ITIL Intermediate Qualification: Service Design Certificate. Webinar presentation 17 April 2009

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "ITIL Intermediate Qualification: Service Design Certificate. Webinar presentation 17 April 2009"

Transcription

1 ITIL Intermediate Qualification: Service Design Certificate Webinar presentation 17 April 2009

2 Team Lead Service Design Signe-Marie Hernes Bjerke Cand. Scient. degree in Computer Science IT Industry since 1990 Teaching, Project Management and ITSM consulting Instructor on ITIL courses since 2000 ISEB and APMG Examiner Board of itsmf Norway Daytime job: Det Norske Veritas (DNV)

3 Content of Webinar Part 1: The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development Part 2: Q&A Pre-submitted Questions Questions from you during the webinar

4 The Service Design Module Part 1: The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development

5 Who is who? Who owns ITIL? Who publishes the books? Who administers the qualifications? Who is responsible for the development of the V3 exams? Sharon Taylor Chief Examiner Who is responsible for the development of individual V3 Qualifications? Senior Examiners all around the world 5

6 Service Design module in the V3 Scheme Part of the ITIL Intermediate Lifecycle stream

7 Intermediate Qualifications Lifecycle Dual Stream Capability Managerial focused Based on each lifecycle phase 21 hours for each module the management view Process cluster focused Practice area 30 hours for each module the practitioner view Course: classroom or virtual study Prerequisite: Foundation certificate Individual module certification Exam: Complex, scenario based, gradient multiple choice (90 min 70% pass) 7

8 Service Design module in the V3 Scheme Part of the ITIL Intermediate Lifecycle stream

9 About the certification ITIL V3 Foundation ATO 2 years of experience Pre Reading Study Guides being launched

10 The Service Design Module Part 1: The Service Design Module A. Context in qualification scheme B.Overview of module C.Qualification development - The syllabus - The certification

11 Who should attend? Those involved in the ongoing management, coordination and integration of design activities Examples: CIOs, CTOs, managers supervisory staff, team leaders designers, architects, planners, IT audit managers, IT security managers IT consultants, ITSM trainers

12 The Service Design Module (SD) The SD module covers an introduction to the Service Lifecycle the principles, processes, functions, activities within the SD phase of the Lifecycle technology & implementation considerations

13 Learning Objectives To gain competencies in the following: Management and control of all SD activities Management and application of SD concepts SD principles and management of SD processes Control of SD technology related activities The organisational and technological issues Implementation and critical success factors

14 The SD Syllabus units 1. Introduction 2h 2. Principles 4h 3. Processes 7h 4. Activities 2h 5. Organizing 1,5h 6. Technology 0,5h 7. Implementation 2h Please note: Timing is suggestion only You don t have to follow the order of the syllabus as long as you cover all items Balance the detail level Recommendations: Use adult learning principles: (30/70 principle theory/practice) Be innovative! Have fun! 8. Summary 2h

15 SD01 Introduction to Service Design How Service Design fits in the overall Service Lifecycle Main purpose and objectives of Service Design Service Design Package Service Acceptance Criteria Value to the business 2 hours

16 SD02 Service Design Principles Service requirements, business requirements & drivers Design activities and constraints The five aspects of Service Design Business Service Management and Service Oriented Architecture principles Service Design models 4 hours

17 SD03 Service Design Processes The managerial and supervisory aspects of the ITIL processes covered in the Service Design stage: Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Process Inputs Outputs 7 hours

18 SD04 SD Technology related activities Requirement types Requirements Engineering Data and Information Management Techniques within Application Management 2 hours

19 SD05 Organising for Service Design Service Design roles, responsibilities and capabilities functional roles analysis and RACI the roles and responsibilities within Service Design 1,5 hour

20 SD06 Consideration of Technology Technology considerations for Service Design types of tools that would benefit Service Design requirements for Service Management tools 0,5 hour

21 SD07 SD Implementation & improvement The Service Design issues relating to: Business Impact Analysis, Service Level Requirements and risks The six-stage implementation approach Measurements through Critical Success Factors and Key Performance Indicators 2 hours

22 SD08 Summary and Exam Preparation summarises the material prepares candidates for the examination preferably one mock examination opportunity 2 hours

