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IT Service Management & Governance



IT Training

 

 

ITIL is the acronym for Information Technology Infrastructure Library. It consists in a set of practices for IT service management that focuses on aligning IT services with the business needs. In its current form, ITIL is published as a series of five core volumes, each one covering a different ITSM lifecycle stage.

ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

 

There are four levels of certification within the ITIL qualification scheme: Foundation, Intermediate, Expert and Master.

 

Foundation Level: this course is the entry level for the ITIL Certification path. It is mandatory to approve the exam before you can progress to the next level. The ITIL Foundation certificate is worth 2 credits in the ITIL® Qualification scheme.


Intermediate Level - Lifecycle Stream: These courses are aimed towards candidates who will implement and manage ITIL processes.  They take a management perspective of an individual lifecycle phase. Each Lifecycle exam is worth 3 credits in the ITIL® Qualification scheme.


Intermediate Level - Capability Stream: These courses are aimed towards candidates who will be executing ITIL processes on a day to day basis. Each Capability exam is worth 4 credits in the ITIL® Qualification scheme.


Expert Level: Candidates interested in achieving this level of certification, need a total of 22 credits. The final course that must be taken to reach the ITIL Expert level is called Managing Across the Lifecycle. Successful exam is worth 5 credits in the ITIL® Qualification scheme.


Master Level: This level Involves preparing a detailed overview of your  work in Service Management. This will be reviewed by a panel of industry experts , who will invite you to an interview to present  and discuss your overview. Since it is based on experience, here is no training to support the ITIL Master Level.

 

ITIL Awareness

The ITIL Awareness workshop provides a high level overview of IT Service Management and IT Service Management Best Practices based on ITIL. Participants will learn the principles, core elements and benefits of the Service Lifecycle approach to IT Service Management according to ITIL. This course can be given as a lecture only or with a Service Management simulation experience.

The ITIL simulation is a unique approach to enhancing the Service Lifecycle learning experience. It allows to experience how Service Management can be of benefit to an organization. At the end of this course you will gain a basic understanding of the main processes, relationships, benefits and challenges of ITIL, as well as insight into the holistic Service Lifecycle approach that forms the core of ITIL and understand how these processes contribute to making an IT organization manageable.

Audience: IT Professionals, IT Support Staff, Application, Project and Business Managers, any member of an IT team involved in the delivery of IT Services. Any other Professionals interested in understanding the ITIL framework.

Duration: Tailored. This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Foundation

This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. It also introduces the principles and core elements of IT service management (ITSM) based on ITIL. ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. At the end of this course you will be able to identify the principles and concepts of IT Service Management based on ITIL; identify the best practices of implementing ITIL in an organization; define the terminology used in ITIL; identify the concepts and definitions used in the service lifecycle; define service strategy, service design, service operations, service transition and continual service improvement concepts; define the roles, processes, and components within key areas of IT Service Management based on ITIL and prepare the student to take the ITIL Foundation Certification exam (optional).

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

Duration: 3 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Lifecycle Stream

The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream. The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it.This is composed by the following corses: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

 

ITIL Intermediate Service Lifecycle Stream Service Strategy

The ITIL® SS Service Strategy course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Strategy Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. At the end of this course you will learn the logic of value-creation within the context of the ITIL Service Lifecycle; Strategic assets of an organization and their performance potential for serving particular customers or market spaces (internal or external); Formal definitions of services suitable for planning and execution across the Service Lifecycle; service valuation, demand modeling, service provisioning and analysis, and business impact analysis; Service Portfolio Management, methods and processes related to service management and services; High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle; how service strategy is driven through and informed by other elements of the Service Lifecycle.

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

Duration: 4 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Lifecycle Stream Service Design

The ITIL® SD Service Design course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Design Intermediate exam as well as provide valuable knowledge that can be implemented in the workplace. At the end of this course you will learn Service Design principles and service composition; activities and techniques within requirements engineering; functional roles analysis and use of the RACI matrix; the types of tools that would benefit Service Design; activities and techniques associated with Application Management; Designing supporting systems, especially the Service Portfolio; Business Service Management (BSM) and Service Oriented Architecture (SOA) principles.

