Beyond ITIL Foundation: What s Next?

Transcription

1 Beyond ITIL Foundation: What s Next? ITIL is a registered trade mark of the Cabinet Office. 1090/CN/A.1/305/A.0

2 Session Audio For today s session, we re using voice over IP as we do in our live AnyWare events To ask questions Please enter your questions into the Chat pod, then Submit 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

3 Learning Tree AnyWare : Quick Tour AnyWare status symbols Agree/Disagree Chat Use to share information via a text message Use to send a private message to your instructor Displays in a new tab Chime In Use to alert your instructor when you have a question or comment An audible chime is heard in the classroom 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

4 Learning Tree AnyWare : Quick Tour (continued) Technical support If you need technical assistance, click the Get Assistance button to initiate a chat session with an AnyWare support technician Enter your question and click the Submit button An AnyWare support technician will provide the assistance that you need Once your issue is resolved, the technician will close the ticket 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

5 About Learning Tree International Learning Tree International was founded in 1974 More than 2.2 million technology professionals and managers from over 65,000 organizations trained to date In-depth course curriculum more than 190 titles Courses are developed and taught by technology and business professionals actively working in the field Courses are delivered using MagnaLearn, our proprietary, patented* instructional enhancement technology Learning Tree AnyWare (patent pending) is our training delivery solution that connects online participants to a live, instructor-led classroom Also available for on-site events *Covered by one or more of the following patents: United States 7,058,891, 7,131,068, 7,134,079, and 7,454,708; South Africa 2005/09799; New Zealand ; Singapore ; India ; Canada 2,446,539 and 2,574,351; Mexico ; China ZL ; Australia and ; and Korea Other patents pending in EU, Canada, Japan, China (People s Republic), Israel, Hong Kong, Norway, India, and Australia Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

6 About Learning Tree International (continued) Toronto Ottawa Philadelphia London Paris Stockholm Boston Chicago Los Angeles New York Washington, D.C. Atlanta Tokyo Public and on-site courses are available at Learning Tree and client locations worldwide 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

7 Session Objectives In this presentation, you will learn What the next steps could be after the ITIL Foundation certification, depending on your goals Specializing your ITIL knowledge Overseeing an ITIL implementation Achieving the ITIL Expert certification Other 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

8 Target Audience for this Session IT professionals Strategic Tactical Operational Business managers Business process owners Individuals who want to specialize their ITIL knowledge Individuals who require a deep understanding of the ITIL qualification scheme Individuals who have attained or wish to attain the ITIL Foundation certification Individuals seeking the ITIL Expert certification 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

9 About Your ITIL Instructor Background and education Current position Experience 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

10 What Do You Want to Achieve? POLL A poll will appear on the screen Please read through the options and select the option that meets your objectives 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

11 Beyond ITIL Foundation: What s Next? ITIL Certifications and Courses Overseeing an ITIL implementation Achieving the ITIL Expert Certification Other Useful Information Lifecycle Capability Managing Across the Lifecycle ITIL Examinations 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

12 Achieving the ITIL Expert Certification Legend 5 days Expert Level Advanced Level ITIL Master ITIL Expert MALC 983 Requires 22 credits 5 credits MALC Managing Across the Lifecycle CSI Continual Service Improvement SD Service Design SS Service Strategy ST Service Transition SO Service Operation SOA Service Offerings and Agreements RCV Release, Control and Validation PPO Planning, Protection and Optimization OSA Operational Support and Analysis Intermediate Level Lifecycle stream CSI 994 Capability stream 5 days 3 days SD 993 SS credits ST 992 SO 991 SOA 998 RCV credits PPO 997 OSA days Foundation Level ITIL Foundation credits 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

13 Beyond ITIL Foundation: What s Next? ITIL Certifications and Courses Overseeing an ITIL implementation Achieving the ITIL Expert Certification Other Useful Information Lifecycle Capability Managing Across the Lifecycle ITIL Examinations 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

14 Lifecycle Courses and Certifications Each course focuses on one of the ITIL service lifecycle phases Service strategy Service design Service transition Service operation Continual service improvement Each certification Intended to offer candidates an overview of the particular stage of the service lifecycle Includes coverage of the principles, processes, functions, and activities specific to the certification Covers technology and implementation considerations Ties to one of the five core ITIL books Can be taken in any order, but must be after ITIL Foundation Is worth three credits toward the 22 needed to become an ITIL Expert 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

15 Lifecycle Certification: Service Strategy Course days Key focus Establishing an overall IT strategy for IT services and for IT service management Processes Strategy management for IT services Service portfolio management Business relationship management Demand management Financial management for IT services Job roles/titles include but are not limited to Owner/manager of each process listed on this slide IT senior manager IT director Project/program manager For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

