| Course Name |
Hours |
CEUs |
Content |
| ITIL Awareness |
7.00 |
0.70 |
|
Description: This high level overview course is an inexpensive and effective way to introduce an Executive management team to the concepts, relationships and benefits of an IT Service Management program using well accepted IT frameworks, methods and standards. Who should attend? - Senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.
# of Days:
Setting:
|
| ITIL Foundation with Case Study |
21.00 |
2.10 |
|
Description: This course, based on the ITIL best practice service lifestyle approach, provides IT managers, practitioners and anyone who uses IT services with a practical understanding of the key concepts, principles, processes, and functions that enables successful IT Service Management (ITSM) provision. The course intent is to provide proven practical guidance on how to successfully introduce an integrated ITSM framework and how best practices can be adopted and adapted within a students organization. It also prepares students for the ITIL Foundation Certificate Examination.
# of Days:
Setting:
|
| ITIL Intermediate: Continual Service Improvement (CSI) |
28.00 |
2.80 |
|
Description: Both ITIL and ISO/IEC 20000 emphasize the need to build measurable continual improvement into every stage of the IT Service Lifecycle to ensure continued business alignment and service value. Based on the Continual Service Improvement (CSI) publication within the ITIL core library, this three (3) day instructor-led course focuses on the strategies, concepts and techniques for planning, implementing and optimizing a metrics-driven CSI program to your Service Management initiative. The course culminates with the ITIL V3 Intermediate Continual Service Improvement certification examination.
Embedded into this CSI course is our unique virtualization, Living the Lifecycle. Woven through all of ITSM Academys ITIL V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
# of Days:
Setting:
|
| ITIL Intermediate: Operational Support Analysis Certificate (OSA) |
38.00 |
3.80 |
|
Description: Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
Service Management as a Practice
Service Operation Principals
The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
Specific emphasis on the Service Operation Lifecycle processes and roles included in:
Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
Operational activities of processes covered in other Lifecycle phases such as:
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Capacity Management
Availability Management
Knowledge Management
Financial Management for IT Services, and
IT Service Continuity Management
Organizing for Service Operation which describe functions to be performed within the Service
Operation and Support such as Service Desk, Technical Management, IT Operations
Management and Application Management
Service Operations and Support Service Operation roles and responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and risks
# of Days:
Setting:
|
| ITIL Intermediate: Planning, Protection and Optimization (PPO) |
38.00 |
3.80 |
|
Description: At the end of this course, learners will be able to identify the processes across the Service Lifecycle pertaining to Planning, Protection and Optimization including:
Availability Management
Capacity Management
IT Service Continuity Management (ITSCM)
Information Security Management
Demand Management
Planning, Protection and Optimization roles and responsibilities
Technology and implementation consideration
Challenges, critical success factors and risks
# of Days:
Setting:
|
| ITIL Intermediate: Release, Control and Validation Certificate (RCV) |
35.00 |
3.50 |
|
Description: Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
Service Management as a Practice
Processes across the Service Lifecycle pertaining to the capability of Release, Control and Validation management
Change management as a capability to realize successful service transition
Service validation and testing as a capability to assure the integrity and the quality of service transition
Service asset and configuration management as a capability to monitor the state of service transition
Knowledge management as part of enhancing the on-going management decision support and service delivery capability
Service request fulfillment and evaluation to assure meeting committed service level performance
Release Control and Validation process roles and responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and risks and specifically in the following key ITIL process and role areas
Change management
Service release and deployment management
Service validation and testing
Service asset and configuration management
Knowledge management
Request fulfillment
Service Evaluation
# of Days:
Setting:
|
| ITIL Intermediate: Service Design (SD) |
28.00 |
2.80 |
|
Description: Service Design brings the output of Service Strategy to life by designing new or changed services that satisfy business objectives and are secure, resilient and reliable. Based on the Service Design publication of the ITIL V3 library, ITSM Academys course focuses on the planning, implementing and optimizing of Service Design processes, plans, policies and standards that will be ultimately be used to transition and operate the service in the production environment. The course culminates with the ITIL V3 Intermediate Service Design certification examination.
