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Wondering whether ITIL v2 or v3 is right for you?

We have many businesses and individual students who chose v2 rather than v3. It all depends on the maturity level of your organization’s current IT processes and what you’re trying to accomplish. Here is what itSMF says in their book Foundations of IT Service Management based on ITIL v3:

• If you are responsible for design, development, or improvement of processes, the best perspective to use is a process perspective (v2).
• If you are responsible for managing SLAs, contracts, and services, the Service Lifecycle perspective (in v3) and its various phases is likely to meet your needs.

We teach and consult using both frameworks depending on the individual needs and circumstances of each client. If your 10 core processes are already mature, you will want v3. If your goal is to develop and implement ITIL processes in your organization, then v2 is your best bet.

Target Audience

• Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization
• IT professionals that are working within an organization that has adopted ITIL, who need to be informed so they can contribute to an ongoing service improvement program.

This may include but is not limited to, IT professionals, business managers and business process owners.

Course Objectives

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:

• Service Management as a practice (Comprehension)
• Service Lifecycle (Comprehension)
• Key Principles and Models (Comprehension)
• Generic Concepts (Awareness)
• Selected Processes (Awareness)
• Selected Roles (Awareness)
• Selected Functions (Awareness)
• Technology and Architecture (Awareness)
• ITIL Qualification scheme (Awareness)

Prerequisites:

None

Examination Format:

Closed book, multiple choice ( 40 questions, 60 minutes duration, 65% or better is required to pass).

Course Delivery

This course is delivered by Propoint Solutions’ EXIN Accredited Trainers (ATs) who each hold the ITIL Expert Certification and the ISO/IEC 20000 Consultant Certification.

This course is delivered over 3 consecutive days from 8:00 Am to 5:00 PM. The exam will be administered in the classroom at 3PM on day 3.

This highly interactive course includes a practical blend of instruction, Q&A, case studies, and sample exams to maximize adult learning and practical application.

All of our ITIL® training is designed to address real-world needs, not merely to help the participant pass the exam and obtain certification.  ITIL® Practitioner Training allows Process Owners to become not only trained, but certified, in their area(s) of expertise. The curriculum delves heavily into strategies for successful implementation and sustainable results.

In five (5) days you will learn to manage, organize and optimize the Service Level Management and Financial Management processes through interactive classroom training.

The class, teaches you to run IT like a business by developing process interfaces, building strong customer relationships, increasing service quality and applying proven fiscal practices.

The course is complemented by detailed case studies and practical process application - 30% lecture and 70% hands-on exercises. Candidates are also evaluated in-course on their presentation and communication skills.
 

Prerequisites

ITIL Expert®

LEARN how to

Course BENEFITS

• Define IT Services and Produce a Service Catalog
• Create Realistic IT and Customer Budgets
• Cost IT Services and Develop an IT Accounting and Charging System
• Draft, Negotiate and Execute Service Level Agreements
• Hands-on Application of the Process Activities through Assessed Practical Assignments
• Identify Opportunities to Continually Improve and Measure the Processes
• Take and pass the exam for the Practitioner's Certificate in Agree and Define

Who should ATTEND

• IT professionals responsible for Service Level and/or Financial Management, including IT Service Managers, Service Level Managers and Financial Managers.
• Internal and External IT Suppliers
• Employees and Managers responsible for executing and managing the tasks for the specific ITIL® processes

Course / Student Materials

• Five Days Instructor Led Training and Exercise Facilitation  (38 Class Hours/20 Study Hours)
• Course Training Manual
• OGC Service Delivery Book (ISBN: 0-11-3300174) - Chapter Assignments Sent at Registration Extensive Case Study and Hands-On Experience in each Process
• Participation in Unique Simulations
• Exam Preparation
• ITIL® Practitioner Certification EXIN Examination
  (120 minutes, 40 question, multiple choice)

All of our ITIL® training is designed to address real-world needs, not merely to help the participant pass the exam and obtain certification.  ITIL® Practitioner Training allows Process Owners to become not only trained, but certified, in their area(s) of expertise. The curriculum delves heavily into strategies for successful implementation and sustainable results.

This five day accredited certification course, demystifies the Availability, Capacity and IT Service Continuity Management processes. The goal of the course is to provide knowledge on managing, organizing and optimizing the delivery of IT services to match current and future business requirements.

The course is complemented by detailed case studies and practical process application - 30% lecture and 70% hands-on exercises. Candidates are also evaluated in-course on their presentation and communication skills.
 