23 The SD Syllabus units 1. Introduction 2h 2. Principles 4h 3. Processes 7h 4. Activities 2h 5. Organizing 1,5h Remember: Timing is suggestion only You don t have to follow the order of the syllabus Be innovative and have fun! Use adult learning principles: (30% lecture - 70% activity) 6. Technology 0,5h 7. Implementation 2h 8. Summary 2h

24 Methods and Involvement level Involvement level Method Role-play Self study Projects HIGH Reflection Learner focused Group work Examples Exercises Buzz groups Stories Discussion Questions LOW Trainer focused Brainstorming Instruction Dialogue Lecture Monologue Choose methods to facilitate the learning process

25 The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development - The syllabus - The certification

26 ITIL Version 3 Intermediate exams Complex scenario based gradient multiple choice More than 2000 exams taken across all modules

27 Exam Testing Style Eight questions: scenario-based multiple choice gradient scored Each question - 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 90 mins Pass Score: 28/40 or 70%

28 Bloom s level Bloom Level 3 Bloom Level 4 = Applying = Analyzing Verbs to deliver this: Demonstrate Apply Distinguish Justify Produce Decide

29 The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development

30 Question Development Process Write Question Team review Independent QA Approval n y Exam Paper v1.0 Internal pilot Team review Moderate Questions QA approval Exam Paper v2.0 External pilot Team review Moderate Questions QA approval Exam Paper v3.0 Live paper Live statistics

31 About Scenarios The scenario should: support a global audience be relevant to the question provide information required for the question only include information that the candidate needs to analyze Combined total will not exceed Scenario ~ 400 words Question ~ 400 words Total ~ 600 words

32 About Questions and Answers The question should be: Test core knowledge of the SD module Be dependent on the scenario And the hardest part The answer options: One correct Two not as correct as the correct one, but not really wrong One really wrong, a distracter but should not be that easy to spot How hard can it be to write a question?

33 Question Development Service Design team 6 members based in UK, Belgium, Norway QA with independent reviewer Template for consistency QA criteria based on pilots and experience Team conference calls Senior examiner meetings and updates

34 Translation of Exam Papers APMG to review market demand create translations schedule Languages likely to be considered International French International Spanish Japanese German Brazilian Portuguese

35 CSI for the SO Module How How do do we we keep keep the the momentum going? going? What What is is the the Vision? Vision? Where Where are are we we now? now? Where Where do do we we want want to to be? be? Consistent pass pass rate rate Answer distribution 2 sample sample papers papers 2 live live papers papers Ongoing moderation 3 new new live live papers papers in in How How do do we we get get there? there? QA QA criteria's made made Learn Learn from from experience Did Did we we get get there? there? In In progress

36 Content of Webinar Part 1: The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development Part 2: Q&A Pre-submitted Questions Questions from you during the webinar

37 Any Questions

ITIL Intermediate Qualification: Service Offerings and Agreement. Webinar presentation 8 May 2009

ITIL Intermediate Qualification: Service Offerings and Agreement. Webinar presentation 8 May 2009 ITIL Intermediate Qualification: Service Offerings and Agreement Webinar presentation 8 May 2009 Team Lead SOA Vernon Lloyd FISM IT Industry before it was IT (1970) Done most things in most places ITSM

More information

ITIL Intermediate Qualification: Service Strategy Certificate. Webinar presentation 15 April 2009

ITIL Intermediate Qualification: Service Strategy Certificate. Webinar presentation 15 April 2009 ITIL Intermediate Qualification: Service Strategy Certificate Webinar presentation 15 April 2009 Content of Webinar Part 1: Presentation of Module Introduction to module an its context in the qualification

More information

ITIL V3 Service Design Certification Program 3 Days

ITIL V3 Service Design Certification Program 3 Days ITIL V3 Service Design Certification Program 3 Days Program Overview The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate

More information

ITIL 2011 Service Design Certification Program - 3 Days

ITIL 2011 Service Design Certification Program - 3 Days ITIL 2011 Service Design Certification Program - 3 Days Program Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE SERVICE DESIGN CERTIFICATE SYLLABUS Page 2 of 18 Contents SERVICE DESIGN CERTIFICATE 4 Target Candidate 4 Prerequisite Entry

More information

ITIL Service Design Lifecycle

ITIL Service Design Lifecycle ITIL Service Design Lifecycle Certificate: ITIL Service Design Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom, Exam, ebook Course ID: ITL9336 Language: English Credits: 3 Credits to ITIL

