CISSP Summer Class

Course Overview

The CISSP course covers eight domains commonly referred to as the CISSP Common Body of Knowledge (CBK). The CISSP CBK is often described as being “an inch deep and a mile wide” because the exam content does not require that you be an expert in every domain. Instead the student must be familiar with many different security subjects and be able to apply their knowledge to real-life situations. The CISSP exam is not a memorization test it is an application of knowledge test.

Course Objectives

The objective of this course is to equip participants with the resources and knowledge required to pass the Certified Information Systems Security Professional (CISSP) certification exam. The course will help the student assess and define their current knowledge base in the information security field. The actual CISSP exam is optionally included with this course and should be scheduled through PearsonVue. This course includes practice exams and simulations that other CISSP credential owners report was key to their passing the CISSP exam. The course is pass/fail and is based on three deliverables:  Goal statement, practice test score spreadsheet, and a final assessment of student readiness for CISSP exam.

Target Audience

The course is intended for professionals who have at least five years of recent full-time security professional work experience in two or more of the eight domains of the (ISC)² Certified Information System Security Professional® (CISSP) Common Body of Knowledge® (CBK).

Course Prerequisites

  • There are no minimum requirements to attend the class, but a basic IT literacy and 2+ years IT experience in the security domain are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study  in preparation for the examination
  • Approximately 10-15 hours per week to read and practice CISSP topics at home.

Exam Eligibility

In order to register for the CISSP certification exam, you must demonstrate that you possess a minimum of five years of professional experience in the information security field. Your work history must show that your skill set embraces at least two of the 10 domains in the (ISC)2 CISSP Common Body of Knowledge (CBK). You can obtain a one-year waiver in the professional experience requirement if you fall into one of the following categories: Note that you cannot combine two of these approaches; thus, if I hold a bachelor’s degree as well as the CompTIA Security+ certification, I am allowed only one year off the five-year professional experience requirement.

Security+ Summer Class

Course Overview

CompTIA Security+ is a global certification that validates the baseline skills you need to perform core security functions and pursue an IT security career.

Security+ emphasizes hands-on practical skills, ensuring the security professional is better prepared to problem solve a wider variety of issues. Security+ focuses on the latest trends and techniques in risk management, risk mitigation, threat management and intrusion detection.

Course Objectives

You Will Learn How To:

  • Prepare for the CompTIA Security+ exam
    • Network Security
    • Compliance and Operational Security
    • Threats and Vulnerabilities
    • Application, Data and Host Security
    • Access Control and Identity Management
    • Cryptography
  • Confidently explain and define an array of security terminologies
  • Navigate the complexity of secure communication protection
  • Explore the concepts of network protection with firewalls and IDS
  • Investigate privacy and integrity issues

Target Audience

The course is intended for systems administrators, security administrators, security specialists, system engineers, network administrators, and security consultants.

Course Prerequisites

This course is targeted toward an Information Technology (IT) professional who has networking and administrative skills and wants to further a career in IT by acquiring a foundational knowledge of security topics; prepare for the CompTIA Security+ certification examination; or use Security+ as the foundation for advanced security certifications or career roles. Although not a prerequisite, candidates are recommended to have two years experience in a networking role with preexisting knowledge of TCP/IP, experience in a security related role, Network+ or equivalent certification, and adequate training and self-study materials. All candidates are encouraged to review the Security+ objectives thoroughly prior to attempting the exam. This examination includes blueprint weighting, test objectives and example content. Example concepts are included to clarify the test objectives and should not be construed as a comprehensive listing of the content of the examination.

Exam Eligibility

ITIL® Service Strategy Book

Book Details

ISBN: 9780113313044 Page count: 483 pages
Author: Great Britain Cabinet Office
Publisher: TSO
Format: paperback
Publication Date: 2011

Description

ITIL Service Strategy lies at the heart of the ITIL service management framework, a part of the Global Best Practice suite. IT executives, business leaders, and anyone involved in IT services, can use this publication as a guide to the best practices needed for a service strategy that delivers results and achieves business goals. The service strategy stage of the ITIL service lifecycle is crucial for defining an IT service strategy that operates effectively within its business context. Valuable on its own, ITIL Service Strategy will give even greater benefits when used as part of the fully integrated approach described by the other core publications within the ITIL lifecycle suite. This publication represents the combined experience and knowledge of practitioners from across the world, offering a framework for quality IT services, together with the processes, functions and capabilities needed to support them.

ITIL® Service Design Book

Book Details

ISBN: 9780113313051
Page count; 442
Author: Great Britain. Cabinet Office
Publisher: TSO
Format: paperback
Publication Date: 2011

Description

The ITIL service design stage of the ITIL service management framework offers global best-practice guidance to IT practitioners and business leaders wanting to move their IT strategy forward. This step-by-step approach to planning focuses on quality and efficiency, leading to robust IT services that will stand the test of time.

Understanding IT practices, processes and their governing policies will lead to excellence in IT service design. This publication describes an approach to ensure the most relevant IT services are introduced into fully supported environments, meeting an organization's current and future business needs. Valuable on its own, ITIL Service Design will give even greater benefits when used as part of the fully integrated approach described by the other core publications in the ITIL lifecycle suite.

This publication represents the combined experience and knowledge of practitioners from across the world. It contains the knowledge and skills needed to design IT solutions that consistently meet customers' requirements and deliver targeted benefits to businesses.

ITIL® Service Transition Book

Book Details

ISBN: 9780113313068
Page count; 360
Author: Great Britain. Cabinet Office
Publisher: TSO
Format: paperback
Publication Date: 2011

Description

The ITIL Service Transition stage of the ITIL service management framework offers global best-practice guidance for IT professionals wishing to introduce new and changed services, ensuring that the value identified in the service strategy is maintained and controlling risks to smooth operations. ITIL Service Transition describes best practices for managing service change, and helping departments and businesses to transition efficiently, from one state to another. The effect of change on operations, customers, users and the business are all considered in this critical stage of the ITIL lifecycle suite. This publication represents the combined experience and knowledge of practitioners from across the world. It contains the knowledge and skills needed for any IT, procurement, or quality assurance professional looking to develop expertise in the delivery of change.

ITIL® Service Operation Book

Book Details

ISBN: 9780113313075
Page count; 370
Author: Great Britain. Cabinet Office
Publisher: TSO
Format: paperback
Publication Date: 2011

Description

The ITIL Service Operation stage of the ITIL framework highlights best-practice for delivering IT to meet agreed service levels for both business users and customers. ITIL Service Operation also includes the day-to-day management of technology needed to deliver and support services. The efficient delivery of agreed services is essential to maintain business satisfaction and confidence in IT. It reduces the risk of service outages, and ensures that authorized levels of access are consistently available. The guidance included in this publication describes the processes, technology, and activities required to deliver services, and also the people who control how practices are applied. It is relevant for any professional involved in the management of services, but particularly IT managers and practitioners, IT operations and support, service desk management and staff, technical management staff and application management personnel.

ITIL® Continual Service Improvement Book

Book Details

ISBN: 9780113313082
Page count; 246
Author: Great Britain. Cabinet Office
Publisher: TSO
Format: paperback
Publication Date: 2011

Description

Continual service improvement should be an integral part of every stage of the ITIL service management framework. ITIL Continual Service Improvement provides best-practice guidance for introducing a cycle of service management improvements, and a structured approach for assessing and measuring services. It is essential for IT services to keep pace with changing business needs. This publication describes best practices to identify opportunities for improvement in each stage of the ITIL lifecycle, with a focus on effectiveness across services, processes and costs. ITIL Continual Service Improvement is relevant to any IT and business professional involved in the management of services, including managers and practitioners, IT architects, process and service owners and business relationship managers.

ITIL® Service Lifecycle Publication Suite

Book Details

Author: Great Britain. Cabinet Office
Publisher: TSO
Format: paperback
Publication Date: 2011

Description

ITIL is the most widely recognized framework for IT service management in the world, used by thousands of organizations - small and large - from both public and private sectors. This suite of five core ITIL publications provides best-practice guidance across the entire IT service management lifecycle, and includes ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation and ITIL Continual Service Improvement. These publications offer a practical step-by-step approach to the management of IT services. Buy them as a full publication set for a significant cost saving against purchasing the titles individually.

ITIL v3 Foundation - Nov 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Details

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Service Operation - June 11-13, 2019

Course Description

This is a live, instructor-led course that covers the lifecycle aspects of Service Operation, including Service Operation principals, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally, the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle. The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams. The aim of the course is to improve the way any organization delivers the ITIL service lifecycle. It will increase the knowledge and understanding of terminology, processes, activities and roles. It provides a detailed exploration of organizational and human aspects of ITIL, such as team functions and departmental operations, and provides the opportunity to sit the ITIL Lifecycle Examination in Service Operation.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction to Service Operation
  • Service Operation Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing for Service Operation
  • Technology Considerations
  • Implementation of Service Operation
  • Challenges, Critical Success Factors and Risks
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Operation
  • 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
Service Operation Principles
  • Achieving balance in Service Operations
  • Providing good Service
  • Involvement in other Lifecycle stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation inputs and outputs
Service Operation Processes
  • Event Management
    • Purpose and objective
    • 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
  • Incident Management
    • Purpose and objective
    • 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
  • Request Fulfillment
    • Purpose and objective
    • 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
  • Problem Management
    • Purpose and objective
    • 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
  • Access Management
    • Purpose and objective
    • 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
Common Service Operation Activities
  • Monitoring and Control
  • IT Operations
  • Mainframe Management
  • 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
  • Operational activities of processes covered in other lifecycle stages
  • Improvement of Operational Activities
Organizing for Service Operation
  • Functions
    • Service Desk
    • Technical Management
    • IT Operations Management
    • Application Management
  • Roles
  • Service Operation Organizational Structures
Technology Considerations
  • Technology, tools and telephony requirements for the Service Operation processes and activities
    • Generic Requirements
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
    • Service Desk
Implementation of Service Operation
  • Managing Change in Service Operation
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operation
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies
Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle. The course syllabus covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Foundation Bridge Certificate, and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and around 2 years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination
  • Approximately 2 hours of home study each evening

Exam Eligibility

To be eligible for the ITIL Expert Qualification: Service Operation examination, the candidate must have fulfilled 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management, or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL Foundation Exam Only