Prerequisites

ITIL Expert®

LEARN how to

Course BENEFITS

• Support Service Level Agreements by ensuring sufficient IT Service availability and performance
• Understand and execute techniques for measuring and improving service availability
• Create an Availability Plan of recommended improvements
• View and manage capacity from a business, service and component perspective
• Create and managing a Capacity Plan for future investments
• Build, manage and execute a plan to continue IT Services in the event of a business interruption
• Take and pass the ITIL® Practitioner Plan and Improve (IPPI) certification exam

Who should ATTEND

• Process managers and practitioners specializing in Availability, Capacity or IT Service Continuity Manager
• Other attendees could include Service Level Managers, Manager/Directors of Operations, ITSM Consultants

Course / Student Materials

• Five Days Instructor Led Training and Exercise Facilitation  (38 Class Hours/20 Study Hours)
• Course Training Manual
• OGC Service Delivery Book (ISBN: 0-11-3300174) - Chapter Assignments Sent at Registration Extensive Case Study and Hands-On Experience in each Process
• Participation in Unique Simulations
• Exam Preparation
• ITIL® Practitioner Certification EXIN Examination (120 minutes, 40 question, multiple choice)

 

All of our ITIL® training is designed to address real-world needs, not merely to help the participant pass the exam and obtain certification.  ITIL® Practitioner Training allows Process Owners to become not only trained, but certified, in their area(s) of expertise. The curriculum delves heavily into strategies for successful implementation and sustainable results.

The courses are complemented by detailed case studies and practical process application - 30% lecture and 70% hands-on exercises.  Candidates are also evaluated in-course on their presentation and communication skills.

This Accredited five (5) day course, focuses on the implementation and management of the Release and Control processes that are responsible for achieving control and stability within an IT infrastructure and include effective Change and Release Management, based on an effective Configuration Management system. It consists of four (4) days of lectures and hands-on activities and one day of exam review with exam. The course will include individual and group assignments required for certification as well as homework.

Attendees will learn how to manage, organize and optimize the Change, Release and Control processes in an organization through interactive classroom training.
 

Prerequisites

ITIL Expert®

LEARN how to

Course BENEFITS

• Develop a detailed understanding of Change, Release and Configuration Management
• Create a comprehensive view of how the processes relate and support each other
• Hands-on application of the process activities through practical assignments
• Identify opportunities to continually improve and measure the processes
• Take and pass the exam for the Practitioner's Certificate in Control and Release

Who should ATTEND

• IT professionals responsible Change, Configuration or Release Management processes
• ITIL® Process Managers, Change Managers and Approvers, Configuration Managers needing in-depth knowledge about ITIL® processes
• Employees and Managers responsible for executing and managing the tasks for the specific ITIL® processes

Course / Student Materials

• Five Days Instructor Led Training and Exercise Facilitation  (38 Class Hours/20 Study Hours)
• Course Training Manual
• OGC Service Support Book (ISBN: 0-11-330015-8) - with required pre-class reading
• Extensive Case Study and Hands-On Experience in each Process
• Participation in Unique Simulations
• Exam Preparation
• ITIL® Practitioner Certification EXIN Examination (120 minutes, 40 question, multiple choice)

All of our ITIL® training is designed to address real-world needs, not merely to help the participant pass the exam and obtain certification.  ITIL® Practitioner Training allows Process Owners to become not only trained, but certified, in their area(s) of expertise. The curriculum delves heavily into strategies for successful implementation and sustainable results.

In five (5) days you will learn to manage, organize and optimize the Service Desk function and Incident and Problem Management processes through interactive classroom training.

This class focuses on developing strong process/function interfaces. The resulting improvements in IT support leads to better customer relationships, faster restoration of service and increased IT Service stability.

The course is complemented by detailed case studies and practical process application - 30% lecture and 70% hands-on exercises. Candidates are also evaluated in-course on their presentation and communication skills.
 