More information

ITIL V3 Service Operation Certification Program

ITIL V3 Service Operation Certification Program ITIL V3 Service Operation Certification Program 3 Days Program Overview The ITIL Intermediate Qualification: Service Operation (SO) Certificate, although a stand alone qualification, yet is also part of

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name Purpose of Document Document Version Number 5.4 Document Status Document Owner Prepared By The ITIL Intermediate Qualification Service Design

More information

ITIL Intermediate Programs

ITIL Intermediate Programs ITIL Intermediate ITIL Intermediate Course: Capability Track Course Title: Service Offerings and Agreements (SOA) Delivery Mode: Classroom Duration: 5 days Course Description: This 5-day course immerses

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT CERTIFICATE SYLLABUS Page 2 of 18 Document owner The Official ITIL Accreditor Contents CONTINUAL

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE SERVICE OPERATION CERTIFICATE SYLLABUS Document owner The Official ITIL Accreditor Page 2 of 18 Contents SERVICE OPERATION

More information

ITIL v3 Qualification Scheme

ITIL v3 Qualification Scheme ITIL v3 Qualification Scheme ITIL Version 3 Qualification Scheme diagram Key for the Intermediate modules: Lifecycle modules SS Service Strategy SD Service Delivery ST Service Transition SO Service Operation

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name Purpose of Document Document Version Number 3.0 Document Status Document Owner Prepared By ITIL Service Management Practices: V3 Qualifications

More information

ITIL Service Lifecycle Design

ITIL Service Lifecycle Design ITIL Service Lifecycle Design Course Details Course Code: Duration: Notes: ITILSL-Des 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based on

More information

ITIL Planning Protection and Optimization (PPO) Capability Virtual Classroom

ITIL Planning Protection and Optimization (PPO) Capability Virtual Classroom ITIL Planning Protection and Optimization (PPO) Capability Virtual Classroom Certificate: ITIL PPO Capability Duration: 5 days (virtual) classroom Course Delivery: Classroom, Exam, ebook Course ID: ITIL-PPO-CB

More information

ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition

ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition Take your ITIL skills to the next level ITIL Lifecycle ITIL Intermediate: Part of the complete ITIL Education Program Advance your career Add value to your organisation Gain credits towards ITIL Expert

More information

ITIL Service Lifecycle Transition

ITIL Service Lifecycle Transition ITIL Service Lifecycle Transition Course Details Course Code: Duration: Notes: ITILSL-Tran 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE CAPABILITY RELEASE, CONTROL AND VALIDATION CERTIFICATE SYLLABUS Page 2 of 23 Contents RELEASE, CONTROL AND VALIDATION CERTIFICATE 4

More information

ITIL Intermediate: Service Design. Lesson Plan. Mock Exam: Duration: Language:

ITIL Intermediate: Service Design. Lesson Plan. Mock Exam: Duration: Language: ITIL Intermediate: Service Design Lesson Plan Delivery: e-learning Certificate: Examination (included) Accredited By: EXIN Mock Exam: Duration: Language: Included in Course (x2) 20 hours, self-paced English

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE CAPABILITY SERVICE OFFERINGS AND AGREEMENTS CERTIFICATE SYLLABUS Page 2 of 23 Document owner The Official ITIL Accreditor Contents SERVICE

More information

ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days

ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days Program Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE CAPABILITY PLANNING, PROTECTION AND OPTIMIZATION CERTIFICATE SYLLABUS The Swirl logo is a trade mark of the Cabinet Office ITIL is a

More information

Factsheet ITIL -V3 Capability module Service Offerings and Agreements

Factsheet ITIL -V3 Capability module Service Offerings and Agreements Factsheet ITIL -V3 Capability module Service Offerings and Agreements www.startel.nl 1. GENERAL 1.1. Course data and course hours Training courses IT Service Management Capability module Service Offerings

More information

(A 5-Day course including examination)

(A 5-Day course including examination) Course Description ITIL v3 Managing Across the Lifecycle (MALC) (A 5-Day course including examination) The Managing Across the Lifecycle Certificate is the final module of the Service Lifecycle and/or

More information

INTERMEDIATE QUALIFICATION

INTERMEDIATE QUALIFICATION PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE CAPABILITY OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATE SYLLABUS Page 2 of 21 Document owner The Official ITIL Accreditor Contents OPERATIONAL

