itil expert track(osa,soa,ppo,rcv) + malc offerd by nbizinfosol.com

Course Title

ITIL® V3 Capability: Planning, Protection &

Optimization

Course Introduction

The ITIL Intermediate Qualification: Planning,

Protection and Optimization (PPO) Certificate is a

freestanding qualification, but is also part of the ITIL

Intermediate Capability stream, and one of the

modules that leads to the ITIL Expert in IT Service

Management Certificate.. The purpose of this

training module and the associated exam and

certificate is, respectively, to impart, test, and

validate the knowledge on industry practices in

Service Management as documented in the ITIL

Service Lifecycle core publications.

The ITIL Certificate in Planning, Protection and

Optimization is intended to enable the holders of the

certificate to apply the practices during the Service

Management Lifecycle.

Target Group

The target group of the ITIL Certificate in Planning, Protection and Optimization is:

Individuals who have attained the V3 ITIL

Foundation certificate in Service Management, or the V3 Foundation Bridge

certificate and who wish to advance to

higher level ITIL certifications.

Individuals who require a deep

understanding of ITIL Certificate in the

Service Offerings and Agreement processes

and how it may be used to enhance the

quality of IT service support within an

organization.

IT professionals that are working within an

organization that has adopted and adapted

ITIL who need to be informed about and thereafter contribute to an ongoing service

improvement programmed

Operational staff involved in Capacity

Management, Availability Management,

ITSCM, Information Security Management,

Demand Management, Risk Management, who

wish to enhance their role-based capabilities.

This may include but is not limited to, IT

professionals, business managers and business process owners.

Learning Level Advanced Course Duration 4 Days (8 Hours/day)

The benefits and business value that can

be gained from Availability Management within PPO practices.

Course Objectives

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 practice elements within

Planning, Protection and Optimization

Capacity management as a capability to realize successful service design

Availability management as a capability to realize successful service design

IT Service Continuity Management as a

capability to support overall Business

Continuity Management

Information security management as part

of the overall corporate governance

framework

Planning, Protection and Optimization roles

and responsibilities Technology and Implementation

Considerations

Challenges, Critical Success Factors and risks

And specifically in the following key ITIL process and role areas

Capacity Management

Availability Management IT Service Continuity Management

Information Security Management

Demand Management Challenges, Critical Success Factors and

Risk Management For Service Planning,

Protection and Optimization

Course Outline:

Learning Unit PPO01: Introduction to

Planning, Protection and Optimization

Bloom’s Level 2 Objectives – Full understanding of

PPO terms and core concepts

The concept of Service Management as a practice and how it delivers value to

customers and the business

The underpinning PPO processes and

functions that support the Service Lifecycle What makes up the Service Capability

cluster “Planning, Protection and

Optimization” (i.e. which phase of the

Service Lifecycle contribute to this

capability and how they all interact) and its specific focus on Service Design.

Learning Unit PPO02: Capacity Management

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret

principles and relationships

The end-to-end process flow for Capacity

Management inclusive of its design

strategy, components, activities, roles and

operation, organizational structure and its

interfaces with other processes

A measurement model and the metrics that would be used to support Capacity

Management within PPO practices


be gained from Capacity Management. Learning Unit PPO03: Availability

Management

Bloom’s Level 4 Objectives – Support problem

solving by putting theory into practice, interpret

principles and relationships The end-to-end process flow for Availability

Management inclusive its design strategy,

components, activities, roles and



A measurement model and the metrics that

would be used to support Availability


Learning Unit PPO03: Availability

Management Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret


The end-to-end process flow for Availability

Management inclusive its design strategy, components, activities, roles and operation,

organizational structure and its interfaces with

other processes

The benefits and business value that can be gained from Availability Management


would be used to support Availability


Learning Unit PPO04: IT Service Continuity

Management (ITSCM) Bloom’s Level 4 Objectives – Support problem


principles and relationships The end-to-end process flow for ITSCM

inclusive its design strategy, components,

activities, roles and operation,

organizational structure and its interfaces

with other processes

The four stages of ITSCM (i.e. Initiation,

Requirements and Strategy,

Implementation and Ongoing Operation)

and how each can be used to support PPO

A measurement model and the metrics that would be used to support ITSCM within

PPO practices


be gained from ITSCM

Learning Unit PPO05: Information Security

Management



The end-to-end process flow for Security






would be used to support Security


The benefits and business value that can be gained from Security Management

Learning Unit PPO06: Demand Management Bloom’s Level 4 Objectives – Support problem


principles and relationships The end-to-end process flow for Demand


strategy,

components, activities, roles and operation,

organizational structure and its interfaces with

other processes Activity-based Demand Management as it

relates to business and user activity

patterns and how these contribute to Core

and Service Level packages


be gained from Demand Management in

support of PPO.

