle the challenges facing your ITSM projects. Upon completion of this program, participants will be able to: Recognize the key concepts and principles of IT Service Management (ITSM) Understand the ITIL 2011 Service Lifecycle Framework and its related processes and functions Recognize the value of ITIL 2011 to the business and the IT organization Explain the Continual Cycle of Improvement Define the terms project, project management, program and portfolio Understand the role of the project manager and discover the combination of skills required to be successful in that role Discuss some of the constraining forces present on a project V36 Page 152

153 Understand the concept of phases, life cycles, and Process Groups Become aware of life cycle models and their use Understand the combined capabilities of ITIL and Project Management Comprehend the key elements to implementing a Service Management Practice Course Content Working with Both ITIL and Project Management course outline includes theory, discussions, and quizzes with relationship to: Part 1 - IT Service Management and the ITIL Framework o What is Service Management? o What is ITIL? The ITIL Service Management Lifecycle Part 2 - Project Management according to the PMBOK o What is Project Management? What is a Project? o The Project Management Body of Knowledge (PMBOK) o Project based culture o The 9 knowledge areas Part 3 - ITIL and Project Management Dependencies o Combined Capabilities Part 4 - Implementing a Service Management Practice o Project Management Office o The Six Steps of Continual Service Improvement o Using ITIL and Project Management Part 5 - What Should I do next? o Available ITIL and Project Management workshops and certification training Program Material This training program includes the following as reference documentation: Instructor presentation Additional valuable documentation o ITIL and Project Management Glossary of Terms o Project Management Templates V36 Page 153

154 Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 154

155 Define & Implement Service Assets and Configuration Management (SACM) - 2 Days Workshop program Course Overview This workshop will introduce Service Asset and Configuration Management process and its importance to the success of ITSM program in an organization. Also, it will discuss: The process activities The tools and technology that should support the process and the considerations that should be taken when choosing such tools How to manage the process, verify the integrity of the information and improve the process maturity over time. Duration 2 day Delivery Methods Instructor led Classroom environment Virtual Web-based Audience IT professionals interested in understanding the content and concepts of the new ITIL, as well as understand the differences with previous versions of ITIL : Senior technical and operational staff IT professionals and consultants IT customers SACM process Owner SAMC process Managers Configuration Management system Analysts Configuration Management system tool administrators Business Analysts, IT Process Designers, Data Architect Change Managers IT Consultants, IT Project Managers Prerequisites ITIL 2011 Foundation certificate is recommended V36 Page 155

156 Program Objectives The course objectives are to enable course participants a solid understanding of: - ITSM lifecycle at high level - The Service Asset & Configuration Management process - The required organizational buy-in and commitment - The associated tools and technologies - The related roles and responsibility - The approach to implementing, managing and improving the process over time. Program Contents The program will Introduce ITSM at high level; also it will provide you with the knowledge and first steps to: - Ensure business buy-in and commitment - The importance of Governance, risk management for ITSM and all its processes - Define and create a SACM process - Define and create a CMDB plan - Understand the CSFs, KPIs, Metrics associated with the CMS/CMDB - Understanding the relationships between SACM, CMS, CMDB and other ITSM processes, especially Change Management process - Impact of change and change resistance - Linkage and integration with different supporting tools - The roles and responsibilities associated with the process from defining to managing and improving (Owner, Managers, coordinators, librarians, tools administrators, etc ) - Defining and designing CMDB related data model - Defining, designing and deploying CMS/CMDB - Technology and deployment considerations - Defining and building a project plan for creating a CMDB Program Material (handout) A printed copy of the instructor s presentation will be distributed to the participants. Additional sample documents and templates including: - Example project plan for creating a CMDB - Considerations to keep in mind when purchasing a CMS/CMDB tools and technologies - RACI matrix identifying example roles and responsibilities - Sample roles and responsibilities - Checklist for criteria to select appropriate CMDB V36 Page 156