More information

Document Control Information

Document Control Information Document Control Information Document Details Document Name Purpose of Document Document Version Number 5.4 Document Status Document Owner Prepared By The ITIL Intermediate Qualification Release Control

More information

ITIL V3 Release, Control and Validation (RCV) Certification Program - 5 Days

ITIL V3 Release, Control and Validation (RCV) Certification Program - 5 Days ITIL V3 Release, Control and Validation (RCV) Certification Program - 5 Days Program Overview The ITIL Intermediate Qualification: Release, Control and Validation (RCV) Certificate, although a stand alone

More information

ITIL Service Lifecycle Operation

ITIL Service Lifecycle Operation ITIL Service Lifecycle Operation Course Details Course Code: Duration: Notes: ITILSL-Oper 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based

More information

Demystifying The ITIL V3 Certification Paths

Demystifying The ITIL V3 Certification Paths Demystifying The ITIL V3 Certification Paths Version : 1.0 Date : January 2008 Location : Burlington, ON Author : Pierre Bernard, Pink Elephant Demystifying The ITIL V3 Certification Paths By Pierre Bernard,

More information

ITIL Operations Support Analysis (OSA) Certification Program - 5 Days

ITIL Operations Support Analysis (OSA) Certification Program - 5 Days ITIL Operations Support Analysis (OSA) Certification Program - 5 Days Program Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology

More information

ITIL V3 Operational Support and Analysis (OSA) Certification Program - 5 Days

ITIL V3 Operational Support and Analysis (OSA) Certification Program - 5 Days ITIL V3 Operational Support and Analysis (OSA) Certification Program - 5 Days Program Overview The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate, although a stand

More information

Factsheet ITIL -V3 Capability module Release, Control and Validation

Factsheet ITIL -V3 Capability module Release, Control and Validation Factsheet ITIL -V3 Capability module Release, Control and Validation www.startel.nl 1. GENERAL 1.1. Course data and course hours Training courses IT Service Management Capability module Release, Control

More information

ITSM Specialties, LLC

ITSM Specialties, LLC Class Overview Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following: Capacity Management Availability

More information

ITIL v2 to v3 qualification conversion

ITIL v2 to v3 qualification conversion ITIL v2 to v3 qualification conversion ITIL version 3 Qualification Scheme diagram http://www.itil-officialsite.com/qualifications/itilv3creditsystem.asp 1 Bridging from existing ITIL v1 or v2 certification

More information

USING THE PRINCIPLES OF ITIL ; SERVICE CATALOGUE

USING THE PRINCIPLES OF ITIL ; SERVICE CATALOGUE USING THE PRINCIPLES OF ITIL ; SERVICE CATALOGUE Examination Syllabus V.0 April 01 ITIL is a registered trade mark of the Cabinet Office APMG Service Catalogue 01 Examination Syllabus INTRODUCTION The

More information

USING THE PRINCIPLES OF ITIL ; SERVICE CATALOGUE. Examination Syllabus V 1.2. October 2009

USING THE PRINCIPLES OF ITIL ; SERVICE CATALOGUE. Examination Syllabus V 1.2. October 2009 USING THE PRINCIPLES OF ITIL ; SERVICE CATALOGUE Examination Syllabus V 1. October 009 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries APMG

More information

Accredited ITIL elearning courses

Accredited ITIL elearning courses Accredited ITIL elearning courses Contents Introducing ITIL. 3 Available now!. 4 ITIL 2011 Foundation elearning. 5 ITIL Intermediate level. 7 ITIL 2011 Intermediate: Service Strategy Premium elearning.

More information

ITIL v3 Service Manager Bridge

ITIL v3 Service Manager Bridge ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager

More information

Brochure Service Design SPO

Brochure Service Design SPO Brochure Service Design SPO About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by students

More information

ITSM Specialties, LLC

ITSM Specialties, LLC Class Overview Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following: Service Portfolio Management

More information

Brochure Service Strategy SPO

Brochure Service Strategy SPO Brochure Service Strategy SPO About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by

More information

ITIL Service Management Practices V3 Qualifications Scheme

ITIL Service Management Practices V3 Qualifications Scheme ITIL Service Management Practices V3 Qualifications Scheme Contents 1. Scope and purpose of document 1 1.1. Synopsis 1 1.2. Suggested reading 1 2. ITIL Overview 1 2.1. What is ITIL? 1 2.2. What does official

