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. This course prepares the student for the internationally recognized Foundation Certification examination. This one hour exam is comprised of forty multiple choice questions and is proctored (on site) by EXIN at the conclusion of class on the second day.
 

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
• Prepare for and take the EXIN accredited ITIL® Foundation Certification exam

Course Benefits:

• Gain a better understanding of what ITIL really is
• Enable your organization to map out a plan to implement ITIL Best Practices
• Prepare for and take the ITIL® Foundation Certification exam

Who should Attend:

• IT, service and support managers
• IT, service and support staff
• Project managers
• Anyone who wants to take the ITIL® Foundation Certification exam
• 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?
• Foundation Certification Exam proctored by EXIN

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 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

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

The ITIL® Service Manager is the highest and most rigorous individual certification for ITIL. This, three-week course is designed to guide the student through an intensive learning process focusing on the understanding of the application of ITIL best practices. The course is open to those individuals with considerable relevant experience in IT service management who have successfully completed their ITIL Foundation Certification. Successful completion of this course leads to the Manager's Certificate in IT Service Management when the student passes the EXIN exams for Service Support and Service Delivery.

The course is based upon the OGC's IT Infrastructure Library (ITIL) publications Best Practice for Service Support (the blue book) and Best Practice for Service Delivery (the red book). Copies of these publications are included in the price of the course. Learning objectives are achieved through intense best practice lecture and advanced case studies. Practical homework assignments are designed to teach the student how to answer the ITIL® Service Manager exam questions.
 

Course Benefits:

• Interactive facilitated discussion
• Practical content
• Real-life examples
• Extensive course documentation
• Networking with other delegates

Who should Attend:

• IT Managers
• IT Service Management Consultants
• Internal IT Consultants
• Process Owners

Course Content:

• Week 1
• IT Service Management Review
• Quality Management Systems
• Configuration Management
• Service Level Management
• Service Desk / Incident Management
• Problem Management
• Week 2
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Change Management
• Release Process
• Week 3
• Instructor lead Exam Review (Monday)
• Service Delivery Exam (Wednesday)
• Service Support Exam (Thursday)

Includes:

• Two weeks of classroom instruction lead by two Manager Certified instructors
• One day of Exam Preparation
• Two-days EXIN accredited exams (Exam Fee included)
• ITIL Service Support and ITIL Service Delivery books

As business needs change, so do the demands on IT.  The challenge: to meet new and growing requirements for IT Services.  In the spring of 2007, a long-awaited update to the best practice guidance of the IT Infrastructure Library™ was released.  Known as ITIL® Version 3 (V3), the books are framed around the Service Lifecycle, taking a holistic approach to managing services and delivering business value.
 
 Propoint Solutions is proud to present this course in partnership with ITSM Academy.  Our V3 Foundation course is a 2.5 day journey through the five (5) stages of the ITIL® Service Lifecycle:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Embedded into the ITIL® V3 Foundation course is ITSM Academy’s unique virtualization, Living the Lifecycle™.  This virtualization brings V3 processes and concepts to life.  Within a virtual business environment, a new web service is introduced and then, as a group, we guide the service through its strategy, design, transition, operation and continual improvement within a virtual business environment.
 
Our ITIL® V3 Foundation course prepares attendees to successfully achieve their Foundation certification.  The independent exam is administered on the third afternoon.
 

Every Foundation Learner Recieves:

• Two-and-one-half days instructor-led education and exercise facilitation
• Learner manual (excellent post-class reference)
• Passing Your ITIL Foundation Exam textbook
• Participation in ITSM Academy’s unique virtualization, Living the Lifecycle
• Reinforcing “Memory Games”
• Sample exams and exam preparation
• In-class Foundation examination
• Daily breakfast pastries and refreshments

Project Management Institute (PMI®) Professional Development Units:

Instructors:

Certification:

Note: ITIL® V2 Foundation training is still offered, and all V2 certificates are still recognized by the industry and remain relevant. We are offering an ITIL® Bridge Workshop, for learners who were educated and / or certified on ITIL® V2 and are interested in discovering the differences between the versions, and the impact to their organization.

ITL Expert®:

Who should Attend:

• IT Leadership
• Key Business Managers
• Network Operations
• Business Process Analysts
• Business Analysts
• IT Consultants
• Project Managers
• Systems Integrators
• Help Desk / Service Desk Managers and Analysts
• Managed Service Providers
• Application Developers
• Solution Providers and Sales Staff

Prerequisites:

Propoint Solutions is proud to present this course in partnership with ITSM Academy.  Our Accredited ITIL® Version 3 (v3) Foundation Bridge Course is a one-day, instructor-led class developed for professionals holding ITIL® Version 2 (v2) Foundation certificates and interested in the new elements of ITIL® v3 and the impact to their organization. The course provides candidates interested in enrolling in advanced courses an accelerated route to v3 knowledge.
 

Course Objectives:

• Understand the differences between v2 and v3
• Explore the ITIL® service lifecycle
• Understand ITIL® v3 key terms and concepts

Prerequisites:

Certification:

ITIL Expert®:

Project Management Institute (PMI) Professional Development Units (PDUs):

Course / Student Material:

• One (1) day of instructor-led education
• Learner manual (excellent post-class reference)
• Participation in unique ITSM Academy memory games
• Exam preparation
• In-class exam

Instructors:

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, presented in partnership with ITSM academy, 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)
• Daily Breakfast Pastries and Refreshments

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, presented in partnership with ITSM academy, 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)
• Daily Breakfast Pastries and Refreshments

 

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, presented in partnership with ITSM academy, 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)
• Daily Breakfast Pastries and Refreshments

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, presented in partnership with ITSM academy, 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)
• Daily Breakfast Pastries and Refreshments