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The Online ITIL Expert Training Guide
 

The Online ITIL Expert Training Guide

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The Online ITIL Expert Training Guide explains how to progress from ITIL Foundation to ITIL Expert with our Online Training and Certification Program. You will learn all about the program's contents, ...

The Online ITIL Expert Training Guide explains how to progress from ITIL Foundation to ITIL Expert with our Online Training and Certification Program. You will learn all about the program's contents, features and bonuses - plus gain access to free samples lessons, study guides and a case study from a recent Program graduate. The Online ITIL Expert Program from ITIL Training Zone is the flexible and lower cost way to achieve ITIL Expert status. This Program is helping to create new ITIL Experts every month - so why not join over 350 proffessionals from 25+ countries - all striving towards their Expert status. Full details inside.

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    The Online ITIL Expert Training Guide The Online ITIL Expert Training Guide Document Transcript

    • The Online ITIL Expert Program | Intake 5 | March 2009 – June 2011 THE ONLINE ITIL EXPERTPROGRAMGUIDE PROGRAM | INTAKE 5 | MARCH – JUNE 2011 ITIL® is a trademark of the Office of Government Commerce in the United Kingdom and other Countries. 1
    • The Online ITIL Expert Program | Intake 5 | March – June 2011NowContents2 Program Benefits ............................................................................................................................ 43 The Program Starting Point............................................................................................................. 54 Foundation First .............................................................................................................................. 65 Why Is This Online ITIL Expert Program Different? ......................................................................... 76 Program Content............................................................................................................................. 8 Course Details and FREE Program Sample Videos and Study Guides ................................................. 97 Your Online Learning Portal .......................................................................................................... 10 Training Course Access ..................................................................................................................... 108 What’s My Time Commitment? .................................................................................................... 119 Program Support - You Are Not Alone .......................................................................................... 1210 Web Based Exams ..................................................................................................................... 13 What Are Web Based Exams? ........................................................................................................... 13 How Do ITIL Web-Based Exams Work? ............................................................................................. 14 How Do I Schedule A Web Based Exam? .......................................................................................... 15 Where Can I Sit Web Based Exams and What Locations Are Valid? ................................................. 16 What Equipment or Resources Will I Need?..................................................................................... 16 What Happens When I Pass my Exam?............................................................................................. 18 Web Based Exams – Summary .......................................................................................................... 1811 Program Schedule ..................................................................................................................... 1912 Your Responsibilities ................................................................................................................. 20 12.3 Technology Requirements .................................................................................................... 21 12.5 Upholding the Official Exam Rules ........................................................................................ 2214 Customer Feedback .................................................................................................................. 2315 Two Special Bonuses - for New Program Members.................................................................. 26 → Bonus #2 – The “Expert Success” eBook Library .................................................................. 2616 Program Pricing Options ........................................................................................................... 27 Secure your Position Now: www.ITILTrainingZone.com/expert.html 2
    • The Online ITIL Expert Program | Intake 5 | March – June 20111 Program IntroductionThis guide explains everything you need toknow about the Online ITIL Experts Programand will help you to decide whether this is theright option for you - as you progress yourjourney towards ITIL V3 Expert.The Online ITIL Experts Program provides youand other like minded professionals with acost effective and extremely flexible way ofachieving your ITIL Expert Status – 100%Online.This unique online Program is only available to a limited number of participants whosuccessfully register and pay for their training before June 30th 2011 (limited positions).The program will provide you with This Program provides you with all theflexible online access to all five ITIL V3 materials, support and advice necessaryLifecycle courses, plus the final course in to enable you to pass your ITIL examsthe series – ‘Managing across the and evolve over time into an ITIL Expert.Lifecycle’. We provide all the resources, videoThat’s six courses and six exams in total – tutorials, study guides, practice examsin fact, seven if you need your ITIL V3 and support – you will provide the effortFoundation too – See Foundation First. and dedication to study your materials, revise and pass your exams.Successfully studying and passing each ofthe six exams will enable you to reach Please spend some time reading throughITIL V3 Expert Certification. this guide and familiarising yourself with the specific aspects of the Program.You are about to make an extremely valuable investment in your future and we are fullycommitted to helping you become an ITIL Expert.Please take a few minutes to read this entire Program Guide... Secure your Position Now: www.ITILTrainingZone.com/expert.html 3