More information

ITIL CERTIFICATE IN SERVICE OFFERINGS AND AGREEMENT

ITIL CERTIFICATE IN SERVICE OFFERINGS AND AGREEMENT ITIL CERTIFICATE IN SERVICE OFFERINGS AND AGREEMENT The ITIL Certificate in Service Offerings and Agreement is intended to enable the holders of the certificate to the ITIL Foundation certificate in IT

More information

ITIL Service Lifecycle Stream

ITIL Service Lifecycle Stream ITIL Lifecycle Stream Syllabus at a Glance Strategy Design Transition Operation Continual Improvement Introduction to service strategy Introduction to service design Introduction to service transition

More information

ITIL QUALIFICATION SCHEME & ROLE-BASED TRAINING MATRIX WHITE PAPER

ITIL QUALIFICATION SCHEME & ROLE-BASED TRAINING MATRIX WHITE PAPER & ROLE-BASED TRAINING MATRIX WHITE PAPER PRESENTED BY: PUBLISHED: MAY 1, 2014 VERSION: 4 LISA SCHWARTZ AND DONNA KNAPP, ITSM ACADEMY SECTION PAGE Overview 2 Path to ITIL Expert Certification 3-5 Complementary

More information

ITIL Service Management Practices: ITIL Qualification Scheme

ITIL Service Management Practices: ITIL Qualification Scheme ITIL Service Management Practices: ITIL Qualification Scheme April 2012 The swirl logotm is a trade mark of AXELOS Limited ITIL is a registered trade mark of AXELOS Limited Page 1 of 35 Contents 1. Scope

More information

BCS Specialist Certificate in Service Desk & Incident Management Syllabus

BCS Specialist Certificate in Service Desk & Incident Management Syllabus BCS Specialist Certificate in Service Desk & Incident Management Syllabus Version 1.8 March 2015 BCS Specialist Certificate in Service Desk & Incident Management Syllabus Contents Change History... 2 Rationale...

More information

Prince2. Foundation and practitioners. Course

Prince2. Foundation and practitioners. Course Prince2 Foundation and practitioners Course PRINCE2 Foundation Course PRINCE2 provides an easily tailored and scalable method for the management of all types of projects. This method is the de-facto standard

More information

ITIL Service Management Practices: ITIL Qualification Scheme

ITIL Service Management Practices: ITIL Qualification Scheme ITIL Service Management Practices: ITIL Qualification Scheme February 2011 The Swirl logo is a Trade Mark of the Office of Government Commerce ITIL is a Registered Trade Mark of the Office of Government

More information

Brochure Service Strategy ILO

Brochure Service Strategy ILO Brochure Service Strategy ILO About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by

More information

Specialist Certificate in Business Relationship Management Syllabus. Version 1.2

Specialist Certificate in Business Relationship Management Syllabus. Version 1.2 Specialist Certificate in Business Relationship Management Syllabus Version 1.2 August 2010 Specialist Certificate in Business Relationship Management Syllabus Contents Rationale...2 Aims and Objectives...2

More information

BCS-ISEB Business Analysis Training

BCS-ISEB Business Analysis Training BCS-ISEB Business Analysis Training Qualifications and Training Explained 2012 1 BCS-ISEB Business Analysis Training Business Analysis is where business management skills and IT systems skills meet. It

More information

ITIL Foundation Certification Course

ITIL Foundation Certification Course ITIL Foundation Certification Course About the Programme While most IT divisions are organized by functions such as desktop management, application management, Network management, System & database administration,

More information

Revised October 2013

Revised October 2013 Revised October 2013 Version 3.0 (Live) Page 0 Owner: Chief Examiner CONTENTS: 1. Introduction..2 2. Foundation Certificate 2 2.1 The Purpose of the COBIT 5 Foundation Certificate.2 2.2 The Target Audience

More information

COBIT 5 IMPLEMENTATION SYLLABUS

COBIT 5 IMPLEMENTATION SYLLABUS COBIT 5 IMPLEMENTATION SYLLABUS 2013 Version 1.0 (Status Live) Page 0 Owner: Chief Examiner 1. Introduction The COBIT 5 Implementation Guide provides the main guidance for a practical approach to implementing