157 Define & Implement a Service Catalogue - 2 Days Workshop program Course Overview This course will introduce the concept of Service Catalogue and what it means to the Business and the relationship between IT and the Business. How IT and IT Services align with and enable the different business processes and services. Duration 2 day Delivery Methods Instructor led Classroom environment Virtual Web-based Audience IT professionals interested in understanding the content and concepts of the new ITIL 2011, as well as understand the differences with previous ITIL V2: Executives and key stakeholders Service Owners Process Owners and Managers Senior technical and operational staff IT professionals and Consultants IT customers Anyone interested or involved in the definition, design, development or management of Service Catalogue and service levels Prerequisites ITIL 2011 Foundation certificate is recommended Program Objectives The course objectives are to enable course participants a solid understanding of: - The relationship between Service Portfolio and Service Catalogue. - The importance of the Service Catalogue and its underlying service structure. - The value of the Service Catalogue to the organization. V36 Page 157

158 Program Contents The course will: - Introduce ITSM at high level - Highlight the principals and concept of the Service Catalogue - Show the basic structure of the Service Catalogue and how it maps IT services to business processes and functions. - Identify which service are repeatable standard services and which services or service elements are initiated via a service request. - Show the benefits of automating the Service Request fulfillment process including self-help concept. - Reflect the basis for service based costing and recovery. - Explain how to define the service listed within an actionable Service Catalogue. - Identify the audience of the Service Catalogue. - Define and describe the service to be listed in the Service Catalogue - Discuss the tools and technologies used to create, use, manage and maintain the Service Catalogue - Introduce the relationships between Service Catalogue Management and other ITIL processes - Discuss the Service Catalogue views - Introduce services definition methodology - Introduce a project plan approach to creating a Service Catalogue - Discuss the CSFs, Risks, Metrics and challenges of the Service Catalogue - Introduce and discuss the Business Case in relationship to the Service Catalogue Program Material (handout) A printed copy of the instructor s presentation will be distributed to the participants. Additional sample documents and templates - Service Catalogue - SLA - OLA - Service definition, specifications and structure - Job description, roles and responsibilities - Project plan of service Catalogue V36 Page 158

159 Define & Implement Continual Service Improvement (CSI) - 1 Day Workshop program Course Overview This workshop will introduce you to Continual Service Improvement (CSI) process and practice; also, it will discuss how to ensure the Value is delivered and sustained overtime. The workshop will introduce you to: The CSI process, scope, objectives and activities The concepts and principals of CSI The Deming cycle and CSI model The tools and technology that should support the process and the considerations that should be taken when choosing such tools How to manage the process, verify the integrity of the information and improve the process maturity over time. Duration 1 day Delivery Methods Instructor led Classroom environment Virtual Web-based Audience IT professionals interested in understanding the content and concepts of ITIL, as well as understand the differences with previous version of ITIL : Senior technical and operational staff IT professionals and consultants IT customers Service Owners Process Owners and Managers IT Consultants, IT Project Managers Prerequisites ITIL Foundation certificate is recommended Program Objectives The course objectives are to enable course participants a solid understanding of the: Purpose, scope and objectives of CSI Key principles for the ITIL - CSI best practice V36 Page 159

160 Business Case and the Return on Investment (ROI) Use of the CSI Model Key activities of the Seven-Step Improvement Process Service Measurement and Service Reporting Key methods and techniques for CSI How to organize for CSI Critical Success Factors, KPIs, Metrics, risks and challenges Program Contents The program will provide you with the knowledge and high level understanding of: ITIL and ITSM CSI concepts and principals Continual Service Improvement 7 steps Process Service Measurement, types, reasons, benefits Return on Investment for CSI CSI Methods and Techniques Organizing for CSI Implementing Continual Service Improvement: CSFs, KPIs, Metrics, Risks and Challenges. Program Material (handout) A printed copy of the instructor s presentation will be distributed to the participants. Additional sample documents and templates including: o RAG/SLAM chart o CSI RACI model V36 Page 160