    • The Online ITIL Expert Program | Intake 5 | March – June 20112 Program BenefitsThis exclusive Online Program provides you with many benefits. In fact, there are three keylevels of benefit to this Program: -Level 1 - The Many Benefits of Being an ITIL Expert Enhance your understanding and knowledge of key ITIL V3 concepts and processes Engage, consult and lead your customers in the latest IT Service Management practices Understand and de-risk your ITIL V3 processes, projects and service enhancements Collaborate and communicate ‘on the same level’ as other ITIL V3 Experts Update your Résumé/CV to reflect your new knowledge and certification status Add even more value to your organization and significantly increase your market value Keep pace with the increasing number of new ITIL V3 Experts in the ITSM IndustryLevel 2 - The Benefits of Online Training and Education Flexible, anytime/any place access – with no fixed schedules Ability to control and access all content when you want to Balance your study time against other work/home commitments No need to take time away from work or your clients Protect your ‘billing hours’ and project deadlinesLevel 3 - The Benefits of This Online Program Extremely Cost Effective – See Pricing Options for details High quality, professionally produced ITIL V3 content ITIL Expert support and guidance throughout Share and collaborate with like minded professionals Web based exams can be taken at your office Study flexibly over one full yearWith all three levels combined – this creates a really compelling Program – all for one lowbut affordable price – with built in flexibility and control. Secure your Position Now: www.ITILTrainingZone.com/expert.html 4
    • The Online ITIL Expert Program | Intake 5 | March – June 20113 The Program Starting PointAre you already ITIL V3 Foundation Certified?The starting point for entry into the Online ITIL Experts program requires you to already beITIL Version 3 Foundation qualified.If you are not already ITIL V3 Foundation qualified – that’s ok – because we can help.[1] If you currently have NO certifications in ITIL whatsoever, then we will also provide youwith online access to the ITIL V3 Foundation course – free of charge. Please note – there isan additional charge of $150 USD for the associated exam with this course.See Foundation First for details.[2] If you are already ITIL Version 2 qualified, then we will provide you with online access tothe ITIL Version 3 Foundation course – free of charge. Please note – there is an additionalcharge of $150 USD for the associated exam with this course. We no longer provide the ITILV2-V3 Foundation Bridging course with this Program - since the bridging course has beenretired from the official ITIL qualifications scheme by the OGC and APMG.See Foundation First for details.Successfully holding your ITIL V3 Foundation qualification is a mandatory pre-requisite toattempting and accessing any ITIL Intermediate course or exam. These are the officialrules.Important! Do You Hold Any Other ITIL Intermediate Certifications?Maybe you have one or two ITIL Intermediate certifications already and have accumulatedsome additional ITIL credits?Maybe you’ve already passed one or two Lifecycle or Capability courses with a classroomprovider over the past year or so?If so, please see our special Top Up to ITIL Expert program packages, where you canchoose which courses to take next to progress to ITIL Expert. These packages are availablefor you to purchase at specially reduced rates. Secure your Position Now: www.ITILTrainingZone.com/expert.html 5
    • The Online ITIL Expert Program | Intake 5 | March – June 20114 Foundation FirstYou must already hold the ITIL V3 Foundation certificate (or the ITIL V2 Foundation plusthe V2-V3 Foundation Bridging certificate) - to be eligible to join this Program.If you DO already hold one of these certificates, then you can skip this section now. If you DO NOT already hold one of these certificates, then you can still register and join this Program, however you must first take and pass the ITIL V3 Foundation course before you can begin to access any of the ITIL Lifecycle Courses. If you have NO Foundation qualification, then we will provide you with our online ITIL V3 Foundation Course.The Online ITIL V3 Foundation Courses will be offered free of charge, as part of yourProgram, however there is a one-time additional exam fee of $150 USD for the associatedweb based exam.You can request this free Course (and add the cost of your Foundation exam to thepackage price) when you register for this Program at www.itiltrainingzone.com/expert.Continued... Secure your Position Now: www.ITILTrainingZone.com/expert.html 6
    • The Online ITIL Expert Program | Intake 5 | March – June 20115 Why Is This Online ITIL Expert Program Different?This Program is very different to traditional classroom training: -Because we provide you with...  A much lower ‘cost per course’ without affecting quality  An extended opportunity to access your materials  Repeat opportunities to learn/revise  Full online flexibility and control  The ability to flexibly study and take exams – with no fixed schedules  No extended time away from your role or your clientsThis Program is also different to other Online Training Providers: -Because we believe we provide...  High quality course materials  Highly experienced ITIL V3 tutors  Our drive and determination to help you succeed  Our passion and commitment to ongoing communicationAs you read through this guide – ask yourself, “Who else provides me with so muchinformation before I make a training investment decision?”The majority of ITIL Training providers just show you a few bullets about the course contentand a cost. That’s it!We believe in providing you with all the facts – so you can make an informed decision.Please read the next sections of this Program Guide to help you understand the full detailsof this Program. Secure your Position Now: www.ITILTrainingZone.com/expert.html 7
