itil® v3 and iso/iec 20000 certification schemes

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Exploring the ITIL ® 3 d ISO/IEC 20000 ITIL ® v3 and ISO/IEC 20000 Certification Schemes © ITSM Academy

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Page 1: ITIL® V3 and ISO/IEC 20000 Certification Schemes

Exploring the ITIL® 3 d ISO/IEC 20000ITIL® v3 and ISO/IEC 20000

Certification Schemes

© ITSM Academy

Page 2: ITIL® V3 and ISO/IEC 20000 Certification Schemes

About ITSM Academy

Accredited ITSM Education ProviderITIL® Foundation (v2 and v3) ITIL® v2/v3 Foundation and Manager Bridge CoursesITIL® v2 Practitioner, Service ManagergISO/IEC 20000 certificationsPractical workshops

PMI Global Registered Education ProviderPMI Global Registered Education ProviderPublic Training Center in Fort Lauderdale, FLCorporate on-site classesCorporate on site classesOver 14,000 learners trained since 2003

2007 - Awarded Federal Government Schedule Contract (GSA)

© ITSM Academy2

allowing ITSM Academy to become a premier provider of ITSM education to the US Government

Page 3: ITIL® V3 and ISO/IEC 20000 Certification Schemes

ITIL® v3 Certification Scheme

© ITSM Academy

Page 4: ITIL® V3 and ISO/IEC 20000 Certification Schemes

The v3 Scheme has Four Levels

Level 3

Level 4 Advanced(Applied)

Expert (working title)

Level 2

Expert (working title)(Lead)

Intermediate Streams(Implement or Execute)( p )

Implement ExecuteLevel 1 Foundation

(Understand)

Implement Execute

© ITSM Academy4

Page 5: ITIL® V3 and ISO/IEC 20000 Certification Schemes

The Scheme is Credit Based

A minimum of 22 credits are needed to achieve ITIL ExpertFoundation – 2 credits

Advanced

Intermediate (Lifecycle and/or Capabilities) – 15 creditsManaging Across the Lifecycle – 5 credits

TBDProject Based

Managing Across the Lifecycle5 points

ITIL Expert

Mandatory

j

Release, Control and Validation (RCV)

Service Offerings and Agreement (SOA)3 points each 4 points each

SS SDST

CSISOMix and Match (15 credits)

Mandatory

Lifecycle Stream Capability Stream

Operational Support and Analysis (OSA)

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)SS

© ITSM Academy5

v3 Foundation2 points © ITSM Academy 2008

Mandatory

Page 6: ITIL® V3 and ISO/IEC 20000 Certification Schemes

The Intermediate “Streams”

Lifecycle Modules (5 courses, 3 credits each)A 3 day course per lifecycle stage (or OGC book)Focuses on implementing a particular lifecycle stage

Capabilities Modules (4 courses 4 credits each)Capabilities Modules (4 courses, 4 credits each)A 5 day course per logical process cluster

Release, Control and Validation (RCV)Operational Support and Analysis (OSA)Service Offerings and Agreement (SOA)Planning, Protection and Optimization (PPO)

Focuses on executing integrated processes

Lifecycle modules are for those working “on” the processes. Capabilities mod les are for those orking “in” the processes

© ITSM Academy6

Capabilities modules are for those working “in” the processes.You can build a custom training plan from either or both streams.

Page 7: ITIL® V3 and ISO/IEC 20000 Certification Schemes

What’s Covered in the Capabilities Stream?

Release, Control and Validation (RCV)• Change Management

Release And Deployment Management

Operational Support and Analysis (OSA)• Event Management

Incident Management• Release And Deployment Management• Service Validation And Testing• Service Asset & Configuration Mgmt• Knowledge Management

Request Fulfillment

• Incident Management • Request Fulfillment • Problem Management • Access Management

Service Operation Functions• Request Fulfillment• Service Evaluation

• Service Operation Functionso Service Desko Technical Managemento IT Operations Management

Application Managemento Application Management

Service Offerings and Agreement (SOA)• Service Portfolio Management

Service Level Management

Planning, Protection and Optimization (PPO)• Capacity Management

Availability Management• Service Level Management• Service Catalog Management• Demand Management• Supplier Management

Financial Management

• Availability Management• IT Service Continuity Management• Information Security Management• Demand Management

Risk Management for Ser ice Planning

© ITSM Academy7

• Financial Management • Risk Management for Service Planning Protection and Optimization

Page 8: ITIL® V3 and ISO/IEC 20000 Certification Schemes

What About v3 Pins?

Foundation Capabilities Lifecycle

Expert Advanced

© ITSM Academy8

Page 9: ITIL® V3 and ISO/IEC 20000 Certification Schemes

Bridging from v1/v2 to v3

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Page 10: ITIL® V3 and ISO/IEC 20000 Certification Schemes

The Bridging Scheme

© ITSM Academy10

Page 11: ITIL® V3 and ISO/IEC 20000 Certification Schemes

Bridging Credits

v1 / v2 Certification Credit Bridge Certification Bridge Creditv2 Foundation: 1.5 v2 – v3 Foundation Bridge 0.5v2 Practitioner Clusters:

Holders of 12 or more credits 10

Plan & Improve 3.5Agree & Define 3.5Support & Restore 3.5 o de s o o o e c ed s

must pass both v3 Managers Bridge and Managing Across the Lifecycle, to achieve ITIL

Expert™ Certification

0Mgrs Bridge – 5

MATL – 5

Release & Control 3.5v2 Practitioner Single:Service Desk & Incident Man 2Service Level Management 2 pe Ce ca oRelease Management 2Problem Management 2IT Service Continuity Man 2Financial Management 2Configuration Management 2Change Management 2Capacity Management 2Availability Management 2

© ITSM Academy11

v1/ v2 Service Manager: 17 v3 Managers Bridge 5

Page 12: ITIL® V3 and ISO/IEC 20000 Certification Schemes

When will v2 Courses be Retired?

ITIL v2 courses are still available No date has yet been announced for the retirement of any ITIL v2 coursesy

© ITSM Academy12

Page 13: ITIL® V3 and ISO/IEC 20000 Certification Schemes

ISO/IEC 20000ISO/IEC 20000 Certification Scheme

© ITSM Academy

Page 14: ITIL® V3 and ISO/IEC 20000 Certification Schemes

ISO/IEC 20000 Model3. Requirements for a management system4 Planning and implementing service management4. Planning and implementing service management5. Planning and implementing new or changed services

6. Service Delivery ProcessesCapacity Service Level Information Security

Management Management Management

Service Continuity and Availability Management

Service Reporting

Budgeting and Accounting for IT Services

9 C t l P

10. Release Processes 8. Resolution Processes

7. Relationship ProcessesBusiness Relationship

9. Control ProcessesChange Management

Configuration Management

Release Management8. Resolution Processes

Incident ManagementProblem Management

Business Relationship Management

Supplier Management

© ITSM Academy

Page 15: ITIL® V3 and ISO/IEC 20000 Certification Schemes

IT Service Management according to ISO/IEC 20000 SchemeISO/IEC 20000 Scheme

Competencies

Support Processes

Control and ReleaseProcesses

Relationship Processes

Service Delivery Processes

© ITSM Academy15The scheme was developed and is accredited by EXIN

Page 16: ITIL® V3 and ISO/IEC 20000 Certification Schemes

Other Upcoming Certifications

Microsoft Operations Framework 4.0New version of MOF released 4/2008Lifecycle basedFoundation level course and exam (Q3/4 2008)( )Developed by MicrosoftAccreditation and examination through EXIN

Certified Process Design Engineer (CPDE)SM

5 day prescriptive course for designing, re-engineering,5 day prescriptive course for designing, re engineering, improving and measuring processes (Q4 2008)Applies to all process frameworks or standardsDeveloped by ITSM Academy

© ITSM Academy16

Developed by ITSM AcademyAccreditation and examination through LCS

Page 17: ITIL® V3 and ISO/IEC 20000 Certification Schemes

Want to Learn More?

Now available®ITIL® v3 books

(www.itsmbookstore.com)ITIL® v3 Foundation CourseITIL® v3 Foundation Bridging CourseITIL® v3 Managers Bridge CourseISO 20K Foundation CourseISO 20K Foundation Course

Coming soonITIL® v3 Capability and Lifecycle modules3 Capab ty a d ecyc e odu esITIL® v3 Managing Across the Lifecycle courseISO 20K Professional Level ModulesMOF 4 0 Essentials course

© ITSM Academy17

MOF 4.0 Essentials courseCertified Process Design Engineer (CPDE)SM

course

Page 18: ITIL® V3 and ISO/IEC 20000 Certification Schemes

ITSM Academy, Inc.

© ITSM Academy18