This document provides information about ITIL training and certification programs offered by United Group (UniG). It discusses UniG's background and services, including IT service management training and consulting. The document outlines UniG's ITIL training courses, from Foundation to Masters/Expert levels, and describes the objectives of the Foundation certification. It also references UniG's work assisting the UAE Ministry of Environment & Water in achieving ISO20000 certification and provides an overview of the ITIL framework and certification scheme structure.

1. ITIL Training & Certification
Programs
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ITIL Training & Certification Programs
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2. About us
United Group (UniG)
• UniG, an IT Solutions Provider, offering specialised engagement
in the area of Business Process Automation and Service
Management.
• Founded in 2010 – Dubai - UAE
• Market Region: UAE & Middle-East
• Services Offering:
 IT Service Management Training
 ICT Management Consulting
 Enterprise Software Solutions
ITIL Training & Certification Programs
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3. “IT is the Business,
Business is the IT”
How long would Your Organisation survive without IT Services?
Facts,
• No business can survive these days without it’s IT systems,
even fairly small concerns have become reliant on
technology to enable them to survive in the competitive
markets of today.
However,
• The IT Service Organisation’s success is no longer
determined by its ability to just build and acquire technical
assets.
As a result,
Apply ITIL • Because Business is highly depending on IT, IT Service
Organization has to perform at its highest peak efficiency to
support the Business to enable it to survive. 3
ITIL Training & Certification Programs

4. IT Service Management Consulting Services
• ITIL/ISO20000 Service Management Assessment & Benchmark
• ITIL process development & implementation
• ISO20000 Advisory & Support
• Information Security Management policies & process development
based on ISO27001
• IT Risk Management
• Business Continuity Management & Contingency planning
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5. IT Service Management Training
ITIL® Training: All our courses are accredited
ITIL ® V3 Foundations ITIL ® V3 Intermediate
• ITIL ® V3 Foundation • ITIL® Service Strategy
• ITIL ® V3 Foundation Bridge • ITIL® Service Design
• ITIL ® V3 Foundation Plus – Interactive • ITIL® Service Transition
• ITIL® Service Operation
E-Learning • ITIL® Continual Service Improvement
• ITIL ® V3 Foundation • ITIL® Operational Support and Analysis
• ITIL ® V3 Foundation Bridge • ITIL® Planning Protection and Optimization
http://www.eas-quest.com/e-learning.htm • ITIL® Release Control and Validation
• ITIL® Service Offerings and Agreements
ITIL Masters & Expert Apollo 13 ITSM Simulation Case Experience™
• ITIL® V2 Service Manager
• ITIL® V3 Manager Bridge
• ITIL® Managing Across the Lifecycle
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6. ITIL® (IT Infrastructure Library)
• ITIL stands for the IT Infrastructure Library, published by the Office
of Government Commerce (OGC) now know as The Cabinet
Office) in Great Britain. ITIL is a series of published books that each
cover a core essential area of IT Management. The publication
provides a common ground for the different components within a
business to discuss service management.
• ITIL ® is registered trademark of The Cabinet Office in the United
Kingdom and other countries
• ITIL Publications ‘A Brief History’:
ITIL V1 - first published in 1989 by UK’s government CCTA
(Central Computer and Telecommunications Agency) OGC, Now it is known
as The Cabinet Office.
• ITIL V2 – published in 2000
• Improved for international audience
• New types of service delivery
• ITIL V3 – published in 2007 (new updates edition 2011)
• Lifecycle model
• Greater focus on strategy and business outcomes
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7. ITIL® (IT Infrastructure Library)
ITIL has the following components:
• The ITIL Core – Best practice guidance applicable to all types of
organizations who provide services to a business
The ITIL core publications are:
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation ITIL
5. Continual Service Improvement
Service
Strategy
Service Transition
Continual Service
Improvement
• The ITIL Complementary Guidance – A complementary set of
publications with guidance specific to industry sectors, organization
types, operating models and technology architectures.
• Examples: ISO20000, ISO27001, COBIT, PRINCE® 2, etc
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8. ITIL Qualifications - Scheme Structure
22 credits minimum to achieve the ITIL Expert
5 credits for MALC
3 credits
each 4 credits each individual capability course
individual
lifecycle
course
2 credits for Foundation
ITIL Intermediate courses (Capability Modules):
(PPO) Planning, Protection and Optimization
(SOA) Service Offerings and Agreements
Based on The Cabinet Office ITIL® material. Reproduced under (RCV) Release, Control and Validation
licence from The Cabinet Office (OSA) Operational Support and Analysis
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9. ITIL ® Foundation - Course Objectives
 Provide clear understanding of the ITIL Framework including the
processes within service lifecycle Learn ITIL best practice framework
(all processes and their activities)
 Recognised the need to exploit changes in technology and deliver
business results through technology rather than with technology
 Understand the benefits of Continual Service Improvement to the
organisation
 Identify the opportunities to develop the ITIL Service Management
processes within your organisation
 Achieve the ITIL® Foundation Certificate (for candidates who wish to
take the examination)
ITIL ® is registered trademark of The Cabinet Office in the United Kingdom and other
countries
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10. ITIL® Foundation Exam
• IT Service Management Foundation Certificate (based on ITIL®)
• Paper based / Web based
• 60 minutes, closed book exam
• 40 multiple choice questions
• A score of 65% or more is considered a passing grade
• The recommended number of study days is three which can include
the official Foundation Exam.
• Attempting as many sample examination questions as possible is
strongly recommended.
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
The Swirl logo ™ is a Trade Mark of the Cabinet Office.
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11. References
ITIL/ISO20000 – ITSM Process Implementation
Ministry of Environment & Water is so far the first and only UAE federal ministry achieving
the ISO20000 certificate under assistance of UniG & audited by (Intertek).
ITIL Training Programs
ISO27001 – Information Security Management - Implementation
Software Solutions:
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