 | Managers v2 to v3 Diploma | |
This bridging course covers the differences between ITIL v2 and v3 for CIOs, IT Managers and other IT professionals. You must hold an ITIL Manager's Certificate in IT Service Management from a previous version of ITIL.
There is a 90 minute scenario based multiple choice examination with 20 questions at the end of the course. The exam is closed book. Successful delegates gain the new ITIL v3 Diploma.
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 | Foundation in Service Management | | This course is suitable for IT managers and practitioners. It provides a practical introduction to IT Service Management as defined in ITIL. It leads to the ITIL Foundation Certificate.
The examination is a one-hour closed book multiple-choice paper, containing 40 questions. | |
 | Lifecycle Continual Service Improvement | |
This course is for people working in an IT support function, and covers:
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Improving existing processes to deliver enhanced services
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 | Lifecycle Service Design | |
This course is for people working in an IT support function, and covers policy, planning and implementation through:
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Availability
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Capacity
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Continuity
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Service level management
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Outsourcing
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| Lifecycle Service Operations | |
Service Operations focuses on supporting operations day-to-day. It will focus upon all of the functions and processes required to deliver effective and efficient services that have completed the Service Strategy, design and Transition phases; Service Operations will deal with the day to day requirements of the business and how these should be handled and dealt with ranging from the Service Desk and request fulfilment through to incident and problem management. It also introduces the operation management functions:
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Technical
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Operational
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Facilities management
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Application management
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| Lifecycle Service Strategy | |
This course is for people working in an IT support function, and covers strategies, Policies and constraints:
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How to create and implement strategy
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Manage a service portfolio
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Perform financial management
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Determine return on investment
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| Lifecycle Service Transition | |
Service Transition focuses on introducing new or changed services into the "live environment" and the transition from development into live and the associated documentation, processes, procedures an early life support.
The course includes a detailed look at:
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Service Asset and Configuration Management
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Knowledge Management
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Change Management
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Release and Deployment
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Service Validation
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Testing and Evaluation
It also looks at how services are managed through the Transition phase and what these roles should expect to receive and what they should be preparing for in transition into Service Operations. There is discussion on the value of transition to the business and the requirement to assist in the continual service improvement of these processes.
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| Capability Operational Support & Analysis | |
This course is for people working in an IT support function, and covers:
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Event Management
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Incident Management
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Request Fulfillment
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Problem Management
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Access Management
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Service Desk
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Technical Management
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IT Operations Management
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Application Management
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| Capability Planning, Protection & Optimisation | |
This course is for people working in an IT support function, and covers:
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Availability Management
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Capacity Management
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IT Service Continuity Management
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Demand Management
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Risk Management
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Information Security Management
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| Capability Release Control & Validation | |
This course is for people working in an IT support function, and covers:
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Change Management
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Service Release and Deployment Management
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Service Validation and Testing
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Service Asset and Configuration Management
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Knowledge Management
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Service Evaluation
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| Capability Service Offerings & Agreements | |
This course is for people working in an IT support function, and covers:
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Service Portfolio Management
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Service Level Management
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Service Catalogue Management
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Demand Management
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Supplier Management
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Financial Management
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