    • The Online ITIL Expert Program | Intake 5 | March – June 20116 Program ContentIt’s really important to understand what is included in your course package. This sectiondescribes what you get, what you can access and what you can download and print-off.We also provide links to our free ITIL Expert Program Sampler Page.Course OverviewEvery online course in this Program comes complete with: - Extended online Video Tutorials - Watch as many times as you need! Detailed PDF Lesson Study Guides - that are printable and are yours to keep Online quizzes and exercises - to further reinforce your learning Two full practice exams papers - to print-out and take as part of your revision Two full exam answer papers - with examiners rationale for each answer Lots of supporting materials - such as a mind maps and the ‘at a glance’ PDF Printable Course Completion Certificates - with your name on themAlso, Exams are available to either purchase ‘as you progress’ or purchase ‘up front’: - Flexible, Web Based Exams - with instant on-screen results (See Payment Options for Exam Costs)You will access all of your course materials online through your online learning portal. Allcourse videos and materials are always safely stored in here. You can access them at anytime across your program. See the next sections for further details.Additionally, we also provide full ITIL Expert Tutor Support, to ensure you always haveaccess to someone who can help you with any aspect of ITIL or with helping you to leverageonline learning correctly. See Tutor Support for further details.All of our course materials have been carefully crafted by qualified ITIL Experts andprofessionally produced by our top class production team.In addition, all of our Program materials are fully accredited by Loyalist Certification Services(LCS) an official ITIL Examination Institute.Our Official ITIL V3 Accreditation Status can be verified >> Here.LCS has exactly the same standing in the ITIL world as EXIN, CSME, ISEB and all other ITILexamination institutes. Secure your Position Now: www.ITILTrainingZone.com/expert.html 8
    • The Online ITIL Expert Program | Intake 5 | March – June 2011Course Details and FREE Program Sample Videos and Study GuidesWhy not take a few minutes to browse the details of what each course contains, perhapswatch each course’s introduction video and enjoy a free sample lesson from each course?We have created a special Program Sampler page where you can browse, watch and readthrough lots of different sample materials from each of the six courses. Watch Video Tutorials from across the Program Download and review example PDF Lesson Study Guides Explore the contents within each of the 6 Program Courses Learn More about the Features of this Online Program  Click to View This Program’s Sample Resources Now!Of course, these sample lesson video tutorials and sample study guides are only a very smallfraction of what’s available within each course – but you’ll get a good ‘feel’ for the resourcesand the style of the video tutorials and study guides.Each ITIL V3 Intermediate Course courses contain lots of lessons, running for many hours, aswell as a Study Guide for each of the lessons.Study Guides are approximately 20 – 50 pages per lesson.Let’s explore the features of the Program in more detail... Secure your Position Now: www.ITILTrainingZone.com/expert.html 9
    • The Online ITIL Expert Program | Intake 5 | March – June 20117 Your Online Learning PortalYou will access all of your training courses online via your own local computer and internetconnection. You can login in from multiple locations at anytime – so you can study fromyour office, from home, from the coffee shop – anywhere that you want to.To ensure you have ongoing, reliable access - you will need this basic technology.We have created a fresh, new website – just for this Program - which will be your ITILLearning Portal for the next year.Portal Features Include:  Online access for 1 full year (plus an extra month at the end if needed)  Unique login with your own user name and password  Easy course accessibility and flexibility of study times/locations  Quick Start Guide – Explaining all the icons and how they work  Video player – with pause/skip and precise content controls  Document download area – all your study guides and exam papers in one place  Online Quizzes – with answer rationale to take as you progress  Online Forum – to share ideas, exams tips, request clarificationsTraining Course AccessAll courses are provided to you on within the Online Portal.You can also download and print off key items such as the PDF Study Guides, the PracticeExam Papers with Answers, as well as the supporting materials – and take these with youanywhere.You can plan and arrange your own study sessions at times that best suit your busyschedule. Planning your time creates more discipline around the whole process of learningonline.In summary, you have the flexibility and freedom to set your own targets aroundindividual study sessions - based on the recommended course study times. Secure your Position Now: www.ITILTrainingZone.com/expert.html 10