Prerequisites

ITIL Expert®

LEARN how to

Course BENEFITS

• Develop a detailed understanding of Incident, Service Desk and Problem Management
• Create a comprehensive view of how the processes relate and support each other
• Hands-on application of the process activities through practical assignments
• Identify opportunities to continually improve and measure the processes
• Take and pass the exam for the Practitioner's Certificate in Control and Release

Who should ATTEND

• IT professionals responsible for Incident Management, Service Desk and/or Problem Management
• ITIL® Process Managers, Incident Managers, Service Desk Leads/Manager, Configuration Managers needing in-depth knowledge about ITIL® processes
• Employees and Managers responsible for executing and managing the tasks for the specific ITIL® processes

Course / Student Materials

• Five Days Instructor Led Training and Exercise Facilitation  (38 Class Hours/20 Study Hours)
• Course Training Manual
• OGC Service Support Book (ISBN: 0-11-330015-8) - with required pre-class reading
• Extensive Case Study and Hands-On Experience in each Process
• Participation in Unique Simulations
• Exam Preparation
• ITIL® Practitioner Certification EXIN Examination (120 minutes, 40 question, multiple choice)

Target Audience

• Support professionals who desire advanced training for designing, implementing, managing, and optimizing these core service management processes.

Course Description

The primary goal of IT Service Management is to deliver quality services that enable desired business outcomes. To accomplish 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. If you want to increase the value of your IT services to the business, you should focus first on these customer facing processes.

Course Objectives

• How to leverage governance, frameworks, standards, and best practices
• How to design and implement aligned incident management and service request processes
• Trending analysis and root cause techniques for proactive problem management
• A logical approach to implementing an efficient change management process
• Strategies and templates for successful service level management
• How to assess the maturity of your service management processes and develop a roadmap for success

Prerequisites:

• ITIL Foundation training is required prior to attending this course.

Course Delivery

• This course is delivered by Propoint Solutions’ EXIN Accredited Trainers (ATs) who each hold the ITIL Expert Certification and the ISO/IEC 20000 Consultant Certification.

This course is delivered over 2 consecutive days from 8:00 AM to 5:00 PM.

All of our ITIL® training is designed to address real-world needs, not merely to help the participant pass the exam and obtain certification. This two-day (16 hour) interactive course provides a thorough introduction to the ten core ITIL processes of Service Support and Service Delivery as well as the SERVICE DESK function and SECURITY MANAGEMENT.
 

Learn how to:

• Re-engineer existing IT, Service and Support processes to ensure they are aligned with the rapidly changing needs of the business
• Improve efficiency and reduce costs within the IT and Service organizations
• Assess the maturity of the IT and Service processes using the ITIL CMM assessment
• Develop project plans to align people, process and technology
• Establish metrics that validate process improvement initiatives

Course Benefits:

• Gain a better understanding of what ITIL really is
• Enable your organization to map out a plan to implement ITIL Best Practices

Who should Attend:

• IT, service and support managers
• IT, service and support staff
• Project managers
• General working knowledge of and experience with IT, Service and support practices is assumed

Course Content:

• ITIL and IT Service Management Overview
  • Carnegie Mellon University Capability Maturity Model (CMM)
  • Deming Continuous Quality Improvement Model
  • ISO 9000, Six Sigma, Balanced Score Card
  • ITIL Progressive Improvement Model
  • ITIL Terms and Definitions
• Service Support
  • Incident Management
    • Escalations
    • Critical success factors
    • Performance indicators
  • Problem Management
    • Benefits
    • Problem control
    • Error control
  • Configuration Management
    • Inventory, asset and Configuration Management
    • Configuration Management Data Base (CMDB)
    • Definitive Software Library (DSL)
  • Change Management
    • Roles and responsibilities
    • Request for Change (RFC) process
    • The Change Advisory Board (CAB)
    • Estimating impact and resources
    • Performance indicators
  • Release Management
    • When to implement release management
    • Release environments
    • Release types
  • The Service Desk function
    • Service Desk structure
    • Service Desk technology
    • Management reports
• Service Delivery
  • Service Level Management
    • Service Level Agreements
    • Service quality plan
  • Financial Management
    • Establishing a solid IT investment strategy
    • Providing measurable targets for IT services
    • IT accounting concepts
    • Pricing policies
    • Critical success factors
  • Capacity Management
    • Performance management
    • Application sizing & modeling
    • Workload management
    • Success factors
  • Service Continuity Management
    • Identifying services that are critical to the business
    • Risk analysis
    • Emergency response plan
  • Availability Management
    • Business availability requirements
    • Availability measurement
    • SLA compliance data
• Security Management
  • Identify security requirements based on business needs
  • Evaluation process
  • Relationships with other processes
  • Success factors
• ITIL Case Study
• Implementing ITIL – Where do we start?
  • Are we ready?
  • Which processes should we implement?
  • How much will this cost?
  • What tools and technology?
  • What do I measure?
  • How do I know ITIL is working?

This dynamic, interactive, half-day session introduces ITIL® process methodologies and concepts to the executive leadership team within your company.  The course introduces the key ITIL processes and how these processes can be implemented to solve strategic objectives relating to operational efficiency and effectiveness.
 

Learn how to:

• Align IT and Service processes with your rapidly changing business needs
• Improve efficiency and reduce costs within the IT and Service organizations
• Gain the benefit of Service Management Best Practices

Course Benefits:

• Understand the benefits of implementing ITIL
• Learn the Critical Success Factors for implementing ITIL
• Avoid ‘potholes’ along the way

Who should Attend:

• CEOs and CIOs
• Executive staff and other senior management

Course Content:

• A working Knowledge of ITIL Processes and Terminology
• Critical Success Factors for Implementing ITIL
• How to Avoid the ‘potholes’ along the journey
• Next Steps for Implementing Service Management Best Practices

This full-day session is an expanded introduction to ITIL for those who want a deeper working knowledge of the interaction of the ITIL processes and the Service Desk function. This session explores the workings of each process, providing opportunities for group discussion around how these practices might be applied in the daily operations of your organization. The session includes a powerful exercise at the end of the day where attendees are asked to apply what they have learned, giving opportunities to interact with the various ITIL processes and discover how they all work together within the organization. Many companies use this training to kick off ITIL initiatives within their organization.
 

Learn how to:

• Identify strategic business drivers
• Identify organizational barriers
• Use ITIL to solve specific ‘Pain Points’ within your organization

Course Benifits:

• Understand ITIL processes and their interrelationship with one another
• Understand key ITIL language and terminology
• Develop ITIL Process Skills

Who should Attend:

• Project managers and project team members
• IT, service and support managers
• IT, service and support staff
• General working knowledge of and experience with IT, Service and support practices is assumed

Course Content:

• ITIL processes and their interrelationship with each other
• ITIL Language and Terminology
• Identify Strategic Business Drivers
• Identify Organizational Barriers
• Develop ITIL Process Skills through the Exercise
• Learn how ITIL Can Solve Specific “Pain Points” within Your Organization

All of our ITIL® training is designed to address real-world needs, not merely to help the participant pass the exam and obtain certification.  This two day interactive course prepares students to re-engineer existing IT, Service and Support processes to ensure that they are aligned with the rapidly changing needs of the business, while increasing efficiency and reducing costs within the IT, Service and Support organizations.  To meet this objective, students learn how to identify IT services, assess the maturity of IT, Service and Support processes using the ITIL CMM assessment (tools provided), develop project plans to align people, process and technology (samples provided), and establish metrics which validate process improvement initiatives (samples provided).
 

Learn how to:

• Re-engineer existing IT and Service processes to ensure they are aligned with the rapidly changing needs of the business
• Improve efficiency and reduce costs within the IT and Service organizations
• Assess the maturity of the IT and Service processes using the ITIL CMM assessment
• Develop project plans to align people, process and technology
• Establish metrics that validate process improvement initiatives

Course Benefits:

• Understand the benefits of implementing ITIL
• Enable your organization to map out a plan to implement ITIL Best Practices
• Understand key metrics needed to assess project success

Who should Attend:

• IT, service and support managers
• IT, service and support staff
• Project managers
• General working knowledge of and experience with IT, Service and support practices is assumed

Course Content:

• An Introduction to the Benefits of Implementing ITIL
• Passion to Perfection
  • Continuous improvement model
    • Frameworks working together
    • ITIL – Processes align to the business
    • Six Sigma – Continuous Improvement Teams
    • ISO 9000 – Procedures and documentation
  • Where do we want to be
    • Vision statement
    • Dos and don’ts
    • Management commitment
  • Where are we now?
    • CMM Assessment
    • Introduction to tools
    • Live assessment
  • How will we get there?
    • Project plan
    • People (communications, commitment, training)
    • Process (aligning the organization)
    • Technology (enabling tools – requirements and selection)
    • Risks and mitigation recommendations
  • Are we there yet?
    • Metrics
    • Balanced score card
    • Assessing value
    • Projections and credibility
  • Celebration and starting over
• Passion to Perfection Workshop

This high energy, hands-on course is filled with practical guidance, templates, quick wins, tips and tricks for successfully implementing ITIL best practice methodologies.  

Learn how to re-engineer existing IT processes to align them with current and rapidly changing needs of the business, while increasing efficiency and reducing costs within the IT department.  

Key TAKEAWAYS:

• Discover methods to identify IT services
• Assess the maturity of IT processes using the ITIL CMM assessment
• Develop project plans to align people, process and technology
• Establish metrics that validate process improvement initiatives

This course is filled with practical guidance to help you focus on the importance of meeting customer expectations. You'll learn how to successfully implement ITIL best practice methodologies for Service Level Management.  

This high-energy workshop is filled with practical guidance, templates, quick wins, and tricks for successfully implementing ITIL best-practice methodologies for Service Level Management.  

Key TAKEAWAYS:

• Identify your customers
• Determine what your customers need
• Define your IT services
• Develop underpinning contracts (UCs), operating level agreements (OLAs), and service level agreements (SLAs)
• Price your services
• Identify key performance indicators (KPIs) based on your customer's needs
• Conduct SLM performance reviews
• Develop a service improvement plan

Discover why Incident Management is foundational to improving your support center's performance. ITIL defines Incident Management as, "Restoring normal service as quickly as possible, with minimal disruption to the business." This course will help you establish what should be considered "normal service" within your company as well as determine business impact and prioritize incidents to "minimize disruption to the business". This course presents experience-based practical guidance, templates, quick wins, examples, and tricks for successfully implementing ITIL best practice methodologies for Incident Management, service requests, and Problem Management.  

In this comprehensive program, we will examine Incident Management and service requests. This high-energy workshop is filled with practical guidance, templates, quick wins, and tricks for successfully implementing ITIL best-practice methodologies for Incident Management.  

Key TAKEAWAYS:

• Utilize templates and tools to help the restoration process
• Define key performance indicators (KPIs)
• Design and implement the ITIL Incident Management and service request processes

It is time to transition from Incident Management to Problem Management. Use a proactive approach to conduct root cause analysis and correct issues before the customer is impacted. You will learn how to design and implement the ITIL Problem Management process.  

Leverage Incident Management, data, and Problem Management methodologies to take your support center performance to a higher level.  

This high-energy workshop is filled with practical guidance, templates, quick wins, and tricks for successfully implementing ITIL best-practice methodologies for Problem Management.  

Key TAKEAWAYS:

• Identify trends that initiate proactive Problem Management
• Determine when to open a problem record
• Conduct a root cause analysis
• Develop and manage work-arounds
• Identify and report on key performance indicators (KPIs) for the restoration processes: Incident Management, service requests, and Problem Management

ITIL v2 highlighted the CMDB and its relationship to all of the ITIL processes. ITIL v3 recommends that Service Asset and Configuration Management (SACM) be supported by a Configuration Management System (CMS), which is made up of many physical CMDBs integrated by the Federated CMDB.  

This interactive session will cut through the clutter to discuss the real intent and value of the CMDB. We will begin with an overview of what v3 has to say, and then present a practical approach to Configuration Management and the CMDB.  

This high-energy workshop is filled with practical guidance, templates, quick wins, and tricks for successfully implementing ITIL best-practice methodologies for Configuration Management.  

Key TAKEAWAYS:

• Understand the purpose/goal/ objective of Configuration Management
• Understand the value Configuration Management brings to your business or organization
• Understand key concepts such as Configuration Items, Scope, Level, Attributes, and the difference between Asset Management, Inventory Management, and Configuration Management
• Identify and define key roles and responsibilities
• Understand key activities
• Define Critical Success Factors and Key Performance Indicators
• Identify benefits, possible problems, and costs of Configuration Management
• Configuration Management and its relationship to other ITIL processes
• A brief discussion on tools that support Configuration Management
• Top considerations to implementing
• Top 10 things to avoid

Change management is viewed differently depending on who you talk to. To the CIO, it is absolutely imperative to the overall stability of the IT infrastructure. Business units believe they need IT to make changes quickly and without risk/ interruption to meet ever changing business needs in this competitive environment. The IT staff will tell you that Change Management ties their hands and keeps them from doing their job. Who is right?  

This course will help you successfully implement ITIL best-practice Change Management methodologies.  

This high-energy workshop is filled with practical guidance, templates, quick wins, and tricks for successfully implementing ITIL best-practice methodologies for Change Management.  

Key TAKEAWAYS:

• Understand the purpose/goal/ objective of Change Management
• Understand the value Change Management brings to your business or organization
• Understand key concepts such as Classification, Risk Analysis, Forward Schedule of Change, Projected Service Availability, Standard Change Models, How Change Management and Project Management work together, and the Post Implementation Review
• Identify and define key roles and responsibilities
• Understand key activities
• Define Critical Success Factors and Key Performance Indicators for Change Management
• Assess the maturity of your current Change Management process
• Develop a draft Change Management Policy