More information

ITIL V3 Service Lifecycle - Design

ITIL V3 Service Lifecycle - Design ITIL V3 Service Lifecycle - Design Course Length: 3 Days Course Overview This hands-on course leads to a Certificate in ITIL V3 Service Lifecycle Management - Service Design. Upon successful completion,

More information

Practitioner Certificate Software Asset Management Syllabus. Version 2.0

Practitioner Certificate Software Asset Management Syllabus. Version 2.0 Practitioner Certificate Software Asset Management Syllabus Version 2.0 June 2010 Practitioner Certificate in Software Asset Management The ISEB Practitioner Certificate in Software Asset Management (SAM)

More information

ITIL Service Management Practices V Qualifications Scheme

ITIL Service Management Practices V Qualifications Scheme ITIL Service Management Practices V Qualifications Scheme ITIL Service Management Practices Contents 1. Scope and purpose of document 3 1.1. Synopsis 3 1.2. Suggested reading 3 2. ITIL Overview 3 2.1.

More information

BCS Specialist Certificate in Business Relationship Management Syllabus. Version 1.9 March 2015

BCS Specialist Certificate in Business Relationship Management Syllabus. Version 1.9 March 2015 BCS Specialist Certificate in Business Relationship Management Syllabus Version 1.9 March 2015 BCS Specialist Certificate in Business Relationship Management Syllabus Contents Change History... 2 Rationale...

More information

OGC s Official Accreditor

OGC s Official Accreditor Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL V3 Foundation Bridge Certificate in IT Service Management SYLLABUS OGC s Official Accreditor The Swirl logo is a Trade Mark

More information

EDUCORE ITIL FOUNDATION TRAINING

EDUCORE ITIL FOUNDATION TRAINING EDUCORE ITIL FOUNDATION TRAINING Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management Overview The purpose of the ITIL Foundation

More information

ITIL Foundation for IT Service Management 2011 Edition

ITIL Foundation for IT Service Management 2011 Edition ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering

More information

An Implementation Roadmap

An Implementation Roadmap An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East

More information

ITIL Intermediate Lifecycle Stream:

ITIL Intermediate Lifecycle Stream: ITIL Intermediate Lifecycle Stream: SERVICE DESIGN CERTIFICATE Sample Paper 1, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios upon which the 8

More information

COBIT 5 Implementation Certifi cate. Training Course & Exam

COBIT 5 Implementation Certifi cate. Training Course & Exam COBIT 5 Implementation Certifi cate Training Course & Exam Introduction The COBIT 5 Implementation Certifi cate is a Practitioner Level Training Course that focuses on how to apply COBIT 5 (The Framework

More information

IS Management, ITIL, ISO, COBIT...

IS Management, ITIL, ISO, COBIT... IS Management, ITIL, ISO, COBIT... Orsys, with 30 years of experience, is providing high quality, independant State of the Art seminars and hands-on courses corresponding to the needs of IT professionals.

More information

ITIL: Service Design

ITIL: Service Design ITIL: Service Design Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom's Taxonomy What do you Expect? Housekeeping

More information

BCS Specialist Certificate in Change Management Syllabus

BCS Specialist Certificate in Change Management Syllabus BCS Specialist Certificate in Change Management Syllabus Version 1.9 March 2015 BCS Specialist Certificate in Change Management Syllabus Contents Change History... 2 Rationale... 3 Aims and Objectives...

More information

Business Skills & Project Management. Key Learning Objectives

Business Skills & Project Management. Key Learning Objectives About the Course The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL Intermediate Capability stream, and

More information

ITIL Intermediate Lifecycle Stream:

ITIL Intermediate Lifecycle Stream: ITIL Intermediate Lifecycle Stream: SERVICE DESIGN CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios upon which the eight

More information

ITIL Service Lifecycle: Service Operation

ITIL Service Lifecycle: Service Operation Certification ITIL Service Lifecycle: Service Operation ITIL Intermediate Qualification: Service Operation certificate Prerequisites ITIL Foundation Certification (v3 or newer) required Two years of relevant

More information

ITIL Foundation. 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals. Language(s): Corporate Short Course

ITIL Foundation. 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals. Language(s): Corporate Short Course ITIL Foundation Length: Location: Language(s): Audience(s): Level: Vendor: Type: Delivery Method: 5 Days 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals Beginner ITIL Corporate