    • The Online ITIL Expert Program | Intake 5 | March – June 20118 What’s My Time Commitment?Some people prefer to study in strictly scheduled sessions – carefully arranged for certainhours of the day, or perhaps at the weekend.Other people learn better in shorter bursts. It all depends on your priorities and yourwork/home commitments at that time.Let’s see how long it takes to study for one course...• As standard you get 365 days study time across the 6 courses in the Program• So, 6 courses spread over 365 days is approximately 60 days access per course.• Each Lifecycle course has recommended study duration of 42 hours.So, you will need to study for approximately 42 hours over each 2 month period, whichworks out to be about 4-6 hours per week, depending on the days in that month.Of course, many people will prioritise their time differently and achieve their Expert statusin far less time. With hard work and dedicated study time, it is reasonable to expect toachieve your ITIL Expert status in 6 – 7 months. Of course, you have up to one full year tocomplete your studies.The important point is that YOU have the freedom to decide what works best for you.This is a learning “process” that you will get better and better at, over time. You will findthat once you have studied one Lifecycle course, you will improve your study time estimatesand general study capability – all in time for your next course.If you ever find yourself ‘struggling’ or just need some extra motivation, then you canarrange a chat with your tutor to help you arrange a personalised study schedule.Remember, you have at least 5 Lifecycle courses, plus ‘Managing Across the Lifecycle’ tostudy, revise and pass the exam for – all over one full year.To learn more about each course - visit each course home page and skip to the Course Entryand Exam requirements sections. Secure your Position Now: www.ITILTrainingZone.com/expert.html 11
    • The Online ITIL Expert Program | Intake 5 | March – June 20119 Program Support - You Are Not AloneYou have two additional support channels to help ensure you never get ‘stuck’ or feel lostas you progress towards your ITIL V3 Expert.Access to ITIL V3 Expert Qualified TutorsAs part of this Program, you always have access to a qualified ITIL V3 Expert to help you withany challenges, clarification points or other information you might need. These includetutors that have studied and passed every lifecycle course (so we know a thing or two).Generally, you will use the Tutor support link within your portal to send your tutor an email.In most cases you will receive a response by close of business the following day. Our tutorsalso check their emails regularly over the weekend too.Where required, you can also request and schedule a conference call with your ITIL Experttutor – times will vary according to your time zone – but we will do our best to meet yourschedule.Private Online Forum - to Network and Share IdeasIn addition to your tutor, you also have online access to a private forum. Here you can postnew comments, share ideas and even exchange exam tips with your fellow prospective ITILExperts and our tutors.Although it’s never a good idea to ‘second guess’ exam questions (in the attempt to avoidlearning your syllabus!) this is an excellent way of supporting each other – and learning fromeach other – as your journey towards ITIL Expert continues.We also encourage you to network, share best practices and help each other tackleproblems that you may encounter with Service Management in general – not just your ITILtraining. This is entirely optional and totally dependent on you and your preferences.With the Online ITIL Experts Program – you are never far away from expert help, adviceand guidance. We have many years experience in dealing with general and specificquestions and enquiries – covering the complete spectrum of ITIL V3 Courses. Secure your Position Now: www.ITILTrainingZone.com/expert.html 12
    • The Online ITIL Expert Program | Intake 5 | March – June 201110 Web Based ExamsIn this important section of your guide, we will explore the finer points of web basedexams. This Program leverages the many benefits of Web Based Exams.What Are Web Based Exams?Put simply, Web Based Exams offer you a much more flexible alternative to taking your ITILVersion 3 exams. Here, you can take your final exams online by logging into a secureexamination system that’s web based and accessible from any internet connectedcomputer.We have partnered with Loyalist Certification Services (LCS) to enable you to take your finalexam online - from any authorized location, at a time and date of your choosing.Thousands of people around the world are taking their ITIL Exams online every week.Scheduling and taking your ITIL web-based exams is really easy.Web Based Exams are provided by Loyalist Certification Services (in conjunction with thisProgram) and they will deliver all of your ITIL exams online – to a flexible location of yourchoosing and at a time and date that you decide.As explained earlier, LCS is an official APMG accredited ITIL® V3 Examination Institute andthey uphold all of the required ITIL® examination standards and practices. LCS has exactlythe same standing in the ITIL world as EXIN, ISEB, CSME and all other Examination Institutes.LCS are very experienced in providing web-based online ITIL® exams around the world andour partnership with LCS enables you to study online with us (as your official ITIL® trainingprovider) and then take your final exam online too.Your exam questions are exactly the same standard and style of questions that appear on allITIL V3 Intermediate Lifecycle exams. There is no benefit to be gained - or lost - by takingyour exam online. You will see the exam scenarios, questions and your possible answeroptions displayed on-screen - and you will click to select your answer and progress to thenext question. You can also change your answers should you wish to.Web Based Exams provide you with maximum flexibility without compromising standards.For full details read the following section or see our Web Based Exam Guide. Secure your Position Now: www.ITILTrainingZone.com/expert.html 13
    • The Online ITIL Expert Program | Intake 5 | March – June 2011How Do ITIL Web-Based Exams Work?Well, there are just eight simple steps to follow... let’s quickly review them here... For each course, you will study and progress through all of your online materials including the two practice exam papers provided... Then, whenever you feel ready... Download and Save your course completion certificate(s) to your local computer Complete our online Exam Registration Form (which includes uploading your certificates as proof of attendance) Within 48 hours you will receive an official exam registration email from LCS – containinga link to their online scheduling system. Follow the prompts in this email and enter you details – including your preferred examdate, time and location (e.g. your home or office) into the LCS exam system. At the pre-arranged date/time – you can take your web-based exam online – this isproctored via web cam by a remote proctor that is provided for you. Complete your exam online and see your Exam Result instantly on-screen If you’ve passed, then you will receive the relevant ITIL® V3 Intermediate Lifecycle CertificateThat’s the high level process summarized.Let’s explore Web Based Exams in more detail and answer your questions as we go... Secure your Position Now: www.ITILTrainingZone.com/expert.html 14