Embedded into the three (3) day Service Design course is our unique virtualization, Living the Lifecycle. Woven through all of ITSM Academys ITIL V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
# of Days:
Setting:
|
| ITIL Intermediate: Service Offerings and Agreements (SOA) |
38.00 |
3.80 |
|
Description: The primary goal of IT Service Management is to deliver quality IT services that enable desired business outcomes. To do this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers and maintaining fiscal responsibility and sound IT investments. The ITIL Version 3 (V3) Capability Course - Service Offerings and Agreements (SOA) - provides the best practice process knowledge required to navigate these waters towards the safe harbor of customer satisfaction and continual service improvement.
Embedded into the five (5) day SOA course is our unique virtualization, Living the Lifecycle. Woven through all of ITSM Academys ITIL V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
Discuss and understand pure ITIL concepts
Apply concepts to a neutral real world situation
Learn different perspectives
Reinforce examinable concepts
# of Days:
Setting:
|
| ITIL Intermediate: Service Operation (SO) |
28.00 |
2.80 |
|
Description: This course is intended for those involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. We also cover the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management and the use of underpinning tools and technologies.
Embedded into the three (3) day, instructor-led, Service Operation course is our unique virtualization, Living the Lifecycle. Woven through all of ITSM Academys ITIL V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
# of Days:
Setting:
|
| ITIL Intermediate: Service Strategy (SS) |
28.00 |
2.80 |
|
Description: Service Strategy is the axis upon which the other stages of the IT lifecycle are based. It is in this stage that the high level strategic, investment and business value(s) of each service is considered and weighed against other existing and proposed services. Based on the Service Strategy publication of the ITIL V3 library, ITSM Academys course focuses on the planning, implementing and optimizing of Service Strategy concepts and processes. The course culminates with the ITIL V3 Intermediate Service Strategy certification examination.
Embedded into the three (3) day course is our unique virtualization, Living the Lifecycle. Woven through all of ITSM Academys ITIL V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
# of Days:
Setting:
|
| ITIL Intermediate: Service Transition (ST) |
28.00 |
2.80 |
|
Description: The difference between a successful and failed IT Service often lies in the quality of its transition from the development to the production environment. Based on the Service Transition publication of the ITIL library, ITSM Academys course focuses on the planning, implementing and optimizing of the processes and structure of the Service Transition stage of the IT Service Lifecycle. The course culminates with the ITIL Intermediate Service Transition certification examination.
Embedded into the three (3) day, instructor-led, Service Transition course is our unique virtualization, Living the Lifecycle. Woven through all of ITSM Academys ITIL Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
# of Days:
Setting:
|
| ITIL Managing Across the Lifecycle (MALC) |
35.00 |
3.50 |
|
Description: As the capstone course for the ITIL Qualification Scheme, this highly-interactive course uses 15 innovative assignments to evolve candidates from ITIL content knowledge to ITIL application and integration knowledge. Facilitated by our most seasoned instructors, these assignments, require candidates to apply their ITIL knowledge to real-world activities such as analyzing a situation, identifying improvement opportunities, prioritizing those opportunities, and presenting a business case for improvements. Most assignments are based on the case study used for the exam. This allows candidates to acquire an in-depth understanding of the case study by putting it into action.
# of Days:
Setting:
|
| ITIL Wallstreet Business Simulation Game |
7.00 |
0.70 |
|
Description: This course includes a real life case study to enhance the training. Our Wallstreet game has been attended by over 100.000 students and proved to be a learning tool with high impact.
The Wallstreet game is a great tool to introduce IT managers into ITIL in a very short period of time and in a fun way. This one day sessions includes presentations on IT market developments, supported by the game. Within minutes the group (8 to 15) people start working together working through the tools provided. This is a great tool for group building, and to learn fundamental practices in ITIL.
# of Days:
Setting:
|