More information

ISO20000: What it is and how it relates to ITIL v3

ISO20000: What it is and how it relates to ITIL v3 ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM) Objectives and Agenda To raise awareness, to inform and to enthuse

More information

ITIL Intermediate Capability Stream:

ITIL Intermediate Capability Stream: ITIL Intermediate Capability Stream: SERVICE OFFERINGS AND AGREEMENTS (SOA) CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios

More information

Updates to the Business Systems Development (BSD) Diplomas

Updates to the Business Systems Development (BSD) Diplomas Updates to the Business (BSD) Diplomas Introduction ISEB has been offering the BSD qualification scheme since 1999. Since that time revisions have been made to the modules in order to ensure that the scheme

More information

ITIL Service Managers Course Fact Sheet

ITIL Service Managers Course Fact Sheet ITIL Service Managers Course Fact Sheet 10+2 Days I Classroom I ITL1040 IT Infrastructure Library (ITIL) is a collection of Best Practices for the management and delivery of IT services and IT infrastructure.

More information

ISEB Qualifications. an evolving framework for the future

ISEB Qualifications. an evolving framework for the future ISEB Qualifications an evolving framework for the future Background and Objectives Provide customers with a clearer view through the various certifications Agree levels of ISEB qualifications Identify

More information

ITIL V3 Foundation Certification - Sample Exam 1

ITIL V3 Foundation Certification - Sample Exam 1 ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of

More information

BCS Intermediate Certificate in Energy and Cost Management in the Data Centre Syllabus

BCS Intermediate Certificate in Energy and Cost Management in the Data Centre Syllabus BCS Intermediate Certificate in Energy and Cost Management in the Data Centre Syllabus Version 2.2 March 2015 Change History Any changes made to the syllabus shall be clearly documented with a change history

More information

- 5 days (30 PDUs)... 15. ITIL V3 Intermediate Capability - Planning, Protection and Optimization... 14

- 5 days (30 PDUs)... 15. ITIL V3 Intermediate Capability - Planning, Protection and Optimization... 14 Course List Business Analysis... 5 Advanced Business Analysis - 2 days (16 PD Hrs/CDUs)... 5 Basics of Business Analysis - 1 day... 5 Business Process Analysis - 2 days... 5 Business Analysis Certification

More information

500 Creek View Road Newark, DE 19808. LearningServices@compaid.com www.compaid.com/learningservices. ITIL Foundation Training Business Case

500 Creek View Road Newark, DE 19808. LearningServices@compaid.com www.compaid.com/learningservices. ITIL Foundation Training Business Case 500 Creek View Road Newark, DE 19808 LearningServices@compaid.com www.compaid.com/learningservices ITIL Foundation Training Business Case BUSINESS CASE WHAT IS ITIL? ITIL is the most widely used and successful

More information

ITIL: Release, Control & Validation (RCV) (Revision 1.6)

ITIL: Release, Control & Validation (RCV) (Revision 1.6) ITIL: Release, Control & Validation (RCV) (Revision 1.6) Course Overview This program leads to a Certificate in ITIL Service Capability Management - Release, Control & Validation. The Service Capability

More information

EXIN Accredited 4 days workshop on ITIL Intermediate Qualification- Release Control & Validation Certificate

EXIN Accredited 4 days workshop on ITIL Intermediate Qualification- Release Control & Validation Certificate EXIN Accredited 4 days workshop on ITIL Intermediate Qualification- Release Control & Validation Certificate About the Workshop Workshop on The ITIL Intermediate Qualification: Release, Control and Validation

More information

-Blue Print- The Quality Approach towards IT Service Management

-Blue Print- The Quality Approach towards IT Service Management -Blue Print- The Quality Approach towards IT Service Management The Qualification and Certification Program in IT Service Management according to ISO/IEC 20000 TÜV SÜD Akademie GmbH Certification Body

More information

ITIL: Planning, Protection & Optimization (PPO) (Revision 1.6)

ITIL: Planning, Protection & Optimization (PPO) (Revision 1.6) ITIL: Planning, Protection & Optimization (PPO) (Revision 1.6) Course Overview This hands-on course leads to a Certificate in ITIL Service Capability Management - Planning, Protection and Optimization.