    • The Online ITIL Expert Program | Intake 5 | March – June 2011How Do I Schedule A Web Based Exam?When you have completed your studies for a particular course, taken the practice examsincluded and you feel fully prepared – you can then commence the registration process foryour exam.Note: There is one exam per course, so this process is something that you will repeat sixtimes across the whole program.For all of our courses, we have an online registration form that you complete - which beginsthe process for you. This form is always available within your learning portal.On this online form - you will upload two certificates from your computer: -  A scanned copy of your ITIL® V3 Foundation (or V2-V3 Foundation Bridge) Certificate  A copy of your course completion certificate - this is a JPEG image provided to you at the very end of your online courseYou then complete the web form with your uploaded certificates and we will verify thisinformation and forward it to LCS for you. You will receive a copy of this web form for yourrecords too.LCS, our official ITIL® Examination Institute partner, will require a minimum of 5 workingdays notice - from the point at which you complete the web form – to arrange your finalweb-based exam date.LCS will then liaise directly with you – via email - to request your exam details and help youschedule your actual exam time, date and location.Note: You can take web based exams from your home or your local office. See the nextsection for details. Secure your Position Now: www.ITILTrainingZone.com/expert.html 15
    • The Online ITIL Expert Program | Intake 5 | March – June 2011Where Can I Sit Web Based Exams and What Locations Are Valid?For this program - you can sit web based exams from a location of your choosing.These are web based exams that are remotely proctored via web cam – therefore you canchoose to take your exams from the comfort of your own home too.You do not need to visit a test centre, classroom or a Prometric centre with web basedexams.What Equipment or Resources will I need to run Web Based Exams?You can take your exams from home or alternatively book a quiet meeting room or officefor two hours – ensuring there is an internet connected computer available and workingcorrectly within the room.When you order an ITIL web based exam, you will be informed that the following isrequired to take your exam: -• Any web cam with 640x480 video pixel resolution – including both external and ‘built-in’web cams (these are available from as little as $20 from all good retailers)• Headphones or speakers connected to your computer• A microphone connected to your computer (a web cam that has a built in microphone isrecommended but not mandatory)• A web browser (IE 6 and above or Firefox) with Adobe Flash Player installed. (Flash Player10 recommended)• Your authority to allow remote access to your computer and screen by the remote (webcam based) proctor. This is only ever done with your permission via a ‘pop-up’ message onscreen. You simply click ‘yes’ to allow the remote proctor viewing access - where required.You should test your local computer, network connection and web cam ahead of your examto ensure everything works correctly.LCS will provide you with a simple test script to run – ahead of your exam – just to ensurethat you can access their secure examination system correctly.At the agreed date/time you will login to the online exam system using the user name andpassword as provided by LCS. Secure your Position Now: www.ITILTrainingZone.com/expert.html 16
    • The Online ITIL Expert Program | Intake 5 | March – June 2011You will login to a secure page at your exam time – this is just like accessing any other webpage – except your exam is password protected.What Does My Web Based Exam Look Like?Your exam scenarios and questions will appear on screen as text – just like a normal webpage.You can manually control the flow and progress of all questions, skipping any question andthen returning to it later.As you progress through your questions, you will simply click to select your answer from theoption choices. You can change your mind later if needed.There is an on-screen timer that constantly updates you over the duration of your exam -and also pops an ‘alert’ message when you have 10 minutes remaining.Once you are satisfied with all of your answers you can click a button to end your examsession. You will see whether you have passed or failed straight away. Secure your Position Now: www.ITILTrainingZone.com/expert.html 17
    • The Online ITIL Expert Program | Intake 5 | March – June 2011What Happens When I Pass my Exam?You will receive a follow up email containing the breakdown of your results and showingwhich areas you did well on.After approximately 3-4 weeks, LCS will send you your official ITIL certificate and PIN.You can progress onto the next course in the Program as soon as you have passed yourexam – there’s no need to wait for your certificate unless you’re ready to start ‘ManagingAcross the Lifecycle’. Here we need confirmation of all previous Lifecycle certifications.What Happens if I Fail my Exam?If you fail, then you can re-submit your registration details after 5 days to try your examagain.You will also receive a follow up email containing the breakdown of your results, showingwhich areas you failed – this is vital for helping you to revise those key areas.Note: the cost of any exam re-sit is paid by you. See our Pricing Options for details.It is important to understand that you will receive full access to the course again and alsofull access to your ITIL Expert tutor – to assist you in re-taking your exam.Web Based Exams – Summary Easy to schedule with flexible time, date and location Fit exam times around your busy schedule Take your exams from home if you prefer Receive instant, on-screen results Certificates are delivered to your preferred locationNow let’s look at your Program schedule... Secure your Position Now: www.ITILTrainingZone.com/expert.html 18
