The document discusses IT Infrastructure Library (ITIL) training, its benefits, and certification processes. It highlights the importance of understanding when to implement ITIL and the resources needed for effective adoption, while also addressing the challenges that organizations may face. It includes details about various certification levels, training options, and the importance of aligning training with organizational needs.

1. IT Infrastructure Library™ (ITIL ® ) Training Why / When / How Much? IT Infrastructure Library™ (ITIL) ITIL ® is a registered trademark of the Office of Government Commerce

2. Agenda ITIL Certifications Why / When / How Much Training and Communication Plans ITIL Adoptions The Good The Bad The Ugly

3. Why / When / How Much? ITIL Foundation ITIL Awareness ITIL Lifecycle ITIL Certification ITIL Capability ITSM Workshops ISO Consultants ISO Foundation ITIL Clinics Custom Training

4. How much Training? How do we get to here? You are Here X X

5. How much Training? The Scouts Public Foundation / Corporate Foundation 2. The Engineers Allocate budget to include “Leads” &“Does” 3. Train through Project Lifecycle Just-in-Time training

6. Look at Your Needs and Culture Is Certification important in your organization? Are Diplomas? Is Tuition Reimbursement available? WHY?

7. Talk to a Professional Work with your training partner to evaluate and develop Communication & Training Plans Use the RACI (ARCI) Model www.itsmacademy.com/plans

8. What are the Benefits of ITIL Training? To the Company Increased customer satisfaction Better use of human resources More efficient (and competitive!) IT operations and services Measurable performance improvements and metrics Incentives, rewards and challenges means happier employees To the Attendee Strengthen skills and improve job performance Update knowledge in the field of choice (IT) Prove competencies to employer and customers worldwide (Certification) Qualify for jobs that require specialized knowledge Receive recognition from both the industry and peers (Certification)

9. The V3 Scheme has Four Levels Implement Execute Level 1 Level 2 Level 3 Level 4 Advanced (Applied) ITIL Expert™ (Lead) Intermediate Streams (Implement or Execute) Foundation (Understand)

10. ITIL Certifications ITIL Foundation 60 minutes 40 multiple choice Questions 65% to pass ITIL Capability (SOA/PPO/RCV/OSA) 120 minutes 8 gradient multiple choice Questions 70% to pass ITIL Lifecycle (SS/SD/ST/SO/CSI) 120 minutes 8 gradient multiple choice Questions 70% to pass For learners with previous ITIL certifications, the Foundation & Service Manager Bridge Courses are available until 2011

11. What We’ve Seen – The Good Improved customer and user satisfaction Clear responsibilities Infrastructure under control Consistency and stability provided Repeatable processes providing a baseline for quality measurement and improvement More efficient use of resources Reinventing the wheel is avoided Lower operational costs Reduction in unplanned work = 

12. What We’ve Seen – The Bad The assumption ITIL is a complete process solution and will meet all of your ITSM requirements Ignoring need to market and communicate inside & outside IT Thinking you can “buy” ITIL through a technology Confusing Process with Procedures Not dedicating enough resources to the development effort Thinking process development equates to process implementation Failing to adopt process capability maturity/improvement model Believing there won’t be a cultural impact to the organization Not training the right people at the right level – NOT everyone needs to have an ITIL Foundation Certification, but leaders need advanced training

13. What We’ve Seen – The Ugly You can not Buy ITIL, You can’t even Implement ITIL, You are adapting your culture into a service organization.

14. Accredited Education ITIL Foundation ITIL Foundation and Managers Bridge ITIL Lifecycle, Capability and MALC ITIL Practitioner, Service Manager (V2) Certified Process Design Engineer (CPDE) ® Microsoft Operations Framework (MOF) Foundation ISO/IEC 20000 Foundation PMI PMP Exam Prep Practical, Value-Add Workshops Apollo 13 - an ITSM Case Experience™ Visible Ops: The Class ITIL, MOF, ISO 20K Awareness And More! Ft. Lauderdale, Dallas & Washington, DC - Public Corporate on-site Classes Virtual Classes Courseware Licensing Alumni Program PMI Global Education Provider Federal Government (GSA) Contractor Certified Woman-Owned Tens of thousands of learners trained since 2003 ITSM Professional Diplomas About ITSM Academy

15. Online Resources best-management-practice.com (ITIL) itsmfusa.org (ITSM user organization) isaca.org (COBIT) itgi.org (IT Governance Institute) microsoft.com/mof (MOF) isoiec20000certification.com (ISO 20K) itsmacademy.com ITSM Professor blog Monthly webinars Awareness and certification courses

16. ITSM Academy Affiliates

17. Questions and Answers www.itsmacademy.com 888. 872. ITSM (4876) 954-491-3442 Thank you for attending

18. Remember the Goal….