More information

Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC 20000. Specification Sheet. ISO/IEC 20000 Foundation Bridge TÜV SÜD Akademie

Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC 20000. Specification Sheet. ISO/IEC 20000 Foundation Bridge TÜV SÜD Akademie Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC 20000 Specification Sheet TÜV SÜD Akademie Issue: 2.0 Date: 25 October 2012 Table of Contents 1 Reading aid... 4 2 ISO/IEC 20000 -

More information

The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered trade mark of the Cabinet Office

The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered trade mark of the Cabinet Office Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management SYLLABUS The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered

More information

ITIL: Service Offerings & Agreements (SOA) (Revision 1.6)

ITIL: Service Offerings & Agreements (SOA) (Revision 1.6) ITIL: Service Offerings & Agreements (SOA) (Revision 1.6) Course Overview This hands-on course leads to a Certificate in ITIL Service Capability Management - Service Offerings & Agreements. The series

More information

PINK ELEPHANT THOUGHT LEADERSHIP WHITE PAPER DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN

PINK ELEPHANT THOUGHT LEADERSHIP WHITE PAPER DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN PINK ELEPHANT THOUGHT LEADERSHIP WHITE PAPER DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN Executive Summary Developing and implementing an overall IT Service Management (ITSM) training

More information

Brochure Service Design ILO

Brochure Service Design ILO Brochure Service Design ILO About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by students

More information

ITIL VERSION 3 EDUCATION CERTIFICATION

ITIL VERSION 3 EDUCATION CERTIFICATION ITIL VERSION 3 EDUCATION CERTIFICATION D I S C L A I M E R This document is the proprietary and exclusive property of ITSMER at blog.certification.info except as otherwise indicated. No part of this document,

More information

ITIL Foundation Certification Program 3 / 3.5 Days

ITIL Foundation Certification Program 3 / 3.5 Days ITIL Foundation Certification Program 3 / 3.5 Days Course Overview ITIL is a set of best practices guidance that has become a worldwideadopted framework for Information Technology Service Management (ITSM)

More information

ITIL Intermediate Lifecycle Stream:

ITIL Intermediate Lifecycle Stream: ITIL Intermediate Lifecycle Stream: SERVICE TRANSITION CERTIFICATE Sample Paper 1, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios upon which the

More information

ITIL v3 MASTER. From Anakin to Obi Wan. itsmf Hungary 24-25/03/2011

ITIL v3 MASTER. From Anakin to Obi Wan. itsmf Hungary 24-25/03/2011 ITIL v3 MASTER From Anakin to Obi Wan itsmf Hungary 24-25/03/2011 Sogeti International leader in technology service Dedicated to Local Professional Technology Services Specialized in: Application Management

More information

FREE PRINCE2 Accredited

FREE PRINCE2 Accredited FREE PRINCE2 Accredited Find Work With PRINCE2 Applicant Handout Redundancy Can Be an Opportunity to Develop a Career In Project Management Funded by Kingsmead Internet Investments Ltd t/a Balance Global

More information

06/2003 Foundation of Cert-IT GmbH by the Social Partners of the IT industries:

06/2003 Foundation of Cert-IT GmbH by the Social Partners of the IT industries: Cert-IT History 06/2003 Foundation of Cert-IT GmbH by the Social Partners of the IT industries: the German Association for Information Technology, Telecommunication and New Media (BITKOM) the Central Association

More information

ITSM Trends and the role of itsmf. Milan Živković

ITSM Trends and the role of itsmf. Milan Živković ITSM Trends and the role of itsmf Milan Živković Agenda itsmf INTRODUCTION BUSINESS ENVIRONEMENT ITSM TRENDS AND DIRECTIONS ITSM METODOLOGIES, PRACTICE AND STANDARDS BENEFITS AND ADVANTAGES CONCLUSIONS

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library

More information

ITIL Intermediate Capability Stream:

ITIL Intermediate Capability Stream: ITIL Intermediate Capability Stream: PLANNING, PROTECTION AND OPTIMIZATION (PPO) CERTIFICATE Sample Paper 1, version 5.1 Gradient Style, Complex Multiple Choice ANSWERS AND RATIONALES The Swirl logo is

More information

Intermediate Certificate in Energy and Cost Management in the Data Centre Syllabus

Intermediate Certificate in Energy and Cost Management in the Data Centre Syllabus Intermediate Certificate in Energy and Cost Management in the Data Centre Syllabus Version 0.3 May 2011 Change History Version Number Changes Made Page 1 of 16 Intermediate Certificate in Energy and Cost

More information