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ITIL® Training Catalog

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  • 1. CA EDUCATION TRAINING CATALOG: ITIL ITIL® Training Catalog
  • 2. What students are saying about CA Education’s ITIL offerings... “Best class I have taken in over a year” “Instructor was dynamic and kept the class moving at a good pace. He made the topic interesting by equating it to real-life examples.” “I appreciated that the case study used to illustrate ITIL practices wasn’t about IT, it was a refreshing change. The fact that it was a situation based on an historical event made it more intriguing.”
  • 3. Table of Contents CA Education and ITIL Overview 1 Training Options 1 ITIL Refresh 2 ITIL v3 Qualification Scheme 2 ITIL v3 Credit System and The Relationship Between v3 & v2 4 Learning Paths 5 Course Pricing 7 Course Overviews 8 The CA Stock Exchange Simulation 17 Copyright © 2009 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. To the extent per- mitted by applicable law, CA provides this document “As Is” without warranty of any kind, including, without limitation, any implied warranties of merchantability or fitness for a particular purpose, or noninfringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised of such damages. ITIL guidelines were originally developed within the United Kingdom government in the mid-1980s and are now used around the world in public sector and private sector IT organizations. The ITIL trademark is owned by the Of- fice of Government Commerce (OGC) in the UK. ITIL is part of the public domain.
  • 4. CA Education strives CA Education and ITIL Overview to be your preferred source for enterprise IT Infrastructure Library® (ITIL®) best practices are globally recognized as the preferred way of IT management managing and delivering IT Services within an organization. Certification shows you understand the education and best foundations of ITIL Best Practices. Training at the practitioner and manager levels will allow you to practices training implement these practices in a corporate enterprise. Our ITIL certification program can help you solutions by delivering maximize your investment in IT management by showing you how to align your IT infrastructure, measurable results development and operations with your business processes and objectives. and a rewarding learning experience. CA Education’s on-staff ITIL instructors are experts in Service Management, providing students Our training is with a rich resource of practical experience and instructional expertise. Our instructors are fully designed to ease accredited and average more than 20 years of industry experience. Skilled professionals and top- rampup time so your ranked instructors work together to provide effective training that speeds up the learning process work teams are more and delivers measurable results in productivity, service availability, and reduced costs productive, sooner. We CA has partnered with the leading ITIL training authority, ITpreneurs, to provide the best training work to ensure your in the domain of IT Management and Control Best Practices. ITpreneurs works closely with subject overall satisfaction matter experts from the leading Best Practice Standards authorities, including APMG, BSI, EXIN, with CA products and ISEB, ISACA, and itSMF. All levels of our ITIL courses are accredited by EXIN. ITpreneurs maintains services seats on the ITIL Version 3 Advisory Board and the ITIL v3 Examiner Panel. Subject matter experts in these and other domains ensure that the course material offered is always up to date and meets the most stringent accreditation schemes. Training Options More than 30,000 people are trained annually by CA Education in many different languages from all over the world. Our training methods and tools are designed to help work teams be more productive in less time. CA Education’s experienced and certified professionals and education partners deliver a robust and flexible catalog of courses in a variety of formats. Classroom Training Learn from live experts and share best practices with instructors and peers in state-of-the-art CA Education learning centers. The personal, face-to-face interaction with instructors and peers gives students an open forum to ask questions and share rich tips and tricks. This rich learning solution can ensure the highest levels of competency and knowledge transfer. Instructor-led training class- room training is available at: CA LEARNING CENTERS Get away from your daily work by attending a class at a state-of-the-art CA Learning Center near you. This option provides a dedicated learning environment that eliminates any impact on your production workflow. • Public Courses: Choose from a list of popular courses offered at CA Learning Centers • Private Courses: Dedicated classes for often large customers at CA Learning Centers ON-SITE CA Education’s on-site, instructor-led training accelerates the learning curve and boosts productivity. Our instructors teach courses that fit within your learning objectives and present the material in one or several scheduled courses on-site at your facility. On-site courses not only save travel time, but in many cases, students can directly apply the outcome of their hands-on exercises to actual tasks. 1 CA EDUCATION TRAINING CATALOG: ITIL