    • The Online ITIL Expert Program | Intake 5 | March – June 201111 Program ScheduleFollowing on from our first three highly successful Program Intakes – this fifth Programintake runs between March and March June. You are advised to secure your place.You will receive one year’s full access to all of the courses below - from the date you join.This special Online ITIL Expert Program contains the following six ITIL V3 courses which areall fully accredited and available for you to study flexibly, from any location. ITIL Course Title Study Commitment (hours) All 5 ITIL V3 Lifecycles Plus MALC Mandatory Recommended Total Time ITIL Service Operation 21 21 42 ITIL Service Transition 21 21 42 ITIL Service Design 21 21 42 ITIL Service Strategy 21 21 42 ITIL Continual Service Improvement 21 21 42 ITIL Managing Across the Lifecycle 30 28 58You must already hold the ITIL V3 Foundation certificate (or ITIL V3 Foundation and theFoundation Bridge certificate) to be able to begin these courses. You may study any of thefirst five ITIL V3 Lifecycle courses in any order you prefer. The ITIL V3 ‘Capability’ courses arenot part of this package.The above course sequence is strongly recommended based on the experience of over 200other Program members. This sequence provides the opportunity to learn Service Operationfirst because most people are more familiar with these core concepts, then followingthrough the ‘Service Lifecycle’, you will cover all the related concepts in sequence and endwith ‘Managing across the Lifecycle’ - as the capstone course of the Program.You may only start ‘Managing across the Lifecycle’, once the other five Lifecycle courseshave been successfully studied and each exam is successfully passed.An official ITIL Certificate is awarded for each exam successfully passed; however only oneblue PIN is available after all 5 Lifecycle Exams have been successfully passed. This is theofficial structure of pins for ITIL Version 3. In addition, once ‘Managing across the Lifecycle’has also been passed, you will become a qualified ITIL V3 Expert and receive a separate ITILExpert Certificate, unique candidate reference and a new turquoise ITIL Expert PIN. Secure your Position Now: www.ITILTrainingZone.com/expert.html 19
    • The Online ITIL Expert Program | Intake 5 | March – June 201112 Your ResponsibilitiesFor any major program like this – there are responsibilities that you must uphold andmaintain. We have summarised the key ones below. Our Full Terms of Service are here12.1 Summary of Terms of ServiceYou agree to keep your personal portal access details (user ID and Password) to yourself atall times. Your account is not shareable or transferable to anyone else. It is for youpersonally.You agree that all materials and resources provided herein are for your sole use only andthey may not be re-used, re-purposed, transferred, distributed, re-sold, rented, copied,made available (electronically or otherwise) or given away.You agree that you do not have the right or authority to re-use any materials for thepurposes of performing or facilitating any other ITIL training – either online or offline(classroom).You agree to protect our intellectual copyrights and property and will not disclose, copy, orotherwise make available any of the materials provided herein.You agree to protect the ongoing integrity of the Program by carrying out yourresponsibilities as described in this document.In the event of breaking your responsibilities in our sole opinion, you may be withdrawnfrom the Program.12.2 Your Study and Revision TimeYou agree to regularly study and revise according to your preferred study schedule. Youagree to highlight any issues or challenges to us as soon as possible.You agree to try to complete all six courses within the one year Program timescale.You agree to pursue the goal of obtaining your ITIL Expert status within the one year period. Secure your Position Now: www.ITILTrainingZone.com/expert.html 20
    • The Online ITIL Expert Program | Intake 5 | March – June 201112.3 Technology RequirementsYou agree to use at least the following minimum technology specification as describedbelow: -For Online Training: -[1] PC or Laptop running at least Windows XP or above, or alternatively a MAC computer;minimum specification of 128 MB (256MB recommended) RAM and a minimum of a500MHz Processor.[2] Minimum Screen Display Size of 15” (17” widescreen or above recommended)[3] Headphones or speakers connected to your computer – to listen to video tutorials[4] A Web Browser (IE 6 and above or Firefox) with Adobe Flash Player installed. (FlashPlayer 10 recommended)[5] A reliable Internet connection of at least 1 Mbps - to view video tutorialsFor Web Based Exams (in addition to the above): -[6] Any web cam with a minimum of 640x480 video pixel resolution – including bothexternal and ‘built-in’ web cams (these are available from as little as $20 from all goodretailers).[7] A microphone connected to your computer (a web cam that has a built in microphone isrecommended but not mandatory)[8] Your authority to allow remote access to your computer and screen by the remote (webcam based) proctor. This is only ever done with your permission via a ‘pop-up’ message onscreen. You simply click ‘yes’ to allow the remote proctor viewing access - where required.For further details on Web Based Exams please visit:> http://www.itiltrainingzone.com/itil-exams-explained.html Secure your Position Now: www.ITILTrainingZone.com/expert.html 21