161 Define and Implement Service Desk and Incident Management - 3 Days Workshop program Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL emphasizes the following areas: Assist in transforming IT Service Management onto a strategic business asset Assist in defining and managing the complete lifecycle of IT Service Management Process Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services This workshop course provides comprehensive coverage of Service Desk function and Incident Management process as discussed within ITIL. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL Framework. The purpose of this workshop and the associated practical exercises and quizzes is, respectively, to impart, test, and validate the knowledge on industry practices. It is highly recommended that course participants purchase the appropriate OGC publication of Service Operation. Duration This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18. Delivery Methods Instructor led Classroom based Virtual Web based Audience The target group is: V36 Page 161

162 Individuals who require a deep understanding of ITSM/ITIL Service Desk and Incident Management and their relationship with other ITSM functions and processes. IT professionals that are working within an organization that has adopted and adapted ITIL who need to contribute to an ongoing service improvement program this may include but is not limited to IT managers, supervisory staff, team leaders, Service Desk and Incident Management staff. Prerequisites We strongly recommend that candidates wishing to attend this workshop already hold the ITIL 2011 Foundation Certificate in IT Service Management. Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to: Apply ITIL best practices in Incident Management/Service Desk Explain the value of Service Desk and Incident Management to the service quality Organize an effective Service Desk aimed at managing customer relations and communication Organize an efficient and effective Incident Management to resolve incidents and get business back to function as quickly as possible Define the key quality ingredients of a successful Service Desk and Incident Management Describe the relationship of Service Desk and Incident Management as well as with other ITSM processes Define, implement and support the tools and procedures necessary for measuring and reporting basic Service Desk and Incident Management information Understand the relationship and dependencies between Service Desk and Incident Management with other functional groups and processes at the Service Operation level. The program will cover the following modules: Introduction to ITSM and ITIL Relationship with ITSM Processes The course participants will have the ability to capture, understand and describe, or analyze the relationship of Service Desk and Incident Management with the following processes: Event Management Request Fulfillment Problem Management Access Management V36 Page 162

163 Also, high level discussion about the relationships with: Service Level Management Service Catalogue Management Capacity Management Availability Management Configuration Management. Organizing Service Operation This module covers the Service Operation functions and maps them to roles and responsibilities and activities. It also covers Service Operation organizational structures; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze: Functions Service Desk Technical Management IT Operations Management Application Management Roles and Responsibilities Service Operation Organizational Structures Technology Considerations This module covers technology as part of implementing Service Management process capabilities. It also covers the special technology functions and features that are related to Service Operation practices. Implementation Considerations This module covers how implementation considerations contribute to Service Operation; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze: 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 Challenges, Critical Success Factors and Risks This module covers the challenges and risks facing Service Operation and how Critical Success Factors contribute to Service Operation; where the course participants will have the ability to capture, understand V36 Page 163

164 and describe, identify, demonstrate, apply distinguish, produce, decide or analyze Challenges, Critical Success Factors and Risks Program Material The ITIL V3 Service Offering and Agreement program includes the following program material: Program slide presentation Practical exercises and questions and answers Valuable samples and templates ITIL acronyms and glossary Simulation and practical application We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as Case study example (where private course is delivered). V36 Page 164

165 Define and Implement ITIL Problem Management - 3 Days Workshop program Program Overview 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 has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3. This program will add a unique set of best practices knowledge to your skills; you will practice designing and implementing the ITIL Problem Management process, one of the key ITIL Service Operation processes. Course participants will learn to identify problems, conduct a root cause analysis, and establish criteria for escalation and management of problems. Also, you will discover best practices in the use and communication of Problem Management tools and techniques. This workshop will enable you to analyze and create a Problem Management process, gaining skills and techniques that you can apply to your own organization to establish Problem Management best practices. Duration 3 day classroom training Delivery Methods - Instructor led Classroom based - Virtual Web based Audience IT professionals interested in understanding the content and concepts of ITIL Problem Management process. Anyone responsible or involved in an ITIL Problem Management implementation Problem Managers or anyone managing or supervising groups responsible for root cause analysis IT Managers ITIL Practitioners V36 Page 165