Learning Unit PPO07: Challenges, Critical

Success Factors and Risks



principles and relationships The challenges and risks (e.g. staff,

funding, management, etc.) in relation to:

Capacity, Demand, Availability, ITSCM and

Security Management and how each

challenge can be addressed

Critical Success Factors related to Capacity, Demand, Availability, ITSCM and Security

Management and how to measure and

monitor them for each process and activity

The challenges and risks as well as related

Critical Success Factors that are associated with Service Design in its alignment with

PPO

Learning Unit PPO08: Planning, Protection

and Optimization Roles and Responsibilities Bloom’s Level 4 Objectives – Support problem



The roles and responsibilities related to

Capacity, Availability, ITSCM and Information Security Management, how

they fit and are used within the Service

Design organization to support PPO

Learning Unit PPO09: Technology and

Implementation Considerations



principles and relationships Service Management tools, where and how

they would can used within PPO for process

implementation The types of tools that support Service

Design as related to PPO

What best practices should be used in

order to alleviate challenges and risks

when implementing Service Management

technologies and designing technology

architectures

Contact Us

Phone: 097126507983

Fax: 097126507984

Email: [email protected]

Mobile: 0506156289

mailto:[email protected]

Course Title

ITIL® V3 Capability: Operational Support &

Analysis

Course Introduction

The ITIL Intermediate Qualification: Operational

Support and Analysis (OSA) Certificate is a




Management Certificate. The purpose of this training

module and the associated exam and certificate is,

respectively, to impart, test, and validate the

knowledge on industry practices in Service

Management as documented in the ITIL Service

Lifecycle core publications.

The ITIL Certificate in Operational Support and

Analysis is intended to enable the holders of the

certificate to apply the practices in resolution and

support of the Service Management Lifecycle.

Target Group

The target group of the ITIL Expert Qualification:

Operational Support and Analysis is:


Foundation certificate in Service

Management, or the V2 Foundation plus the

V3 Foundation Bridge certificate and who

wish to advance to higher level ITIL

certifications.

Individuals who require a deep understanding

of ITIL Certificate in Operational Support

and Analysis processes and how it may be

used to enhance the quality of IT service

support within an organization.



ITIL who need to be informed about and

thereafter contribute to an ongoing service


Operational staff involved in Event

Management Process, Incident Management

Process, Request Fulfillment Process,

Problem Management Process, Access

Management Process, Service Desk,

Technical Management, IT Operations

Management and Application Management


professionals, business managers and business

process owners.

Learning Level

Advanced Course Duration 4 Days (8 Hours/day)

Course Objectives




this certification:

Service Management as a Practice

Service Operation Principals

The Processes pertaining to Operational

Support and Analysis across the Service

Lifecycle

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

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 Fulfillment 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

be gained from Access Management as related to OSA

Course Outline

Learning Unit OSA01: Introduction to

Operational Support and Analysis

Bloom’s Level 2 Objectives – Full understanding of Operational Support and Analysis (OSA) terms

and core concepts

The concept of Service Management as a practice

How it delivers value to customers and the

business

The underpinning processes and functions

that support the Service Lifecycle Which stages of the Service Lifecycle

contribute to Operational Support and

Analysis how they interact

Learning Unit OSA02: Event Management




The Event Management process inclusive of its design strategy, components, activities,

roles and operation including its

organizational structure as well as any interfaces with other processes

Efficient Event Management and provide

examples of how it is used to ensure

Quality Service within OSA


be gained from Event Management

Learning Unit OSA03: Incident Management



principles and relationships The Incident Management process inclusive

of its design strategy, components,

activities, roles and operation including its

organizational structure as well as any


The measurement model and the metrics that would be used to support Incident

Management within OSA practices


be gained from Incident Management

Learning Unit OSA04: Request Fulfillment


solving by putting theory into practice, interpret principles and relationships

The Request Fulfillment process inclusive of its design strategy, components, activities,