    • The Online ITIL Expert Program | Intake 5 | March – June 201112.4 Providing Evidence of Previous CertificationsYou agree to provide us with copies (scanned or faxed) of your previous and ongoing ITILcertifications in support of progressing through this Program. This includes your ITIL V3Foundation certificate and any other ITIL certificates.12.5 Upholding the Official Exam RulesYou agree to uphold the official ITIL examination rules and regulations including abiding bythe examination rules as set out by Loyalist Certification Services.You agree to taking your web based examinations at an approved location and you willuphold the Examination Institutes rules for conducting exams.You agree that you are solely responsible for any re-sit exam fees that may occur in theevent of failing any exam ($250 USD re-sit fee per exam).Overall, all web based exam vouchers are valid for 13 months from the date you wereprovided with your Program access (your subscription period). After this time all examvouchers will expire and no refunds will be possible.Once you have scheduled a web based exam with a future date, that exam voucher is thenvalid for a maximum duration of 3 months from the date you first scheduled the exam for.This allows for changes to your preferred exam date of up to 3 months.12.6 Overall AgreementBy registering for, and commencing the Program, you agree to uphold and maintain all ofthe above personal responsibilities throughout and after the life of this Program.Any failure to uphold and maintain your responsibilities, in our sole opinion, may lead toyour suspension or withdrawal from the Program.The above is a summary – please see our Full Terms of Service here (opens new window).Continue to read what real people have said about the Program... Secure your Position Now: www.ITILTrainingZone.com/expert.html 22
    • The Online ITIL Expert Program | Intake 5 | March – June 201114 Customer FeedbackHere is a selection of comments from real IT professionals who joined the first ITIL Expertprogram intake in January 2010...From: Alan Black, Quality Manager.I have been participating in the ITIL Experts program since late January. As of early May, I have successfullypassed the certification examinations for Service Operation, Service Transition and Service Design course.The videos, associated Training Guides and course quizzes have been invaluable in helping me to study forthe certification examinations. Each course is broken down into manageable lessons and the Table ofContents makes it easy to navigate within each lesson, for additional study.The online video lessons are easy to follow and completely understandable to me, since they are presentedin clear English. The ITIL Training Zone staff has been very responsive to my questions and comments. Tutorfeedback has been very quick, usually within 12 hours, well within the 24 hour expectation.Independent online training is the only way for me to get certified in the Intermediate modules. First of all,it fits into my busy schedule. Additionally, I don’t have to commit to a class schedule that has to beconvenient for everyone. The Program Study Trackers, allow me to better plan my study time, since I knowhow long each of the modules is, and if I do get interrupted, it is just a matter of either pausing the videoand coming back to it at a later time.What I enjoy the best are the additional materials; Mind Maps, Design Guidelines and best of all, the freeBonus course Implementing ITIL. I found some of the items mentioned in the Implementing ITIL course tobe very helpful in studying for the Service Transition certification exam.To me, this ITIL Expert Program is really good value for the money. This is especially important to me, sinceI paid for the course out of my own pocket. I have recommended this program to several of my colleagues,who are seriously interested in going for their ITIL Expert certification too.Alan Black, PMP, HISP. Quality Manager. United States.New! The Online ITIL Expert Program Case Study • For a deeper dive into this Program – take a look at this special case study that was written by one of our recent ITIL Expert Program Graduates...Read what other Program Members have to say... Secure your Position Now: www.ITILTrainingZone.com/expert.html 23
    • The Online ITIL Expert Program | Intake 5 | March – June 2011Customer Feedback – continued...From: Moacy Barros, ITSM Solutions Specialist, Brazil.The ITIL Expert Program is very clear, well produced and aligned to the core ITIL volumes.The study guides and courseware perfectly complements all the video tutorials and thesereally helped me to consolidate all the key concepts and knowledge.Online learning is definitely the best approach for me - I am a busy, multi-tasking personand I dont have time to study during the day. For me, study time all revolves around mypriorities, my family, my job and my other commitments. Whenever I have free time I caneasily access all my course materials and lessons and then study until it’s time to attend toanother priority!It’s easy to continue my studies from the point I stopped before. Regular classes dont havethis benefit.The process of scheduling and taking a web based exam is also very simple. I found thefinal exam difficulty level to be very similar to the sample exams provided with each course.Any questions relating to the registration process were all clarified by ITIL Training Zone.Initially, I was hesitant about taking my Service Operation exam, but after reading about theexperiences of other program members and talking to the team – I realised I was ready.I passed first time – with a score of 38/40 on my first attempt ;-)ITIL Training Zone gives me all the support necessary to be successful in my Exams. Mytutor answered my questions very quickly. The team always adds new resources and plentyof sample exams and more recently they added a new bonus course (Implementing ITIL)which was released to us, for free. This bonus will be very important for Program membersto gain additional real life tips and experiences in the ITIL world.What I personally like best about the ITIL Expert Program is the possibility to keep in touchvia the Program forum with specialists like Robin and Claire; they are key ITIL Experts andpractitioners.Moacy Barros, ITSM Solutions Specialist, Brazil.Read what other Program Members have to say... Secure your Position Now: www.ITILTrainingZone.com/expert.html 24