166 Prerequisites General IT knowledge Preferably o o ITIL Foundation ITIL Intermediate level certification in Incident Management Course Objectives Develop your own ITIL-based Problem Management process Understand Critical Success Factors Learn techniques for managing problems and determining their root cause Work in a group or a team to handle complex problems Better understand the role the Service Desk and Incident Management and their influence on in Problem Management Course Content Working with ITIL Problem Management process, the course outline includes theory, discussions, practical assignments and quizzes with relationship to: The Practice of Service Management Key Principles and Concepts of Service Management Composition of a Service Working with Suppliers The 4 Ps Delivering Quality Services Organizing ITSM Activities Function and Processes Across the Lifecycle The Importance of Communication Managing Conflicting Sets of Priorities IT Functions Involved in Support of Problem Management Activities Service Measurement and Reporting Defining What to Measure Using Measurements and Metrics Service Reporting Monitoring and Control Types of Monitoring V36 Page 166

167 Key Monitoring Process Event Management ITIL Problem Management process Purpose and Objectives Scope of the Process Value to Business A Few Key Definitions Problem Management Process Activities Problem Detection Problem Logging Problem Prioritization Problem Investigation and Diagnosis Raising Known Error Records Problem Resolution Problem Closure Handling Major Problems Problems in the Development Environment Proactive Problem Management Trend Analysis Preventive Activities On-Going Process Activities and Considerations Maintaining Problem Records Monitoring and Tracking Reporting Process Review Database Maintenance Process Audits Problem Management Process Triggers, Inputs and Outputs Process Triggers Process Inputs Process Outputs V36 Page 167

168 Problem Management Process Interfaces Problem Management Roles and Responsibilities Assigning Clear Roles and Responsibilities Implementing Problem Management Key Considerations Key Steps to Plan for the Implementation of Problem Management Start-Up Phase - Planning and Strategy Conduct an Assessment Identify Supported Services Design the Process Develop Policies and Procedures Technology Selection and Integration Problem Management Challenges and Risks Problem Management tools and techniques Chronological analysis Pain-value analysis Kepner and Tregoe Brainstorming Ishikawa diagramming Pareto analysis Program Material This training program includes the following as reference documentation: Instructor presentation Simulation and practical application V36 Page 168

169 We provide the students with real life experiences; we use the client issues and problem as Case study example for the purpose of discussion to show the value of using best practice. Options to achieving ITIL Expert Certification (based on ITIL Edition 2011) Option 1 Lifecycle path where the course participant should take: Foundation, AND All Lifecycle modules, AND Managing Across the Lifecycle Option 2 Capability path where the course participant should take: Foundation, AND All Capability modules, AND Managing Across the Lifecycle Option 3 Combination of dissimilar certifications where the course participant may take: Foundation, AND A mix of dissimilar Lifecycle and Capability modules, AND Managing Across the Lifecycle Option 4 New path as of July 1, 2011 As of July 1, 2011 candidates possessing the Service Manager V2 certification will need to complete the following courses in ITIL 2011 to bridge to the ITIL 2011 Expert certification: - Foundation V3, AND - Service Strategy OR Continual Service Improvement, AND - Managing Across the Lifecycle. V36 Page 169

170 ITIL Master ITIL Expert 5 5 Managing Across the Lifecycle SS SD ST SO CSI OSA PPO RCV SOA Lifecycle modules Capability modules 2 2 ITIL v3 Foundation for Service Management OGC's Official Accreditor - The APM Group Limited 2008 V36 Page 170

171 ITSM/ITIL Simulation game (by G2G3). This is not just a game a real ITSM environment simulation conducted by our G2G3 Certified instructors/consultants. Call or info@ahead-technology.com for details V36 Page 171

172 V36 Page 172

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