The measurement model and the metrics

that would be used to support Incident


The Benefits and business value that can be gained from Request Fulfillment as

related to OSA

Learning Unit OSA05: Problem Management




The end-to-end process flow for Problem

Management inclusive of design strategy,

components, activities, roles and operation including its organizational structure as

well as any interfaces with other processes

A measurement model and the metrics that would be used to support Problem


The benefits and business value that can be gained from Problem Management

Learning Unit OSA06: Access Management Bloom’s Level 4 Objectives – Support problem


principles and relationships The end-to-end process flow for Access

Management process inclusive of design


operation including its organizational structure as well as any interfaces with

other processes


would be used to support Access



Learning Unit OSA08: Functions

Learning Unit OSA07: The Service Desk




The complete end-to-end process flow for

the Service Desk function inclusive of

design strategy, components, activities and

operation as well as any interfaces with

other processes or lifecycle phases

The Service Desk validation components

and activities (e.g. Service Desk role,

organizational structures, challenges,

issues safeguards, etc.) and how these test components are used to ensure Quality

Service within OSA


would be used to support the Service Desk

function within OSA practices

Learning Unit OSA09: Technology and

Implementation considerations


solving by putting theory into practice, interpret principles and relationships

Technology requirements for Service

Management tools and where/how they

would be used within OSA for process

implementation

What best practices should be used in order to alleviate challenges and risks

when implementing Service Management

technologies




The end-to-end process flow for OSA Functions (i.e. Technical Management, IT

Operations Management, and Applications Management) inclusive of design strategy,

objectives, components, activities, roles

and operation including its organizational

structure as well as any interfaces with

other processes


be gained from functions as related to OSA

Contact Us

Phone: 097126507983

Fax: 097126507984


Mobile: 0506156289


Course Title

ITIL® V3 Capability: Release, Control & Validation

Course Introduction

The ITIL Intermediate Qualification: Release,

Control and Validation (RCV) Certificate is a free-

standing qualification, but is also part of the ITIL









The ITIL Certificate in Release, Control and

Validation is intended to enable the holders of the



Target Group

The target group of the ITIL Expert Qualification:

Release, Control and Validation is:



Management, or the V2 Foundation plus the

V3 Foundation Bridge certificate and who

wish to advance to higher

level ITIL certifications.


of ITIL Certificate in Release, Control and

Validation processes and how it may be used

to enhance the quality of IT service support

within an organization.






Operational staff involved in Change

Management, Release and Deployment

Management, Service Validation and

Testing, Service Asset and Configuration

Management, Request Fulfillment, Service

Evaluation and Knowledge Management,

who wish to enhance their role based

capabilities.



process owners.

Learning Level

Advanced Course Duration 4 Days (8 Hours/day


be gained from Change Management

Course Objectives




this certification:


Processes across the Service Lifecycle

pertaining to the capability of Release,

Control and Validation management

Change management as a capability to realise

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 fulfilment and evaluation to

assure meeting committed service level

performance

Release Control and Validation process roles

and responsibilities

Technology and Implementation Considerations


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 fulfilment

Service Evaluation

Course Outline

Learning Unit RCV01: Introduction to

Release, Control and Validation (RCV)


RCV terms and core concepts

The concept of Service Management as a

practice and how it delivers value to

customers and the business


that support the Service Lifecycle What makes up the Service Capability RCV

cluster (i.e. which stages of the Service

Lifecycle contribute to this capability and

how they interact) and its specific focus on

Service Transition.

Learning Unit RCV02: Change Management Bloom’s Level 4 Objectives – Support problem


principles and relationships The end-to-end process flow for Change



operation including its organizational

structure and the interfaces with other

processes


would be used to support Change

Management within RCV practices

Learning Unit RCV03: Service Asset and

Configuration Management Bloom’s Level 4 Objectives – Support problem



The end-to-end process flow for Asset and Configuration Management inclusive of its

design strategy, components, activities,

roles and operation including its organizational structure and the interfaces


A measurement model and the metrics that would be used to support Service Asset

and Configuration Management within RCV

practices


be gained from Service Asset and Configuration Management

Learning Unit RCV04: Service Validation and

Testing (SVT)