  • 5. Experience... the Virtual Learning value of Enterprise CA Virtual Instructor Led Training (VILT) provides the same benefits of classroom instruction at IT Management and your own desk without the time and expense of travel. CA Education certified instructors host the bring ITIL concepts to course using state-of-the-art tools over the internet. With your web browser you view the course- life with a dynamic, ware material and whiteboard exercises while listening to and engaging with your instructor as well hands-on, interactive as with your student peers. simulation - The CA Stock Exchange. Web-Based Training CA Education also offers a number of courses that can be completed outside of the classroom. Our For more information please see page 17. Web-Based Training courses are designed to be an effective self study course allowing you to stop and start the training at your convenience, allowing you to learn at your own pace. Coursework can be provided as a download or on a CD-ROM. Simply access the training online from your office or home, saving you travel time and expense. ITIL Refresh ITIL Version 2 (v2) has undergone a major refresh which is Version 3 (v3). Version 3 represents an important evolutionary step in its life cycle. The interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. Version 3 allows users to build on the successes of v2 but take IT service management even further. ITIL v3 Qualification Scheme The ITIL Qualification Scheme uses a system that enables an individual to gain credits for each exam they take. Once candidates have accumulated a sufficient number of credits they can be awarded the ITIL Expert in IT Service Management. FIGURE A THE VERSION 3 QUALIFICATION STRUCTURE Diagram shows the structure of qualifications within the Version 3 There are four levels within scheme. ITIL the scheme: Master 1. Foundation Level 2. Intermediate Level ITIL Expert (Lifecycle & Capability Streams) 3. ITIL Expert Managing Across Lifecycle 4. ITIL Master SS SD ST SO CSI OSA PPA RCV SDA Lifecycle Modules Capability Modules ITIL v3 Foundation Certificate in IT Service Management CA EDUCATION TRAINING CATALOG: ITIL 2
  • 6. Foundation Level The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL. Intermediate Level There are two streams in the Intermediate level. Both assess an individual’s ability to analyze and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level. Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the five core OGC titles, as follows: • Service Strategy • Service Design • Service Transition • Service Operation, and • Continual Service Improvement. The focus of these modules is on the introduction and implementation of the specific Lifecycle phase, and coverage of the principles, processes and related activities. Intermediate Capability Stream - this stream includes 4 individual certificates loosely based on the v2 Clustered Practitioner qualifications, but broader in scope in line with the updated v3 content, focussing on detailed process implementation and management within cluster groupings: • Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Prob- lem, Access, Service Desk, Technical, IT Ops and Application Management • Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management • Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation • Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management. ITIL Expert To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme. ITIL Master This level of the qualification will assess an individual’s ability to apply and analyze the ITIL concepts in new areas. This higher level qualification is currently under development. Managers Bridge The ITIL Managers Bridge certification is aimed at individuals who already hold the Manager’s Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in IT Service Management, thereby demonstrating their knowledge of ITIL v3. 3 CA EDUCATION TRAINING CATALOG: ITIL
  • 7. ITIL v3 Credit System and The Relationship Between v3 & v2 The ITIL Version 3 Qualification Scheme is supported by a credit system. Passing v3 modules will earn a candidate credits towards the new ITIL Expert Level which means that on successful comple- tion of a balanced set of modules across the Service Capability and Service Lifecycle Intermediate Streams, a candidate will have attained the necessary credits to achieve the Expert award. Recognizing the value of earlier modules, the new credit system has also been widened to include earlier Version 1 and 2 ITIL qualifications, which at present includes the v2 Foundation, v2 Practitioner Modules and the v1 or v2 Service Manager. Other closely-related qualifications will also be considered for inclusion in the credit scheme. Details of these will be announced as they are confirmed. FIGURE B ITIL CREDIT PROFILER GRAPHIC Diagram shows the new v3 credit system and the relationships between Advanced v2 and v3 modules, with Level the number of credits allocated to each. v3 Manager ITIL Expert v3 Manager Bridge Bridge 5 5 5 5 Managing Across Lifecycle v2 Practitioner Modules 3 3 3 3 3 4 4 4 4 2 SS SD ST SO CSI OSA PPA RCV SDA SDIM 3.5 PI SLM 2 Lifecycle Modules Capability Modules 2 ILIL v2 RM or v1 3.5 Managers PM 2 AD Certificate 2 2 credits IT SCM 17 ILIT v3 Foundation Certificate in IT Service Management 2 3.5 FM 2 BR COM 2 v3 Bridge CHM 2 0.5 3.5 RC CAM 2 2 AM v2 Foundation Certificate 1.5 Bridging Courses Candidates who hold earlier ITIL qualifications can update their knowledge and certification via a series of “bridging” courses, such as the Foundation Bridging Course. These courses will also earn a candidate credits towards the Expert Level. The International v3 Senior Examiners Panel have developed the credit system using an in-depth process of assessing existing ITIL qualification content and coverage against the new version of ITIL, to create a fair and balanced system which accommodates a range of certification combinations. Relationship Between Version 3 & Version 2 Individuals with existing ITIL v2 qualifications can use those qualifications as credits towards the Expert or may find that the credits or qualifications they hold will make them eligible for the current v3 Bridging routes. • Foundation level - There is a short bridging course which covers the differences between v2 and v3 and allows someone to take an exam to demonstrate their understanding of the ITIL v3 approach. CA EDUCATION TRAINING CATALOG: ITIL 4
  • 8. • ITIL v2 Practitioner qualifications count towards the ITIL Expert in Service Management. Depend- ing on whether an individual holds a single topic certificate or a clustered certificate the credits will vary. • Any ITIL v2 Service Manager who wishes to gain the v3 Expert Level can take a bridging course and must pass the v3 Managers Bridge examination. The course covers the new concepts within ITIL v3 and fully integrates the benefits of the Lifecycle approach. It is recommended that candidates discuss their current qualifications with their CA Education representative to establish how many credits they hold, and which v3 modules it is recommended they take in order to complement their current qualifications, or increase their knowledge in a specific area ITIL Learning Paths The ITIL Learning Paths on the following pages provide a holistic view of the available ITIL courses organized by level, role, subject area, and version. Key to Delivery Options Choose courses Instructor Led Training Prerequisite Web Based Training Exam from specific grouping (Classroom & Virtual) Notes: • Successful completion of an exam is required to receive credit for each ITIL course. • A complete list of available Lifecycle, Capability and Service Manager Bridging courses can be found on the next page of this document in “ITIL v3 Available Courses.” • For v2 Practitioners, Service Managers, and further clarification regarding credits needed we suggest you visit the Credit Profiler on the ITIL Official website or contact your CA Education representative. CA Learning Paths for ITIL® v3 Certification Take 1 or both The CA Stock ITIL v3 ITIL v3 ITIL v3 ITIL v3 Exchange Foundation Foundation Awareness Course Foundation Simulation ITIL v3 Paths for or Foundation New Students 01SMO20033 91ITL10010 91ITL20020 91ITL20031 Certification 1 day 4 hours 18 hours 3 days ITIL v2 to v3 ITIL v3 ITIL v2 Bridging Foundation Previously attained ITIL v3 Foundation Foundation or Bridge Course ITIL v2 Foundation Foundation Students Certification Certification 91ITL20010 91ITL20041 6 Hours 2 days *ITIL v3 ITIL v3 Intermediate ITIL v3 Managing Across Lifecycle or Expert Path ITIL v3 Foundation the Lifecycle ITIL v3 Expert Capability Certification 5 credits Certification Courses 91ITL30023 3 or 4 credits 5 days each • Take an appropriate mix of courses from either Lifecycle, or Capability or both. • 17 credits total required to enter Managing Across the Lifecycle course. 5 CA EDUCATION TRAINING CATALOG: ITIL
  • 9. CA Learning Paths for ITIL® v3 Certification by Roles Take 1 or both Business and IT The CA Stock ITIL v3 Staff Exchange Awareness Course ITIL v3 Simulation Foundation Courses 01SMO20033 91ITL10010 1 day 4 hours Take 1 or both ITIL v3 ITIL v3 Service Continual Service Strategy Lifecycle ITIL v3 IT and Business Foundation Courses Improvement Course Executives Lifecycle Course 91ITL30013 91ITL30093 3 days 3 days *IT Managers / ITIL v3 Staff / *ITIL v3 Managing Across ITIL v3 Intermediate Administrators the Lifecycle ITIL v3 Expert Foundation Courses Courses and IT Process 5 credits Certification Managers and Complete all as 91ITL30023 Owners appropriate 5 days *Take an appropriate mix of courses from either Lifecycle, or Capability or both.17 credits total required to enter Managing Across the Lifecycle course. ITIL® v3 Available Courses ITIL v3 ITIL v3 ITIL v3 Foundation Foundation Foundation Courses 91ITL20031 91ITL20020 3 days 18 hours Take one of these courses for 2 credits upon passing exam. The CA Stock ITIL v3 ITIL v3 Exchange Awareness Course Awareness Simulation Courses 01SMO20033 91ITL10010 1 day 4 hours ITIL v3 Service ITIL v3 Service ITIL v3 Service ITIL v3 Service ITIL v3 Continual ITIL v3 Strategy Lifecycle Design Lifecycle Transition Lifecycle Operation Lifecycle Service Intermediate Course Course Course Course Improvement Lifecycle Lifecycle Course Courses 91ITL30093 91ITL30063 91ITL30103 91ITL30083 91ITL30013 3 days 3 days 3 days 3 days 3 days 3 credits each upon passing exam. 17 credits required to enter Managing Across the Lifecycle course. ITIL v3 Planning, ITIL v3 Service ITIL v3 Operation ITIL v3 Release, ITIL v3 Protection and Offerings and Support and Control and Intermediate Optimization Capability Agreements Analysis Validation Capability Capability Capability Capability Courses 91ITL30043 91ITL30073 91ITL30033 91ITL30053 5 days 5 days 5 days 5 days 4 credits each upon passing exam. 17 credits required to enter Managing Across the Lifecycle course. ITIL v3 ITIL v2 to v3 ITIL v3 Service Managing Across ITIL v3 Foundation Bridging Manager Bridge the Lifecycle Bridging Bridge Course Foundation ITIL v3 Courses Capstone 91ITL20041 91ITL20010 91ILT40013 Course 91ITL30023 2 days 6 Hours 4 days 5 days 2 credits each upon passing Foundation exam. CA EDUCATION TRAINING CATALOG: ITIL 6
  • 10. CA Learning Paths for ITIL® v2 Certification ITIL/ITSM ITIL Foundation v2 ITIL Foundation Awareness with ITIL ALIVE Course ITIL v2 Exam Foundation or 01ITL10010 01ITL20023 01ITL20010 2 Hours 3 days 16 Hours ITIL Release ITIL Support ITIL v2 and Control and Restore Advanced Exam Exam Practitioner Course Practitioner Course Courses 01ITL30043 01ITL30053 5 days 5 days ITIL Service Managers Course Exam 01ITL40013 12 days *ITIL V2 Foundation Certification is a prerequisite for Advanced Courses Course Pricing The prices listed below are for the United States only. For local country prices and courses that may not be listed here please go to your regional Education section of ca.com and search using the appropriate course number. Course Exams Course Name (Course) USD Number Inc? 91ITL10010 ITIL® v3 Awareness Course $250 N 91ITL20010 ITIL v2 to v3 Bridging Foundation $200 N 91ITL20041 ITIL v3 Foundation Bridge Course $1,300 Y 91ITL20020 ITIL Version 3 Foundation Level Training $400 N 91ITL20031 ITIL v3 Foundation $1,950 Y 91ITL30013 ITIL® v3 Continual Service Improvement Lifecycle Course $2,400 Y 91ITL30063 IITIL® v3 Service Design Lifecycle Course $2,400 Y 91ITL30083 ITIL® v3 Service Operation Lifecycle Course $2,400 Y 91ITL30093 IITIL® v3 Service Strategy Lifecycle Course $2,400 Y 91ITL30103 ITIL® v3 Service Transition Lifecycle Course $2,400 Y 91ITL30023 IITIL® v3 Managing Across the Lifecycle Course $2,900 Y 91ITL30033 ITIL® v3 Operation Support and Analysis Capability (OSA) $2,900 Y 91ITL30043 ITIL® v3 Planning, Protection and Optimization Capability (PPO) $2,900 Y 91ITL30053 ITIL® v3 Release, Control and Validation Capability (RCV) $2,900 Y 91ITL30073 ITIL® v3 Service Offerings and Agreements Capability (SOA) $2,900 Y 91ITL40013 ITIL v2 to v3 Service Manager Bridge $2,700 Y 7 CA EDUCATION TRAINING CATALOG: ITIL
  • 11. Education Prepayment Program Flexibility By utilizing CA Education’s EPP (Education Prepayment Program) in the purchase of these educa- tion packages, your organization gains the flexibility to amend the composition of your education offerings in order to address a changing need or desire for the type of education provided. Other Prepayment Program Benefits • Discounts available off CA Education’s list price with every education delivery transaction • Dedicated CA Education Advisors assigned to work with your organization to determine your training needs and help design your delivery plan • Individual or group skill assessments • Balances can be used globally for any of our offerings Other Payment Methods CA Education offers a range of payment options and purchase plans. We accept the following payment methods: • Credit Cards • Checks • Purchase Orders Check with your local representative to see what payment methods are available in your region. Course Overviews Below you will find a list of the courses available for ITIL along with a brief description of the course. For full descriptions of these courses, please visit your regional Education section of ca.com. Key to Training Methods Available: I O V W Web-Based Training Instructor Led Training On-site Virtual Instructor Led Training ITIL v3 Awareness Course 91ITL10010 This course will provide you with an overview of the key concepts within W the IT Infrastructure Library (ITIL) Best Practices. ITIL Best Practices are globally recognized as the preferred way of managing and delivering IT 2 Hours Services in an organization. CA EDUCATION TRAINING CATALOG: ITIL 8
  • 12. ITIL v2 to v3 Bridging Foundation 91ITL20010 This seven-hour web-based training course is specially designed for W students who are already certified at the Foundation level in previous versions of the IT Infrastructure Library®. The v3 Foundation Bridge Seven (7) hours Course trains previously certified Foundation learners on the new contents of the ITIL v3 Foundation syllabus. The course introduces students to the concept of the service lifecycle approach to IT Service Management according to ITIL v3. This Bridging Course is designed to bring the student’s level of knowledge and understanding in line with the ITIL® v3 Foundation Certificate in IT Service Management. This course prepares the student to successfully complete the associated 30 minute exam, which is required for entry into future ITIL v3 intermediate level training courses or as part of an overall bridging program to the v3 ITIL Expert certification. Students will receive details on how to access and complete the exam with their course registration confirmation. Access to the course is available for 90 days from the date of registration confirmation. ITIL v3 Foundation Level Training 91ITL20020 This self-paced course introduces students to the Lifecycle of manag- W ing IT Services to deliver to business expectations. It offers concrete foundation knowledge of the core disciplines of ITIL v3: Service Strategy, Eighteen (18) hours Service Design, Service Transition, Service Operations, and Continual Service Improvement. This course offers real-life, scenario-based, hands-on training geared to provide both theoretical and practical knowledge, facilitating an effective method for reinforcement and self-assessment. This course also positions the student to successfully complete the associated 40 minute exam, required for entry into the future ITIL v3 intermediate level training courses. Students will receive details on how to access and complete the exam with their course registration confirmation. Access to the course is available for 90 days from the date of registration confirmation. ITIL v3 Foundation Level Training 91ITL20031 This exciting and dynamic three-day course introduces students to the I lifecycle of managing IT services to deliver to business expectations. The ITIL v3 best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and O Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business V while demonstrating business value, ROI and enabling IT to solve specific operational needs. As well as an engaging, case study based approach to learning the core disciplines of the IT Infrastructure Library® (ITIL) best practice, this course also positions the student to success- Three (3) days fully complete the associated 40-minute exam, required for entry into the future ITIL v3 intermediate level training courses. 9 CA EDUCATION TRAINING CATALOG: ITIL
  • 13. ITIL v3 Foundation Bridge Course 91ITL20041 This one-day course is specially designed for students who are I already certified at the Foundation level in previous versions of the IT Infrastructure Library® (ITIL). The v3 Foundation Bridge Course trains previously certified Foundation learners on the new contents of the O ITIL v3 Foundation syllabus. The course introduces students to the concept of the service lifecycle approach to IT Service Management V according to ITIL v3. This Bridging Course is designed to bring the student’s level of knowledge and understanding in line with the ITIL v3 Foundation Certificate in IT Service Management. This course prepares the student to successfully complete the associated 30 minute exam, Two (2) days which is required for entry into future ITIL v3 intermediate level training courses or as part of an overall bridging program to the v3 ITIL Expert certification. For students attending an ILT delivery in a CA Learning Center or at the customer site, the exam is offered on the last day. For students attending the class virtually, they will receive details with their registration confirmation on how to complete the exam within 48 hours of completing the course. ITIL v3 Continual Service Improvement 91ITL30013 This three-day course immerses students in the overall concepts, I processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within O the CSI stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library® (ITIL) best practices and positions the student to successfully complete the Three (3) days associated exam. ITIL v3 Managing Across the Lifecycle 91ITL30023 The Managing Across the Lifecycle Certificate is the final module of I the Service Lifecycle and/or Service Capability Intermediate courses that leads to the ITIL Expert in IT Service Management recognition. This five-day course immerses students in the contents of the ITIL v3 O publications; focusing on business, management and supervisory objec- tives, purpose, processes, functions and activities, and on the interfaces and interactions between the processes covered in the Service Lifecycle. This course is designed using an engaging scenario-based approach to Five (5) days learning the core disciplines of the ITIL best practices and positions the student to successfully complete the associated exam. CA EDUCATION TRAINING CATALOG: ITIL 10
  • 14. ITIL v3 Operation Support and Analysis Capability 91ITL30033 This five-day course immerses students in the practical aspects of the I IT Infrastructure Library® (ITIL) v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level O process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable students to apply the practices in resolu- tion and support of the Service Management Lifecycle. This course is Five (5) days designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices. This course also positions the student to successfully complete the associated 90-minute exam, which is offered on day five. ITIL v3 Planning, Protection and Optimization Capability 91ITL30043 This five-day course immerses students in the practical aspects of the I IT Infrastructure Library® (ITIL) v3 Service Lifecycle and processes as- sociated with the Planning, Protection, and Optimization of services and service delivery. The main focus of this course is on the operational-level O process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable students to apply the practices throughout the Service Management Lifecycle. This course is designed using an Five (5) days engaging scenario-based approach to learning the core disciplines of the ITIL best practices. It positions the student to successfully complete the associated 90-minute exam, which is offered on day five. ITIL® v3 Release, Control and Validation Capability 91ITL30053 This five-day course immerses students in the practical aspects of the I IT Infrastructure Library® (ITIL) v3 Service Lifecycle and processes associated with the Release, Control and Validation of services and service delivery. The main focus of this course is on the operational level O process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable students to apply the practices in resolu- tion and support of the Service Management Lifecycle. This course is Five (5) days designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices. This course also positions the student to successfully complete the associated 90-minute exam, which is offered on day five. 11 CA EDUCATION TRAINING CATALOG: ITIL
  • 15. ITIL v3 Service Design Lifecycle Course 91ITL30063 This three-day course immerses students in the overall concepts, I processes, policies and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, O but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library® (ITIL) best practices and positions the student to successfully complete the associated exam. Three (3) days ITIL v3 Service Offerings and Agreements Capability 91ITL30073 This five-day course immerses students in the practical aspects of the I IT Infrastructure Library® (ITIL) v3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on the operational-level O process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable students to apply the practices in resolu- tion and support of the Service Management Lifecycle. This course is Five (5) days designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices. This course also positions the student to successfully complete the associated 90-minute exam, which is offered on day five. ITIL v3 Service Operation Lifecycle Course 91ITL30083 This three-day course immerses students in the overall concepts, I processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation O stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library® (ITIL) best practices and positions the student to successfully complete the Three (3) days associated exam. CA EDUCATION TRAINING CATALOG: ITIL 12
  • 16. ITIL v3 Service Strategy Lifecycle Course 91ITL30093 This three-day course immerses students in the overall concepts, I processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Strategy O stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library® (ITIL) best practices and positions the student to successfully complete the Three (3) days associated exam. ITIL v3 Service Transition Lifecycle Course 91ITL30103 This three-day course immerses students in the overall concepts, I processes, policies and methods associated with the Service Transition phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Transition O stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library® (ITIL) best practices and positions the student to successfully complete the Three (3) Days associated exam. ITIL v3 Service Manager Bridge Course 91ITL40013 In this intensive four day, instructor led course, participants will be I taught the principles and core content of the Service Lifecycle approach to IT Service Management according to ITIL v3, along with the changes from previous versions of ITIL. This course, introduces the Service O Lifecycle approach and the five stages within this approach: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Through a combination of lecture and interactive exercises, candidates are prepared for taking and passing the Four (4) Days ITIL v3 Manager Bridge exam. The ninety-minute exam is offered at the end of the course. The ITIL v3 Service Manager Bridge Course offers candidates a fast track to update their ITIL Service Manager qualification, and gain recognition at the new ITIL Expert certification level. This qualification bridges the gap between the ITIL Manager’s Certificate in IT Service Management (versions 1 & 2) and the ITIL Expert certificate in IT Service Management (ITIL v3). This course is also available to holders of previous certifications at the Practitioner level, when the total number of recognized credits is 12 or higher. 13 CA EDUCATION TRAINING CATALOG: ITIL
  • 17. ITIL/ITSM Awareness Course 01ITL20010 The ITIL Foundation Course combines the advantages of training at W your own pace, anytime, from virtually anywhere. This course provides students with flexible course tracks and an integrated case study which Sixteen (16) Hours will enable a thorough understanding and retention of course material. The course has been developed in compliance with all the prerequisite training and exam specifications laid down by EXIN and prepares you for ITIL Foundation Certification. ITIL Foundation Course 01ITL20010 The ITIL Foundation Course combines the advantages of training at W your own pace, anytime, from virtually anywhere. This course provides students with flexible course tracks and an integrated case study which Sixteen (16) Hours will enable a thorough understanding and retention of course material. The course has been developed in compliance with all the prerequisite training and exam specifications laid down by EXIN and prepares you for ITIL Foundation Certification. ITIL Foundation v2 with ITIL ALIVE 01ILT20023 The ITIL Foundation Course from ITpreneurs uses a blend of quality I instructors and a virtual case study to introduce students to the key ITIL processes. ITpreneurs combines the inherent advantages of instructor- led training with the interaction generated through exposing students O to practical and real case study situations continuously throughout the course. The ITIL Alive case study will help students immediately apply the Three (3) Days knowledge which they learn during the course in a “virtual” setting. This will result in a blended course providing a great retention of knowledge and an enhanced learning impact. This case study driven course will lead students to ITIL Foundation Certification. This course introduces the concepts of IT Service Manage- ment (ITSM) and how to apply the industry standard IT Infrastructure Library (ITIL) Service Support and Service Delivery principles within an IT department/organization. CA EDUCATION TRAINING CATALOG: ITIL 14
  • 18. ITIL Release and Control Practitioner Course 01ITL30043 This course will focus on the implementation and management of the I processes and functions involved in achieving control and stability within an IT infrastructure. These processes and functions include effective Change and Release Management processes, based on an O effective Configuration Management system. This course is aimed at optimizing the quality of service by responding to the need for changes in a controlled and time-effective manner, while also keeping informa- tion about the infrastructure up-to-date and relevant. Five (5) Days The two-hour exam from EXIN will be administered on the last day of the course, providing students the opportunity to become ITIL Release and Control Practitioner Certified. ITIL Support and Restore Practitioner Course 01ITL30053 This course focuses on the implementation and management of the I processes and functions involved in managing exceptions in normal infrastructure control and service delivery. These include being able to organize an effective service desk function, along with the related O incident and problem management processes. These processes are aimed at optimizing quality of service by effectively responding to incidents and problems, as well as proactively preventing their occur- rence ensuring good customer satisfaction. The service desk supports Five (5) Days users in the use of IT services and takes care of restoring the service in the event of a disruption. ITIL Service Managers Course 01ITL40013 This intensive course is designed to help IT Service Managers gain I a deeper, more practical understanding of ITIL processes and key implementation issues – both process oriented and organizational. This practical course uses case studies, role playing, and presentations to O test and improve the student’s essential managerial skills. This course will consist of 40% theory while the remaining coursework will cover practical teamwork. Team assignments will be based on a case study, similar to the EXIN exam questions. Twelve (12) Days The ITIL Service Managers course is divided into two five-day sessions with a three to four week reprieve between sessions. Two to three weeks after the second session, students come together once again for two days to prepare for the exam using the examination case study. This course leads to Service Managers Certification from EXIN. The exami- nation will occur two weeks after the two day preparation. It will take place over two days - three hours maximum time is allowed each day. In addition to class time, students must be prepared to spend an additional 280 hours of study time for this course. 15 CA EDUCATION TRAINING CATALOG: ITIL
  • 19. CA Stock Exchange Simulation: an ITIL Experience 01SMO20033 The CA Stock Exchange Simulation provides the opportunity to I experience the benefits of implementing the IT Infrastructure Library (ITIL®) framework, practice process improvement, and understand the importance of relationships and the impact on IT and business perfor- O mance. It effectively represents a dynamic organizational culture and IT infrastructure to which you can easily relate, so that you will walk away with the confidence to support and influence process improvement in One (1) Day your organization. *Note: this course is For more information about the CA Stock Exchange please see page 17 or optimally run with at go to www.ca.com/simulation least 12 students To learn more about how CA Education is dedicated to providing you with flexible learning options based on your budget, travel and knowledge transfer requirements go to your regional Education section of ca.com CA EDUCATION TRAINING CATALOG: ITIL 16
  • 20. The CA Stock Exchange Simulation An ITIL® Experience: Realizing Enterprise IT Management Through Experiential Learning ITIL has rapidly become the de facto best practice standard in service management and the lens through which the value of services is viewed and measured. IT organizations are turning to ITIL to improve the quality and cost effectiveness of the services they provide to the business. CA integrates and automates ITIL by helping you to unify people, process and technol- ogy towards a common goal of achieving world-class service management. The CA Stock Exchange Simulation provides the opportunity to experience the benefits of implementing the IT Infrastructure Library (ITIL®) framework, practice process improvement in a fast-moving, dynamic environment, and understand the importance of relationships and their impacts on IT and business performance. Each team member will learn how to: • Translate ITIL theory into practice in a high-impact energetic way • Align IT with the business to see how implementation of ITIL best practices can improve business performance • Design, apply, evaluate and improve ITIL-based processes within a simulated environment • Work as a team to realize end-to-end process results while recognizing and evaluating individual job roles and their value • Identify bottlenecks and improvement needs in your own organization How the Simulation Works...Round by Round. The CA Stock Exchange simulation is comprised of five trading “rounds.” Each round participants are presented with the challenges faced by critical IT and business roles across the enterprise, as well as the affected processes, functions and their resulting impacts to the business. Round 1 Round 2 Round 3 Introduces Service Management principles Introduces Problem and Knowledge Introduces Change, Release, Supplier and such as Communication, Prioritization Management. Introduces Trend Analysis Vendor Management. Incident response of Incidents and Escalation to eliminate to further help resolve IT problems. is reactive chaotic responses. Incident response is proactive Round 4 Round 5 Introduces Capacity and IT Service Continu- Introduces ideology of Continual Service ity Management. Additional attention paid to Improvements. Incident response is Financial Management to illustrate IT’s impact optimized. on the bottom line and Incident response. At the conclusion of each round, the team discusses its performance and works together to identify what improvements it can make. The team then works to apply ITIL best practices to improve business processes. Ultimately, the team will mature to where IT services are no longer chaotic or reactive but proactive, adding value to the business and maximizing profits. The CA Advantage The CA Stock Exchange simulation demonstrates the value of ITIL best practices and processes as well as the concepts associated with IT Management. CA has developed a unique approach to charting the ITIL journey through a visual represen- tation of the service life cycle and its interdependent IT service management processes. With this dynamic business simula- tion, your organization can leverage the service life cycle approach to better understand and communicate the importance of process relationships. CA Education strives to be your preferred source for best practices training solutions that deliver maximum results and a rewarding learning experience. For more information about the CA Stock Exchange Simulation visit www.ca.com/simulation 90CJU09ITL01US Learn more about how CA can help you transform your business at ca.com

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