    • The Online ITIL Expert Program | Intake 5 | March – June 2011Customer Feedback – continued...From: Juanita Goad, IT Service Manager, United States.A classroom based course, that my company enrolled me in last year, cost $7,500plus travel costs and did not meet my expectations. However, the ITIL ExpertProgram costs about half that amount and is exceeding my expectations (I chose the‘fully inclusive’ option which included all my exam fees).I originally purchased the ITIL Expert Program in January 2010 because I neededthe knowledge for my position and the classroom course did not meet myexpectations; plus, I had to travel a great distance to attend.Online learning is better for me because there are fewer distractions, I can studyas time permits, I dont have to travel, and I can participate in the comfort ofmy own home or at the office.As part of the program - I took my Service Operation Exam as a web based exam -just a few weeks ago and I found the questions did tax my knowledge of thesubject. However, the operation of the web based exam was intuitive andthe online approach to the questions made the web based exam very simple tooperate.The ITIL Training Zone team are responsive, helpful and supportive. Anytime that Ihave had a query, I would contact the team and receive responses almostimmediately. It didnt seem to matter what time of day or night; they alwaysseemed to be there.The best thing I like about the program is the comprehensive course materials andthe assistance that seems to motivate you to "keep on keeping on".The training materials are incredible. They are very comprehensive and of greatvalue to the Program.I am excited and enjoying this learning experience like I have never done beforewith classroom courses.Juanita Goad, IT Service Manager, United States.Next, discover the special bonuses that come with the Program... Secure your Position Now: www.ITILTrainingZone.com/expert.html 25
    • The Online ITIL Expert Program | Intake 5 | March – June 201115 Two Special Bonuses - for New Program MembersJoin the Program before April 2011 and you will also receive these two additional bonusresources – which perfectly complement the core ITIL Expert Program...→ Bonus #1 – The “Implementing ITIL” Online Training Program by Randy Steinberg (Official ITIL Author, ITIL V3 Expert and Consultant)• Over 9 hours of video tutorials sharing real world best practices and techniques in designing, building and implementing ITIL based service solutions.• Includes 4 eBooks (online access) which underpin the video tutorials: Implementing ITIL, Servicing ITIL, Architecting ITIL and Measuring ITIL.• That’s over 1,000 pages of additional advice and guidance all based on what really works in the real world today.• This program has a retail value of $579.00→ Bonus #2 – The “Expert Success” eBook Library 12 Success eBooks – each focused on unlocking your inner strengths: helping you to maximize your study time, your personal effectiveness and your learning capabilities. The 12 eBooks of the “Expert Success” Library: -• Value-Driven IT - How to boost the business value of IT• Avoiding Procrastination - How to get even more done• Get Organized - Simple strategies for getting more organized• Goals - Unlock your true potential by achieving your goals• Transforming Your Mind - Awaken and expand your mind• Positive Thinking - How to unleash your inner success potential• Your Road To Success - Rediscover your purpose and enjoy more• 101 Success Steps - Proven methods for achieving higher success• How To Use Your Mind For Study - Maximizing your retention• Memory Improvement - How to remember more• Memory Techniques - Tips for improving how you study and learn• The Setting Goals Guide - How to achieve your perfect goals• This full eBook library is yours to download, print-out and keep forever. Secure your Position Now: www.ITILTrainingZone.com/expert.html 26
    • The Online ITIL Expert Program | Intake 5 | March – June 201116 Program Pricing OptionsAs someone who has already taken action and registered their interest – we are now in aposition to offer you an amazing offer... currencies will vary by your country locationThere are two pricing options – both are available until the registration deadline expires. Payment Option 1 – The ‘Easy Access’ PackageThis special payment option costs a one-time fee of just $1,995 USD.This option includes: all 6 online training courses, one year’s Program access, full tutorsupport and all of the resources and bonuses described in this document.NOTE: No exams are included in Option 1. Instead, you will purchase separate web basedexam vouchers - as you progress through the Program, at the times you are ready to registerfor each exam. Each exam voucher will cost $250 USD (or equivalent in your local currency).The purpose of Option 1 is to enable people who are self-funding their own education to beable to afford access to the Program. Exam vouchers can be purchased separately, ‘as andwhen’ they are needed. This keeps the initial Program entry cost down.Alternatively, there is a second payment option: - Payment Option 2 – The ‘Fully Inclusive’ PackageThis option costs just a one-time fee of $3,595 USD and includes all six web-based exams.So, for a one-time payment of $3,595 USD you will receive one year’s access, all 6 trainingcourses, all 6 web-based exams fees, plus full tutor support and all of the resources andbonuses described within this document.This is the preferred option for many people who are being sponsored and funded by theirorganization. You get full peace of mind with this all inclusive package.To secure your position on this Program – please read on... Secure your Position Now: www.ITILTrainingZone.com/expert.html 27
    • The Online ITIL Expert Program | Intake 5 | March – June 201117 Secure Your Position on the ITIL Expert Program.To secure your position on this exclusive Program - you need to do the following:1. Decide which Payment Option to Take (‘Easy Access’ or ‘Fully Inclusive’)2. Enrol NOW by Clicking: www.itiltrainingzone.com/expert.html3. We will follow up with you to process your payment (credit card / invoice).4. You will see you final price on-screen (or invoice) before purchasing.5. Your payment needs to reach us before your Program access starts.Note: We can accept credit cardpayments online, or alternatively we caninvoice you or your organization andreceive payment via electronic fundstransfer.Once your payment is receivedwe will provide you with a receipt.Once you are signed up and we havereceived your payment we will beginissuing your course access details. Use this link to enrol now > www.itiltrainingzone.com/expert.htmlAll the team are really looking forward to providingyour Online ITIL Expert Training and helping you toreach your goal of achieving ITIL V3 Expert over thenext year with us. Thanks for reading this guide! Secure your Position Now: www.ITILTrainingZone.com/expert.html 28