The end-to-end process flow for SVT

process inclusive of its design strategy,

components, activities, roles and operation

including its organizational structure as

well and the interfaces with other processes

SVT testing perspectives (e.g. Test

requirement, conditions, environments,

data, etc.) and how these test components

are used to ensure service quality The benefits and business value that can

be gained from SVT as related to RCV

Learning Unit RCV05: Release and

Deployment Management




• The end-to-end process flow for Release and

Deployment Management inclusive of its design


operation including its organizational structure

and the


The Release and Deployment model and

related activities (e.g. design, planning,

build, pilots, test, transfer, deployment, retirement, etc.) and how these activities

ensure service quality


be gained from Release and Deployment Management

Learning Unit RCV06: Request Fulfillment Bloom’s Level 4 Objectives – Support problem


principles and relationships The end-to-end process flow for Request

Fulfillment inclusive of its design strategy,


including its organizational structure and

the interfaces with other processes (e.g.

Incident and Release)

The Request Fulfilment model and related activities (e.g. effectiveness of designs,

changes, performance, etc.) and provide

examples of how these activities help to ensure Quality Service within RCV


be gained from Request Fulfillment

Management

Learning Unit RCV07: Evaluation




The end-to-end process flow for Evaluation inclusive of its design strategy,


including its organizational structure and

the interfaces with other processes

The Evaluation model and related activities

(e.g. effectiveness of designs, changes,

performance, etc.) and how these activities

help to ensure service quality

Learning Unit RCV08: Knowledge Management



principles and relationships The end-to-end process flow for Knowledge

Management inclusive of its design strategy, components, activities, roles and

operation including its organizational

structure and the interfaces with other

processes (e.g. CSI processes)

The Knowledge Management model and

related activities (e.g. DIKW, stakeholder

management, metrics, etc.) and how these activities help to ensure service quality


be gained from Knowledge Management Learning Unit RCV09: Release, Control and

Validation Roles and Responsibilities Bloom’s Level 4 Objectives – Support problem


principles and relationships The roles and responsibilities related to

Change Management, Service Asset and

Configuration Management, Service

Validation and Testing, Release and Deployment Management, Request

Fulfillment, Evaluation, and Knowledge

Management. Where and how these are

used, as well as, how they fit within the

Service Transition organization

Learning Unit RCV10: Technology and

Implementation Considerations Bloom’s Level 4 Objectives – Support problem



The technology requirements for Service Management tools, where how these would

be used within RCV for process

implementation (e.g. Knowledge Management and Service Asset and

Configuration Management)

The need and benefits of tools that support

Service Transition as related to RCV

Implementing processes including planning

and managing Change, Service Operation,

project management, risk management, and staff considerations.

What best practices such as the “Deming

Cycle” should be used in order to alleviate

challenges and risks when implementing

Service Management technologies as well

as designing technology architectures

Contact Us

Phone: 097126507983

Fax: 097126507984


Mobile: 0506156289


Course Title

ITIL® V3 Capability: Service Offerings &

Agreements Course Introduction

The ITIL Intermediate Qualification: Service

Offerings and Agreements (SOA) Certificate is a










The ITIL Certificate in Service Offerings and

Agreements is intended to enable the holders of the



Target Group

The target group of the ITIL Certificate in Service

Offerings and Agreements is:



Management, or the V3 Foundation Bridge

certificate and who wish to advance to higher

level ITIL certifications.


of ITIL Certificate in the Service Offerings

and Agreement processes and how it may be

used to enhance the quality of IT service

support within an organisation.


organisation that has adopted and adapted



improvement programme

Operational staff involved in Service Portfolio Management; Service Catalogue

Management; Service Level Management;

Demand Management; Supplier

Management; Financial Management and

Business Relationship Management who

wish to enhance their role-based capabilities.



process owners.

Learning Level Advanced Course Duration 4 Days (8 Hours/day)

Course Objectives




this certification:


Business Relationship Managers who have

responsibility to represent customers and

ensure the Service Catalogue and Portfolio

have the right needs

Operational activities of processes covered in

other Lifecycle phases such as Incident and

Change Management

Organizing for Service Operation which

describe functions to be performed within

Service Offerings and Agreement

Service Offerings and Agreement roles and

responsibilities

Technology and Implementation

Considerations


risks

CSI as a consequence of effective Service

Offerings and Agreement

Processes across the Service Lifecycle pertaining to

the Service Offerings and Agreement curriculum:

Service Portfolio Management which

provides documentation for services and

prospective services in business terms

Service Catalogue Management which is

concerned with the production and

documentation of the Service Catalogue from

a business and a technical viewpoint

Service Level Management which sets up a

Service Level Agreement (SLA) structure

and ensures that all SLAs have an

underpinning support structure in place

Demand Management which identifies

Patterns of Business Activity to enable the

appropriate strategy to be implemented

Supplier Management which ensures all

partners and suppliers are managed in the

appropriate way and includes contract

management

Financial Management which includes

ensuring understanding of the service value

and the management of all financial

considerations

Course Outline

Learning Unit SOA01: Introduction to Service

Offerings and Agreements


Service Offerings and Agreements (SOA) terms

and core concepts Service Management as a practice

How it delivers value to customers and the

business


that support the Service Lifecycle Which stages of the Service Lifecycle

contribute to Service Offerings and

Agreements and how they all interact. Learning Unit SOA02: Service Portfolio

Management Bloom’s Level 4 Objectives – Support problem



Service Portfolio Management inclusive of its design strategy, components, methods,

activities, roles and operation including its organizational structure and the interfaces


Service Portfolio Management in

relationship to the Service Catalogue and

Service Pipeline and how these support

SOA

The benefits and business value from

Service Portfolio Management

Learning Unit SOA03: Service Catalogue

Management




Service Catalogue Management inclusive of its design strategy, components, activities,


organizational structure and the interfaces


Service Catalogue in relationship to the

Service Portfolio, the Business Catalogue,

the Technical Service Catalogue and how

these components are used to ensure

quality service within SOA Metrics and Critical Success Factors (CSFs)

associated with Service Catalogue

Management in support of SOA

Learning Unit SOA04: Service Level

Management Bloom’s Level 4 Objectives – Support problem


principles and relationships Service Level Management (SLM) inclusive

of design strategy, components, activities,

roles and operation including its organizational structure as well as any


SLM components and activities including

Service Level Agreements (SLAs)

structures, Service Level Requirements (SLRs), Operational Level Agreements

(OLAs), Critical Success Factors (CSFs),

Underpinning Contracts (UCs) their

metrics, performance and monitoring

How these components are used to ensure quality service within SOA

The benefits and business value of SLM

Learning Unit SOA05: Demand Management



principles and relationships Demand Management process inclusive of





Demand especially as it relates to business

activity patterns and how it is used within

SOA

Service Portfolio interaction with Demand

Management and how demand can be

managed for service in relation to

providing Business benefits and in support

of SOA

Learning Unit SOA06: Supplier Management Bloom’s Level 4 Objectives – Support problem


principles and relationships Supplier Management process inclusive of





Supplier Management components and

activities (e.g. Supplier Categorization,

Supplier Evaluation, Supplier and Contract

Database, metrics, etc.) and how these are used to ensure quality service within SOA


be gained from Supplier Management as

related to SOA Learning Unit SOA07: Financial Management




Financial Management inclusive of design

strategy, components, activities, roles and operation including its organizational

structure as well as any interfaces with other processes

Financial Management components and

activities including funding, accounting,

chargeback, Return on Investment and how these are used to ensure quality

service within SOA


be gained from Financial Management

Learning Unit SOA08: Business Relationship

Manager




The Business Relationship Manager roles and responsibilities, and how they support

SOA

Business Relationship Manager activities

and how these are used to ensure quality service within SOA

Learning Unit SOA09: Service Offerings and

Agreement Roles and Responsibilities Bloom’s Level 4 Objectives – Support problem


principles and relationships The roles and responsibilities related to

Service Catalogue Manager, Service Level

Manager and the Supplier Manager and

how they fit within the Service Design

organization to support SOA

Learning Unit SOA10: Technology and

Implementation Considerations



principles and relationships Service Management tools and where/how

they would be used within SOA for process

implementation

The tools that support SOA Challenges and Risks when implementing

SOA practices and processes

Contact Us

Phone: 097126507983

Fax: 097126507984


Mobile: 0506156289


itil expert track(osa,soa,ppo,rcv) + malc offerd by nbizinfosol.com

Documents

service management certificate

service management lifecycle

risk management

service planning

service support

service offerings

itil expert

v3 itil foundation certificate