16 Lifecycle Certification: Service Design Course days Key focus Designing IT services, processes, and policies to meet the service provider s strategy Processes Service design coordination Service level management Supplier management Security management IT service continuity management Availability management Capacity management Service catalog management Job roles/titles include but are not limited to Owner/manager of each process listed on this slide Project/program manager Process/service analyst Business continuity manager For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

17 Lifecycle Certification: Service Transition Course days Key focus Ensuring the new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages Processes Transition planning and support Change management Release and deployment management Knowledge management Service asset and configuration management Service validation and testing Job roles/titles include but are not limited to Owner/manager of each process listed on this slide Project/program manager Business transformation/change manager For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

18 Lifecycle Certification: Service Operation Course days Key focus Coordinating and carrying out activities and processes required to deliver and manage services at agreed levels to the business Processes and functions Event management Incident management Problem management Request fulfillment management Access management Service desk (function) IT operations management (function) Application management (function) Technical management (function) Job titles/roles include but are not limited to Owner/manager of each process and function listed on this slide Service desk manager/ administrator Security administrator For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

19 Lifecycle Certification: Continual Service Improvement Course days Key focus Aligning IT services with changing business needs by identifying and implementing improvements to IT services Process Seven-step improvement process Job titles/roles include but are not limited to CSI manager Business relationship manager Service level manager Service owner Process owner Technical owner For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

20 Beyond ITIL Foundation: What s Next? ITIL Certifications and Courses Overseeing an ITIL implementation Achieving the ITIL Expert Certification Other Useful Information Lifecycle Capability Managing Across the Lifecycle ITIL Examinations 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

21 Capability Courses and Certification Each course focuses on a series of process activities, their execution, and their use throughout specific phases of the ITIL service lifecycle Operational Support and Analysis (OSA) Release, Control and Validation (RCV) Planning, Protection and Optimization (PPO) Service Offerings and Agreements (SOA) Each certification Intended to offer candidates a balanced knowledge of ITIL practices that have direction, interaction, and dependencies in their daily use Includes extensive detailed coverage of the processes, functions, roles and responsibilities, and activities specific to the certification Covers technology and implementation considerations Can be taken in any order, but must be after ITIL Foundation Is worth four credits toward the 22 needed to become an ITIL Expert 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

22 Capability Certification: Operational Support and Analysis Course days Primarily covers continual service improvement and service operation processes and functions, including Event management Incident management Request fulfillment Problem management Access management Service desk (function) Technical management (function) IT operations management (function) Application management (function) Job titles/roles include but are not limited to Owner/manager of each process and function listed on this slide Availability/capacity manager System software support Network support Service delivery manager For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

23 Capability Certification: Release, Control and Validation Course days Primarily covers service transition and service operation processes, including Change management Release and deployment management Service validation and testing Service asset and configuration management Knowledge management Request fulfillment Change evaluation Job titles/roles include but are not limited to Owner/manager of each process listed above IT operations manager For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

24 Capability Certification: Planning, Protection & Optimization Course days Primarily covers service design processes Capacity management Availability management IT service continuity management (ITSCM) Information security management Demand management Job titles/roles include but are not limited to Owner/manager of each process listed on this slide Change manager Applications support IT operations manager Technical support Business continuity manager For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

25 Capability Certification: Service Offerings and Agreements Course days Primarily covers service strategy and service design processes, including Service portfolio management Service catalog management Service level management Demand management Supplier management Financial management for IT services Business relationship management Job titles/roles include but are not limited to Owner/manager of each process listed on this slide Program/project manager IT manager For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

26 Beyond ITIL Foundation: What s Next? ITIL Certifications and Courses Overseeing an ITIL implementation Achieving the ITIL Expert Certification Other Useful Information Lifecycle Capability Managing Across the Lifecycle ITIL Examinations 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

27 Capstone Certification: Managing Across the Lifecycle (MALC) Course days Final certification required to become an ITIL Expert Learning outcomes are intended to bring candidate from ITIL content knowledge to ITIL content application and integration knowledge 17 credits needed before taking MALC exam Job titles/roles include but are not limited to IT leader Senior manager Higher management advisory levels Anyone who wants to become an ITIL Expert For additional mapping of job titles, contact customer services or your training advisor 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

28 Beyond ITIL Foundation: What s Next? ITIL Certifications and Courses Overseeing an ITIL implementation Achieving the ITIL Expert Certification Other Useful Information Lifecycle Capability Managing Across the Lifecycle ITIL Examinations 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