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

Duration: 4 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Lifecycle Stream Service 

 The ITIL® ST Service Transition course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Transition Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. At the end of this course you will learn Service Transition principles; Change Management within Service Transition; Implementation and Improvement concepts; Service Transition Activities  and Processes; Designing supporting systems, especially the Service Portfolio; Technology Considerations; Management of Cultural change, risks  and value.

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

Duration: 4 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Lifecycle Stream Service Operation

The ITIL® SO Service Operation course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. At the end of this course you will learn Service Transition principles; Change Management within Service Transition; implementation and improvement concepts; Service Transition activities and processes; designing supporting systems, especially the service portfolio; technology considerations; management of cultural change, risks and value.

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

Duration: 4 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Lifecycle Stream Continual Service Improvement

The ITIL® CSI Continual Service Improvement course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Continual Service Improvement Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. At the end of this course you will learn the purpose and objectives of Continual Service Improvement; how Continual Service Improvement integrates with the stages in the Lifecycle and depends upon an understanding of change within an organization; the nature of the activities and the skills required for the 7 step improvement process; how tools can assist some or all of the activities in the Continual Service Improvement process; and the challenges facing Continual Service Improvement.

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

Duration: 4 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Capability Stream

The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream. The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum, but the primary focus is on the process activities, execution and use throughout the Service Lifecycle.

The Service Capability stream is composed by the following courses: OSA Operational Support & Analysis, PPO Planning Protection & Optimization, RCV Release Control & Validation and SOA Service Offerings & Agreements.

 

ITIL Intermediate Service Capability Stream Operational Support & Analysis

The ITIL® OSA Operational Support & Analysis course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Operational Support & Analysis Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. At the end of this course you will learn the concept of Service Management as a practice; the role of processes in the Lifecycle; the purpose, goal and objectives of the Event Management Process, Incident Management Process, Project Management Process, the Request Fulfillement Process and the Access Management Process; the Service Desk Role and concepts; and how to plan and implement Service Management technologies.

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

Duration: 5 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Capability Stream Planning, Protection & Optimization

The ITIL® PPO Planning, Protection & Optimization course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Planning, Protection & Optimization Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. At the end of this course you will learn the concept of Service Management as a practice; the functions and processes across the Lifecycle; the purpose, goal and objectives of Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management and Demand Management; and technology implementation considerations.

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

Duration: 5 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Capability Stream Release, Control & Validation

The ITIL® RCV Release, Control & Validation course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Release, Control & Validation Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. At the end of this course you will learn the concept of Service Management as a practice; the purpose, goal and objectives of the Change Management Process; the purpose of the SACM process and the goal of Configuration Management; the use of a Configuration Management System (CMS), and its major components in supporting the effective execution of SACM process; the purpose, goal, objectives and scope of the RDM and KM processes, Service Evaluation processes and Request Fulfillment processes; the purpose, goal and objectives of the SVT process.

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

Duration: 5 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Intermediate Service Capability Stream Service Offerings & Agreements

The ITIL® SOA Service Offerings & Agreements course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Service Offerings & Agreements Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. At the end of this course you will learn the purpose, goal and objectives of the Service Level Management (SLM) process; the concept of Service Management as a practice; the functions and processes across the Lifecycle; the Service Portfolio and its relationship with the Service Catalogue and Service Pipeline; the purpose, goal and objectives of Service Catalog Management, Demand Management, Supplier Management and Financial Management; and technology implementation considerations.

Audience: IT Managers, Operational staff and anyone requiring a deeper knowledge of or who is involved in the Service Offerings & Agreements cluster of processes and functions.

Duration: 5 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.

 

ITIL Expert Managing Across the Lifecycle

The ITIL® MALC Managing Across the Lifecycle course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL Managing Across the Lifecycle exam. The course prepares candidates to take the ITIL® Managing Across the Lifecycle Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

At the end of this course you will learn to manage the planning and implementation of IT Service Management; Lifecycle positioning and transition; how to achieve business value with people, process and function; challenges, critical success factors and risks to service management; Risk Management; Lifecycle project assessment; Management of strategic change and understanding complementary industry guidance.

Audience: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who and others who require a deeper knowledge of or who is involved in managing services across the different lifecycle phases.

Duration: 5 days (or tailored). This course may also be customized into a workshop accordingly to your requirements, so you can take advantage of a more flexible structure.