Service Design - May 2019

Course Description

This is a live, instructor-led course that covers the management and control of the activities and techniques within the Service Design stage of the lifecycle. Additionally, the course looks at the concept of Service Design as a practice and identifies the interfaces between Service Design and the other stages of the ITIL Service Lifecycle. The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams.This course will help organizations to improve the quality of their IT service management. It will increase the understanding of ITIL® principles and terminology, and the concepts, processes, functions and activities of Service Design. It also provides a detailed overview of the key elements of Service Design and provides the opportunity to sit the ITIL Lifecycle Examination in Service Design.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • 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
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Design This unit introduces the candidate to the concepts and terminology in the field of Service Design.
  • Purpose, goals and objectives of Service Design
  • Scope of Service Design
  • Business value
  • The context of Service Design in the ITIL service lifecycle
  • 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
  • Holistic Service Design, service composition and the four Ps
  • The five aspects of service
  • The importance of and approach to balanced design
  • Service requirements, business requirements and drivers
  • Design activities and 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
  • Design coordination
    • 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
  • Service Level Management
    • 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
  • Availability Management
    • 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
  • Capacity Management
    • 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
  • IT Service Continuity Management
    • 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
  • Information Security Management
    • 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
  • Service Catalog Management
  • Supplier Management
Service Design Technology-Related Activities
  • The Service Design activities and techniques within Requirements Engineering
  • The Service Designactivities and techniques within Data and Information Management
  • The Service Designactivities 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
TechnologyConsiderations
  • 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
    • Risks
  • The six-stage implementation approach
  • Measurements of Service Design, a prerequisite for success
Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 FoundationCertificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination
  • Approximately 1 hour of home study each evening

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can beone of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate must have fulfilled 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Operational Support and Analysis - August 2019

Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction
  • Event Management
  • Incident Management
  • Request Fulfillent
  • Problem Management
  • Access Management
  • The Service Desk
  • Common OSA Functions
  • Technology and Implementation Considerations
In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

The target group of the ITIL Expert Qualification: Operational Support and Analysis is:
  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation plus the v3 Foundation Bridge Certificate and who wish to advance to higher-level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an on-going service improvement program
  • Operational staff involved in the Event Management Process, the Incident Management Process, the Request Fulfilment Process, the Problem Management Process, the Access Management Process, the Service Desk, Technical Management, IT Operations Management and Application Management
This may include, but is not limited to, IT professionals, business managers and business process owners.

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. It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have experience working in the service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:
    • Event Management Process
    • Incident Management Process
    • Request Fulfilment Process
    • Problem Management Process
    • Access Management Process
    • Service Desk
    • Technical Management
    • IT Operations Management
  • Application Management
It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, in particular, the ITIL Service Operation publication.

Course Length

  • Five days- includes lecture, classroom group exercises, exam preparation, and exam

Exam

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Class Size

Maximum of 18 students  

Objectives

Introduction
  • The value to the business of OSA activities
  • The scope of OSA processes and functions:
    • Event
    • Incident
    • Problem and Access Management
    • Request Fulfillment
    • The Service Desk
  • How OSA supports 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
  • 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, 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 all basic concepts of Incident Management
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Managementwithin the Incident Management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Incident Management process
  • The challenges and risks associated with the Incident Management process
Request Fulfilment
  • The purpose and objectives of the Request Fulfilment process
  • The scope of the Request Fulfilment process
  • The value to business and to the service lifecycle
  • The policies and principles of Request Fulfilment and the request model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Managementwithin the Request Fulfilment process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Request Fulfilment process
  • The challenges and risks associated with the Request Fulfilment process
Problem Management
  • The purpose and objectives of the Problem Management process
  • The scope of the Problem Management process
  • The value to business and to the service lifecycle
  • The policies and principles of Problem Management and the problem model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Managementwithin 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 to the 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, outputs and interfaces
  • InformationManagement 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
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
Functions
  • The roles of each function
  • Their objectives
  • Each function’s activities
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 Critical Success Factors related to implementing practices and processes
  • How to plan and implement Service Management technologies
Summary; Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the ITIL Expert Qualification: Operational Support & Analysis examination, the candidate must have fulfilled the following requirements:
  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.

Release, Control and Validation - May 2019

Course Description

This is a live, instructor-led course that teaches students how to introduce Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management as integral parts of its overall business-focused Services Framework. Students taking this course will improve role-based capabilities and competencies by increasing understanding about terminology, processes, roles and functions, and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organization can develop and implement complete and integrated best practice processes. This course provides the opportunity to sit the ITIL Capability Examination in Release, Control & Validation. This class is recommended for, but not limited to: Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities. Prerequisite: ITIL v3 Foundation Certification

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction
  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfillment
  • Change Evaluation
  • Knowledge Management
  • RCV Roles and Responsibilities
  • Technology and Implementation Considerations
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

 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
  • Defining Service Transition lifecycle stages
  • 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 (CM)
  • The purpose and objectives of the CM process and describe its practical application within a business environment
  • The scope of the CM process
  • The business value of CM and demonstrate some practical examples in real-life situations
  • CM policies, and its design and planning considerations
  • Types of change requests 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 methods and techniques associated with each major CM activity
  • The options and considerations for remediation planning
  • Typical activities involved in managing changes, and describe workflow of processing different types of change requests
  • The CM process triggers, inputs, outputs and interfaces with other processes
  • The role of the configuration management system (CMS) in CM
  • How CM can be effectively measured and examples of critical success factors and key performance indicators
  • The challenges and risks of CM
  • Typical CM 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 (SACM)
  • 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 the SACM process
  • The activities of assessment management, the role of software asset management and associated tools
  • The key process activities of SACM 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 (SVT)
  • 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
Release and Deployment Management (RDM)
  • 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
  • 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 (RF)
  • The purpose, objectives and scope of the RF process
  • The business value of the RF process
  • RFpolicies, principles and basic concepts
  • RFactivities and demonstrate some practical examples of service requests that can be offered as standard services by category
  • RF process triggers, inputs, outputs and interfaces (particularly with RDM, SACM and CM)
  • Information required by the RF process
  • How RF can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to RF
Change Evaluation (CE)
  • The purpose, objectives and scope of the CE process
  • The business value of the CE process
  • CE policies, principles and use of the Plan-Do-Check-Act model
  • CE process terminology and typical CE 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
  • CE process triggers, inputs, outputs and interfaces
  • The role of the SKMS and CMS relative to the CE process
  • How CE can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to CE
Knowledge Management (KM)
  • 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
  • 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:
    • Managing change in operations
    • Service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff in service design and transition
    • The challenges, critical success factors and risks related to implementing service transition practices and processes
    • How to plan and implement service management
  • The technology considerations for implementing the following processes and activities:
    • Knowledge management tools
    • Collaboration
    • Configuration management system
Summary, Exam Preparation and Directed Studies

Target Audience

The target groups of the ITIL Expert Qualification: Release, Control and Validation are:
  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the V2 Foundation plus the V3 Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of the ITIL Certificate in Release, Control and Validation processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Change Evaluation and Knowledge Management, who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course Prerequisites

To be eligible for the ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
  • Approximately 1 hour of home study each evening
  • It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, and in particular, the Service Transition and Service Operation books.

Exam Eligibility

To be eligible for the examination leading to an accredited ITIL Certificate in Release, Control and Validation, the candidate must fulfill the following requirements:
  • At least 30 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
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance, in particular the Service Strategy, Service Design, Service Transition and Service Operation publications.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Planning, Protection and Optimization - Oct 2019

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management (ITSCM)
  • Information Security Management
  • Demand Management
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction
  • Purpose, objectives and value of service design
  • The lifecycle in context
  • Service design basics
  • The role of design coordination within PPO
Capacity Management (CM)
  • The purpose and objectives of CM
  • The scope of CM
  • The importance of CM as a process to generate business value
  • CMpolicies, principles and basic concepts
  • The main activities, methods and techniques that enable CM and how they relate to PPO
  • The triggers, inputs, outputs and interfaces of CM and its interfaces with other processes
  • The CM information system and its role in information management
  • How critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful CM
  • Challenges and risks of CM
Availability Management (AM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance of AM as a process to generate business value
  • AM policies, principles andbasic concepts
  • The main activities, methods and techniques that enable AM and how they relate to PPO
  • The triggers, inputs, outputs and interfaces of AM and its interfaces with other processes
  • How AM relates to information management
  • How critical success factorsand key performance indicators can be used to demonstrate theefficiency and effectiveness of successfulAM
  • The challenges and risks associatedAM
IT Service Continuity Management (ITSCM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance if 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 PPO, particularly stages 1-4 of the ITSCM lifecycle:
    • Initiation
    • Requirements and strategy
    • Implementation
    • On-going operation
  • Invocation of ITSCM
  • The triggers, inputs, outputs and interfaces of ITSCM and its interface with other processes
  • How critical success factors and key performance indicators can be used and applied to demonstrateefficiency and effectiveness of the ITSCM process
  • Challenges and risks of ITSCM
Information Security Management (ISM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance of ISM as a process to generate business value
  • ISM policies, principles and basic concepts
  • The main activities, methods and techniques that enable this process and how they relate to PPO
  • The triggers, inputs. outputs and interfaces of ISM
  • How critical success factors and key performance indicators can be used and applies to demonstrateefficiency and effectiveness of successful ISM
  • Challenges and risks of ISM
Demand Management (DM)
  • Purpose and objectives of DM
  • Scope of DM
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques of DM
  • Triggers, inputs, outputs and interfaces
  • Information management and DM
  • Critical success factors and key performance indicators
  • Challenges and risks of DM
PPO 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 (TIC)
  • 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 considerations for implementing technologies in supporting the processes within PPOpractice, in particular, designing technology architectures
Summary, Exam Preparation and Directed Studies

Class Details

Dates:
  • Five days- includes lecture, exam preparation, and exam
Times: 9 am- 5 pm Class Size:Up to 25 students Price: $2995.00 Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Target Audience

The target group of the ITIL Expert Qualification: Planning, Protection, & Optimization is:
  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation plus the v3 Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of the ITIL Certificate in Planning, Protection and Optimization processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in Capacity Management, Availability Management, ITSCM, Information Security Management, and Demand Management who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITILFoundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus BridgeCertificate) which shall be presented as documentary evidence to gain admission.
  • Can demonstrate familiarity with IT terminology and understand the context of Planning, Protection& Optimization management in their business environment
    • Have exposure to working in a service management capacity within a service provider environment, and have responsibility for at least one of the following management processes:
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management (ITSCM)
    • Information Security Management
    • Demand Management
    It is strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication, in advance of attending training for the certification.
It is also strongly recommended that candidates:

Exam Eligibility

To be eligible for the examination leading to an accredited ITIL Certificate in Planning, Protection and Optimization, the candidate must fulfill the following requirements:
  • At least 30 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
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the BridgeCertificate
  • It is also recommended that students should complete a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and, in particular, the Service Design publication and, specifically, Chapter 2: Service Management as a Practice.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Service Strategy - June 25-27, 2019

Introduction

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction to Service Strategy
  • Service Strategy Principles
  • Service Strategy Processes Governance
  • Organizing for Service Strategy
  • Technology Considerations
  • Implementing Service Strategy
  • Service Strategy Challenges, Critical Success Factors and Risks
In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

  • The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the on-going management, coordination and integration of strategizing activities within the Service Lifecycle.
  • The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes.
  • The target group may also be of interest 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Prerequisites

  • To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the
  • syllabus and the Service Strategy book in preparation for the examination
  • Approximately 1 hour of home study each evening

Course Details

Three days- includes lecture, exam preparation, and exam
EXAM
90-minute timed test
CLOSED BOOK
Passing score: 28/40 or 70%
CLASS SIZE
Maximum of 18 students

Objectives

Introduction to Service Strategy
PURPOSE AND OBJECTIVES OF SERVICE STRATEGY SCOPE OF SERVICE STRATEGY VALUE TO BUSINESS
  • The context of Service Strategy in relation to:
  • Service Design Service Transition Service Operation
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Continual Service Improvement
  • Service Strategy Principles
  • Basic approach to deciding a strategy
  • Strategy and opposing dynamics
  • Outperforming competitors
  • The four Ps of Service Strategy
  • Services
  • Value
  • Utility and warranty
  • Assets – customer, service and strategic
  • Service providers – types and choosing between them Defining services
  • Strategies for customer satisfaction
  • Service economics
  • Sourcing strategy
  • Strategy inputs and outputs with the service lifecycle
SERVICE STRATEGY PROCESSES STRATEGY MANAGEMENT
  • 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
SERVICE PORTFOLIO MANAGEMENT PURPOSE AND OBJECTIVES
  • Scope
  • Value to business
  • Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Critical success factors and key performance indicators
  • Challenges and risks Financial Management
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
DEMAND MANAGEMENT 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
BUSINESS RELATIONSHIP MANAGEMENT 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
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • What is IT governance
  • Governance bodies
  • How Service Strategy relates to governance
  • Organizing for Service Strategy Organizational development Organizational departmentalization Organizational design
  • 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 service lifecycle stages
  • Service Strategy Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Eligibility for Exam

  • To be eligible for the ITIL Intermediate: Service Strategy examination, 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination

Service Offerings and Agreements August 2019

Course Description

This is a live, instructor-led course that teaches students how to introduce Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management, and Business Relationship Management as integral parts of its overall business-focused Services Framework. This course will help organizations to improve the quality of their IT service management. Students taking this course will improve role-based capabilities and competencies by increasing their understanding of the terminology, processes, roles & functions and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organization can develop and implement complete and fully-integrated, best practice processes and provide the opportunity to sit the ITIL Capability Examination in Service Offerings & Agreements.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT services
  • Business Relationship Managers
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction
  • The context in the service lifecycle of the SOA processes from the service strategy:
    • Service portfolio management
    • Demand management
    • Financial management for IT services
    • 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, 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 catalog management
    • Service level management
    • Supplier management
  • Understand purpose, 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 process
  • Understand how the SOA processes are the point for understanding and identifying customer requirements
  • Return on investment (ROI), the business case, and the relevance to the SOA processes
  Service Portfolio Management (SPM)
  • Introduction to the service portfolio and its relationship to the service pipeline and service catalog
  • The purpose and objectives of service portfolio
  • 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
  • Challenges and risks
  • Designing the service portfolio
  Service Catalog Management (SCM)
  • The importance of the service catalog to the service lifecycle and its interface to the service portfolio
  • The purpose and objectives of the service catalog
  • The scope of service catalog management
  • The value to business of service catalog 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
  • Challenges and risks associated with the process
  • Production of a service catalog
  Service Level Management (SLM)
  • 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
  • Challenges and risks associated with the process
  • The content of SLAs and OLAs
  Demand Management (DM)
  • The importance of DM to managing services throughout the service lifecycle
  • The purpose and objectives of DM
  • The scope of DM
  • The value to the business of DM
  • 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
  Supplier Management (SM)
  • The purpose and objectives of SM
  • The scope of SM
  • The value to the business of SM
  • 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 (FM)
  • The importance of the process to the service lifecycle
  • The purpose and objectives of FM for IT services
  • The scope of FM for IT services
  • The value to the business of FM 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 Manager (BRM)
  • 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
  SOA Roles and Responsibilities
  • Key roles and responsibilities of SPM
  • Key roles and responsibilities of SCM
  • Key roles and responsibilities of SLM
  • Key roles and responsibilities of DM
  • Key roles and responsibilities of SM
  • Key roles and responsibilities of FM for IT services
  • Key roles and responsibilities of BRM
  Technology and Implementation Considerations (TIC)
  • 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

Target Audience

  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the V2 Foundation plus Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an on-going service improvement program
  • Operational staff involved in Service Portfolio Management; Service Catalog Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course 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.

It is also strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have experience working in the service management capacity within a service provider environment.

It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, in particular, the ITIL Service Strategy publication.

Exam Eligibility

To be eligible for the ITIL Expert Qualification: Service Offerings & Agreements examination, the candidate must have fulfilled the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL v3 Foundation - Aug 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - June 11-13 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - June 18-20 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - June 25-27 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - July 16-18 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Service Design - August 2019

Course Description

This is a live, instructor-led course that covers the management and control of the activities and techniques within the Service Design stage of the lifecycle. Additionally, the course looks at the concept of Service Design as a practice and identifies the interfaces between Service Design and the other stages of the ITIL Service Lifecycle. The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams.This course will help organizations to improve the quality of their IT service management. It will increase the understanding of ITIL® principles and terminology, and the concepts, processes, functions and activities of Service Design. It also provides a detailed overview of the key elements of Service Design and provides the opportunity to sit the ITIL Lifecycle Examination in Service Design.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • 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
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Design This unit introduces the candidate to the concepts and terminology in the field of Service Design.
  • Purpose, goals and objectives of Service Design
  • Scope of Service Design
  • Business value
  • The context of Service Design in the ITIL service lifecycle
  • 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
  • Holistic Service Design, service composition and the four Ps
  • The five aspects of service
  • The importance of and approach to balanced design
  • Service requirements, business requirements and drivers
  • Design activities and 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
  • Design coordination
    • 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
  • Service Level Management
    • 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
  • Availability Management
    • 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
  • Capacity Management
    • 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
  • IT Service Continuity Management
    • 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
  • Information Security Management
    • 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
  • Service Catalog Management
  • Supplier Management
Service Design Technology-Related Activities
  • The Service Design activities and techniques within Requirements Engineering
  • The Service Designactivities and techniques within Data and Information Management
  • The Service Designactivities 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
TechnologyConsiderations
  • 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
    • Risks
  • The six-stage implementation approach
  • Measurements of Service Design, a prerequisite for success
Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 FoundationCertificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination
  • Approximately 1 hour of home study each evening

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can beone of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate must have fulfilled 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL v3 Foundation - Sept 10-12 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Continual Service Improvement - Sept 2019

Introduction

Introduction to Continual Service Improvement (CSI)

  • The purpose and objectives of CSI
  • The scope of CSI
  • The value to business of adopting and implementing CSI
  • The approach to CSI
  • 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

Principles

Continual Service Improvement Principles

  • How the success of CSI depends upon an understanding of change within an organization
  • How the success of CSI depends upon a clear and unambiguous ownership and accountability
  • How the CSI register supports the application of CSI
  • How CSI drives the adoption of, and is influenced by, service level management
  • How Knowledge Management is a main element of any improvement initiative
  • 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 management
  • 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

Process

Continual Service Improvement Process

The 7-step improvement process. Specifically, the candidate will be able to articulate what is being done at every step and where the information is found.

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • How other processes play key roles in the seven-step improvement process

Methods & Techniques

Continual Service Improvement Methods and Techniques

  • When to use assessments and what to assess
  • How a gap analysis can provide insight into the areas that have room for improvement
  • Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
  • Service Measurement. Specifically, designing and analysing 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
  • 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

Organizing 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 Considerations

Technology Considerations

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

Implementation

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

Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies

Eligibility

Eligibility for the exam

To be eligible for the ITIL Intermediate Qualification: Continual Service Improvement examination, 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Continual Service Improvement publication in preparation for the examination

Release, Control and Validation - Sept 2019

Course Description

This is a live, instructor-led course that teaches students how to introduce Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management as integral parts of its overall business-focused Services Framework. Students taking this course will improve role-based capabilities and competencies by increasing understanding about terminology, processes, roles and functions, and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organization can develop and implement complete and integrated best practice processes. This course provides the opportunity to sit the ITIL Capability Examination in Release, Control & Validation. This class is recommended for, but not limited to: Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities. Prerequisite: ITIL v3 Foundation Certification

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction
  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfillment
  • Change Evaluation
  • Knowledge Management
  • RCV Roles and Responsibilities
  • Technology and Implementation Considerations
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

 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
  • Defining Service Transition lifecycle stages
  • 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 (CM)
  • The purpose and objectives of the CM process and describe its practical application within a business environment
  • The scope of the CM process
  • The business value of CM and demonstrate some practical examples in real-life situations
  • CM policies, and its design and planning considerations
  • Types of change requests 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 methods and techniques associated with each major CM activity
  • The options and considerations for remediation planning
  • Typical activities involved in managing changes, and describe workflow of processing different types of change requests
  • The CM process triggers, inputs, outputs and interfaces with other processes
  • The role of the configuration management system (CMS) in CM
  • How CM can be effectively measured and examples of critical success factors and key performance indicators
  • The challenges and risks of CM
  • Typical CM 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 (SACM)
  • 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 the SACM process
  • The activities of assessment management, the role of software asset management and associated tools
  • The key process activities of SACM 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 (SVT)
  • 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
Release and Deployment Management (RDM)
  • 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
  • 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 (RF)
  • The purpose, objectives and scope of the RF process
  • The business value of the RF process
  • RFpolicies, principles and basic concepts
  • RFactivities and demonstrate some practical examples of service requests that can be offered as standard services by category
  • RF process triggers, inputs, outputs and interfaces (particularly with RDM, SACM and CM)
  • Information required by the RF process
  • How RF can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to RF
Change Evaluation (CE)
  • The purpose, objectives and scope of the CE process
  • The business value of the CE process
  • CE policies, principles and use of the Plan-Do-Check-Act model
  • CE process terminology and typical CE 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
  • CE process triggers, inputs, outputs and interfaces
  • The role of the SKMS and CMS relative to the CE process
  • How CE can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to CE
Knowledge Management (KM)
  • 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
  • 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:
    • Managing change in operations
    • Service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff in service design and transition
    • The challenges, critical success factors and risks related to implementing service transition practices and processes
    • How to plan and implement service management
  • The technology considerations for implementing the following processes and activities:
    • Knowledge management tools
    • Collaboration
    • Configuration management system
Summary, Exam Preparation and Directed Studies

Target Audience

The target groups of the ITIL Expert Qualification: Release, Control and Validation are:
  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the V2 Foundation plus the V3 Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of the ITIL Certificate in Release, Control and Validation processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Change Evaluation and Knowledge Management, who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course Prerequisites

To be eligible for the ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
  • Approximately 1 hour of home study each evening
  • It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, and in particular, the Service Transition and Service Operation books.

Exam Eligibility

To be eligible for the examination leading to an accredited ITIL Certificate in Release, Control and Validation, the candidate must fulfill the following requirements:
  • At least 30 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
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance, in particular the Service Strategy, Service Design, Service Transition and Service Operation publications.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL 4 Foundation COMING SOON!!

ITIL v3 Foundation - Oct 8-10 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Service Operation - Oct 2019

Course Description

This is a live, instructor-led course that covers the lifecycle aspects of Service Operation, including Service Operation principals, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally, the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle. The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams. The aim of the course is to improve the way any organization delivers the ITIL service lifecycle. It will increase the knowledge and understanding of terminology, processes, activities and roles. It provides a detailed exploration of organizational and human aspects of ITIL, such as team functions and departmental operations, and provides the opportunity to sit the ITIL Lifecycle Examination in Service Operation.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction to Service Operation
  • Service Operation Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing for Service Operation
  • Technology Considerations
  • Implementation of Service Operation
  • Challenges, Critical Success Factors and Risks
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Operation
  • 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
Service Operation Principles
  • Achieving balance in Service Operations
  • Providing good Service
  • Involvement in other Lifecycle stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation inputs and outputs
Service Operation Processes
  • Event Management
    • Purpose and objective
    • 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
  • Incident Management
    • Purpose and objective
    • 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
  • Request Fulfillment
    • Purpose and objective
    • 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
  • Problem Management
    • Purpose and objective
    • 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
  • Access Management
    • Purpose and objective
    • 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
Common Service Operation Activities
  • Monitoring and Control
  • IT Operations
  • Mainframe Management
  • 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
  • Operational activities of processes covered in other lifecycle stages
  • Improvement of Operational Activities
Organizing for Service Operation
  • Functions
    • Service Desk
    • Technical Management
    • IT Operations Management
    • Application Management
  • Roles
  • Service Operation Organizational Structures
Technology Considerations
  • Technology, tools and telephony requirements for the Service Operation processes and activities
    • Generic Requirements
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
    • Service Desk
Implementation of Service Operation
  • Managing Change in Service Operation
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operation
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies
Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle. The course syllabus covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Foundation Bridge Certificate, and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and around 2 years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination
  • Approximately 2 hours of home study each evening

Exam Eligibility

To be eligible for the ITIL Expert Qualification: Service Operation examination, the candidate must have fulfilled 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management, or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL 4 Foundation COMING SOON!! Oct

Service Transition - Nov 2019

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • 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
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Transition
  • The purpose and objective of Service Transition
  • The scope of Service Transition and the processes within Service Transition
  • Value to business
  • The purpose, goals and objectives of Service Transition
  • The context of Service Transition in the service lifecycle
Service Transition Principles
  • The key policies and best practice principles that aid effective Service Transition
  • Optimizing Service Transition performance and typical metrics that can be used
  • Service Transition inputs and outputs by lifecycle stage
Service Transition Processes
  • Change Management
    • 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
  • Service Asset and Configuration Management
    • 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
  • Release and Deployment Management
    • 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
  • Service Validation and Testing
    • 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
  • Change Evaluation
    • 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
  • Transition Planning and Support
  • Knowledge Management
Managing People ThroughService Transitions
  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Stakeholder Management
Organizing for Service Transition
  • Organizational development
  • Role of technical and application management
  • Organizational context for transitioning a service
  • Service Transition roles and responsibilities
  • The relationship of Service Transition with other lifecycle phases
Technology Considerations 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
  • Configuration management system
Implementing and Improving Service Transition
  • Key activities in the introductionof 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
  • 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

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Transition Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and ITSM trainers. The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core 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 Transition environment and requiring a detailed understanding of the processes, functions and activities involved
  • Individuals seeking the ITIL Expert in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
  • Approximately 1 hour of home study each evening

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification Service Transition examination, candidates shall fulfil 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL v3 Foundation - Feb 2018

Class Details

Dates: Feb. 13-15 Times: 9 am- 5 pm Price: $2045 Location: Hawtrey HQ - 36 West Main Street, Mechanicsburg, PA  

Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Prerequisites

There are no prerequisites for this course

Course Length

3 Days including exam

Exam

Includes the exam leading to the Foundation Certificate in IT Service Management (40 questions, multiple-choice – 26/40 to pass)

Class Size

Up to 25 students

Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

ITIL v3 Foundation - Nov 2018

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Details

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to pass

ITIL v3 Foundation - Feb 2019

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers.

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Details

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to pass

ITIL v3 Foundation - May 2019 old copy

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Managing Across the Lifecycle - Dec 2018 COMPLETED

Course Description

This is a live, instructor-led course that brings together the full essence of a lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme. The course completes the ITIL Capability and Lifecycle qualification program and provides the opportunity to sit the ITIL Managing Across the Lifecycle Examination, which leads to the ITIL Expert qualification. This class is recommended for, but not limited to: CIOs, Senior IT managers, IT managers, IT Professionals, and IT Operation practitioners.

Please Note:

Candidates wishing to be trained and examined for this qualification must have already obtained the 2 credits from ITIL v3 Foundation Certificate in IT Service Management or 2 credits from the ITIL V2 Foundation plus the Bridge Certificate course

In Addition To: 17 ITIL credits prior to this course

Course Overview

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Introduction to IT Service Management Business and Managerial issues
  • Management of Strategic Change
  • Risk Management
  • Managing the Planning and Implementation of IT Service Management
  • Understanding Organizational Challenges
  • Service Assessment
  • Understanding Complementary Industry Guidance and Tool Strategies
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to IT Service Management Business and Managerial issues
  • Lifecycle positioning and transition
  • Relationship between Business and IT
Management of Strategic Change
  • Value creation challenge
  • Critical Success components to managing lifecycle risks
  • Business benefits
  • Planning and Defining scope
  • Resource and Capability planning
  • Controlling Quality
  • Strategic Influencing
  • Customer Liaison
Risk Management
  • The challenges, Critical Success Factors and risks to Service Management
  • Identification of Risk
  • Evaluation of Risk- CFIA, FTA, BIA, SFA, Risk Analysis and Management
  • Corrective Action
  • Controlling Risk
  • Transfer of risks
  • Service provider risks
  • Contract risks
  • Design risks
  • Operational risks
  • Market risks
Managing the Planning and Implementation of IT Service Management
  • Activities during Plan, Do, Check, Act including aspects of Strategy and the 4P's of Strategy
  • Policy considerations
  • Directing
  • Controlling and Evaluating
  • Organizational Form and Design
  • Communication, Coordination, and Control
Understanding Organizational Challenges
  • organizational maturity
  • organizational structure
  • knowledge management and security of information
  • organizational transition
  • governance
  • Balance in Service Operations
Service Assessment
  • Value of Measuring
  • Value of Monitoring
  • Reporting
  • Value of benchmarking
  •  Service Portfolio assessment across the lifecycle
  • business Perspective and Improvements
Understanding Complementary Industry Guidance and Tool Strategies
  • COBIT
  • ISO/IEC 20000
  • CMMI
  • Balanced Scorecard
  • Quality management
  • OSI Framework
  • Annuity
  • Service Management maturity framework
  • Six Sigma
  • Project management
  • TQM
  • Management Governance framework
  • Tool Strategies
Summary; Exam Preparation and Directed Studies

Target Audience

The target group of the ITIL Expert Qualification: Managing Across the Lifecycle is:
  • Individuals who require a business and management level understanding of the ITIL V3 core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • Individuals seeking the ITIL Expert Certificate in Service Management for which this qualification is the final mandatory module leading to the Expert certification.
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
This may include but is not limited to, CIOs, Senior IT managers, IT managers, IT Professionals, and IT Operation practitioners.

Course Prerequisites

Candidates wishing to be trained and examined for this qualification must have already obtained the 2 credits from ITIL v3 Foundation Certificate in IT Service Management or 2 credits from the ITIL V2 Foundation plus the Bridge Certificate course

In Addition To: 17 ITIL credits prior to this course

Exam Eligibility

To be eligible for the ITIL Qualification: Managing Across the Lifecycle examination, candidates must have fulfilled the following requirements:
  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
  • Have obtained a minimum of 15 credits through formal Service Lifecycle Stream or Service Capability scheme qualifications.
  • It is also recommended that students should complete at least 28 hours of personal study by reviewing the syllabus and the core Lifecycle publications in preparation for the examination

Exam Details

  • 90 minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL v3 Foundation - Aug 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Service Design COMPLETED

Course Description

This is a live, instructor-led course that covers the management and control of the activities and techniques within the Service Design stage of the lifecycle. Additionally, the course looks at the concept of Service Design as a practice and identifies the interfaces between Service Design and the other stages of the ITIL Service Lifecycle. The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams.This course will help organizations to improve the quality of their IT service management. It will increase the understanding of ITIL® principles and terminology, and the concepts, processes, functions and activities of Service Design. It also provides a detailed overview of the key elements of Service Design and provides the opportunity to sit the ITIL Lifecycle Examination in Service Design.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • 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
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Design This unit introduces the candidate to the concepts and terminology in the field of Service Design.
  • Purpose, goals and objectives of Service Design
  • Scope of Service Design
  • Business value
  • The context of Service Design in the ITIL service lifecycle
  • 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
  • Holistic Service Design, service composition and the four Ps
  • The five aspects of service
  • The importance of and approach to balanced design
  • Service requirements, business requirements and drivers
  • Design activities and 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
  • Design coordination
    • 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
  • Service Level Management
    • 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
  • Availability Management
    • 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
  • Capacity Management
    • 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
  • IT Service Continuity Management
    • 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
  • Information Security Management
    • 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
  • Service Catalog Management
  • Supplier Management
Service Design Technology-Related Activities
  • The Service Design activities and techniques within Requirements Engineering
  • The Service Designactivities and techniques within Data and Information Management
  • The Service Designactivities 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
TechnologyConsiderations
  • 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
    • Risks
  • The six-stage implementation approach
  • Measurements of Service Design, a prerequisite for success
Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 FoundationCertificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination
  • Approximately 1 hour of home study each evening

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can beone of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate must have fulfilled 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Operational Support and Analysis

CLASS DETAILS

Dates: Sept. 10-14

Times: 9 am- 5 pm

Price: $2995

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction
  • Event Management
  • Incident Management
  • Request Fulfillent
  • Problem Management
  • Access Management
  • The Service Desk
  • Common OSA Functions
  • Technology and Implementation Considerations
In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

The target group of the ITIL Expert Qualification: Operational Support and Analysis is:
  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation plus the v3 Foundation Bridge Certificate and who wish to advance to higher-level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an on-going service improvement program
  • Operational staff involved in the Event Management Process, the Incident Management Process, the Request Fulfilment Process, the Problem Management Process, the Access Management Process, the Service Desk, Technical Management, IT Operations Management and Application Management
This may include, but is not limited to, IT professionals, business managers and business process owners.

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. It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have experience working in the service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:
    • Event Management Process
    • Incident Management Process
    • Request Fulfilment Process
    • Problem Management Process
    • Access Management Process
    • Service Desk
    • Technical Management
    • IT Operations Management
  • Application Management
It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, in particular, the ITIL Service Operation publication.

Course Length

  • Five days- includes lecture, classroom group exercises, exam preparation, and exam

Exam

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Class Size

Maximum of 18 students  

Objectives

Introduction
  • The value to the business of OSA activities
  • The scope of OSA processes and functions:
    • Event
    • Incident
    • Problem and Access Management
    • Request Fulfillment
    • The Service Desk
  • How OSA supports 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
  • 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, 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 all basic concepts of Incident Management
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Managementwithin the Incident Management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Incident Management process
  • The challenges and risks associated with the Incident Management process
Request Fulfilment
  • The purpose and objectives of the Request Fulfilment process
  • The scope of the Request Fulfilment process
  • The value to business and to the service lifecycle
  • The policies and principles of Request Fulfilment and the request model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Managementwithin the Request Fulfilment process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Request Fulfilment process
  • The challenges and risks associated with the Request Fulfilment process
Problem Management
  • The purpose and objectives of the Problem Management process
  • The scope of the Problem Management process
  • The value to business and to the service lifecycle
  • The policies and principles of Problem Management and the problem model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Managementwithin 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 to the 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, outputs and interfaces
  • InformationManagement 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
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
Functions
  • The roles of each function
  • Their objectives
  • Each function’s activities
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 Critical Success Factors related to implementing practices and processes
  • How to plan and implement Service Management technologies
Summary; Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the ITIL Expert Qualification: Operational Support & Analysis examination, the candidate must have fulfilled the following requirements:
  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.

Service Offerings and Agreements

Course Description

This is a live, instructor-led course that teaches students how to introduce Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management, and Business Relationship Management as integral parts of its overall business-focused Services Framework. This course will help organizations to improve the quality of their IT service management. Students taking this course will improve role-based capabilities and competencies by increasing their understanding of the terminology, processes, roles & functions and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organization can develop and implement complete and fully-integrated, best practice processes and provide the opportunity to sit the ITIL Capability Examination in Service Offerings & Agreements.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT services
  • Business Relationship Managers
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction
  • The context in the service lifecycle of the SOA processes from the service strategy:
    • Service portfolio management
    • Demand management
    • Financial management for IT services
    • 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, 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 catalog management
    • Service level management
    • Supplier management
  • Understand purpose, 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 process
  • Understand how the SOA processes are the point for understanding and identifying customer requirements
  • Return on investment (ROI), the business case, and the relevance to the SOA processes
  Service Portfolio Management (SPM)
  • Introduction to the service portfolio and its relationship to the service pipeline and service catalog
  • The purpose and objectives of service portfolio
  • 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
  • Challenges and risks
  • Designing the service portfolio
  Service Catalog Management (SCM)
  • The importance of the service catalog to the service lifecycle and its interface to the service portfolio
  • The purpose and objectives of the service catalog
  • The scope of service catalog management
  • The value to business of service catalog 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
  • Challenges and risks associated with the process
  • Production of a service catalog
  Service Level Management (SLM)
  • 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
  • Challenges and risks associated with the process
  • The content of SLAs and OLAs
  Demand Management (DM)
  • The importance of DM to managing services throughout the service lifecycle
  • The purpose and objectives of DM
  • The scope of DM
  • The value to the business of DM
  • 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
  Supplier Management (SM)
  • The purpose and objectives of SM
  • The scope of SM
  • The value to the business of SM
  • 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 (FM)
  • The importance of the process to the service lifecycle
  • The purpose and objectives of FM for IT services
  • The scope of FM for IT services
  • The value to the business of FM 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 Manager (BRM)
  • 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
  SOA Roles and Responsibilities
  • Key roles and responsibilities of SPM
  • Key roles and responsibilities of SCM
  • Key roles and responsibilities of SLM
  • Key roles and responsibilities of DM
  • Key roles and responsibilities of SM
  • Key roles and responsibilities of FM for IT services
  • Key roles and responsibilities of BRM
  Technology and Implementation Considerations (TIC)
  • 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

Target Audience

  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the V2 Foundation plus Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an on-going service improvement program
  • Operational staff involved in Service Portfolio Management; Service Catalog Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course 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.

It is also strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have experience working in the service management capacity within a service provider environment.

It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, in particular, the ITIL Service Strategy publication.

Exam Eligibility

To be eligible for the ITIL Expert Qualification: Service Offerings & Agreements examination, the candidate must have fulfilled the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Service Transition

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • 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
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Transition
  • The purpose and objective of Service Transition
  • The scope of Service Transition and the processes within Service Transition
  • Value to business
  • The purpose, goals and objectives of Service Transition
  • The context of Service Transition in the service lifecycle
Service Transition Principles
  • The key policies and best practice principles that aid effective Service Transition
  • Optimizing Service Transition performance and typical metrics that can be used
  • Service Transition inputs and outputs by lifecycle stage
Service Transition Processes
  • Change Management
    • 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
  • Service Asset and Configuration Management
    • 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
  • Release and Deployment Management
    • 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
  • Service Validation and Testing
    • 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
  • Change Evaluation
    • 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
  • Transition Planning and Support
  • Knowledge Management
Managing People ThroughService Transitions
  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Stakeholder Management
Organizing for Service Transition
  • Organizational development
  • Role of technical and application management
  • Organizational context for transitioning a service
  • Service Transition roles and responsibilities
  • The relationship of Service Transition with other lifecycle phases
Technology Considerations 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
  • Configuration management system
Implementing and Improving Service Transition
  • Key activities in the introductionof 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
  • 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

Class Details

Dates: Sept. 25-27
  • Three days- includes lecture, exam preparation, and exam
Times: 9 am- 5 pm Class Size Price: $2095 Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Transition Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and ITSM trainers. The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core 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 Transition environment and requiring a detailed understanding of the processes, functions and activities involved
  • Individuals seeking the ITIL Expert in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
  • Approximately 1 hour of home study each evening

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification Service Transition examination, candidates shall fulfil 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Planning, Protection and Optimization

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management (ITSCM)
  • Information Security Management
  • Demand Management
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction
  • Purpose, objectives and value of service design
  • The lifecycle in context
  • Service design basics
  • The role of design coordination within PPO
Capacity Management (CM)
  • The purpose and objectives of CM
  • The scope of CM
  • The importance of CM as a process to generate business value
  • CMpolicies, principles and basic concepts
  • The main activities, methods and techniques that enable CM and how they relate to PPO
  • The triggers, inputs, outputs and interfaces of CM and its interfaces with other processes
  • The CM information system and its role in information management
  • How critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful CM
  • Challenges and risks of CM
Availability Management (AM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance of AM as a process to generate business value
  • AM policies, principles andbasic concepts
  • The main activities, methods and techniques that enable AM and how they relate to PPO
  • The triggers, inputs, outputs and interfaces of AM and its interfaces with other processes
  • How AM relates to information management
  • How critical success factorsand key performance indicators can be used to demonstrate theefficiency and effectiveness of successfulAM
  • The challenges and risks associatedAM
IT Service Continuity Management (ITSCM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance if 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 PPO, particularly stages 1-4 of the ITSCM lifecycle:
    • Initiation
    • Requirements and strategy
    • Implementation
    • On-going operation
  • Invocation of ITSCM
  • The triggers, inputs, outputs and interfaces of ITSCM and its interface with other processes
  • How critical success factors and key performance indicators can be used and applied to demonstrateefficiency and effectiveness of the ITSCM process
  • Challenges and risks of ITSCM
Information Security Management (ISM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance of ISM as a process to generate business value
  • ISM policies, principles and basic concepts
  • The main activities, methods and techniques that enable this process and how they relate to PPO
  • The triggers, inputs. outputs and interfaces of ISM
  • How critical success factors and key performance indicators can be used and applies to demonstrateefficiency and effectiveness of successful ISM
  • Challenges and risks of ISM
Demand Management (DM)
  • Purpose and objectives of DM
  • Scope of DM
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques of DM
  • Triggers, inputs, outputs and interfaces
  • Information management and DM
  • Critical success factors and key performance indicators
  • Challenges and risks of DM
PPO 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 (TIC)
  • 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 considerations for implementing technologies in supporting the processes within PPOpractice, in particular, designing technology architectures
Summary, Exam Preparation and Directed Studies

Class Details

Dates:

  • Five days- includes lecture, exam preparation, and exam
Times: 9 am- 5 pm

Class Size:Up to 25 students

Price: $2995.00

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Target Audience

The target group of the ITIL Expert Qualification: Planning, Protection, & Optimization is:
  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation plus the v3 Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of the ITIL Certificate in Planning, Protection and Optimization processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in Capacity Management, Availability Management, ITSCM, Information Security Management, and Demand Management who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITILFoundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus BridgeCertificate) which shall be presented as documentary evidence to gain admission.
  • Can demonstrate familiarity with IT terminology and understand the context of Planning, Protection& Optimization management in their business environment
    • Have exposure to working in a service management capacity within a service provider environment, and have responsibility for at least one of the following management processes:
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management (ITSCM)
    • Information Security Management
    • Demand Management
    It is strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication, in advance of attending training for the certification.
It is also strongly recommended that candidates:

Exam Eligibility

To be eligible for the examination leading to an accredited ITIL Certificate in Planning, Protection and Optimization, the candidate must fulfill the following requirements:
  • At least 30 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
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the BridgeCertificate
  • It is also recommended that students should complete a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and, in particular, the Service Design publication and, specifically, Chapter 2: Service Management as a Practice.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Release, Control and Validation COMPLETED

Course Description

This is a live, instructor-led course that teaches students how to introduce Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management as integral parts of its overall business-focused Services Framework. Students taking this course will improve role-based capabilities and competencies by increasing understanding about terminology, processes, roles and functions, and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organization can develop and implement complete and integrated best practice processes. This course provides the opportunity to sit the ITIL Capability Examination in Release, Control & Validation. This class is recommended for, but not limited to: Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities. Prerequisite: ITIL v3 Foundation Certification

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction
  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfillment
  • Change Evaluation
  • Knowledge Management
  • RCV Roles and Responsibilities
  • Technology and Implementation Considerations
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

 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
  • Defining Service Transition lifecycle stages
  • 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 (CM)
  • The purpose and objectives of the CM process and describe its practical application within a business environment
  • The scope of the CM process
  • The business value of CM and demonstrate some practical examples in real-life situations
  • CM policies, and its design and planning considerations
  • Types of change requests 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 methods and techniques associated with each major CM activity
  • The options and considerations for remediation planning
  • Typical activities involved in managing changes, and describe workflow of processing different types of change requests
  • The CM process triggers, inputs, outputs and interfaces with other processes
  • The role of the configuration management system (CMS) in CM
  • How CM can be effectively measured and examples of critical success factors and key performance indicators
  • The challenges and risks of CM
  • Typical CM 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 (SACM)
  • 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 the SACM process
  • The activities of assessment management, the role of software asset management and associated tools
  • The key process activities of SACM 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 (SVT)
  • 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
Release and Deployment Management (RDM)
  • 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
  • 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 (RF)
  • The purpose, objectives and scope of the RF process
  • The business value of the RF process
  • RFpolicies, principles and basic concepts
  • RFactivities and demonstrate some practical examples of service requests that can be offered as standard services by category
  • RF process triggers, inputs, outputs and interfaces (particularly with RDM, SACM and CM)
  • Information required by the RF process
  • How RF can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to RF
Change Evaluation (CE)
  • The purpose, objectives and scope of the CE process
  • The business value of the CE process
  • CE policies, principles and use of the Plan-Do-Check-Act model
  • CE process terminology and typical CE 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
  • CE process triggers, inputs, outputs and interfaces
  • The role of the SKMS and CMS relative to the CE process
  • How CE can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to CE
Knowledge Management (KM)
  • 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
  • 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:
    • Managing change in operations
    • Service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff in service design and transition
    • The challenges, critical success factors and risks related to implementing service transition practices and processes
    • How to plan and implement service management
  • The technology considerations for implementing the following processes and activities:
    • Knowledge management tools
    • Collaboration
    • Configuration management system
Summary, Exam Preparation and Directed Studies

Target Audience

The target groups of the ITIL Expert Qualification: Release, Control and Validation are:
  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the V2 Foundation plus the V3 Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of the ITIL Certificate in Release, Control and Validation processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Change Evaluation and Knowledge Management, who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course Prerequisites

To be eligible for the ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
  • Approximately 1 hour of home study each evening
  • It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, and in particular, the Service Transition and Service Operation books.

Exam Eligibility

To be eligible for the examination leading to an accredited ITIL Certificate in Release, Control and Validation, the candidate must fulfill the following requirements:
  • At least 30 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
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance, in particular the Service Strategy, Service Design, Service Transition and Service Operation publications.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL v3 Continual Service Improvement COMPLETED

CLASS DETAILS

Dates: July 17-19

Times: 9 am- 5 pm

Price: $2095

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Introduction

Introduction to Continual Service Improvement (CSI)

  • The purpose and objectives of CSI
  • The scope of CSI
  • The value to business of adopting and implementing CSI
  • The approach to CSI
  • 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

Principles

Continual Service Improvement Principles

  • How the success of CSI depends upon an understanding of change within an organization
  • How the success of CSI depends upon a clear and unambiguous ownership and accountability
  • How the CSI register supports the application of CSI
  • How CSI drives the adoption of, and is influenced by, service level management
  • How Knowledge Management is a main element of any improvement initiative
  • 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 management
  • 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

Process

Continual Service Improvement Process

The 7-step improvement process. Specifically, the candidate will be able to articulate what is being done at every step and where the information is found.

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • How other processes play key roles in the seven-step improvement process

Methods & Techniques

Continual Service Improvement Methods and Techniques

  • When to use assessments and what to assess
  • How a gap analysis can provide insight into the areas that have room for improvement
  • Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
  • Service Measurement. Specifically, designing and analysing 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
  • 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

Organizing 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 Considerations

Technology Considerations

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

Implementation

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

Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies

Eligibility

Eligibility for the exam

To be eligible for the ITIL Intermediate Qualification: Continual Service Improvement examination, 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Continual Service Improvement publication in preparation for the examination

Service Strategy COMPLETED

CLASS DETAILS

Dates: April 10-12

Times: 9 am- 5 pm

Price: $2095

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Introduction

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction to Service Strategy
  • Service Strategy Principles
  • Service Strategy Processes Governance
  • Organizing for Service Strategy
  • Technology Considerations
  • Implementing Service Strategy
  • Service Strategy Challenges, Critical Success Factors and Risks
In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

  • The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the on-going management, coordination and integration of strategizing activities within the Service Lifecycle.
  • The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes.
  • The target group may also be of interest 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Prerequisites

  • To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the
  • syllabus and the Service Strategy book in preparation for the examination
  • Approximately 1 hour of home study each evening

Course Details

Three days- includes lecture, exam preparation, and exam
EXAM
90-minute timed test
CLOSED BOOK
Passing score: 28/40 or 70%
CLASS SIZE
Maximum of 18 students

Objectives

Introduction to Service Strategy
PURPOSE AND OBJECTIVES OF SERVICE STRATEGY SCOPE OF SERVICE STRATEGY VALUE TO BUSINESS
  • The context of Service Strategy in relation to:
  • Service Design Service Transition Service Operation
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Continual Service Improvement
  • Service Strategy Principles
  • Basic approach to deciding a strategy
  • Strategy and opposing dynamics
  • Outperforming competitors
  • The four Ps of Service Strategy
  • Services
  • Value
  • Utility and warranty
  • Assets – customer, service and strategic
  • Service providers – types and choosing between them Defining services
  • Strategies for customer satisfaction
  • Service economics
  • Sourcing strategy
  • Strategy inputs and outputs with the service lifecycle
SERVICE STRATEGY PROCESSES STRATEGY MANAGEMENT
  • 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
SERVICE PORTFOLIO MANAGEMENT PURPOSE AND OBJECTIVES
  • Scope
  • Value to business
  • Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Critical success factors and key performance indicators
  • Challenges and risks Financial Management
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
DEMAND MANAGEMENT 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
BUSINESS RELATIONSHIP MANAGEMENT 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
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • What is IT governance
  • Governance bodies
  • How Service Strategy relates to governance
  • Organizing for Service Strategy Organizational development Organizational departmentalization Organizational design
  • 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 service lifecycle stages
  • Service Strategy Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Eligibility for Exam

  • To be eligible for the ITIL Intermediate: Service Strategy examination, 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination

TEST COURSE

Service Strategy - MMYY

CLASS DETAILS

Dates: April 10-12

Times: 9 am- 5 pm

Price: $2095

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Introduction

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction to Service Strategy
  • Service Strategy Principles
  • Service Strategy Processes Governance
  • Organizing for Service Strategy
  • Technology Considerations
  • Implementing Service Strategy
  • Service Strategy Challenges, Critical Success Factors and Risks
In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

  • The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the on-going management, coordination and integration of strategizing activities within the Service Lifecycle.
  • The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes.
  • The target group may also be of interest 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Prerequisites

  • To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the
  • syllabus and the Service Strategy book in preparation for the examination
  • Approximately 1 hour of home study each evening

Course Details

Three days- includes lecture, exam preparation, and exam
EXAM
90-minute timed test
CLOSED BOOK
Passing score: 28/40 or 70%
CLASS SIZE
Maximum of 18 students

Objectives

Introduction to Service Strategy
PURPOSE AND OBJECTIVES OF SERVICE STRATEGY SCOPE OF SERVICE STRATEGY VALUE TO BUSINESS
  • The context of Service Strategy in relation to:
  • Service Design Service Transition Service Operation
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Continual Service Improvement
  • Service Strategy Principles
  • Basic approach to deciding a strategy
  • Strategy and opposing dynamics
  • Outperforming competitors
  • The four Ps of Service Strategy
  • Services
  • Value
  • Utility and warranty
  • Assets – customer, service and strategic
  • Service providers – types and choosing between them Defining services
  • Strategies for customer satisfaction
  • Service economics
  • Sourcing strategy
  • Strategy inputs and outputs with the service lifecycle
SERVICE STRATEGY PROCESSES STRATEGY MANAGEMENT
  • 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
SERVICE PORTFOLIO MANAGEMENT PURPOSE AND OBJECTIVES
  • Scope
  • Value to business
  • Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Critical success factors and key performance indicators
  • Challenges and risks Financial Management
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
DEMAND MANAGEMENT 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
BUSINESS RELATIONSHIP MANAGEMENT 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
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • What is IT governance
  • Governance bodies
  • How Service Strategy relates to governance
  • Organizing for Service Strategy Organizational development Organizational departmentalization Organizational design
  • 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 service lifecycle stages
  • Service Strategy Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Eligibility for Exam

  • To be eligible for the ITIL Intermediate: Service Strategy examination, 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination

ITIL v3 Foundation - Dedicated Course Oct 2018

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Objectives

To Provide a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Overview

The Big Picture
  • Service Management as a Practice
    • The Importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Details

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 minutes
  • 40 multiple choice questions
  • 26/40 to pass

Service Strategy Copy

CLASS DETAILS

Dates: April 10-12

Times: 9 am- 5 pm

Price: $2095

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Introduction

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Introduction to Service Strategy
  • Service Strategy Principles
  • Service Strategy Processes Governance
  • Organizing for Service Strategy
  • Technology Considerations
  • Implementing Service Strategy
  • Service Strategy Challenges, Critical Success Factors and Risks
In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

  • The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the on-going management, coordination and integration of strategizing activities within the Service Lifecycle.
  • The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes.
  • The target group may also be of interest 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Prerequisites

  • To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the
  • syllabus and the Service Strategy book in preparation for the examination
  • Approximately 1 hour of home study each evening

Course Details

Three days- includes lecture, exam preparation, and exam
EXAM
90-minute timed test
CLOSED BOOK
Passing score: 28/40 or 70%
CLASS SIZE
Maximum of 18 students

Objectives

Introduction to Service Strategy
PURPOSE AND OBJECTIVES OF SERVICE STRATEGY SCOPE OF SERVICE STRATEGY VALUE TO BUSINESS
  • The context of Service Strategy in relation to:
  • Service Design Service Transition Service Operation
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Continual Service Improvement
  • Service Strategy Principles
  • Basic approach to deciding a strategy
  • Strategy and opposing dynamics
  • Outperforming competitors
  • The four Ps of Service Strategy
  • Services
  • Value
  • Utility and warranty
  • Assets – customer, service and strategic
  • Service providers – types and choosing between them Defining services
  • Strategies for customer satisfaction
  • Service economics
  • Sourcing strategy
  • Strategy inputs and outputs with the service lifecycle
SERVICE STRATEGY PROCESSES STRATEGY MANAGEMENT
  • 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
SERVICE PORTFOLIO MANAGEMENT PURPOSE AND OBJECTIVES
  • Scope
  • Value to business
  • Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Critical success factors and key performance indicators
  • Challenges and risks Financial Management
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
DEMAND MANAGEMENT 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
BUSINESS RELATIONSHIP MANAGEMENT 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
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • What is IT governance
  • Governance bodies
  • How Service Strategy relates to governance
  • Organizing for Service Strategy Organizational development Organizational departmentalization Organizational design
  • 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 service lifecycle stages
  • Service Strategy Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Eligibility for Exam

  • To be eligible for the ITIL Intermediate: Service Strategy examination, 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination

ITIL v3 Foundation - Dec 2018

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Details

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to pass

ITIL v3 Foundation - Jan 2019 - COMPLETED

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Details

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to pass

Continual Service Improvement - April 2019

CLASS DETAILS

Dates: April 3-4, 2019

Times: 9 am- 5 pm

Price: $2145

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Introduction

Introduction to Continual Service Improvement (CSI)

  • The purpose and objectives of CSI
  • The scope of CSI
  • The value to business of adopting and implementing CSI
  • The approach to CSI
  • 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

Principles

Continual Service Improvement Principles

  • How the success of CSI depends upon an understanding of change within an organization
  • How the success of CSI depends upon a clear and unambiguous ownership and accountability
  • How the CSI register supports the application of CSI
  • How CSI drives the adoption of, and is influenced by, service level management
  • How Knowledge Management is a main element of any improvement initiative
  • 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 management
  • 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

Process

Continual Service Improvement Process

The 7-step improvement process. Specifically, the candidate will be able to articulate what is being done at every step and where the information is found.

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • How other processes play key roles in the seven-step improvement process

Methods & Techniques

Continual Service Improvement Methods and Techniques

  • When to use assessments and what to assess
  • How a gap analysis can provide insight into the areas that have room for improvement
  • Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
  • Service Measurement. Specifically, designing and analysing 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
  • 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

Organizing 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 Considerations

Technology Considerations

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

Implementation

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

Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies

Eligibility

Eligibility for the exam

To be eligible for the ITIL Intermediate Qualification: Continual Service Improvement examination, 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Continual Service Improvement publication in preparation for the examination

Service Transition - April 2019

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • 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
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Transition
  • The purpose and objective of Service Transition
  • The scope of Service Transition and the processes within Service Transition
  • Value to business
  • The purpose, goals and objectives of Service Transition
  • The context of Service Transition in the service lifecycle
Service Transition Principles
  • The key policies and best practice principles that aid effective Service Transition
  • Optimizing Service Transition performance and typical metrics that can be used
  • Service Transition inputs and outputs by lifecycle stage
Service Transition Processes
  • Change Management
    • 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
  • Service Asset and Configuration Management
    • 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
  • Release and Deployment Management
    • 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
  • Service Validation and Testing
    • 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
  • Change Evaluation
    • 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
  • Transition Planning and Support
  • Knowledge Management
Managing People ThroughService Transitions
  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Stakeholder Management
Organizing for Service Transition
  • Organizational development
  • Role of technical and application management
  • Organizational context for transitioning a service
  • Service Transition roles and responsibilities
  • The relationship of Service Transition with other lifecycle phases
Technology Considerations 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
  • Configuration management system
Implementing and Improving Service Transition
  • Key activities in the introductionof 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
  • 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

Class Details

Dates: Sept. 25-27
  • Three days- includes lecture, exam preparation, and exam
Times: 9 am- 5 pm Class Size Price: $2095 Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Transition Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and ITSM trainers. The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core 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 Transition environment and requiring a detailed understanding of the processes, functions and activities involved
  • Individuals seeking the ITIL Expert in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
  • Approximately 1 hour of home study each evening

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification Service Transition examination, candidates shall fulfil 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL v3 Foundation - May 14-16 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Continual Service Improvement - May 2019

CLASS DETAILS

Dates: April 3-4, 2019

Times: 9 am- 5 pm

Price: $2145

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Introduction

Introduction to Continual Service Improvement (CSI)

  • The purpose and objectives of CSI
  • The scope of CSI
  • The value to business of adopting and implementing CSI
  • The approach to CSI
  • 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

Principles

Continual Service Improvement Principles

  • How the success of CSI depends upon an understanding of change within an organization
  • How the success of CSI depends upon a clear and unambiguous ownership and accountability
  • How the CSI register supports the application of CSI
  • How CSI drives the adoption of, and is influenced by, service level management
  • How Knowledge Management is a main element of any improvement initiative
  • 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 management
  • 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

Process

Continual Service Improvement Process

The 7-step improvement process. Specifically, the candidate will be able to articulate what is being done at every step and where the information is found.

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • How other processes play key roles in the seven-step improvement process

Methods & Techniques

Continual Service Improvement Methods and Techniques

  • When to use assessments and what to assess
  • How a gap analysis can provide insight into the areas that have room for improvement
  • Benchmarking. Specifically, the candidate will be able to describe and apply the approach to, and implementation of, benchmarking
  • Service Measurement. Specifically, designing and analysing 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
  • 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

Organizing 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 Considerations

Technology Considerations

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

Implementation

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

Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies

Eligibility

Eligibility for the exam

To be eligible for the ITIL Intermediate Qualification: Continual Service Improvement examination, 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Continual Service Improvement publication in preparation for the examination

Managing Across the Lifecycle - Dec 2019

Course Description

This is a live, instructor-led course that brings together the full essence of a lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme. The course completes the ITIL Capability and Lifecycle qualification program and provides the opportunity to sit the ITIL Managing Across the Lifecycle Examination, which leads to the ITIL Expert qualification. This class is recommended for, but not limited to: CIOs, Senior IT managers, IT managers, IT Professionals, and IT Operation practitioners.

Please Note:

Candidates wishing to be trained and examined for this qualification must have already obtained the 2 credits from ITIL v3 Foundation Certificate in IT Service Management or 2 credits from the ITIL V2 Foundation plus the Bridge Certificate course

In Addition To: 17 ITIL credits prior to this course

Course Overview

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Introduction to IT Service Management Business and Managerial issues
  • Management of Strategic Change
  • Risk Management
  • Managing the Planning and Implementation of IT Service Management
  • Understanding Organizational Challenges
  • Service Assessment
  • Understanding Complementary Industry Guidance and Tool Strategies
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to IT Service Management Business and Managerial issues
  • Lifecycle positioning and transition
  • Relationship between Business and IT
Management of Strategic Change
  • Value creation challenge
  • Critical Success components to managing lifecycle risks
  • Business benefits
  • Planning and Defining scope
  • Resource and Capability planning
  • Controlling Quality
  • Strategic Influencing
  • Customer Liaison
Risk Management
  • The challenges, Critical Success Factors and risks to Service Management
  • Identification of Risk
  • Evaluation of Risk- CFIA, FTA, BIA, SFA, Risk Analysis and Management
  • Corrective Action
  • Controlling Risk
  • Transfer of risks
  • Service provider risks
  • Contract risks
  • Design risks
  • Operational risks
  • Market risks
Managing the Planning and Implementation of IT Service Management
  • Activities during Plan, Do, Check, Act including aspects of Strategy and the 4P's of Strategy
  • Policy considerations
  • Directing
  • Controlling and Evaluating
  • Organizational Form and Design
  • Communication, Coordination, and Control
Understanding Organizational Challenges
  • organizational maturity
  • organizational structure
  • knowledge management and security of information
  • organizational transition
  • governance
  • Balance in Service Operations
Service Assessment
  • Value of Measuring
  • Value of Monitoring
  • Reporting
  • Value of benchmarking
  •  Service Portfolio assessment across the lifecycle
  • business Perspective and Improvements
Understanding Complementary Industry Guidance and Tool Strategies
  • COBIT
  • ISO/IEC 20000
  • CMMI
  • Balanced Scorecard
  • Quality management
  • OSI Framework
  • Annuity
  • Service Management maturity framework
  • Six Sigma
  • Project management
  • TQM
  • Management Governance framework
  • Tool Strategies
Summary; Exam Preparation and Directed Studies

Target Audience

The target group of the ITIL Expert Qualification: Managing Across the Lifecycle is:
  • Individuals who require a business and management level understanding of the ITIL V3 core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • Individuals seeking the ITIL Expert Certificate in Service Management for which this qualification is the final mandatory module leading to the Expert certification.
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
This may include but is not limited to, CIOs, Senior IT managers, IT managers, IT Professionals, and IT Operation practitioners.

Course Prerequisites

Candidates wishing to be trained and examined for this qualification must have already obtained the 2 credits from ITIL v3 Foundation Certificate in IT Service Management or 2 credits from the ITIL V2 Foundation plus the Bridge Certificate course

In Addition To: 17 ITIL credits prior to this course

Exam Eligibility

To be eligible for the ITIL Qualification: Managing Across the Lifecycle examination, candidates must have fulfilled the following requirements:
  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
  • Have obtained a minimum of 15 credits through formal Service Lifecycle Stream or Service Capability scheme qualifications.
  • It is also recommended that students should complete at least 28 hours of personal study by reviewing the syllabus and the core Lifecycle publications in preparation for the examination

Exam Details

  • 90 minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL v3 Foundation - April 2-4 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-led course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - April 9-11 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - April 16-18 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - April 23-25 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Service Transition - June 3-5 2019

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • 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
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Transition
  • The purpose and objective of Service Transition
  • The scope of Service Transition and the processes within Service Transition
  • Value to business
  • The purpose, goals and objectives of Service Transition
  • The context of Service Transition in the service lifecycle
Service Transition Principles
  • The key policies and best practice principles that aid effective Service Transition
  • Optimizing Service Transition performance and typical metrics that can be used
  • Service Transition inputs and outputs by lifecycle stage
Service Transition Processes
  • Change Management
    • 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
  • Service Asset and Configuration Management
    • 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
  • Release and Deployment Management
    • 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
  • Service Validation and Testing
    • 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
  • Change Evaluation
    • 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
  • Transition Planning and Support
  • Knowledge Management
Managing People ThroughService Transitions
  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Stakeholder Management
Organizing for Service Transition
  • Organizational development
  • Role of technical and application management
  • Organizational context for transitioning a service
  • Service Transition roles and responsibilities
  • The relationship of Service Transition with other lifecycle phases
Technology Considerations 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
  • Configuration management system
Implementing and Improving Service Transition
  • Key activities in the introductionof 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
  • 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

Class Details

Dates: Sept. 25-27
  • Three days- includes lecture, exam preparation, and exam
Times: 9 am- 5 pm Class Size Price: $2095 Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Transition Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and ITSM trainers. The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core 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 Transition environment and requiring a detailed understanding of the processes, functions and activities involved
  • Individuals seeking the ITIL Expert in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
  • Approximately 1 hour of home study each evening

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification Service Transition examination, candidates shall fulfil 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Service Design - June 2019

Course Description

This is a live, instructor-led course that covers the management and control of the activities and techniques within the Service Design stage of the lifecycle. Additionally, the course looks at the concept of Service Design as a practice and identifies the interfaces between Service Design and the other stages of the ITIL Service Lifecycle. The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams.This course will help organizations to improve the quality of their IT service management. It will increase the understanding of ITIL® principles and terminology, and the concepts, processes, functions and activities of Service Design. It also provides a detailed overview of the key elements of Service Design and provides the opportunity to sit the ITIL Lifecycle Examination in Service Design.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • 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
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Design This unit introduces the candidate to the concepts and terminology in the field of Service Design.
  • Purpose, goals and objectives of Service Design
  • Scope of Service Design
  • Business value
  • The context of Service Design in the ITIL service lifecycle
  • 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
  • Holistic Service Design, service composition and the four Ps
  • The five aspects of service
  • The importance of and approach to balanced design
  • Service requirements, business requirements and drivers
  • Design activities and 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
  • Design coordination
    • 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
  • Service Level Management
    • 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
  • Availability Management
    • 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
  • Capacity Management
    • 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
  • IT Service Continuity Management
    • 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
  • Information Security Management
    • 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
  • Service Catalog Management
  • Supplier Management
Service Design Technology-Related Activities
  • The Service Design activities and techniques within Requirements Engineering
  • The Service Designactivities and techniques within Data and Information Management
  • The Service Designactivities 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
TechnologyConsiderations
  • 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
    • Risks
  • The six-stage implementation approach
  • Measurements of Service Design, a prerequisite for success
Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 FoundationCertificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination
  • Approximately 1 hour of home study each evening

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle. This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core 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 seeking the ITIL Expert certification in IT Service Management for which this qualification can beone of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate must have fulfilled 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
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

ITIL v3 Foundation - May 28-30 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - June 4-6 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

ITIL v3 Foundation - April 30-May 2 2019

Course Description

ITIL (Information Technology Infrastructure Library) is the global standard for best practice in IT Service Management. The ITIL framework has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value by documenting the processes, functions and roles of IT Service Management (ITSM). The ITIL v3 Foundation course is a live, instructor-lead course that covers the 19 processes that help service management staff to deliver and support quality products and services. During the course, students will gain knowledge of the internationally recognized best practice terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service Management. At the end of the course, participants will be ready to sit the ITIL v3 Foundation Examination. This course is recommended for all IT staff and IT Managers. There are no prerequisites for this course

Course Overview

Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions. Prepares students to pass the ITIL®v3 Foundation exam

Course Objectives

The Big Picture
  • Service Management as a Practice
    • The importance of Service Management
    • Service and Service Management
    • The Service Lifecycle
    • Processes and Functions
    • RACI and Roles
  • Best Practices in the public domain
  • Why ITIL is successful
  • The ITIL® v3 Lifecycle
Service Strategy
  • Strategy Concepts
    • Purpose
    • Risk
    • Service Portfolio
  • Value Creation
    • Value defined
    • Marketing Mindset
  • Strategy Processes
    • Service Portfolio Management
    • Financial Management
    • Demand Management
    • Business Relationship Management
Service Design
  • Design Principles
    • Purpose/Goal
    • Value to the Business
    • The 4 Ps of Service Design
    • The 5 Aspects of Service Design
    • Design Coordination
 
  • Service Level Management
    • Goals/Objectives
    • Scope & Metrics
    • Basic Concepts
    • Activities
    • SLA frameworks
  • Supporting Design Processes
    • Catalog Management
    • Capacity Management
    • IT Service Continuity Management
    • Availability Management
    • Security Management
Service Transition
  • Transition Principles
    • Goals/ Objectives
    • Value to the Business
    • Transition Planning and Support
  • Change Principles
    • Purpose/Objectives
    • Change Types
    • Change Models
    • Change Roles
    • Lifecycle of normal change
  • Configuration Principles
    • Objective/Goal/Scope
    • Basic Concepts
  • Knowledge Management
    • DIKW & SKMS
  • Release Principles
    • Objective/Goal
    • Four phases of Release and Deployment
Service Operation
  • Service Operation Principles
    • Purpose
    • Value to the Business
    • Achieving Balance
    • Communication
 
  • The Service Operation Processes
    • Incident Management
      • Goals and Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Relationships
    • Request Fulfillment
      • Goals & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • The Service Operation Functions
        • IT Operation Management
        • Applications Management
        • Technical Management
        • Service Desk
Continual Service Improvement
  • CSI Concepts
    • Objectives/Purpose
    • Value to the Business
    • Seven-Step Improvement Process
    • The Deming Cycle
    • The CSI Model
    • CSI Metrics, CFSs, & KPIs
  • Technology and Architecture
  • Governance
Review
  • Two Sample exams to be given during the course

Target Audience

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

Exam Eligibility

Includes the exam leading to the Foundation Certificate in IT Service Management
  • 60 Minutes
  • 40 Multiple Choice Questions
  • 26/40 to Pass

Planning, Protection and Optimization - Oct 2019 Copy

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management (ITSCM)
  • Information Security Management
  • Demand Management
In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction
  • Purpose, objectives and value of service design
  • The lifecycle in context
  • Service design basics
  • The role of design coordination within PPO
Capacity Management (CM)
  • The purpose and objectives of CM
  • The scope of CM
  • The importance of CM as a process to generate business value
  • CMpolicies, principles and basic concepts
  • The main activities, methods and techniques that enable CM and how they relate to PPO
  • The triggers, inputs, outputs and interfaces of CM and its interfaces with other processes
  • The CM information system and its role in information management
  • How critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful CM
  • Challenges and risks of CM
Availability Management (AM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance of AM as a process to generate business value
  • AM policies, principles andbasic concepts
  • The main activities, methods and techniques that enable AM and how they relate to PPO
  • The triggers, inputs, outputs and interfaces of AM and its interfaces with other processes
  • How AM relates to information management
  • How critical success factorsand key performance indicators can be used to demonstrate theefficiency and effectiveness of successfulAM
  • The challenges and risks associatedAM
IT Service Continuity Management (ITSCM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance if 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 PPO, particularly stages 1-4 of the ITSCM lifecycle:
    • Initiation
    • Requirements and strategy
    • Implementation
    • On-going operation
  • Invocation of ITSCM
  • The triggers, inputs, outputs and interfaces of ITSCM and its interface with other processes
  • How critical success factors and key performance indicators can be used and applied to demonstrateefficiency and effectiveness of the ITSCM process
  • Challenges and risks of ITSCM
Information Security Management (ISM)
  • The purpose and objectives of the process
  • The scope of the process
  • The importance of ISM as a process to generate business value
  • ISM policies, principles and basic concepts
  • The main activities, methods and techniques that enable this process and how they relate to PPO
  • The triggers, inputs. outputs and interfaces of ISM
  • How critical success factors and key performance indicators can be used and applies to demonstrateefficiency and effectiveness of successful ISM
  • Challenges and risks of ISM
Demand Management (DM)
  • Purpose and objectives of DM
  • Scope of DM
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques of DM
  • Triggers, inputs, outputs and interfaces
  • Information management and DM
  • Critical success factors and key performance indicators
  • Challenges and risks of DM
PPO 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 (TIC)
  • 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 considerations for implementing technologies in supporting the processes within PPOpractice, in particular, designing technology architectures
Summary, Exam Preparation and Directed Studies

Class Details

Dates:
  • Five days- includes lecture, exam preparation, and exam
Times: 9 am- 5 pm Class Size:Up to 25 students Price: $2995.00 Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Target Audience

The target group of the ITIL Expert Qualification: Planning, Protection, & Optimization is:
  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation plus the v3 Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of the ITIL Certificate in Planning, Protection and Optimization processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in Capacity Management, Availability Management, ITSCM, Information Security Management, and Demand Management who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITILFoundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus BridgeCertificate) which shall be presented as documentary evidence to gain admission.
  • Can demonstrate familiarity with IT terminology and understand the context of Planning, Protection& Optimization management in their business environment
    • Have exposure to working in a service management capacity within a service provider environment, and have responsibility for at least one of the following management processes:
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management (ITSCM)
    • Information Security Management
    • Demand Management
    It is strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication, in advance of attending training for the certification.
It is also strongly recommended that candidates:

Exam Eligibility

To be eligible for the examination leading to an accredited ITIL Certificate in Planning, Protection and Optimization, the candidate must fulfill the following requirements:
  • At least 30 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
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the BridgeCertificate
  • It is also recommended that students should complete a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and, in particular, the Service Design publication and, specifically, Chapter 2: Service Management as a Practice.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

Service Offerings and Agreements Nov 2019

Course Description

This is a live, instructor-led course that teaches students how to introduce Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management, and Business Relationship Management as integral parts of its overall business-focused Services Framework. This course will help organizations to improve the quality of their IT service management. Students taking this course will improve role-based capabilities and competencies by increasing their understanding of the terminology, processes, roles & functions and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organization can develop and implement complete and fully-integrated, best practice processes and provide the opportunity to sit the ITIL Capability Examination in Service Offerings & Agreements.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT services
  • Business Relationship Managers
In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction
  • The context in the service lifecycle of the SOA processes from the service strategy:
    • Service portfolio management
    • Demand management
    • Financial management for IT services
    • 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, 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 catalog management
    • Service level management
    • Supplier management
  • Understand purpose, 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 process
  • Understand how the SOA processes are the point for understanding and identifying customer requirements
  • Return on investment (ROI), the business case, and the relevance to the SOA processes
  Service Portfolio Management (SPM)
  • Introduction to the service portfolio and its relationship to the service pipeline and service catalog
  • The purpose and objectives of service portfolio
  • 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
  • Challenges and risks
  • Designing the service portfolio
  Service Catalog Management (SCM)
  • The importance of the service catalog to the service lifecycle and its interface to the service portfolio
  • The purpose and objectives of the service catalog
  • The scope of service catalog management
  • The value to business of service catalog 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
  • Challenges and risks associated with the process
  • Production of a service catalog
  Service Level Management (SLM)
  • 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
  • Challenges and risks associated with the process
  • The content of SLAs and OLAs
  Demand Management (DM)
  • The importance of DM to managing services throughout the service lifecycle
  • The purpose and objectives of DM
  • The scope of DM
  • The value to the business of DM
  • 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
  Supplier Management (SM)
  • The purpose and objectives of SM
  • The scope of SM
  • The value to the business of SM
  • 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 (FM)
  • The importance of the process to the service lifecycle
  • The purpose and objectives of FM for IT services
  • The scope of FM for IT services
  • The value to the business of FM 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 Manager (BRM)
  • 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
  SOA Roles and Responsibilities
  • Key roles and responsibilities of SPM
  • Key roles and responsibilities of SCM
  • Key roles and responsibilities of SLM
  • Key roles and responsibilities of DM
  • Key roles and responsibilities of SM
  • Key roles and responsibilities of FM for IT services
  • Key roles and responsibilities of BRM
  Technology and Implementation Considerations (TIC)
  • 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

Target Audience

  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the V2 Foundation plus Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an on-going service improvement program
  • Operational staff involved in Service Portfolio Management; Service Catalog Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities
This may include, but is not limited to, IT professionals, business managers and business process owners.

Course 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.

It is also strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have experience working in the service management capacity within a service provider environment.

It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, in particular, the ITIL Service Strategy publication.

Exam Eligibility

To be eligible for the ITIL Expert Qualification: Service Offerings & Agreements examination, the candidate must have fulfilled the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%