29 ITIL Examinations Lifecycle and Capability Intermediate Certifications Closed-book, supervised exam 90 minutes to complete Eight multiple-choice, scenario-based, gradient-scored questions Questions have four possible answers worth 5, 3, 1, or 0 marks Pass: 70 percent required, or 28 out of 40 marks Managing Across the Lifecycle (MALC) Certification Closed-book, supervised exam 120 minutes to complete 10 multiple-choice, gradient-scored questions based on a single case study Attendees receive case study with pre-course materials Questions have four possible answers worth 5, 3, 1, or 0 marks Pass: 70 percent required, or 35 out of 50 marks 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

30 Beyond ITIL Foundation: What s Next? ITIL Certifications and Courses Overseeing an ITIL implementation Achieving the ITIL Expert Certification Other Useful Information Lifecycle Capability Managing Across the Lifecycle ITIL Examinations 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

31 Overseeing an ITIL implementation Managing vs. driving Managing Audience likely to be supervisors, senior managers, and program managers Lifecycle courses would be preferred (broader focus) Much more high level and over a short time frame Driving Audience likely to be practitioners, IT staff wanting to specialize in a chosen ITIL area, process managers, and service owners Capability courses would be preferred (process specific) Much more detailed and over a longer time frame 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

32 Beyond ITIL Foundation: What s Next? ITIL Certifications and Courses Overseeing an ITIL implementation Achieving the ITIL Expert Certification Other Useful Information Lifecycle Capability Managing Across the Lifecycle ITIL Examinations 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

33 Achieving the ITIL Expert Certification Must achieve 22 credits to become an ITIL Expert 17 credits are needed before taking MALC 2 credits are achieved for passing the ITIL Foundation exam 15 additional credits needed These normally come from Lifecycle and/or Capability certifications Six of these credits may be from complementary certifications MALC must be taken to become an ITIL Expert Routes to become an ITIL Expert Lifecycle path All lifecycle courses taken and exams passed Provides 15 credits (three each for five certifications) Capability path All capability courses taken and exams passed Provides 16 credits (four each for four certifications) Mix and match See next slide 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

34 Achieving the ITIL Expert Certification (continued) Some mix-and-match options Courses and exams completed across both Intermediate streams while ensuring minimal overlap Lifecycle Stream Capability Stream Mix-and-match options Foundation (Crs. 1197) SS (Course 982) SD (Course 993) ST (Course 992) SO (Course 991) CSI (Course 994) OSA (Course 995) Total credits A B C D E F RCV (Course 996) PPO (Course 997) SOA (Course 998) MALC (Course 983) 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

35 Achieving the ITIL Expert Certification (continued) Credits are awarded for ITIL v3 and 2011 certifications achieved with content overlap However, not recommended from a knowledge/education perspective Certifications that have overlap in content Low degree of overlap can be combined Moderate degree of overlap should be avoided SS (Course 982) SD (Course 993) ST (Course 992) SO (Course 991) SS SD Lifecycle Stream ST SO CSI OSA Capability Stream RCV PPO SOA CSI (Course 994) OSA (Course 995) RCV (Course 996) PPO (Course 997) SOA (Course 998) 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

36 Achieving the ITIL Expert Certification (continued) APMG Credit Profiler helps you determine your path to ITIL Expert Can also be accessed from Learning Tree Web site Copyright APM Group Ltd, All rights reserved 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

37 Beyond ITIL Foundation: What s Next? ITIL Certifications and Courses Overseeing an ITIL implementation Achieving the ITIL Expert Certification Other Useful Information Lifecycle Capability Managing Across the Lifecycle ITIL Examinations 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

38 Useful Links Blogs: Facebook: LinkedIn group: Learning Tree International Alumni 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

39 Project Management Institute (PMI) Professional Development Units (PDUs) Learning Tree provider number is 1154 Learning Tree Course Course Name PDUs 1197 ITIL Foundation Service Strategy Service Operation Service Transition Service Design Continual Service Improvement Operation Support and Analysis Release, Control and Validation Planning, Protection and Optimization Service Offerings and Agreements Managing Across the Lifecycle Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

40 Your Guarantee of Satisfaction Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course and then pay only if you feel the course was well worth the tuition Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

41 Session Summary In this presentation, you have learned What the next steps could be after the ITIL Foundation certification, depending on your goals Specializing your ITIL knowledge Overseeing an ITIL implementation Achieving the ITIL Expert certification Other 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

42 ITIL Passport Special Offer The new 2-Course ITIL Passport The most cost-effective solution for taking multiple ITIL courses Take two ITIL courses over 12 months and save up to 45 percent on the regular course fee Includes the official core ITIL book(s) associated with each course Includes the exam fees Special discounts available Contact customer services or your training advisor for more details 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent

43 Thank You for Your Participation Any questions? Chime in to ask your instructor now We wish you every success in the future We hope to see you in class soon! 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent