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ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
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ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
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ITpreneurs 2014 Catalog
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ITpreneurs 2014 Catalog
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ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
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ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
ITpreneurs 2014 Catalog
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ITpreneurs 2014 Catalog

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We are pleased to inform you that the 2014 Products and Services Catalog for the first quarter is now available on our website. …

We are pleased to inform you that the 2014 Products and Services Catalog for the first quarter is now available on our website.

Please feel free to browse our comprehensive offering and contact your local account manager, regional office or our service desk if you have any questions. With expertise in key domains including Cloud Computing, ITSM, IT Governance and Strategy, Process Improvement, and Program and Project Management, ITpreneurs provides expert guidance on a broad range of frameworks and integrated solutions.

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  • 1. Catalog 2 0 1 4 17/12/2013 www.itpreneurs.com B
  • 2. www.itpreneurs.com 1
  • 3. Brand Promise In pursuit of shared success with our Partners, we promise to be the global leader in IT best practice competence development by innovating, building and delivering quality content portfolios that empower learners to be effective IT professionals. En la búsqueda del éxito compartido con nuestros Partners, nos comprometemos a ser el líder mundial en el desarrollo de las competencias sobre las mejores prácticas mediante la innovación, la construcción y la entrega de calidad en las carteras de contenido que permiten a los estudiantes a ser efectivos profesionales de TI. Na busca de sucesso compartilhado com os nossos Parceiros, prometemos ser o líder global no desenvolvimento de competências em melhores práticas de TI, através de inovação, construção e entrega de portfólios com conteúdos de qualidade que capacitem os alunos a serem profissionais de TI eficazes. For at opnå succes sammen med vores partnere vil vi være verdens førende i kompetenceudvikling inden for it best practices. Det sker ved, at vi fornyer, sammensætter og leverer uddannelsestilbud af høj kvalitet, som skaber effektive it-professionelle. 为了与合作伙伴一起成功,我们承诺: 创新,开发并交付高质量的内容产品,竭力成为IT最佳实践技能开发领域的全球领导者。 ITプレナーズは、 パートナ様とともに発展することを目指します。 この実現のために、 我々は 優秀なITプロフェッショナル育成のための革新的なコンテンツを開発 提供し続け、 ・ ITベス トプラクティスの教育におけるグローバルリーダーとなることをお約束します。 www.itpreneurs.com 3
  • 4. Q1 2014 Highlights New Courses HDI Dear Partners, We’re pleased to let you know that on the eve of this coming new year, we’re poised with an expansive, evolving portfolio that will prove to outshine many others in the coming months. This, to meet the needs of IT professionals— helping them to survive and thrive in the face of today’s business demands. This past year, we added Bloom’s 4/5 level blended training courses, videos, self-paced elements and instructor interaction, as well as eBooks and serious business simulations to our delivery methods. In 2014, we will be renewing our portfolio with many exciting, new learning solutions. The first of these are available (and shown on the right). These solutions will be joined by other exciting training courses that fall into new categories, including Solutions Development and Deployment, Service and Operations Management; Security and Risk Management. On behalf of all of us at ITpreneurs, we’re looking forward to forging a bright new year ahead with you, our valued Partners. Arjan Woertman Product Portfolio Director HDI Customer Service Representative HDI Support Center Analyst HDI Desktop Support Technician HDI Support Center Team Lead HDI Support Center Manager HDI Desktop Support Manager HDI Support Center Director Knowledgement Management Foundations: KCS Principals Knowledge-Centered Support Fundamentals New Courses ISO 22301 and 27005 ISO 22301 Foundation ISO 22301 Lead Auditor ISO 22301 Lead Implementer ISO/IEC 27005 Risk Manager New Courses ArchiMate 2 ArchiMate 2 Foundation Level 1 ArchiMate 2 Certified Level 2 ArchiMate 2 Level 1 & 2 Combined www.itpreneurs.com 5
  • 5. Product Portfolio Emerging Technologies Cloud Computing Services Portfolio 19 21 IT Governance and Strategy 47 COBIT® 49 TOGAF® 67 ISO/IEC 27001 83 ISO 22301 93 ISO/IEC 27005 103 ArchiMate 107 XBRL® 115 Service Management 121 ITIL® 123 ISO/IEC 20000 219 Kepner-Tregoe® 227 HDI® 237 Process Improvement 267 TIPA® 269 Project and Program Management 283 PRINCE2® 285 PMP® 293 Agile/Scrum 303 Project Management Simulation 311 Learning Infrastructure Services Learning Portal Licensing Courseware Hosting Exam Hosting and Delivery 337 338 340 341 Customization Services LMS Content Integration Courseware Co-Branding Custom Courseware and Exam Development 343 344 345 346 Accreditation Services Instructor Accreditation Program Train the Trainer Program Partner Accreditation Program 349 350 351 352 ITpreneurs Exam Center Services ITpreneurs Exam Centers 355 356 ITpreneurs Partner Course Calendar (PCC) Services ITpreneurs Partner Course Calendar 359 360 Course Delivery Legend E Metricus 317 Metricus Framework 319 Metricus for Remedy 323 Metricus for ServiceNow 329 CL VC B EX SIM eLearning Classroom Virtual Classroom Blended Exam Simulation TTT ICF Train Instructor The Trainer Course Familiarization www.itpreneurs.com 7
  • 6. ITpreneurs: Provider of Education and Knowledge Solutions Through a global network of certified delivery and training partners, we offer the most comprehensive portfolio of competence development programs. Through classroom, eLearning and blended course environments, our solutions have been delivered in over 45 countries and offered in 12 languages. ITpreneurs has trained thousands of IT professionals in hundreds of corporations. With expertise in key domains including ITSM, IT Governance and Strategy, Solution Development and Deployment, Process Improvement, Project Management, and Cloud Computing, ITpreneurs provides guidance on a broad range of frameworks and integrated solutions. Introduction ITpreneurs Best Practices www.itpreneurs.com 9
  • 7. Our Approach Identify good practices across various IT domains. Develop a portfolio of courses, materials, implementation guidance and support toolkits. Create awareness among target audiences about the benefits of the framework. Enable partners to add these good practices to their portfolio of competencies and services. Build case studies, success stories, improve the materials, localize content in 12 languages. www.itpreneurs.com 11
  • 8. Global Delivery Network Over 250 certified instructors worldwide deliver ITpreneurs solutions to partners and customers. The ITpreneurs Trainer Certification Program ensures that all instructors deliver a consistent, high-quality learning program. Our delivery capability spans more than twelve global languages. www.itpreneurs.com 13
  • 9. Product Portfolio Emerging Technologies ITpreneurs Best Practices Cloud Computing IT Governance and Strategy COBIT® TOGAF® ISO/IEC 27001 ArchiMate ISO 22301 ISO/IEC 27005 Service Management ITIL® ISO/IEC 20000 Kepner-Tregoe® HDI® Process Improvement ISO/IEC 27001 COURSEWARE ISO/IEC 20000 TIPA® Project and Program Management PRINCE2® PMP® AGILE/Scrum Project Management Simulation Metricus Metricus Cloud / Hosted Metricus for ServiceNow Metricus for Vivantio www.itpreneurs.com 15
  • 10. Our Portfolio Vision We intend to be the trusted supplier of innovative training and knowledge solutions that enable establishment of best in class IT organizations. Innovation in design, form, content, and usability of our solutions Thought leadership in known and accepted IT best practice and management frameworks Capability Building in IT professionals from novice to experts in their chosen domain www.itpreneurs.com 17
  • 11. Emerging Technologies Going Into the Cloud? Cloud computing is changing the way we work and the way we engage with our customers. Virtually every organization is now exploring their potential for cloud computing, searching for a higher agility, scalability and even new business opportunities. Still, many organizations struggle to correctly adopt cloud computing to their advantage, not anticipating the impact it has on the entire organization. With the help of the ITpreneurs Cloud Certification Program, organizations and professionals can successfully prepare for the journey into the cloud and attain real cloud benefits. www.itpreneurs.com 19
  • 12. Emerging Technologies Cloud Computing Get Your People Ready for the Cloud ITpreneurs, together with a review board of industry leading organizations including the ING Group, Cisco, EMC, HP, IBM and Virtual Clarity, developed the Cloud Certification Program for IT professionals. Start with Essential Training The impact of cloud computing implementation on business processes, governance, security, and a common understanding of the technology behind cloud computing is covered wit the Essentials education. Continue with the Professional Series Training Develop advanced cloud capabilities through the Professional Cloud courses: from enabling Technology professesionals to architect cloud solutions, to ensuring that senior security professionals can guarantee secure use of the cloud. Courses & Certifications Cloud Awareness CompTIA Cloud Essentials Cloud Credential Council (CCC) Virtualization Essentials Business Simulation Cloud Challenge CCC Professional Cloud Administrator CCC Professional Cloud Developer CCC Professional Cloud Security Manager CCC Professional Cloud Service Manager CCC Professional Cloud Solutions Architect Emerging Technologies www.itpreneurs.com 21
  • 13. Awareness • • • • Describe the landscape of different types of virtualization and understand the different types of clouds. Illustrate how key application features can be delivered on virtual infrastructures. Explain typical steps that lead to the successful adoption of virtualization technologies. Understand the similarities and differences between cloud computing and outsourcing. Course Logistics: • Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, and 1,024X768 pixel resolution) • Broadband Internet connection The Cloud Awareness eLearning course is an essential introduction for IT and business executives who need to gain fast insight into virtualization and cloud computing, the core benefits, and the impact on the organization. Prerequisites: None Course Student Material: Online, self-paced instructional material available for 90 days Agenda: Course Module Topics Course Introduction • Course Overview 1. Introduction to Virtualization and Cloud Computing • • • • Concepts and Definitions Cloud Computing and Virtualization in Context Landscape Suitability for Organizations 2. Virtualization • • • • • Server Virtualization Workplace Virtualization Vendors Business Value Adopting Virtualization 3. Cloud Computing • Cloud Service Model • Cloud Service Providers • Risks Connected to Cloud Computing Virtualization and Cloud Awareness Course eLearning Certificate: None Duration: 4 hours Course Delivery: eLearning Course ID: VCC1110E Language: English Credits: 4 PDUs Course Description: The Virtualization and Cloud Awareness course provides a 4-hour, interactive, online learning experience. This self-paced eLearning course is ideal for those who require a basic understanding of the virtualization and cloud computing concepts in a time-efficient manner. The course has been designed for learners who need this basic awareness as a general interest—as part of a larger program initiative—as opposed to the full certification Virtualization and Cloud Essentials courses. The Cloud Awareness Course will be of interest to: • IT and business executives who want to receive an overview of the concepts and the significance of virtualization and cloud computing. • IT and business staff who need a brief overview and awareness of the virtualization and cloud computing concepts. Learning Objectives: At the end of this course, participants will be able to: • Understand the common terms and definitions of virtualization and cloud computing and be able to give examples. • Understand the technical capabilities and business benefits of virtualization and cloud computing and how to measure these benefits. Emerging Technologies Ordering Options: Description Code Virtualization and Cloud Computing Awareness Course eLearning VCC1110E ITpreneurs is a Certified Content Partner with the Cloud Credential Council www.itpreneurs.com 23
  • 14. Essentials The Essentials courses and exams are intended for a wide range of professionals who will see their process areas affected by the implementation of cloud computing, including IT support Staff, Developers, Architects, Consultants, Process Managers, Account Managers and IT Managers. The courses and exams are also intended for technical IT specialists who work with, or are going to work with, products from the large vendors such as VMware, Cisco, Citrix, IBM, Red Hat and Microsoft. Cloud Essentials Certificate: CompTIA Cloud Essentials™ Duration: 2 day classroom or 12-hour self-paced eLearning course Course Delivery: (Virtual) Classroom, Exam Course ID: VCC1220, VCCJ1220 Language: English, Japanese, Portuguese Credits: 11 PDUs, 14 CPEs Course Description: • The Cloud Essentials Course™ is a 2-day, interactive, classroom-based learning experience. This introductory course provides a balanced curriculum and addresses the business and technical perspectives of cloud computing. It will also explain how to adopt, operate, and govern the cloud. The course enables participants to successfully complete the associated CompTIA® Cloud Essentials Exam to become Cloud Essentials Certified. In addition, the course complements the Virtualization Essentials course, which they can do either before or after they have taken the Cloud Essentials course. • his course has been designated as CompTIA Approved Quality Content. T • Cloud Essentials courseware is tested by ProCert Labs • Cloud Essentials Courseware is accredited by the Cloud Credential Council. Course Approach: Scenario-driven learning has always been one of the key success factors of ITpreneurs courses because it puts participants in the right mindset to apply the principles in a realistic setting. Role-play activities included in this course present a real-world connect using situations that can occur in the day-to-day life of participants. Moreover, interactivities such as brainstorms, quizzes, and discussions add to the interactive nature of this course. Emerging Technologies The Cloud Essentials Course will be of interest to: • IT Support Staff • IT Consultants • Business Managers • Business Analysts • Small and Mid-sized Business Owners • Specialists (IT, security, infrastructure, services, systems, test, etc.) • Business Process Owners • IT Developers • Service ProvidersSystem Integrators • Architects • Consultants • IT Management Learning Objectives: At the end of this course, participants will be able to: • Understand the common terms and definitions of cloud computing. • Understand the business benefits and business considerations of cloud computing. • Understand cloud computing from a technical perspective and recognize the various techniques, methods, challenges, and types of clouds. • Understand the impact and changes of cloud computing on IT Service Management. • Explain typical steps that lead to the successful adoption of cloud computing and understand the implications for organizations. • Recognize the compliance, risk, and regulatory consequences of cloud computing and its financial and strategic impact on an organization. Course Logistics: • Classroom — U-shaped setup preferred • Whiteboard, flipchart, and projector • Participants — maximum of 16 • Virtual Classroom Software (provided by ITpreneurs), in the event of a virtual classroom delivery Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the IT domain. Course Student Material: Participants receive a copy of the classroom presentation material and the Participant Handbook, which contains Reference Material. In addition, a sample Exam is provided. About Examination: • The course includes an Exam Preparation module, preparing participants to complete the CompTIA Cloud Essentials™ Exam on the second day of the course. This exam can also be taken outseide the classroom course through a Pearson Vue Testing Center. • The exam consists of 50 questions, the passing score is 720 (on a scale of 900), and is web-based in English, Japanese and Portuguese. • Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials Exam are eligible for the Cloud Technology Associate Certificate (www.cloudcredential.org). www.itpreneurs.com 25
  • 15. Agenda: CompTIA Cloud Essentials eLearning Day 1 Day 2 1. Course Introduction 6. Operating in the Cloud 2. Introduction to Cloud Computing 7. Governing the Cloud 3. Business Perspective 8. Exam Preparation 4. Technical Perspective 9. Exam Certificate: CompTIA Cloud Essentials™ Certificate Duration: 12 hours Course Delivery: eLearning Course ID: VCC1220E Language: English, Portuguese, Japanese Credits: 11 PDUs 5. Adopting the Cloud Ordering Options: Description Code Cloud Essentials Course – Materials printed by ITpreneurs VCC1220MPI Cloud Essentials Course – Materials printed by partners VCC1220MPP Cloud Essentials Course– Online exam VCC1220XO Cloud Essentials Course – Instructor VCC1220I Course Description: The Cloud Essentials Course™ is a 12-hour, interactive, online learning experience. This introductory course provides a balanced curriculum and addresses the business and technical perspectives of cloud computing. It also explains how to adopt, operate, and govern the cloud. The course enables participants to successfully complete the associated CompTIA® Cloud Essentials Exam to become Cloud Essentials Certified. • This course has been designated as CompTIA Approved Quality Content • Cloud Essentials courseware is tested by ProCert Labs • Cloud Essentials courseware is accredited by the Cloud Credential Council Course Approach: Scenario-driven learning has always been one of the key success factors of ITpreneurs courses because it puts the participants in the right mindset to apply the principles in a realistic setting. The scenarios included in this online course present a real-world connect using situations that can occur in the dayto-day life of participants. In addition, interactivities such as quizzes and assignments add to the interactive nature of this course Audience: • IT Support Staff • IT Consultants • Business Managers • Business Analysts • Small and Midsized Business Owners • Specialist (IT, security, infrastructure, services, systems, test, and so on) • Business Process Owners • IT Developers • Service Providers • System Integrators • Architects • Consultants • IT Management ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies Learning Objectives: At the end of this course, participants will be able to: • Understand the common terms and definitions of cloud computing • Comprehend the business benefits and business considerations of cloud computing. • Understand cloud computing from a technical perspective and recognize the various techniques, methods, challenges, and types of clouds. • Understand the impact and changes of cloud computing on IT service management. www.itpreneurs.com 27
  • 16. Explain typical steps that lead to the successful adoption of cloud computing, and understand the implications for an organization. • Recognize the compliance, risk, and regulatory consequences of cloud computing and its financial and strategic impact on an organization. Course Logistics: • Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, and 1,024X768 pixel resolution) • Broadband Internet connection Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the IT domain Course Student Material: Online, self-paced instructional material available for 90 days About the Examination: • The course includes an Exam Preparation module, preparing participants to complete the CompTIA Cloud Essentials Exam on the second day of the course. • The exam consists of 50 questions, the passing score is 720 (on a scale of 900), and is web-based in English, Japanese and Portuguese. • Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials exam are eligible for the Cloud Technology Associate Certificate (www.cloudcredential.org). Agenda: Course Modules Topics 1. Course Introduction Course Overview and Logistics 2. Introduction to Cloud Computing Context, History, Definitions, and Types of Clouds 3. Business Perspective Business Perspectives, Business Case, and Outsourcing vs. Cloud Computing 4. Technical Perspective Taxonomy, Techniques, Methods, Challenges, Risks, and Implications 4. Adopting the Cloud Roadmaps, Vendors, Cloud Readiness, and Migration 5. Operating in the Cloud Service Management: Control, Design, Change, and Run 6. Governing the Cloud Risk Management, Financial Management, and Vendor Management 7. Exam Preparation 50 Questions Exam Optional Ordering Options: Description Code Cloud Essentials eLearning Course VCC1220E Cloud Essentials Course– Online exam VCC1220XO Virtualization Essentials Certificate: CCC Virtualization Essentials Certificate Duration: 2 days Course Delivery: (Virtual) Classroom, Exam Course ID: VCC1210 Language: English Credits: 14 PDUs, 18 CPEs Course Description: The Virtualization Essentials course is a 2-day, interactive, classsroom-based learning experience. The course provides a balanced curriculum and addresses the business perspective, the technical organization, and operating, and governing virtualization. The course enables participants to successfully complete the associated Essentials exam. In addition, this course complements the Cloud Essentials course. The participants can do the Cloud Essentials course either before or after they’ve taken the Virtualization Essentials course. Course Approach: Scenario-driven learning has always been one of the key success factors of ITpreneurs courses because it puts participants in the right mindset to apply the principles in a realistic setting. The role-play activities included in this course present a real-world connect, using situations that can occur in the day-to-day life of the participants. In addition, interactivities such as brainstorms, quizzes, and discussions add to the interactive nature of this course. The Cloud Virtualization Essentials Course will be of interest to: • • • • • • IT Support Staff IT Consultants Business Managers Business Analysts Small andMid-sized Business Owners Specialist (IT, security, infrastructure, services, systems, test, etc.) • • • • • • • Business Process Owners IT Management IT Developers Service Providers System Integrators Architects Consultants Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the IT domain. Learning Objectives: At the end of this course, participants will be able to: • Understand the common terms and definitions of virtualization. • Comprehend the business benefits and business considerations of virtualization. • Understand various approaches to server virtualization, its relevance to the modern data center, available platforms and important features. • Understand the implications of virtualization on storage, networks, and applications, and recognize issues, challenges, and opportunities for managing this. • Comprehend the implications of virtualization in the modern workplace, and recognize challenges and opportunities for managing this. • Understand the impact and changes of virtualization on IT Service Management. • Explain typical steps that lead to the successful adoption of virtualization techniques, and understand the implications for an organization. • Recognize the compliance, risk, and regulatory consequences of virtualization and its financial and strategic impact for an organization. ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies www.itpreneurs.com 29
  • 17. Course Logistics: • Classroom—U-shaped setup preferred • Whiteboard, flipchart, and projector • Participants — maximum of 16 Virtualization Essentials eLearning Course Student Material: Participants receive a copy of the classroom presentation material and the Student Handbook, which contains Reference Material. In addition, a Virtualization Essentials Sample Exam is provided. Examination: • The course includes an Exam Preparation module, preparing participants for the Virtualization Essentials exam on the second day of the course. • The online exam is closed-book format, with 40 multiple-choice questions. The pass score is 65% (26 out of 40 questions). The exam is 60 minutes long. • A proctor, nominated by the candidate, is required to take the exam. ITpreneurs will provide all forms to register the proctor. • Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials exam are eligible for the Cloud Technology Associate Certificate (www.cloudcredential.org). Agenda: Day 1 Day 2 1. Course Introduction 6. Workplace Virtualization Technologies 2. Introduction to Virtualization 7. Adopting Virtualization 3. Business Perspective 8. Operating Virtualization 4. The Virtual Data Center: Server Virtualization 9. Governing Virtualization 5. The Virtual Data Center: Storage Networks, and Applications 10. Exam Preparation Exam Ordering Options: Description Code Virtualization Essentials Course – Materials printed by ITpreneurs VCC1210MPI Virtualization Essentials Course – Materials printed by partners VCC1210MPP Virtualization Essentials Course– Online exam VCC1210XO Virtualization Essentials Course – Instructor VCC1210I Certificate: CCC Virtualization Essentials Duration: 12 hours Course Delivery: eLearning Course ID: VCC1210E Language: English Credits: 12 PDUs Course Description: The Virtualization Essentials course is a 12-hour, interactive, online learning experience. The course provides a balanced curriculum and addresses the business perspective, the technical organization, and operating and governing virtualization. The course enables the participants to successfully complete the associated Virtualization Essentials exam to become a Virtualization Essentials™ Professional (VEP) In addition, the course complements the Cloud Essentials course. The participants can take the Cloud Essentials course either before or after they’ve taken the Virtualization Essentials course. Course Approach: Scenario-driven learning has always been one of the key success factors of ITpreneurs courses because it puts participants in the right mindset to apply the principles in a realistic setting. The role-play activities included in this course present a realworld connect using situations that can occur in the day-to-day life of participants. In addition, interactivities such as brainstorms, quizzes, and discussions add to the interactive nature of this course Audience: • IT Support Staff • IT Consultants • Business Managers • Business Analysts • Small and Midsized Business Owners • Specialist (IT, security, infrastructure, services, systems, test, and so on) • Business Process Owners • IT Developers • Service Providers • System Integrators • Architects • Consultants • IT Management Learning Objectives: At the end of this course, participants will be able to: • Understand the common terms and definitions of virtualization. • Comprehend the business benefits and business considerations of virtualization. • Understand various approaches to server virtualization, its relevance to the modern data center, available platforms, and important features. • Understand the implications of virtualization on storage, networks, and applications and recognize issues, challenges, and opportunities for managing this. • Comprehend the implications of virtualization on the modern workplace, and recognize challenges and opportunities for managing this. • Understand the impact and changes of virtualization on IT service management. ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies www.itpreneurs.com 31
  • 18. • Explain typical steps that lead to the successful adoption of virtualization techniques, and understand the implications for an organization. • Recognize the compliance, risk, and regulatory consequences of virtualization and its financial and strategic impact on an organization. Cloud Challenge Business Simulation Course Logistics: • Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, and 1,024X768 pixel resolution) • Broadband Internet connection Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the IT domain. Course Student Material: Online, self-paced instructional material available for 90 days. About the Examination: • The course includes an Exam Preparation module, preparing participants for the Virtualization Essentials exam on the second day of the course. • The online exam is closed-book format, with 40 multiple-choice questions. The pass score is 65% (26 out of 40 questions). The exam is 60 minutes long. • A proctor, nominated by the candidate, is required to take the exam. ITpreneurs will provide all forms to register the proctor. • Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials exam are eligible for the Cloud Technology Associate Certificate (www.cloudcredential.org). Certificate: N/A Duration: 4 hours Course Delivery: Online Game Course ID: VCC1230SIM Language: English Credits: 4 PDUs Course Description: The Cloud Challenge business simulation is an online, single-player, serious game. During the 4-hour game, players will experience the business changes caused by cloud computing and virtualization. Players will interact with business partners and stakeholders from IT and other departments, and will make strategic choices on cloud computing techniques that have an impact throughout the business. The game consists of multiple scenarios, each focusing on different topics from the cloud computing and virtualization eLearning courses. Course Approach: Taking place in a fictional enterprise, the Cloud Challenge game gives insight into the application of cloud computing and virtualization in real-world scenarios. The game gives context to the subject matter and delivers a fun, highly interactive experience to anchor the player’s knowledge of cloud computing and virtualization. • Anchors knowledge gained during the Virtualization and Cloud Essentials courses • An exciting method to put theory into practice • Multiple scenarios, providing exposure to a broad set of issues • Single-player game; play online anywhere, any time • Ability to compete with players from all over the world Agenda: Modules Topics 1. Course Introduction Course Overview 2. Introduction of Virtualization Context, Definitions, and Landscape 3. Business Perspective Business Value, Inhibitors, and Challenges 4. The Virtual Data Center: Server Virtualization Server Virtualization, Elements, Platforms, and Features 5. The Virtual Data Center: Storage, Networks, and Applications Storage, Networking, Automation, Tools, and Implications 6. Workplace Virtualization Technologies Workplace, Challenges, and Solutions The Cloud Challenge Business Simulation course will be of interest to: 7. Adopting Virtualization Roadmaps, Service Introduction, and Migration Techniques 8. Operating Virtualization Service Management Applied to Virtualization 9. Governing Virtualization Risk Management, Financial Management, and Sharing Policy 10. Exam Preparation 40 Sample Questions Exam Optional • • • • • • • • • • • • • Ordering Options: Description Code Virtualization Essentials eLearning Course VCC1210E Virtualization Essentials– Online exam VCC1210XO IT Support Staff IT Consultants Business Managers Business Analysts Small and Mid-sized Business Owners Specialist (IT, security, infrastructure, services, systems, test, etc.) Business Process Owners IT Developers Service Providers System Integrators Architects Consultants IT Management ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies www.itpreneurs.com 33
  • 19. Learning Objectives: At the end of this course, participants will be able to: • Understand the relationships and differences between virtualization and cloud computing. • Comprehend the characteristics of clouds and cloud services from a business perspective. • Demonstrate how the characteristics of cloud computing and virtualization lead to business value. • Explain the steps that lead to the successful adoption of cloud computing and virtualization services. • Identify the organizational capabilities that are relevant for realizing cloud benefits. • Understand the impact and changes of cloud computing on IT Service Management. • Explain and identify the issues associated with integrating cloud computing into an organization’s existing compliance risk and regulatory framework. • Comprehend how to maintain strategic flexibility. Course Logistics: • Computer (Pentium IV, Internet Explorer, cookies enabled, Macromedia Flash Player, speakers or a headset, and 1,024X768 pixel resolution) • Broadband Internet connection Prerequisites: It is highly recommended that participants have completed both the Virtualization and Cloud Essentials courses (eLearning or classroom) before playing the game, as it anchors the knowledge learned in these two courses. Ordering Options: Description Code Cloud Challenge Business Simulation VCC1230SIM ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies www.itpreneurs.com 35
  • 20. Professional A thorough understanding of cloud technology is key for IT professionals to succeed. However, in order to excel, they need role-based competences. The Professional level courses and certifications from the Cloud Credential Council are role based and cover multiple cloud domains in 5 role-based courses. From the impact of cloud on servicemanagement, the security implications for an administrator, to the cloud benefits for an architect—these are all covered in the Professional portfolio. Prerequisites There are no formal prerequisites. However, it is recommended that participants have attained the Cloud Technology Associate Certification (or its equivalent) from the Cloud Credential Council, and/or that participants are conversant with cloud concepts and vocabulary. Course Logistics • Classroom – U-shaped setup preferred • Whiteboard, flipchart, and projector • Participants – maximum of 16, no minimum requirement Cloud Administrator Certificate: Cloud Credential Council Professional Cloud Administrator (PCA) Duration: 3 days Course Delivery: Classroom, Virtual Classroom Learning Objectives At the end of this course, the participant will be able to: • Understand Cloud Provisioning and Administration • Outline Disaster Recovery and Business Continuity strategies for Cloud • Explain Performance Measures, Monitoring and Optimization in Production • Understand Cloud Security Fundamentals • Illustrate Federated controls and strategies for multiple cloud and non-cloud administration • Understand Administration of Virtual Infrastructure Services • Understand Administration of Virtual Platform Services • Understand Administration of Virtual Software Services Course ID: VCC1340 Language: English Credits: None Course Description The interaction between a cloud environment and the existing network/administrative policies is one of the most challenging management issues to resolve. This is the domain of cloud administrators. They configure and maintain the cloud platform—and have to understand and master all aspects regarding cloud provisioning. Course Material Participants receive a copy of the classroom presentation material and the Participant Handbook. About the Examination The Professional Cloud Administrator certification is part of the recognized Professional Series provided by the Cloud Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved certification-training program. Information on recommended follow-on training courses, including approved technology certification, is available from the Cloud Credential website (www.cloudcredential.org). Agenda Audience The Professional Cloud Administrator course will be of interest to: Primary Audience • Network Administrator • Systems Administrator • Database Administrator Secondary Audience • Service Desk Managers • Senior Operators Day 1 Day 2 Day 3 Cloud Provisioning and Administration Federated controls and strategies for multiple cloud and non-cloud administration PaaS Deployment, Administration and Security of Cloud-Enabled Platforms Cloud Bursting IaaS: Deployment of Virtual Clouds, Virtual DCs and Virtual Networks PaaS Application Container Management Issues Cloud Interoperability IaaS: Virtual Storage Provisioning and PaaS Cloud Broker Platforms Management Strategic policy design for cloud usage and compliance IaaS: Cloud Infrastructure Benchmarking SaaS: Cloud service catalogues and application marketplaces Disaster Recovery and Business Continuity strategies for Cloud IaaS: Deployment Automation And Elastic Sizing Of Environments SaaS: Multi-Tenant Data Management Performance Measures, Monitoring and Optimization in Production IaaS: Workload Definition Certification Exam Preparation Cloud Security Fundamentals The Cloud Administrator course enables Network, Systems, and Database Administrators to effectively operate in the cloud. This 3-day training program provides a hands-on, practical approach to cloud provisioning for administrators and touches upon all the aspects of administering cloud services. The training covers best practices on cloud administration, supported by many vendor technology solutions, covering Open Source and major Vendor Standards. This is a professional level course, and relevant to professionals with at least 2-5 years of experience as an Administrator. The course prepares candidates for the Professional Cloud Administrator (PCA) Exam. IaaS: VM Deployment And Maintenance Life Cycle ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies www.itpreneurs.com 37
  • 21. Course Logistics: • Classroom - U-shaped setup preferred • Whiteboard, flipchart, and projector Cloud Developer Certificate: Cloud Credential Council Professional Cloud Developer (PCD) Duration: 3 days Course Delivery: Classroom, Virtual Classroom Course ID: VCC1320 Language: English Credits: None Course Description A thorough understanding of the technology platform and cloud-computing provider is essential for any cloud application developer. However, application developers benefit further from having a thorough understanding, and working-level knowledge, of vendor-neutral application design principles, ensuring that applications provide the most-value throughout the application lifecycle. The Cloud Developer course is designed for senior application developers who are designing and developing applications for cloud environments. This training is delivered as a 3-day classroom or virtual classroom program. The training covers best practices on application design for cloud environments and supports many vendor technology solutions, covering Open Source and major Vendor Standards. The principles covered in the course apply to the entire application lifecycle, and are relevant to any technology or platform. The course material includes various reference materials that help to continue participants’ educational experience when they are back at work after completion of the course. The course prepares candidates for the Professional Cloud Developer (PCD) Exam provided by the Cloud Credential Council. The PCD is endorsed, recognized and supported by several key technology vendors and standards bodies. The content for this course, as well as the PCD certification is based on the cloud standards developed by NIST. Audience: The Professional Cloud Developer course will be of interest to: • Application developers • Cloud Application Developers Course Material: Participants receive a copy of the classroom presentation material and the Participant Handbook. About the Examination The Professional Cloud Developer certification is part of the recognized Professional Series provided by the Cloud Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved certification-training program. Information on recommended follow-on training courses, including approved technology certification, is available from the Cloud Credential website (www.cloudcredential.org). Agenda: Day 1 Day 2 Day 3 Service Modularity, Encapsulation and Orchestration Scalable Coding Interoperability Cloud Code Cloud Architecture Patterns Service Modularity, Encapsulation and Orchestration Cloud service catalogues and application marketplaces Development Monetization Techniques Deployment automation and elastic sizing of environments Mashups and Open APIs Cloud Security and Compliance Fundamentals Tenant-Aware Application Development Deployment automation and elastic sizing of environments Metadata and Semantic Application Architecture Models Tenant-Aware Application Development Testing in the Cloud Certification Exam Preparation Learning Objectives: At the end of this course, the participant will gain competencies in and be able to: • Identify Cloud Architecture Patterns & Development characteristics • Distinguish Cloud Security and Compliance Fundamentals • Understand Deployment automation and elastic sizing of environments • Understand Tenant-Aware Application Development • Distinguish Application Architecture Models • Understand Cloud service catalogues and application marketplaces • Demonstrate the impact of cloud development on testing Prerequisites: There are no formal prerequisites; however, it is recommended that participants have achieved the Cloud Technology Associate certification (or its equivalent) from the Cloud Credential Council (and that participants are conversant with Cloud concepts and vocabulary). Participants further benefit from a strong background in application design and development. ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies www.itpreneurs.com 39
  • 22. Course Logistics: • Classroom – U-shaped setup preferred • Whiteboard, flipchart, and projector Cloud Security Manager Certificate: Cloud Credential Council Professional Cloud Security Manager (PCSM) Duration: 3 days Course Delivery: Classroom, Virtual Classroom Course ID: VCC1350 Language: English Credits: None Course Description Cloud Computing is an emerging technology paradigm that helps organizations deliver IT services faster, with more agility, and with a lower cost of ownership. IT organizations are becoming more cognizant of the associated risks that come with cloud environments. Trusting information assets to the cloud requires a thorough understanding of security and of its associated risks, legal considerations and design of a governance structure. The Cloud Security Manager course is designed for senior security, audit, and compliance professionals who are architecting policies and strategies to ensure compliance with and secure use of cloud computing. This training is delivered as a 3-day classroom or virtual classroom program. The training covers the critical concepts and compliance considerations and complements this with hands-on, practical exercises, and case studies that extensively refer to best practices in the area of Security and Governance in a cloud environment. The course materials also include comprehensive reference materials that help to continue the participants’ educational experience post the course. The course prepares candidates for the Professional Cloud Security Manager (PCSM) Exam provided by the Cloud Credential Council. The PCSM is endorsed, recognized and supported by several key technology vendors and standards bodies. The content for this course, as well as the PSCM certification is based on and aligned with cloud standards developed by the National Institute of Standards and Technology (NIST). Audience: The Professional Cloud Security Manager course will be of interest to: • Governance, Risk & Compliance (GRC) professionals • Information Security Architect • Compliance Specialists • IT Security Professionals • Network Security Organizer • Security Analyst Learning Objectives: At the end of this course, the participant will gain competencies in and be able to: • Analyze Security and Governance Concepts & Challenges in Cloud Computing • Describe what is new in Security in the Cloud? • Outline Contract Management, Terms and Conditions and Legal • Break down IaaS specific Security and Governance Policies • Break down PaaS specific Security and Governance Policies • Break down SaaS: specific Security and Governance Policies Prerequisites: There are no formal prerequisites; however, it is recommended that participants have achieved the Cloud Technology Associate certification (or its equivalent) from the Cloud Credential Council (and that participants are conversant with Cloud concepts and vocabulary). It is further recommended that participants have achieved the COBIT Foundation and relevant ISO/IEC 27000 Certifications (or equivalents). Emerging Technologies Course Material: Participants receive a copy of the classroom presentation material and the Participant Handbook. About the Examination The Professional Cloud Service Manager certification is part of the recognized Professional Series provided by the Cloud Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved certification-training program. Information on recommended follow-on training courses, including approved technology certification, is available from the Cloud Credential website (www.cloudcredential.org). Agenda: Day 1 Day 2 Day 3 Security and Governance Concepts in Cloud Computing Risk Management and the Cloud IaaS: Disaster Recovery, Business Continuity, Capacity and Performance Planning Security Threats and Challenges in Cloud Computing IT Governance and Security IaaS: Security Automation Tools and Cloud Computing – Cloud Security Technology Physical Security and the Impact of Cloud Computing Monitoring – Users and Systems PaaS Security and Governance Policies Virtualization Management and Security in the Cloud Contract Management and T’s & C’s: Terms and Conditions PaaS: Version Management SDLC What Security does the Cloud Solve or Shift? Legal Controls, IP Intellectual Property and Privacy SaaS Security and Governance Policies What Security Does Cloud Change or Introduce? IaaS Security and Governance Policies SaaS: IDAM Identity and Access Management – Federated Administration Credentials Existing Security Reference Models and Standards IaaS: Encryption and DRM Digital Rights Management SaaS: Single Sign-on Identifying the “Delta” in your IT and Business Architecture for Cloud Security IaaS: Network Connectivity Security – APIs and Gateways SaaS: Assurance and Audit Certification Exam Preparation ITpreneurs is a Certified Content Partner with the Cloud Credential Council www.itpreneurs.com 41
  • 23. Cloud Service Manager Certificate: Cloud Credential Council Professional Cloud Service Manager (PCSM) Duration: 3 days Course Delivery: Classroom, Virtual Classroom Course ID: VCC1330 Language: English Credits: None Course Description In an increasingly interconnected and complex IT environment, IT management is under pressure to deliver more agile IT services and adapt to change. Organizations are adopting strategies that include cloud computing to meet these challenges and offer repeatable, flexible and scalable services. Service Management professionals are challenged to help organizations optimally ensure measurable service delivery and management in cloud environments. The Cloud Service Manager course enables Senior (ITIL) Service Managers to design and deliver cloud services. This training is delivered as a 3-day classroom or virtual classroom program and provides a hands-on, practical approach to understanding how cloud impacts operational processes, and how to adapt these processes to deliver better services. The course materials include comprehensive reference materials that help to continue participants’ educational experience post the course. The course prepares candidates for the Professional Cloud Service Manager (PCSM) Exam provided by the Cloud Credential Council. The PCSM is endorsed, recognized and supported by several key technology vendors and standards bodies. The content for this course, as well as the PCSM certification is based on the cloud standards developed by NIST. Audience The Professional Cloud Service Manaher course will be of interest to: • Service Managers (with an ITIL background) • Service Management professionals • Cloud Strategy and Management Consultants • Construct different on-line sourcing environment options: directories, catalogs, apps stores, marketplaces, crowd sourcing scenarios • Distinguishes the key service management factors involved in marketplace and catalog provision • Analyze the key license management issues in a variety of given scenarios, including on-premise and off-premise models. Prerequisites: There are no formal prerequisites; however, it is recommended that participants have achieved the Cloud Technology Associate certification (or its equivalent) from the Cloud Credential Council (and that participants are conversant with Cloud concepts and vocabulary). Participants further benefit from a strong background in IT service management, and preferably are ITIL Expert, or have completed one or multiple ITIL intermediate certifications. Course Logistics: • Classroom – U-shaped setup preferred • Whiteboard, flipchart, and projector • Participants – maximum of 16, no minimum requirement Course Material: Participants receive a copy of the classroom presentation material and the Participant Handbook. About the Examination The Professional Cloud Service Manager certification is part of the recognized Professional Series provided by the Cloud Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved certification-training program. Information on recommended follow-on training courses, including approved technology certification, is available from the Cloud Credential website (www.cloudcredential.org). Agenda Day 2 Day 3 Suppliers, Brokers and Carrier Management Cost of Quality, Acquisition, Transition and Operation in Cloud Managed Cloud Platform Cloud Service Strategy IaaS Service Manager Platform Capacity Management Federated Cloud Service Desk Learning Objectives At the end of this course, the participant will gain competencies in and be able to: • Compare Suppliers, Brokers and Carrier Management • Design Cloud Service Strategy • Deconstruct Federated Cloud Service Desk • Comprehend Cloud Asset Transition Management • Apply Cloud Ecosystem Management • Outline Service Management in different Cloud Scenarios • Differentiate Cloud Tiers and analyze Service Management Availability • Illustrate Distributed and Federated SLA • Show Cost of Quality, Acquisition, Transition and Operation in Cloud • Spot Cloud Market Operations (IaaS) • Analyze key issues for managing cloud platform services • Analyze stages in effective capacity management across platforms • Outline Platform Capacity Management • Illustrate role of SaaS Service Manager Day 1 IaaS: Deployment Automation and Elastic Sizing of Environments SaaS Service Manager Cloud Asset Transition Management IaaS: Cloud Infrastructure Service Benchmarking SaaS: Cloud service catalogs and application marketplaces (SaaS) Cloud Ecosystem Management IaaS: VM Deployment and Maintenance Life Cycle End to End Service Management (SaaS) Service Management in different Cloud Scenarios Spot Cloud Market Operations (IaaS) Service License Management Cloud Tiers and Service Management Availability PaaS Service Manager Certification Exam Preparation Distributed and Federated SLA ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies www.itpreneurs.com 43
  • 24. There are no formal prerequisites; however, it is recommended that participants have achieved the Cloud Technology Associate certification (or its equivalent) from the Cloud Credential Council (and that participants are conversant with cloud concepts and vocabulary). It is further recommended that participants are TOGAF Certified (or its equivalent). Cloud Solutions Architect Certificate: Cloud Credential Council Professional Cloud Solutions Architect (PCSA) Duration: 3 days Course Delivery: Classroom, Virtual Classroom Course ID: VCC1310 Language: English Credits: None Course Description This course is designed for technology professionals who architect the technology solutions that support the changing requirements due to adoption of cloud computing, and help organizations leverage the opportunities that cloud is creating. Solution Architects need to understand the impact that cloud is having on business and information architecture, application design, data management, and security architecture—and be very familiar with the topology and eco-systems that are being created as a result of increasing adoption of cloud technologies and operating models. The Cloud Solution Architect course is designed for senior technology professionals who are architecting and designing the future generation of technology solutions. This training is delivered as a 3-day classroom or virtual classroom program. The training covers the critical concepts, and supplements this with hands-on, practical exercises, and case studies, which extensively refer to the technologies from the most important technologies, platforms and cloud standards. The course materials include comprehensive reference materials that help to continue the participants’ educational experience after the course. The course prepares candidates for the Professional Cloud Solutions Architect (PCSA) Exam provided by the Cloud Credential Council. The PCSA is endorsed, recognized and supported by several key technology vendors and standards bodies. The content for this course, as well as the PCSA certification is based on the cloud standards developed by NIST. Audience The Professional Cloud Solutions Architect course will be of interest to: • Technology Architects • Application Architects • System Architects • Cloud Strategy Consultants • Enterprise Architects • Senior Developers Learning Objectives: At the end of this course, the participant will gain competencies in and be able to: • Explain the history of Cloud Computing and its impact on business and IT Architecture • Demonstrate the key engineering concepts of operating “as a Service” • Explain the impact of Cloud Computing on Service Management • Understand Consumer & Provider Perspectives on Setting Up Cloud Environments • Evaluating a Cloud Solution Architecture • Migrating and transitioning to a Cloud environment Course Logistics: • Classroom - U-shaped setup preferred • Whiteboard, flipchart, and projector Course Material: Participants receive a copy of the classroom presentation material and the Participant Handbook. About the Examination The Professional Cloud Solutions certification is part of the recognized Professional Series provided by the Cloud Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved certification-training program. Information on recommended follow-on training courses, including approved technology certification, is available from the Cloud Credential website (www.cloudcredential.org). Agenda Day 1 Day 2 Day 3 Introduction Evaluating a IaaS Solution architecture Evaluating a SaaS Solution architecture Cloud Computing topology and emerging eco-systems Writing a IaaS Solution Architecture Specification Writing a SaaS Solution Architecture Specification Service Management Lifecycles and Cloud Developing a IaaS Business Case Consumer and Provider perspective on setting up cloud environments Developing a SaaS Business Case Migration, Legacy Transition and Transformation to IaaS Migration, Legacy Transition and Transformation to SaaS Security Architecture and Cloud Evaluating a PaaS Solution architecture Cloud ecosystems Writing a PaaS Solution Architecture Specification Targeting the right solution architecture Certification Exam Preparation Developing a PaaS Business Case Migration, Legacy Transition and Transformation to PaaS Prerequisites: ITpreneurs is a Certified Content Partner with the Cloud Credential Council Emerging Technologies www.itpreneurs.com 45
  • 25. IT Governance and Strategy COBIT® TOGAF® ISO/IEC 27001 ISO/IEC 27005 ISO 22301 XBRL® IT organizations and departments are constantly challenged to meet performance criteria on the one hand, and conformance criteria on the other. Effective IT governance is the single most important predictor of the value an organization generates from IT. The IT governance and strategy courses in this portfolio enable an enterprise to implement effective governance over IT and helps meet their conformance and performance requirements. ISO/IEC 27001 COURSEWARE www.itpreneurs.com 47
  • 26. IT Governance and Strategy Governance, Risk and Compliance COBIT® COBIT Courses and Training Delivery for Your Organization COBIT 5 provides a comprehensive framework that assists organizations in achieving their objectives for the governance and management of enterprise IT. Simply stated, it helps organizations create optimal value from IT by maintaining a balance between realizing benefits and optimizing risk levels and resource use. It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from business, IT, risk, security and assurance communities. COBIT 5 enables IT to be governed and managed in a holistic manner for the entire organization—taking in the full end-to-end business and IT functional areas of responsibility—considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic and useful for organizations of all sizes, whether commercial, not-for-profit or in the public sector. Our COBIT learning solutions help professionals master COBIT and utilize this knowledge for effective implementation within their organizations. It also allows managers to bridge the gap between control requirements, technical issues, and business risks. The COBIT training portfolio provides a blend of courses that are available as separate courses or as part of a learning track that leads to advanced COBIT competence development. Courses & Certifications COBIT® 5 Foundation COBIT® 5 Implementation COBIT® 5 Assessor COBIT® 5 Foundation eLearning COBIT® 4.1 Foundation COBIT® 4.1 Foundation Course with COBIT® Games COBIT®4.1 Implementation Methodology IT Governance and Strategy www.itpreneurs.com 49
  • 27. COBIT® 5 Foundation Course Certificate: COBIT 5 Foundation Course Duration: 2 days or 3 days (with Exam) Course Delivery: Classroom, Virtual Classroom Course ID: GOV1230, GOV1240 Language: English Credits: 14 PDUs (2 days), 21 PDUs (3 days), 19.5 CPEs Course Description The COBIT® 5 Foundation course is an interactive, classroom-based learning experience. Participants learn about the need for an IT governance framework and how COBIT addresses this need by providing the latest insights into enterprise-wide governance of IT. This course explains the elements and supporting materials of the COBIT framework, using a logical and example-driven approach for anyone interested in obtaining COBIT foundation level knowledge. COBIT 5 Foundation is the first step, and a prerequisite, to enroll into the advanced level courses that ISACA has planned for release in 2013. COBIT 5 Foundation Plus We offer COBIT 5 Foundation as a 2-day or a 3-day “Plus” course. The 3-day course offers essential COBIT 5 learning that was not originally part of the COBIT 5 syllabus. Plus, the exam and extensive exam training are included in Day 3, and we spend more time on each module and exercise. About COBIT COBIT 5 provides the next generation of ISACA’s guidance on the enterprise governance and management of IT. It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from business, IT, risk, security and assurance communities. Today, more than ever, information and related technologies need to be governed, managed and operated in a holistic manner—with a single, integrated process model that provides end-to-end coverage of the roles, responsibilities and practices required. COBIT 5 provides a comprehensive framework that assists enterprises in achieving their objectives for the governance and management of enterprise IT. It helps enterprises create optimal value from IT by maintaining a balance between realizing benefits and optimizing risk levels and resource use. COBIT 5 enables IT to be governed and managed in a holistic manner for the entire enterprise, taking in both the full end-to-end business and IT functional areas of responsibility, while considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic, and is useful for enterprises of all sizes; whether commercial, not-for-profit or in the public sector. Audience A wide range of business managers, IT management consultants, IT governance professionals, and auditors who wish to gain a better understanding of COBIT 5 and what it can provide their organization. Learning Objectives • At the end of this course, participants will gain competencies in: • Key challenges of using IT • IT governance concepts and benefits • COBIT 5 framework, principles, and enablers • Relationship between stakeholder needs and governance • Implementation approach for the use of COBIT 5 • Structure of COBIT 5 process reference model IT Governance and Strategy • • • • • Governance and management domains Components of COBIT 5 processes Need for capability assessments COBIT 5 ISO/IEC 15504 approach Application of COBIT 4 maturity model approach with COBIT 5 • Other COBIT 5 enablers for IT governance and management Benefits • At the end of this course, participants will enjoy these benefits: • Master COBIT 5 at a foundation level • Interact and learn from peers in this intensive, group-learning exercise • Apply COBIT in their day-to-day practice • The course is a steppingstone for the COBIT Implementation Methodology course, as well as other COBIT 5 courses. • Flexible delivery: the course is available in the traditional classroom, virtual classroom, and eLearning formats. Case Study Scenario-driven learning has always been one of the key success factors of the COBIT Foundation course, since it puts participants in the right mind-set to apply the principles of COBIT in real life. The new case study takes this into account and builds on it by: • Providing more business-focused challenges through situations and cases • Presenting a real world connect using situations that can occur in the day-to-day life of participants • Discussing the application of COBIT with others Course Organizational Logistics Classroom, whiteboard, flipchart and projector, participants — maximum of 16, no minimum requirement. Prerequisites There are no formal prerequisites; it is recommended that participants have experience in the IT governance domain. Course Student Material Participants receive a copy of the classroom presentation materials and the Participant Workbook, which contains reference material. About the Examination • The exam is in closed-book format with 50 multiple-choice questions. The pass score is 50%. The exam lasts for 40 minutes. The exam is available as web-based or paper-based. Course Modules Day 1 Day 3 Module Subject Module Subject 1 Course Introduction 10 Exam Preparation Guidance 2 Why COBIT? IT Governance and Management Challenges 11 Revision Recap – Key COBIT 5 Facts for the Exam 3 COBIT 5 – An Introduction 12 Self-Study 4 COBIT 5 – Enablers 13 Exam 5 COBIT 5 – Meeting Stakeholder Needs Day 2 Module Subject 6 COBIT 5 – Introduction to COBIT 5 – Enabling Processes 7 COBIT 5 – The COBIT 5 Processes 8 COBIT 5 – The COBIT 5 Process Components 9 COBIT 5 – Process Capability Assessments www.itpreneurs.com 51
  • 28. COBIT® 5 Implementation Course Certificate: COBIT 5 Implementation Course Duration: 3 days Course Delivery: Classroom, Virtual Classroom Course ID: GOV1420 Language: English Course Description Get a practical appreciation of how to apply COBIT 5 to specific business problems, pain points, trigger events and risk scenarios within the organization. Learn how to implement and apply COBIT 5 into your enterprise and how to effectively use it for client initiatives. Attendees will walk away with an appreciation of how to effectively use COBIT 5 for different organizational scenarios. The course is supported by practical exercises and engaging, case-based scenarios. Candidates learn how to apply the COBIT 5 continual improvement lifecycle approach to address requirements and establish and maintain a sustainable approach to governing and managing enterprise IT as “normal” business practice. About COBIT 5 COBIT 5 provides the next generation of ISACA’s guidance on the enterprise governance and management of IT. It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from business, IT, risk, security and assurance communities. Today, more than ever, information and related technologies need to be governed, managed and operated in a holistic manner—with a single, integrated process model that provides end-to-end coverage of the roles, responsibilities and practices required. COBIT 5 provides a comprehensive framework that assists enterprises in achieving their objectives for the governance and management of enterprise IT. It helps enterprises create optimal value from IT by maintaining a balance between realizing benefits and optimizing risk levels and resource use. COBIT 5 enables IT to be governed and managed in a holistic manner for the entire enterprise, taking in both the full end-to-end business and IT functional areas of responsibility, while considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic and is useful for enterprises of all sizes, whether commercial, not-for-profit or in the public sector. Audience IT auditors, IT managers, IT quality professionals, IT leadership, IT developers, process practitioners and managers in IT service providing firms, and business managers. Case Study Scenario-driven learning has always been one of the key success factors of the ITpreneurs COBIT training approach, since it puts participants in the right mind-set to apply the principles of COBIT in real life. The all-new case study takes this into account and builds on it by: • Providing more business-focused challenges through situations and cases. • Presenting a real world connect using situations that can occur in the day-to-day life of participants. • Discussing the application of COBIT with others. Course Organizational Logistics • Classroom setting • Whiteboard, flipchart and projector • Recommended class size: 5-20 learners Prerequisites Successful completion of the COBIT 5 Foundation Exam. Course Material Participants receive a printed copy of the classroom presentation materials and the printed Participant Workbook, which contains additional reference material, such as the syllabus, glossary, process reference guide and the mock exam. Participants may reference a hard copy of the ISACA COBIT 5 Implementation Guide and/or download or purchase this from the ISACA Web site, www.isaca.org. About the Examination • The COBIT 5 Implementation examination paper consists of three booklets: the scenario booklet, question booklet and the answer (sheet) booklet. In total, there are four questions, each testing one syllabus area, in various formats (multiple choice, multiple response, matching responses and evaluating statements). • The pass mark for the Implementation exam is 50%. Each of the four questions contains 20 question lines, each of which attracts 1 mark, giving a total of 80 marks. Each of the four questions will be sub-divided into parts. Each of these parts will identify the portion of the 20 marks allocated to it. • The exam is 150 minutes in duration. • Participants may reference their copy of the Implementation Guide during the examination/ Learning Objectives At the end of this course, participants will gain competences in: • How to analyze enterprise drivers. • Implementation challenges, root causes and success factors. • How to determine and assess current process capability. • How to scope and plan improvements. • Potential implementation pitfalls. IT Governance and Strategy www.itpreneurs.com 53
  • 29. COBIT® 5 Assessor Course Certificate: COBIT 5 Assessor Course Duration: 3 days Course Delivery: Classroom, Virtual Classroom, Exam Course ID: GOV1430 Language: English Course Description In the COBIT 5 Assessor course, participants will master the understanding of how to perform a formal Process Capability Assessment and how it can be used to enable business goals, prioritize improvement activities and identify opportunities for improving the governance and management of IT assets. The course provides the basis for assessing an enterprise’s process capabilities against the COBIT 5 Process Reference Model (PRM). Evidence-based to enable a reliable, consistent and repeatable way to assess IT process capabilities, this model helps IT leaders gain C-level and board member buy-in for change and improvement initiatives. Assessment results provide a determination of process capability. They can be used for process improvement, delivering value to the business, measuring the achievement of current or projected business goals, benchmarking, consistent reporting and organizational compliance. The course is supported by practical exercises and engaging case-based scenarios. A successful practitioner candidate will be able to become an assessor or a lead assessor and apply for full ISACA certification if they can supply further proof of the competences required by ISACA. About COBIT 5 COBIT 5 provides the next generation of ISACA’s guidance on the enterprise governance and management of IT. It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from business, IT, risk, security and assurance communities. Today, more than ever, information and related technologies need to be governed, managed and operated in a holistic manner—with a single, integrated process model that provides end-to-end coverage of the roles, responsibilities and practices required. COBIT 5 provides a comprehensive framework that assists enterprises in achieving their objectives for the governance and management of enterprise IT. It helps enterprises create optimal value from IT by maintaining a balance between realizing benefits and optimizing risk levels and resource use. COBIT 5 enables IT to be governed and managed in a holistic manner for the entire enterprise, taking in both the full end-to-end business and the IT functional areas of responsibility, while considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic and is useful for enterprises of all sizes, whether commercial, not-for-profit or in the public sector. Audience This course is designed for: • Internal & external Auditors who want to add process capability assessments to the scope of their audits. • IT auditors who want to add process capability assessments to the scope of their audits. • Consultants who want to be allowed to perform independent process assessments on behalf of their clients. Learning Objectives • At the end of this course, participants will gain competences in: • How to perform a process capability assessment using the Assessor Guide / COBIT 5. IT Governance and Strategy • How to apply the Process Assessment Model (PAM) in performing a process capability assessment, specifically: -- To use the Process Reference Model, in particular to be able to use the 37 processes outlined in the PRM -- To apply and analyse the measurement model in assessing process capability levels. -- To apply and analyse the capability dimension using generic criteria outlined in the PAM. -- How to identify and assess the roles and responsibilities in the process capability assessment process. -- How to perform and assess the 7 steps outlined in the Assessor Guide, specifically: Initiate a process assessment. -- Scope an assessment, using the tools provided and the PAM for the selection of the appropriate processes. -- Plan and brief the teams. -- Collect and validate the data. -- Do a process attribute rating. -- Report the findings of the assessment. • How to use the self-assessment guide. Case Study Scenario-driven learning has always been one of the key success factors of the ITpreneurs COBIT training approach, since it puts participants in the right mind-set to apply the principles of COBIT in real life. The all-new case study takes this into account and builds on it by: • Providing more business-focused challenges through situations and cases. • Presenting a real world connect using situations that can occur in the day-to-day life of participants. • Discussing the application of COBIT with others. Course Organizational Logistics -- Classroom setting. -- Whiteboard, flipchart and projector. -- Recommended class-size: 5-20 learners. Prerequisites Successful completion of the COBIT 5 Foundation Exam. Course Material Participants receive a printed copy of the classroom presentation materials and the printed Participant Workbook, which contains additional reference material, such as the syllabus, glossary, process reference guide and the mock exam. About the Examination • The COBIT 5 Assessor examination paper consists of three booklets: the scenario booklet, question booklet and the answer (sheet) booklet. The scenario booklet contains a scenario providing a description of performing a Process Capability Assessment using the COBIT 5 Process Assessment Model (PAM). In total, there are eight questions, each testing one syllabus area, in various formats (multiple choice, multiple response, matching responses and evaluating statements). • The pass mark for the Implementation exam is 50%. Each of the eight questions contains 10 question lines, each of which attracts 1 mark, giving a total of 80 marks. Each of the eight questions will be sub-divided into parts. Each of these parts will identify the portion of the 10 marks allocated to it. • The exam is 150 minutes in duration. • Participants may reference their copy of the COBIT 5 PAM and Assessor Guide during the examination, no additional support material is permitted. • A successful practitioner candidate will be able to become an assessor or a lead assessor and apply for full ISACA certification if they can supply further proof of the competences required by ISACA. www.itpreneurs.com 55
  • 30. COBIT® 5 Foundation eLearning Certificate: COBIT 5 Foundation eLearning Duration: 16 Hours Course Delivery: eLearning Course ID: GOV1230E Language: English Credits: 16 PDUs Course Description The COBIT® 5 Foundation eLearning course is an online, self-paced interactive training course. Participants learn about the need for an IT governance framework, and how COBIT addresses this need by providing the latest insights into enterprise-wide governance of IT. This course explains the elements and supporting materials of the COBIT framework, using a logical and example-driven approach for anyone interested in obtaining COBIT foundation level knowledge. COBIT 5 Foundation is the first step, and a prerequisite, to enrolling into the advanced level courses. The ITpreneurs Plus Approach™ The ITpreneurs COBIT Foundation eLearning course offers essential COBIT 5 learning that exceeds the APMG COBIT 5 syllabus. Additional content, focusing on the COBIT 5 process guide, ensures practical focus so that learners will understand the implications of COBIT in their daily jobs. About COBIT COBIT 5 provides the next generation of ISACA’s guidance on the enterprise governance and management of IT. It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from the business, IT, risk, security and assurance communities. Today, more than ever, information and related technologies need to be governed, managed and operated in a holistic manner—with a single, integrated process model that provides end-to-end coverage of the roles, responsibilities and practices required. COBIT 5 provides a comprehensive framework that assists enterprises in achieving their objectives for the governance and management of enterprise IT. It helps enterprises create optimal value from IT by maintaining a balance between realizing benefits and optimizing risk levels and use of resources. COBIT 5 enables IT to be governed and managed in a holistic manner for the entire enterprise, taking in both the full end-to-end business and IT functional areas of responsibility, while considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic, and useful for enterprises of all sizes; whether commercial, not-for-profit or public. Audience A wide range of business managers, IT management consultants, IT governance professionals, quality and process management professionals and auditors, who wish to gain a better understanding of COBIT 5 and what the framework can provide their organization Learning Objectives At the end of this course, participants will gain competencies in: • Key challenges of using IT • IT governance concepts and benefits • COBIT 5 framework, principles, and enablers • Relationship between stakeholder needs and governance • Implementation approach for the use of COBIT 5 • Structure of COBIT 5 process reference model • Governance and management domains IT Governance and Strategy • • • • • Components of COBIT 5 processes Need for capability assessments COBIT 5 ISO/IEC 15504 approach Application of COBIT 4 maturity model approach with COBIT 5 Other COBIT 5 enablers for IT governance and management Benefits At the end of this course, participants will enjoy these benefits: • Master COBIT 5 at a foundation level • Apply COBIT in their day-to-day practice The course is a steppingstone for the COBIT Implementation Methodology course, as well as the COBIT 5 Assessor course. Case Study Scenario-driven learning has always been one of the key success factors of the COBIT Foundation course, since it puts participants in the right mind-set to apply the principles of COBIT in real life. The new case study takes this into account and builds on it by: • Providing more business-focused challenges through situations and cases. • Presenting a real world connect using situations that can occur in the day-to-day life of participants. Course Organizational Logistics Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, and 1,024X768 pixel resolution), Broadband Internet connection. Prerequisites There are no formal prerequisites; it is recommended that participants have experience in the IT governance domain. Course Student Material • Online, self-paced instructional material available for 90 days. • Participants can download the following additional reference materials from the ISACA website (http://www.isaca.org): COBIT 5. About the Examination • The exam is in closed-book format with 50 multiple-choice questions. The pass score is 50%. The exam lasts for 40 minutes. Course Modules 1. Course Introduction 2. Why COBIT? IT Governance and Management Challenges 3. COBIT 5: An Introduction 4. Meeting Stakeholder Needs 5. Introduction to COBIT 5 – Enabling Processes 6. The COBIT 5 Processes 7. The COBIT 5 Process Components 8. Process Capability Assessments 9. Other Governance and Management Enablers 10. Exam preparation www.itpreneurs.com 57
  • 31. COBIT® 4.1 Foundation Certificate: COBIT Foundation Duration: 2 or 3 days (with Exam) Course Delivery: Classroom, Virtual Classroom Course ID: GOV1210, GOVJ1022, GOVP1022, GOVS1022 Language: English, Japanese, Portuguese, Spanish Credits: 19.5 CPEs, 14 PDUs (2 days), 21 PDUs (3 days) Course Description: The COBIT® Foundation course is a 2 or 3-day (with Exam) interactive, classroom-based learning experience. Participants learn about the need for an IT control framework and how COBIT addresses this need by providing a globally accepted IT governance and control framework. This course explains the elements and supporting materials of the COBIT framework using a logical and example-driven approach for everyone interested in obtaining Foundation-level knowledge of COBIT. Audience: A wide range of business managers, IT management consultants, IT governance professionals, and auditors who wish to gain a better understanding of COBIT and what it can provide to their organization. Recommended Field of Study: Business Management & Organization, Management Advisory Services Learning Objectives: At the end of this course, participants will gain competencies in: • Identifying how IT management issues affect organizations. • Recognizing the need for a control framework driven by the need for IT governance. • Understanding the principles of IT governance, how IT governance helps address IT management issues, and who should be responsible for IT governance. • Identifying how COBIT meets the requirement for an IT governance framework. • Understanding how COBIT is used with other standards and best practices. • Identifying the COBIT Framework and all its components — control objectives, control practices, and management guidelines. • Understanding how to apply COBIT in a practical situation. • Identifying the functions that COBIT provides and the benefits of using COBIT. • Identifying how the use of COBIT is supported by ISACA. Benefits: • Master COBIT at a Foundation level. • Interact and learn from peers in this intensive, group-learning exercise. • The case-study-driven learning enables the participants to apply COBIT in their day-to-day practice. • The course is a stepping-stone for the COBIT Implementation Methodology course as well as other COBIT courses. • Flexible delivery: The course is available in the traditional classroom, virtual classroom, and e-learning formats. Connection with Standards Explained: The course explains how other standards and frameworks complement COBIT: ITIL, ISO/IEC 38500, ISO/IEC 27002, COSO, Implementation Guide, IT Assurance Guide, Security Baseline, and Val IT 2.0 IT Governance and Strategy Case Study Scenario-driven learning has always been one of the key success factors of the COBIT Foundation course, as it puts participants in the right mind-set to apply the principles of COBIT in real life. The new case study takes this into account and builds on it by: • Providing more business-focused challenges through situations and cases. • Presenting a real world connect using situations that can occur in the day-to-day life of participants. • Discussing the application of COBIT with others. Course Organizational Logistics: • Classroom • Whiteboard, flipchart, and projector • articipants — maximum of 16, no minimum requirement P • In case of virtual course delivery) Virtual Classroom software (provided by ITpreneurs) ( Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the IT governance domain. Course Preparation: No preparation is needed prior to following this course. Course Student Material: Participants receive a copy of the classroom presentation material and the Student Workbook, which contains Reference Material. In addition, the participants receive the COBIT First Aid Kit (pocket reference guide) and the COBIT Foundation Sample Exam. About the Examination: • The course includes an Exam Preparation module, preparing participants to take on the COBIT Foundation exam on the third day of the course. • The exam is in closed-book format, with 40 multiple-choice questions. The pass score is 70% (28 out of 40 questions). The exam lasts for 60 minutes. Agenda: Day 1 Day 2 Day 3 1. Course Introduction 5. The COBIT Components - Part 1 9. Inter-relationships with other Frameworks, Standards and Regulations 2. Why COBIT? Assignment 3: Preparing for the Management Meeting 3. COBIT: An Introduction 6. The COBIT Components - Part 2 Self Study Assignment 1: IT Challenges for Callwick Assignment 4: The Resolution for Callwick Exam 4. The COBIT Cube 7. Assurance Guidance Closure and Feedback Assignment 2: Video on Demand is Launched 8. COBIT Resources 10. Exam Preparation Guide www.itpreneurs.com 59
  • 32. COBIT® 4.1 Foundation with COBIT Games Certificate: COBIT Foundation Duration: 2.5 days Course Delivery: Classroom, Virtual Classroom Course ID: GOV1023 Language: English, Japanese Credits: 17 CPEs Course Description: The COBIT Foundation course with the COBIT Games is a highly interactive and engaging classroom learning experience. It addresses the benefits of a sound IT governance framework and explains how to realize effective IT governance using the COBIT best practice framework. This training program explains the elements and supporting materials of the COBIT framework in a logical and example-driven approach for everyone interested in obtaining foundation-level knowledge of COBIT. The course is supported by a business simulation, The COBIT Games, where participants learn about the true meaning of IT governance while preparing a city for hosting the Olympic games. By preparing the infrastructure of the city, participants learn about the underlying aspects of IT governance and recognize how the adoption of a process and control framework can help achieve better business alignment, delivery of value, management of risks and resources, and measurement of performance. The course includes an exam preparation module, preparing participants to take on the COBIT Foundation exam. The COBIT Foundation Course and the COBIT Foundation Exam will be of interest to: • IT auditors, IT managers, IT quality professionals, IT leadership, IT developers, and process practitioners and managers in IT service service-providing firms. Anyone interested in learning more about COBIT will find value in the COBIT Foundation course and the COBIT Foundation exam. Learning Objectives: At the end of this course, the learner will gain competencies in: • Identifying how IT management issues are affecting organizations. • Recognizing the need for a control framework driven by the need for IT governance. • Understanding the principles of IT governance, how IT governance helps address IT management issues, and who should be responsible for IT governance. • Identifying how COBIT meets the requirement for an IT governance framework. • Understanding how COBIT is used with other standards and best practices. • Identifying the COBIT Framework and all the components of COBIT, which are control objectives, control practices and management guidelines. • Understanding how to apply COBIT in a practical situation. • Identifying the functions that COBIT provides and the benefits of using COBIT. • Identifying how the use of COBIT is supported by the ITGI. Additional Competencies that will be gained by playing the COBIT Games: • Recognizing symptoms of poor governance. • Understanding the five focus areas of Governance. • Understanding the true meaning of IT Governance and how a solid governance structure helps to manage business requirements. • Understanding the meaning and use of the COBIT Cube. • Understanding the characteristics of the COBIT Domains (PO / AI / DS / ME). • Recognizing the impact of regulatory obligations and meeting external requirements. IT Governance and Strategy • Understanding that uncertainty exists and that COBIT can help to manage uncertainty. • Understanding the need for measuring performance to achieve IT Goals. Course Logistics: • 8-16 participants can attend this course with one instructor. The Game can not be run with less than 8, or more than 16 people. • One separate desk for the COBIT Game board; 4 people need to be able to sit around the board. • A classroom with tables that can be moved and that are not mounted on the floor. • One break out room. • A projector, a white board, and flipcharts. • A COBIT Game license. Prerequisites: • There are no formal prerequisites for this course, but it is recommended that the participants have some experience in the IT governance domain. Course Student Material: • Participants receive a course book containing copies of all the course materials. • COBIT® First Aid Kit. • COBIT® Handbook. • It is recommended that students acquire a copy of the COBIT 4.1 publication that can be downloaded for free from the ISACA Web site. Agenda: Day 1 09:30 – 9:45 Introduction 09:45 – 10:15 Session 1: IT Challenges Identify IT Management Issues 10:15 – 10:30 Coffee Break 10:30 – 12:00 Session 2: IT Governance and COBIT IT Governance: Definition IT Governance: Principles Need for IT Governance and a Control Framework Characteristics of a Control Framework COBIT – Value, Limitations, Components, and Benefits Linking COBIT® and IT Governance Premise and Principle of COBIT® COBIT Cube – The Framework 12:00 – 13:00 Lunch 13:00 - 14:30 COBIT Games Round 1 COBIT Games Evaluation 14:30 – 15:45 Session 3: Overview of the COBIT Components Part I Linking business Goals, IT Goals, and IT processes Framework, Control Objectives, and Control Practices 14:45 – 16:00 Coffee Break 16:00 – 17:30 COBIT Games Round 2 COBIT Games Evaluation Homework Assignments www.itpreneurs.com 61
  • 33. Day 2 09:00 – 9:15 09:45 – 10:45 COBIT® 4.1 Implementation Methodology Recap of the First Day Session 4: Overview of the COBIT Framework Part II Management Guidelines Assurance Guide 10:45 – 11:00 Coffee Break 11:00– 12:30 COBIT Games Round 3 COBIT Games Evaluation 12:30 – 13:30 Lunch 13:30 – 14:30 COBIT Games Assignment 14:30 – 15:30 Session 5: COBIT and the IT environment COBIT: Alignment with Other Standards and Frameworks COBIT: Compliance with Laws and Regulations COBIT and the Sarbanes-Oxley Act 15:30 – 15:45 Coffee Break 15:45 – 17:00 Certificate: COBIT Implementation Methodology Duration: 3 days Course Delivery: (Virtual) Classroom COBIT Games Round 4 Course Description: This 3-day course immerses participants in all aspects of managing an IT governance implementation and improvement program. The course covers the creation of an implementation roadmap and the change management activities and techniques that are necessary to improve IT governance. The course is designed using an engaging, scenario-based approach and includes interactive learning activities to teach a method to follow for ensuring successful outcomes. In addition, the participants benefit from the practical experience and knowledge provided in the course. Prerequisites: • COBIT Foundation Certificate • For the Implementation course, participants need to have at least two years’ working knowledge of the COBIT framework. Practice Exam Day 3 09:00 – 09:30 Recap of the Second Day 09:30 – 10:30 Session 6: COBIT: Resources and Benefits COBIT Online COBIT Quick Start COBIT Security Baseline IT Governance Implementation Guide 10:30 – 10:45 Coffee Break 10:45 – 12:00 Session 7: COBIT Exam Preparation Practical Hints and Tips for the COBIT Exam COBIT Exam Format 12:00 – 12:30 Course Evaluation 14:30 – 15:30 Course ID: GOV1410 Language: English Credits: 25 CPEs Optional COBIT Foundation Exam Audience: The target group for the COBIT Implementation Methodology course will include, but is not limited to: • Individuals who require detailed understanding of how frameworks such as COBIT, Val IT and Risk IT may be implemented to enhance the quality of IT governance within an organization. • Senior IT managers, IT managers and supervisors, IT professionals and IT consultants advising organizations on the implementation aspects of COBIT. Value: • Leverages the concepts and processes covered in the COBIT Foundation course. • Equips the learner with a proven method to undertake successful implementations. • Provides exercises that are based on real-life experiences and that prepare the participants with guidance on usage in their own organizations. • Ensures that the course curriculum follows the steps described in ISACA’s latest version of the Implementation Guide, Implementing and Continually Improving IT Governance. Ordering Options: Description Code COBIT Foundation Course v4.1 – 2.5 days – Material Printed by ITpreneurs – English GOV1023MPI COBIT Foundation Course v4.1 – 2.5days – Material Printed by Partners – English GOV1023MPP COBIT Foundation Course v4.1 – 2.5 days – Material Printed by ITpreneurs – Japanese GOVJ1023MPI COBIT Foundation Course v4.1 – 2.5 days – Material Printed by Partners – Japanese GOVJ1023MPP COBIT Foundation Course v4.1 – 2.5 days – Instructor GOV1023I Game Board License Depending on Delivery IT Governance and Strategy Design: A highly interactive 3-day classroom course, which includes a case study, group assignments, interactivities and role plays, where the participants work through a multitude of challenging situations. www.itpreneurs.com 63
  • 34. Agenda: Learning Objectives: • Understand how to position IT governance. • Learn how to create the right environment for an IT governance implementation and how to initiate and implement a lifecycle approach. • Understand how to identify key stakeholders. • Comprehend how to identify the drivers for IT governance based on pain points and trigger events. • Understand how to enable the organization to change its culture and way of working to successfully adopt better governance practices. • Understand the implementation lifecycle of COBIT in context of implementing better IT governance, IT assurance, and security, risk or compliance management practices. • Learn how to best plan and manage implementation phases using effective program management techniques. • Assess the current IT governance process capability using COBIT maturity models. • Analyze gaps in maturity and control, and plan improvements using maturity attributes, control objectives and control practices. • Evaluate and consider practical implementation factors. • Recognize how to integrate and adapt COBIT, VAL IT, Risk IT and other standards and best practices to support IT governance implementations. Course Material • Copy of visual aids used in the classroom • Practice exam • Hard copy of the ISACA Guide, Implementing and Continuously Improving IT Governance; students can download or purchase this from the ISACA Web site www.isaca.org. Day 1 Day 2 Day 3 Course Introduction Assignment 3: Identifying the Success Factors for Implementation 6. Using the COBIT, Val IT and Risk IT Components 1. Positioning IT Governance 4. Enabling Change Assignment 6: Creating an Improvement Plan Assignment 1: Convincing the CEO and Board to Take Action Assignment 4: Developing a Change Enablement Plan Wrap-Up Discussion 2. Taking the First Steps 5. Driving the Implementation Lifecycle Assignment 2: Developing a HighLevel Business Case Assignment 5: Driving Improvements 3. Planning the Implementation Lifecycle Ordering Options: Description Code COBIT Implementation Methodology – Material Printed by ITpreneurs GOV1410MPI COBIT Implementation Methodology – Material Printed by Partners GOV1410MPP COBIT Implementation Methodology – Instructor GOV1410I Reference Materials: • Implementing and Continuously Improving IT Governance • Val IT • COBIT 4.1 • Risk IT • ISO/IEC 38500 Course Logistics: • Maximum 12 students per instructor. • Classroom with U-shaped seating arrangement, where possible. • Three break out rooms/areas, where available. • Whiteboard, flipchart, and projector. • Previous COBIT Foundation certificate numbers provided before the start of the course. IT Governance and Strategy www.itpreneurs.com 65
  • 35. IT Governance and Strategy TOGAF® TOGAF 9.1 Courses and Delivery of Training for Your Organization The Open Group’s Architecture Forum, TOGAF 9.1 provides a comprehensive approach for designing, planning, implementation, and governance of enterprise information architecture. More than 60 percent of the Fortune 500 companies and 80 percent of the global Forbes 50 companies use TOGAF to reduce time, costs and risks associated with implementing enterprise architecture; and use it to improve their business agility. TOGAF 9.1 training helps organizations make better use of ongoing IT investments and streamline their existing information systems. The results are reduced IT expenditure and increased IT performance. ITpreneurs offers TOGAF 9.1 courses to assist professionals in implementing these valuable methodologies. Continuous innovation, and the provision of unprecedented course quality, is reflected in the design of our TOGAF 9.1 portfolio. Working with ITpreneurs has major benefits for your organization; it ensures a high quality training experience with expert instructors, excellent interactivity between class participants and the best course materials with hands-on exercises. IT Governance and Strategy TOGAF® 9.1 Training by ITpreneurs TOGA F Trainin g by ITp IT Gover nance ® 9.1 and Str ategy reneurs Courses & Certifications TOGAF 9 Level 1 Foundation TOGAF 9 Level 2 Practitioner TOGAF 9 Level 1 and Level 2 Combined TOGAF 9 Level 1 and 2 Blended TOGAF 9 Level 1 and Level 2 eLearning TM TOGAF ® 9 Accredited Training Course TM IT Governance and Strategy TO GA Ac cre F® 9 dit ed Tra inin g Co urs e www.itpreneurs.com 67
  • 36. Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the IT domain TOGAF 9 Foundation (Level 1) Certificate: TOGAF 9 Foundation Duration: 2 days Course Delivery: (Virtual) Classroom, Exam Course ID: INF1210 Language: English Credits: 21 CPEs, 14 PDUs Course Description: The TOGAF® 9 Foundation (Level 1) course is a 2-day, interactive, classroom-based learning experience. The course covers the Foundation Level 1 curriculum and includes many examples of architecture deliverable and artifacts are provided throughout the course. The course enables participants to successfully complete the associated TOGAF Level 1 exam, known as TOGAF 9 Foundation. The certification provides validation that the candidate has gained knowledge of the terminology, structure, and basic concepts of TOGAF 9, and understands the core principles of Enterprise Architecture and TOGAF. Audience: • Individuals who require a basic understanding of TOGAF 9 • Professionals who are working in roles associated with an architecture project such as those responsible for planning, execution, development, delivery, and operation. • Architects who are looking for a first introduction to TOGAF 9 • Architects who want to achieve Level 2 certification Learning Objectives: Individuals certified at this level will have demonstrated their understanding of: • The basic concepts of Enterprise Architecture and TOGAF • The core concepts of TOGAF 9 • The key terminology of TOGAF 9 • The ADM cycle and the objectives of each phase, and how to adapt and scope the ADM • The concept of the Enterprise Continuum; its purpose and constituent parts • How each of the ADM phases contributes to the success of enterprise architecture • The ADM guidelines and techniques • How Architecture Governance contributes to the Architecture Development Cycle • The concepts of views and viewpoints and their role in communicating with stakeholders • The concept of building blocks • The key deliverables of the ADM cycle • The TOGAF reference models • The TOGAF certification program Course Logistics: • Classroom — U-shaped setup preferred • Whiteboard, flipchart, and projector • Participants — maximum of 16 Course Material: Participants receive a Participant Handbook which includes all classroom presentation materials and reference materials, as well as the exam preparation guide. Examination: • Certification is only achieved by passing the examination • The exam is in closed-book format and includes 40 multiple-choice questions. The pass score is 55% (22 out of 40 questions). The exam takes 60 minutes and can be taken onsite (online) or through Prometric test centers. Course Agenda Day 1 Module Subject Time (in minutes) 1 Course Introduction 30 2 Enterprise Architecture – An Introduction 30 3 TOGAF® 9 – An Introduction 120 4 The Architecture Development Method 135 5 Adapting TOGAF to the Context 45 6 Architecture Principles and Requirements 60 Module Subject Time (in minutes) 6 Architecture Principles and Requirements Cont’d 40 7 Architecture Vision 30 8 Risk Management 20 10 Enterprise Integration 45 11 Enterprise Continuum and Architecture Repository 30 12 Architecture Patterns 10 13 Architecture Content Framework 60 14 Technology Architecture 10 15 Building Organizational Capability 45 16 Architecture Governance 70 17 Exam Preparation Guide 60 Day 2 Ordering Options: Description Code TOGAF 9.1 Level 1 Foundation Course – Materials printed by ITpreneurs INF1210MPI INF1210MPP TOGAF 9.1 Level 1 Foundation Course – Online exam INF1210XO TOGAF 9.1 Level 1 Foundation Course – Instructor IT Governance and Strategy TOGAF 9.1 Level 1 Foundation Course –Materials printed by partners INF1210I www.itpreneurs.com 69
  • 37. Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the IT domain. Note, to be certified on TOGAF 9 Level 2, it is required to have passed the TOGAF 9.1 Level 1 exam. TOGAF 9 Practitioner (Level 2) Certificate: TOGAF 9 Certified Duration: 3 days Course Delivery: (Virtual) Classroom, Exam Course ID: INF1310 Language: English Credits: 18 CPEs, 21 PDUs Course Description: The TOGAF® 9 Practitioner (Level 2) course is a 3-day, interactive, classroom-based learning experience. The course focuses on the practical application of the TOGAF® 9 framework, building on the foundational knowledge and comprehension of Level 1, using practical scenarios to enforce concepts. The purpose of certification for Level 2, known as TOGAF® 9 Practitioner, is to provide validation that, in addition to the knowledge and comprehension of TOGAF 9 Foundation, the candidate is able to analyze and apply this knowledge. The learning objectives at this level focus on application and analysis, in addition to knowledge and comprehension. Course Material: Participants receive a Participant Handbook, which includes all classroom presentation materials and reference materials, as well as the exam preparation guide.. Examination: The exam is an open-book format and includes 8 complex, multiple-choice scenario-based questions. The exam takes 90 minutes and can be taken onsite (online) or through Prometric test centers. Course Agenda Day 1 Learning Objectives: Individuals certified at this level will have demonstrated their understanding of: • How to apply the ADM phases in development of an enterprise architecture • How to apply Architecture Governance in development of an enterprise architecture • How to apply the TOGAF Architecture Content Framework • How to apply the concept of Building Blocks • How to apply the Stakeholder Management Technique • How to apply the TOGAF Content Metamodel • How to apply TOGAF recommended techniques when developing an enterprise architecture • The TOGAF Technical Reference Model and how to customize it to meet an organization’s needs • The Integrated Information Infrastructure Reference Model • The content of the key deliverables of the ADM cycle • How an enterprise architecture can be partitioned to meet the specific needs of an organization • The purpose of the Architecture Repository • How to apply iteration and different levels of architecture with the ADM • How to adapt the ADM for security • SOA as a style of architecture • The role of architecture maturity models in developing an enterprise architecture • The purpose of the Architecture Skills Framework and how to apply it within an organization Course Logistics: • Classroom — U-shaped setup preferred • Whiteboard, flipchart, and projector • Participants — maximum of 16 (In case of virtual course delivery: Virtual Classroom Software (provided by ITpreneurs IT Governance and Strategy Subject Minutes 1 Course Introduction 30 2 Audience: • Individuals who require a deeper understanding of TOGAF (e.g. System Integrators, Operational, business and IT developers, CIO’s and IT managers, Program and Project leaders, IT specialists, architects). • Professionals who are working in an organization where TOGAF has been adopted and who need to participate in architecture projects and initiatives. • Architects who will be responsible for developing architecture artifacts. • Architects who wish to introduce TOGAF into an architecture practice. • Architects who want to achieve a recognized qualification to demonstrate their detailed knowledge of TOGAF. Module The Architecture Development Method 120 3 Adapting TOGAF to the Context 65 4 Architecture Principles and Requirements 90 5 Architecture Vision 45 6 Stakeholder Management and Risk Management 40 7 Security Architecture 10 Day 2 Module Subject 8 Enterprise Integration 85 9 Enterprise Continuum and Architecture Repository 40 10 Architecture Content Framework 60 11 Business Architecture Phase 75 12 Information Systems Architectures 90 13 Technology Architecture 95 Day 3 Module Subject 14 Transition Planning 120 15 Building Organizational Capability 90 16 Architecture Governance 110 17 The Architect 30 18 Exam Preperation Guide 60 Ordering Options: Description Code TOGAF 9 Practitioner (Level 2) Course – Materials printed by ITpreneurs INF1310MPI TOGAF 9 Practitioner (Level 2) Certified Course – Materials printed by partners INF1310MPP TOGAF 9 Practitioner (Level 2) Certified Course – Online exam INF1310XO TOGAF 9 Practitioner (Level 2) Certified Course – Instructor INF1310I www.itpreneurs.com 71
  • 38. TOGAF 9 Level 1 and 2 Combined Course Certificate: TOGAF 9 Certified (level 1 and level 2) Duration: 4 or 5 days Course Delivery: Classroom, Virtual Classroom, Exam Course ID: INF1910 Language: English Credits: 39 CPEs, 28 PDUs Course Description: The TOGAF® 9 Level 1 and 2 Combined course is an interactive, classroom-based learning experience. The course covers the curriculi of both Level 1 and level 2. The Foundation level content enables participants to successfully complete the associated TOGAF Level 1 exam, known as TOGAF 9 Foundation. The certification provides validation that the candidate has gained knowledge of the terminology, structure, and basic concepts of TOGAF 9, and understands the core principles of Enterprise Architecture and TOGAF. The TOGAF 9 Level 2 content focuses on the practical application of TOGAF framework, building on the foundational knowledge and comprehension of Level 1, using practical scenarios to enforce concepts. Benefits • Interactivity guaranteed: Group Discussions, Think-Pair-Share, Brainstorming, and 2-Minute Paper Activities. Our course engages all types of participants, including the quieter lot, and encourages sharing of ideas and team building among the participants. • Focus on effectiveness: Real-life Analogies, Formative Quizzes, Mind Maps, after-course study guide, and mock exams. This enhances the participants’ performance during the course, and focuses on their key strengths and areas of improvement. We also ensure that people pass the exam. • Engaging: A central case study in the form of a comic strip and eFlash Cards are engaging ways to learn, recall, and retain. We do not serve up a boring 750-page TOGAF book, or 5 days of theory. We offer a truly engaging experience Audience: • Individuals who require a deeper understanding of TOGAF (e.g., System Integrators, Operational, Business and IT Developers, CIO’s and IT Managers, Program and Project Leaders, IT Specialists, and Enterprise Architects). • Professionals who are working in an organization where TOGAF has been adopted and who need to participate in architecture projects and initiatives. • Enterprise Architects who will be responsible for developing architecture artifacts. • Enterprise Architects who wish to introduce TOGAF into an architecture practice. • Enterptise Architects who want to achieve a recognized qualification to demonstrate their detailed knowledge of TOGAF. Learning Objectives: Individuals certified at this level will have a demonstrated understanding of: • The basic concepts of Enterprise Architecture and TOGAF • The core concepts and terminology used in TOGAF • The concept of the Enterprise Continuum; its purpose and constituent parts • The concepts of views and viewpoints and their role in communicating with stakeholders • The TOGAF certification program. • The ADM guidelines and techniques • How each of the ADM phases contributes to the success of enterprise architecture • The ADM phases in development of an enterprise architecture (and how to apply them) • How Architecture Governance contributes to the Architecture Development Cycle IT Governance and Strategy • • • • • • • • • • • • • • • • How to apply Architecture Governance in development of an enterprise architecture How to apply the TOGAF Architecture Content Framework The concept of Building Blocks (and how to apply them) How to apply the Stakeholder Management Technique How to apply the TOGAF Content Metamodel How to apply TOGAF recommended techniques when developing an enterprise architecture The TOGAF Technical Reference Model and how to customize it to meet an organization’s needs The Integrated Information Infrastructure Reference Model The content of the key deliverables of the ADM cycle How an enterprise architecture can be partitioned to meet the specific needs of an organization The purpose of the Architecture Repository How to apply iteration and different levels of architecture with the ADM How to adapt the ADM for security SOA as a style of architecture The role of architecture maturity models in developing an enterprise architecture The purpose of the Architecture Skills Framework and how to apply it within an organization Course Logistics: • Classroom — U-shaped setup preferred • Whiteboard, flipchart, and projector • Participants — maximum of 16 (Virtual Classroom Software is provided by ITpreneurs for the VC course delivery) Prerequisites: There are no formal prerequisites; however, it is strongly recommended that participants have some experience in the Enterprise Architecture domain. Note, to be certified on TOGAF 9 Level 2, candidates must have passed the TOGAF 9 Level 1 exam. Course Material: Participants receive a Participant Handbook which includes all classroom presentation materials and reference materials, as well as the exam preparation guide. About the Examination: There are two possibilities for taking the exam. The candidate can take the Level 1 and Level 2 exams separately, or take the combined exam. The exam is a proctored exam — a proctor needs to be registered prior to the exam. Alternatively, exam vouchers can be provided for use at a testing center. TOGAF 9 Level 1 Exam: • The exam is closed-book format and includes 40 multiple-choice questions. The pass score is 55% (22 out of 40 questions). The exam takes 60 minutes and can be taken onsite (online) or through Prometric test centers. TOGAF 9 Level 2 Exam: • The exam is open-book format and includes 8 complex, multiple-choice scenario-based questions. The exam takes 90 minutes and can be taken onsite (online) or through Prometric test centers. TOGAF 9 Level 1 and 2 Combination Exam: • This examination is made up of two separate sections: the TOGAF 9 Level 1 exam is CLOSED Book and the TOGAF 9 Level 2 exam is OPEN book. Note: at Prometric test centers an electronic copy of the specification is built into the test and becomes available in Level 2 only. • Time limit: 150 minutes total. Each section has a maximum time limit: TOGAF 9 Level 1has 60 minutes and TOGAF 9 Level 2 has 90 minutes. Once you complete the TOGAF 9 Level 1 section, you cannot return to it. www.itpreneurs.com 73
  • 39. Course Agenda (5 Days) Day 1 Course Agenda (4 Days) Day 1 Module Subject Time (in minutes) Module Subject Time (in minutes) 1 Course Introduction 30 1 Course Introduction 45 2 Enterprise Architecture – An Introduction 30 2 Enterprise Architecture – An Introduction 45 3 TOGAF 9.1 – An Introduction 120 3 TOGAF 9.1 – An Introduction 155 4 The Architecture Development Method 240 4 The Architecture Development Method 175 Day 2 Day 2 Module Subject Time (in minutes) Module Subject Time (in minutes) Recap Crossword 10 4 The Architecture Development Method Cont’d 70 5 Adapting TOGAF to the Context 85 5 Adapting TOGAF to the Context 100 6 Architecture Principals and Requirements 115 6 Architecture Principles and Requirements 130 7 Architecture Vision 55 7 Architecture Vision 60 8 Stakeholder Management and Risk Management 40 8 Stakeholder Management and Risk Management 60 9 Security Architecture 30 10 Enterprise Integration and Service Oriented Architecure 85 Module Subject Time (in minutes) Day 3 Day 3 Recap Crossword 10 Module Subject Time (in minutes) 9 Security Architecture 45 Recap eFlash Card 10 10 Enterprise Integration Service Oriented Architecture 95 11 Architecture Patterns 30 11 Architecture Patterns 30 12 Enterprise Continuum and Architecture Repository 40 12 Enterprise Continuum and Architecture Repository 40 13 Architect Content Framework 80 13 Architecture Content Framework 110 14 Business Architecture Phase 75 14 Business Architecture Phase 90 15 Information Systems Architectures 90 16 Technology Architecture 95 Module Subject Time (in minutes) Recap eFlash Card 10 Time (in minutes) 15 Information Systems Architectures 105 Day 4 Module Subject Day 4 Recap Multiple Choice Questions 10 16 Technology Architecture 115 17 Transition Planning 120 17 Transition Planning 130 18 Building Organizational Capability 90 18 Building Organizational Capability 60 19 Architecture Governance 110 20 The Architect 30 21 Exam Preparation Guide 60 Day 5 Architecture Governance 125 The Architect 65 21 Exam Preparation Guide 90 INF1910XO TOGAF 9 Level 1 and 2 Combined – Instructor 50 INF1910MPP TOGAF 9. Level 1 and 2 Combined – Online exam Building Organizational Capability Cont’d INF1910MPI TOGAF 9. Level 1 and 2 Combined –Materials printed by partners 30 20 TOGAF 9 Level 1 and 2 Combined Multiple Choice Questions 19 Code Time (in minutes) 18 Description Subject Recap Ordering Options: Module INF1910I IT Governance and Strategy www.itpreneurs.com 75
  • 40. TOGAF 9 Level 1 and 2 Combined Blended Certificate: TOGAF 9 Certified (level 1 and level 2) Duration: 2-day classroom, 10 hours eLearning Course Delivery: Blended Course ID: INF1910 Language: English Credits: 24 PDUs Course Description: The TOGAF® 9 Level 1 and 2 Combined blended course is an interactive, classroom and eLearning-based learning experience. This blended training course combines 10 hours of eLearning and two consecutive classroom days. The course covers the curriculi of both levels 1 and 2. The Foundation level content enables participants to successfully complete the associated Level 1 exam, known as TOGAF 9 Foundation. The certification provides validation that the candidate has gained knowledge of the terminology, structure, and basic concepts of TOGAF 9, and understands the core principles of Enterprise Architecture and TOGAF. The Level 2 content focuses on the practical application of the TOGAF framework; building upon the foundational knowledge and comprehension of Level 1 with practical scenarios that reinenforce the concepts. Benefits • Interactivity guaranteed: Group Discussions, Think-Pair-Share, Brainstorming, and 2-Minute Paper Activities. Our course engages all types of participants, including the quieter lot, and encourages sharing of ideas and team building among the participants. • Focus on effectiveness: Real-life Analogies, Formative Quizzes, Mind Maps, after-course study guide, and mock exams. This enhances the participants’ performance during the course, and focuses on their key strengths and areas of improvement. We also ensure that people pass the exam. • Engaging: A central case study in the form of a comic strip and eFlash Cards are engaging ways to learn, recall, and retain. We do not serve up a boring 750-page TOGAF book, or 5 days of theory. We offer a truly engaging experience • Cost efficient: reduce the number of classroom days and save on travel cost and travel time, while maintaining the classroom training experience and quality level. • More in-class interaction: the requird self-study prior to being in the classroom increased the level of interactivity and engagement. • Access to resources: free digital copy of the TOGAF 9 standard and an extensive exam preparation guide. Audience: • Individuals who require a deeper understanding of TOGAF 9, e.g., System Integrators, Operational, Business and IT developers, CIO’s and IT Managers, Program and Project Leaders, IT Specialists, and Enterprise Architects. • Professionals who work in an organization where TOGAF 9 has been adopted and who need to participate in architecture projects and initiatives. • Enterprise Architects who will be responsible for developing architecture artifacts. • Enterprise Architects who wish to introduce TOGAF 9 into an architectural practice. • Enterprise Architects who want to achieve a recognized qualification to demonstrate their detailed knowledge of TOGAF 9. IT Governance and Strategy Learning Objectives: • Individuals certified at this level will have a demonstrated understanding of: • The basic concepts of Enterprise Architecture and TOGAF • The core concepts and terminology used in TOGAF • The concept of the Enterprise Continuum; its purpose and constituent parts • The concepts of views and viewpoints and their role in communicating with stakeholders • The TOGAF certification program. • The ADM guidelines and techniques • How each of the ADM phases contributes to the success of enterprise architecture • The ADM phases in development of an enterprise architecture (and how to apply them) • How Architecture Governance contributes to the Architecture Development Cycle • How to apply Architecture Governance in development of an enterprise architecture • How to apply the TOGAF Architecture Content Framework • • • • • • • • • • • • • • The concept of Building Blocks (and how to apply them) How to apply the Stakeholder Management Technique How to apply the TOGAF Content Metamodel How to apply TOGAF recommended techniques when developing an enterprise architecture The TOGAF Technical Reference Model and how to customize it to meet an organization’s needs The Integrated Information Infrastructure Reference Model The content of the key deliverables of the ADM cycle How an enterprise architecture can be partitioned to meet the specific needs of an organization The purpose of the Architecture Repository How to apply iteration and different levels of architecture with the ADM How to adapt the ADM for security SOA as a style of architecture The role of architecture maturity models in developing an enterprise architecture The purpose of the Architecture Skills Framework and how to apply it within an organization Course Logistics: • Classroom: U-shaped setup preferred • Whiteboard, flipchart, and projector • Participants: There is no maximum, the recommended class-size is 5-20 participants (Virtual Classroom Software is provided by ITpreneurs for the VC course delivery) • eLearning: TOGAF course is compatible with IE 9, Mozilla 13, Google Chrome 20, and Safari 5 MAC, and iPad Prerequisites: There are no formal prerequisites. However, it is strongly recommended that participants have some experience in the Enterprise Architecture domain. If participants have very little experience / background in enterprise architecture, some amount of additional self study may be needed to prepare for the level 2 exam. Note: to be certified on TOGAF 9 Level 2, candidates must have passed the TOGAF Level 1 exam. Course Material: Participants receive a Participant Handbook which includes all classroom presentation materials and reference materials, as well as the exam preparation guide. About the Examination: There are two possibilities for taking the exam. The candidate can take the Level 1 and Level 2 exams separately, or take the combined exam. The exam is a proctored exam — a proctor needs to be registered prior to the exam. Alternatively, exam vouchers can be provided for use at a testing center. Level 1 Exam: • The exam is closed-book format and includes 40 multiple-choice questions. The pass score is 55% (22 out of 40 questions). The exam takes 60 minutes and can be taken onsite (online) or through Prometric test centers. www.itpreneurs.com 77
  • 41. Level 2 Exam: • The exam is open-book format, and includes 8 complex multiple-choice, scenario-based questions. The pass score is 60% (5 out of 8 questions). The exam lasts for 90 minutes and can be taken at Prometric test centers. Level 1 and 2 Combination Exam: • This examination consists of two separate sections. The TOGAF 9 Part 1 is CLOSED Book. The TOGAF 9 Part 2, Section 2 is OPEN book. (Note at Prometric test centers an electronic copy of the specification is built into the test and becomes available in Part 2 only). • Time limit: 150 Minutes total. Each section has a maximum time limit as follows: 60 Minutes on TOGAF 9 Part 1 and 90 Minutes on TOGAF 9 Part 2. Once you complete the TOGAF 9, Part 1 section, you cannot return to it. • 9.1 Level 2 has 90 minutes. Once you complete the TOGAF 9.1 Level 1 section, you cannot return to it. Course Agenda 10 hours of pre-classroom eLearning, covering the following topics: Module Subject Time (in minutes) 1 Course Introduction 20 2 Enterprise Architecture - An Introduction 30 3 TOGAF 9 - An Introduction 90 4 The Architecture Development Method 120 5 Adapting TOGAF to the Context 60 6 Architecture Principles and Requirements 50 7 Architecture Vision 30 8 Stakeholder Management and Risk Management 30 9 Security Architecture 30 10 Enterprise Integration and Service Oriented Architecure 30 11 Architecture Patterns 15 12 Enterprise Continuum and Architecture Repository 30 13 Architecture Content Framework 30 Classroom Course Agenda 2 days of classroom learning, covering the following topics: Module Subject Time (in minutes) Day 1 1-13 Case Study Classroom Discussion 300 14 Business Architecture Phase 75 15 Case Study Classroom Discussion 60 Recap Crossword (Please refer to Appendix C) 10 Day 2 15 Information Systems Architectures 30 16 Technology Architecture 40 16 Case Study Classroom Discussion 50 17 Transition Planning 95 18 Building Organizational Capability 70 19 Case Study Classroom Discussion 20 20 The Architect 15 Recap eFlash Card (Please refer to Appendix C) 10 21 Exam Preparation Guide 60 IT Governance and Strategy TOGAF 9 Level 1 and 2 Combined eLearning Certificate: TOGAF 9 Certified Duration: 30 Hours Course Delivery: eLearning Course ID: INF1910E Language: English Credits: 30 PDUs Course Description: The TOGAF® 9 Level 1 and 2 Combined eLearning course is 30-hour, interactive, online learning experience covering the curriculi of both TOGAF Level 1 and level 2. The Foundation level content enables participants to successfully complete the associated Level 1 exam, known as TOGAF 9 Foundation. The certification provides validation that the candidate has gained knowledge of the terminology, structure and basic concepts of TOGAF 9, and understands the core principles of Enterprise Architecture and TOGAF. The Level 2 content focuses on the practical application of the TOGAF framework, building on the foundational knowledge and comprehension of Level 1 using practical scenarios to enforce concepts. Designed to make learning engaging and fun, this self-paced TOGAF 9 course provides learners with the knowledge and confidence to make the right decisions when working with TOGAF. The course follows proven methods to promote learning; drilling down complex concepts into easy to comprehend chunks. Benefits • Flexible self-paced learning – the eLearning saves 5 in-class days and allows participants to learn at their own pace, wherever they want. • Focus on effectiveness – real-life analogies, formative quizzes, mind maps and mock exams all facilitate performance of the learners. • Engaging & Fun – we don’t offer a 750-page TOGAF book turned into slides, but real, animated eLearning with a central case-study. In other words, a fun and engaging experience. Audience: • Individuals who require a deeper understanding of TOGAF 9.1 (e.g., System Integrators, Operational, Business and IT Developers, CIO’s and IT Managers, Program and Project Leaders, IT Specialists, and Enterprise Architects). • Professionals who are working in an organization where TOGAF 9 has been adopted and who need to participate in architecture projects and initiatives. • Enterprise Architects who will be responsible for developing architecture artifacts. • Enterprise Architects who wish to introduce TOGAF into an architecture practice. • Enterptise Architects who want to achieve a recognized qualification to demonstrate their detailed knowledge of TOGAF 9. Learning Objectives: Individuals certified at this level will have a demonstrated understanding of: • The basic concepts of Enterprise Architecture and TOGAF • The core concepts and terminology used in TOGAF 9 • The concept of the Enterprise Continuum; its purpose and constituent parts • The concepts of views and viewpoints and their role in communicating with stakeholders • The TOGAF certification program. • The ADM guidelines and techniques • How each of the ADM phases contributes to the success of enterprise architecture • The ADM phases in development of an enterprise architecture (and how to apply them) • How Architecture Governance contributes to the Architecture Development Cycle • How to apply Architecture Governance in development of an enterprise architecture www.itpreneurs.com 79
  • 42. • • • • • • • • • • • • • • • How to apply the TOGAF Architecture Content Framework The concept of Building Blocks (and how to apply them) How to apply the Stakeholder Management Technique How to apply the TOGAF Content Metamodel How to apply TOGAF recommended techniques when developing an enterprise architecture The TOGAF Technical Reference Model and how to customize it to meet an organization’s needs The Integrated Information Infrastructure Reference Model The content of the key deliverables of the ADM cycle How an enterprise architecture can be partitioned to meet the specific needs of an organization The purpose of the Architecture Repository How to apply iteration and different levels of architecture with the ADM How to adapt the ADM for security SOA as a style of architecture The role of architecture maturity models in developing an enterprise architecture The purpose of the Architecture Skills Framework and how to apply it within an organization Course Logistics: TOGAF course is compatible with IE 9, Mozilla 13, Google Chrome 20, and Safari 5 MAC, and iPad. Prerequisites: There are no formal prerequisites. However, it is strongly recommended that participants have some experience in Enterprise Architecture. Note, to be certified on TOGAF 9 Level 2, it is required to have passed the TOGAF Level 1 exam. Course Material: The eLearning consists of all below mentioned modules, as well as access to digital versions of the TOGAF reference book, glossary, syllabus, case study, and sample exams and quizzes. Access is strictly web-based and remains valid for 3 months after starting the course. About the Examination: There are two possibilities for taking the exam. The candidate can take the Level 1 and Level 2 exams separately, or take the combined exam. The exam is a proctored exam. A proctor needs to be registered prior to taking the exam. Alternatively, exam vouchers can be provided and used at a testing center. Course Modules 1 Course Introduction 2 Enterprise Architecture – An introduction 3 TOGAF 9 – An introduction 4 The Architecture Development Method 5 Adapting TOGAF to the context 6 Architecture principles and requirements 7 Architecture vision 8 Stakeholder management and risk management 9 Security Architecture 10 Enterprise integration and service oriented architecture 11 Architecture patterns 12 Enterprise continuum and architecture repository 13 Architecture content framework 14 Business architecture phase 15 Information systems architecture 16 Technology architecture 17 Transition planning 18 Building the organizational capability 19 Architecture governance 20 The architect 21 Exam preparation Ordering Options: Description Code TOGAF 9 Level 1 and 2 Combined eLearning INF1910EMPI TOGAF 9 Level 1 and 2 Combined eLearning – Materials printed by partners INF1910EMPP TOGAF 9 Level 1 and 2 Combined eLearning – Online exam INF1910EXO Level 1 Exam (details): The exam is in closed-book format, and includes 40 multiple-choice questions. The pass score is 55% (22 out of 40 questions). The exam lasts for 60 minutes and can be taken onsite (online), or through Prometric test centers. Level 2 Exam (details): The exam is in open-book format, and includes 8 complex multiple-choice, scenario-based questions. The pass score is 60% (5 out of 8 questions). The exam lasts for 90 minutes and can be taken onsite (online), or through Prometric test centers. Level 1 and 2 Combination Exam (details): • This examination consists of two separate sections. The TOGAF 9 Part 1 is CLOSED Book. The TOGAF 9 Part 2, Section 2 is OPEN book. (Note at Prometric test centers an electronic copy of the specification is built into the test and becomes available in Part 2 only). • Time limit: 150 Minutes total. Each section has a maximum time limit as follows: 60 Minutes on TOGAF 9 Part 1 and 90 Minutes on TOGAF 9 Part 2. Once you complete the TOGAF 9, Part 1 section, you cannot return to it. IT Governance and Strategy www.itpreneurs.com 81
  • 43. IT Governance and Strategy ISO/IEC 27001 COURSEWARE ISO/IEC 27001 ISO/IEC 27001 Courses and Training Delivery for Your Organization ITpreneurs offers the ISO/IEC 27001 Lead Auditor and the ISO/IEC 27001 Lead Implementer courses for organizations interested in using the ISO/IEC 27001 standard. These courses assist individuals who wish to audit an Information Security Management System (ISMS), or who wish to support an organization in implementing and managing an ISMS based on ISO/IEC 27001. Courses & Certifications ISO/IEC 27001 Foundation Course ISO/IEC 27001 Lead Auditor ISO/IEC 27001 Lead Implementer IT Governance and Strategy www.itpreneurs.com 83
  • 44. ISO/IEC 27001 Foundation Certificate: Certified ISO/IEC 27001 Duration: 2 days Course Delivery: Classroom, Exam Course ID: SEC1210CL Language: English Credits: 14 CPEs Course Description: This course enables participants to learn about the best practices for implementing and managing an Information Security Management System (ISMS) as specified in ISO/IEC 27001:2013, as well as the best practices for implementing the information security controls of the eleven domains of the ISO 27002. This training also helps to understand how ISO 27001 and ISO 27002 relate with ISO 27003 (Guidelines for the implementation of an ISMS), ISO 27004 (Measurement of information security) and ISO 27005 (Risk Management in Information Security). Audience: • Members of an information security team • IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Security Management System (ISMS) • Staff involved in the implementation of the ISO 27001 standard • Technicians involved in operations related to an ISMS • Auditors • CxO and Senior Managers responsible for the IT governance of an enterprise and the management of its risks Learning Objectives: • Understand the implementation of an Information Security Management System in accordance with ISO27001 • Understand the relationship between an Information Security Management System, including risk management, controls and compliance with the requirements of different stakeholders of the organization • Know the concepts, approaches, standards, methods and techniques allowing to effectively manage an Information Security Management System • Acquire the necessary Knowledge to contribute in implementing an Information Security Management System (ISMS) as specified in ISO 27001 Practical Information about the Course • Whiteboard, flipchart, projector • Participants--recommended maximum 16, no minimum required About the Examination: • The “Certified ISO/IEC 27001 Foundation” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains: • Domain 1: Fundamental principles and concepts of information security • Domain 2: Information Security Management System (ISMS) • The “Certified ISO/IEC 27001 Foundation” exam is available in different languages (the complete list of languages can be found in the examination application form) • The exam is paper-based and consists of 4 essay-type questions • Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be permitted to use any computer, laptop or any other electronic device. • A minimum score of 70% is required to pass the exam • The exam lasts 60 minutes For more information about the exam, refer to PECB section on ISO 27001 Foundation Exam A certificate of “Certified ISO/IEC 27001 Foundation” will be issued to participants who successfully passed the exam and comply with all the other requirements related to this credential . For more information about ISO 27001 certifications and PECB certification process, refer to PECB section on ISO 27001 Foundation. Course Agenda Day 1: Introduction to Information Security Management System (ISMS) concepts as required by ISO 27001 • Introduction to the ISO 27000 family of standards • Introduction to management systems and the process approach • Fundamental principles information security • General requirements: presentation of the clauses 4 to 8 of ISO 27001 • Implementation phases of ISO 27001 framework • Continual improvement of Information Security • Conducting an ISO 27001 certification audit • • • • • Day 2: Implementing controls in information security according to ISO 27002 and Certification Exam Principles and design of information security controls Documentation of an information security control environment Monitoring and reviewing the information security controls Examples of implementation of information security controls based on ISO 27002 best practices Certified ISO/IEC 27001 Foundation exam Prerequisites: None Course Material: Participants receive: • A copy of the classroom presentation material • A study handbook containing information and practical examples IT Governance and Strategy www.itpreneurs.com 85
  • 45. ISO/IEC 27001 Lead Auditor Classroom Course Certificate: Certified ISO/IEC 27001 Lead Auditor Duration: 5 days Course Delivery: Classroom, Exam Course ID: GOV5320 Language: English Credits: 31 CPEs Course Description: This five-day intensive course enables participants to develop the expertise needed to audit an Information Security Management System (ISMS) and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire the skills and knowledge needed to proficiently plan and perform audits compliant with the certification process of the ISO/IEC 27001:2013 standard. Based on practical exercises, the participant will develop the abilities (mastering audit techniques) and skills (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to the efficient conducting of an audit. The ISO/IEC 27001 Lead Auditor Course will be of interest to: • Auditors wanting to perform and lead an Information Security Management System (ISMS) audit process • Project manager or consultant wanting to master the Information Security Management System audit process • Person responsible for the Information security or conformity in an organization • Member of the information security team • Expert advisor in information technology • Technical expert wanting to prepare for an Information security audit function Learning Objectives: • Acquiring the expertise to perform an ISMS audit as specified by ISO/IEC 27001:2005 • Acquiring the expertise necessary to manage an ISMS audit team • Understanding the application of the information security management system in the ISO/IEC 27001:2005 context • Understand the relationship between an Information Security Management System, including risk management and controls and compliance with the requirements of different stakeholders of the organization. • Improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of an ISMS. Case Study: Scenario-driven learning is essential to mastering the content taught during the training. This training includes a real life case study and assignments to: • Provide applicable situations and cases • Present a real world connect using situations that can happen in the day to day life of participants • Perform an audit of an ISMS with a team Practical Information about the Course: • Whiteboard, flipchart, projector, recommended 16 participants maximum, no minimum requirement Prerequisites: • ISO 27001 Foundation Certification or basic knowledge of ISO 27001 is recommended • Participants are required to purchase a copy of the ISO/IEC 27001:2013 Standard from www.iso.org • Upon passing the Lead Auditor Exam, the candidate can get registered with PECB to become: −− A Provisional Auditor – Required: No experience required −− An Auditor – Required: 2 years of professional experience, 1 year of information security experience, audit activities totalling 200 hours −− A Lead Auditor - Required: 5 years of professional experience, 2 years of information security experience, audit activities totalling 300 hours For more information about these requirements, please visit either www.pecb.org or https://www.pecb.org/en/ certifications/iso-27001-and-information-security-certifications/iso-27001-lead-auditor Course Material: Participants receive: • A copy of the classroom presentation material • A study handbook containing information and practical examples Examination: The “Certified ISO/IEC 27001 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains: −− Domain 1: Fundamental principles and concepts of information security −− Domain 2: Information Security Management System (ISMS) −− Domain 3: Fundamental audit concepts and principles −− Domain 4: Preparation of an ISO 27001 audit −− Domain 5: Conducting an ISO 27001 audit −− Domain 6: Closing an ISO 27001 audit −− Domain 7: Managing an ISO 27001 audit program • The “Certified ISO/IEC 27001 Lead Auditor” exam is available in different languages (the complete list of languages can be found in the examination application form) • The paper-based exam consists of 12 essay-type questions • Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be permitted to use any computer, laptop or any other electronic device. • A minimum score of 70% is required to pass the exam • The exam lasts 180 minutes For more information about the exam, refer to PECB section on ISO 27001 Lead Auditor Exam • After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 27001 Provisional Auditor, Certified ISO/IEC 27001 Auditor or Certified ISO/IEC 27001 Lead Auditor depending on their level of experience. Those credentials are available for internal and external auditors • A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential • For more information about ISO 27001 certifications and PECB certification process, refer to PECB section on ISO 27001 Lead Auditor Credits: A 35 CPE (Continuing Professional Education) participation certificate will be issued to participants IT Governance and Strategy www.itpreneurs.com 87
  • 46. Agenda: Day 1: Introduction to Information Security Management System (ISMS) concepts as required by ISO 27001 • Normative, regulatory and legal framework related to information security • Fundamental principles of information security • ISO 27001 certification process • Information Security Management System (ISMS) • Detailed presentation of the clauses 4 to 8 of ISO27001 Day 2: Planning and Initiating an ISO 27001 audit • Fundamental audit concepts and principles • Sudit approach based on evidence and on risk • Preparation of an ISO 27001 certification audit • ISMS documentation audit • Conducting an opening meeting ISO/IEC 27001 Lead Implementer Certificate: Certified ISO/IEC 27001 Lead Implementer Duration: 5 days Course Delivery: Classroom, Exam Course ID: SEC1320 Language: English Credits: 31 CPEs Course Description: This five-day intensive course enables the participants to develop the expertise to support an organization in implementing and managing an Information Security Management System (ISMS) as specified in ISO/IEC 27001:2013. Participants will also master the best practices for implementing information security controls from the eleven areas of ISO/IEC 27002:2005. Day 3: Conducting an ISO 27001 audit • Communication during the audit • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation • Audit test plans • Formulation of audit findings • Documentating nonconformities Day 4: Concluding and ensuring the follow-up of an ISO 27001 audit • Audit documentation • Quality review • Conducting a closing meeting and conclusion of an ISO 27001 audit • Evaluation of corrective action plans • ISO 27001 Surveillance audit • Internal audit management program Day 5: Certification Exam Ordering Options: Description Code ISO/IEC 27001 Lead Auditor Classroom Course – Materials printed by ITpreneurs SEC1310MPI ISO/IEC 27001 Lead Auditor Classroom Course – Materials printed by partners SEC1310MPP ISO/IEC 27001 Lead Auditor Classroom Course – Paper exam SEC1310XP ISO/IEC 27001 Lead Auditor Classroom Course – Instructor SEC1310I This training is consistent with the good practices of project management established by the Project Management Institute (PMI) and ISO 10006:2003 (Quality Management Systems - Guidelines for Quality Management in Projects). This training is fully compatible with ISO/IEC 27003:2009 (Guidelines for the Implementation of an ISMS), ISO/ IEC 27004:2009 (Measurement of Information Security) and ISO/IEC 27005:2008 (Risk Management in Information Security). Audience: Project manager or consultant wanting to prepare for and support an organization in the implementation of an Information Security Management System (ISMS): • ISO27001 Auditor who wants to master the Information Security Management System implementation process • Person responsible for the information security or conformity in an organization • Member of the information security team • Expert advisor in information technology • Technical expert wanting to prepare for an information security function or for an ISMS project management function Learning Objectives: At the end of this course, the participant will gain competencies in: • Understanding the application of an Information Security Management System in the ISO/IEC 27001:2013 context. • Mastering the concepts, approaches, standards, methods and techniques allowing effective management of an Information Security Management System. • Understanding the relationship between an Information Security Management System, including risk management and controls and compliance with the requirements of different stakeholders of the organization. • Acquiring expertise to support an organization in implementing, managing and maintaining an ISMS as specified in ISO/IEC 27001:2013. • Acquiring the expertise necessary to manage a team in implementing the ISO/IEC 27001:2013 standard. • Developing personal skills and knowledge required to advise organizations on best practices in management of information security. • Improving the capacity for analysis and decision making in a context of information security management. Case Study Scenario-driven learning is essential to mastering the content taught during the training. This training includes a real life case study and assignments to: • Provide applicable situations and cases • Present a real world connect using situations that can happen in the day to day life of participants • Discuss the use and implementation of an ISMS with group members IT Governance and Strategy www.itpreneurs.com 89
  • 47. Practical Information about the Course: • Whiteboard, flipchart, projector • Participants--16 maximum, no minimum. Prerequisites: ISMS Foundation training or a basic knowledge of ISO/IEC 27001:2005 and ISO/IEC 27002:2005 is recommended: • Participants are required to purchase a copy of the ISO/IEC 27001:2013 Standard from www.iso.org • Upon passing the Lead Implementer Exam, the candidate can get registered with PECB to become: -- A Provisional Implementer – Required: No experience required -- An Implementer – Required: 2 years of professional experience, 1 year of information security experience, ISMS project activities totaling 200 hours -- A Lead Implementer - Required: 5 years of professional experience, 2 years of information security experience, ISMS project activities totaling 300 hours For more information about these requirements, please visit either www.pecb.org or https://www.pecb.org/en/ certifications/iso-27001-and-information-security-certifications/iso-27001-lead-implementer Course Material: Participants receive: • A copy of the classroom presentation material • A study handbook containing information and practical examples Examination: • The “Certified ISO/IEC 27001 Lead Implementer” exam fully meets the requirements of the PECB Examination and Certification Programme (ECP). The exam covers the following competence domains: -- Domain 1: Fundamental principles and concepts of information security -- Domain 2: Information security control best practice based on ISO 27002 -- Domain 3: Planning an ISMS based on ISO 27001 -- Domain 4: Implementing an ISMS based on ISO 27001 -- Domain 5: Performance evaluation, monitoring and measurement of an ISMS based on ISO 27001 -- Domain 6: Continual improvement of an ISMS based on ISO 27001 -- Domain 7: Preparing for an ISMS certification audit • The “C ertified ISO/IEC 27001 Lead Implementer” exam is available in different languages (the complete list of languages can be found in the examination application form) • The paper-based exam consists of 12 essay-type questions • Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be permitted to use any computer, laptop or any other electronic device. • Paper-based exam • A minimum score of 70% is required to pass the exam • The exam lasts 180 minutes • For more information about the exam, refer to PECB section on ISO 27001 Lead Implementer Exam. • After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 27001 Provisional Implementer, Certified ISO/IEC 27001 Implementer or Certified ISO/IEC 27001 Lead Implementer, depending on their level of experience • A certificate will be issued to participants who successfully pass the exam and comply with all the other requirements related to the selected credential Agenda: Day 1: Introduction to Information Security Management System (ISMS) concepts as required by ISO 27001; Initiating an ISMS • Introduction to management systems and the process approach • Presentation of the standards ISO 27001, ISO 27002 and ISO 27003 and regulatory framework • Fundamental principles of Information Security • Preliminary analysis and establishment of the level of the maturity level of an existing information security management system based on ISO 21827 • Writing a business case and a project plan for the implementation of an ISMS Day 2: Planning the implementation of an ISMS based on ISO 27001 • Defining the scope of an ISMS • Development of an ISMS and information security policies • Selection of the approach and methodology for risk assessment • Risk management: identification, analysis and treatment of risk (drawing on guidance from ISO 27005) • Drafting the Statement of Applicability Day 3: Implementing an ISMS based on ISO 27001 • Implementation of a document management framework • Design of controls and writing procedures • Implementation of controls • Development of a training & awareness program and communicating about the information security • Incident management (based on guidance from ISO 27035) • Operations management of an ISMS Day 4: Controlling, monitoring, measuring and improving an ISMS; certification audit of the ISMS • Controlling and Monitoring the ISMS • Development of metrics, performance indicators and dashboards in accordance with ISO 27004 • ISO 27001 internal Audit • Management review of an ISMS • Implementation of a continual improvement program • Preparing for an ISO 27001 certification audit Day 5: Certification Exam Day 4 Day 5 Control, act and the certification audit of the ISMS according ISO/IEC 27001 Exam: Duration – 3 Hours • Monitoring controls and the management of records • Development of metrics, performance indicators and the dashboard in accordance with ISO/IEC 27004:2009 • Internal ISMS Audit • Management review of the ISMS • Implementation of a continuous improvement program • Preparing for the ISO/IEC 27001:2005 audit • Open Book Exam: Except for the use of a computer, all documents and references are allowed during the exam. The exam is comprised of development questions Ordering Options: Credits: A 35 CPE (Continuing Professional Education) participation certificate will be issued to participants IT Governance and Strategy Code ISO/IEC 27001 Lead Implementer Classroom Course – Materials printed by ITpreneurs SEC1320MPI ISO/IEC 27001 Lead Implementer Classroom Course – Materials printed by partners SEC1320MPP ISO/IEC 27001 Lead Implementer Classroom Course – Paper exam For more information about ISO 27001 certifications and PECB certification process, refer to PECB section on ISO 27001 Lead Implementer. Description SEC1320XP ISO/IEC 27001 Lead Implementer Classroom Course – Instructor SEC1320I www.itpreneurs.com 91
  • 48. IT Governance and Strategy ISO 22301 ISO 22301 Business Continuity Management ISO 22301 is the international standard for business continuity management. It’s designed to protect organizations from potential disruption. This includes extreme weather, fire, flood, natural disaster, theft, IT outage, staff illness or terrorist attack. The ISO 22301 management system enables organizations to identify threats relevant to their business and the critical business functions they could impact. It also allows them to put plans in place ahead of time to ensure business doesn’t come to a standstill. Courses & Certifications ISO 22301 Foundation Course ISO 22301 Lead Auditor ISO 22301 Lead Implementer IT Governance and Strategy www.itpreneurs.com 93
  • 49. ISO 22301 Business Continuity Management Foundation Certificate: Certified ISO 22301 Foundation Duration: 2 days Course Delivery: Classroom, Virtual Classroom, Exam Course ID: GOV5110 Language: English Credits: 14 CPEs Course Description: This course gives the participants an opportunity to learn about the best practices for implementing and managing a Business Continuity Management System (BCMS) as specified in ISO 22301, as well as the best practices for implementing the Business Continuity processes based on the ISO/PAS 22399. This training is based on both theory and practice: • Sessions of lectures illustrated with examples based on real cases • Review exercises to assist the exam preparation • ractice test similar to the certification exam P • The Professional Evaluation Certification Board (PECB) is ISO/IEC 17024 accredited by ANSI Audience: • Members of a business continuity team • T Professionals wanting to gain a comprehensive knowledge of the main processes of a Business Continuity I Management • taff involved in the implementation of the ISO 22301 standard S • echnicians involved in operations related to a BCMS T • Auditors Learning Objectives: • To understand the implementation of a Business Continuity Management System in accordance with ISO 22301, ISO 27031 or BS 25999. • To understand the relationship between a Business Continuity Management System, including risk management, controls and compliance with the requirements of different stakeholders of the organization. • o know the concepts, approaches, standards, methods and techniques allowing to effectively manage a Business T Continuity Management System. • o acquire the necessary expertise to contribute in implementing a Business Continuity Management System T (BCMS) as specified in ISO22301, ISO 27031 or BS 25999. • Course Logistics: • Classroom • Whiteboard, flipchart, and projector • articipants — recommended maximum of 16, no minimum requirement P Prerequisites: No • copy of the classroom presentation material A • study handbook containing information and practical examples A • n exam preparation guide A About the Examination: • he “Certified ISO 22301 Foundation” exam fully meets the requirements of the PECB Examination and Certification T Program (ECP). The exam covers the following competence domains: -- omain 1: Fundamental principles and concepts of business continuity D -- omain 2: Business Continuity Management System (BCMS) D • The exam is available in different languages, including English, French, Spanish and Portuguese • he exam consists of 5 essay-type questions T • pen book: Participants may use all PECB provided documentation plus their own course notes, but will not be O permitted to use any computer, laptop or any other electronic device. • Paper-based exam • minimum score of 70% is required to pass the exam A • The exam lasts 60 minutes For more information about the exam, please visit: www.pecb.org Certification: • A certificate of Certified ISO 22301 Foundation is issued to participants who successfully pass the ISO 22301 Foundation Exam: • No experience requirements • No certification fee • No annual maintenance fee • Certified for life Agenda: Day 1: Introduction to Business Continuity Management System (BCMS) concepts as required by ISO 22301 Day 2: Implementing controls in business continuity according to ISO 22301 and Certification Exam Presentation of the standards ISO 22301, ISO 27031, ISO/ PAS 22399, BS 25999 and regulatory framework Business impact analysis (BIA) and risk management Introduction to management systems and the process approach Implementation phases of the ISO 22301 framework Fundamental principles in business continuity Continuing improvement of business continuity General requirements: presentation of the clauses 4 to 10 of ISO 22301 Conducting an ISO 22301 certification audit Certified ISO 22301 Foundation exam Ordering Options: GOV5110MPI ISO 22301 BCM Foundation Classroom Course – Materials printed by Partners GOV5110MPP ISO 22301 BCM Foundation Classroom Course – Paper exam GOV5110XP ISO 22301 BCM Foundation Classroom Course – Instructor IT Governance and Strategy Code ISO 22301 BCM Foundation Classroom Course – Materials printed by ITpreneurs Course Material: Participants receive: Description GOV5110I www.itpreneurs.com 95
  • 50. ISO 22301 Business Continuity Management Lead Auditor Certificate: Certified ISO 22301 Lead Auditor Duration: 5 days Course Delivery: Classroom, Virtual Classroom, Exam Course ID: GOV5320 Language: English Credits: 31 CPEs Course Description: This five-day intensive course enables participants to develop the necessary expertise to audit a Business Continuity Management System (BCMS) and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this training, the participant will acquire the necessary knowledge and skills to proficiently plan and perform internal and external audits in compliance with ISO 19011 the certification process according to 17021. Based on practical exercises, the participant will develop the skills (mastering audit techniques) and competencies (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to efficiently conduct an audit. This training is compatible with BS 25999 audit (Business continuity management specification) and ISO 27031 (Guidelines for information and communication technology readiness for business continuity). This training is based on both theory and practice: • Sessions of lectures illustrated with examples based on real cases • Practical exercises based on a full case study including role playing and oral presentations • Review exercises to assist the exam preparation • Practice test similar to the certification exam • The Professional Evaluation Certification Board (PECB) is ISO/IEC 17024 accredited by ANSI recommended. Course Material: Participants receive: • An copy of the classroom presentation material • A study handbook containing information and practical examples • An exam preparation guide About the Examination: • The “Certified ISO 22301 Lead Auditor” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains: -- omain 1: Fundamental principles and concepts of business continuity D -- omain 2: Business Continuity Management System (BCMS) D -- omain 3: Fundamental Audit Concepts and Principles D -- omain 4: Preparation of an ISO 22301 audit D -- omain 5: Conducting of an ISO 22301 audit D -- omain 6: Conclusion and follow up of an ISO 22301 audit D -- omain 7: Managing an ISO 22301 audit program D • The exam is available in different languages, including English, French, Spanish and Portuguese • The exam consists of 12 essay-type questions • Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be permitted to use any computer, laptop or any other electronic device. • Paper-based exam • A minimum score of 70% is required to pass the exam • The exam lasts 180 minutes For more information about the exam, please visit: www.pecb.org Audience: • Internal auditors and auditors wanting to perform and lead BCMS certification audits • Project managers or consultants wanting to master the BCMS audit process • Persons responsible for the Business Continuity conformity in an organization • Members of a Business Continuity team • Expert advisors in information technology • Technical experts wanting to prepare for an Business Continuity audit function Certification: A certificate will be issued to participants who successfully passed the exam and comply with all the other requirements related to the selected credential: • Professional experience: five years, two years of Business Continuity work experience • BCMS audit experience: audit activities totaling 300 hours • BCMS project experience: none • Other requirements: Signing the PECB code of ethics Learning Objectives: • To acquire the expertise to perform an ISO 22301 or BS 25999 internal audit following ISO 19011 guidelines. • To acquire the expertise to perform an ISO 22301 or BS 25999 certification audit following ISO 19011 guidelines and the specifications of ISO 17021. • To acquire the expertise necessary to manage a BCMS audit team. • Understanding the operation of the BCMS in accordance with ISO22301, ISO 27031 or BS 25999. • To understand the relationship between a Business Continuity Management System, including risk management, controls and compliance with the requirements of different stakeholders of the organization. To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making in the context of a BCMS. Agenda: Day 1: Introduction to Business Continuity Management System (BCMS) concepts as required by ISO 22301 • Presentation of the standards ISO 22301, ISO 27031, ISO/PAS 22399, BS 25999 and regulatory framework • Fundamental principles of business continuity • ISO 22301 certification process • Business Continuity Management System (BCMS) • Detailed presentation of the clauses of ISO22301 Course Logistics: • Classroom • Whiteboard, flipchart, and projector • Participants — recommended maximum of 16, no minimum requirement IT Governance and Strategy Prerequisites: ISO 22301 Foundation Certification or basic knowledge of BS 25999 or ISO 27031 and business continuity concepts is Day 2: Planning and Initiating an ISO 22301 audit • Fundamental audit concepts and principles • Audit approach based on evidence and on risk • Preparation of an ISO 22301 certification audit • BCMS documentation audit • Conducting an opening meeting www.itpreneurs.com 97
  • 51. Day 3: Conducting an ISO 22301 audit • Communication during the audit • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation • Audit test plans • Formulation of audit findings and documenting of nonconformities Day 4: Concluding and ensuring the follow-up of an ISO 22301 audit • Audit documentation • Conducting a closing meeting and conclusion of an ISO 22301 audit • Evaluation of corrective action plans • ISO 22301 surveillance audit • ISO 22301 internal audit management program and second party audits Day 5: ANSI Accredited Certification Exam Agenda: Day 1 Day 2 Day 3 Introduction to the management of an Information Security Management System (ISMS) Planning and Launching an ISO 27000 audit Conducting an ISO 27000 audit • Normative, regulatory and legal framework related to Information Security • Fundamental principles of Information Security • The ISO/IEC 27000:2005 certification process • The Information Security Management System (ISMS) • Detailed presentation of the clauses 4 to 8 of the ISO/IEC 27000:2005 standard • Fundamental concepts and principles of auditing • Audit approach based on evidence and on risk • Preparation of an ISO/IEC 27000:2005 certification audit • Documentation of an ISMS audit • Conducting an opening meeting • Communication during the audit • Audit procedures: observation, document review, interview, sampling techniques, technical verification, corroboration and evaluation • Drafting test plans • Formulation of audit findings • Drafting of nonconformity reports Day 4 Day 5 Concluding and ensuring the follow-up of an ISO 27000 audit Exam: Duration - 3 hours • Audit documentation • Quality Review • Conducting a closing meeting and Conclusion of an ISO/IEC 27000: 2005 audit • Evaluation of corrective action plans • Surveillance Audit • Audit management program • Open Book Exam: Except for the use of a computer, all documents and references are allowed during the exam. The exam is comprised of development questions. ISO 22301 Business Continuity Management Lead Implementer Certificate: Certified SIO 22301 Lead Implementer Duration: 5 days Course Delivery: Classroom, Virtual Classroom Exam Course ID: GOV5310 Language: English Credits: 31 CPEs Course Description: This five-day intensive course enables participants to develop the necessary expertise to support an organization in implementing and managing a Business Continuity Management System (BCMS) based on ISO 22301:2010. Participants will also gain a thorough understanding of best practices used to implement business continuity processes from the ISO 22399. This training is consistent with the project management practices established in ISO 10006 (Quality Management Systems - Guidelines for Quality Management in Projects). This training is fully compatible with BS 25999 (Business continuity management specification) and ISO 27031 (Guidelines for information and communication technology readiness for business continuity). The Professional Evaluation Certification Board (PECB) is ISO/IEC 17024 accredited by ANSI. Audience: • Project managers or consultants wanting to prepare and to support an organization in the implementation of a Business Continuity Management System (BCMS). • Business continuity auditors who wish to fully understand the implementation of a Business Continuity Management System. • Persons responsible for the business continuity conformity in an organization. • Members of a business continuity team. • Expert advisors in business continuity. • Members of an organization that want to prepare for an business continuity function or for a BCMS project management function. Learning Objectives: • To understand the implementation of a BCMS in accordance with ISO 22301, ISO 27031 or BS 25999. • To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques required for the effective management of a BCMS. • To understand the relationship between the components of a BCMS and the compliance with the requirements. • To acquire the necessary expertise to support an organization in implementing, managing and maintaining a BCMS as specified in ISO22301 or BS 25999. • To acquire the necessary expertise to manage a team implementing ISO22301 or BS 25999. Course Logistics: • Classroom • Whiteboard, flipchart, and projector • Participants — recommended maximum of 16, no minimum requirement Ordering Options: Description Code ISO/IEC 27001 Lead Auditor Classroom Course – Materials printed by ITpreneurs SEC1310MPI ISO/IEC 27001 Lead Auditor Classroom Course – Materials printed by partners SEC1310MPP ISO/IEC 27001 Lead Auditor Classroom Course – Paper exam SEC1310XP ISO/IEC 27001 Lead Auditor Classroom Course – Instructor Prerequisites: ISO 22301 Foundation Certification or basic knowledge of ISO 27031 or BS 25999 and business continuity concepts is recommended. SEC1310I IT Governance and Strategy www.itpreneurs.com 99
  • 52. Course Material: Participants receive: • A copy of the classroom presentation material • A study handbook containing information and practical examples • An exam preparation guide About the Examination: • The “Certified ISO 22301 Implementer” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). The exam covers the following competence domains: -- omain 1: Fundamental principles and concepts of business continuity D -- omain 2: Business continuity best practice based on ISO 22301 D -- omain 3: Planning a BCMS based on ISO 22301 D -- omain 4: Implementing a BCMS based on ISO 22301 D -- omain 5: Performance evaluation, monitoring and measurement of a BCMS based on ISO 22301 D -- omain 6: Continual improvement of a BCMS based on ISO 22301 D -- omain 7: Preparing for a BCMS certification audit D • The exam is available in different languages, including English, French, Spanish and Portuguese • The exam consists of 13 essay-type questions • Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be permitted to use any computer, laptop or any other electronic device. • Paper-based exam • A minimum score of 70% is required to pass the exam • The exam lasts 180 minutes For more information about the exam, please visit: www.pecb.org Certification: A certificate will be issued to participants who successfully passed the exam and comply with all the other requirements related to the selected credential: • Professional experience: five years, two years of Business Continuity work experience • BCMS audit experience: none • BCMS project experience: project activities totaling 300 hours • Other requirements: Signing the PECB code of ethics Day 3: Implementing a BCMS based on ISO 22301 • Implementation of a document management framework • Design of business continuity processes and writing procedures Day 3: Continued Implementation of business continuity processes • Development of a training & awareness program and communicating about the BCMS • Incident management and emergency management • Operations management of a BCMS Day 4: Controlling, monitoring and measuring and improving a BCMS and certification audit of a BCMS in accordance with ISO 22301 • Monitoring BCMS processes • Development of metrics, performance indicators and dashboards • Internal audit and management review of a BCMS • Implementation of a continual improvement program • Preparing for an ISO 22301 certification audit Day 5: ANSI Accredited Certification Exam Ordering Options: Description Code ISO 22301 BCM Lead Implementer Course – Materials printed by ITpreneurs GOV5310MPI ISO 22301 BCM Lead Implementer Course – Materials printed by Partners GOV5310MPP ISO 22301 BCM Lead Implementer Course – Paper exam GOV5310XP ISO/IEC 27001 BCM Lead Implementer Course – Instructor GOV5310I Agenda: Day 1: Introduction to Business Continuity Management System (BCMS) concepts as required by ISO 22201; initiating a BCMS • Introduction to management systems and the process approach • Presentation of the standards ISO 22301, ISO/PAS 22399, ISO 27031, BS 25999 and regulatory framework • Fundamental principles of Business continuity • Preliminary analysis and establishment of the maturity level of the existing Business Continuity Management System based upon ISO 21827 • Writing a business case and a project plan for the implementation of a BCMS Day 2: Planning a BCMS based on ISO 22301 • Definition of the scope of a BCMS • Development of a BCMS and business continuity policies • Business impact analysis (BIA) and risk assessment IT Governance and Strategy www.itpreneurs.com 101
  • 53. IT Governance and Strategy ISO/IEC 27005 ISO/IEC 27005 Risk Manager Information Security related incidents represent pivotal risks to businesses as they have the potential to result in financial loss, loss of reputation and loss of customer confidence. Effective risk management is one of the key elements to preventing security incidents such as online fraud, damage to websites and loss of business data. Courses & Certifications ISO/IEC 27005 Risk Manager Course IT Governance and Strategy www.itpreneurs.com 103
  • 54. ISO/IEC 27005 Risk Manager Course Certificate: Certified ISO 27005 Risk Manager Duration: 2 days Course Delivery: (Virtual) Classroom, Exam Course ID: GOV3310 Language: English Credits: 14 CPEs Course Description: This course enables the participants develop the competence to master the basic Risk Management elements related to all the assets of relevance for Information Security using the ISO/IEC 27005 standard as a reference framework. Based on practical exercises and case studies, participants acquire the necessary knowledge and skills to perform an optimal Information Security Risk Assessment and manage risks in time by being familiar with their life cycle. This training fits perfectly in the framework of an ISO/IEC 27001:2005 standard implementation process. The Professional Evaluation Certification Board (PECB) is ISO/IEC 17024 accredited by ANSI. Audience: • Risk Managers • Individuals responsible for information security or conformity within an organization • Member of the Information Security Team • IT Consultants • Staff implementing or seeking to comply with ISO 27001 or involved in a risk management program Learning Objectives: • To understand the concepts, approaches, methods and techniques that allow effective Risk Management according to ISO 27005. • To interpret the requirements of ISO 27005 on Information Security Risk Management. • To understand the relationship between the Information Security Risk Management, the security controls and the compliance with all the other requirements. Course Logistics: • Classroom • Whiteboard, flipchart, and projector • articipants — recommended maximum of 16, no minimum requirement P Prerequisites: None Course Material: Participants receive: • A copy of the classroom presentation material • A study handbook containing information and practical examples • An exam preparation guide • The “Certified ISO 27005 Risk Manager exam covers the following competence domains: -- Domain 1: Fundamental concepts, approaches, methods and techniques of information security risk management -- Domain 2: Implementation of an information security risk management program -- Domain 3: Information security risk assessment based on ISO 27005 and ISO 31000 • The exam is available in different languages, including English, French, Spanish and Portuguese • The exam consists of 5 essay-type questions • Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be permitted to use any computer, laptop or any other electronic device • Paper-based exam • A minimum score of 70% is required to pass the exam • The exam lasts 90 minutes For more information about the exam, please visit: www.pecb.org Certification: A certificate of “ISO/IEC 27005 Risk Manager” will be issued to those participants who successfully pass the exam and comply with all the other requirements related to this credential: • Professional experience: Two years, one year of Risk Management related work experience • Risk assessment experience: Risk Management activities totaling 200 hours • Other requirements: Signing the PECB code of ethics Agenda: Day 1: Introduction, risk management program, risk identification and assessment according to ISO/IEC 27005 • Concepts and definitions related to risk management • Risk management standards, frameworks and methodologies • Implementation of an information security risk management program • Understanding an organization and its context • Risk identification and risk assessment Day 2: Risk evaluation, treatment, acceptance, communication and surveillance according to ISO/IEC 27005 • Risk evaluation and treatment • Acceptance of information security risks and management of residual risks • Information security risk monitoring and review • Certified ISO/IEC 27005Risk Manager Exam (2 hours) Ordering Options: Description Code ISO 22301 Risk Manager Classroom Course – Materials printed by ITpreneurs GOV3310MPI ISO 22301 Risk Manager Classroom Course – Materials printed by Partners GOV3310MPP ISO 22301 Risk Manager Classroom Course – Paper exam GOV3310XP ISO/IEC 27001 Risk Manager Classroom Course – Instructor GOV3310I About the Examination: • The “Certified ISO 27005 Risk Manager” exam fully meets the requirements of the PECB Examination and Certification Program (ECP). IT Governance and Strategy www.itpreneurs.com 105
  • 55. IT Governance and Strategy ArchiMate ArchiMate 2 Modeling Language ArchiMate®, an Open Group Standard, is an open and independent modeling language for enterprise architecture that is supported by different tool vendors and consulting firms. ArchiMate provides instruments to enable enterprise architects to describe, analyze and visualize the relationships among business domains in an unambiguous way. ArchiMate® 2.0 has been improved and expanded based on many years of practical experience of modeling and analysis of Enterprise Architecture (EA) by a world-wide user base. It enables the creation of fully integrated models of the organization’s enterprise architecture, the motivation for it, and the programs, projects and migration paths to implement it. ArchiMate® 2.0 has evolved to be fully aligned with TOGAF®. Courses & Certifications ArchiMate Foundation Level 1 ArchiMate Certified Level 2 ArchiMate Level 1 & 2 Combined IT Governance and Strategy www.itpreneurs.com 107
  • 56. ArchiMate 2.0 Foundation Level 1 Certificate: ArchiMate® 2 Foundation Duration: 2 days Course Delivery: Classroom, Virtual Classroom, Exam Course ID: INF1220 Language: English Course Description: The ArchiMate® 2 Foundation course, known as Level 1, is a 2-day, interactive, classroom-based learning experience. The purpose of certification for ArchiMate 2 Foundation is to provide validation that the Candidate has gained knowledge of the notation, terminology, structure, and concepts of the ArchiMate modeling language. The learning objectives at this level focus on knowledge and comprehension. Audience: • Individuals who require a basic understanding of the ArchiMate modeling language • Professionals who are working in roles associated with an architecture project and who need to understand architecture artifacts developed using the ArchiMate modeling language • Individuals who want to achieve a recognized qualification to demonstrate their knowledge of the ArchiMate modeling language Prerequisites: There are no formal prerequisites. However, it is recommended that participants have experience in the IT domain. Course Material: Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains reference material. About the Examination: • The exam is in a closed-book format and includes 40 multiple-choice questions. The pass score is 60% (24 out of 40 questions). • The exam lasts for 60 minutes and can be only be taken through Prometric test centers. • If the candidate fails the test, they must wait one month before another attempt can be made. Ordering Options: Description Code INF 1220 ArchiMate Foundation Classroom Course – Materials printed by ITpreneurs INF1220MPI INF 1220 ArchiMate Foundation Classroom Course – Materials printed by Partners INF1220MPP INF 1220 ArchiMate Foundation Classroom Course – Paper exam INF1220XP INF 1220 ArchiMate Foundation Classroom Course – Instructor INF1220I Learning Objectives: Individuals certified at this level will have demonstrated their understanding of: • The basic concepts and key terminology of Enterprise Architecture and the ArchiMate language • The principles and core concepts underlying the ArchiMate core language and extensions • The concepts from the ArchiMate layers and extensions • The ArchiMate relationships • The ArchiMate views and viewpoints • Adapting the ArchiMate language • The ArchiMate certified tools to support modeling and analysis • The relationship of the ArchiMate modeling language to other languages and frameworks Course Logistics: • Classroom • Whiteboard, flipchart, and projector • articipants — recommended maximum of 16, no minimum requirement P IT Governance and Strategy www.itpreneurs.com 109
  • 57. Prerequisites: There are no formal prerequisites. However, certification for Level 2 is only achieved after completing additional requirements. This includes satisfactorily completing an Accredited ArchiMate Training course, including completion of practical exercises. In addition, it is recommended that participants have experience in the IT domain. ArchiMate 2.0 Certified Level 2 Certificate: ArchiMate® 2 Certified Duration: 2 days Course Delivery: Classroom, Virtual Classroom, Exam Course ID: INF1320 Language: English Course Description: The ArchiMate® 2 Certified course, known as Level 2, is a 2-day, interactive, classroom-based learning experience. The purpose of certification for ArchiMate 2 Certified is to provide validation that the Candidate has gained knowledge of the notation, terminology, structure, and concepts of the ArchiMate modeling language, and has the capability to use the ArchiMate language for modeling. Audience: • Individuals who are required to demonstrate practical usage and knowledge of the ArchiMate modeling language • Individuals who will be responsible for developing architecture artifacts using ArchiMate language notation • Individuals who want to achieve a recognized qualification to demonstrate their practical ability to apply the ArchiMate modeling language Learning Objectives: Individuals certified at this level will have demonstrated their understanding of: • The basic concepts and key terminology of Enterprise Architecture and the ArchiMate language • The principles and core concepts underlying the ArchiMate core language and extensions • How to apply the concepts from the ArchiMate layers and extensions • How to apply the ArchiMate relationships • How to apply ArchiMate views and viewpoints • How to adapt the ArchiMate language • How to apply ArchiMate certified tools to support modeling and analysis • How the ArchiMate language relates to other languages and frameworks • How the ArchiMate language can be applied with the TOGAF® Architecture Development Method (ADM) • How to develop ArchiMate models Course Material: Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains reference material. About the Examination: • The exam is in a closed-book format and includes 40 multiple-choice questions. The pass score is 60% (24 out of 40 questions). • The exam lasts for 60 minutes and can be only be taken through Prometric test centers. • If the candidate fails the test, they must wait one month before another attempt can be made. Ordering Options: Description Code INF 1320 ArchiMate Certified Classroom Course – Materials printed by ITpreneurs INF1220MPI INF 1320 ArchiMate Certified Classroom Course – Materials printed by Partners INF1220MPP INF 1320 ArchiMate Certified Classroom Course – Paper exam INF1220XP INF 1320 ArchiMate Certified Classroom Course – Instructor INF1220I Course Logistics: • Classroom • Whiteboard, flipchart, and projector • articipants — recommended maximum of 16, no minimum requirement P IT Governance and Strategy www.itpreneurs.com 111
  • 58. ArchiMate 2.0 Level 1 & 2 Combined Certificate: ArchiMate® 2 Certified Duration: 3 days Course Delivery: Classroom, Virtual Classroom, Exam Course ID: INF1920 Language: English Course Description: The The ArchiMate® 2 Level 1 and 2 Combined course is a 3-day, interactive, classroom-based learning experience. The course covers the curriculi of both Level 1 known as ArchiMate 2 Foundation and Level 2 known as ArchiMate 2 Certified. The ArchiMate 2 Foundation is focused on knowledge and comprehension. The purpose is to provide validation that the participant has gained kowledge of the notation, terminology, structure, and concepts of the ArchiMate modeling language. The ArchiMate 2 Certified is focused on enabling participants to apply the ArchiMate language for modeling. Audience: • Individuals who are required to demonstrate practical usage and knowledge of the ArchiMate modeling language • Individuals who will be responsible for developing architecture artifacts using ArchiMate language notation • Individuals who want to achieve a recognized qualification to demonstrate their practical ability to apply the ArchiMate modeling language Learning Objectives: Individuals certified at this level will have demonstrated their understanding of: • The basic concepts and key terminology of Enterprise Architecture and the ArchiMate language • The principles and core concepts underlying the ArchiMate core language and extensions • How to apply the concepts from the ArchiMate layers and extensions • How to apply the ArchiMate relationships • How to apply ArchiMate views and viewpoints • How to adapt the ArchiMate language • How to apply ArchiMate certified tools to support modeling and analysis • How the ArchiMate language relates to other languages and frameworks • How the ArchiMate language can be applied with the TOGAF® Architecture Development Method (ADM) • How to develop ArchiMate models Course Material: Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains reference material. About the Examination: There are two possibilities for taking the exam. The candidate can take the Level 1 and Level 2 exams separately, or take the combined exam. The exam is a proctored exam—a proctor needs to be registered prior to taking the exam. ArchiMate 2 Foundation Exam (details): The exam is in a closed-book format and includes 40 multiple-choice questions. The pass score is 60% (24 out of 40 questions). The exam lasts for 60 minutes and can be taken only through Prometric test centers. If the candidate fails the test, they must wait one month before another attempt can be made. ArchiMate 2 Certified Exam (details): The exam is in a closed-book format and includes 40 multiple-choice questions. The pass score is 60% (24 out of 40 questions). The exam lasts for 60 minutes and can be taken only through Prometric test centers. If the candidate fails the test, they must wait one month before another attempt can be made. Level 1 and 2 Combination Exam (details): This examination consists of two separate sections. Both are CLOSED book. Time limit: 120 minutes total. Each section has a maximum time limit as follows: 60 minutes on ArchiMate Part 1 and 60 minutes on ArchiMate Part 2. Once you complete the ArchiMate Part 1 section you cannot return to it. Ordering Options: Description Code INF 1920 ArchiMate Level 1 & 2 Combined Classroom Course – Materials printed by ITpreneurs INF1920MPI INF 1920 ArchiMate Level 1 & 2 Combined Classroom Course – Materials printed by Partners INF1920MPP INF 1920 ArchiMate Level 1 & 2 CombinedClassroom Course – Paper exam INF1920XP INF 1920 ArchiMate Level 1 & 2 Combined Classroom Course – Instructor INF1920I Course Logistics: • Classroom • Whiteboard, flipchart, and projector • articipants — recommended maximum of 16, no minimum requirement P Prerequisites: There are no formal prerequisites. However, it is recommended that participants have experience in the IT domain. Note, to be certified on ArchiMate® 2 Level 2, it is required to have passed the ArchiMate® 2 Level 1 exam. IT Governance and Strategy www.itpreneurs.com 113
  • 59. IT Governance and Strategy XBRL® XBRL Courses and Delivery of Training for Your Organization Extensible Business Reporting Language, or XBRL, is the freely available, open, and global standard for exchanging business information. Global Regulators and Governments are increasingly requiring electronic reporting of business and financial information. This is, however, not just another regulation. The use of XBRL for electronic reporting, streamlines and speeds up reporting processes, and shortens the time to market for data critical to investor decision-making. Millions of organizations around the globe are adopting XBRL— without any in-house knowledge. The pitfalls are multifold, ranging from non-compliancy with the national regulator’s requirements, bad valuation by investors and analysts, to a potential civil lawsuit for providing misleading information. Developing in-house XBRL knowledge is the best way to adopt the latest regulator’s requirements for XBRL; whereas working with external service providers requires a considerable investment. XBRL Foundation training will allow an organization to speed up XBRL adoption, while maintaining control of the data quality. Courses & Certifications XBRL Foundation eLearning XBRL Foundation Exam IT Governance and Strategy www.itpreneurs.com 115
  • 60. XBRL Foundation eLearning Certificate: XBRL Foundation Duration: 10 hours Course Delivery: Self-Paced eLearning, Exam Course ID: IFM2210E Language: English Credits: 10 PDUs Course Description: The ITpreneurs XBRL Foundation eLearning course is a 10-hour, interactive, online learning experience, covering the essentials of XBRL and exploring it from a balanced business/technical perspective. The course prepares learners to successfully adopt and manage XBRL implementation projects—helping them to achieve their full potential. Everyone who completes the XBRL Foundation course is eligible to take the certification exam and receive official certification by XBRL International, Inc. (XII), the most respected XBRL authority in the world. Designed to be an engaging experience for learners, this self-paced course provides them with the knowledge and confidence needed to make the right decisions when using XBRL taxonomies and tools. The course follows proven methods to promote learning, breaking down complex concepts into easily comprehensible portions. Learners are introduced to a broad picture of XBRL and are shown how this reporting standard can be leveraged to improve business and financial reporting. About XBRL XBRL is rapidly becoming the mandated reporting language for publicly listed companies in many countries. The new XBRL compliance requirement involves the process of creating a second set of financial statements. This requires a sophisticated knowledge of GAAP accounting, which is something most organizations simply do not have. That is the reason why accounting and finance personnel should be trained and certified in XBRL Foundation. XBRL was developed to speed up handling and analysis of data while enabling automatic validation of critical information. The training covers XBRL taxonomies, tags, instance documents, and explains how they are used in automated processing of a broad range of business and financial reporting. Equipped with essential XBRL knowledge, professionals will be able to complete XBRL projects and perform better, helping improve the overall direction of your organization. XBRL Application Areas: • Financial Reporting – XBRL is a mandate for many regulatory filings in India, US, UK and many other countries. • XBRL enables reporting in any taxonomy, including Indian GAAP, IFRS, US GAAP and UK GAAP. Thereby satisfying the regulatory reporting requirement of companies falling under any jurisdiction. • IFRS Conversion – the XBRL data set is very easily processed using business rules that can be built into the taxonomy. IFRS implementation using XBRL Standards creates an XBRL Layer on the existing legacy systems. • Business Operations - XBRL brings efficiency in Intra-period reporting for internal assessments and financial modeling. • Mergers and Acquisitions – XBRL facilitates easier exchange of information between two organizations. It is authoritative based on a jurisdictional approved taxonomy. • Investor Relations – XBRL makes derived data available to the consumers of information and provides reports through the IR portal, thereby making the consumption of financial information simpler. IT Governance and Strategy Audience: Finance Staff members who have direct responsibility for implementing XBRL filing requirements. • CFOs, Controllers, External Reporting Managers • XBRL Implementation Project Managers • XBRL Consultants • Analysts and Investors who want to streamline their professional work • System Architects, Application Designers and Developers who facilitate solutions Benefits of Training and Certification • Training is the first step to building in-house XBRL competencies for the path to XBRL compliancy. • Learners will gain: -- An essential understanding of how XBRL works. -- Insight into XBRL compliancy and the impact on their role. -- Knowledge of XBRL-related terminology. -- Official XII certification and certificate pin. Course Learning Objectives At the end of this course, learners will understand: • Data exchange formats in the electronic business reporting process (informational and operational reporting, standards and proprietary solutions). • Challenges of electronic communication of business data and how they are addressed by the XBRL standard. • Application of XBRL in different reporting scenarios with reference to existing international and national projects. • XBRL standard development and governance (key milestones, organization and supporters). • XBRL specifications and their coverage of business-reporting-related functionalities. • XBRL architecture: relation between taxonomies and instance documents. • XBRL taxonomy content: declaration of business concepts, purpose and semantics of various linkbases. • Content of XBRL instance documents: Contexts, fact values and footnotes. • Integration of XBRL in the business reporting chain: Impact of XBRL implementation on data collection, transfer, validation, storage and subsequent usage. Course Logistics: Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection. Prerequisites: None, although a familiarity with IT Service Delivery is beneficial. About the Examination: • XBRL Foundation training is a prerequisite. • The closed-book exam is comprised of 40 multiple-choice questions. The pass score is 70% (28 out of 40 questions). The exam lasts 60 minutes. www.itpreneurs.com 117
  • 61. Course of Study: Module Topics Covered Time (hours) 1. Introduction to the Electronic Business Reporting Environment • Provide a comparison of different reporting formats, from paper to electronic presentation and description. • Present the idea, benefits, and challenges of electronic business reporting. • Introduce eXtensible Business Reporting Language (or XBRL) as an electronic standard for exchange of business information. • 1.1: Business Reporting Purpose and Challenges • 1.2: Idea and Key Benefits of Electronic Reporting • 1.3: Various Electronic Data Exchange Formats and • Advantages of Standards • 1.4: XBRL as an Electronic Business Reporting Standard • Understand the origin, history, • 2.1: Development and Maintenance of XBRL development process, maintenance, • 2.2: Flexibility of Application: and governance of the eXtensible Key XBRL Implementations Business Reporting Language (XBRL) • 2.3: Introduction to the standard. Application of XBRL for the • Discuss the functionalities of the XBRL Exchange of Annual Reports standard. • Report the real application of XBRL in international projects, in different reporting scenarios. • Identify the input needed to develop an XBRL taxonomy. 1.5 • 4.1: Introduction to Modeling 3 in XBRL • 4.2: Organization of the XBRL Taxonomy: Schema and Linkbases • 4.3: Functions and Types of Linkbases: Purpose of Application and Content • 4.4: Impact of Linkbases on the Content of Instance Documents • 4.5: Instance Documents • 4.6: Comparison of the Value of XBRL and XML for Business Reporting • 4.7: General Architecture and Functionality of XBRL Extensions • Understand the Electronic Business Reporting Supply Chain (eBRSC). • Understand the key phases and functions of eBRSC. • Understand the types and roles of eXtensible Business Reporting Language (XBRL) software for eBRSC. • 5.1: Key Phases and Functions 0.5 of eBRSC • 5.2: Functional Role of XBRL Software in eBRSC Sample Exam • Consists of 40 multiple choice questions. 2.5 • 3.1: XBRL as a Markup • Understand the tagging of business Language for Business Data information. • 3.2: XBRL Architecture and Its • Describe the general architecture Key Components: Dictionary of XBRL and its main components: Taxonomies and instance documents. and Report • Identify the link between taxonomies • 3.3: XBRL Taxonomy as and instance documents. a Dictionary of Business • Experience the process of creating a Concepts report based on a taxonomy. • Understand the basics of data modeling for eXtensible Business Reporting Language (XBRL) taxonomies development. • Explain the building blocks of XBRL: Declaration of concepts, relationship layers, and others. • Identify how to browse XBRL taxonomies and their content. • Understand the functions of various linkbases available in XBRL taxonomies. • Explain the architecture of XBRL instance documents. • Identify the differences and similarities between XBRL and XML, and their comparative value for business reporting. • Outline the architecture and functionality of XBRL extensions. 1.5 2. XBRL as an Electronic Business Reporting Standard 4. Building Blocks and Functionalities of an XBRL Taxonomy and Instance Document 5. Electronic Business Reporting Supply Chain and XBRL Implementation Learning Objectives 0. Course Introduction and How to Use the eLearning Environment 3. Architecture of the XBRL Standard and Its Key Components IT Governance and Strategy 1.0 Ordering Options: Description Code Foundation Course + Online Exam – eLearning IFM2910 E-XO XBRL Foundation Exam – Online (results) IFM2210XO www.itpreneurs.com 119
  • 62. Service Management ITIL® Kepner-Tregoe® ISO/IEC 20000® HDI® Comprehensive ITIL, ISO/IEC 20000 Kepner-Tregoe courses and HDI certification and training portfolio Information Technology Service Management (ITSM) is a methodology for managing IT systems and their services and the manner in which they interact with their users. Applicable to all organizations and businesses, and across all industries, ITSM provides frameworks for structuring all IT-related activities providing greater business value. The following section outlines the three most widely accepted and comprehensive ITSM methodologies: ITIL, ISO/IEC 20000 and Kepner-Tregoe. ITpreneurs also offers the HDI portfolio—certification and training that provides technical support professionals with the skills and training needed to provide excellent service. A highly robust portfolio that fits perfectly with existing training offerings in the IT service management domain. ISO/IEC 20000 ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office www.itpreneurs.com 121
  • 63. Service Management ITIL® ITIL® Courses and Training Delivery for Your Organization IT Infrastructure Library (ITIL®) is a set of globally recognized best practices for IT Service Management that can be tailored to any organization. ITIL provides the foundation for quality IT Service Management through documented, proven processes that cover the entire Service Lifecycle. It is easy for organizations to learn, tailor and implement ITIL to suit their environment. A complete ITIL philosophy has grown around the guidance contained within the ITIL books and the supporting certification and qualification scheme. ITpreneurs offers a complete range of training courses and advanced learning programs for professionals and organizations who currently use, or plan to use ITIL. Our focus lies on continuous innovation and the provision of unprecedented course quality, which is reflected in the design of our ITIL portfolio. The portfolio includes courses for IT professionals at all levels in an organization and offers a unique mix of delivery variants. Courses & Certifications ITIL® Awareness ITIL® Foundation ITIL® Intermediate ITIL® Managing Across the Lifestyle ITIL® Expert Program Service Management www.itpreneurs.com 123
  • 64. ITIL® Courses Catalog ITIL® Awareness ITIL® Service Lifecycle ITIL® Awareness ITIL® Service Strategy Lifecycle Classroom ITIL® Awareness ITIL® Service Strategy Lifecycle Classroom Blended ITIL® Service Design Lifecycle Classroom ITIL® Foundation ITIL® Foundation Classroom ITIL® Foundation Classroom Blended ITIL® Foundation eLearning ITIL® Foundation + Cloud Introduction ITIL® Service Design Lifecycle Classroom Blended ITIL® Service Transition Lifecycle Classroom ITIL® Service Transition Lifecycle Classroom Blended ITIL® Service Operation Lifecycle Classroom ITIL® Service Operation Lifecycle Classroom Blended ITIL® Foundation + Cloud Essentials ITIL® Continual Service Improvement Lifecycle Classroom ITIL® Foundation Premium Classroom ITIL® Continual Service Improvement Classroom Blended ITIL® Foundation Premium eLearning ITIL® Foundation with Apollo 13: Mission ITSM Business Simulation ITIL® Foundation Exam Preparation Guide ITIL® Managing Across the Lifecycle ITIL® Managing Across the Lifecycle Classroom ITIL® Managing Across the Lifecycle Classroom Blended ITIL® Service Capability ITIL® Planning, Protection and Optimization Capability Classroom ITIL® Planning, Protection and Optimization Capability Classroom Blended ITIL® Expert Program – Capability Track ITIL® Expert Program – Capability Track ITIL® Service Offerings and Agreements Capability Classroom ITIL® Service Offerings and Agreements Capability Classroom Blended ITIL® Operational Support and Analysis Capability Classroom ITIL® Expert Program – Lifecycle Track ITIL® Expert Program - Lifecycle Track ITIL® Operational Support and Analysis Capability Classroom Blended ITIL® Release, Control and Validation Capability Classroom ITIL® Release, Control and Validation Capability Classroom Blended Service Management www.itpreneurs.com 125
  • 65. ITIL® Awareness An essential component of any ITIL awareness campaign, ITIL Awareness courses help bring everyone in the organization up-tospeed about an upcoming or ongoing ITIL/ITSM implementation. Awareness courses are short, 2-6 hour training sessions that are targeted at everyone in the organization who works in an IT environment or at business users who communicate with IT. ITIL® Awareness Classroom Certificate: None Duration: ½ day Course Delivery: Classroom, Exam Course ID: ITL9310 Language: English Credits: None in the ITIL® scheme Course Description: The half day Awareness Course provides learners with the unique opportunity to receive an introduction to the concepts of ITIL and ITSM. It provides an overview of the concepts within the ITIL best practices domain while also introducing the key ITIL processes. This non-certificate course explains how ITIL processes are driven by a Service Lifecycle to provide smooth functioning of organizations, thus ensuring high-quality services to their customers. It has been designed for learners who need a basic awareness of ITIL as a general interest, as part of a larger program initiative as opposed to the full certification Foundation course or for those who may not be sure of their future training path and want to assess ITIL / ITSM viability in their organization. The Awareness course will be of interest to: IT Staff, IT and Business Executives, IT Consultants, Key Business Users, IT Developers Learning Objectives: At the end of this course, the learner will be introduced to: • • • • • Current business challenges Frameworks, Standards, Best Practices & Governance ITIL description and value IT Service Management concepts ITIL qualifications • • • • • The Lifecycle approach to Service Management ITIL’s processes within the Lifecycle context Concepts & terminology of each phase in the Lifecycle Additional information on key processes Implementation considerations Course Logistics: • A maximum of 25 students can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • Whiteboard, flipchart, projector Prerequisites: None Course Student Material: Students receive a copy of the classroom presentation material. Courses & Certifications ITIL® Awareness Classroom ITIL® Awareness eLearning ITIL® Extended Awareness eLearning Examination: There is no exam associated with this course Ordering Options: Description ITpreneurs Training Material Accreditation Status ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. Course Awareness Course – Materials printed by ITpreneurs ITL9310MPI Awareness Course – Materials printed by partners ITL9310MPP Awareness – Instructor ITL9310I R.E.P.® is a registered service and membership mark of Project Management Institute Inc., PMI® is a registered trade and service mark of Project Management Institute, Inc. Service Management www.itpreneurs.com 127
  • 66. ITIL® Awareness eLearning Certificate: None Duration: 4 hours Course Delivery: eLearning Course ID: ITL9310E Language: English Credits: None in the ITIL scheme Description: This non-certificate course has been designed for IT and business executives and their staff who need a brief overview and awareness of ITIL concepts. This self-paced eLearning course structure is ideal for those who require a basic understanding of the ITIL best practice in a time-efficient manner. It has been designed for learners who need a basic awareness of ITIL as a general interest, as part of a larger program initiative as opposed to the full certification Foundation course or for those who may not be sure of their future training path and want to assess ITIL / ITSM viability in their organization. Practical Information About the Course • This is a modular self-paced eLearning course that allows you to study the principles and key terminology of ITIL. • Participant progress and performance information is stored and advanced reporting possibilities are available in a printable format. • This course typically runs in an ITpreneurs hosted learning environment, but can also be integrated in the Learning Management System of customers. ITpreneurs follows common eLearning standards to do this. • Access to the course is 90 days, an extension is possible. • Access to eLearning modules requires a high-speed internet connection, Internet Explorer 7.0 or higher, a headset and a microphone. Course Logistics: Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection Prerequisites: None The ITIL best practice is composed of five core disciplines: • Service Strategy • Service Design • Service Transition • Service Operations • Continual Service Improvement Course Content: • Introduction to ITIL • Service Management as a Practice • Service Lifecycle • ITIL Service Lifecycle Process and Functions • Complementary Industry Guidance • ITIL Program Hints and Tips These disciplines represent a Service Lifecycle framework that enhances alignment with the business while demonstrating business value, improving ROI, and enabling IT to solve specific operational needs. ITIL is globally recognized as the preferred guidance to manage and deliver IT services within an organization. Examination: There is no exam associated with this course. The Awareness course will be of interest to: • IT and business executives who want to receive an overview of the concepts and significance of ITIL as it applies to their business in a time-efficient manner • IT and business staff who need a brief overview and awareness of ITIL concepts Ordering Options: Description Course ITIL Awareness eLearning ITL9310E Learning Objectives: At the end of this course, the learner will be able to: • Identify the history of ITIL as an international best practice for IT services • Articulate the structure of ITIL and its significance as a framework to guide IT and business • Identify the Service Lifecycle approach of ITIL • List the processes and functions associated with the Service Lifecycle approach of ITIL and have a very high-level understanding of their value to the business as part of the Service Lifecycle • Understand how ITIL fits in with other compliance, regulatory, and IT frameworks. • Understand the key elements of the ITIL Programs (People, Processes, Partners, and Products) Service Management www.itpreneurs.com 129
  • 67. ITIL® Extended Awareness eLearning Certificate: None Duration: 6 hours self-paced eLearning Course Delivery: eLearning Course ID: ITL9312E Language: English Credits: None Course Description: The ITIL Extended Awareness course introduces learners to the ITIL best practices framework and the IT Service Management processes to provide an overview of the key concepts of ITIL with a focus on the Service Lifecycle approach to managing the design and delivery of IT services to the business. This self-paced eLearning course structure is ideal for those who require a basic understanding of the ITIL best practice in a time-efficient manner. As the first step towards building organization-wide ITIL competency, the ITIL Extended Awareness Course lays down the foundation for comprehensive ITIL understanding and specifically addresses the key IT staff and business users who might not opt to get certified for ITIL Foundation level but needs a critical understanding of ITIL. Course Modules: • Introduction to ITIL • Service Management as a Practice • Service Lifecycle • ITIL Service Lifecycle Process and Functions • Complementary Industry Guidance • ITIL Program Hints and Tips Prerequisites: None Ordering Options: Description Code ITIL Extended Awareness eLearning course IITL9312E Audience: Anyone interested in learning about ITIL/ITSM at a high level, the primary participants for this course are IT Support/ Delivery Services staff, IT developers, Key business users, IT leadership, C-level Learning Objectives: • At the end of this course, the participant will be able to: • Identify the history of ITIL as an international best practice for IT services • Articulate the structure of ITIL and its significance as a framework to guide IT and business. Identify the Service • Lifecycle approach of ITIL • Know the purpose and objectives of each of the Service Lifecycle Phases of ITIL List the processes and functions associated with the Service Lifecycle approach of ITIL and have a very high-level understanding of their value to the business as part of the Service Lifecycle • Understand how ITIL fits in with other compliance, regulatory, and IT frameworks. Understand the key elements of the ITIL Programs (People, Processes, Partners, and Products) Practical Information About the Course: • This is a modular self-paced eLearning course that allows you to study the principles and key terminology of ITIL. • A case study is used throughout the course; this helps participants to relate the ITIL theory to practical day-to-day situations. • A practical quiz is included at the end of the course to validate that participants fully understand the subject of the course. This quiz can also be used by enterprises to validate that students completed the course. • Participant progress and performance information is stored and advanced reporting possibilities are available in a printable format. • This course typically runs in an ITpreneurs hosted learning environment, but can also be integrated in the Learning • Management System of customers. ITpreneurs follows common eLearning standards to do this. • Access to the course is 90 days, an extension is possible if you are not able to complete the course in this time. • Access to eLearning modules requires a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone. Service Management www.itpreneurs.com 131
  • 68. ITIL® Foundation This is the entry-level certification. It introduces the Lifecycle of managing IT Services to deliver to business expectations and provides an approach to learning the core disciplines of ITIL best practices. The Foundation certificate is a stepping-stone for everyone who is interested in learning more about ITIL best practices. The audience includes all IT professionals who work in or plan to work in an ITIL supported environment as well as in key business areas. ITIL® Foundation Classroom Certificate: ITIL® Foundation Duration: 3 days Course Delivery: (Virtual) Classroom, Exam Course ID: ITL9320, ITLJ9320, ITLP9320, ITLD9320, ITLS9320 Language: English, Japanese, Portuguese (Brazilian), Danish, Spanish (Latin American and European) Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs Course Description: This exciting and dynamic 3-day course introduces learners to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL best practice, this course also positions the student to successfully complete the associated exam, required for entry into the future ITIL intermediate level training courses and Managing across the Lifecycle. The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a Service life Cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs. The Foundation Course Will Be of Interest to: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators. Learning Objectives: At the end of this course, you will be able to: • Identify the key principles and concepts of IT Service Management • Identify the benefits of implementing ITIL in an organization • Identify the Service Management processes and how they map to the Service Lifecycle • Identify the basic concepts and definitions related to the Service Lifecycle • Identify the activities and roles involved with the Service Lifecycle • Identify the relationship of each component of the Service Lifecycle and how they map to other components • Identify the factors that affect the effectiveness of the Service Lifecycle Courses & Certifications ITIL® Foundation Classroom ITIL® Foundation eLearning ITIL® Foundation Premium Classroom ITIL® Foundation Premium eLearning ITIL® Foundation with Apollo 13 Business Simulation Course Logistics: • Classroom with U-shaped seating arrangement • Whiteboard, flipchart, projector • 25 students maximum • Course runs 8:30 A.M. – 5:00 P.M. each day • If required, the exam can be scheduled from 4:00 P.M. – 5:00 P.M. on the last day Prerequisites: None, although a familiarity with IT service delivery will be beneficial Course Material: Participants receive presentation materials and a sample exam. First Aid Kit and Quick Reference Card are downloadable from the ITpreneurs store. ITIL® Foundation Exam Preparation Guide Service Management www.itpreneurs.com 133
  • 69. Examination: • Accredited Foundation training is strongly recommended but not a prerequisite • The exam is a closed book, forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes Credits: Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme Project Management Institute – Professional Development Units (PDUs) = 18 National Association of State Board of Accountancy (NASBA) - Continuing Professional Education (CPE) credits = 21 Agenda: Day 1 Day 2 Day 3 1. Introduction 5. Service Design 7. Service Operation 2. Service Management as a Practice 6. Service Transition 8. Continual Service Improvement 3. Service Lifecycle Lunch 3. Service Lifecycle 6. Service Transition Certificate: ITIL® Foundation Duration: 1-day (virtual) classroom, 12 hour selfpaced eLearning Course Delivery: Blended (Virtual) Classroom, Exam Course ID: ITL9320-B, ITIL9320-V Language: English Credits: 2 Credits to ITIL Expert, 20 PDUs Course Description: Information Technology Infrastructure (ITIL) is a system of best practices devised for the management and delivery of IT services and IT infrastructure. ITIL best practice is comprised of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs. ITIL has become the de facto standard for managing, controlling and operating IT services. 9. Technology and Architecture 4. Service Strategy 10. Exam Preparation 5. Service Design Course Evaluation Homework (review of day’s material) ITIL® Foundation Course Blended Exam Ordering Options: Description Code Foundation – Materials printed by ITpreneurs ITL9320MPI Foundation – Materials printed by Partners ITL9320MPP Foundation – Online Premium exam ITL9321XO Foundation – Paper Premium exam ITL9321XP Foundation – Online exam ITL9320XO Foundation – Paper exam ITL9320XP Foundation – Instructor ITL9320I This blended ITIL Foundation training, fully updated to ITIL 2011, introduces learners to the lifecycle of IT Service Management. The course includes an engaging, case study based approach to learning the core disciplines of the ITIL best practices. Blended training is a powerful solution that combines the flexibility of eLearning with traditional classroom coaching for a superior learning experience. In preparing for the ITIL Foundation certification learners start with upfront prep time via self-paced eLearning, covering the theoretical concepts. This is followed by instructor-led classroom coaching (either in a physical or a virtual setting), allowing the participants to engage with the instructor and other learners and review the concepts they previously learned alone. Fewer days spent in class reduces out-ofoffice training costs and lost employee hours. Learners are well-positioned to successfully complete the associated exam required for entry into the future ITIL intermediate level training courses. Audience: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators. Learning Objectives: At the end of this course, participants will be able to: • Key principles and concepts of IT Service Management • Benefits of implementing ITIL in an organization • Service Management processes and how they map to the Service Lifecycle • Basic concepts and definitions related to the Service Lifecycle • Activities and roles involved with the Service Lifecycle • The relationship of each component of the Service Lifecycle and how they map to other components • Factors that affect the effectiveness of the Service Lifecycle Course Logistics: • Classroom with U-shaped seating arrangement • Whiteboard, flipchart, projector • 25 participants maximum Prerequisites: None, although a familiarity with IT service delivery will be beneficial Service Management www.itpreneurs.com 135
  • 70. Course Material: Participants receive access to the eLearning prior to the class. There are no direct reference materials required for this course; however, training providers can supplement this course with reference materials available on the market. The list shown below is not intended as a direct endorsement by ITpreneurs, simply as a reference list for those looking for supplemental material: ITIL® Core Reference Material: I Service Strategy ISBN: 9780113313068 Service Operation ISBN: 9780113313075 Continual Service Improvement ISBN: 9780113313082 Lifecycle Publication Suite ISBN: 9780113313235 Course ID: ITL9320E Language: English, Portuguese (Brazilian) Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs ISBN: 9780113313051 Service Transition Certificate: ITIL® Foundation Duration: 18 hours Course Delivery: eLearning, Exam ISBN: 9780113313044 Service Design ITIL® Foundation eLearning Some of these books are also available as electronic .pdf and online subscription versions. Course Description: ITpreneurs ITIL Foundation eLearning Course offers scenario-based training with real-life connects. Learners will attend a Virtual Training Conference at the majestic Royal Chao Phraya Hotel in Bangkok. In this virtual atmosphere, learners will attend conference sessions hosted by two ITIL Experts, who will explain the foundations of ITIL. As part of the learner’s stay at the hotel, they will have the opportunity to assist the hotel management team with different projects and scenarios that will test their new ITIL knowledge. About the Examination: • Accredited Foundation training is strongly recommended but not a prerequisite. • The exam is a closed book, forty (40) multiple-choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes. This course has been created while keeping in mind the requirements of today’s learners - those looking for a fun and engaging learning environment that offers hands-on experience. The scenarios are geared to provide both theoretical and practical knowledge, facilitating an effective method for reinforcement and self-assessment. The course offers greater value than any other mode of instruction because it provides motivation as well as learning. Credits: • Upon successful passing of the ITIL Foundation exam, the participant will be recognized with 2 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 20 This self-paced course introduces the learners to the Lifecycle of managing IT Services to deliver to business expectations. It offers concrete foundation knowledge of the core disciplines of ITIL. Agenda: eLearning Day 1 12 hours of self-paced, instructor supported eLearning Opening and Introduction 8:30-9:00 Review Service Strategy 9:00-9:45 Review Service Design 10:00-11:00 Review Service Transition 11:15-12:15 Review Service Operation 12:15-13:15 Review Continual Service Improvement 14:00-14:45 Exam Preparation 14:45-15:45 Exam 16:00-17:00 Ordering Options: Description Code Foundation Course – Materials printed by ITpreneurs ITL9320MPI-B Foundation Course – Materials printed by partners ITL9320MPP-B Foundation – Online exam ITL9320XO Foundation – Paper exam ITL9320XP Foundation – Instructor ITL9320I The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. These disciplines represent a Service Lifecycle framework that enhances alignment with the business while demonstrating business value, improving ROI, and enabling IT to solve specific operational needs. The Foundation Course Will Be of Interest to: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators Learning Objectives: At the end of this course, learners will be able to: • Identify the key principles and concepts of IT Service Management • Identify the benefits of implementing ITIL in an organization • Identify Service Management processes and understand how they map to the Service Lifecycle • Identify the basic concepts and definitions related to the Service Lifecycle • Identify the activities and roles involved with the Service Lifecycle • Identify the relationships among the components of the Service Lifecycle and understand how they map to other components • Identify the factors that affect the effectiveness of the Service Lifecycle Course Logistics: Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection. Prerequisites: None, although a familiarity with IT Service Delivery will be beneficial. Service Management www.itpreneurs.com 137
  • 71. Course Material: • eLearning course material - available for 90 days • First Aid Kit and Quick Reference Card - downloadable from the ITpreneurs store • Online Exam Preparation Guide Examination: Accredited Foundation training is strongly recommended but not a prerequisite. The exam is a closed book, forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes. Credits: Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 18 National Association of State Board of Accountancy (NASBA) - Continuing Professional Education (CPE) credits = 21 Modules: 1. ITIL Foundation Course 2. Service Management as a Practice 3. Service Lifecycle 4. Service Strategy 5. Service Design 6. Service Transition 7. Service Operation 8. Continual Service Improvement 9. Technology and Architecture 10. Exam Preparation Guide ITIL® Foundation + Cloud Introduction Certificate: ITIL® Foundation Duration: 3 days Course Delivery: (Virtual) Classroom Course ID: ITL9329 Language: English Credits: 2 Credits to ITIL Expert, 20 PDUs Course Description: Cloud computing has become a reality and organizations across the globe are looking for a training solution in order to build cloud competencies in their organization to properly manage, utilize and govern new technologies. This exciting and dynamic 3-day course, fully updated for ITIL 2011, introduces learners to the lifecycle of managing IT services to deliver to business expectations. The course also gives you an introduction to cloud computing and an understanding of the impact and changes cloud computing has on IT service management. As well as an engaging, case study based approach to learning the core disciplines of the ITIL best practice, this course also positions the participant to successfully complete the associated exam, required for entry into the future ITIL intermediate level training courses. The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs. Audience: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators Ordering Options: Description Code Foundation Course – eLearning ITL9320E Foundation – Online Premium exam ITL9321XO Foundation – Paper Premium exam ITL9321XP Foundation – Online exam ITL9320XO Foundation – Paper exam ITL9320XP Learning Objectives: At the end of this course, you will be able to: • Identify the key principles and concepts of IT Service Management. • Understand the common terms and definitions of cloud computing. • Distinguish between the different types of clouds and give examples of them. • Identify the benefits of implementing ITIL in an organization. • Identify the Service Management processes and how they map to the Service Lifecycle. • Identify the basic concepts and definitions related to the Service Lifecycle. • Identify the activities and roles involved with the Service Lifecycle. • Identify the relationship of each component of the Service Lifecycle and how they map to other components. • Identify the factors that affect the effectiveness of the Service Lifecycle. • Recognize what types of organizations might benefit from cloud computing. • Understand the impact and changes of cloud computing on IT service management in a typical organization. • Use a structured approach, based on ITIL, to explore the potential impact of cloud computing in your organization. Course Organizational Logistics: • Classroom with U-shaped seating arrangement • Whiteboard, projector, flipchart • 25 participants maximum • Course runs 8:30 A.M. – 5:00 P.M. each day • If required, the exam can be scheduled from 4:00 P.M. – 5:00 P.M. on the last day Service Management www.itpreneurs.com 139
  • 72. ITIL® Foundation + Cloud Essentials™ Prerequisites: None, although a familiarity with IT service delivery is beneficial. Course Material: ITIL Foundation: Participants receive presentation materials and a sample exam. The First Aid Kit and Quick Reference Card are downloadable from the ITpreneurs store. Certificate: ITIL® Foundation and CompTIA Cloud Essentials™ Certificate Duration: 4 days Course Delivery: (Virtual) Classroom, Exam Cloud Essentials: Participants receive a copy of the classroom presentation material and the Participant Handbook, which contains Reference Material. In addition, a sample exam is provided. About the Examination: • Accredited Foundation training is strongly recommended but not a prerequisite. • The exam is closed book, with 40 multiple-choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes. Credits: • Upon successful passing of the ITIL Foundation exam, the participant will be recognized with 2 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 18 Agenda: This program consists of the regular ITIL Foundation course, plus two additional hours on the impact of cloud on service management. Day 1 Day 2 Day 3 Course introduction Service Design Review Day 1 and Day 2 Service Management as a Practice Service Operation Service Lifecycle Continual Service Improvement Service Strategy Service Transition Technology and Architecture Cloud Computing Exam Preparation and Evaluation Exam Homework Homework Ordering Options: Description Code Foundation Course – Materials printed by ITpreneurs ITL9329MPI Foundation Course – Materials printed by partners ITL9329MPP Foundation – Online exam ITL9329XO Foundation – Paper exam ITL9329XP Foundation – Instructor ITL9329I Service Management Course ID: ITL9328 CL Language: English Credits: 2 Credits to ITIL Expert, 24 PDUs Course Description: This exciting and condensed 4-day classroom-based course, fully updated for ITIL 2011, introduces learners to the lifecycle of managing IT services to deliver to business expectations by using an engaging, case study based approach. The course also addresses the business and technical perspectives of cloud computing— how to adopt, operate and govern the cloud. At the end of the course, learners will take two exams: One for ITIL Foundation, which is a requirement for entry into the future ITIL Intermediate level training courses, and one for the associated CompTIA Cloud Essentials™ Exam. Audience: The ITIL Foundation + Cloud Essentials course will be of interest to: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators, and Stakeholders. Learning Objectives: The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs. At the end of this course, you will be able to: • • • • • • • Identify the key principles and concepts of IT Service Management. Identify the benefits of implementing ITIL in an organization. Identify the Service Management processes and how they map to the Service Lifecycle. Identify the basic concepts and definitions related to the Service Lifecycle. Identify the activities and roles involved with the Service Lifecycle. Identify the relationship of each component of the Service Lifecycle and how they map to other components. Identify the factors that affect the effectiveness of the Service Lifecycle. The Cloud Essentials course uses scenario-driven learning that puts participants in the right mindset to apply the principles in a realistic setting. The role-play activities included in this course use real-life situations that can occur in participants’ daily lives. Activities such as brainstorms, quizzes, and discussions add to the interactive nature of this course. At the end of this course, participants will be able to: • Understand the common terms and definitions of cloud computing. • Understand the business benefits and business considerations of cloud computing. • Understand cloud computing from a technical perspective and recognize the various techniques, methods, challenges, and types of clouds. • Understand the impact and changes of cloud computing on IT service management. • Explain typical steps that lead to the successful adoption of cloud computing and understand the implications for an organization. www.itpreneurs.com 141
  • 73. • Recognize the compliance, risk, and regulatory consequences of cloud computing and its financial and strategic impact on an organization. Course Organizational Logistics: • Classroom with U-shaped seating arrangement • Whiteboard, projector, flipchart • 25 students maximum • Course runs 8:30 A.M. – 5:00 P.M. each day • If required, the exam can be scheduled from 4:00 – 5:00 P.M. on Day 3 and Day 4 Prerequisites: None, although a familiarity with IT service delivery is beneficial. Course Material ITIL Foundation: Participants receive presentation materials and a sample exam. The First Aid Kit and Quick Reference Card are downloadable from the ITpreneurs store. Agenda Four-Day Classroom Course: Day 1 Day 2 Day 3 Day 4 Introduction to ITIL Foundation Plus Cloud Essentials Course ITIL Service Transition ITIL: CSI Day 1: Cloud Review 2. Service Management as a Practice ITIL: Technology & Architecture CC: Adopting Cloud Computing 3. ITIL Service Strategy Exam Prep ITIL Exam ITIL CC: Governing Cloud Computing Lunch ITIL Service Lifecycle ITIL Service Operations ITIL Service Design Day 1: Review ITIL CC: Business Perspective CC: Governing Cloud CC: Technical Perspective Day 2: Review ITIL CC: Operating Cloud Computing Exam Prep: Cloud Essentials Exam: Cloud Essentials Cloud Essentials: Participants receive a copy of the classroom presentation material and the Participant Handbook, which contains Reference Material. In addition, a sample exam is provided. Homework About the ITIL Foundation Examination: • Accredited Foundation training is strongly recommended but not a prerequisite. • The exam is closed book, with 40 multiple-choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes. The Cloud Essentials™ course has been designated as CompTIA Approved Quality Content. Cloud Essentials Courseware Tested by ProCert Labs About the Cloud Essentials™ Examination: • The course includes an Exam Preparation module, preparing participants to complete the CompTIA Cloud Essentials™ Exam on the second day of the course. • The exam consists of 50 questions, the passing score is 720 (on a scale of 900), and is web-based in the English language. Credits: • Upon successful passing of the ITIL Foundation Exam, the participant will be recognized with 2 credits in the ITIL qualification scheme. • Upon successful passing of the Cloud Essentials Exam, the learner will be recognized for Project Management Institute – Professional Development Units (PDUs) = 11 • Upon successful passing of the two exams: ITIL Foundation and the Cloud Essentials, the participant will be recognized with 2 credits in the ITIL qualification scheme & Project Management Institute – Professional Development Units (PDUs) = 24. Service Management Ordering Options: Description Code Foundation Course – Materials printed by ITpreneurs ITL9328MPI Foundation Course – Materials printed by partners ITL9328MPP ITIL Foundation – Online exam ITL9328XO ITIL Foundation – Paper exam ITL9328XP ITIL Foundation – Instructor ITL9328I CompTIA Cloud Essentials – Online exam VCC1220XO www.itpreneurs.com 143
  • 74. ITIL® Foundation Premium Classroom Certificate: ITIL® Foundation Premium Duration: 3 days Course Delivery: (Virtual) Classroom, Exam Course ID: ITL9321 Language: English Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs Course Description: This exciting and dynamic 3-day course introduces learners to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL best practice, this course also positions the student to successfully complete the associated exam, required for entry into the future ITIL intermediate level training courses. The Premium version of this course includes supplemental training material. The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs. The Foundation Course will be of interest to: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators. Examination: Accredited Foundation training is strongly recommended but not a prerequisite. The exam is a closed book, forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes. Credits: Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 18 National Association of State Board of Accountancy (NASBA) - Continuing Professional Education (CPE) credits = 21 Agenda: Day 1 Day 2 Day 3 1. Introduction 5. Service Design 8. Continual Service Improvement 2. Service Management as a Practice 6. Service Transition 9. Technology and Architecture 3. Service Lifecycle Lunch 3. Service Lifecycle 6. Service Transition 10. Exam Preparation 4. Service Strategy 7. Service Operation Course Evaluation 5. Service Design Exam Homework (review of day’s material) Ordering Options: Learning Objectives: At the end of this course, learners will be able to: • Identify the key principles and concepts of IT Service Management • Identify the benefits of implementing ITIL in an organization • Identify the Service Management processes and how they map to the Service Lifecycle • Identify the basic concepts and definitions related to the Service Lifecycle • Identify the activities and roles involved with the Service Lifecycle • Identify the relationship of each component of the Service Lifecycle and how they map to other components • Identify the factors that affect the effectiveness of the Service Lifecycle Description Code Foundation Premium Course – Materials printed by ITpreneurs ITL9321MPI Foundation Premium Course – Materials printed by partners ITL9321MPP Foundation – Online Premium exam ITL9321XO Foundation – Paper Premium exam ITL9321XP Foundation – Online exam ITL9320XO Foundation – Paper exam ITL9320XP Foundation – Instructor ITL9320I Course Logistics: • Classroom with U-shaped seating arrangement • Whiteboard, flipchart, projector • 25 students maximum • Course runs 8:30 A.M. – 5:00 P.M. each day • If required, the exam can be scheduled from 4:00 P.M. – 5:00 P.M. on the last day Prerequisites: None, although a familiarity with IT Service Delivery will be beneficial Course Material: • Participants receive a copy of the classroom presentation material • Participants receive a copy of the Quick Reference Card, sample exam and the First Aid Kit • Participants receive time-limited access to the ITIL Awareness eLearning course • Participants receive time-limited access to the ITIL Exam Preparation Guide (a digital version of the classroom exam preparation material) • There are no direct reference materials required for this course Service Management www.itpreneurs.com 145
  • 75. ITIL® Foundation Premium eLearning Certificate: ITIL® Foundation Duration: 18 hours Course Delivery: eLearning, Exam Course ID: ITL9321E Language: English Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs Course Description: ITpreneurs ITIL Foundation Premium eLearning Course offers scenario-based training with real-life connects. Learners will attend a Virtual Training Conference at the majestic Royal Chao Phraya Hotel in Bangkok. In this virtual atmosphere, the learners will attend conference sessions hosted by two ITIL Experts, who will explain the foundations of ITIL. As part of the learner’s stay at the hotel, they will have the opportunity to assist the hotel management team with different projects and scenarios that will test their new ITIL knowledge. This course has been created while keeping in mind the requirements of today’s learners - those looking for a fun and engaging learning environment that offers hands-on experience. The scenarios are geared to provide both theoretical and practical knowledge, facilitating an effective method for reinforcement and self-assessment. The course offers greater value than any other mode of instruction because it provides motivation as well as learning. This self-paced course introduces the learners to the Lifecycle of managing IT Services to deliver to business expectations. It offers concrete foundation knowledge of the core disciplines of ITIL. This Premium course comes with exclusive features, such as the scenario-based training approach, a Quick Reference Card, and a First Aid Kit. The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. These disciplines represent a Service Lifecycle framework that enhances alignment with the business while demonstrating business value, improving ROI, and enabling IT to solve specific operational needs The Foundation Course will be of interest to: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators. Learning Objectives At the end of this course, learners will be able to: • Identify the key principles and concepts of IT Service Management • Identify the benefits of implementing ITIL in an organization • Identify Service Management processes and understand how they map to the Service Lifecycle • Identify the basic concepts and definitions related to the Service Lifecycle • Identify the activities and roles involved with the Service Lifecycle • Identify the relationships among the components of the Service Lifecycle and understand how they map to other components • Identify the factors that affect the effectiveness of the Service Lifecycle Course Logistics: Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection Prerequisites: None, although a familiarity with IT Service Delivery will be beneficial. Course Material: • eLearning course material is available for 90 days • First Aid Kit and Quick Reference Card - downloadable from the ITpreneurs store • Online Exam Preparation Guide Examination: Accredited Foundation training is strongly recommended but not a prerequisite. The exam is a closed book, forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam lasts 60 minutes Credits: Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 18 National Association of State Board of Accountancy (NASBA) - Continuing Professional Education (CPE) credits = 21 Course Contents: • Service Management as a Practice, Service Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement and Technology and Architecture. • Exam Preparation Guide • First Aid Kid • Quick reference Card Modules: ITIL Foundation Premium Course: 1. Service Management as a Practice 2. Service Lifecycle 3. Service Strategy 4. Service Design 5. Service Transition 6. Service Operation 7. Continual Service Improvement 8. Technology and Architecture 9. Exam Preparation Guide Ordering Options: Code Foundation Premium Course – eLearning ITL9321E Foundation – Online Premium exam ITL9321XO Foundation – Paper Premium exam ITL9321XP Foundation – Online exam ITL9320XO Foundation – Paper exam Service Management Description ITL9320XP www.itpreneurs.com 147
  • 76. ITIL® Foundation with Apollo 13 Business Simulation Mission ITSM Certificate: ITIL® Foundation with Apollo 13 Business Simulation Course Duration: 3 days Course Delivery: Classroom, Simulation Course ID: ITL9324 Language: English Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs Course Description: “Houston, we have a problem,” these grave words were spoken just fifty-five hours and fifty-five minutes into the mission. Imagine that you are on board the Apollo 13 when one of your crew members reports hearing a loud “bang”. You discover that your spacecraft is slowly dying. You have a serious problem, unless you and the ground support staff can solve this problem together… and time is running out, fast! Welcome to the ITIL Foundation with Apollo 13 – Mission ITSM course. In this unique 3-day course, you will learn and experience the basics of ITIL, along with the exciting experience of a business simulation game that is based on the actual Apollo 13 mission. You will also come to fully understand the relationships between processes, and experience the actual “how” to apply ITIL theory. This course prepares learners to take the ITIL Foundation examination and helps learners to recognize the success factors in applying ITIL best practices. Business Simulation Makes a Difference: Business simulation is a powerful vehicle to make learning stick and has proven to support organizational change initiatives and best practice implementation programs. During a Business Simulation, we “simulate” (all too) recognizable business processes and scenarios. The environment is challenging and realistic. You will have to design your own processes while working together as a team. You will have to execute and improve your processes and agreed-to-ways of working. Three rounds of simulation will be given during this course. You will have the chance to reflect, discuss and improve your ability to translate theory and knowledge into practical application. Audience: IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators Learning Objectives: At the end of this course, the learner will gain competencies to: • Identify the key principles and concepts of IT Service Management • Identify the benefits of implementing ITIL in an organization • Identify Service Management processes and understand how they map to the Service Lifecycle • Identify the basic concepts and definitions related to the Service Lifecycle • Identify the activities and roles involved with the Service Lifecycle • Identify the relationships among the components of the Service Lifecycle and understand how they map to other components • Identify the factors that affect the effectiveness of the Service Lifecycle • Experience the benefits of best practices in action • Identify success and fail factors in applying best practices • Learn how to use ITIL to realize and demonstrate service agreements Course Logistics: Minimum 8 participants and maximum 18 participants (optimum 13 participants). • 10 tables of 1 x 1,8 meters (3 x 6 feet) • The game room needs to be a minimum of 8 meters by 8 meters (26 x 26 feet). • A whiteboard, flip chart and a Projector/Beamer • The exam will be scheduled from 16:00–17:00 hours on the third day What Customers Are Saying About the Apollo 13 Business Simulation: “In Apollo, it wasn’t about making money. We were confronted with the same demands as we get from the Business i.e., ‘lower cost of ownership, increase customer satisfaction, do more with less, demonstrate business value from ITSM.’ In Apollo, we learned how to measure and demonstrate these using ITIL processes.” “Really good, fun and an original way of simulating reality.” “A real eye opener: which processes are running in parallel, right now, and which ones are important, at that time.” “We became aware of the interdependencies of processes.” “We can see the cost of doing things wrong.” “Time pressure is like real life—it’s about planning and making choices.” “We have become aware of the chaos and confusion in the processes, and of our own responsibilities.” Prerequisites: None, although a familiarity with IT service delivery will be beneficial. Course Material: Participants will receive a copy of the classroom presentation material. There are no direct reference materials required for this course; however Training Providers do have a choice of supplementing this course with reference materials available on the market. The list shown below is not intended as a direct endorsement by ITpreneurs, but is intended as a reference list of supplemental materials Training Providers might consider: ITIL® Core Reference Material: -- Service Strategy ISBN: 978-113313044 -- Service Design ISBN: 9780113313051 -- Service Transition ISBN: 9780113313068 -- Service Operation ISBN: 9780113313075 -- Continual Service Improvement ISBN: 9780113313082 -- Lifecycle Publication Suite ISBN: 9780113313235 Examination: The ITIL Foundation Exam is closed book and consists of 40 multiple-choice questions. The pass score is 65% (26 out of 40 questions). The ITIL exam lasts 60 minutes. Credits: Upon successfully passing the ITIL Foundation exam, candidates will be recognized with 2 credits in the ITIL qualification scheme. Project Management Institute, Professional Development Units (PDUs) = 18 (course code 2690-9320CL) Service Management www.itpreneurs.com 149
  • 77. Agenda: Day 1 Day 2 Day 3 Module 1. Introduction Day 1 Review + Module 5: Service Design Module 7: Service Operation (Functions) Module 2. Service Management as a Practice Module 6. Service Transition Module 8. Continual Service Improvement Module 3. Service Lifecycle Apollo13: Mission ITSM Back to Earth Module 9. Technology and Architecture Lunch Apollo13: Mission ITSM Building the Rocket Module 6. Service Transition Module 3. Service Lifecycle Apollo13: Mission ITSM Heading to the Moon Exam Preparation Module 4. Service Strategy Module 7. Service Operation (Processes) Mock Exam & Course Evaluation Module 5. Service Design ITIL® Foundation Exam Preparation Guide Certificate: None Duration: 2 hours Course Delivery: eLearning Course ID: ITL9320EP Language: English Credits: None in the ITIL scheme Course Description: The Foundation Exam Preparation Guide contains a summary of the ITIL concepts and processes and provides the learner with the tools to prepare to write the ITIL Foundation exam. This exam preparation guide offers you a content refresher tool, an overview of the exam with strategies to successfully approach this exam, a printable Quick Reference Card and First Aid Kit, and a 1-hour simulated exam. The Exam Preparation course will be of interest to: Anyone planning to take the ITIL Foundation Exam. Self-study ITIL Foundation Exam Homework (review of day’s material) Ordering Options: Description Code Foundation with Apollo 13: Mission ITSM – Materials printed by ITpreneurs ITL9353MPI Foundation with Apollo 13: Mission ITSM – Materials printed by partners ITL9353MPP Foundation with Apollo 13: Mission ITSM – Instructor ITL9353I Foundation with Apollo 13: Mission ITSM Online Exam ITL9353XO Foundation with Apollo 13: Mission ITSM Paper Exam ITL9353XP Foundation with Apollo 13: Mission ITSMOnline exam ITL9353XO Foundation with Apollo 13: Mission ITSM Trainer Kit ITL9354MPI Learning Objectives: At the end of this course, the learner will gain competencies to: • Become acquainted with the questions of the Foundation Certification Exam • Understand how to answer the certification questions • Evaluate your existing knowledge level and training the gaps that exist Course Logistics: Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection. Prerequisites: None Course Material: Participants receive an online exam preparation guide and the Quick Reference Card can be downloaded from the ITpreneurs store Examination: There is no exam associated with the Foundation Exam Preparation Guide product on its own. However, access to the Foundation Exam can be ordered with the Foundation Exam Preparation Guide product. Credits: None in the ITIL scheme for the Foundation Exam Preparation Guide completion itself. If the Foundation Exam option is selected with the Foundation Exam Preparation Guide, upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme. Service Management www.itpreneurs.com 151
  • 78. Course Contents : • ITIL® Summary Notes • Exam Facts • Exam Question Structure • Successful Exam Strategies • Mock Exam Ordering Options: Description Code Foundation Exam Preparation Guide – eLearning ITL9320EP Foundation Exam Preparation Guide + Online Exam – eLearning ITL9320EPXO Foundation – Online Premium exam ITL9321XO Foundation – Paper Premium exam ITL9321XP Foundation - Online exam ITL9320XO Foundation - Paper exam ITL9320XP Service Management www.itpreneurs.com 153
  • 79. ITIL® Service Capability The Capability courses enable participants to achieve a better understanding of the Service Lifecycle, the processes and activities within specific capabilities, as well as the execution of these processes and activities. The Capability courses will be of interest to those who seek a deeper understanding of specific IT Service Management processes, process activities, and the execution and use of these processes throughout the Lifecycle. There are four Capability modules including: Planning, Protection, and Optimization (PPO), Service Offerings and Agreements (SOA), Operational Support and Analysis (OSA), and Release, Control, and Validation (RCV). Courses & Certifications ITIL® Planning, Protection and Optimization Capability Classroom ITIL® Planning, Protection and Optimization Capability Classroom Blended ITIL® Service Offerings and Agreements Capability Classroom ITIL® Service Offerings and Agreements Capability Classroom Blended ITIL® Operational Support and Analysis Capability Classroom ITIL® Operational Support and Analysis Capability Classroom Blended ITIL® Planning, Protection and Optimization Capability Certificate: ITIL® Planning Protection and Optimization Capability Duration: 5 days Course Delivery: (Virtual) Classroom Course ID: ITL9331, ITLJ9331, ITLP9331 Language: English, Japanese, Portuguese (Brazilian), Spanish (LATAM) Credits: 4 Credits to ITIL Expert, 40 PDUs Course Description: This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Planning Protection and Optimization of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices throughout the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam. The Planning Protection and Optimization Capability course will be of interest to: • Individuals who have their ITIL Foundation Certificate • Who want to pursue the intermediate and advanced level ITIL certifications • Individuals who require a deeper understanding of the Planning Protection and Optimization processes and how these may be used and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management and Risk Management • IT professionals involved in IT Service Management implementation and improvement programs Learning Objectives: Upon completion of this course and examination, the learner will gain competencies in: • Understanding Service Management as a Practice and how the processes within Planning Protection and Optimization support the Service Lifecycle • Knowing the important role of Planning Protection and Optimization in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes • The activities, methods and functions used in each of the Planning Protection and Optimization processes • The application of Planning Protection and Optimization processes, activities and functions to achieve operational excellence • How to measure Planning Protection and Optimization performance • The importance of IT Security and how it supports Planning Protection and Optimization • Understanding technology and implementation requirements in support of Planning Protection and Optimization • The challenges, critical success factors and risks related with Planning Protection and Optimization Course Logistics: • A maximum of 18 people can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • 2 break out rooms where available • Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 08:00 A.M. – 5:00 P.M. each day – the exam can be scheduled from 1:00 P.M. – 2:30 P.M. on the last day ITIL® Release, Control and Validation Capability Classroom ITIL® Release, Control and Validation Capability Classroom Blended Service Management www.itpreneurs.com 155
  • 80. Prerequisites: • Participants are required to have an ITIL Foundation Certificate • It is strongly recommended that candidates: -- Can demonstrate familiarity with IT terminology and understand the context of Planning Protection and Optimization management of their own business environment is strongly recommended. -- Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: −− Capacity Management, Availability Management, IT Service Continuity Management (ITSCM), Information Security Management and Demand Management • It is also recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification, in particular the Service Design publication. Course Material: • Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG. Examination: • Evidence of ITIL Foundation Certificate and completion of a Planning, Protection, and Optimization from an Accredited Training Provider is required to sit the exam • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management Practice core guidance, in particular Service Design publication in preparation for the examination. • The syllabus can be downloaded from: http://www.itil-officialsite.com • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. • Pass score is 28/40 or 70% Agenda: Day1 Day2 Day3 Day 4 Day5 1. Introduction 3. Availability Management 4. IT Service Continuity Management 6. Demand Management 9. Exam Preparation/ Mock Exam 5. Information Security Management 7. Roles and Responsabilities 2. Capacity Management Lunch 2. Capacity Management 3. Availability Management 4. IT Service Continuity Management 5. Information Security Management 8. Technology & Implementation Considerations Exam 6. Demand Management Homework (review of the day’s material) Ordering Options: Description Course Planning Protection and Optimization Capability Course – Materials printed by ITpreneurs ITL9331MPI Planning Protection and Optimization Capability – Materials printed by partners ITL9331MPP Planning Protection and Optimization Capability – Online Premium exam ITL9331XO Planning Protection and Optimization Capability – Paper Premium exam ITL9331XP Planning Protection and Optimization Capability – Online exam ITL1310XO Planning Protection and Optimization Capability – Paper exam ITL1310XP Planning Protection and Optimization Capability – Instructor ITL9331I Credits: • Upon successful passing of the ITIL Planning Protection and Optimization Capability exam, the candidate will be recognized with 4 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 40 Service Management www.itpreneurs.com 157
  • 81. ITIL® Planning, Protection and Optimization Capability Classroom Blended Certificate: ITIL® Planning, Protection, and Optimization Capability Duration: 2.5 days (virtual) classroom 10 hours self-paced eLearning Course Delivery: Blended, Exam Course ID: ITL9331-VC-B, ITLJ9331-VC-B , ITLP9331-VC-B Language: English, Japanese, Portuguese (Brazilian) Credits: 4 Credits to ITIL Expert, 30 PDUs Course Description: This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Planning, Protection, and Optimization and to apply this knowledge in real life. Learners can complete eLearning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice. Agenda: eLearning (Virtual) Classroom Day 1 6 hours of self-paced, instructor-supported eLearning Day 2 Day 3 1. Introduction to Planning Protection and Optimization (PPO) 2. Capacity Management eLearning 6. Demand and Management 4 hours of self-paced, instructor-supported eLearning 4. IT Service Continuity 7. Roles and Management Responsabilities Lunch 2. Capacity Management 3. Availability Management 8. Technology and Implementation Considerations 5. Information Security management 6. Demand Management Homework Practical Information About the Course: • A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor • Learners have to provide their ITIL certificate numbers before the start of the course. • Learners are expected to complete the eLearning modules prior to joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules. • Classroom/virtual classroom sessions run from 8:00 A.M. – 5:00 P.M. on days 1 and 2. The third day ends at 12:00 noon. • After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation module. • The exam is not part of the course and can be scheduled at a time and date convenient to the students. • The eLearning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone. • The instructor is available throughout the program to support learners with their eLearning modules. The instructor can be reached via telephone or e-mail. Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: On successfully passing the ITIL Planning, Protection, and Optimization Capability exam, the learner will be recognized with 4 credits in the ITIL Qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 30 Service Management www.itpreneurs.com 159
  • 82. ITIL® Service Offerings and Agreements Capability Classroom Certificate: ITIL® Service Offerings and Agreements Capability Duration: 5 days Course Delivery: (Virtual) Classroom Course ID: ITL9332, ITLJ9332, ITLP 9332 Language: English, Japanese, Portuguese (Brazilian) Credits: 4 Credits to ITIL Expert, 40 PDUs Course Description: This 5-day course immerses learners in the practical aspects of the ITIL 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 process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam. The Service Offerings and Agreements Capability course will be of interest to: Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications. Individuals and / or operational staff who require a deep practical understanding of the Service Offerings and Agreements processes and how these may be used to enhance the quality of IT service support within an organization, for example: • Operational staff involved in Service Portfolio Management • Service Catalogue Management • Service Level Management • Demand Management • Supplier Management • Financial Management and Business Relationship Management IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): • IT professionals, IT / business managers and IT / business process owners, IT practitioners Learning Objectives: Upon completion of this course and examination, the learner will gain competencies in: • Understanding Service Management as a Practice and how the processes within Service Offerings and Agreements support the Service Lifecycle • Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes • The activities, methods and functions used in each of the Planning Protection and Optimization processes • The activities, methods and functions used in each of the Service Offerings and Agreements processes • The application of Service Offerings and Agreements processes, activities and functions to achieve operational excellence Course Logistics: • A maximum of 18 people can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • 2 break out rooms where available • Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 08:00 A.M. – 5:00 P.M. each day – the exam can be schedule from 1:00 P.M. – 2:30 P.M. on the last day Prerequisites: Candidates for this course must:: • Hold an ITIL Foundation Certificate • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable It is strongly recommended that candidates can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements. Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: • Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management It is also recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification Course Material: Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG. Examination: • Evidence of ITIL Foundation Certificate and completion of an Service Offerings and Agreements Capability course from an Accredited Training Provider is required to sit the exam. • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the and the associated areas of the ITIL Service Management Practice core guidance, in particular Service Strategy and Service Design publications in preparation for the examination. • The syllabus can be downloaded from: http://www.itil-officialsite.com. • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary). • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. • Pass score is 28/40 or 70% Credits: Upon successful passing of the ITIL Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL qualification scheme Project Management Institute – Professional Development Units (PDUs) = 40 Service Management www.itpreneurs.com 161
  • 83. Agenda: Day1 Day2 Day3 Day4 Day5 1. Introduction 3. Service Level Management 5. Demand Management 7. Financial Management 10. Technology and Implementation Considerations 2. Service Portfolio Management 6. Supplier Management 11.Exam Preparation / Mock Exam Lunch 2. Service Portfolio Management 4. Service Level Management 8. Business Relationship Management 7. Financial Management 3. Service Catalogue Management 6. Supplier Management 9. Roles and Responsibilities Certificate: ITIL® Service Offerings and Agreements Capability Duration: 2.5 days (virtual) classroom, 10-hours selfpaced eLearning Course Delivery: (Virtual) Classroom, eLearning Course ID: ITL9332-VC-B, ITLJ9332-VC-B , ITLP9332-VC-B Language: English, Japanese, Portuguese (Brazilian) Credits: 4 Credits to ITIL Expert, 30 PDUs Exam Course Description: This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Service Offerings and Agreements and to apply this knowledge in real life. Learners can complete eLearning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice. 10. Technology and Implementation Considerations Homework (review of the day’s material) Ordering Options: Description Course Service Offerings and Agreements Capability Course – Materials printed by ITpreneurs ITL9332MPI Service Offerings and Agreements Capability Course – Materials printed by partners ITL9332MPP Service Offerings and Agreements Capability – Online Premium exam ITL9332XO Service Offerings and Agreements Capability – Paper Premium exam ITL9332XP Service Offerings and Agreements Capability – Online exam ITIL1320XO Service Offerings and Agreements Capability – Paper exam ITIL1320XP Service Offerings and Agreements Capability – Instructor ITL9332I Service Management ITIL® Service Offerings and Agreements Capability Classroom Blended The Service Offerings and Agreements Capability course will be of interest to: • IT professionals involved in IT Service Management implementation and improvement programs • Typical roles, including (but not restricted to) IT professionals, IT/business managers, IT/business process owners, and IT practitioners Learning Objectives: On completing this course and examination, the learner will gain competencies in: • Understanding the importance of IT security and how it supports Service Offerings and Agreements. • Understanding technology and implementation requirements in support of Service Offerings and Agreements. • Comprehending the challenges, Critical Success Factors, and risks related to Service Offerings and Agreements. Practical information about the course: • A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor • Learners have to provide their ITIL certificate numbers before the start of the course • Learners are expected to complete the eLearning modules before joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules • Classroom/virtual classroom sessions run from 8:00 A.M. – 5:00 P.M. on days 1 and 2. The third day ends at 12:00 noon • After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation module • The exam is not part of the course and can be scheduled at a time and date convenient to the students. • The eLearning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone • The instructor is available throughout the program to support learners with their eLearning modules. The instructor can be reached via telephone or e-mail www.itpreneurs.com 163
  • 84. Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: On successfully passing the ITIL Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme Project Management Institute – Professional Development Units (PDUs) = 30 Agenda: eLearning (Virtual) Classroom Day 1 Day 2 eLearning Day 3 6 hours of self-paced, Service Management Service Level instructor-supported Management eLearning Financial Management Service Portfolio Management Demand Management (incl. 15-min RECAP) Business Relationship Manager Service Catalogue Management Supplier Management (incl. 15-min RECAP Roles and Responsibilities Lunch Service Level Management Financial Management Homework Technology and Implement action Considerations 4 hours of self-paced, instructor-supported eLearning ITIL® Operational Support and Analysis Capability Classroom Certificate: ITIL® Operational Support and Analysis Capability Duration: 5 days Course Delivery: Classroom, Exam Course ID: ITL9333, ITLJ9333, ITLP9333 Language: English, Japanese, Portuguese (Brazilian), Spanish (LATAM) Credits: 4 Credits to ITIL Expert, 40 PDUs Course Description: This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam. The Operational Support and Analysis Capability course will be of interest to: • Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level ITIL certifications. • Individuals and/or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, e.g., 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. • IT professionals involved in IT Service Management implementation and improvement programs. • A typical role includes,but is not restricted to: IT professionals, IT / business managers and IT / business process owners, IT practitioners. Learning Objectives: At the end of this course, the learner will gain competencies in: • Understanding Service Management as a Practice, Service Operation principles, purpose and objective • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes • The activities, methods and functions used in each of the Operational Support and Analysis processes • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence • How to measure Operational Support and Analysis performance • The importance of IT Security and how it supports Service Offerings and Agreements • Understanding technology and implementation requirements in support of Operational Support and Analysis • The challenges, critical success factors and risks related with Operational Support and Analysis Course Logistics: • A maximum of 18 students can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • 2 break out rooms where available- Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 08:00 A.M. – 5:00 P.M. each day - the exam can be scheduled from 1:00 P.M. – 2:30 P.M. on the last day Service Management www.itpreneurs.com 165
  • 85. Prerequisites: Candidates for this course must: • Hold an ITIL Foundation Certificate • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable It is also strongly recommended that candidates: • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: • 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 Course Material: • Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG. Examination: • Evidence of ITIL Foundation Certificate or ITIL and completion of the Operational Support & Analysis Capability course from an Accredited Training Provider is required to sit the exam • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination. • The syllabus can be downloaded from: http://www.itil-officialsite.com • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. • Pass score is 28/40 or 70% Agenda: Day 1 Day 2 Day 3 Day 4 Day 5 1. Introduction & SM as a practice 3. Incident Management 5. Problem Management 7. Service Desk 9. Technology and Implementation Considerations 8. Functions 10. Exam Preparation / Mock Exam 2. Event Management 4. Request Fulfillment 6. Access Management 8. Functions Exam 3. Incident Management 9. Technology and Implementation Considerations 2. Event Management 4. Request Fulfillment Lunch 5. Problem Management 7. Service Desk Homework (review of the day’s material) Ordering Options: Description Course Operational Support and Analysis Capability Course – Materials printed by ITpreneurs ITL9333MPI Operational Support and Analysis Capability Course – Materials printed by partners ITL9333MPP Operational Support and Analysis Capability – Online Premium exam ITL9333XO Operational Support and Analysis Capability – Paper Premium exam ITL9333XP Operational Support and Analysis Capability – Paper exam ITL1330XP Operational Support and Analysis Capability – Online exam ITL1330XO Operational Support and Analysis Capability – Instructor ITL9333I Credits: • Upon successful passing of the ITIL Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL qualification scheme • Project Management Institute – Professional Development Units (PDUs) = 40 Service Management www.itpreneurs.com 167
  • 86. ITIL® Operational Support and Analysis Capability Classroom Blended Certificate: ITIL® Operational Support and Analysis Capability Blended Duration: 2.5 days (virtual) classroom 10-hours self-paced eLearning Course Delivery: Blended, Exam Course ID: ITL9333-VC-B, ITLJ9333-VC-B , ITLP9333-VC-B Language: English, Japanese, Portuguese (Brazilian) Credits: 4 Credits to ITIL Expert, 30 PDUs Agenda: eLearning (Virtual) Classroom Day 1 6 hours of self-paced, 1. Introduction instructor-supported eLearning 2. Event Management eLearning Day 2 Day 3 3. Incident Management 6. Access Management 4. Request Fulfilment Management 7. Service Desk 4 hours of self-paced, instructor-supported eLearning 5. Problem Management Lunch Course Description: This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Operational Support and Analysis, and to apply this knowledge in real life. Learners can complete eLearning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice 3. Incident Management 5. Problem Management 7. Service Desk 8. Functions 9. Technology and Implementation Considerations Homework Practical information about the course: • A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor. • Learners have to provide their ITIL certificate numbers before the start of the course • Learners are expected to complete the modules prior to joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules • Classroom/virtual classroom sessions run from 8:00 A.M. – 5:00 P.M. on days 1 and 2. The third day ends at 12:00 noon • After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation module • The exam can be scheduled at a time and date convenient to learners after the (virtual) classroom sessions • The eLearning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone • The instructor is available throughout the program to support learners with their eLearning modules. The instructor can be reached via telephone or e-mail Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: • On successful passing the ITIL Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 30 Service Management www.itpreneurs.com 169
  • 87. ITIL® Release, Control and Validation Capability Classroom Certificate: ITIL® Release, Control and Validation Capability Duration: 5 days Course Delivery: Classroom, Exam Course ID: ITL9334, ITLJ9334, ITLP9334 Language: English, Japanese, Portugese (Brazilian) Credits: 4 Credits to ITIL Expert, 40 PDUs Course Description: This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Release, Control and Validation of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam. The Release, Control and Validation Capability course will be of interest to: • Individuals who have their ITIL Foundation Certificate • Individuals and / or operational staff who require a comprehensive practical understanding of the Release, Control and Validation processes and how these may be used to enhance the quality of IT service support within an organization – for example: 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 • IT professionals involved in IT Service Management implementation and improvement programs • A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners Learning Objectives: At the end of this course, the learner will gain competencies in: • Understanding Service Management as a Practice and Service Transition principles, purpose and objective • Knowing the important role of Release, Control and Validation in service provision and understanding of how the inscope processes interact with other Service Lifecycle processes • The activities, methods and functions used in each of the Release, Control and Validation processes • The application of Release, Control and Validation processes, activities and functions to achieve operational excellence • How to measure Release, Control and Validation performance • The importance of IT Security and how it supports Release, Control and Validation • Understanding technology and implementation requirements in support of Release, Control and Validation • The challenges, critical success factors and risks related with Release, Control and Validation Course Logistics: • A maximum of 18 students can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • 2 break out rooms where available- Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 08:00 A.M. – 5:00 P.M. each day - the exam can be scheduled from 1:00 P.M. – 2:30 P.M. on the last day • It is also strongly recommended that candidates: Demonstrate familiarity with IT terminology and understand the context of Release, Control and Validation management in their own business environment • Have some experience of working in a service management capacity within a service provider environment, with responsibility relating to at least one of the following service management processes: Change management, Release management, Configuration management, Service evaluation and quality assurance, Knowledge management, Service validation and testing • It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, and in particular the Service Transition and Service Operation books Course Material: Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG.. • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions Examination: • Exam duration is a maximum 90 minutes for all candidates • Evidence of ITIL Foundation Certificate and completion of in their respective language (candidates sitting the the Release, Control and Validation Capability course from examination in a language other than their first language an Accredited Training Provider is required to sit the exam have a maximum of 120 minutes and are allowed to use a • It is recommended that students should complete at dictionary) least 12 hours of personal study by reviewing the syllabus • Each question will have 4 possible answer options, one of and the associated areas of the ITIL Service Management which is worth 5 marks, one which is worth 3 marks, one Practice core guidance, in particular Service Strategy, which is worth 1 mark, and one which is a distracter and Service Design and Service Transition publications in achieves no marks preparation for the examination • Pass score is 28/40 or 70% • The syllabus can be downloaded from: www.itil-officialsite.com Credits: • Upon successful passing of the ITIL Release, Control and Validation Capability exam, the student will be recognized with 4 credits in the ITIL qualification scheme • Project Management Institute – Professional Development Units (PDUs) = 40 Agenda: Day 1 Day 2 Day 3 Day 4 Day 5 1. Service Transition 3. Service Asset & Configuration Mgmnt 5. Service Validation and Testing 8. Knowledge Management Exam Preparation 2. Change Management 4. Release & Deployment Management 6. Request Fulfillment Mock Exam Lunch 2. Change Management 4. Release & Deployment Management 6. Request Fulfillment 3. Service Asset & Configuration Management 5. Service Validation and Testing 9. Technology & Implementa- Exam tion Considerations 7. Change Evaluation Homework (review of the day’s material) Ordering Options: Description Prerequisites: Candidates for this course must: • Hold an ITIL Foundation Certificate • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable Service Management Course Release, Control and Validation Capability Course – Materials printed by ITpreneurs ITL9334MPI Release, Control and Validation Capability Course – Materials printed by partners ITL9334MPP Release, Control and Validation Capability – Online Premium exam ITL9334XO Release, Control and Validation Capability – Paper Premium exam ITL9334XP Release, Control and Validation Capability – Online exam ITL1340XO Release, Control and Validation Capability – Paper exam Release, Control and Validation Capability – Instructor ITL1340XP171 www.itpreneurs.com ITL9334I
  • 88. ITIL® Release, Control and Validation Capability Classroom Blended Course Certificate: ITIL® Release, Control, and Validation Capability Duration: 2.5 days (virtual) classroom, 10-hours self-paced eLearning Course Delivery: Blended, Exam Course ID: ITL9334-VC-B, ITLJ9334-VC-B, ITLP9334VC-B Language: English, Japanese, Portuguese (Brazilian) Credits: 4 Credits to ITIL Expert, 30 PDUs Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: • On successfully passing the ITIL Release, Control, and Validation Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 30 Agenda: eLearning Course Description: This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Release, Control, and Validation and to apply this knowledge in real life. Learners can complete eLearning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice. Practical information about the course: • A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor. • Learners have to provide their ITIL certificate numbers before the start of the course • Learners are expected to complete the eLearning modules prior to joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules • Classroom/virtual classroom sessions run from 8:00 A.M. – 5:00 P.M. on days 1 and 2. The third day ends at 12:00 noon • After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation module • The exam can be scheduled at a time and date convenient to learners after the (virtual) classroom sessions. • The eLearning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone • The instructor is available throughout the program to support learners with their eLearning modules. The instructor can be reached via telephone or e-mail Prerequisites: Candidates for this course must: • Hold an ITIL Foundation certificate • There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable. • It is also strongly recommended that candidates: -- Demonstrate familiarity with IT terminology and understand the context of Release, Control, and Validation management in their own business environment. -- Have some experience working in a Service Management capacity within a service provider environment, with responsibility relating to at least one of the following Service Management processes: −− Change Management, Release Management, Configuration Management, Service Evaluation and Quality Assurance, Knowledge Management, and Service Validation and Testing. -- It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the ITIL Service Lifecycle core publications, particularly the Service Transition and Service Operation books, in advance of attending training for the certification. The syllabus can be downloaded from: http://www.itil-officialsite.com Service Management (Virtual) Classroom Day 1 eLearning Day 3 3. Service Asset and Configuration Management 6 hours of selfpaced, instructorsupported eLearning Day 2 6. Request Fulfilment 1. Service Management 7. Service Evaluation 2. Change Management 4 hours of self-paced, instructor-supported eLearning 8. Knowledge Management Lunch 2. Change Management 4. Release & Deployment Management 8. Knowledge Management 5. Service Validation and Testing 9. Technology and Implementation Considerations Homework www.itpreneurs.com 173
  • 89. ITIL® Service Lifecycle The primary focus of Lifecycle courses lies in the Lifecycle itself, the use of processes and practices, and the management capabilities that are needed to deliver quality Service Management practices in an organization. The Lifecycle courses will be of interest to those who wish to understand the complete Service Lifecycle, the use of processes, and the management of these processes. There are five Lifecycle courses, each associated with a specific element of the Lifecycle: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO), and Continual Service Improvement(CSI). Courses ITIL® Service Strategy Lifecycle Classroom ITIL® Service Strategy Lifecycle Classroom Blended ITIL® Service Design Lifecycle Classroom ITIL® Service Design Lifecycle Classroom Blended ITIL® Service Transition Lifecycle Classroom ITIL® Service Transition Lifecycle Classroom Blended ITIL® Service Operation Lifecycle Classroom ITIL® Service Operation Lifecycle Classroom Blended ITIL® Continual Service Improvement Lifecycle Classroom ITIL® Continual Service Improvement Classroom Blended Service Management www.itpreneurs.com 175
  • 90. ITIL® Service Strategy Lifecycle Classroom Certificate: ITIL® Service Strategy Lifecycle Duration: 3 days Course Delivery: Virtual Classroom, Exam Course ID: ITL9335 Language: English Credits: 3 Credits to ITIL Expert, 24 PDUs Course Description: This 3-day course immerses learners in the overall concepts, 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 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 ITIL best practice and positions the student to successfully complete the associated exam. The Service Strategy Lifecycle course will be of interest to: • Individuals who have their ITIL Foundation Certificate • Individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of strategy activities within the Service Lifecycle Learning Objectives: At the end of this course, the learner will gain competencies in: • Understanding Service Management as a Practice and Service Strategy principles, purpose and objective • Understanding how all Service Strategy processes interact with other Service Lifecycle processes • The activities, methods and functions used in each of the Service Strategy processes • The roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence • How to measure Service Strategy performance • Understanding technology and implementation requirements in support of Service Strategy • The challenges, critical success factors and risks related with Service Strategy Prerequisites: Candidates for this course must: • Hold an ITIL® Foundation Certificate • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Course Material: Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG. Examination: • Evidence of ITIL® Foundation Certificate and completion of the Service Strategy Lifecycle course from an Accredited Training Provider is required to sit the exam • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy book in preparation for the examination • The syllabus can be downloaded from: http://www.itil-officialsite.com • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks • Pass score is 28/40 or 70% Credits: Upon successful passing of the ITIL Service Strategy Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 24 Agenda: Day 1 Day 2 Day 3 1. Introduction & to Service Strategy 3. Service Strategy Processes 5. Organizing for Service Strategy 2. Service Strategy Principles 6. Technology Considerations 7. Implementating Services Strategy Lunch 2. Service Strategy Principles 8. Challenges, Critical Success Factors and Risks 4. Governance Homework (review of day’s material) 3. Services Strategy Processes 9. Exam Preparation / Mock Exam Homework Exam Ordering Options: Service Management Course Service Strategy Lifecycle Course – Materials printed by ITpreneurs ITL9335MPI Service Strategy Lifecycle Course – Materials printed by partners ITL9335MPP Service Strategy Lifecycle – Online exam ITL9335XO Service Strategy Lifecycle – Paper Premium exam ITL9335XP Service Strategy Lifecycle – Exam ITL1350XO Service Strategy Lifecycle – Exam ITL1350XP Service Strategy Lifecycle – Instructor Course Logistics: • A maximum of 18 people can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • 2 break out rooms where available- Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 08:00 A.M. – 5:00 P.M. each day – the exam can be schedule from 3:30 P.M. – 5:00 P.M. on the last day Description ITL9335I www.itpreneurs.com 177
  • 91. ITIL Service Strategy Lifecycle Classroom Blended Agenda: eLearning (Virtual) Classroom Day 1 Certificate: ITIL Service Strategy Lifecycle Duration: 1.5 days (virtual) classroom, 8-hours self-paced eLearning Course Delivery: Blended, Exam room Course ID: ITL9335-VC-B Language: English Credits: 3 Credits to ITIL Expert, 21 PDUs 6-hours of self paced instructor supported eLearning Day 2 1. Introduction 5. Organizing for Service Strategy eLearning 2-hours of self paced instructor supported eLearning 2. Service Strategy Principles 6. Technology Considerations 3. Service Strategy Processes 7. Implementating Service Strategy Course Description: Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Strategy and learn to apply this knowledge in real life. Participants can complete eLearning modules in their own time to build the right level of knowledge, and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice 8. Challenges, Critical Succes Factors and Risk Lunch 3. Service Strategy Processes 8. Challenges, Critical Succes Factors and Risk 4. Governance Practical information about the course: • A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor • Classroom with U-shaped seating arrangement • Participants have to provide their ITIL Certificate numbers prior to the start of the course • Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules • Classroom / Virtual Classroom sessions run from 8:00 A.M. – 5:00 P.M. on day 1 and from 8:00 A.M. till 13:00 P.M. on day 2 • After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module • The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning module • The eLearning modules and the virtual classroom environment require a high speed internet connection, internet explorer 7.0 or higher a headset and microphone • The instructor is available throughout the program to support participants with their eLearning modules. The instructor can be reached via telephone or email Homework Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: • Upon successful passing of the ITIL Service Strategy Lifecycle exam, the participant will be recognized with 3 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 21 Service Management www.itpreneurs.com 179
  • 92. ITIL® Service Design Lifecycle Classroom Certificate: ITIL® Service Design Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom Course ID: ITL9336 Language: English Credits: 3 Credits to ITIL Expert, 24 PDUs Course Description: This 3-day course immerses learners in the overall concepts, 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, 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 ITIL best practice and positions the student to successfully complete the associated exam The Service Design Lifecycle course will be of interest to: • Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level ITIL certifications • Individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization • IT professionals working in or new to a Service Design environment who require an understanding of the concepts, processes, functions and activities involved • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of design activities within the Service Lifecycle Learning Objectives: Upon completion of this course and examination, the participant will gain competencies in: • Understanding Service Management as a Practice and Service Design principles, purpose and objective • Understanding how all Service Design processes interact with other Service Lifecycle processes • The sub-processes, activities, methods and functions used in each of the Service Design processes • The roles and responsibilities within Service Design and the activities and functions to achieve operational excellence • How to measure Service Design performance • Understanding technology and implementation requirements in support of Service Design • The challenges, critical success factors and risks related with Service Design Course Logistics: • A maximum of 18 people can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • 2 break out rooms where available • Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 08:00 A.M. – 5:00 P.M. each day – the exam can be schedule from 3:30 P.M. – 5:00 P.M. on the last day Service Management Prequisites: Candidates for this course must: • Hold an ITIL Foundation Certificate • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Course Material: Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG. Examination: • Evidence of ITIL Foundation Certificate and completion of Service Design Lifecycle course from an Accredited Training Provider is required to sit the exam • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination • The syllabus can be downloaded from: http://www.itil-officialsite.com • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks • Pass score is 28/40 or 70% Credits: • Upon successful passing of the ITIL Service Design Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme • Project Management Institute – Professional Development Units (PDUs) = 24 Agenda: Day 1 Day 2 Day 3 1. Introduction & Introduction to SD 3. Service Design Processes 4. Service Design Technology Related Activities 2. Service Design Principles 5. Organizing for Service Design 6. Consideration of Technology Lunch 2. Service Design Principles 3. Service Design Processes 3. Service Design Processes Homework (review of day’s material) 7. Implementation and improvement of Service Design 8. Exam Preparation/Mock Exam Exam Ordering Options: Description Course Service Design Lifecycle Course – Materials printed by ITpreneurs ITL9336MPI Service Design Lifecycle Course – Materials printed by partners ITL9336MPP Service Design Lifecycle – Online Premium exam ITL9336XO Service Design Lifecycle – Paper Premium exam ITL9336XP Service Design Lifecycle – Online exam ITL1360XL Service Design Lifecycle – Paper exam ITL1360XP Service Design Lifecycle – Instructor ITL9336I www.itpreneurs.com 181
  • 93. ITIL® Service Design Lifecycle Classroom Blended Agenda: eLearning (Virtual) Classroom Day 1 Certificate: ITIL® Service Design Lifecycle Duration: 1.5 days (Virtual) Classroom 8-hours self-paced eLearning Course Delivery: Blended, Exam Course ID: ITL9336-VC-B Language: English Credits: 3 Credits to ITIL Expert, 21 PDUs 6-hours of self paced instructor supported eLearning Day 2 1. Introduction 4. Service Design Technology Related Activities 2. Service Design Principles eLearning 5. Organizing for Service Design 2-hours of self paced instructor supported eLearning Lunch Course Description: Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Design and learn to apply this knowledge in real life. Participants can complete eLearning modules in their own time to build the right level of knowledge before participating in interactive classroom or virtual classroom sessions to apply this knowledge in practice 3. Service Design Processes 6. Consideration of Technology Homework 7. Implementation and improvement of Service Design Practical information about the course: • A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor • Participants have to provide their ITIL Certificate numbers prior to the start of the course • Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules • Classroom / Virtual Classroom sessions run from 8:00 A.M. – 5:00 P.M. on day 1 and from 8.00 A.M. till 1.00 P.M. on day 2 • After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module • The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning module • The eLearning modules and the virtual classroom environment require a high speed internet connection, internet explorer 7.0 or higher a headset and microphone. • The instructor is available throughout the program to support participants with their eLearning modules. The instructor can be reached via telephone or email Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: • Upon successful passing of the ITIL Service Design Lifecycle exam, the participant will be recognized with 3 credits in the ITIL qualification scheme • Project Management Institute – Professional Development Units (PDUs) = 21 Service Management www.itpreneurs.com 183
  • 94. ITIL® Service Transition Lifecycle Classroom Certificate: ITIL® Service Transition Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom Course ID: ITL9337 Language: English Credits: 3 Credits to ITIL Expert, 24 PDUs Course Description: This 3-day course immerses learners in the overall concepts, 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 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 ITIL best practice and positions the student to successfully complete the associated exam. The Service Transition Lifecycle course will be of interest to: • Individuals who have their ITIL Foundation Certificate • Individuals who require understanding of the ITIL Service Transition phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization • IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of the concepts, processes, functions and activities involved • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers Learning Objectives: At the end of this course, the learner will gain competencies in: • Understanding Service Management as a Practice and Service Transition principles, purpose and objective • Understanding how all Service Transition processes interact with other Service Lifecycle processes • The subprocesses, activities, methods and functions used in each of the Service Transition processes • The roles and responsibilities within Service Transition and the activities and functions to achieve operational excellence • How to measure Service Transition performance • Understanding technology and implementation requirements in support of Service Transition • The challenges, critical success factors and risks related with Service Transition Prerequisites: Candidates for this course must: • Hold an ITIL Foundation Certificate an ITIL Foundation Certificate • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Course Material: Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG. Examination: • Evidence of ITIL Foundation Certificate and completion of the Service Transition Lifecycle course from an Accredited Training Provider is required to sit the exam • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination. • The syllabus can be downloaded from: http://www.itil-officialsite.com • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. • Pass score is 28/40 or 70% Credits: • Upon successful passing of the ITIL Service Transition Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 24 Agenda: Day 1 Day 2 Day 3 1. Introduction 4. Service Transition Processes Part 2 7. Organizing for Service Transition 5. Service Transition Processes Part 3 8. Technology Considerations 2. Service Transition Principles 9. Implementing and Improving Service Transition Lunch 2. Service Transition Principles 5. Service Transition Processes - Part 3 10. Challenges, CSFs and Risks 3. Service Transition Processes Part 1 6. Managing People Through Service Transition 11. Exam Preparation/Mock Exam 4. Service Transition Processes Part 1 Exam Homework (Review of the Day’s Materials) Course Logistics: • A maximum of 18 people can attend this course with 1 instructor. • Classroom with U-shaped seating arrangement • 2 break out rooms where available- Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 8:00 A.M. – 5:00 P.M. each day – the exam can be schedule from 3:00 P.M. – 5:00 P.M. on the last day Ordering Options: Course Service Transition Lifecycle Course – Materials printed by ITpreneurs ITL9337MPI Service Transition Lifecycle Course – Materials printed by partners ITL9337MPP Service Transition Lifecycle – Online Premium exam ITL9337XO Service Transition Lifecycle – Paper Premium exam ITL9337XP Service Transition Lifecycle – Online exam ITL1370XO Service Transition Lifecycle – Paper exam ITL1370XP Service Transition Lifecycle – Instructor Service Management Description ITL9337I www.itpreneurs.com 185
  • 95. ITIL® Service Transition Lifecycle Classroom Blended Agenda: eLearning (Virtual) Classroom Day 1 Course ID: ITL9337-VC-B Language: English Credits: 3 Credits to ITIL Expert, 21 PDUs Course Description: Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Transition and learn to apply this knowledge in real life. Participants can complete eLearning modules in their own time to build the right level of knowledge before participating in interactive classroom or virtual classroom sessions where they can apply this knowledge in practice Practical information about the course: • A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor • Participants have to provide their ITIL Certificate numbers prior to the start of the course • Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules • Classroom / Virtual Classroom sessions run from 8:00 A.M. – 5:00 P.M. on day 1 and from 8:00 A.M. till 13:00 P.M. on day 2 • After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module • The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning • module • The eLearning modules and the virtual classroom environment require a high speed internet connection, internet explorer 7.0 or higher a headset and microphone • The instructor is available throughout the program to support participants with their eLearning modules. The instructor can be reached via telephone or email 6. Managing People Through Service Transition 2. Service Transition Principles 6- hours of self-paced instructor supported eLearning 1. Introduction 7. Organizing for Service Transition 3. Service Transition Processes - Part 1 Certificate: ITIL® Service Transition Lifecycle Duration: 1.5 days (virtual) classroom, 8-hours self-paced eLearning Course Delivery: Blended, Exam Day 2 8. Technology Considerations Lunch 4. Service Transition Processes - Part 2 9. Implementing and Improving Service Transition 5. Service Transition Processes - Part 3 10. Challenges, CSFs and Risks Homework (Review of the Day’s Materials) Examination: • Evidence of ITIL Foundation Certificate and completion of the Service Transition Lifecycle course from an Accredited Training Provider is required to sit the exam • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination. • The syllabus can be downloaded from: http://www.itil-officialsite.com • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. • Pass score is 28/40 or 70%. Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: • Upon successful passing of the ITIL Service Transition Lifecycle exam, the participant will be recognized with 3 credits in the ITIL qualification scheme • Project Management Institute – Professional Development Units (PDUs) = 21 Service Management www.itpreneurs.com 187
  • 96. ITIL® Service Operation Lifecycle Classroom Certificate: ITIL® Service Operation Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom, Exam Course ID: ITL9338 Language: English Credits: 3 Credits to ITIL Expert, 24 PDUs Course Description: This 3-day course immerses learners in the overall concepts, 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 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 ITIL best practice and positions the student to successfully complete the associated exam. The Service Operation Lifecycle course will be of interest to: • Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level ITIL certifications • Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization • IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle Learning Objectives: Upon completion of this course and examination, the learner will gain competencies in: • Understanding Service Management as a Practice and Service Operation principles, purpose and objective • Understanding how all Service Operation processes interact with other Service Lifecycle processes • The subprocesses, activities, methods and functions used in each of the Service Operation processes • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence • How to measure Service Operation performance • Understanding technology and implementation requirements in support of Service Operation • The challenges, critical success factors and risks related with Service Operation Course Logistics: • A maximum of 18 people can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • 2 break out rooms where available • Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 08:00 A.M. – 5:00 P.M. each day – the exam can be schedule from 3:30 P.M. – 5:00 P.M. on the last day Prerequisites: Candidates for this course must: • Hold an ITIL Foundation Certificate or ITIL • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Course Material: • Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG. Examination: • Evidence of ITIL Foundation Certificate or ITIL Foundation + Foundation Bridge Certificate and completion of Service Operation Lifecycle course from an Accredited Training Provider is required to sit the exam • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination • The syllabus can be downloaded from: http://www.itil-officialsite.com • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks • Pass score is 28/40 or 70% Credits: • Upon successful passing of the ITIL Service Operation Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 24 Agenda: Day 1 Day 2 Day 3 1. Introduction 4. Service Operation Processes Part 2 6. Operating Service Operation 2. Service Operation principles 5. Common Service Operation Activities 7. Technology Considerations 3. Service Operation Processes Part 1 8. Implementing Considerations Lunch 3. Service Operation Processes Part 1 5. Common Service Operation Activities 8. Implementation of Service Operations 4. Service Operation Processes Part 2 6. Organizing Service Operation 9. Challenges, CSF and Risks 10. Exam Preparation/Mock Exam Exam Homework (Review of the Day’s Materials) Ordering Options: Course Service Operation Lifecycle Course – Materials printed by ITpreneurs ITL9338MPI Service Operation Lifecycle Course – Materials printed by partners ITL9338MPP Service Operations Lifecycle – Online Premium exam ITL9338XO Service Operations Lifecycle – Paper Premium exam ITL9338XP Service Operation Lifecycle – Online exam ITL1380 XO Service Operation Lifecycle– Paper exam Service Management Description ITL1380 XP Service Operation Lifecycle – Instructor ITL9338I www.itpreneurs.com 189
  • 97. ITIL® Service Operation Lifecycle Classroom Blended Agenda: eLearning (Virtual) Classroom eLearning Day 1 Certificate: ITIL® Service Operation Lifecycle Duration: 1.5 days (Virtual) Classroom, 8-hours self-paced eLearning Course Delivery: (Virtual) Classroom, Exam Course ID: ITL9338-VC-B Language: English Credits: 3 Credits to ITIL Expert, 21 PDUs Course Description Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Operations and learn to apply this knowledge in real life. Participants can complete eLearning modules in their own time to build the right level of knowledge before participating in interactive classroom or virtual classroom sessions where they can apply this knowledge in practice. Practical information about the course: • A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor • Participants have to provide their ITIL Certificate numbers prior to the start of the course • Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules • Classroom / Virtual Classroom sessions run from 8:00 A.M. – 5:00 P.M. on day 1 and from 8:00 A.M. till 13:00 P.M. on day 2 • After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module • The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning module • The eLearning modules and the virtual classroom environment require a high speed internet connection, internet explorer 7.0 or higher a headset and microphone. • The instructor is available throughout the program to support participants with their eLearning modules. The instructor can be reached via telephone or email. 6-hours of self paced instructor supported eLearning Day 2 1. Introduction 4. Common Services Operation Activitites 2. Service Operation Principles 5. Organizing Service Operations 2-hours of self paced instructor supported eLearning 3. Service Operation Processes Lunch 3. Service Operation Processes 6. Technology Considerations 7. Implementation of Services Operation Homework 9. Challenges, Critical Succes Factors and Risks Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: Upon successful passing of the ITIL Service Operation Lifecycle exam, the participant will be recognized with 3 credits in the ITIL qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 21 Service Management www.itpreneurs.com 191
  • 98. ITIL® Continual Service Improvement Lifecycle Classroom Certificate: ITIL® Continual Service Improvement Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom, Exam Course ID: ITL9339 Language: English Credits: 3 Credits to ITIL Expert, 24 PDUs Course Description: This 3-day course immerses learners in the overall concepts, 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 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 ITIL best practice and positions the student to successfully complete the associated exam. The CSI Lifecycle course will be of interest to: • Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level ITIL certifications • Individuals who require a deeper understanding of the CSI stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization. • IT professionals working in or new to a CSI environment who require and understanding of the concepts, processes, functions and activities involved • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers. Learning Objectives: Upon completion of this course and examination, the learner will gain competencies in: • Understanding Service Management as a Practice and CSI principles, purpose and objective • Understanding how all CSI processes interact with other Service Lifecycle processes • The sub-processes, activities, methods and functions used in each of the CSI processes • The roles and responsibilities within CSI and the activities and functions to achieve operational excellence • How to measure CSI performance • Understanding technology and implementation requirements in support of CSI • The challenges, critical success factors and risks related with CSI Course Logistics: • A maximum of 18 people can attend this course with 1 instructor • Classroom with U-shaped seating arrangement • 2 break out rooms where available • Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs 08:00 A.M. – 5:30 P.M. each day – the exam can be scheduled from 4:00 P.M. – 5:30 P.M. on the last day Course Material: • Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG. Examination: • Evidence of ITIL Foundation Certificate and completion of CSI Lifecycle course from an Accredited Training Provider is required to sit the exam • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the CSI book in preparation for the examination • The syllabus can be downloaded from: http://www.itil-officialsite.com • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. • Pass score is 28/40 or 70% Credits: • Upon successful passing of the ITIL CSI Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 24 Agenda: Day 1 Day 2 Day 3 1. Introduction 3. Continual Service Improvement Process 5. Organization for Continual Service Improvement 2. Continual Service Improvement Principles 4. Continual Service Improvement Methods and Techniques 6. Technology for Considerations 3. Continual Service Improvement process 4. Continual Service Improvement Methods and Techniques 7. Implementing Continual Service Improvement Lunch 8. Challenges, Critical critical Success Factors and Risks 9. Exam Preparation/Mock Exam Homework (review of day’s material) Exam Ordering Options: Description Course Continual Service Improvement Lifecycle Course – Materials by ITpreneurs ITL9339MPI Continual Service Improvement Lifecycle Course – Materials printed by partners ITL9339MPP Service Management ITL9339XO Continual Service Improvement Lifecycle – Paper Premium exam ITL9339XP Continual Service Improvement – On line exam ITL1390XO Continual Service Improvement – Paper exam Prerequisites: Candidates for this course must: • Hold an ITIL Foundation Certificate • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable Continual Service Improvement Lifecycle – Online Premium exam ITL1390XP Continual Service Improvement – Instructor ITL9339I www.itpreneurs.com 193
  • 99. ITIL® Continual Service Improvement Classroom Blended Agenda: eLearning (Virtual) Classroom Day 1 Certificate: ITIL® Continual Service Improvement Virtual Classroom Blended Duration: 1.5 days (Virtual) Classroom, 8-hours self-paced eLearning Course Delivery: Blended, Exam Course ID: ITL9339-VC-B Language: English Credits: 3 Credits to ITIL Expert, 21 PDUs 6-hours of self paced instructor supported eLearning Day 2 1. Introduction 4. CSI Methods and Techniques 5. Organization for CSI 2. CSI Principles 2-hours of self paced instructor supported eLearning 6. Technology considerations 3. CSI Process Course Description: Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build their ITIL knowledge with respect to CSI and learn to apply this knowledge in real life. Participants can complete eLearning modules in their own time to build the right level of knowledge before participating in interactive classroom or virtual classroom sessions where they can apply this knowledge in practice. eLearning 7. Implementation of CSI Lunch 3. CSI Process 4. CSI Methods and Techniques 8. Critical Success Factors and Risks Homework Practical information about the course: • A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor • Participants have to provide their ITIL Certificate numbers prior to the start of the course • Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom sessions as the classroom sessions build upon the knowledge provided in the eLearning modules • Classroom / Virtual Classroom sessions run from 8:00 A.M. – 5:00 P.M. on day 1 and from 8:00 A.M. till 13:00 P.M. on day 2 • After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module • The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning module • The eLearning modules and the virtual classroom environment require a high speed internet connection, internet explorer 7.0 or higher a headset and microphone • The instructor is available throughout the program to support participants with their eLearning modules. The instructor can be reached via telephone or email Course Material: Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course. Credits: • Upon successful passing of the ITIL CSI Lifecycle exam, the participant will be recognized with 3 credits in the ITIL qualification scheme • Project Management Institute – Professional Development Units (PDUs) = 21 Service Management www.itpreneurs.com 195
  • 100. ITIL® Managing Across the Lifecycle The Managing Across the Lifecycle course brings cohesion by linking all the phases of the Service Lifecycle together and is the final building block before participants become ITIL Experts. This course rationalizes ITIL knowledge, brings additional knowledge, and builds skills that are not covered in the Lifecycle or Capability courses. The MALC certification completes the Intermediate stream by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices. Courses & Certifications ITIL® Managing Across the Lifecycle Course ITIL® Managing Across the Lifecycle Classroom Blended Service Management www.itpreneurs.com 197
  • 101. ITIL® Managing Across the Lifecycle Classroom Certificate: ITIL® Managing Across the Lifecycle Duration: 5 day Classroom Course Delivery: Classroom Course ID: ITL9340, ITLP9340, ITLJ9340 Language: English, Portuguese (Brazilian), Japanese Credits: 5 Credits to ITIL Expert, 40 PDUs Course Description: The ITIL Managing Across the Lifecycle Certificate (MALC) is the final component that leads to the ITIL Expert in IT Service Management qualification. This course is available as a 5-day Classroom training program, as well as a 2-day Blended training course (available through the ITpreneurs Expert Program). The Managing Across the Lifecycle course builds on the knowledge and experience that learners obtained in the Intermediate courses. Learners are required to apply this knowledge, as well as the experience they have obtained performing service management functions. There are five strategic assignments developed around the Royal Phraya Hotel chain. This hotel is also featured in all other ITpreneurs ITIL courses. However, in the new course, the chain has expanded their business to other countries around the globe. The scenarios build upon each other, which means that, as in real life, if you make mistakes at the beginning, it will come back to you later. Each of the scenarios covers multiple learning objectives from the MALC syllabus. Additionally, the entire syllabus is fully covered in the course. Learners, who perform well in this advanced training program, will do well in the final MALC exam. The Royal Phraya has just conducted an acquisition and learners have to assist management in the integration. When doing so, they will be asked to analyze and apply ITIL concepts and apply these to the situation (Bloom Level 4); and synthesize and evaluate information to create a meaningful result for the hotel (Bloom Level 5). Learners work in small teams, or operate individually, and when working in teams their team roles rotate. Each team member must lead at least one strategic assignment. During the course, the instructor plays the role of the technology manager of the Royal Phraya Hotel chain. ITpreneurs delivers a next generation learning experience with the MALC training program. This program will test your readiness to become an ITIL Expert, and will guide you through the process to make sure that you understand your growth areas, as well as the areas in which you excel. Audience: The Managing Across the Lifecycle course will be of interest to: • Chief Information Officers • Senior IT Managers • IT Managers • Supervisors • IT Professionals • IT Operations Practitioners • IT Development Practitioners • Individuals who require a business and management level understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization. • Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final mandatory module. • Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT Service Management certificate is a prerequisite. Service Management Learning Objectives: Upon successful completion of the education and examination components related to this qualification, candidates can expect to gain competencies in the following: • Key concepts of the service lifecycle • Communication and stakeholder management • Integrating service management processes across the service lifecycle • Managing services across the service lifecycle • Governance and organization • Measurement • Implementing and improving service management capability • Preparing for APMG MALC examination, including mock examination opportunity Course Organizational Logistics: • A maximum of 18 people can attend this course with 1 instructor (optimum is from 8 to 12 people) • Classroom with U-shaped seating arrangement • Two break out rooms available (up to 12 participants per break out room) • Whiteboard, flipchart, projector • Previous ITIL Certificate numbers need to be provided prior to the start of the course • Course runs from 8.30 A.M. – 5.30 P.M.. each day • It is an option to take the exam in the afternoon on Day 5, but we recommend that learners take the exam one or two weeks after the course. Prerequisites: Candidates for this course must: • Hold the ITIL Foundation Certificate (2 credits) in IT Service Management, and have obtained an additional 15 credits from a balanced selection of ITIL Service Lifecycle or Service Capability qualifications, i.e., a total of at least 17 credits. Course Material: • Participants receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments. • Participants receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader allowing for participants to read it as an e-book. Examination: • Must have the ITIL Foundation Certificate (2 credits) and have obtained a minimum of 15 credits through formal Service Lifecycle or Service Capability certification streams and have completed the Managing Across the Lifecycle course from an Accredited Training Provider in order to sit the exam. • It is recommended that learners complete at least 28 hours of personal study by reviewing the syllabus and the core ITIL publications in preparation for the examination. The syllabus can be downloaded from: http://www.itil-officialsite.com/. • The exam is a closed book exam with ten (10) multiple choice, gradient scored questions that are based on a single case study. The case study is the same as provided with the mock exam in the training course. Candidates are expected to have thoroughly reviewed the case study prior to taking the exam. • Exam duration is a maximum 120 minutes for all candidates in their respective language. Note: Candidates taking the examination in a language other than their first language, and/or living in a country where the language of the exam is not a business language in the country, have a maximum of 150 minutes and are allowed to use a dictionary. • Each question will have four possible answer options: one, which is worth 5 marks, one worth 3 marks, one worth 1 mark, and one which is a distracter and achieves no marks. • Pass score is 35/50 or 70%. • The exam is delivered as a supervised exam; a registered proctor oversees secure exam delivery. www.itpreneurs.com 199
  • 102. Credits: • Upon successful passing of the ITIL Managing Across the Lifecycle exam, the student will be recognized with 5 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 40 for the 5-day Classroom program and 30 for the Blended program. Agenda Full Five-Day Classroom Course: The full MALC classroom course is a complete group-based learning experience. Learners manage all the five assignments in small groups and they learn as much from their peers, as from the coaching performed by the instructor. This course is ideal for people who learn best by listening, discussing, and sharing knowledge. Day 1 Day 2 Day 3 Day 4 Unit 1. Introduction Managing Services Across Lifecycle Unit 3. Organizational Unit 4. ITSM Unit 5. Business Case Challenges, Critical Implementation Plan Success Factors and Risks Ordering Options: Description Code Managing Across the Lifecycle Course – Materials printed by ITpreneurs ITL9340MPI or MPI-B Managing Across the Lifecycle Course – Materials printed by partners ITL9340MPP or MPP-B Managing Across the Lifecycle Course – Online Premium Exam ITL9340XO Managing Across the Lifecycle Course – Paper Premium Exam ITL9340XP Managing Across the Lifecycle Course – Online Exam ITL1410XO Managing Across the Lifecycle Course – Paper Exam ITL1410XP Managing Across the Lifecycle Course - Instructor ITL9340I Day 5 Unit 6. Managing Strategic Change Unit 2. Strategic Assessment Briefing on the assignment Presentation Feedback on assignment Lunch Briefing on the assignment Briefing on the assignment Briefing on the assignment Briefing on the assignment APMG Case Study Discussion Exam Preparation Presentation Presentation Presentation Presentation Feedback on assignment Feedback on assignment Feedback on assignment Feedback on assignment Homework (Review of the Day’s Materials) Service Management www.itpreneurs.com 201
  • 103. ITIL® Managing Across the Lifecycle Blended Certificate: ITIL® Managing Across the Lifecycle Duration: 2 day (Virtual) Classroom and 25 hours eLearning Course Delivery: Blended, Exam Course ID: ITL9340-VC-B, ITLP9340-VC-B, ITLJ9340-VC-B Language: English, Portuguese (Brazilian), Japanese Credits: 5 Credits to ITIL Expert, 30 PDUs Course Description: The ITIL Managing Across the Lifecycle Certificate (MALC) is the final component that leads to the ITIL Expert in IT Service Management qualification. This course is available as a 2-day Blended training course (and it is also available through the ITpreneurs Expert Program). The Managing Across the Lifecycle course builds on the knowledge and experience that learners obtained in the Intermediate courses. Learners are required to apply this knowledge, as well as the experience they have obtained performing service management functions. There are five strategic assignments developed around the Royal Phraya Hotel chain. This hotel is also featured in all other ITpreneurs ITIL courses. However, in the new course, the chain has expanded their business to other countries around the globe. The scenarios build upon each other, which mean that, as in real life, if you make mistakes at the beginning, it will come back to you later. Each of the scenarios covers multiple learning objectives from the MALC syllabus. Additionally, the entire syllabus is fully covered in the course. Learners, who are performing well in this advanced training program, will do well in the final MALC exam. The Royal Phraya has just conducted an acquisition and learners have to assist management in the integration. When doing so, they will be asked to analyze and apply ITIL concepts and apply these to the situation (Bloom Level 4); and synthesize and evaluate information to create a meaningful result for the hotel (Bloom Level 5). Learners work in small teams, or operate individually, and when working in teams their team roles rotate. Each team member must lead at least one strategic assignment. During the course, the instructor plays the role of the technology manager of the Royal Phraya Hotel chain. ITpreneurs delivers a next generation learning experience with the MALC training program. This program will test your readiness to become an ITIL Expert, and will guide you through the process to make sure that you understand your growth areas, as well as the areas in which you excel. Audience: The Managing Across the Lifecycle course will be of interest to: • Chief Information Officers • Senior IT Managers • IT Managers • Supervisors • IT Professionals • IT Operations Practitioners • IT Development Practitioners • Individuals who require a business and management level understanding of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization. • Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final mandatory module. • Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT Service Management certificate is a prerequisite. Service Management Learning Objectives: Upon successful completion of the education and examination components related to this qualification, candidates can expect to gain competencies in the following: • Key concepts of the service lifecycle • Communication and stakeholder management • Integrating service management processes across the service lifecycle • Managing services across the service lifecycle • Governance and organization • Measurement • Implementing and improving service management capability • Preparing for APMG MALC examination, including mock examination opportunity Prerequisites: Candidates for this course must: Hold the ITIL Foundation Certificate (2 credits) in IT Service Management, and have obtained an additional 15 credits from a balanced selection of ITIL Service Lifecycle or Service Capability qualifications, i.e., a total of at least 17 credits. Course Material: • Participants receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments. • Participants receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader allowing participants to read it as an e-book. • Participants receive a login and password for the eLearning modules a few weeks before the (virtual) classroom course starts. The eLearning materials are available for two years after completion of the course. About the Examination: • Must have the ITIL Foundation Certificate (2 credits) and have obtained a minimum of 15 credits through formal Service Lifecycle or Service Capability certification streams and have completed the Managing Across the Lifecycle course from an Accredited Training Provider in order to sit the exam. • It is recommended that learners complete at least 28 hours of personal study by reviewing the syllabus and the core ITIL publications in preparation for the examination. The syllabus can be downloaded from: http://www.itil-officialsite.com/. • The exam is a closed book exam with ten (10) multiple choice, gradient scored questions that are based on a single case study. The case study is the same as provided with the mock exam in the training course. Candidates are expected to have thoroughly reviewed the case study prior to taking the exam. • Exam duration is a maximum 120 minutes for all candidates in their respective language. Note: Candidates taking the examination in a language other than their first language, and/or living in a country where the language of the exam is not a business language in the country, have a maximum of 150 minutes and are allowed to use a dictionary. • Each question will have four possible answer options: one, which is worth 5 marks, one worth 3 marks, one worth 1 mark, and one which is a distracter and achieves no marks. • Pass score is 35/50 or 70%. • The exam is delivered as a supervised exam; a registered proctor oversees secure exam delivery. Credits: • Upon successful passing of the ITIL Managing Across the Lifecycle exam, the student will be recognized with 5 credits in the ITIL qualification scheme. • Project Management Institute – Professional Development Units (PDUs) = 40 for the 5-day Classroom program and 30 for the Blended program. www.itpreneurs.com 203
  • 104. Agenda Blended Course: The Blended Classroom course is a 2-day classroom learning experience that provides a best of both worlds experience. Learners complete specific assignments and study the knowledge components for each of the modules on their own. Then, they come together to spend two days in the classroom with their peers. The Blended course is an integral element of the ITpreneurs Expert Program, which allows learners to achieve the ITIL Expert Level in half the time it would take through full classroom courses. Pre-Class Reading and Preparation Day 1 - Highly Interactive Day 2 - Highly Interactive Classroom Learning Classroom Learning Post-Class Reading and Exam Preparation Kick-off conference call • Instructor outlines expectations • Group Discussion and • Review of assignments for Unit 2, 3, and 4 Unit 5. Business Case • Review of the results Exam Preparation • Review of eLearning material • Exam preparation Feedback provided by Instructor on Unit 2, 3, and 4 Ordering Options: Description Code Managing Across the Lifecycle Course – Materials printed by ITpreneurs ITL9340MPI or MPI-B Managing Across the Lifecycle Course – Materials printed by partners ITL9340MPP or MPP-B Managing Across the Lifecycle Course – Online Premium Exam ITL9340XO Managing Across the Lifecycle Course – Paper Premium Exam ITL9340XP Managing Across the Lifecycle Course – Online Exam ITL1410XO Managing Across the Lifecycle Course – Paper Exam ITL1410XP Managing Across the Lifecycle Course - Instructor ITL9340I Unit 6. Managing Strategic Change • Briefing on assignment • Group work Unit 1. Introduction Managing Services Across Lifecycle • Self study eLearning • Self assessment quizzes Lunch Unit 2. Strategic Assessment • Scenario review • Individual assignment • Send response to instructor Unit 3. Organizational Challenges, Critical Success Factors and Risks • Scenario review • Individual assignment • Send response to instructor Unit 5. Business Case • Briefing on assignment • Group work • Presentation of results Unit 6. Managing Strategic Change • Briefing on assignment • Group work • Presentation of results • Review of the results Discuss APMG Case Study Unit 4. ITSM Implementation Plan • Scenario review • Individual assignment • Send response to instructor Service Management www.itpreneurs.com 205
  • 105. ITIL® Expert Program Capability Track The ITpreneurs ITIL Expert Program is an innovative training curriculum that combines all of the ITIL Intermediates certification and Managing Across the Lifecycle into one integrated package, and allows IT professionals to quickly advance from the Foundation level to the most sought-after qualification in the IT domain – ITIL Expert. ITIL Expert Program - Capability Track Certificate: ITIL Expert, Intermediate Capability PPO, RCV, OSA, SOA and ITIL Managing Across the Lifecycle Duration: 12-Day classroom, 55 hours online self-study Course Delivery: (Virtual) Classroom, Blended Course ID: ITL9351 Language: English, Spanish (Latin American), Portuguese (Brazilian) and Japanese Credits: 21 (16 Capability - 5 MALC) Course Description: This intensive, 12-day classroom course (5 days + 5 days + 2 days) + 55 hours online self-study is designed for practitioners who would like to fast-track their ITIL Expert Certification. This course is delivered by an ITpreneurs Certified Instructor and prepares candidates for all the ITIL Capability exams, as well as the Managing Across the Lifecycle Certification Exams. The program enables participants to achieve a better understanding of the Service Lifecycle and the processes associated with all the Capability modules [Planning, Protection, and Optimization (PPO), Service Offerings and Agreements (SOA), Operational Support & Analysis (OSA), and Release, Control, and Validation (RCV)]. Candidates can take the exams for these courses at a time convenient to them, preferably between the classroom sessions. After completing the Capability courses, participants will participate in the Managing Across the Lifecycle (MALC) course. This training course is delivered through a unique blend of self-paced and instructor-supported online self-study and highlevel, fast-paced classroom delivery. ITpreneurs courseware is designed using an engaging, scenario-based approach to learning the core disciplines of the ITIL best practices. Agenda: The Capability Track is for those who are involved in executing and improving existing ITIL processes in an organization such as the Process Manager, Operational Staff, Process Consultant and IT Practitioner. Kick off Call Online Exam Preparation (2 hours per day) Certification Exam SOA + PPO SOA + PPO SOA + PPO SOA + PPO Block A RCV + OSA Kick off Call 1hour Classroom Sessions (2.5 days per module) RCV + OSA RCV + OSA RCV + OSA Block B MALC (2days) MALC MALC MALC Virtual Instructor Support This course enables students to achieve a better understanding of the Service Lifecycle and the processes associated with all the Capability modules: Planning, Protection and Optimization (PPO), Service Offerings and Agreements (SOA), Operational Support & Analysis (OSA), and Release, Control, & Validation (RCV). After completing the Capability courses, students will participate in the Managing Across the Lifecycle (MALC) course. Online self-study (8 hours per day) Block C Courses & Certifications ITIL® Expert Program Capability Track Service Management www.itpreneurs.com 207
  • 106. Audience for the Capability Track: IT professionals who could be IT managers or consultants looking to use the breadth of the ITIL framework and developing a proper understanding of the key functions and processes of ITIL. Participants will have the opportunity to obtain the ITIL Expert Level, based on the Intermediate Capability stream followed by MALC. Capability Track Learning Objectives: At the end of this course, the student will gain competencies to: • Learn the concepts of Service Management as a Practice • Understand the Service Lifecycle at the core of ITIL • Be confident in the general concepts, definitions, key principles and models of ITIL • Understand how the Service Management processes and functions contribute to the Service Lifecycle and be able to explain the objectives, scope, concepts, activities, key metrics (KPIs), roles and challenges for all the ITIL processes • Learn how technology enables the Service Lifecycle and how other complimentary guidance aligns with ITIL • Understand implementation considerations • Learn the activities, methods, and functions used in each of the Lifecycle processes • Understand the application of the processes, activities and functions to achieve operational excellence • Learn how to measure performance • Understand technology and implementation requirements • Understand the Challenges, Critical Success Factors and Risks involved in implementing and improving Service Management Program Benefits: • Innovation in Design: Innovative use of online self-­earning for the theoretical components of the course l allows students to study in their own time, at their own pace. Apart from online self-learning, students receive an e-reader/iPad or electronic document with the Reference Materials for the course, eliminating the need to print hundreds of pages of paper. • Intense Group Experience: Spending 12 intensive days in a classroom with a select group of peers results in vast knowledge and experience sharing, and forms the basis for long­ lasting relationships. • Access to an Expert Community: After completing the program, participants gain access to a select community of ITIL Experts, allowing them to join a continuous learning program. What is required before students can join this program: • Basic IT literacy and around 2 years’ IT experience is highly desirable. • ITIL Foundation Certificate (holders of the Foundation Certificate from an earlier ITIL version, must pass the current ITIL Foundation exam before attending this course). • Before starting the Managing Across the Lifecycle component of the program all Capability Exams should have been successfully completed. The structure of the program and expectations (based on the 12-­ eek classic delivery option): w • The program starts with a pre-­ ourse conference (kick-off call) that takes place 4-weeks prior to the first (physical or virtual) c classroom session. The course instructor and all candidates participate in this call . • Before attending classroom sessions, students are required to complete the online self-study of the respective module. The online modules focus on the knowledge component of the Capability courses (Bloom level 1, 2) . • The instructor monitors progress of participants during this time, using the ITpreneurs online campus. The instructor is also available for questions via email or telephone. • There are two classroom sessions of 5-days each, with one month between the two sessions. The classroom sessions are focused on practical application, analyzing and synthesizing information (Bloom level 3, 4, 5). The first classroom session covers SOA and PPO; the second one RCV and OSA. • After the classroom sessions, participants complete the online self-study modules with a specific focus on exam preparation. Once participants feel ready to take on the exam, they schedule and take the individual exams at a time and date that is convenient to them, but at least before the next classroom session starts. • The Managing Across the Lifecycle section of the course is the last component of the course. This block comprises of online learning and classroom as well. The classroom session is 2 days; the online learning modules include 15 hours ­ of content. Other delivery options: The Classic: This is the default option for the Expert Track. In this delivery option you will meet your fellow participants 3 times over a period of 12 weeks (5 days, 5 days and 2-­ ays) and complete the online self­ study d between these sessions. The Classic Virtual: Same as the default option, but all classroom sessions take place in a Virtual Classroom. The Boot Camp: This option requires you to complete all four online self-study Capability modules prior to coming to the classroom. In 10 classroom days all Capability courses are completed. A few weeks later there is another 2-day session for MALC. The Weekend Warrior: Online self-­ tudy modules are completed during the weekends. Participants come to class s one-­ ay a week for 12 weeks. d About the Capability Examinations: • Participants schedule the exams at a time and date that is convenient to them, but at least before the next classroom session starts. • All exams must be completed prior to attending the MALC component of the course. • The exams for the Intermediate courses are closed-book with eight multiple-choice, scenario-based, gradient-scored questions. • The exam duration for intermediate courses is a maximum of 90 minutes for all candidates in their respective language. Candidates taking the exam in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary (only paper-based exams). • Each question for the Intermediate courses will have 4 possible answer options, one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks. • The Pass score for Intermediate courses is 28/40 or 70%. For the MALC Courses: • The exam for MALC has ten complex multiple-choice, gradient-scored questions based upon a single case study. • The exam duration for MALC is a maximum of 120 minutes. Candidates taking the exam in a language other than their first language have a maximum of 150 minutes. • The pass score for the MALC courses is 35/50 or 70%. Service Management www.itpreneurs.com 209
  • 107. Credits: • Upon successfully passing the ITIL Capability Intermediate exams, the candidate will be recognized with 4 credits per exam in the ITIL qualification scheme. The four Capability exams will provide a total of 16 credits. • On successfully passing the ITIL Managing Across the Lifecycle exam, the candidate will be recognized 5 credits in the ITIL qualification scheme Course Organizational Logistics: • Maximum of 18 students with 1 instructor • Classroom with U-shaped seating arrangement • Two break-out rooms where available - whiteboard, flipchart, and projector • The participant is expected to provide previous ITIL certificate numbers prior to the start of the course Ordering Options: ITpreneurs Expert Program - Capability Track (12 days) (student workbooks for partner print, eLearning, Ipad with reference material) ITL9351MPP-1 ITpreneurs Expert Program - Capability Track (12 days) (student workbooks for partner print, eLearning, e-reader with digital reference material) ITL9351MPP-2 ITpreneurs Expert Program - Capability Track (12 days) (student workbooks for partner print, eLearning, digital reference material) ITL9351MPP-3 ITpreneurs Expert Program - Capability Track (12 days) (student workbooks ITpreneurs print, eLearning, Ipad with reference material) ITL9351MPI-1 ITpreneurs Expert Program - Capability Track (12 days) (student workbooks ITpreneurs print, eLearning, e-reader with digital reference material) ITL9351MPI-2 ITpreneurs Expert Program - Capability Track (12 days) (student workbooks ITpreneurs print, eLearning, digital reference material) ITL9351MPI-3 ITpreneurs Expert Program - Capability Track set of 5 Premium Exams (PPO, SOA, OSA, RCV, MALC) ITL9351XO/XP ITpreneurs Expert Program - Capability Track set of 5 Exams (PPO, SOA, OSA, RCV, MALC) ITL9910XO/XP Managing Across the Lifecycle Instructor ITL9351-I Service Management www.itpreneurs.com 211
  • 108. ITIL®Expert Program Lifecycle Track The ITpreneurs ITIL Expert Program is an innovative training curriculum that combines all of the ITIL Intermediates certification and Managing Across the Lifecycle into one integrated package, and allows IT professionals to quickly advance from the Foundation level to the most sought-after qualification in the IT domain – ITIL Expert. The Lifecycle Track is for those who provide guidance towards the implementation of ITSM in an organization such as the IT Manager, Process Owner, ITSM Implementer and ITIL Consultant. ITIL® Expert Program - Lifecycle Track Certificate: ITIL Expert, ITIL Intermediate Lifecycle SS, SD, ST, SO, CSI, ITIL Managing Across the Lifecycle Duration: 10-Day classroom, 55 hours online selfstudy Course Delivery: (Virtual) Classroom, Blended, Exam Course ID: ITL9352 Language: English Credits: 20 (15 Lifecycle 5 MALC) Course Description: 10-day classroom course (4 days + 4 days + 2 days) + 55 hours of self-paced online self-study (see diagram A below), OR (3 days + 5 days + 2 days) + 55 hours of self-paced online self-study (see diagram B below). The ITIL Expert Program is designed for participants who would like to fast track their ITIL Expert Certification. Through a mix of self-paced study and instructor-led interactive teaching, you can leverage time to your advantage while working toward the highest level of internationally recognized certification available in the ITIL domain. Participants will learn about the principles and core concepts of the Service Lifecycle approach to IT Service Management at the management-level, according to the ITIL Lifecycle approach. This includes a focus on the management and control elements of the Service Lifecycle and the processes associated with all Lifecycle modules, including Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO), and Continual Service Improvement (CSI). The Managing Across the Lifecycle capstone course will start once the participant has completed the five Lifecycle courses and exams. This training course is delivered through a unique blend of self-paced and instructor-supported online self-study and high-intensity, fast-paced classroom delivery. It is designed to make use of an engaging, scenario-based approach to learning and teaches the core disciplines of the ITIL best practices to participants. Diagram A (splits CSI between 2 weeks) Kick off Call 1Hour Courses & Certifications Classroom Sessions (1.5 days per module) Online Exam Preparation (2 hours module) Certification Exam SS + SD + CSI (Part 1) SS + SD + CSI (Part 1) SS + SD + CSI (Part 1) SS + SD CSI (Part 2) + ST + SO CSI (Part 2) + ST + SO CSI + ST + SO MALC (2 days) MALC MALC MALC Block A Block B Virtual Instructor Support After completing the Lifecycle courses, participants will participate in the MALC course. Online self-study (6 hours per module) CSI (Part 2) + ST + SO This course enables participants to achieve a better understanding of the management and control elements of the Service Lifecycle and processes associated with all Lifecycle modules: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO) and Continual Service Improvement (CSI). Block C ITIL® Expert Program - Lifecycle Track Service Management www.itpreneurs.com 213
  • 109. What is required before participants can join this program: • Basic IT literacy and 2 years’ IT experience is desirable. • ITIL Foundation (holders of Foundation certificate from an earlier version of ITIL, e.g., ITIL, must pass the current ITIL Foundation exam before attending this course) • Before starting the Managing Across the Lifecycle (MALC) component of the program, all Lifecycle Exams must be completed. Diagram B Online Exam Preparation (2 hours module) Certification Exam SS + SD SS + SD SS + SD SS + SD ST + SO + CSI ST + SO + CSI ST + SO + CSI ST + SO + CSI MALC Kick off Call 1Hour Classroom Sessions (1.5 days per module) (2 days) MALC MALC MALC Block A Block B Virtual Instructor Support Online self-study (6 hours per module) Block C Audience for the Lifecycle Track: This course provides guidance towards the implementation of ITSM in an organization and the process relationships, roles and responsibilities. This course is suitable for IT managers, process owners, ITSM implementation teams, consultants, stakeholders and anyone else involved in the ITSM project. Lifecycle Track Learning Objectives: At the end of this course, the participant will gain competencies to: • Present, position and articulate the value of IT (in support of the business). • Understand the Service Lifecycle at the core of ITIL. • Develop and deliver IT strategy aligned to business requirements. • Manage and control Service Delivery and processes within the phases of the Service Lifecycle. • Design, lead, manage and support CSI programs. • Lead Service Management programs; applying ITIL best practice most suitable to the organization’s business situation and goals. • Understand the challenges, critical success factors and risks involved in implementing and improving Service Management. • Learn how technology enables the Service Lifecycle and how other complimentary guidance aligns with ITIL. Program Benefits: • Innovation in Design: Innovative use of self-learning for the theoretical components of the course allows participants to study in their own time, at their own pace. Participants also receive an e-reader/iPad or electronic document with the Reference Materials for the course, which eliminates the need to print hundreds of pages of paper. • Intensive Group Interaction: 10 intensive days in a classroom with a select group of peers results in vast knowledge and experience sharing and forms the basis for long-lasting relationships. • Access to a Select Community: After completing the program participants gain access to, and can network with, a select community of ITIL Experts. Service Management The structure of the program and expectations (based on the 12-week “classic” delivery option): • The program starts with a pre-course conference call that takes place four weeks prior to the first (physical or virtual) classroom session. The course instructor and all the participants attend this call. • Before attending classroom sessions, participants are required to complete the online self-study of the respective modules. The self-study modules focus on the knowledge component of the Lifecycle courses (Bloom level 1, 2). • The instructor monitors progress of participants during this time, using the ITpreneurs online campus. The instructor is also available for questions via email or telephone. • There are two 4-day classroom sessions, with one month between the two sessions. The classroom sessions are focused on practical application, analyzing and synthesizing information (Bloom level 3,4,5). The first classroom session covers SS, SD and part of CSI. The second session includes the second part of CSI, followed by ST and SO. • After the classroom sessions, participants complete the online self-study modules with a specific focus on exam preparation. Once participants feel ready to take on the exam, they schedule and take the individual exams at a time and date that is convenient to them, but at least before the next classroom session starts. • The Managing Across the Lifecycle section of the course is the last component of the course. This block includes online self-study and classroom sessions. The classroom session lasts two days, and the online learning modules include 15 hours of content. Delivery options: • The Classic: This is the default option for the Expert Track. In this delivery option you meet fellow participants three times in a 12-week period (4 days, 4 days and 2 days) and complete the online self-study between the sessions. • The Classic Virtual: Same as the default option, but all classroom sessions take place in a Virtual Classroom. • The Boot Camp: This option requires you to complete all five online self-study Lifecycle modules prior to coming to the classroom. In eight classroom days, all the Lifecycle courses are completed. Another 2-day session for MALC comes two weeks later. • The Weekend Warrior: Online self-study modules are completed during the weekends. Participants come to class one-day a week for twelve weeks. About the Examination: • Participants schedule the exams at times and dates that are convenient to them, but at least before the next classroom session starts. All Lifecycle Exams must be completed prior to attending the MALC component of the course. • Exams for the Intermediate courses are closed book, eight multiple-choice, scenario-based, gradient-scored questions. The Exam for MALC has ten complex multiple-choice, gradient-scored questions that are based upon a single case study. • The exam duration for Intermediate courses is a maximum of 90 minutes for all candidates in their respective native language. Candidates taking the examination in a language other than their native language, have a maximum of 120 minutes and are allowed to use a dictionary (only paper-based exams). Exam duration for MALC is a maximum of 120 minutes and 150 minutes for candidates taking the examination in a language other than their native language. • The Pass score is 28/40 or 70% for Intermediate courses and 35/50 or 70% for MALC. www.itpreneurs.com 215
  • 110. Credits: • On successfully passing the ITIL Intermediate exams, the candidate will gain 3 credits per exam in the ITIL qualification scheme per Lifecycle module. The five Lifecycle exams will provide a total of 15 credits. • On successfully passing the ITIL Managing Across the Lifecycle exam, the candidate will gain 5 credits in the ITIL qualification scheme. Course Organizational Logistics: • Maximum 18 participants, with 1 instructor • Classroom with U-shaped seating arrangement • 2 break-out rooms where available - whiteboard, flipchart and projector • The student is expected to provide previous ITIL certificate numbers prior to the start of the course Ordering Options: ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks for partner print, eLearning, Ipad with reference material) ITL9352MPP-1 ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks for partner print, eLearning, e-reader with digital reference material) ITL9352MPP-2 ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks for partner print, eLearning, digital reference material) ITL9352MPP-3 ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks ITpreneurs print, eLearning, Ipad with reference material) ITL9352MPI-1 ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks ITpreneurs print, eLearning, e-reader with digital reference material) ITL9352MPI-2 ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks ITpreneurs print, eLearning, digital reference material) ITL9352MPI-3 ITpreneurs Expert Program - Lifecycle Track set of 5 Premium Exams (PPO, SOA, OSA, RCV, MALC) ITL9352XO/XP ITpreneurs Expert Program - Lifecycle Track set of 5 Exams (PPO, SOA, OSA, RCV, MALC) ITL9910XO/XP Managing Across the Lifecycle Instructor ITL9352I Service Management www.itpreneurs.com 217
  • 111. Service Management Service Governance/Service Management ISO/IEC 20000 ISO/IEC 20000 ISO/IEC 20000 Courses and Training Delivery for Your Organization ISO/IEC 20000 is an international standard for ITSM and a requirement for IT Service Providers in their response to business opportunities. ISO/IEC 20000 perfectly aligns and compliments the ITIL best practices, providing a comprehensive approach to quality service delivery. ISO/IEC 20000 certification is necessary for all companies striving toward high-quality service delivery. Courses and Certifications ISO/IEC20000 Foundation ISO/IEC20000 Practitioner ISO/IEC20000 Auditor Service Management www.itpreneurs.com 219
  • 112. ISO/IEC 20000 Foundation Certificate: APMG ISO/IEC 20000 Foundation Exam Duration: 3 days Course Delivery: Classroom Workshop Course ID: ISM2210 Language: English Description: This accredited ISO/IEC 20000 Foundation course prepares candidates for the foundation qualification. It provides the knowledge required to gain an understanding of the content and requirements of the ISO/IEC 20000-1:2011 international standard for IT service management (ITSM). Find out how the practices can be adopted by an organization to deliver managed services, continually improve those services and achieve certification to ISO/IEC 20000-1. ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for, and provides details of, the IT service management system (SMS) needed to deliver managed services of an acceptable quality; together with guidance on how to demonstrate conformity with the standard. This 3-day course is aimed at those wishing to demonstrate a foundation-level knowledge concerning ISO/IEC 20000 and its use in a typical IT service provider organization. This qualification does not provide the advanced level of knowledge for external auditors, consultants or those responsible for managing implementation of the standard in a service provider organization. Auditors, consultants and implementers may want to consider the APMG Practitioner or Auditor courses which provide more detail on the use of the standard. The APMG certification exam, which is a multiple-choice exam, can be conducted at the end of the course. Audience and Prerequisites: The course is aimed at staff in internal and external service provider organizations who require a basic understanding of the ISO/IEC 20000 standard and its content. It will provide: • Service owners, process owners and other service management staff with an awareness of and understanding of service management based on the ISO/IEC 20000 standard. • Individuals with the knowledge to understand the ISO/IEC 20000 standard and how it within their own organization. • Managers and team leaders with a knowledge of a typical ISO/IEC 20000 Service management system (SMS). • Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000 standard, its contents and need for internal reviews, assessments and audits. • Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard. • This qualification does not provide the advanced level of knowledge for external auditors, consultants or those responsible for managing implementation of the standard in a service provider organization. Auditors, consultants and implementers may want to consider the APMG Practitioner or Auditor courses which provide more detail on the use of the standard. Learning Objectives: Candidates will be able to demonstrate their competence in, and their ability to understand: • The background of the ISO/IEC 20000 standard • How the standard is used in a typical service provider organization • The scope, objectives and requirements of the ISO/IEC 20000 standard • How ISO/IEC 20000 is used with other international standards and ITIL • The scope of ISO/IEC 20000 series and how Parts 1, 2 and 3 can be used • The terms and definitions used in ISO/IEC 20000 • The requirements for a Service Management System (SMS) • How to establish an SMS and the need for continual improvement • Reporting on the IT services and major metrics of the service management processes • The processes, their objectives and key requirements in a typical IT service provider scenario • Application, eligibility and scoping requirements to achieve ISO/IEC 20000 • The purpose of internal and external audits, their operation and the associated terminology • Planning and preparing for an ISO/IEC 20000 audit • The operation of the certification schemes and the APMG Certification Scheme Course Exercises and Exam: The course is designed to be interactive with exercises, examination practice and a mock examination. The exercises help students to understand: • The business environment and challenges for service providers • The characteristics of good services and symptoms of poor service management • The benefits of adopting ISO/IEC 20000 for the organization, a team and an individual • How the standard is used by different organizations and people in practice The exam is a CLOSED Book 40 question, multiple-choice exam. Candidates have one (1) hour to complete the exam and the pass mark is 65% (26/40). Course Logistics: • Up to 16 participants • Classroom with a U-shaped seating arrangement • A minimum of 1 break-out room • Whiteboard, flipchart, and projector Ordering Options: Code ISO/IEC 20000 Foundation Course – Materials printed by ITpreneurs ISM2210MPI ISO/IEC 20000 Foundation Course – Materials printed by partners ISM2210MPP ISO/IEC 20000 Foundation Course – Online exam ISM2210XO ISO/IEC 20000 Foundation Course – Paper exam ISM2210XP ISO/IEC 20000 Foundation Course – Instructor Service Management Description ISM2210I www.itpreneurs.com 221
  • 113. Course Agenda: ISO/IEC 20000 Practitioner Day1 09:00 Course ID: ISO1024 Language: English Description: This interactive workshop, leading to the ISO/IEC 20000 Practitioner examination is aimed at IT practitioners who assist organizations to achieve or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply their knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification. The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000 certification scheme. Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training. The ISO/IEC 20000 Practitioner course will be of interest to: IT consultants/practitioners, quality consultants, IT service providers, IT service managers, and IT auditors involved in the implementation of ISO/IEC 20000. Learning Objectives: At the end of this course, the learner will gain competencies in: • Explain and apply the requirements of Part 1 • Understand, create and apply a service management plan • Assist and advise organizations on the implementation of continual improvement processes • Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification • Explain the relationship between ISO/IEC 20000, related standards and best practices • Understand, explain and advise on issues regarding applicability, eligibility and scoping • Advise and assist in ISO/IEC 200000 certification readiness assessments • Produce a gap analysis supported by an improvement and implementation plan • Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme 09:30 Introduction 10:00 Overview of ISO/IEC 20000 11:00 Break 11:15 Certificate: APMG ISO/IEC 20000 Practitioner Exam Duration: 3 days Course Delivery: Classroom Workshop Registration Overall Management Requirements 12:30 Lunch 13:30 Group Assignment 1 14:00 Service Delivery Processes 5:00 Break 15:15 Service Delivery Processes 16:30 Multiple-Choice Sample Paper 1 17:00 Review Paper 1 17:30 Close (Homework - Multiple-Choice Sample Paper 2) 09:00 Review Paper 2 09:30 Relationship Processes 10:45 Break 11:00 Resolution Processes 11:45 Control Processes – Configuration Management 12:30 Lunch 13:30 Control Processes – Change Management 14:15 Release Process 5:00 Break 15:15 Planning and implementation 17:30 Close (Homework - Multiple-Choice Sample Paper 2) Day2 Day 3 09:00 Review Paper 2 09:45 Scoping and Eligibility: Group Assignment 2 10:45 Break Course Logistics: • Up to 16 participants • Classroom with a U-shaped seating arrangement • A minimum of one break-out room • Whiteboard, flipchart, and projector 11:15 Mock Examination (Written) 12:15 Lunch 13:15 Mock Examination Review 13:45 Course Summary and Evaluation 14:00 Break Course content: • Introduction and background to ISO/IEC 20000 standard • ISO/IEC 20000 certification scheme • Principles of IT service management • ISO/IEC 20000-1 (Part 1) Service Management System Requirements • ISO/IEC 20000-2 Guidance on the Application of Part 1 • Achieving ISO/IEC 20000 certification • Applicability, scoping and eligibility based on ISO/IEC 20000-3 • Preparation for formal certification, full and surveillance audits • Exam practice and preparation 14:15 -16.15 Examination 16:15 Close Service Management Ordering Options: Description Code ISO/IEC 20000 Practitioner Course – Materials printed by ITpreneurs ISO1024MPI ISO/IEC 20000 Practitioner Course – Materials printed by partners ISO1024MPP ISO/IEC 20000 Practitioner Course– Online exam ISO1024XO ISO/IEC 20000 Practitioner Course – Paper exam ISO1024XP ISO/IEC 20000 Practitioner Course – Instructor ISO1024I www.itpreneurs.com 223
  • 114. ISO/IEC 20000® Auditor Certificate: APMG ISO/IEC 20000 Auditor Exam Duration: 2 days Course Delivery: Classroom Workshop Course ID: ISO1023 Language: English Description: The ISO/IEC 20000 Auditor course is a 2-day classroom training relevant for professionals who play a role as a 3rd party auditor in an ISO/IEC 20000 assessment. This course is designed for professionals and certified auditors who require an orientation into ITSM in general and ISO/IEC 2000 in particular. Internal auditors working in an organization which is implementing, or already has ISO/IEC 20000 certification, will also find this course useful to improve not only their understanding of the subject, but also the application of ISO/IEC 20000 within their organization. At the end of the 2-day classroom training, the APMG certification exam, which is a multiple-choice exam, can be conducted. This training does not cover audit techniques or the issues involved in preparing an organization for an audit. The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited training course. The course covers the interpretation and application of the ISO/IEC 20000 standard. The exam consists of a closed-book, 25-question, multiple-choice test, which is paper based. To pass, candidates must answer 18 or more questions correctly. Audience: This qualification is aimed at existing third-party or internal auditors who wish to understand the specific requirements of auditing IT service management systems for conformity with the ISO/IEC 20000 standard. • • • • The SMS, the processes and mandatory requirements within Part 1 Documentation required to achieve certification and to demonstrate conformity The usage of ISO/IEC 20000-2 (Part 2) in support of Part 1 and the certification process Applicability, eligibility and scoping based on ISO/IEC 20000-3 (Part 3) Student Material: Students will be provided with a manual containing a copy of classroom visual aids, assignments and a feedback form. Course Agenda: Day 1 09:00 Registration 09:30 Introduction 10:00 Overview of ISO/IEC 20000 11:00 Break 11:15 Overall Management Requirements 12:30 Lunch 13:30 Service Delivery Processes 15:00 Break 15:15 Relationship Processes 16:30 Multiple-Choice Sample Paper 1 17:00 Review Paper 1 17:30 Close Group Assignment 1 Homework - Multiple-Choice Sample Paper 2 Day 2 Learning Objectives: The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should understand: • The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system requirements) • Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider • Application and relevance of parts of the ISO/IEC 20000 series • What is required in pre-audits, formal certification and surveillance audits • The regulations of the APMG certification scheme. Course Logistics: • Up to 16 participants • Classroom with a U-shaped seating arrangement • A minimum of 1 break-out room • Whiteboard, flipchart, and projector Course Content: • Background to the ISO/IEC 20000 standard • Certification schemes and the APMG certification scheme • Principles of IT service management • ISO/IEC 20000-1:2011 (Part 1), its usage and relevance within the certification process Service Management 09:00 Review of Homework 09:30 Resolution Processes 10:15 Control Processes 11:00 Break 11:15 Prerequisites: Delegates attending the course are required to have a minimum of three years’ experience conducting audits in an IT environment. This may be as a third-party auditor or as an internal auditor for an organization. This qualification will build on basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use. Release Processes 11:45 Automation and Tools 12:00 Scoping, Eligibility, and Audit Preparation 12:30 Lunch 13:15 Group Assignment 3 14:00 Exam Preparation 14:30 Course Summary and Evaluation 14:45 Break 15:30 Examination 16:30 Close Group Assignment 2 Ordering Options: Description Code ISO/IEC 20000 Auditor Course – Materials printed by ITpreneurs ISO1023MPI ISO/IEC 20000 Auditor Course – Materials printed by partners ISO1023MPP ISO/IEC 20000 Auditor Course – Online exam ISO1023XO ISO/IEC 20000 Auditor Course – Paper exam ISO1023XP ISO/IEC 20000 Auditor Course – Instructor ISO1023I www.itpreneurs.com 225
  • 115. Service Management Service Governance/Service Management KepnerTregoe® Gateway to Service Excellence The Kepner-Tregoe approach to troubleshooting is a structured and ITIL® recognized best practice for customer issue handling and problem management. For more than 50 years, Kepner-Tregoe, one of the world’s leading troubleshooting companies, has used its breakthrough methodology to maximize service performance at global organizations —including NASA, IBM, Sun Microsystems, RIM and Siemens. Kepner-Tregoe and ITpreneurs are now bringing to market this systematic approach to problem-solving through the Kepner-Tregoe Foundation Course and Certification exam. The two-day course will develop the core critical thinking skills of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis, and ensure that participants understand how these skills can be applied for troubleshooting, independent of underlying technologies. After becoming Kepner-Tregoe Foundation certified, professionals have the option to learn to apply their skills in an Advanced Workshop led by Kepner-Tregoe Master Trainers. Courses and Certifications Kepner-Tregoe® Foundation Certification Kepner-Tregoe® Advanced Problem Management Kepner-Tregoe® High Severity Incident Management Service Management www.itpreneurs.com 227
  • 116. Prerequisites: There are no prerequisites to attend this course. Kepner-Tregoe® Foundation Certificate: Kepner-Tregoe Foundation Duration: 2 days Course Delivery: Classroom Course ID: ISM3210 Language: English, Polish Credits: 16 PDUs, 16.5 CPEs Course Description: The 2-day Kepner-Tregoe Foundation course introduces a systematic process of problem solving when responding to incidents and problems. The course is designed for individuals who work in trouble shooting environments. This allows them to deliver a high level of quality and consistency in customer support. The course equips participants with the terminology, structure and basic concepts of Kepner-Tregoe’s problem management and incident management techniques, such as Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the Foundation course, participants will receive the proper training and guidance to optimally prepare them to take and pass the Kepner-Tregoe Foundation examination. The Kepner-Tregoe Foundation course is beneficial for individuals who want to be trained and certified in a best practice that is recommended for problem analysis (Kepner-Tregoe is referenced as a best practice in the official ITIL® Service Operation publication). Other Core Benefits of the Foundation Course are: • Establishing a common language in troubleshooting that ensures consistency in customer support in a Service Management environment. • Introducing structured, critical thinking techniques to analyze problems, make decisions and proactively avoid problems. • Using a systematic approach independent of technical expertise. Outline of the Kepner-Tregoe Foundation Course: • Introduction to Kepner-Tregoe rational process: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. • Situation Appraisal - The definition of an incident and a concern. How to list: Threats and Opportunities, Separate and Clarify, Set Priority, Plan Next Steps, and the role of questioning in Situation Appraisal. • Problem Analysis - The Kepner-Tregoe definition of a problem. How to: Describe Problem, Identify Possible Causes, Evaluate Possible Causes, Confirm True Cause and explain the role of questioning in Problem Analysis. • Decision Analysis: The definition of a decision. How to: Clarify Purpose, Identify Alternatives, Evaluate Alternatives, Make Decision. The role of questioning in Decision Analysis. How to effectively Present Recommendations and Assess Recommendations. • Potential Problem Analysis - The definition of an action and a plan. How to Identify Potential Problems, Identify Likely Causes, Take Preventive Action, Plan Contingent Action and Set Triggers. The role of questioning in Potential Problem Analysis. Course Agenda Day 1 Day 2 Introduction Problem Analysis Questioning Skills Case Study Discovery Case- Donut Case Review Break Process Overview Decision Analysis Case Study Decision Analysis Lunch Situation Appraisal Audience: The Kepner-Tregoe Foundation course will be of interest to individuals who: • Want the Kepner-Tregoe Foundation certification. • Seek to attend the 2-day Kepner-Tregoe advanced workshop to learn to implement the concepts from the Foundation course • Want to improve their Incident Management and Problem Management technique. • Typical roles are (but not limited to) roles that provide first-line support, i.e., Service-Desk Staff, Analysts, Problem Managers, Incident Managers, Auditors, Quality Managers, Operators, Technicians and Engineers. About Kepner-Tregoe: Founded in 1958, the Princeton, New Jersey-based Kepner-Tregoe is the international leader in developing a process of critical thinking skills. Kepner-Tregoe is a global leader in improving the business performance of clients through proprietary organizational transformation and trouble shooting methodologies. This proven methodology has been used to maximize service performance at global organizations, including NASA, IBM, Sun Microsystems, RIM and Siemens. Case Study Case Study Review Situation Appraisal Potential Problem Analysis Case Study Case Study Review Break Problem Analysis Feedback Case Study Summary and Conclusion Mock Exam Course Logistics: • The recommended class size is 12. A maximum of 16 candidates can attend this course with one trainer, more candidates require a second trainer. It is not advised to run courses with less than 6 candidates. • Classroom with U-shaped seating arrangement, whiteboard, flipchart and projector. Course Material provided to participants: • Workbook • Job Aids • Case Studies Service Management www.itpreneurs.com 229
  • 117. Examination: • The Kepner-Tregoe Foundation Exam is an online exam, and can be offered at the end of the second day of the training course. The exam can also be taken by the candidate at another convenient date and time. This will require that the candidate selects and registers a proctor who will supervise the exam delivery. Note: we recommend that candidates review the materials at home for a few days after the course before taking the exam. • In order for participants to be eligible to take the Kepner-Tregoe Foundation Exam, they have to participate in an accredited Kepner-Tregoe Foundation training course for 2 days. • The 40-question, multiple-choice exam is a closed-book exam, taken online, that will test your understanding of the contents of the Kepner-Tregoe Foundation course syllabus. • Exam duration is a maximum of 60 minutes for all candidates. • Pass score is 26/40 (or 65%). No negative marking. Ordering Options: Description Code Kepner-Tregoe Foundation Course ISM3210MPI Kepner-Tregoe Foundation Course – Online exam ISM3210XO Kepner-Tregoe Foundation Course – Instructor ISM3210I Kepner-Tregoe® Advanced Problem Management Certificate: Kepner-Tregoe Advanced Problem Management , Advanced Troubleshooting Skills for Problem Management Duration: 2 days Course Delivery: Classroom Course ID: ISM3310 Language: English Credits: Course Description: Take the next step in maximizing your critical thinking skills for improved service performance. This course is designed exclusively for learners who have successfully completed the KT Foundation course. It is the next step in developing Problem Management expertise towards becoming a high performance “trouble-shooter”. Participants will have already gained an overview of the core KT skills: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the KT Problem Management workshop, they will be introduced to additional skills in Problem Analysis to find root causes: • The use of “Distinctions and Changes” — is a critical approach in isolating causes of complex problems • Solving “Start-up Problems” — often the toughest to solve • Solving “Recurring Problems” — they drive up your incident volume and negatively impact your customer satisfaction • “Think Beyond the Fix” — move from reactive to proactive problem management About Kepner-Tregoe: Founded in 1958, Kepner-Tregoe, based in Princeton, New Jersey, is the international leader in developing critical thinking skills. Kepner-Tregoe is a global leader in improving business performance through proprietary organizational transformation and troubleshooting methodologies. This proven methodology has been used to maximize service performance at international organizations, such as NASA, IBM, Sun Microsystems, RIM and Siemens. Audience: This two-day course is beneficial for service desk staff, analysts, problem and incident managers, auditors, quality managers, operators, technicians, engineers and others responsible for customer service and support staff. Service Management www.itpreneurs.com 231
  • 118. Individuals with ITIL® Intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA) will find the Kepner-Tregoe course extremely beneficial in improving their problem and incident management skills. Prerequisites: Participants need to have successfully completed the Kepner-Tregoe Foundation Course and Exam. Learning Objectives Key components of the KT workshop include: • A discovery case to assess current approaches to Problem Management and compare them to the KT approach • The KT “process teaches” method, which introduce the KT concepts in a step-by-step approach • A series of case studies that allow participants to test their understanding of the techniques in a structured/ simulated environment • Coaching and feedback by the instructor to reinforce the learning • Structured discussions about how the KT processes get implemented to drive hard results Course Material: Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains reference material. Major Techniques: In order for participants to be eligible to take the KT Advanced Problem Management exam, they have to participate in an accredited KT Advanced Problem Management course for two days. Questioning and Listening Skills The role of questioning in Problem Management and root cause analysis—the characteristics of effective questions— the techniques of “Open” and “Closed” questioning and their purposes—the two techniques of “Questioning to the Void” and their purposes—the difference between “Process” and “Content” questions—the concept of “Handling Answers“. Problem Analysis Building on the concepts introduced in the KT Foundation workshop, the use of “Distinctions and Changes” in further isolating causes in complex problems and identifying and proving root cause. About the Examination: The KT Advanced Problem Management exam is an online exam which can be offered at the end of the second day of the training course or taken by the candidate at another convenient date and time. This will require that the candidate selects and registers a proctor who will supervise the exam delivery. Ordering Options: Description Code Kepner-Tregoe Advanced Problem Management Course ISM3310MPI Kepner-Tregoe Advanced Problement Management – Online exam ISM3310XO Kepner-Tregoe Advanced Problem Management Course – Instructor ISM3310I Advanced Problem Analysis Concepts How to use Problem Analysis concepts for “Start-Up Problems“—the “Stable”, the “Multiple” and the “Fluctuating” types of Start-Up Problems—the use of Problem Analysis concepts for “Intermittent Problems“—how to “Think Beyond the Fix“. Think Beyond the Fix Different techniques for “extending the cause” and “extending the effect” to prevent further problems and reduce future incidents. Benefits: • Learn Kepner-Tregoe’s advanced troubleshooting skills • Hone your skills through case studies and application • Learn about how to improve the performance of your Problem Management processes and restore service faster and more consistently Case Study: All KT workshops are designed to introduce the processes and techniques through a step-by-step learning process, which are reinforced by case studies and the application of the concepts to participants’ real-life issues. A large number of case studies will reinforce and cement the skills learned at the KT Problem Management workshop. Course Logistics: Classroom Whiteboard, flipchart, and projector Participants — maximum of 16, no minimum requirement Service Management www.itpreneurs.com 233
  • 119. Kepner-Tregoe® Advanced High Severity Incident Management Certificate: Kepner-Tregoe High Severity Incident Management , Advanced Troubleshooting Skills for Incident Management Duration: 2 days Course Delivery: Classroom Course ID: ISM3320 Language: English Credits: Course Description: Take the next step in maximizing your critical thinking skills for improved service performance. This course is designed exclusively for learners who have successfully completed the KT Foundation course. It is the next step in developing expertise in the area of High Severity/Major Incident Management towards becoming a high performance “troubleshooter”. Participants will have already gained an overview of the core KT skills: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the KT High Severity Incident Management workshop they will be introduced to additional Incident Handling skills to restore service: • Using Situation Appraisal and Problem Analysis “at speed”— how to drive structured service restoration under time pressure • Advanced Incident Management techniques—managing the “end-to-end” process of service restoration • Facilitation of Major Incidents—leading the incident resolution process About Kepner-Tregoe: Founded in 1958, Kepner-Tregoe, based in Princeton, New Jersey, is the international leader in developing critical thinking skills. Kepner-Tregoe is a global leader in improving business performance through proprietary organizational transformation and troubleshooting methodologies. This proven methodology has been used to maximize service performance at international organizations, such as NASA, IBM, Sun Microsystems, RIM and Siemens. Audience: This two-day course is beneficial for service-desk staff, analysts, problem and incident managers, auditors, quality managers, operators, technicians, engineers and others responsible for customer service and support. Benefits: • Learn Kepner-Tregoe’s advanced troubleshooting skills • Hone your skills through case studies and application • Learn about how to improve the performance of your Incident Management processes and restore service faster and more consistently Case Study: A large number of case studies will reinforce and cement the skills learned at the KT High Severity Incident Management Workshop. Course Logistics: Classroom Whiteboard, flipchart, and projector Participants — maximum of 16, no minimum requirement Prerequisites: Participants need to have successfully completed the Kepner-Tregoe Foundation Course and Exam. Course Material: Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains reference material. About the Examination: The KT High Severity Incident Management exam is an online exam which can be offered at the end of the second day of the training course or taken by the candidate at another convenient date and time. This will require that the candidate selects and registers a proctor who will supervise the exam delivery. In order for participants to be eligible to take the KT High Severity Incident Management exam, they have to participate in an accredited KT High Severity Incident Management course for two days. Ordering Options: Description Code Kepner-Tregoe High Severity Incident Management Course ISM3320MPI Kepner-Tregoe High Severity Incident Management Course – Online exam ISM3320XO Kepner-Tregoe High Severity Incident Management Course – Instructor ISM3320I Individuals with ITIL® intermediate qualifications in Service Operation (SO) or Operational Support an Analysis (OSA) will find the Kepner-Tregoe course extremely beneficial in improving their problem and incident management skills. Learning Objectives Key components of the KT workshop are: • A discovery case to assess current approaches to Problem Management and compare them to the KT approach • The KT “process teaches” method, which introduce the KT concepts in a step-by-step approach • A series of case studies that allow participants to test their understanding of the techniques in a structured/ simulated environment • Coaching and feedback by the instructor to reinforce the learning • Structured discussions about how the KT processes get implemented to drive hard results Service Management www.itpreneurs.com 235
  • 120. Service Management Service Governance/Service Management HDI® HDI and ITpreneurs: A Global Footprint for the Technical Service and Support Industry In partnership with HDI, the world’s largest professional association and certification body for the technical service and support industry, ITpreneurs offers a wide portfolio of certification and training for the technical service and support industry. HDI is the first professional association created for the technical support industry and to date, it remains the leading source for help desk/service desk/support center emerging trends and best practices. Built upon globally recognized industry standards developed by an international committee of industry experts and practitioners, “HDI training helps support center organizations improve efficiency, increase service quality, and encourage professional development.” HDI certification, the recognized standard for the technical service and support industry, demonstrates that individuals understand the customer service skills and support center processes required to provide quality technical support. Each HDI certification is designed to reflect the level of knowledge required for a specific role, ranging from customer service representative to support center director. Courses and Certifications HDI Customer Service Representative HDI Support Center Analyst HDI Desktop Support Technician HDI Support Center Team Lead HDI Support Center Manager HDI Desktop Support Manager HDI Support Center Director Knowledgement Management Foundations: KCS Principals Knowledge-Centered Support Fundamentals Service Management www.itpreneurs.com 237
  • 121. HDI® Customer Service Representative Certificate: HDI Customer Service Representative (HDI-CSR) Duration: 1 day Course Delivery: (Virtual) Classroom Course ID: ISM4110 Language: English Course Description: Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support. HDI Customer Service Representative (HDI-CSR) training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors. Audience: • Support professionals from customer service centers, call centers, and support centers who want to refine their communication skills and learn best practices that can help improve customer experiences. • Individuals who are preparing for the HDI Customer Service Representative Certification exam. Learning Objectives: • How to assess customer business needs and exceed customer expectations. • Critical thinking skills to resolve incidents quickly and consistently. • Active listening skills and effective communication strategies. • How to identify and defuse challenging customer behavior. • An awareness of the core processes and best practices used in service and support. Delivery: Classroom Facilitated by a faculty member, this one-day, public course allows learners to actively participate in exercises and discussions, as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Virtual Classroom These scheduled courses provide participants with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, they interact with the instructor without ever leaving their desk. • Minimize the impact on your daily schedule by only training two hours a day for three days. • Learn only what you need to with targeted, topic-specific courses. • Ask questions and interact with the instructor. Service Management Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the customer service domain. Certification: This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations. About the Examination: The certification exam is based on the HDI Customer Service Representative (HDI-CSR) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline: Module 1: Your Role in the Support Center Module 2: Communication Skills Role of the Customer Service Representative The Communication Process Support Center’s Role in the Business Cultural Sensitivity Total Contact Ownership Vocal Elements Call Handling Procedures Active Listening Quality Assurance Incident Documentation Writing Skills Module 3: Problem-solving and Troubleshooting Skills Module 4: Maximizing Effectiveness Problem-solving and Types of Thinking Your Customer’s Psychological Needs Questioning Skills Handling Conflict Solve Incidents with IMPACT Handling Difficult Customer Behaviors Additional Strategies Stress Management The Power of a Service Attitude Ordering Options: Description Code HDI Customer Service Representative (1 day) ISM4110 HDI Customer Service Representative Exam Online ISM4110XO HDI Customer Service Representative sample exam ISM4110-REF www.itpreneurs.com 239
  • 122. HDI® Customer Service Representative Certificate: HDI Customer Service Representative (HDI-CSR) Duration: 5-6 hours Course Delivery: eLearning Course ID: ISM4110E Language: English Certification: About the Examination: The certification exam is based on the HDI Customer Service Representative (HDI-CSR) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Course Description: Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. HDI Customer Service Representative (HDI-CSR) training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors. Course Outline: Audience: • Support professionals from customer service centers, call centers, and support centers who want to refine their communication skills and learn best practices that can help improve customer experiences. • Individuals who are preparing for the HDI Customer Service Representative Certification exam. Learning Objectives: • How to assess customer business needs and exceed customer expectations. • Critical thinking skills to resolve incidents quickly and consistently. • Active listening skills and effective communication strategies. • How to identify and defuse challenging customer behavior. • An awareness of the core processes and best practices used in service and support. Delivery: eLearning Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas of specific need. They can train from any computer with Internet access, and the course takes about 5-6 hours to complete. Maintain adequate coverage in your support center by staggering training dates. Module 1: Your Role in the Support Center Module 2: Communication Skills Role of the Customer Service Representative The Communication Process Support Center’s Role in the Business Cultural Sensitivity Total Contact Ownership Vocal Elements Call Handling Procedures Active Listening Quality Assurance Incident Documentation Writing Skills Module 3: Problem-solving and Troubleshooting Skills Module 4: Maximizing Effectiveness Problem-solving and Types of Thinking Your Customer’s Psychological Needs Questioning Skills Handling Conflict Solve Incidents with IMPACT Handling Difficult Customer Behaviors Additional Strategies Stress Management The Power of a Service Attitude Ordering Options: Code HDI Customer Service Representative eLearning ISM4110E HDI Customer Service Representative Exam Online • Learn virtually anytime, anyplace, and at any pace. • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations. • Ramp up employees quickly. Courses can be activated in as short as 24 hours. Description ISM4110XO HDI Customer Service Representative sample exam ISM4110-REF Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the customer service domain. Service Management www.itpreneurs.com 241
  • 123. Certification: This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement. HDI® Support Center Analyst Certificate: HDI Support Center Analyst (HDI-SCA) Duration: 2 days Course Delivery: (Virtual) Classroom Course ID: ISM4210 Language: English Credits: Course Description: Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes. Audience: • Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction. • Individuals who are preparing for the HDI Support Center Analyst certification exam. About the Examination: The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Module 2: Strategic Framework The Evolution of the Support Center Strategic Perspective The Role of the Support Analyst Service Level Agreement The Support Center’s Role in the Business Learning Objectives: • The process of incident management, from detection and recording to closure. • Critical thinking skills to resolve incidents quickly and consistently. • The importance of total contact ownership. • An awareness of the core help desk processes and best practices used in service and support centers. • Valuable active listening skills and effective communication strategies. • Proven techniques for improving customer interactions. • Effective support center strategies for managing difficult customers. Module 1: The Evolution of the Support Center Standard Operating Procedures Business Alignment Module 3: Service Delivery Methods and Technology Module 4: Support Center Processes and Operations Service Delivery Methods Best Practices for IT Service Management Telephony Systems ITIL Service Support Service Management Systems Security Management Knowledge Management Quality Assurance Module 5: Call Handling Procedures Module 6: Communication Skills Delivery: Classroom Facilitated by a faculty member, this two-day course allows learners to actively participate in exercises and discussions, as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Total Contact Ownership Communication Process Procedures for Call Handling Cultural Sensitivity Service Management Systems Vocal Elements Module 7: : Problem-Solving and Troubleshooting Skills Module 8: Maximizing Effectiveness Virtual Classroom These scheduled courses provide learners with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, they interact with the instructor without ever leaving their desk. • Minimize the impact on your daily schedule by only training two hours a day for three days. • Learn only what you need to with targeted, topic-specific courses. • Ask questions and interact with the instructor. Problem-Solving and Types of Thinking Your Customer’s Psychological Needs Questioning Skills Handling Conflict Solve Incidents with IMPACT Handling Difficult Customer Behaviors Additional Customer Service Skills Stress Management Root Cause Analysis The Power of a Service Attitude Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the customer service domain. Active Listening Incident Documentation Writing Skills Managing Your Time Managing Your Career Ordering Options: Code HDI Support Center Analyst (2 day) ISM4210 HDI Support Center Analyst Exam Online Service Management Description ISM4210XO HDI Support Center Analyst Sample Exam ISM4210-REF www.itpreneurs.com 243
  • 124. HDI® Support Center Analyst eLearning Certificate: HDI Support Center Analyst (HDI-SCA) Duration: 10-12 hours Course Delivery: eLearning Course ID: ISM4210E Language: English Credits: Course Description: Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes. About the Examination: The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline: Module 1: The Evolution of the Support Center Module 2: Strategic Framework The Evolution of the Support Center Strategic Perspective Audience: • Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction. • Individuals who are preparing for the HDI Support Center Analyst certification exam. The Role of the Support Analyst Service Level Agreement The Support Center’s Role in the Business Standard Operating Procedures Learning Objectives: • The process of incident management, from detection and recording to closure. • Critical thinking skills to resolve incidents quickly and consistently. • The importance of total contact ownership. • An awareness of the core help desk processes and best practices used in service and support centers. • Valuable active listening skills and effective communication strategies. • Proven techniques for improving customer interactions. • Effective support center strategies for managing difficult customers. Delivery: eLearning Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Participants can train from any computer with Internet access, and the course takes about 10-12 hours to complete. • Learn virtually anytime, anyplace, and at any pace. • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations. • Ramp up employees quickly. Courses can be activated in as short as 24 hours. Prerequisites: • There are no formal prerequisites; it is recommended that participants have experience in the customer service domain. Certification: This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement. Service Management Business Alignment Module 3: Service Delivery Methods and Technology Module 4: Support Center Processes and Operations Service Delivery Methods Best Practices for IT Service Management Telephony Systems ITIL Service Support Service Management Systems Security Management Knowledge Management Quality Assurance Module 5: Call Handling Procedures Module 6: Communication Skills Total Contact Ownership Communication Process Procedures for Call Handling Cultural Sensitivity Service Management Systems Vocal Elements Active Listening Incident Documentation Writing Skills Module 7: : Problem-Solving and Troubleshooting Skills Module 8: Maximizing Effectiveness Problem-Solving and Types of Thinking Your Customer’s Psychological Needs Questioning Skills Handling Conflict Solve Incidents with IMPACT Handling Difficult Customer Behaviors Additional Customer Service Skills Stress Management Root Cause Analysis The Power of a Service Attitude Managing Your Time Managing Your Career Ordering Options: Description Code HDI Support Center Analyst eLearning course ISM4210E HDI Support Center Analyst Exam Online ISM4210XO HDI Support Center Analyst Sample Exam ISM4210-REF www.itpreneurs.com 245
  • 125. HDI® Desktop Support Technician Certificate: HDI Desktop Support Technician (HDI-DST) Duration: 2 days Course Delivery: (Virtual) Classroom Course ID: ISM4220 Language: English Course Description: Desktop support professionals spend much of the day visiting customers at their workstations or home offices, providing technical support for many desktop systems. HDI Desktop Support Technician (HDI-DST) training focuses on key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer’s experience. Audience: • Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact. • Individuals who are preparing for the HDI Desktop Support Technician certification exam. Learning Objectives: • Proven techniques for improving on-site customer interaction. • How service level agreements impact workflow and prioritization of requests. • Seven key steps for effective root cause analysis. • The ITIL® processes of incident, problem, change, release, asset, and configuration management. • An overview of security management and knowledge management. • Essential time management and problem-solving skills. • Effective strategies for managing difficult customers. Delivery: Classroom Facilitated by a faculty member, this two-day course allows learners to actively participate in exercises and discussions, as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Certification: This certification verifies that professionals in the desktop support technician role possess the knowledge of customer service and service management processes, as well as the necessary best practices, to provide high quality service and support at the desk-side. About the Examination: The certification exam is based on the HDI Desktop Support Technician (HDI-DST) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Module 1: Support Center Overview Module 2: Strategic Framework The Evolution the Support Center Strategic Perspective The Role of Desktop Support Technician Service Level Agreement The Support Center’s Role in the Business Standard Operating Procedures Business Alignment Module 3: Service Delivery Methods and Technology Module 4: Support Center Processes Service Delivery Methods IT Service Management Telephony Systems ITIL Service Support Service Management Systems Security Management Knowledge Management Quality Assurance Module 5: Customer Management Skills Module 6: Communication Skills Total Contact Ownership The Communication Process Procedures for Call Handling Cultural Sensitivity Procedures for On-Site Visits Vocal Elements Active Listening Body Language Incident Documentation Writing Skills Module 7: Problem-Solving and Troubleshooting Skills Virtual Classroom These scheduled courses provide learners with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, they interact with the instructor without ever leaving their desk. • Minimize the impact on your daily schedule by only training two hours a day for three days. • Learn only what you need to with targeted, topic-specific courses. • Ask questions and interact with the instructor. Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the customer service domain. Module 8: Maximizing Effectiveness Problem-Solving and Types of Thinking Your Customer’s Psychological Needs Questioning Skills Handling Conflict Solve Incidents with IMPACT Difficult Customer Behaviors Additional Customer Service Skills Stress Management Root Cause Analysis The Power of a Service Attitude Managing Your Time Ordering Options: Code HDI Desktop Support Technician (2 day) ISM4220 HDI Desktop Support Technician Exam Online ISM4220XO HDI Desktop Support Technician Sample Exam Service Management Description ISM4220-REF www.itpreneurs.com 247
  • 126. HDI® Desktop Support Technician eLearning Certificate: HDI Desktop Support Technician (HDI-DST) Duration: 10-12 hours Course Delivery: eLearning Course ID: ISM4420E Language: English Course Description: Desktop support professionals spend much of the day visiting customers at their workstations or home offices, providing technical support for many desktop systems. HDI Desktop Support Technician (HDI-DST) training focuses on key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer’s experience. Audience: • Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact. • Individuals who are preparing for the HDI Desktop Support Technician certification exam. Learning Objectives: • Proven techniques for improving on-site customer interaction. • How service level agreements impact workflow and prioritization of requests. • Seven key steps for effective root cause analysis. • The ITIL® processes of incident, problem, change, release, asset, and configuration management. • An overview of security management and knowledge management. • Essential time management and problem-solving skills. • Effective strategies for managing difficult customers. About the Examination: The certification exam is based on the HDI Desktop Support Technician (HDI-DST) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Module 1: Support Center Overview Module 2: Strategic Framework The Evolution the Support Center Strategic Perspective The Role of Desktop Support Technician Service Level Agreement The Support Center’s Role in the Business Standard Operating Procedures Business Alignment Module 3: Service Delivery Methods and Technology Module 4: Support Center Processes Service Delivery Methods IT Service Management Telephony Systems ITIL Service Support Service Management Systems Security Management Knowledge Management Quality Assurance Module 6: Communication Skills Total Contact Ownership The Communication Process Procedures for Call Handling Delivery: eLearning Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas of specific need. They can train from any computer with Internet access, and the course takes about 10-12 hours to complete. • earn virtually anytime, anyplace, and at any pace. L • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations. • Ramp up employees quickly. Courses can be activated in as short as 24 hours. Module 5: Customer Management Skills Cultural Sensitivity Procedures for On-Site Visits Vocal Elements Active Listening Body Language Incident Documentation Writing Skills Certification: This certification verifies that professionals in the desktop support technician role possess the knowledge of customer service and service management processes, as well as the necessary best practices, to provide high quality service and support at the desk-side. Module 8: Maximizing Effectiveness Problem-Solving and Types of Thinking Your Customer’s Psychological Needs Questioning Skills Handling Conflict Solve Incidents with IMPACT Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the customer service domain. Module 7: Problem-Solving and Troubleshooting Skills Difficult Customer Behaviors Additional Customer Service Skills Stress Management Root Cause Analysis The Power of a Service Attitude Managing Your Time Ordering Options: Code HDI Desktop Support Technician eLearning ISM4220E HDI Desktop Support Technician Exam Online ISM4220XO HDI Desktop Support Technician Sample Exam Service Management Description ISM4220-REF www.itpreneurs.com 249
  • 127. HDI® Support Center Team Lead Certificate: HDI Support Center Team Lead (HDI-SCTL) Duration: 2 days Course Delivery: Classroom Course ID: ISM4310 Language: English Course Description: Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer. HDI Support Center Team Lead (HDI-SCTL) training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills. Audience: • Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation. • Individuals who are preparing for the HDI Support Center Team Lead certification exam. Learning Objectives: • Essential team lead management and leadership skills. • The importance of service level agreements, and operating level agreements. • The ITIL® processes of incident, problem, change, release, asset, and configuration management • An overview of security management and knowledge management. • Strategies for managing conflict. • The essentials of people management: hiring, scheduling, evaluating, and retaining employees • An eight-step method for effective coaching. • Proven team-building and motivational techniques. • Essential performance metrics and key performance indicators. Delivery: Classroom Facilitated by a faculty member, this two-day course allows learners to actively participate in exercises and discussions, as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Prerequisites: There are no formal prerequisites. Certification: This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development. Service Management About the Examination: The certification exam is based on the HDI Support Center Team Lead (HDI-SCTL) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Module 1: Support Center Overview Module 2: Business Planning and Strategy The Evolution the Support Center The Role of the Support Center The Role of the Team Lead Management Functions Managing Relationships Strategy of a Support Center Service Level Agreements Standard Operating Procedures Business Alignment Module 3: Support Center Processes Module 4: Service Delivery Methods and Technology IT Service Management Service Delivery Methods ITIL Service Support Telephony Systems Security Management Service Management Systems Knowledge Management Module 5: Recruitment and Training Module 6: Communication and Coaching People Management Communication Skills Recruitment Cultural Sensitivity Sourcing Emotional Intelligence Training Managing Conflict Coaching Module 7: Teamwork and Retention Module 8: Quality Assurance and Marketing Teamwork Quality Assurance Motivation Performance Reporting Performance Management Marketing the Support Center Retention Ordering Options: Description Code HDI Support Centre Team Lead (2 days) ISM4310 HDI Support Centre Team Lead Exam Online ISM4310XO HDI Support Centre Team Lead Sample Exam ISM4310-REF www.itpreneurs.com 251
  • 128. HDI® Support Center Team Lead eLearning Certificate: HDI Support Center Team Lead Duration: 10-12 hours Course Delivery: eLearning Course ID: ISM4310E Language: English Course Description: Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer. HDI Support Center Team Lead (HDI-SCTL) training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills. About the Examination: The certification exam is based on the HDI Support Center Team Lead (HDI-SCTL) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Module 1: Support Center Overview Module 2: Business Planning and Strategy The Evolution the Support Center Strategy of a Support Center Audience: • Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation. • ndividuals who are preparing for the HDI Support Center Team Lead certification exam. I The Role of the Support Center Service Level Agreements The Role of the Team Lead Standard Operating Procedures Management Functions Business Alignment Learning Objectives: • Essential team lead management and leadership skills. • The importance of service level agreements, and operating level agreements. • The ITIL® processes of incident, problem, change, release, asset, and configuration management. • An overview of security management and knowledge management. • Strategies for managing conflict. • The essentials of people management: hiring, scheduling, evaluating, and retaining employees. • An eight-step method for effective coaching. • Proven team-building and motivational techniques. • Essential performance metrics and key performance indicators. Module 3: Support Center Processes Module 4: Service Delivery Methods and Technology IT Service Management Service Delivery Methods ITIL Service Support Telephony Systems Security Management Service Management Systems Delivery: eLearning Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas of specific need. They can train from any computer with Internet access, and the course takes about 10-12 hours to complete. • Learn virtually anytime, anyplace, and at any pace. • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations. • Ramp up employees quickly. Courses can be activated in as short as 24 hours. Prerequisites: There are no formal prerequisites. Certification: This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development. Service Management Managing Relationships Knowledge Management Module 5: Recruitment and Training Module 6: Communication and Coaching People Management Communication Skills Recruitment Cultural Sensitivity Sourcing Emotional Intelligence Training Managing Conflict Coaching Module 7: Teamwork and Retention Module 8: Quality Assurance and Marketing Teamwork Quality Assurance Motivation Performance Reporting Performance Management Marketing the Support Center Retention Ordering Options: Description Code HDI Support Centre Team Lead eLearning ISM4310E HDI Support Centre Team Lead Exam Online ISM4310XO HDI Support Centre Team Lead Sample Exam ISM4310-REF www.itpreneurs.com 253
  • 129. Certification: This certification verifies that the support center manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business. HDI® Support Center Manager Certificate: HDI Support Center Manager (HDI-SCM) Duration: 3 days Course Delivery: (Virtual) Classroom Course ID: ISM4320 Language: English Course Description: Support center managers are responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs. HDI Support Center Manager (HDI-SCM) training explores how the support center’s strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments. Audience: • xperienced technical support professionals who must manage all day-to-day functions as well as master critical E performance, and customer service strategies. • Individuals who are preparing for the HDI Support Center Manager certification exam. Learning Objectives: • Characteristics of an effective support center manager. • How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog. • The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and return on investment. • The relationships between IT service management processes. • The difference between and the importance of strategic, tactical, and operational planning. • Benefits and challenges of self-service technologies. • Processes for building and managing effective security policies. • Staffing models. • The value of outsourcing. • Tactics for screening, hiring, training, and managing high-performance teams. • The metrics and key performance indicators essential to performance reporting. Delivery: Classroom • Facilitated by a faculty member, this three-day course allows learners to actively participate in exercises and discussions as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Virtual Classroom These scheduled courses provide learners with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk. • Minimize the impact on your daily schedule by only training two hours a day for three days. • Learn only what you need to with targeted, topic-specific courses. • Ask questions and interact with the instructor. Prerequisites: There are no formal prerequisites. Service Management About the Examination: The certification exam is based on the HDI Support Center Manager (HDI-SCM) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Module 1: The Support Center Module 2: Effectively Managing Your Support Center Past, Present and Future Support Center Manager Roles and Responsibilities Successful Support Centers Your Role as a Manager Module 3: Support Center Strategic Management Your Role as a Support Center Leader The Strategic Perspective Code of Conduct and the Support Center Building Your Support Center Strategy Effective Communication for a Manager Key Elements of Vision and Mission Statements Communicating Across Cultures The Support Center as Business Conflict Resolution and Negotiations IT Financial Management Managing Stress Quantifying Costs Managing Time Metrics, Benchmarks, and KPIs—A Primer Building Your Team Module 5: Developing Support Center Processes Managing Organizational Change Foundations of Support Center Processes Module 4: Support Center Operations Management Service Level Management How is Support Center Infrastructure Determined? Service Delivery Methods Telephone Infrastructure Self-Healing Technologies Selecting Your Support Center’s Technology SLAs, OLAs, SOPs, and UCs Module 6: Service Support Processes Support and Restore Control and Release Service Delivery Module 8: Managing the Support Center Team Module 7: Metrics and Quality Assurance People Management Evaluating Support Center Processes Workforce Management Performance Management Collecting, Analyzing and Reviewing Data Staffing Professional Development Quality Assurance Programs Sourcing Coaching Measuring Customer Satisfaction Continuous Improvement Quality Assurance Tools and Methods Recruitment Training Retention Module 9: Marketing the Support Center Why Market the Support Ce nter Ordering Options: Description Code HDI Support Centre Manager (3 days) Benefits of Marketing the Support Center Challenges of Marketing the Support Center Marketing Opportunities ISM4320 HDI Support Centre Manager Exam Online How to Market the Support Center ISM4320XO HDI Support Centre Manager Sample Exam ISM4320-REF www.itpreneurs.com 255
  • 130. Course Outline Course ID: ISM4330 Language: English Course Description: Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs. Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments. Module 2: Strategy The Evolution of Support Strategic Perspective Business Alignment Successful Desktop Support SWOT Module 3: IT Financial Management Module 4: Technology and Service Support IT Financial Management Service Desk Infrastructure Cost, Value, and ROI Certificate: HDI Desktop Support Manager (HDI-DSM) Duration: 3 days Course Delivery: Classroom Module 1: Desktop Support Support Center Maturity HDI® Desktop Support Manager Telephony Infrastructure Desktop Support Delivery Methods Service Management Systems Selecting Service Desk Technology Module 5: Service Level Management Module 6: Metrics and Quality Assurance Service Level Management Desktop Support Metrics Data Sources Baselining and Benchmarking Performance Reporting Audience: • Experienced technical support professionals who must manage day-to-day functions of desktop support, as well as master critical performance and customer service strategies. • Individuals who are preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Quality Assurance Programs Measuring Customer Satisfaction Measuring Employee Satisfaction Module 7: Desktop Support Processes Delivery: Classroom Facilitated by a faculty member, this three-day course allows students to actively participate in exercises and discussions as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Prerequisites: There are no formal prerequisites. Certification: This certification verifies that the desktop support manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business. About the Examination: The certification exam is based on the HDI Desktop Support Manager (HDI-DSM) Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Service Management Module 8: Leadership Best Practices for Support Your Responsibilities as a Desktop Support Manager IT Service Management Your Role as Leader The Service Desk Manage Operations Effectively Service Operations Emotional Intelligence Service Design Communication Service Transition Influence & Motivate Knowledge Management Integrity & Service Ethics Growth Module 9: Workforce Management Module 10: Training and Retention Workforce Management Fostering Relationships Staffing Models Teamwork Scheduling Learning Objectives: • Characteristics of an effective desktop support manager • How to create and deliver on service level agreements and operating level agreements • How to align desktop support services with business strategy, objectives, and processes • The importance of the relationships among IT service management processes • Tactics for screening, hiring, training, and leading high-performance teams • How to create an internal marketing culture to promote your desktop support services • The metrics and key performance indicators essential to desktop support performance reporting Coaching Sourcing Peer Mentoring Recruitment Training Rewards, Motivation, Retention Performance Management Career Development Planning Module 11: Promoting Desktop Support What is Marketing? - Creating Internal Marketing - Culture Marketing Opportunities Ordering Options: Description Code HDI Desktop Support Manager (3 days) ISM4330 HDI Desktop Support Manager Exam Online ISM4330XO HDI Desktop Support Manager Sample Exam ISM4330-REF www.itpreneurs.com 257
  • 131. About the Examination: The certification exam is based on the HDI Support Center Director (HDI-SCD) Certification Standard and is delivered online through the HDI Learning Center. HDI® Support Center Director Certificate: HDI Support Center Director (HDI-SCD) Duration: 3 days Course Delivery: Classroom Course ID: ISM4340 Language: English Course Description: Gaining the support of senior management and effectively communicating the pivotal role of the support center are crucial to any support operation’s success. For these reasons, support center directors must serve as support leaders and strategically align the support center with the organization. HDI Support Center Director (HDI-SCD) training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions. Audience: • Seasoned technical service and support leaders who are responsible for their organizations’ overall service delivery and provide strategic direction, financial accountability, and performance reporting. • Individuals who are preparing for the HDI Support Center Director certification exam. Learning Objectives: • Assessment strategies for support center maturity. • How to quantify your support center’s value and maximize return on investment. • Twelve-step process and decision matrix for selecting technologies and vendors. • The requirements of an effective service catalog. • How to align support strategies with business goals and objectives. • Knowledge management processes that can save you time and money. • Strategies for workforce management, coaching, team building, and succession planning. • How to justify a service improvement project with a business case. • Valuable reporting tools: balanced scorecard, morning report, and executive brief. • Selecting the right leading and lagging indicators. Delivery: Classroom Facilitated by a faculty member, this three-day course allows learners to actively participate in exercises and discussions, as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Module 1: Executive Leadership Module 2: Business Planning and Strategy The Role of the Support Center Director Building the Strategy Support Center Maturity SWOT Managing as a Business IT Financial Management Best Practices and Frameworks Cost, Value, and Return on Investment Managing Expectations Module 3: Support Center Processes Module 4: Tools and Technology IT Service Management Technology Strategies ITIL® Service Support Determining Technology Needs ITIL Service Delivery Managing Vendor Relationships Knowledge Management Module 5: Metrics and Quality Assurance Module 6: People Management Operational Metrics Sourcing Strategies Performance Reporting Workforce Management Continuous Improvement Team Building Module 7: Organizational Development Module 8: Marketing the Support Center Managing Organizational Change Promoting Value Global Awareness and Diversity Successful Marketing Service Ethics Module 9: Creating a Business Case The Purpose of a Business Case The Anatomy of a Business Case Presenting the Business Case Ordering Options: Code HDI Support Centre Director (3 days) ISM4340 HDI Support Centre Director Exam Online Prerequisites: There are no formal prerequisites. Description ISM4340XO HDI Support Centre Director Sample Exam ISM4340-REF Certification: This certification verifies that the support center director possesses the knowledge of service management best and common practices necessary to strategically align their department with organizational goals, gain senior management support for service improvements, and promote the support center value. Service Management www.itpreneurs.com 259
  • 132. Knowledge Management Foundations: KCSSM Principles Certificate: Knowlege-Centered Support Principles (KCS) Duration: 3 days Course Delivery: Classroom Course ID: ISM4320 Language: English Credits: Course Description: Knowledge-Centered Support (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management. This course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Support that creates and maintains knowledge as a by-product of the incident management process. This course aligns with the KCS Practices Guide v5.3. Audience: • Support professionals and project managers who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program. • Individuals who are preparing for the Knowledge-Centered Support Principles certification exam. About the Examination: The certification exam is based on the Knowledge Management Foundations: KCS Principles Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Module 1: What Is Knowledge-Centered Support? Module 2: : The Knowledge-Centered Support Model What Is Knowledge-Centered Support? Understanding KCS What Led to the Development of KCS? The KCS Process Why Do You Need KCS? What Are the Benefits of KCS? How Does KCS Align with ITSM? Module 3: Aligning KCS with the Business Module 4: Content Vitality Aligning Business Goals and Objectives What Is Content Vitality? Providing Value with KCS The Content Standard KCS Return on Investment The Content Migration Process Knowledge Monitoring Module 5: KCS Roles and Responsibilities Module 6: The KCS Workflow Who Are the Typical Players in KCS? What Is Workflow? What Is the KCS Competency Model? What Is Structured Problem Solving? Learning Objectives: • How to efficiently create and maintain quality, easy-to-find content in the knowledge base. • A process for monitoring the quality of knowledge. • Ways to motivate staff to use the knowledge base and to effectively assess individual and team contributions. • How you can minimize or eliminate the need for a knowledge engineering function. • How to articulate the value of knowledge management practices for your organization. • A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return. • How to align your knowledge management strategy with ITIL® implementation. • How to identify and avoid the common pitfalls associated with knowledge management. Defining Roles and Competencies Workflow and Technology Delivery: Classroom Facilitated by a faculty member, this three-day course allows learners to actively participate in exercises and discussions, as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Service Management Process Integration Module 8: Leadership and Motivation The KCS Competency Model Leadership Performance Assessment Motivation Rewards and Recognition Defining Purpose Feedback and Reputation Model Promoting Teamwork Module 9: Communication Module 10: Technology Communication Functional Requirements Key Messaging and Elevator Pitches Prerequisites: There are no formal prerequisites. Module 7: Performance Assessment KCS Verified Handling Questions and Objections Delivery Options Module 11: The KCS Adoption Road Map Certification: This certification verifies that support center professionals possess the understanding of the Knowledge-Centered Support (KCS SM) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organization. Additionally, this certification validates that they know how to implement the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process. The KCS Adoption Program Implementation Strategy Adoption Roles Investment In People, Process, and Technology Marketing Opportunities Critical Success Factors Ordering Options: Description Code Knowledge Management Foundations: KCS Principles (3 days) ISM4230 Knowledge Management Foundations: KCS Principles Exam Online ISM4230XO Knowledge Management Foundations: KCS Principles Sample Exam ISM4230-REF www.itpreneurs.com 261
  • 133. Knowledge-Centered Support Fundamentals Certificate: Knowledge-Centered Support Fundamentals Duration: 1 day Course Delivery: (Virtual) Classroom Course ID: ISM4240 Language: English Credits: Course Description: Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution of new ideas, and eliminate redundant work. A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top performing companies and often provides them with a competitive advantage. The Knowledge-Centered Support Fundamentals course provides support center supervisors, managers, and directors with an awareness of knowledge management best practices. Additionally, participants are introduced to fundamental concepts of the Knowledge-Centered Support (KCSSM) methodology. This course can also be used to build internal support for a new knowledge management initiative. Audience: Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative. Learning Objectives: • Knowledge management best practices. • Knowledge-Centered Support concepts and methodology. • The value and benefits of adopting Knowledge-Centered Support. Delivery: Classroom Facilitated by a faculty member, this one-day, public course allows learnerss to actively participate in exercises and discussions, as well as network with peers from other companies. • Maintain adequate coverage in your support center by staggering training dates. • Focus on learning by being out of the office. • Structured discussions facilitate networking and learning from real-world experiences. Certification: This certification is for those individuals who want to demonstrate that they understand KCS practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization. About the Examination: The certification exam is based on the Knowledge-Centered Support Fundamentals Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Session 1: What is KnowledgeCentered Support and Why Do We Need It? Session 2 Session 3 The History of Knowledge-Centered The Knowledge-Centered Support Model Wrapping Up the KCS Methodology Support (KCS) The Double Loop Process Model Performance Assessment The Concepts of KCS Capture in the Workflow Leadership The Benefits of KCS Structure for Reuse Return on Investment Proactive versus Reactive Knowledge Management Searching is Creating Conclusion Registe Just-in-time Solution Quality Workflow Content Vitality Ordering Options: Description Code Knowledge Centre Support Fundamentals (1 day) ISM4240 Virtual Classroom These scheduled courses provide participants with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, they interact with the instructor without ever leaving their desk. • Minimize the impact on your daily schedule by only training two hours a day for three days. • Learn only what you need to with targeted, topic-specific courses. • Ask questions and interact with the instructor. Prerequisites: There are no formal prerequisites. Service Management www.itpreneurs.com 263
  • 134. Knowledge-Centered Support Fundamentals Certificate: Knowledge-Centered Support Fundamentals Duration: 5-6 hours Course Delivery: eLearning Course ID: ISM4240E Language: English Credits: Course Description: Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution of new ideas, and eliminate redundant work. A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top performing companies and often provides them with a competitive advantage. The Knowledge-Centered Support Fundamentals course provides support center supervisors, managers, and directors with an awareness of knowledge management best practices. Additionally, participants are introduced to fundamental concepts of the Knowledge-Centered Support (KCSSM) methodology. This course can also be used to build internal support for a new knowledge management initiative. About the Examination: The certification exam is based on the Knowledge-Centered Support Fundamentals Certification Standard and is delivered online through the HDI Learning Center. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees. Course Outline Session 1: What is KnowledgeCentered Support and Why Do We Need It? Session 2 Session 3 The History of Knowledge-Centered The Knowledge-Centered Support Model Wrapping Up the KCS Methodology Support (KCS) The Double Loop Process Model Performance Assessment The Concepts of KCS Capture in the Workflow Leadership The Benefits of KCS Structure for Reuse Return on Investment Proactive versus Reactive Knowledge Management Searching is Creating Conclusion Registe Just-in-time Solution Quality Workflow Audience: Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative. Content Vitality Ordering Options: Learning Objectives: • Knowledge management best practices. • Knowledge-Centered Support concepts and methodology. • The value and benefits of adopting Knowledge-Centered Support. Description Code Knowledge Centre Support Fundamentals eLearning ISM4240E Delivery: eLearning Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas of specific need. They can train from any computer with Internet access, and the course takes about 5-6 hours to complete.Maintain adequate coverage in your support center by staggering training dates. • Learn virtually anytime, anyplace, and at any pace. • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations. • Ramp up employees quickly. Courses can be activated in as short as 24 hours. Prerequisites: There are no formal prerequisites. Certification: This certification is for those individuals who want to demonstrate that they understand KCS practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization. Service Management www.itpreneurs.com 265
  • 135. Process Improvement TIPA® Quality Management Process Improvement Process Maturity Assessment TIPA (Tudor IT Process Assessment) is the result of seven years’ dedicated research by CRP Henri Tudor in Luxembourg. ITpreneurs acts as the official partner for TIPA training and delivery, as well as managing the official TIPA membership scheme. TIPA for ITIL offers a vendor-neutral and structured framework for process assessment with the purpose of achieving continuous improvement of ITSM processes. TIPA for ITIL provides an organization with an objective and structured view of the current maturity level of its ITSM practices. www.itpreneurs.com 267
  • 136. Process Improvement TIPA® TIPA is an internationally-recognized framework that uses the principles of the ISO/IEC 15504 standard for IT process assessment within an organization. The framework offers a turnkey solution to determine the maturity levels of IT processes that are aligned with IT best practices such as ITIL® and enables process improvements. TIPA provides an organization with an objective, vendorneutral and structured view of the current maturity level of its ITSM practices and helps the organization to identify its strengths, weaknesses and improvement areas, set the objectives for an improvement initiative, and monitor the progress and demonstrate the merits of improvement actions TIPA Membership Professional Membership Organizational Membership Courses and Certifications TIPA Assessor for ITIL® TIPA Lead Assessor Process Improvement www.itpreneurs.com 269
  • 137. TIPA Membership Professional Membership Professional Membership is open to professionals who have successfully completed the TIPA® Assessor or TIPA® Lead Assessor certification exam. These individuals have demonstrated that they have developed the competencies and skills necessary to use TIPA professionally, and want to continue to be engaged with the TIPA framework. Any individual who becomes officially certified as an Assessor becomes automatically eligible for TIPA Professional Membership. Upon successful certification, the individual will be invited to register as a TIPA Professional Member, allowing them to license the TIPA toolbox and receive services such as recognition on the website and updates to the latest updates of the toolbox and the framework. Professional Membership Fee: The professional membership fee covers the cost of the provision of membership and certification services. To maintain the certification and ensure continued services, the membership has to be renewed annually. Note: Professional members can perform TIPA assessments only within their own organizations. To offer TIPA assessment services externally, the organizations have to license TIPA for commercial use, i.e., become an Organizational Member. Organizational Membership Consulting Use License (formerly Organizational Membership) The TIPA consulting use license is designed to recognize and support organizations that wish to use the TIPA framework for commercial purposes. Examples of consulting use licensees are consulting firms, IT Service Providers and software development firms. Membership allows an organization to benefit from the widespread adoption of TIPA. Licensees are organizations that plan to make available a commercial offering based on the TIPA framework or plan to use TIPA in the development of a commercial offering. A commercial offering typically takes form as a service (assessment/consultation). For an organization to be able to apply for a consulting use license and offer a commercial service/product, which includes the TIPA framework, the organization must employ at least one TIPA Lead Assessor. Organizational Membership belongs to the organization (as opposed to Professional Membership, which belongs to a certified individual) and can be retained by the organization as reassignments occur. Single Product Use License The single product use license enables an organization to become the official product licensee of TIPA. This license allows the licensee to develop a single product/software/tool aligned with TIPA for ITIL. This license allows the software company to: • Deploy/integrate the developed tool in unlimited organizations for a period of one year • Access to inputs from the core TIPA team at agreed support rates during development/deployment phase • Right to use the TIPA trademark and logo for commercial purposes • License to use the TIPA in the software environment (including Process Assessment Model, Toolbox) and access to TIPA material updates • Listing on the official TIPA website as a software licensee to develop TIPA compatible services/products for commercial purposes For more details on which fee applies to your company, please write to membership@tipaonline.org. Process Improvement www.itpreneurs.com 271
  • 138. TIPA Assessor for ITIL® Certificate: TIPA Assessor for ITIL Duration: 3 days Course Delivery: (Virtual) Classroom Course ID: PIE1310 Language: English Credits: 21 PDUs, 27 CPEs Course Description: This 3-day course equips the participant with the ability to perform a process-assessment, based on the TIPA methodology for ITIL®, under the leadership of a TIPA Lead Assessor. The course enables participants to make use of the tools provided in the TIPA toolbox, prepares participants to conduct interviews, assess and rate process or processes, determine the current ITSM process maturity, write the assessment report, and provide recommendations for process optimization. During this course, participants will be optimally prepared to take and pass the TIPA Assessor for ITIL Certification Exam and become a Certified TIPA Assessor for ITIL. Audience: The TIPA Assessor course will be of interest to: • Individuals who play a role in assessing and improving ITIL or ITSM processes in an organization and who would like to know how to use TIPA to assess and improve these processes. • Individuals who participate in ITIL implementations in organizations and who are interested in understanding how TIPA can help to measure ITIL process-maturity for capability determination (either in a supplier selection process or as a benchmarking tool). • Individuals who are looking for a turnkey-solution for process assessment to estimate the ROI of ITIL implementations in organizations. • Individuals who have ITIL or ISO/IEC15504 backgrounds and who want to perform the role of an assessor in a TIPA assessment project. • Individuals seeking the TIPA Lead Assessor for ITIL certification, for which this qualification is a prerequisite. • Individuals in typical roles, but not limited to: ITIL/ITSM process owners, process managers, process designers, architects, planners, IT process improvement consultants, internal auditors, IT quality manager, IT security professionals and ITSM trainers involved in the ongoing management, coordination, and integration of ITIL/ITSM processes. Learning Objectives: Upon completion of this course and examination, the participant will gain the following competencies: • Gain a global understanding of standard process assessment (as of ISO/IEC 15504, previously known as SPICE) • Understand the ITSM process descriptions proposed by TIPA, in relation with ITIL and ITIL. • Use the tools provided in the TIPA toolbox to perform each of the activities within the phases of the assessment project • Understand the difference between process purpose, process outcomes, base practices, work products, process attributes and generic practices • Use the TIPA model to conduct interviews • Rate the maturity level of processes based on the interviews against the TIPA rating scale • Perform a SWOT analysis based on evidence found as part of the assessment • Write recommendations according to the context of the organization • Write a report based on templates and structures provided by the TIPA toolbox • Explain the TIPA methodology and process model structure • Know how to apply the structure of ISO/IEC 15504 in relation to ITIL processes Process Improvement Prerequisites: Candidates for this course must: • Hold an ITIL Foundation certificate • Have at least 3 years of experience working in an ITIL/ITSM environment and/or experience in process or maturity assessment. • It is also strongly recommended that candidates: -- Can demonstrate familiarity with IT terminology and understand the context of ITIL/ITSM in their own business environment -- Have exposure working in IT Service Management within a service provider environment -- Possess any of the following additional qualifications (highly desirable): ITIL Expert, ITIL Service Manager, 10 credits accrued through ITIL intermediates Course Organizational Logistics: • A maximum of 12 people can attend this course with one instructor; more students require a second instructor • Classroom with U-shaped seating arrangement, whiteboard, flipchart, projector • Proof of prior ITIL qualification(s) need to be provided prior to the start of the course • Course runs 8:00 A.M. – 5:00 P.M. each day Course Material provided to participant: • Participant Workbook (contains all assignments to be done in class and a practice exam) • Participant Reference Material (course contents including classroom presentations) • Annexure book (includes readings for all assignments, answers to exercises and the practice exam) TIPA Professional Membership for Licensing the Toolbox for Assessor: After completing the course and passing the exam, the candidate must register with TIPA (via www.tipaonline.org) as a TIPA Professional Member, and agree to pay an annual fee that entitles him/her to license the TIPA toolbox for Assessor, and services such as listing on the official website and yearly updates to the Assessor part of the toolbox. Instructions on the registration process will be provided upon successful completion of the exam. More information on membership, cost, terms: http://www.tipaonline.org/membership/professional-membership. Please note that membership fees are not included in course or exam fees. A certified individual automatically becomes eligible to become a TIPA Professional Member. Becoming a member is a simple registration process that follows the certification process and provides access to the TIPA Toolbox for Assessor. Note: Only the toolbox components used by the Assessor are shared after the TIPA Assessor for ITIL course while registering as a TIPA Professional Member. For access to the toolbox for Lead Assessor, the professional needs to complete the Lead Assessor certification and upgrade the membership status on the website. About TIPA Organizational Membership: As a Professional Member with access to the toolbox, the member can only use the TIPA framework and toolbox within his/her own company for internal assessments. To offer assessment services commercially (i.e., to other companies), the professional member’s organization must become a TIPA Organizational Member and license the TIPA Intellectual Property and Trademark for commercial use. Please check the page http://www.tipaonline.org/membership for information pertaining to TIPA Organizational Membership, its benefits and the annual fee applicable, or contact membership@tipaonline.org. About the Examination: www.itpreneurs.com 273
  • 139. • In order for participants to be eligible to take the TIPA Assessor for ITIL Certification exam, they have to participate in an accredited TIPA training course for 3 days. • The exam is a closed book exam with 8 multiple-choice, scenario-based, gradient-scored questions. • Exam duration is a maximum of 90 minutes for all candidates in English (participants whose first language is not English have a maximum of 120 minutes to complete the exam and are allowed to use a dictionary). • Each question will have 4 possible answer options, one of which is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and achieves no marks. • Pass score is 28/40 or 70% Subject Start End Time Unit (in hours) 7 Simulation (cont’d) 8:00 11:30 3:30 8 Exam Preparation/Mock Exam 11:30 12:00 0:30 Lunch 12:00 1:00 1:00 Exam Preparation/Mock Exam 1:00 3:30 2:30 Exam 3:30 5:00 1:30 8 Total 8:00 Classroom Agenda: Day 1 Subject Start End Time Unit (in hours) Course Introduction 8:00 8:30 0:30 1 TIPA for Process Assessment of IT Service Management (includes Assignment 1: Service Level Management Rating of an Interview) 8:30 10:30 2:00 2 Roles in the TIPA Project 10:30 11:00 0:30 3 Definition and Preparation Phases 11:00 12:00 1:00 Lunch 12:00 1:00 1:00 Assessment Phase (includes Assignment 2: Understanding TIPA PAM Extract • Assignment 3: Interview Rating at LARIPS - Part 1 • Assignment 4: Teach-Back Attributes • Assignment 5: Interview Rating at LARIPS - Part 2 • Assignment 6: Process Ratings) 1:00 4:00 4 5:00 Homework (review of day’s material) 1:00 Total (less lunch and homework) 8:00 Day 2 Subject Start End Time Unit (in hours) 4 Assessment Phase 8:00 8:30 0:30 5 Analysis Phase, includes Assignment 7: SWOTs and Recommendations 8:30 10:00 1:30 6 Results Presentation and Closure Phases, includes: Assignment 8: Understanding Assessment Report Assignment 9: Populating Assessment Report Assignment 10: Understanding Assessment Results Presentation Template Assignment 11: Assessment Results Presentation) 10:00 1:30 1:30 7 Simulation 11:30 12:00 0:30 Lunch 12:00 1:00 1:00 Simulation (cont’d) 1:00 4:00 7 5:00 Homework (review of day’s material) 1:00 Total (less lunch and homework) 8:00 Day 3 Process Improvement www.itpreneurs.com 275
  • 140. TIPA Lead Assessor Certificate: TIPA Lead Assessor Duration: 2 days Course Delivery: (Virtual) Classroom Course ID: PIE1410CL Language: English Credits: 14 PDUs, 18 CPEs Course Description: This 2-day course equips the participant with the ability to lead a process-assessment project based on the TIPA framework. The course enables participants to collaborate with executive and top management to define the scope and plan of an assessment project, and define the project-assessment team structure. The participants will be able to use the TIPA tools to monitor progress throughout the project lifecycle, ensure quality of the assessment and present results and recommendations to all relevant stakeholders. At the end of this course, participants will be optimally prepared to take and pass the TIPA Lead Assessor Exam and become a TIPA Lead Assessor. Please note that to become a “Certified TIPA Lead Assessor”, evidence of experience has to be provided to the TIPA governing body (See section, Providing Evidence of Experience on page 3). Audience: Note: To attend a TIPA Lead Assessor course, you must be a certified TIPA Assessor. The TIPA Lead Assessor course will be of interest to: • Certified TIPA Assessors who have gained sufficient experience in executing TIPA assessments and would like to lead TIPA assessment projects. • Assessors (CMMi, ISO/IEC 15504, etc.) who would like to use the TIPA methodology to lead process assessments. • Individuals who play a role in assessing and improving processes in an organization and who would like to organize TIPA process assessment. • Individuals who participate in ITSM implementations in organizations and who are interested in organizing TIPA assessments to measure ITSM process maturity for capability determination (either in a supplier selection process or as a benchmarking tool). • Individuals who are looking for a turnkey-solution for process assessment to estimate the ROI of ITSM implementations in organizations. • Individuals in typical roles, but not limited to: senior consultants, project managers, quality managers, process owners, auditors, IT process improvement consultants. Learning Objectives: Upon completion of this course and examination, the participant will gain the following competencies: • Explain the TIPA assessment methodology to executive/top management and generate buy-in • Provide the cost of the assessment, using TIPA cost estimation tool (for external consultants) • Define the scope of the assessment project along with the top management representatives • Define the structure of the assessment team (roles and responsibilities) and assemble the assessment team • Provide guidance to the Assessment Coordinator and together with him/her, identify the Interviewees • Create the assessment project plan, monitor progress, send regular progress updates to key stakeholders • Define the interview plan • Review the SWOT (Strength, Weakness, Opportunity, and Threat) analysis, recommendations and reports created by the TIPA Assessors and integrate into the Assessment Report • Present results of the assessment and recommendations to the top management • Close the project, review if objectives are met, create lessons-learned log, and plan for improvement of the ITSM process-assessment process • Articulate, in detail, the 6 phases of the assessment project • Use all tools in the TIPA toolbox to perform any or all of the above activities Process Improvement Prerequisites: Candidates for this course must: • Be a Certified TIPA Assessor • Be able to demonstrate through the provision of a resumé that the individual has: -- At least 5 years of experience in IT Service Management -- At least 2 years of experience in process or maturity assessments in at least one of the following: ITIL, CMMi, ISO/ IEC 15504, ISO/IEC 20000, ISO 9001 or COBIT -- t least 3 years of project management experience or equivalent experience in leading teams A • It is strongly recommended that candidate has any of the following additional qualifications: ITIL Expert, ITIL Service Manager, 10 credits accrued through ITIL intermediates After completing the course and passing the exam, the candidate must register with TIPA (via www.tipaonline.org) as a TIPA Professional Member. Note: As a certified TIPA Assessor for ITIL, now completing the Lead Assessor course, you are expected to be a Professional Member in good standing. Registering as a Professional Member entails agreeing to pay an annual fee that entitles him/her to receive license to the TIPA toolbox for Lead Assessor, and services such as listing on the official website and yearly updates to the complete toolbox. For more information, see http://www.tipaonline.org/membership/professional-membership. After registration, the “Lead Assessor” status is granted to the candidate and the person’s name will be listed on the TIPA website as a “TIPA Lead Assessor” and the TIPA toolbox will be licensed to the individual. The “Certified TIPA Lead Assessor” status and the corresponding certificate will be awarded once the candidate can demonstrate evidence of experience in performing assessments as detailed below. The difference between a TIPA Lead Assessor and Certified TIPA Lead Assessor will be indicated on the website. Providing Evidence of Experience: In order to adhere to the highest quality standards for TIPA Assessments, the TIPA Certification Body stipulates the following condition be satisfied by the “TIPA Lead Assessor” before the status of “Certified TIPA Lead Assessor” is granted: • Evidence of three TIPA assessments performed, of which two performed as Lead Assessor; covering a total of ten process instances. Or, • Evidence of two TIPA assessments performed as Lead Assessor, if one of them is coached or supervised by a Certified TIPA Lead Assessor; covering a total of six process instances. The reporting will be facilitated through the TIPA member section on the official website and will include providing the name and organization where the assessment is performed, contact details of the organization’s representative, name of Lead Assessor, name of Certified TIPA Lead Assessor (if applicable) and number of process instances assessed. Candidates already holding one of the following qualifications do not have to report additional evidence of experience and will be directly awarded the Certified TIPA Lead Assessor status: • ScampiTM Lead Appraiser • IntacsTM Certified Competent or Principal Assessor • IntRSATM Certified Assessor or Principal Assessor Maintaining the Certification: Maintaining the TIPA Lead Assessor status ensures the (ongoing) official backing of the TIPA Certification Body (governed by the accreditor, CRP Henri Tudor) and provision of continued certification services for the individual, such as being listed on the official site as a Lead Assessor and receiving updates to the toolbox. Renewal of the Lead Assessor status is done by renewing the TIPA Professional Membership. www.itpreneurs.com 277
  • 141. Course Organizational Logistics: • A maximum of 12 people can attend this course with one instructor; more students require a second instructor • Classroom with U-shaped seating arrangement, whiteboard, flipchart, projector • Course runs 9:00 a.m. – 6:30 p.m. each day Course Materials Provided to Participant: Participants receive copies of: • Student Workbook (contains all assignments to be done in class and a practice exam) • Student Reference Material (course contents including classroom presentations) • Annexure (includes readings for all assignments, and answers to exercises and the practice exam) TIPA Professional Membership for Licensing the Toolbox for Lead Assessor: Participants will receive all tools and Intellectual Property necessary to lead TIPA assessments after registering on the website as a TIPA Professional Member. As a certified TIPA Assessor now taking the Lead Assessor course, the candidate is expected to be a professional member in good standing—guidance will be provided upon successful completion of the Lead Assessor exam to upgrade membership to Lead Assessor status, pay the additional membership fee applicable for a Lead Assessor, and download the toolbox for Lead Assessor. More information on membership, cost, terms: http://www.tipaonline.org/membership/professional-membership Please note that membership fees are not included in course or exam fees. About TIPA Organizational Membership: As a Professional Member with access to the toolbox, the member can only use the TIPA framework and toolbox within his/her own company for internal assessments. To offer assessment services commercially (i.e., to other companies), the professional member’s organization must become a TIPA Organizational Member and license the TIPA Intellectual Property and Trademark for commercial use. Please check the page http://www.tipaonline.org/membership for information pertaining to TIPA Organizational Membership, its benefits and the annual fee applicable, or contact membership@tipaonline.org. About the Examination: • In order for participants to be eligible to take the TIPA Lead Assessor certification exam, they have to participate in an accredited TIPA training course for 2 days. • The exam is a closed book exam with 8 multiple-choice, scenario based, gradient scored questions. • Exam duration is maximum 90 minutes for all candidates in English (participants whose first language is not English have a maximum of 120 minutes to complete the exam and are allowed to use a dictionary). • Each question will have 4 possible answer options, one of which is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and achieves no marks. • Pass score is 28/40 or 70%. Process Improvement Classroom Agenda: Day 1 Unit Subject Start Time End time Tme (in hours) 0 Course Introduction 9:00 A.M. 9:30 A.M. 0.5 1 Organization of a TIPA Assessment Project includes: • Assignment 1: TIPA Roles • Assignment 2: Categories of Tools • Assignment 3: Toolbox overview • Assignment 4: Main Outputs) 9:30 A.M. 10:30 A.M. 1.0 2 Responsibilities of the Lead Assessor (includes Assignment 5: Discover Tool T4 in Toolbox) 10:30 A.M. 11:00 A.M 0.5 Definition Phase • includes Assignment 6: Select processes to be assessed • Assignment 7: Discover Tool T2 in Toolbox • Assignment 8: Discover Tool T5 in Toolbox • Assignment 9: Discover Tool T6 in Toolbox • Assignment 10: Case study FinTRUST - Context • Discovery • Assignment 11: Discover Tool T9 in Toolbox • Assignment 12: FinTRUST - Scope Agreement • Assignment 13: Complete the workflow of the Definition Phase 11:00 A.M. 1:30 P.M. 2.5 1:30 P.M. 2:30 P.M. 1.0 2:30 P.M. 4:45 P.M. 2.15 4:45 P.M. Assessment and Analysis Phases includes Assignment 20: Discover Tool T15 in Toolbox • Assignment 21: Components of the Assessment Phase • Assignment 22: Complete the workflow of the • Assessment Phase 5:30 P.M. 0.45 Lunch Preparation Phase includes Assignment 14: Discover Tool T11 • Assignment 15: Case study FinTRUST - Prepare the • Process Rating Sheet • Assignment 16: Discover Tool T13 in Toolbox • Assignment 17: FinTRUST - Interview Plan • Assignment 18: Components of the Preparation Phase • Assignment 19: FinTRUST - Kickoff meeting www.itpreneurs.com 279
  • 142. Day 2 Unit Subject Start Time End time 6 Results Presentation Phase Includes Assignment 23: Discover Tool T16 in Toolbox • Assignment 24: Discover Tool T17 in Toolbox • Assignment 25: FinTRUST - Overall Profile • Assignment 26: Discover Tool T18 in Toolbox • Assignment 27: FinTRUST - Results Presentation 9:00 a.m. 7 Assessment Closure Phase includes Assignment 28: Discover Tool T19 in Toolbox • Assignment 29: Discover Tool T20 in Toolbox 11:15 a.m. 1:00 p.m. 0.45 8 Improvement Cycle 12:15 p.m. 11:00 a.m 0.5 1:30 p.m. 2:30 p.m. 1.0 Mock Exam 2:00 p.m. 3:30 p.m. 1.5 Exam 3:30 p.m. 5:30 p.m. 2.0 Total - - 8.5 Total (less lunch) - - 7.5 Lunch 9 Tme (in hours) 11:15 a.m. 2.15 This product includes TIPA, which is used by permission of the Centre de Recherche Public Henri Tudor. All rights reserved. Process Improvement www.itpreneurs.com 281
  • 143. Project and Program Management PRINCE2® PMP® Agile/Scrum Project Management Simulation ITpreneurs offers the most comprehensive Portfolio of Project and Program Management education. High-quality competence development courses are delivered for several frameworks and certifications, including PRINCE2®, PMI-ACP®, PMP® and CSM and CSPO. www.itpreneurs.com 283
  • 144. Project and Program Management PRINCE2® ITpreneurs PRINCE2 courses are comprehensive, high quality and in line with the latest version of PRINCE2. Our courses provide an optimal mix of theory, interactive case studies, assignments, additional reading, and exam preparation. Delivery formats are available in a wide variety, which provides every candidate with the optimal preparation for passing the APMG PRINCE2 exam. Our PRINCE2 learning tracks offer maximum flexibility to educate groups of candidates, as these tracks can be tailored to the specific needs of organizations. Courses & Certifications Prince2 Foundation Classroom PRINCE2 Foundation eLearning PRINCE2 Practitioner Classroom PRINCE2® is a registered trade mark of AXELOS Limited. Project and Program Management www.itpreneurs.com 285
  • 145. Prince2 Foundation Classroom Certificate: PRINCE2 Foundation Duration: 2-5 hour self-study, 3 day classroom Course Delivery: Classroom Course ID: PPM1210 Language: English Credits: 21 PDUs Course Description: PRINCE2® (Projects IN Controlled Environments) provides common processes, management products, roles, and language for use throughout an organization’s projects. PRINCE2 is the most successful Project Management method in the world — it has become the de facto standard in both the private and public sectors. This course is aimed at people who work, or would like to work, on projects on a daily basis. This course is designed to provide you with that information and working-level understanding of structured Project Management, as presented in PRINCE2. At the end of this course, you will be able to use this knowledge to manage a project and pass the APMG PRINCE2 Foundation examination. Course Material: • Copy of the classroom presentation material, practice exam, case study, homework, and assignments. • A PDF with pre-course reading materials that sets the scene for what you can expect from the course and allows you to check your current level of readiness. • Optional reading material (recommended) Managing Successful Projects with PRINCE2: 2009 Edition, ISBN: 0113310595 (not included with course learner material). Examination: • The exam is in multiple-choice format, with 75 questions per paper • Five questions are marked as trial and not counted in the score • You require 35 marks (out of 70) to pass - 50% Agenda: Self-Study Classroom Day1 Day2 Homework Review Self-study pre-course materials 1. Introduction 2. Principles, Themes, and Processes Day3 10. Sample Exams 5. Quality 11. Review of Themes Using Processes 6. Plans Audience: • Those considering adopting PRINCE2 • Project managers • Project team managers and leaders • Project coordinators • Project support staff • Project officers • Consultants and contractors Learning Objectives: At the end of this course, you will understand: • The principles of the PRINCE2 Project Management method • How to start, control, and close projects • How to manage quality • How to manage risk • How to deliver projects on time, within budget, and to the specified business case • How to tailor PRINCE2 to different project environments Prerequisites: There are no formal prerequisites Why PRINCE2 Training Course: • ITpreneurs provides you with quality training materials and a unique learning experience. Your course workbook includes everything you need to prepare for and successfully pass the exam. You receive pre-course reading materials that help you understand the basics in an interactive and fun way, even before you come to the class. • PRINCE2 training courses are presented by APMG-approved instructors, who have undergone a stringent quality assessment as part of the approval process. • Training materials are up to date and in line with the most recent version of PRINCE2 - PRINCE2:2009. • ITpreneurs works with a global network of partners to deliver PRINCE2 training courses; this means that almost certainly, there is a partner in your area, and we can deliver courses in your language. Project and Program Management Lunch 3. Business Case 7. Risk 12. Review of Themes Using Processes (Contd.) 4. Organization 8. Change 13. (Optional) PRINCE2 Foundation Exam 9. Progress and Exam Tips Homework Additional Courses of Interest: • The PRINCE2 Practitioner course will help you apply and tailor PRINCE2 to the needs and problems of a given project scenario. This 2-day course is the logical next step after the Foundation course and is typically conducted immediately after the Foundation course (in the same week). • The ITIL Foundation course focuses on providing knowledge and comprehension of the key concepts, structure, terminology, and processes of ITIL. This course will help you master ITIL at the Foundation level and prepares you for the Foundation Exam. ITpreneurs Training Material Accreditation Status ITpreneurs is an Accredited Training Organization for PRINCE2 Ordering Options: Description Code PRINCE2 Foundation Course – Material printed by ITpreneurs PPM1210MPI PRINCE2 Foundation Course – Materials printed by partners PPM1210MPP PRINCE2 Foundation Course – Online exam PPM1210XO PRINCE2 Foundation Course – Paper exam PPM1210XP PRINCE2 Foundation Course – Instructor PPM1210I www.itpreneurs.com 287
  • 146. PRINCE2 Foundation eLearning Certificate: PRINCE2 Foundation Duration: 18-hour online, self-paced Course Delivery: Web-based eLearning Course ID: PPM1210E Language: English Credits: 18 PDUs Course Description: This PRINCE2® Foundation eLearning course is aimed at people who work on projects every day and who benefit from a working-level understanding of structured project management, as presented in PRojects IN Controlled Environments (PRINCE2). At the end of this course, you will be able to use PRINCE2 to manage a project and to pass the APMG PRINCE2 Foundation examination. The course provides a modular and case-study-driven approach to learning PRINCE2; the core knowledge is structured, comprehensive and well-rounded modules. A case study runs through the course and relates PRINCE2 to reality by presenting real-life situations and challenges. PRINCE2 provides common processes, management products, roles, and language for use throughout an organization’s projects. PRINCE2 is the most successful project management method in the world – it has become the de-facto standard in both the private and public sectors for all types of projects. Audience: • Those considering PRINCE2 adoption • Project Managers • Project Team Managers and leaders • Project Coordinators • Project Support Staff • Project Officers • Consultants and Contractors Learning Objectives: The course provides an understanding of: • The principles of the PRINCE2 project management method • How to start, control, and close projects • How to manage quality • How to manage risk • How to deliver projects on time, within budget, and to specified business case • How to tailor PRINCE2 to different project environments Prerequisites: There are no formal prerequisites. Why PRINCE2 eLearning Course: • Quality content and procedures: ITpreneurs is an Accredited Training Organization for PRINCE2 and meets all the quality conditions required for delivering consistent quality and solid PRINCE2 courses. • Learn to apply: The PRINCE2 eLearning course provides the most exciting way of learning by applying a case study throughout the course. As a Project Manager, your services are needed to help a virtual organization manage a complex project and apply PRINCE2 in all stages of the project. • Modular: This course provides 16 modules that can be taken at any time and at your own pace. The modules are wellrounded blocks of information, making the learning experience smooth and easy. • Classroom or eLearning: In case eLearning is not the best fit for you, alternatives are available. ITpreneurs also provides classroom, virtual classroom, or blended learning options in various languages. • Relevant: Training materials are up to date and in line with the most recent version of PRINCE2 — PRINCE2:2009. Course Material: • Unlimited access is provided for 90 days to the PRINCE2 Foundation eLearning course via a Web browser. • Two sample exams are included in the course, allowing you to prepare for taking on the PRINCE2 Foundation Examination. • This comprehensive training program does not require you to purchase any additional books or manuals; the content is sufficient to prepare for and pass the exam. • A tool kit is included with sample management documents, such as a template project plan, business case document, and so on. Examination: • The exam is in multiple-choice format, with 75 questions per paper • Five questions are marked as trial and not counted in the score • You require 35 marks (out of 70) to pass — 50% • The exam can be taken at an open exam center or under controlled conditions at your office. The ITpreneurs Exams Team can facilitate the exam process. Course Modules: • Module 1 – Course Introduction • Module 2 – Organization • Module 3 – Business Case • Module 4 – Risks • Module 5 – Plans • Module 6 – Quality • Module 7 – Change • Module 8 – Progress • Module 9 – Starting Up • Module 10 – Initiating a Project • Module 11 – Directing a Project • Module 12 – Managing a Stage Boundary • Module 13 – Controlling a Stage • Module 14 – Managing Product Delivery • Module 15 – Closing a Project • Module 16 – Exam Preparation Module Ordering Options: Description PRINCE2 Foundation eLearning Course PPM1210E PRINCE2 Foundation Course – Online exam PPM1210XO PRINCE2 Foundation Course – Paper exam Project and Program Management Code PPM1210XP www.itpreneurs.com 289
  • 147. PRINCE2 Practitioner Certificate: PRINCE2 Practitioner Duration: 2-day classroom Course Delivery: (Virtual) Classroom, Exam Course ID: PPM1310 Language: English Credits: 14 PDUs Description: PRINCE2® (PRojects IN Controlled Environments) provides common processes, management products, roles, and language for use throughout an organization’s projects. PRINCE2 is the most successful Project Management method in the world — it has become the de facto standard in both the private and public sectors. This course is aimed at people who work, or would like to work, on projects on a daily basis. It provides practical knowledge on how to manage projects using the PRINCE2 method. Successful delegates will gain certification at the Practitioner level. Audience: Those considering adopting PRINCE2: • Project Managers • Project Team Managers and Leaders • Project Coordinators • Project Support Staff • Project Officers • Consultants and Contractors Learning Objectives: At the end of this course, you will understand: • Understand and apply the PRINCE2 Project Management method • Understand the implications of using and implementing PRINCE2 • Apply the principles of PRINCE2 to projects • Manage quality, risks, and benefits • Deliver projects on time, within budget, and to the specified business case • Tailor PRINCE2 to different project environments Prerequisites: PRINCE2 Foundation certification Why PRINCE2 Training Course: • ITpreneurs provides you with quality training materials and a unique learning experience. Your course workbook includes everything you need to prepare for and successfully pass the exam. • PRINCE2 Training courses are presented by APMG-approved instructors, who have undergone a stringent quality assessment as part of the approval process. • Training materials are up to date and in line with the most recent version of PRINCE2 — PRINCE2:2009. • ITpreneurs works with a global network of partners to deliver PRINCE2 training courses; this means that almost certainly there is a partner in your area, and we can deliver courses in your language. Course Material: • Copy of the classroom presentation material, practice exam, case study, homework, and assignments. • Optional reading material (recommended) Managing Successful Projects with PRINCE2: 2009 Edition, ISBN: 0113310595 (not included with course learner material). This book may be used during the Practitioner Exam. Examination: • The exam is based on an objective testing format. You will receive nine questions, with 12 marks available per question; all question items will be worth one mark, making the total number of marks available per paper = 108 • 2.5 hours allowed (no reading time has been added) • Open book exam (manual only) • 59 marks (out of 108 available) required to pass — 55% Agenda: Pre-Course Day1 Day2 Complete Sample Exam 1 1. Introduction 4. Review/Practice Exam 2 2. Exam Tips, Exam Techniques Lunch 3. Review/Practice Exam 1 5. Practitioner Exam Homework Sample Exam 2 PRINCE2 Practitioner Re-Registration Exam The PRINCE2 Examination Board has determined that all PRINCE2 Practitioners should be re-registered within 3-5 calendar years of their original certification. This re-registration comprises a 1-hour examination set at the same standard as the Practitioner examination. About the Re-Registration Exam: • Objective testing • 3 questions - 10 question items per question, each worth one mark • 17 marks or more required to pass (out of 30 available) - 55% • 1 hour (60 minute) duration, no additional reading time • Open book exam (official PRINCE2 manual only). Additional Courses of Interest: • The ITIL Foundation course focuses on providing knowledge and comprehension of the key concepts, structure, terminology, and processes of ITIL. This course will help you master ITIL at the Foundation level and prepares you for the Foundation Exam. • The ITIL Intermediate level offers two principle streams of education, Lifecycle and Capability — each with its own series of certifications — and a final rationalization module, Managing Across the Lifecycle. Each of the Intermediate certifications provides participants with the knowledge, skills, and competencies required to apply or manage the application of specific areas of ITIL best practices in a Service Management environment. ITpreneurs Training Material Accreditation Status ITpreneurs is an Accredited Training Organization for PRINCE2 Ordering Options: Code PRINCE2 Practitioner Course – Material printed by ITpreneurs PPM1310MPI PRINCE2 Practitioner Course – Materials printed by partners PPM1310MPP PRINCE2 Practitioner Course – Online exam PPM1310XO PRINCE2 Practitioner Course – Paper exam PPM1310XP PRINCE2 Practitioner Course – Instructor Project and Program Management Description PPM1310I www.itpreneurs.com 291
  • 148. Project and Program Management PMP® ITpreneurs PMP® courses are comprehensive, high quality and in line with the latest version of the PMBOK guide. Our courses provide an optimal mix of theory, assignments, additional reading and exam preparation. A variety of delivery formats is available, which provides every candidate with the optimal preparation for passing the PMI PMP® exam. The PMP® courses are aimed at people who work, or would like to work, on projects on a daily basis and would like to achieve the PMP® Certification. Our PMP® learning tracks offer maximum flexibility to educate groups of candidates, as these tracks can be tailored to the specific needs of organizations. Courses & Certifications PMP® Exam Preparation eLearning PMP® Exam Preparation Classroom PMI® is a service and trademark of the Project Management Institute, Inc. which is registered in the United States and other nations. PMP® and the PMP logo are certification marks of the Project Management Institute which are registered in the United States and other nations. PMBOK® is a trademark of the Project Management Institute, Inc. which is registered in the United States and other nations. Project and Program Management www.itpreneurs.com 293
  • 149. PMP® Exam Preparation eLearning Certificate: PMP® Duration: 4 Days, 35 hours Course Delivery: Self-paced eLearning Course ID: PPM3210E Language: English Credits: 35 PDUs, 35 CPEs PMI’s Project Management Professional (PMP®) credential is the most important, industry-recognized certification for project managers. Globally recognized and demanded, the PMP® credential demonstrates that you have the experience, education and competency to successfully lead and direct projects. For corporate customers there is a special Blended Program that saves 50% employee away time. More information on the Blended Program can be requested from your ITpreneurs Contact Person. The ITpreneurs 35-hour, eLearning PMP® Exam Preparation Course provides a high quality training program that prepares candidates to both pass the PMP® exam, as well as learn to apply the PMBOK® in real life. PMP® candidates are encouraged to enhance their learning experience by completing Sharkworld. This online, interactive project management simulation puts participants in the role of a project manager for a fictional company. You are challenged with the task to build the largest “shark aquarium” in the world. Faced with sharp deadlines and performance expectations, you have to manage the project by planning, negotiating and communicating with all of the stakeholders involved. Sharkworld received the following awards: Japan Prize 2009 1st Prize Continuing Education Category Accenture Award 2009 Best Gaming Concept European Innovative Games Award 2008 1st Prize Dutch Game Award 2008 1st Prize Best Serious Game Course Description: This eLearning course is aimed at people who work, or would like to work, on projects on a daily basis and would like to achieve the PMP® Certification. Specifically, this course is for project managers who want to master the Project Management Body Of Knowledge (PMBOK®) and improve their skills in managing projects. The ITpreneurs approach to project management education is application driven. You will be immersed in project management through the use of a comprehensive case study, exercises, examples and war stories. At the end of this program, you will be able to pass the exam and at the same time know how to use PMBOK® in practice in the position of a project management professional. Audience: • Those considering adopting the PMI Project Management Body of Knowledge • Project managers • Project team managers and leaders • Project coordinators • Project support staff • Project assurance staff • Project officers • Consultants and contractors Logistics: • Each learner is required to have his or her own license; login information cannot be shared • Access to the program is available for 90 days • Instructor support can be available when a group of candidates is scheduled to take an eLearning course. Individual instructor support is optional as well. • The content of the course is SCORM or AICC compliant, and can run in your corporate Learning Management System if desired. Prerequisites: There are no formal prerequisites for participating in the PMP® Exam Preparation course, however there are specific prerequisites prior to scheduling the PMP® exam. Course preparation: Learners need to do a pre-course assessment of 40 sample exam questions before starting with the eLearning. You will receive online access to the pre-course assessment. Eligibility Requirements for Registering for the PMP Exam: Educational background Project Management Experience Project Management Education Secondary degree (High School) Minimum of five years / 60 months of unique 35 hours of formal education non-overlapping professional management experience during which at least 7,500 hours were spent leading and directing project tasks Four-year degree (Bachelor’s) Minimum three years/36 months unique non-overlapping professional project management experience during which at least 4,500 hours were spent leading and directing project tasks 35 hours of formal education Learning Objectives: At the end of this course, you will: • Pass the PMP® Exam and become a certified project management professional (PMP®). • Gain the skills and knowledge of project management based on the PMBOK® Guide and other appropriate This program contains 15 highly interactive, and modular course units. You can start and stop at any time and review modules as often as you want. The course is enriched with animations and exercises and is fully audio-supported. Through a series of sample-exam questions you will be optimally prepared to take and pass the exam. Project and Program Management www.itpreneurs.com 295
  • 150. references. • Use the tools and techniques you learned while studying for the PMP exam. • Apply project management techniques useful in the real world. • Share a common lexicon of project management terms and principles. eLearning Modules Pre-Course Online Assessment Pre-Course Online Mock Exam (40 questions, 1 hour, will be discussed in class at Day 1) Modules 1. Course Introduction 2. Guidelines for the PMP Exam 3. Project Management Framework 4. Project Integration Management 5. Project Scope Management 6. Project Time Management 7. Project Cost Management 8. Project Quality Management 9. Project Human Resource Management • The time allotted to complete the exam is four hours, the exam is computerbased. Pass/Fail results are provided at the conclusion of the exam. • There are no scheduled breaks during the exam, although candidates are allowed to take a break(s), if needed; however, during the break the clock continues to count down. • Enrolling and paying for exams is done directly through PMI. Training companies are not able to sell exam vouchers. For more information, download the PMP® Exam FAQ document or review the PMI PMP® handbook. More Information To find more detailed information on the PMP® Exam and the application process, please review the PMI PMP® Handbook. Other Courses of Interest: • The Certified ScrumMaster course enables learners to become great Scrum Team Members and to successfully implement Scrum Projects in organizations. • The PRINCE2 Foundation course prepares candidates to take and pass the PRINCE2 Foundation exam. • The ITIL Foundation course focuses on providing knowledge and comprehension of the key concepts, structure, terminology, and processes of ITIL. This course will help you master ITIL at the Foundation level and prepares you for the ITIL Foundation exam. 10. Project Communications ManagemenT 11. Project Risk Management 12. Project Procurement Management PMBOK Guide The PMP Exam Preperation eLearning is based on the PMBOK Guide Fifth Edition. 13. Project Stakeholder Management 14. Professional Responsibility 15. Course Wrap-Up Post-Course Online Assessment Online Post-Course Mock Exam 1 (200 questions, 4 hours) Online Post-Course Mock Exam 2 (200 questions, 4 hours) Why Select an ITpreneurs PMP® Exam Preparation Training Course: • ITpreneurs provides you with comprehensive training materials and a unique learning experience. Your eLearning program includes everything you need to pass the exam. • This course provides 15 modules that can be taken at any time and at your own pace. The modules are wellrounded blocks of information, making the learning experience smooth and easy. • ITpreneurs works with a global network of partners to deliver PMP® training courses; this means that, there is always a partner in your area, and we can (generally) deliver courses in your own language, if English is not your first language. About the Examination: • The PMP® examination is comprised of 200 multiple-choice questions. Of the 200 questions, 25 are considered pretest questions. Pretest questions do not affect the score and are used in examinations, as an effective and legitimate way to test the validity of future examination questions. All pretest questions are unmarked and randomly placed throughout the examination. The 200 questions cover the vast body of project management terms, concepts, principles, and application. Project and Program Management www.itpreneurs.com 297
  • 151. This program contains 15 highly interactive, and modular course units. The course is enriched with engaging questions from real-life project situations. Through a series of sample-exam questions you will be optimally prepared to take and pass the exam. PMP® Exam Preparation Classroom Certificate: PMP® Duration: 4 days (35 hours) Course Delivery: (Virtual) Classroom, Blended Course ID: PPM3210 Language: English Credits: 35 PDUs, 35 CPEs PMI’s Project Management Professional (PMP®) credential is the most important, industry-recognized certification for project managers. Globally recognized and demanded, the PMP® credential demonstrates that you have the experience, education and competency to successfully lead and direct projects. For corporate customers there is a special Blended Program that saves 50% employee away time. More information on the Blended Program can be requested from your ITpreneurs Contact Person. The ITpreneurs 35-hour, eLearning PMP® Exam Preparation Course provides a high quality training program that prepares candidates to both pass the PMP® exam, as well as learn to apply the PMBOK® in real life. PMP® candidates are encouraged to enhance their learning experience by completing Sharkworld. This online, interactive project management simulation puts participants in the role of a project manager for a fictional company. You are challenged with the task to build the largest “shark aquarium” in the world. Faced with sharp deadlines and performance expectations, you have to manage the project by planning, negotiating and communicating with all of the stakeholders involved. Audience: • Those considering adopting the PMI Project Management Body of Knowledge • Project managers • Project team managers and leaders • Project coordinators • Project support staff • Project assurance staff • Project officers • Consultants and contractors Prerequisites: There are no formal prerequisites for participating in the PMP® Exam Preparation course, however, there are specific prerequisites prior to scheduling the PMP® exam. Course preparation: Learners need to do a pre-course assessment of 40 sample exam questions before starting with the Classroom. You will receive online access to the pre-course assessment and are expected to have finished the 40 questions when coming to class the first day. Eligibility requirements for registering for the PMP® exam: Educational background European Innovative Games Award 2008 1st Prize 35 hours of formal education Minimum three years/36 months unique, non-overlapping professional project management experience during which at least 4,500 hours were spent leading and directing project tasks 35 hours of formal education Accenture Award 2009 Best Gaming Concept Dutch Game Award 2008 1st Prize Best Serious Game Course Description: This Classroom course is aimed at people who work, or would like to work, on projects on a daily basis and would like to achieve the PMP® Certification. More specifically, this course is for project managers who want to master the Project Management Body Of Knowledge (PMBOK®) and improve their skills in managing projects. The ITpreneurs approach to project management education is application driven. You will be immersed in project management through use of a comprehensive case study, exercises, examples and war stories. At the end of this program, you will be able to pass the exam and at the same time know how to use PMBOK® in practice as a project management professional. Project and Program Management Project Management Education Minimum of five years/60 months of unique, non-overlapping professional management experience during which at least 7,500 hours were spent leading and directing project tasks Four-year degree (Bachelor’s) Japan Prize 2009 1st Prize Continuing Education Category Project Management Experience Secondary degree (High School) Sharkworld received the following awards: Learning Objectives: At the end of this course, you will: • Be able to pass the PMP® Exam become a certified project management professional (PMP®) • Gain the skills and knowledge of project management based on the PMBOK® Guide and real-life project management practices • Know how to use the tools and techniques you learned while studying for the PMP® exam • Apply project management techniques useful in the real world • Share a common lexicon of project management terms and principles www.itpreneurs.com 299
  • 152. Classroom Agenda Pre-Course Online Assessment Pre-Course Online Mock Exam (40 questions, 1 hour, will be discussed in class at Day 1) Day 1 Day 2 1. Course Introduction 5. Project Scope Management (continued) 2. Guidelines for the PMP® Exam Preparation 6. Project Time Management 3. Project Management Framework 7. Project Cost Management 4. Project Integration Management 8. Project Quality Management 5. Project Scope Management Day 3 Day 4 8. Project Quality Management (continued) 11. Project Risk Management 9. Project Human Resource Management 12. Project Procurement Management 10. Project Communication management 13. Project Stakeholder Management More Information To find more detailed information on the PMP® Exam and the application process, please review the PMI PMP® Handbook. Other Courses of Interest: • The Certified ScrumMaster course enables learners to become great Scrum Team Members and to successfully implement Scrum Projects in organizations. • The PRINCE2 Foundation course prepares candidates to take and pass the PRINCE2 Foundation exam. The ITIL Foundation course focuses on providing knowledge and comprehension of the key concepts, structure, terminology, and processes of ITIL. This course will help you master ITIL at the Foundation level and prepare you for the ITIL Foundation Exam. PMBOK Guide The PMP Exam Preperation eLearning is based on the PMBOK Guide Fifth Edition 14. Professional Responsibility 15. Course Wrap-Up Post-Course Online Assessment Online Post-Course Mock Exam 1 (200 questions, 4 hours) Online Post-Course Mock Exam 2 (200 questions, 4 hours) Why Select an ITpreneurs PMP® Exam Preparation Training Course: • ITpreneurs provides you with comprehensive training materials and a unique learning experience. Your Classroom program includes everything you need to pass the exam. • This course provides 15 modules that can be taken at any time and at your own pace. The modules are wellrounded blocks of information, making the learning experience smooth and easy. • ITpreneurs works with a global network of partners to deliver PMP® training courses; this means that, there is always a partner in your area, and we can (generally) deliver courses in your own language, if English is not your first language. About the Examination: • The PMP® examination is comprised of 200 multiple-choice questions. Of the 200 questions, 25 are considered pretest questions. Pretest questions do not affect the score and are used in examinations as an effective and legitimate way to test the validity of future examination questions. All pretest questions are unmarked and randomly placed throughout the examination. The 200 questions cover the vast body of project management terms, concepts, principles, and application. • The time allotted to complete the exam is four hours, the exam is computer based. Pass/Fail results are provided at the conclusion of the exam. • There are no scheduled breaks during the exam, although candidates are allowed to take a break(s), if needed; however, during the break the clock continues to count down. • Enrolling and paying for exams is done through PMI. Training companies are not able to sell exam vouchers. For more information, download the PMP® Exam FAQ document or review the PMI PMP® handbook. Project and Program Management www.itpreneurs.com 301
  • 153. Project and Program Management Agile/ Scrum Agile Project Management is becoming increasingly popular within organizations all around the world. As a consequence, there is an increased demand for effective Agile education. ITpreneurs has answered this call by introducing a complete and comprehensive Agile Training portfolio. Courses & Certifications PMI Agile Certified Practitioner Classroom Certified ScrumMaster Classroom Certified Scrum Product Owner Classroom Project and Program Management www.itpreneurs.com 303
  • 154. PMI Agile Certified Practitioner Classroom Certificate: PMI-ACP® Duration: 3-day classroom (21 hours) Course Delivery: (Virtual) Classrom Course ID: SDD3310 Language: English Credits: 21 PDUs, 21 CPEs Course Description: This course is aimed at people who work in Agile teams and want to obtain the PMI-ACP certification. The objective of this 3-day course is to acquire the skills and knowledge necessary to pass the PMI-ACP examination, and to successfully apply Agile practices in their organization. Candidates will learn more than the basics of Agile during this course. Candidates will also understand the underlying principles and specific techniques needed to help your team achieve project success. The Agile methodology is more adaptive, people-oriented and focuses on constant input and cyclical change, which opens the door for continuous improvement during the project. This, as opposed to the more process-oriented, sequential, predictive structure of traditional project management as defined by the PMBOK® Guide. Audiences: • Professionals pursuing the PMI-ACP certification • Project Managers • Project Planners
 • Quality Assurance Staff • Developers/Programmers • Designers • Testers
 • Project Controllers • Product Owners
 • ScrumMasters
 • Scrum Team Members Prerequisites: There are no official prerequisites for this course. However, we recommend that you familiarize yourself with the basics of Agile through a variety of online articles. If you plan to take the PMI-ACP exam upon completion of this course, you should meet the requirements for PMIACP certification described in the “About the Examination” section at the end of this document. Learning Objectives: At the end of this course, you will: • Understand the processes of Agile methodologies. • Understand the Agile project phases, Agile life cycle and stakeholders, key Agile management skills and the socialeconomic-environmental influences. • Understand the concepts of product backlog, sprint planning, sprint reviews and retrospectives, along with other factors such as prioritizations using different techniques.
 • Understand the Professional Responsibilities concerning Agile Project Management. • Be fully prepared to take and pass the PMI-ACP exam. Project and Program Management Course Outline: • Course introduction • Introduction to Agile Methodologies • Agile Project Management Context • Agile User Stories • Agile Estimation, Planning, Monitoring and Adapting • Agile Communications and Soft Skills • Agile Product Quality • Agile Risk Management • Agile Metrics Management and Value Stream Mapping • PMI-ACP MOCK test (200 questions) • • Why Select an ITpreneurs PMI-ACP Exam Preparation Training Course: • ITpreneurs provides you with high-quality training materials and a unique learning experience. Your course workbook includes everything you need to prepare for, and successfully pass the exam. • Approved instructors have undergone a stringent quality assessment as part of the approval process and present the PMI-ACP training courses. is a partner in your area and that we can deliver the • Training materials are up-to-date and in-line with the most recent information by PMI. courses in your language. • ITpreneurs works with a global network of partners to • This course offers you the best possible preparation for deliver PMI-ACP training courses. This means that there passing the PMI-ACP exam. About the Examination: • Candidates need to meet PMI’s requirements for PMI-ACP certification (as listed below). • The PMI-ACP examination consists of 120 multiple-choice questions. Of the 120 questions, 20 are considered pretest questions. These pre-test questions do not affect the score. They are simply used in examinations as an effective and legitimate way to test the validity of future examination questions. All pre-test questions are unmarked and randomly placed throughout the examination. • The time allotted to complete the examination is four hours and is computer based. Pass/Fail results are provided at the conclusion of the examination. • There are no scheduled breaks during the examination. Candidates are allowed to take break(s) if needed. However, the clock continues to count down during the break. • Candidates can only purchase the exam at PMI as part of their registration process, as training companies such as ITpreneurs cannot sell the exam vouchers directly to the candidates. • For more information, please review the PMI-ACP Handbook. PMI’s Requirements for PMI-ACP Certification General Project Management Experience 2,000 hours working on project teams. These hours must be earned within the last 5 years. Candidates who hold a PMP® credential; have met or exceeded these requirements as per PMI. Agile Project Management Experience 1,500 hours working on Agile Project Teams. These hours are in addition to the 2,000 hours required in general project management experience. These hours must be earned within the last 2 years. Agile Project Management Training 21 contact hours. The hours must be earned in Agile Project Management Education. Courses That Might Also Be of Interest: • Certified ScrumMaster • Introduction to Agile methodology • Implementing Agile Scrum www.itpreneurs.com 305
  • 155. • Release Management
 • Tracking Progress in Scrum and Metrics • Sprint Review and Retrospective Certified ScrumMaster (CSM) Certificate: Certified ScrumMaster, CSM Duration: 2-day classroom (14 hours) Course Delivery: Classroom Course ID: SDD3410CL Language: English Credits: 14 PDUs Course Description: This course is aimed at people who work, or would like to work, in Scrum teams. The objective of this two-day course is to acquire the skills and knowledge necessary to work effectively in a Scrum team; in roles such as Product Owner, ScrumMaster or Scrum Team Member. You will learn more than the basic framework in this course. You will also understand the underlying principles and specific techniques needed to help your team achieve project success. Audiences: • Those considering working in or with a Scrum team: • Project Managers • Program Managers • Software Architects • System Analysts • Team Leaders • Scrum Masters • Scrum Product Owners • Scrum Team Members • Developers • CIOs and CTOs Learning Objectives: At the end of this course, you will understand: • The principles of Agile and Scrum • How to describe and participate in all parts of the Scrum framework • How to launch a Scrum team • How Scrum helps organizations cope with change • How to apply a common lexicon of project management terms and principles • Pragmatic practices for planning, project execution, and progress reporting • The ScrumMaster’s role and how it is different from a project manager’s role Course Outline: 1. Introduction To Scrum • Concepts of Agile
 • Scrum Basics
and Roles • Scrum Ceremonies and Artifacts 3. Scrum Team Dynamics • Collaboration, Negotiations and Team Communication, Team Roles and Responsibilities • Empower teams and adaptive leadership • Team challenges for Agile adoption
 • Managing distributed teams • Soft issues and cultural diversity • Transitioning teams to Scrum 4. Situational Exercises • Writing User Stories
 • Estimation
 • Sprint and Release planning Prerequisites: Participants are required to have a basic understanding of the principals of Scrum. This information is available on the Scrum Alliance website: http://www.Scrumalliance.org/pages/Scrum_student_resources. Why Select an ITpreneurs Certified ScrumMaster Course: • ITpreneurs provides you with high-quality training materials and a unique learning experience. The Pre-course reading materials will help you understand the basics in a fun and interactive way. • All instructors are Certified Scrum Trainers (CST), who have a solid understanding of the Scrum framework and have experience working with Agile and Scrum. • Training materials are up-to-date and in-line with the requirements by the Scrum Alliance. • ITpreneurs works with a global network of partners to deliver Agile training courses. This means that there is a partner in your area and that we can deliver courses in your language. About the Evaluation: At the end of the course participants are prepared to take and pass the Certified ScrumMaster Evaluation, which will be available online following the course. Participants have 90 days after completing the course to register for the evaluation. The evaluation takes approximately 60 minutes to complete and consists of a combination of multiple-choice and true/false questions. Participants will be required to demonstrate their understanding of key Scrum elements during the evaluation. The cost of the evaluation is included in the cost of the course. Courses That Might Also Be of Interest: • Introduction to Agile methodology • PMI Agile Certified Practitioner 2. Scrum Methodology • Estimation Techniques, Planning Poker and Velocity • Product Backlog and User Stories
 • Sprint and Release planning
 • Sprint Burn Down Charts • Release Burn Down Charts
 Project and Program Management www.itpreneurs.com 307
  • 156. Certified Scrum Product Owner (CSPO) Certificate: Certified Scrum Product Owner (CSPO) Duration: 2-Day Classroom (14 hours) Course Delivery: Classroom Course ID: SDD3420CL Language: English Credits: 14 PDUs Scrum is the leading Agile development methodology for completing complex projects. It is used by top organizations around the world. Originally designed for software development, it has proven its value for any complex project. The Certified Scrum Product Owner (CSPO®) is a globally accepted and recognized certification offered to professionals by the Scrum Alliance. The certification demonstrates a candidate’s skills in scrum terminology, practices and principles. CSPO training prepares the candidate to fulfill the role of Product Owner for a Scrum team. CSPO certification establishes proficiency in managing stakeholders, ROI, backlog grooming, creating effective stories, acceptance criteria for stories, and overall Agile Project Methodologies. The ITpreneurs 2-day CSPO course provides an optimal mix of classroom lectures, interactive case studies, assignments and additional reading materials to prepare for implementing Scrum in an organization. Course Description: This Certified Product Owner training class is a highly interactive learning experience designed to accelerate success in Scrum. The Product Owner is a key member of the Scrum team and is responsible for the ROI of the team’s efforts by determining what the team builds. Come learn from one of today’s most experienced and sought-after Agile trainers and leave inspired and empowered to drive lasting improvements in the way your organization builds software. Course Outline: • Product Owner (PO) duties and responsibilities • The PO’s interaction with other Scrum roles and stakeholders (such as customers, users, sales, marketing and management) • Understand how product planning, product discovery and product definition work in Scrum, including taking advantage of early customer feedback and emergent requirements. • Establishing and maintaining a product backlog • Writing user stories with clear acceptance criteria • Estimation of business value • How to effectively collaborate with the ScrumMaster and team in sprint meetings • How to predict the delivery date of a project (or the features that will be complete by a given date) • How to manage your product portfolio • How to successfully scale the role of the PO Prerequisites: Participants are required to have a basic understanding of the principals of Scrum. This information is available on the Scrum Alliance website: www.scrumalliance.org/pages/scrum_student_resources. Why Select an ITpreneurs Certified Scrum Product Owner Course: • ITpreneurs provides you with high-quality training materials and a unique learning experience. The pre-course reading materials will help you understand the basics in an engaging and interactive way. • All instructors are Certified Scrum Trainers (CST), who have a solid understanding of the Scrum framework and have experience working with Agile and Scrum. • Training materials are up-to-date and in line with the requirements by the Scrum Alliance. Courses That Might Also Be of Interest: • PMI® Agile Certified Practitioner • Scrum Alliance, Certified ScrumMaster (CSM) Audiences: The CSPO course is relevant for: • Managers • Product Owners • Product Managers across industries, sectors and departments • Software Architects • Developers, Coders, Testers Learning Objectives: At the end of this course, you will understand: • All the rules, artifacts, meetings and processes for Scrum • Why the Product Owner is such an important role, and how to be a great Product Owner • How to write user stories that drive innovative products • How to prioritize backlog to create maximum ROI • Where to look for more information and how to get questions answered Project and Program Management www.itpreneurs.com 309
  • 157. Project and Program Management Project Management Simulation Gain Project Management Experience This Project Management Simulation, called Sharkworld, offers participants the possibility to get realistic project management experience. Sharkworld puts participants in the role of project manager for a fictional construction company. The project is complex and participants need to ensure that the project is delivered on time, within budget and to quality specifications, while keeping all stakeholders satisfied. For organizations, it is very valuable that employees gain a realistic understanding of how to implement project management methodologies and best practices. Therefore, ITpreneurs highly recommends that this course be taken in combination with either the PRINCE2® or PMP® training. Courses & Certifications Sharkworld Project Management Simulation Project and Program Management www.itpreneurs.com 311
  • 158. Sharkworld Project Management Simulation Certificate: none Duration: 4-hour online game Course Delivery: Web-based Course ID: PPM1810SIM Language: English Credits: 4 PDUs Description: In Sharkworld, you take on the role of a project manager leading a big budget construction project in Shanghai, China. The goal of the game is to successfully construct the shark basin, Sharkworld within the time limit. The game takes about four hours to play. The player will interact with the characters in the game through dialogue and actual e-mail messages. The game even continues with optional SMS text messages on the player’s mobile phone. The game presents realistic dilemmas to encourage players to make decisions based on their knowledge of project management. The player will practice different Project Management skills such as planning and risk management. In this interactive experience, players will also be trained in soft skills such as managing customer expectations and managing motivation on the work floor. Sharkworld’s underlying storyline is very entertaining and will keep you coming back to see different outcomes each time you (re)play the game. Characters in the game are brought to life by actors and all the movie sequences were shot on location in Shanghai. Combining entertainment with educational content, Sharkworld is an entertaining way to test your knowledge of project management. After playing the game, you will be able to give context to the theory of the PRINCE2 Foundation Course or PMP® exam preparation course, and apply it in practice. Course Material: User login code System Requirements: • Computer with internet connection and a webbrowser with Flash enabled (Internet Explorer, Safari, Mozilla Firefox, Google Chrome or Opera). • A valid email address (and don’t forget to check your email while playing the game). • Optional: a mobile phone number. Additional Courses of Interest: • The PRINCE2 Foundation course provides Foundation level certification for the de facto project management method PRINCE2 (PRojects IN Controlled Environments). PRINCE2 provides an easily tailored and scalable method for the management of all types of projects and is practiced worldwide. • The PRINCE2 Practitioner course will help you apply and tailor PRINCE2 to address the needs and problems of a given project scenario. This 2-day course is the logical next step after the Foundation course and is typically conducted immediately after the Foundation course, in the same week. • The ITIL Foundation course focuses on providing knowledge and comprehension of the key concepts, structure, terminology, and processes of ITIL. This course will help you master ITIL at the Foundation level and prepares you for the Foundation Exam. Ordering Options: Description Code Sharkworld Project Management Simulation PPM1810SIM Audience: • Those considering adopting PRINCE2® or PMBOK® • Project Managers • Project Team Managers and Leaders • Project Coordinators • Project Support Staff • Project Officers • Consultants and Contractors Learning Objectives: At the end of this course, you will understand: • How to manage quality • How to manage risk • How to deliver projects on time, within budget, and to the specified business case • How to apply soft skills required to manage different stakeholders in a project environment Prerequisites: There are no formal prerequisites Why Project Management Simulation: • ITpreneurs provides you with quality training materials and a unique learning experience. • Sharkworld gives insight to project management in practice in a fun, interactive way. Project and Program Management www.itpreneurs.com 313
  • 159. Sharkworld Screenshots Plan deliverables and manage risk Negotiate with characters through dialogues Communicate through in-game e-mails to manage stakeholders Project and Program Management www.itpreneurs.com 315
  • 160. Metricus Metricus Framework Metricus for Remedy Metricus for ServiceNow Metricus for Vivantio Metricus allows IT managers to make informed decisions about the performance of IT by presenting them with accurate KPIs, reliable dashboards, and advanced dataanalysis capabilities. Using Metricus, IT managers can determine if IT services or processes are being performed per business requirements, if resources are optimally utilized, and the impact of improvement initiatives. www.itpreneurs.com 317
  • 161. Metricus Metricus Framework Take Control of IT Performance Metricus is an IT performance measurement application delivered in the cloud. It allows for the rapid deployment of solutions to measure, manage, and improve your IT performance — all without the cost and hassle of onsite hardware and software. It will allow for moving away from making decisions based on inaccurate, untimely, and confusing spreadsheets/slideshows. Metricus provides a consolidated and comprehensive solution to transform your IT data into tangible decisions. The Metricus team is expert in the provision of pragmatic solutions to measure IT. Measure Manage Improve Metricus www.itpreneurs.com 319
  • 162. The Metricus Team Measure What Matters As seasoned IT professionals, the team members have struggled with the same reporting and measurement issues that plague IT process owners, IT managers, and CIOs. The problems include: • Promises from Business Intelligence (BI) vendors that never transpire. • Commitments from internal reporting teams that inevitably focus on non-IT priorities. • Promises by enterprise IT vendors of dashboards and scorecards that show few results. • Resources spending 10-20% of their time on extracting data into spreadsheets, manipulating graphs and tables, and then pasting them into slide shows. • Measuring best-practice IT Service Management (ITSM) methodologies, such as ITIL® and COBIT®. • Storage of historical data for trend analysis. • Measuring how you’re performing against your peers. The journey to successful IT performance measurement starts with understanding what to measure. Metricus provides IT Performance Metrics Metadata, representing the detailed definition of over 600 tangible and pragmatic IT performance metrics. Utilities are provided to allow the selection of metrics that really matter to your IT organization. For example, the important metrics to measure ITIL, metrics for a Green IT scorecard, metrics to measure cloud benefits/performance, or the right metrics for your IT Balanced Scorecard. To address these challenges, we have developed an application framework in the cloud, combining bestpractice BI, performance measurement, reporting and collaboration technologies with subject matter expertise, and extensive experience in the delivery of IT measurement and reporting solutions. The net result is what the cloud is all about—not just a product or technology but a cost-effective application specific to your IT measurement and reporting requirements. To complement the IT Performance Metrics Metadata, Metricus provides role and process–based scorecards, dashboards, and reports for unparalleled insight into your IT organization’s performance. These tools have been developed after considering: • The specific needs of CIOs, IT managers, team leaders, and business stakeholders • Best-practice ITSM methodologies, including ITIL® and COBIT® • International standards, such as ISO/IEC 20000, ISO/IEC 27001, and ISO/IEC 38500 • Feedback and input by industry-leading ITSM experts and organizations Role-based perspectives provide specific dashboards and scorecards for key metrics directly related to an individual’s job role. Process-based perspectives deliver in-depth insight into process performance, conformance, and compliance, which in turn, provides valuable input into ITSM improvement programs. Key Features • Detailed definition of over 600 tangible and pragmatic IT performance metrics. • Comprehensive suite of IT performance scorecards, dashboards, and reports based on best practices and practical role and process–based usage scenarios. • Data integration packages available for commonly used cloud and enterprise IT systems, e.g., BMC Remedy, CA Unicenter, Microsoft System Center, Vivantio and ServiceNow. • Ability to integrate data from multiple heterogeneous IT and non-IT data sources, enabling consolidation and centralization of data related to IT performance, i.e., a single version of the truth. • Elimination of the plethora of spreadsheets and slideshows that normally represent IT performance reports. • Configuration utilities to manage the definition of metrics, process automated data, and set up manual and unstructured data input, e.g., XLS files. • Self-service report, scorecard, and dashboard design/development. • Extensive subscription and publication capabilities. • Unlimited number of data sources, metrics, scorecards, dashboards, or reports. • Extensive collaboration capabilities and portal customization opportunities. • Access to the Metricus team — experts in the issues involved in measuring IT performance. • A hosted solution with all the intrinsic benefits of an application in the cloud. • Minimal, realistic subscription-based pricing model vs. the traditional, upfront expense of BI/reporting solutions. • Unlimited number of data sources, metrics, scorecards, dashboards, or reports. • Extensive collaboration capabilities and portal customization opportunities. Metricus Targeted Visualization for Analyzing IT Performance Metricus understands the unique characteristics of IT data and that different users require different forms of visualization based on their roles and responsibilities. For example: www.itpreneurs.com 321
  • 163. • The CIO requires a scorecard that tracks actual vs. targets for metrics, such as IT service availability, customer satisfaction, budget variance, and security/risk compliance. • The Help Desk requires a dashboard to provide a snap shot of current activity. • The Change Management Process Manager requires a daily report providing details of open changes. • An Incident Management Analyst wants to drill through, using analytic charts and decomposition trees, into the incidents created last month to understand why first-level resolution decreased. • What types of incidents were not resolved? What groups were involved? Is training an issue? The ability to provide your IT organization with targeted visualization based on the roles and responsibilities of endusers is what makes Metricus so much more than simply a generic BI or reporting tool. Metricus for Remedy is a pre-configured “out-of-the box” integration of Metricus for BMC Remedy ITSM installations. Extending Measurement of IT Through a Powerful Collaboration Platform The Metricus IT Performance Measurement application is built on the Microsoft SharePoint Enterprise architecture. This is a key differentiator for Metricus. We not only provide best practice IT performance metrics, scorecards, reports, and dashboards, Metricus provides you with industry-leading collaboration, document-sharing, mobile access, and a social networking environment. What this means for Metricus customers is that they can measure IT performance, and they can also manage the improvement by using standard SharePoint Enterprise features, such as Tasks and Projects. To make this possible, Metricus provides standard site templates that you can select from. The net result — a consolidated environment to measure, manage, and improve IT performance. Take control of your BMC Remedy environment with Metricus for Remedy and make informed decisions to improve the performance of it now and forever. Sites Composites Metricus for Remedy Communities Share Point Insights Content Whatever version of BMC Remedy is used or whatever level of customizing is done to it, Metricus for Remedy will seamlessly get the right data from it—to get control and insight that is unmatched. Search Functional Architecture Metricus www.itpreneurs.com 323
  • 164. Metricus for Remedy Metricus for Remedy represents the integration of Metricus, a cloud platform for IT Performance Measurement; and BMC Remedy, an enterprise IT Service Management environment. Metricus seamlessly extracts data from your BMC Remedy instance and provides a new world of metrics, scorecards, dashboards, interactive analysis and data mining. Not just reports, but real insight into your data enabling you to proactively analyze the relationship between metrics/data and your IT and business goals/strategies. Measure Manage Improve Take Control of The Performance Metricus extends the value and power of your BMC Remedy implementation by: • Providing proven best-practice IT performance metrics within a framework optimized for measurement and analysis. • Enabling continuous improvement of IT service delivery through tracking of core IT performance metrics. • Effectively measuring the ROI results provided by implementing BMC Remedy. • Enhancing BMC Remedy data quality through greater visibility into underlying data. Improved data quality translates into increased process efficiency resulting in high(er) customer satisfaction. • Monitor and track initiatives, tasks and projects aimed at improving IT service delivery and performance. • A centralized reporting and analysis environment for your BMC Remedy data, eliminating disparate, ad-hoc queries, XLS files, copy/paste into PPTs, etc. Core Features • Detailed definitions of the key metrics and how they relate to cost reduction, quality improvement and customer satisfaction • Preconfigured modules containing scorecards, dashboards and data cubes based on best practices and practical usage scenarios. Modules are available for common ITSM processes, roles and objectives. • Advanced interactive analysis and visualization tools facilitating rapid self-service reporting and data analysis. • Statistical visualization for forecasting, correlation analysis and Six Sigma methodologies. • Seamless data integration with BMC Remedy, including support for custom fields and workflows. • Extensive collaboration capabilities and portal customization opportunities. • Ability to integrate additional data sources, e.g., project management data, financials, HR data, and so on. • An “IT Data Quality Health Check” module to ensure the optimal use of Remedy. Best-Practice IT Scorecards Metricus IT scorecards show the performance of selected metrics related to IT processes, roles or objectives. Scorecard features include: • Metrics can be grouped and weighted to show overall performance scores and compliance with targets and objectives. • Targets and tolerances are set based on industry IT benchmarks. • Data from multiple sources, including manual entry, can be incorporated into a single scorecard. • Dynamic filtering of periods and other relevant dimensions, e.g., region, organisation, data center. • Advanced metric trend charts. • Linkage to supporting analytics for root- cause analysis. • Cause and effect diagrams based on correlation analysis between selected IT metrics. IT Performance Modules Metricus modules for BMC Remedy represent preconfigured best practice metrics, scorecards, dashboards and analysis for specific ITSM processes, roles and objectives. The modules provide unparalleled insight into your organization’s IT performance and have been developed with these considerations: • The specific needs of CIOs, IT managers, team leaders, and business stakeholders • Best-practice ITSM methodologies, including ITIL® and COBIT® • International standards, such as ISO/IEC 20000, ISO/IEC 27001, and ISO/IEC 38500 • Feedback and input from industry-leading ITSM experts and organizations • Modules are available for commonly used ITIL processes such as Incident, Service Request, Change, Problem, Release, Asset and SLM. Additional modules are available for specific IT objectives such as Cost Reduction, Service Desk ROI and Data Quality. • Each module delivers in-depth insight into performance, conformance, and compliance, which in turn provides valuable input into ITSM improvement, quality and cost-reduction programs. Metricus www.itpreneurs.com 325
  • 165. Best-Practice IT Dashboards Metricus provides IT performance dashboards that represent selected views of data based on specific requirements of different IT data consumers. The dashboards within the modules have been built on our knowledge of what hundreds of customers require. So, you can be sure that you are looking at information that matters most, not just random reports and data extracts. Specific functionality of dashboards include: -- Ability to create subscriptions enabling automatic delivery of dashboards to selected users or file systems. -- Investigation and root-cause analysis facilitated by pre-defined drill-down/drill-through to appropriate attributes/ dimensions. -- Comprehensive range of export options. Ability to easily customize/extend existing dashboards and create your own dashboards based on your dedicated Metricus Data Mart. Interactive Analysis Metricus features PowerView, an enhanced visual design experience where you can interactively explore your BMC Remedy data. Key features of PowerView include: • Rapid creation of management views of data. Views can easily be filtered, tiled, sliced and sorted. Views created can be exported to PowerPoint where they remain interactive with Metricus. • Metricus data models are fed into PowerView and contain all the relationships between your data. • So, rather than worry about how to construct the view, you simply ask questions by manipulating the data available. -- Why are my incidents increasing? What configuration items are causing the increases? -- What impact does this have on SLA performance and resolution times? -- Which work groups are experiencing problems because of the increase? • Using PowerView you can easily find the answers to these and many other questions yourself. Metricus Consolidated IT Performance Metricus represents a comprehensive IT performance measurement platform and, as such, your Metricus for Remedy instance can be extended with data from other data sources. Examples of additional data include: • Availability, utilization, and capacity from monitoring systems, such as BMC Patrol or HP Open View. • Financial data made available in XLS extracts from your corporate financial/ERP systems, for example, SAP and Oracle Financials. • Project Management data made available by internal collaboration portals. • Data entered manually for metrics that are not captured in corporate systems, e.g., IT compliance or security-related metrics. The ability to incorporate additional data sources is made available in the Enterprise version. Metricus provides training and consulting services to assist with the integration of additional data sources. Seamless Data Integration and Dedicated Data Mart • Each Metricus for Remedy customer has their own dedicated data mart for storing data extracted from BMC Remedy. All relevant data for reporting is loaded at a frequency selected by the customer. This may be daily or as often as every five minutes. • During data loading, the data is de-normalized into Metricus IT Entity data sets. These are data sets optimized for reporting IT performance, particularly for the calculation of metrics required for scorecards and reports. • Direct access to the Metricus for Remedy data mart is available in the Enterprise Edition. This can be used if a customer wishes to export data to commonly used tools, such as Excel, or to another data mart/data warehouse within the customer’s organization. www.itpreneurs.com 327
  • 166. Built on the Industry-Leading Business Intelligence and Collaboration Framework Metricus for Remedy customers are guaranteed an industry-leading Business Intelligence (BI) and collaboration functionality as Metricus is built using the Microsoft BI framework. The end-user interface is delivered via Microsoft SQL Server 2012 PowerView and SharePoint Enterprise 2010—the leading collaboration and productivity platform for enterprises. All Metricus for Remedy customers will have full access to the capabilities delivered via these Microsoft components. Editions for All Organizations There are three versions of Metricus for Remedy. The “Base” version represents an online site containing a package of best metrics, scorecards, and dashboards. The “Plus” version allows modification of existing reports and/or scorecards and creation of new ones. The “Enterprise” version features Metricus IT Performance Metadata, and the ability to integrate additional data sources. Metricus for ServiceNow Metricus for ServiceNow™ is another pre-configured “Out-of-box” integrated solution like Metricus for Remedy. Taking ServiceNow as the “source” system (Cloud, as well as On premise installations are possible), Metricus for ServiceNow will seamlessly integrate with ServiceNow and help you take control of the performance of this environment. Metricus www.itpreneurs.com 329
  • 167. Metricus for ServiceNow™ Metricus extends the value and power of your ServiceNow implementation by: • Providing proven best-practice IT performance metrics within an eco-system optimized for measurement and analysis of these metrics. • Enabling continuous improvement of IT service delivery through tracking of core IT performance metrics. • Effectively measuring the ROI results provided by implementing ServiceNow. • Enhancing ServiceNow data quality through greater visibility into underlying data. Improved data quality translates into increased process efficiency resulting in high(er) customer satisfaction. • Monitor and track initiatives, tasks and projects aimed at improving IT service delivery and performance. • A centralized reporting and analysis environment for your ServiceNow data, eliminating the need for disparate, ad hoc queries, XLS files, copy/paste into PPTs, etc.. Core Features • Detailed definitions of the key metrics and how they relate to cost reduction, quality improvement and customer satisfaction. • Preconfigured modules containing scorecards, dashboards and data cubes based on best practices and practical usage scenarios. Modules are available for common ITSM processes, roles and objectives. • Advanced interactive analysis and visualization tools facilitating rapid self-service reporting and data analysis. • Statistical visualization for forecasting, correlation analysis and Six Sigma methodologies. • Seamless data integration with ServiceNow, including support for custom fields and workflows. • Extensive collaboration capabilities and portal customization opportunities. • Ability to integrate additional data sources, e.g., project management data, financials, HR data, and so on. • An “IT Data Quality Health Check” module to ensure the optimal use of ServiceNow. Metricus Metricus for Vivantio Metricus for Vivantio is the third pre-configured “Out-of-box” integrated solution like Metricus for Remedy. Taking Vivantio as the “source” system, Metricus for Vivantio will seamlessly integrate with Vivantio and help you take control of the performance of this environment. www.itpreneurs.com 331
  • 168. Metricus for Vivantio Metricus extends the value and power of your Vivantio implementation by: • roviding proven best-practice IT performance metrics within an eco-system optimized for measurement and P analysis of these metrics. • Enabling continuous improvement of IT service delivery through tracking of core IT performance metrics. • Effectively measuring the ROI results provided by implementing Vivantio. • Enhancing Vivantio data quality through greater visibility into underlying data. Improved data quality translates into increased process efficiency resulting in high(er) customer satisfaction. • Monitor and track initiatives, tasks and projects aimed at improving IT service delivery and performance. • A centralized reporting and analysis environment for your Vivantio data, eliminating the need for disparate, ad-hoc queries, XLS files, copy/paste into PPTs, etc. Core Features • Detailed definitions of the key metrics you should be tracking and how they relate to cost reduction, quality improvement and customer satisfaction. • Preconfigured best practice metrics, scorecards, reports and analysis for specific ITSM processes, roles and objectives. These provide unparalleled insight into your IT organization’s performance and have been developed after considering; -- The specific needs of CIOs, IT managers, team leaders, and business stakeholders -- Best-practice ITSM methodologies, including ITIL® and COBIT® -- International standards, such as ISO/IEC 20000, ISO/IEC 27001, and ISO/IEC 38500 -- Feedback and input from industry-leading ITSM experts and organizations • Advanced interactive analysis and visualization tools facilitating rapid self-service reporting and data analysis. • Seamless data integration with Vivantio, including support for custom fields and workflows. • Extensive collaboration capabilities and portal customization opportunities. • Ability to integrate additional data sources, for example, project management data, financials, HR data, and many more.   • An “IT Data Quality Health Check” module to ensure the optimal use of Vivantio. Metricus www.itpreneurs.com 333
  • 169. Services Portfolio ITpreneurs offers a comprehensive range of services enabling our partners and instructors to deliver high-quality 24/7 training solutions globally. Our Services Portfolio includes Learning Infrastructure Services, Customization Services, Accreditation Services, Exam Centers and a Partner Course Calendar. Learning Infrastructure Services Learning Portal Licensing Courseware Hosting Exam Hosting and Delivery Customization Services LMS Content Integration Courseware Co-Branding Custom Courseware and Exam Development Accreditation Services Instructor Accreditation Program Train the Trainer Program Partner Accreditation Program ITpreneurs Exam Center Services Exam Center Services ITpreneurs Partner Course Calendar (PCC) Services Partner Course Calendar (PCC) Service www.itpreneurs.com 335
  • 170. Learning Infrastructure Services Learning Portal Licensing Courseware Hosting Exam Hosting and Delivery ITpreneurs Learning Infrastructure Services offers the benefits of proven and scalable IT Best Practice eLearning solutions to partners and corporate customers. Our comprehensive services enables partners and instructors to deliver high-quality 24/7 training solutions globally. www.itpreneurs.com 337
  • 171. Learning Portal Licensing ITpreneurs offers a powerful, full-featured and self-managed learning portal for licensing by IT partners and corporate customers. The learning portal can be setup as a corporate training room, or as a complete Learning Management System (LMS) and can be customized with your own look and feel. Each customer is provided with a dedicated environment that offers access to the ITpreneurs IT Best Practice eLearning portfolio. Various options allow for integration with existing corporate portals or LMSs and payment gateways. With a single click, students can be registered either individually or in bulk. The environment gives students access to their assigned courses, while you have complete control of license management. along with the ability to assign courses and issue licenses. This allows you to track the progress and performance of the students online. Hosted and managed by ITpreneurs, the entire environment is fully supported through our Global Service Desk. Features Manage your licenses online. Order only licenses when needed, or bulk-order licenses to benefit from volume discounts: • View learner, learning group progress and performance information. • Create learner profiles and assign courses to learners, or pre-register groups of learners for a specific course. • Customize welcome e-mails that learners receive when they are registered for a course and use this to communicate information about their learning program. • Offer the complete inventory of courses from the ITpreneurs catalog to your customers, in their own language. Or, offer partial courses when required. • A front-end that allows you to publish your course catalog and provide information about your course program, using advanced content management functionalities. • Allow learners to sign up and register for courses without administrator involvement. Or, generate coupons and allow users to use these coupons to register for courses. • Ability to create an unlimited number of corporate training rooms, which grant departments or geographies with the capacity to manage their own learning program. • Assign an instructor or coach profile to one or multiple learning groups, and manage the instructor or coach profile. • Create, and automatically e-mail course completion certificates to learners (also define the course completion logic). • Receive and send alerts / messages to learners and maintain a discussion forum and knowledge-base for learners. Optional Features and Integrations • Provision of payment gateway for the Partner Portal. The cost of this depends on the e-commerce vendor you select or already work with. Options include PayPal, Credit Card Payment and more. • One-point integration with existing LMS: -- Cost is based on an effort analysis. Integration requires licensing of the Learning Portal. -- Learner is registered in your LMS (LMS) for courses. -- When the learner accesses the course in LMS, he/she is redirected to the Portal and can start the course (security validates login and referral URL). -- There is no communication from the Portal to the LMS. Learners are requested to hand in their completion certificate at the end of the course. Or, the administrator downloads a report on a monthly basis. • Two-point integration with existing LMS: -- Includes all the features of 1-point integration. Plus, progress and performance data is sent back to the LMS when the learner has completed the course (according to SCORM 2004 communication protocols). Setup and Licensing • Initial setup and configuration based on an effort analysis • Monthly license fees, dependent on configuration and options licensed, included basic support • Extended support packages are optional extras • Licensing of ITpreneurs eLearning is not included Ordering Information Learning Portal License, Basic Functionality and Support LMS1000 Corporate Training Room License LMS2000 Learning Portal Additional Functionality License: eCommerce LMS3000 Learning Portal Additional Functionality License: LMS Integrations LMS4000 Setup and Configuration Services (effort based) SET1000 Extended Support Package License SUP1000 Portal Administrator Training (2 hours) TRA1000 Portal Administrator Training (4 hours) TRA2000 Support • ITpreneurs support services takes care of the initial configuration of the environment. This includes adding your logo, setting up the administrator account, and assigning courses to the corporate environment. • A website code that allows you to add a user login section on your own intranet, or on your own website (optional). • ITpreneurs provides support during business hours and a limit of one support request per month. If desired, extended support packages can be purchased separately. • Optional technical support 24/7/365 and unlimited support by the ITpreneurs Global Support Center. This includes password resetting, technical support questions and administrator support. Learning Infrastructure Services www.itpreneurs.com 339
  • 172. Courseware Hosting Courseware hosting is available for organizations that have their own eLearning courses, but are looking for a (new) place to host and deliver them. Or, for organizations that are considering replacing their LMS with a hosted solution. In both cases, ITpreneurs will facilitate the loading of the organization’s eLearning into our learning portal infrastructure. This service requires licensing of an ITpreneurs Learning Portal. Once we have set up the portal, we will integrate your SCORM or AICC compliant eLearning into the portal. Learners will then be able to access the courses in the same way they currently do through the ITpreneurs portal. Features • Integration of customer’s SCORM or AICC compliant eLearning into the ITpreneurs Learning Portal • Support • Same choices and options as for the Learning Portal services Setup and Licensing • Initial integration based on an effort analysis • Monthly hosting and management fee (in addition to Learning Portal licensing fees) Ordering Information Learning Portal Additional Functionality License: Customer Content Hosting LMS5000 Setup, configuration and loading services customer content (effort based) SET3000 Exam Hosting and Delivery Exam Hosting and Delivery is designed for organizations that have a paper or electronic exam, or certification, but are looking for an online delivery solution that is backed up by a professional services and support organization. It is also for organizations that have an online assessment system, but are looking to replace it through a fully hosted and managed solution. In a manner similar to our Learning Portal, ITpreneurs offers its proven and scalable online assessment system for licensing to its customers and partners. Options include customizing the look and feel, the provision of digital certificates to successful candidates, certificate validation services, booking, management and support of exam sessions and candidates, proctor/invigilator management, webcam proctoring, etc. This service will become available in the second half of 2012. Features • Manage your own item pool and test publication • Item authoring • Candidate registration, individual or bulk • Provision of digital certificates to successful candidates • Certificate verification service • Choice of proctored or non-proctored exams Support • Initial configuration of the environment and loading of your existing items into the system. • Exam and technical support 24/7/365, with unlimited support requests from the ITpreneurs Global Support and Exams Center. This includes password resetting, technical support questions, and administrator support. Optional Features and Integrations • Exam back-office support (test scheduling, candidate registration, proctor registration and assignment) • Webcam proctoring • Payment gateway Setup and Licensing • Initial setup, configuration, integrations, loading of items and tests will be based on an effort analysis • A per-exam fee, dependent on volume commitments, as well as services and options selected • Webcam proctoring will be an additional per-exam fee Ordering Information Exam Hosting and delivery Setup and Configuration Services for Exam Hosting (effort based) Learning Infrastructure Services EXM1000 SET2000 www.itpreneurs.com 341
  • 173. Customization Services LMS Content Integration Courseware Co-Branding Custom Courseware and Exam Development The successful implementation of IT Best Practice frameworks in any organization is not just about training (skill development). Most importantly, it is a matter of change management. ITpreneurs can help you achieve your goals through customization. This is made possible by adding your specific organizational content to our training courses and by adapting parts of a course or courses to your specific needs. We can also create a custom-developed training course for you. Or, you might simply wish to add a welcome note from your CEO to one of our courses, or apply your own corporate logo to ITpreneurs leading-edge courseware. If you have developed a training program, which offers unique content or expertise, but keeping it up-to-date has proven to be a challenge? For these and other specialized training needs, ITpreneurs offers expertise in developing best in-class trainings for you and your organization. www.itpreneurs.com 343
  • 174. LMS Content Integration LMS Content Integration is an option for organizations that already have an LMS, yet wish to add the ITpreneurs eLearning portfolio to their environment. Imagine, being able to offer the best of ITpreneurs in-class and exclusive training courses, in addition to your own courses (all within your existing LMS). ITpreneurs will license its eLearning to you in the form of SCORM packages. Our Global Service Desk will work with you to load and integrate these courses into your LMS. Features ITpreneurs eLearning provided as SCORM package to load into your LMS Support ITpreneurs staff works with you to load the courses into your LMS and customize the communication between the content and LMS Setup and Licensing • Applicable from 100 learners/per year onward. • ITpreneurs support requires remote access to your LMS to load and setup courses. • Partner/Customer provides a detailed monthly usage report of all licensed ITpreneurs courseware. • Partner/Customer demonstrates evidence of internal processes and guidelines that ensures course access is granted to unique individuals only, and licenses are not shared among multiple users. • ITpreneurs performs an independent audit to validate the actual usage consumption and internal process related to assigning and using licenses. • Prior to the integration of the complete eLearning course(s), ITpreneurs makes one (1) module available to Partner/ Customer in order to test integration possibilities and technical requirements. After the evaluation, ITpreneurs will provide a final proposal defining the costs for managing the integration. • ITpreneurs can provide quarterly updates to the eLearning course content. It is recommended that the Partner/ Customer participate in these updates. With each update, ITpreneurs will provide a cost estimate for the integration. • Ownership of the intellectual property of the eLearning content is retained by ITpreneurs, even if the content is moved to the premises of the customer. After termination of the contract, the Partner/Customer has 30 days to provide evidence of termination of all accounts related to the courseware and to remove ITpreneurs IP from the LMS. Courseware Co-Branding To allow its partners and customers to promote their brands and corporate identities, ITpreneurs offers the option of co-branding its training materials. In addition to the use of the ITpreneurs trademark, copyrights and logo—your logo and name can be added, along with other brand elements to create your own look and feel. Small changes in content, such as course agendas, can also be tailored to your requirements. Features • Subscription service • Customer logo added to all instructional materials and slides • Tailoring of course agenda • Automatic co-branding of new releases and updates • Co-branding of eLearning courseware available Setup and Licensing • Annual subscription per course title • Initial setup, after approval of design mock up, in 10 business days • During subscription, automatic co-branding of new releases and updates Ordering Information Courseware Co-Branding (annual subscription, per title) CTM1000 Ordering Information SCORM of AICC content integration into customer LMS (effort based) Customization Services CTM3000 www.itpreneurs.com 345
  • 175. Custom Courseware and Exam Development Do you have an idea for a course of your own, but do not know where to start? Or, do you have courseware that has not been updated for some time, which you would like to give a fresh look and feel? Or, would you simply like to add a proprietary module to one of the ITpreneurs best-in-class learning solutions? For these and many other courseware ideas, ITpreneurs leverages its experience in instructional design, media development and other core competencies for our customers‘ benefit by being an expert custom courseware development partner. Features Add custum elements to ITpreneurs coursware: • Add a CEO or other key stakeholder message to course introduction • Add custom elements to ITpreneurs courseware • Refurbish existing courseware to leading instructional design, and look and feel standards • Classroom, blended or eLearning concepts • Instructional Design Expertise • Media Design Expertise Ordering Information Recording, Editing and Integrating 2-5 Minute Executive Message CCD1000 Creation of Custom Content (that replaces or is added to ITpreneurs content) CCD2000 Custom Courseware and/or Exam Development Customization Services CTM5000 www.itpreneurs.com 347
  • 176. Accreditation Services Instructor Accreditation Program Train the Trainer Program Partner Accreditation Program ITpreneurs has over 10 years’ experience in achieving and maintaining accreditations with globally recognized certification bodies such as APMG, ISACA, the Open Group, etc. ITpreneurs leverages this experience for the benefit of its customers, by helping them define and implement the necessary quality management systems, complete the required forms, certify and register instructors, etc. This saves our partners time and hassle, and guarantees a smooth accreditation process. www.itpreneurs.com 349
  • 177. Instructor Accreditation Program Providing training for most IT Best Practice frameworks requires the certification and accreditation of instructors. Without certified and accredited instructors, many courses cannot be marketed as official certification courses. ITpreneurs works with you to ensure that your instructors are fully prepared for the accreditation process. We help gather and organize the required documentation, we prepare trainers for all requisite exams or assessments, and assist in completing the necessary paperwork. Features • Instructor certification • Instructor accreditation • Development of Instructor competency • Assessment preparation Accreditation Services Effective training is not achieved simply by using the right courseware. ITpreneurs offers a variety of programs to prepare instructors to develop a deeper understanding of the subject matter. We offer programs such as Courseware Familiarization sessions to complete Train-the-Trainer (TTT) programs. ITpreneurs caters to the needs of each instructor, from the accomplished expert to the aspiring professional. All the TTT programs are delivered by widely acclaimed ITpreneurs Master Trainers. Features • Competence development programs • Materials familiarization to complete the Train-the-Trainer (TTT) programs • Delivered by ITpreneurs Master Trainers Ordering Information Instructor Certification Program Train the Trainer Program CIP1000 Ordering Information Contact your regional ITpreneurs Service Delivery team for further information www.itpreneurs.com 351
  • 178. Partner Accreditation Program Marketing many of the training programs offered by ITpreneurs, as officially accredited certification courses, requires the partner to be officially registered by, or affiliated with ITpreneurs. This can be a complex process that requires in-depth understanding of numerous requirements. Many certifying bodies also require the adoption and implementation of a quality management system—a daunting prospect for many organizations. In order to help our partners overcome hurdles such as these, ITpreneurs offers experience in achieving and maintaining accreditations with many of the leading certifying bodies. Features • xpert guidance throughout the accreditation process E • eady-made quality management system R Ordering Information Partner Accreditation Program Accreditation Services PAP1000 www.itpreneurs.com 353
  • 179. ITpreneurs Exam Center Services The ITpreneurs inventory of official certification exams is a high-stake endeavor. The ability to guarantee the integrity of the exam is of paramount importance to protect the credibility and value of the certification. A network of exam venues where high-stake certification exams can be taken, either according to publicized schedules or by making individual arrangements, accommodates the needs of the individual learner. The ITpreneurs Exam Centers service delivers on this concept. www.itpreneurs.com 355
  • 180. ITpreneurs Exam Centers ITpreneurs offers its partners the option of becoming ITpreneurs Exam Centers. By signing up for this service, partners can deliver high-stake exams to candidates who have either taken a virtual class or those who selected the eLearning method. ITpreneurs offers a number of exams that are unique in the market. Features • Unique exams: Kepner Tregoe® Foundation, XBRL, Virtualization Essentials, TIPA® Assessor and Lead Assessor • Leading exams at attractive fees: ITIL® Foundation, Intermediates and MALC, PRINCE2® , COBIT®, Cloud Essentials, etc. Ordering Information ITpreneurs Exam Center EXC1000 www.itpreneurs.com 357
  • 181. ITpreneurs Partner Course Calendar (PCC) Services The Partner Course Calendar is a unique service, which enables ITpreneurs partners to offer the full range of IT Best Practice courses to their customers. These courses are typically hard to run because of low learner enrollment. This full-service solution features a comprehensive course calendar; offering quality, hosted courses around the globe. ITpreneurs manages the entire operation; we take all the risk and guarantee that the courses take place. For several of ITpreneurs courses, such as the TIPA and TOGAF, the Partner Course Calendar is the only public delivery option available. www.itpreneurs.com 359
  • 182. ITpreneurs Partner Course Calendar ITpreneurs offers the Partner Course Calendar schedule around the world, and continues to expand the number of courses and locations available. We guarantee both the quality and learner satisfaction of our hosted courses. These courses are warranted to be neutral in terms of course location(s) and instructor(s), and are exclusively available through our Partners. Our Partners need only to position these courses and are assured of a profitable model. Quality is assured. ITpreneurs Partners can focus on selling, without having to worry about organization or securing a minimum number of learners. Benefits • Ability to market courses that have historically been difficult to fill • No need to compromise on quality • High course success rates and satisfied students • Option to offer courses outside of your existing portfolio and geography • Enhanced offerings with innovative virtual classroom courses • No competition from ITpreneurs — guaranteed protection of your customer base Features • Guaranteed-to-run courses, no matter how few people sign up • Full service offering: ITpreneurs manages the training venue, course logistics, and organization of the course and the exam • Courses are accredited by the required accreditation bodies • Delivered by ITpreneurs Certified Instructors who have undergone training and have a proven track-record • Courses will take place in a high-quality venue • Editable marketing materials, equipping sales and marketing staff to successfully market the courses • Includes all classroom and virtual classroom offerings ITpreneurs provides an online course booking system for the management of the Partner Course Calendar Program • Book seats to courses, no matter where in the world • Provide learner information relevant for scheduling the certification exam • Switch students across courses when required • Access the details of the scheduled-to-run courses, such as instructor information and venue information • Download marketing material that you can use to promote the courses Ordering Information Contact your regional ITpreneurs Service Delivery team for further information ITpreneurs Partner Course Calendar (PCC) Services www.itpreneurs.com 361
  • 183. Copyright and Trademark Information Copyright © 2014 ITpreneurs. All rights reserved. HDI® is a registered trademark of HDI, a part of UBM LLC, Methodologies and Intellectual Property owned by HDI, a part of UBM LLC, which is used by permission of and under licensing agreement with HDI, a part of UBM LLC. All rights reserved. KCSSM is a service mark of the Consortium for Service Innovation. ITIL® is a registered trade mark of AXELOS Limited. IT Infrastructure Library® is a registered trade mark of AXELOS Limited. Apollo 13 – an ITSM case experience™ is a product of GamingWorks B.V. R.E.P.® is a registered service and membership mark of Project Management Institute, Inc. PMI® is a registered trade and service mark of Project Management Institute, Inc. ISACA®, is a registered trademark of the Information Systems Audit and Control Association. COBIT® is a registered trademark of ISACA and the IT Governance Institute. PRINCE2® is a registered trademark of AXELOS Limited. iPhone and iPod touch are trademarks of Apple Inc. registered in the U.S. and other countries. iPad is a trademark of Apple Inc. App Store is a service mark of Apple Inc. CompTIA® is a registered trademark of CompTIA Properties, LLC TOGAF® is a registered trademark of The Open Group in the United States and other countries. TOGAF® 9.1, is a Registered Trade Mark of The Open Group. ITpreneurs TOGAF® Training Course 9 is an Accredited TOGAF® Training Course and complies with the accreditation requirements for The Open Group TOGAF® Certification for People program. The Open Group Certification logo is a trademark and TOGAF® is a registered trademark of The Open Group in the United States and other countries. ITpreneurs offers accredited ArchiMate® 2 courses and is a member of The Open Group® ProCert Labs Tested / Exam Ready logo is a registered trademark or trademark of ProCert Communications LLC in the United States and/or other countries. The Kepner-Tregoe® Foundation course includes Kepner-Tregoe Methodologies and Intellectual Property owned by Kepner-Tregoe, which is used by permission of Kepner-Tregoe. All rights reserved. TIPA is an initiative of the Centre de Recherche Public Henri Tudor. All rights reserved. Copyright 2005-2014 © BMC Software, Inc. Copyright 2014 © ServiceNow. Copyright 2014 © Vivantio Limited. Copyright © XBRL International Trademark is a registered trademarks of XBRL International, Inc. PECB is certified to the ISO 9001:2008 (Certificate No. CA10/406891) and ISO 27001:2005 (Certificate No. GB10/81515) standards. PECB’s certification schemes are accredited by ANSI ISO/IEC 17024. National Registry of CPE Sponsors (NASBA) ITpreneurs is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its Website: www. learningmarket.org or they may be addressed at 150 Fourth Avenue North, Suite 700, Nashville, TN 37219-2417. Website: www.nasba. www.itpreneurs.com 363
  • 184. Contact your region: www.itpreneurs.com info@itpreneurs.com Europe +31 10 711 02 60 (Headquarters) USA/Canada +1 800 214 6371 India +91 11 40628800 (Product Development Office) +91 124 4881050 (Sales Office) Japan +81 3 5856 5856 Brazil +55 11 3042 4939 China +86 10 58208819 Middle East & Africa +971 4 362 5152 Nordic +45 8851 0199 www.itpreneurs.com 365

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