itSM Solutions® LLC
itSM Solutions® is a U.S. based accredited courseware and training provider (ACP/ATP) specializing in the development and delivery of ITSM training solutions for IT and business professionals. itSM Solutions® is also recognized by PMI® as a Global R.E.P. with many of our courses accruing Professional Development Units (PDUs).
ITIL V3 Expert Certification Bootcamp
This is a multi-course combo.
** If you have six or more students on your team that require ITIL training and the facilities to host a class (all you need is a standard classroom with a whiteboard or flip chart) you are eligible to receive the training at your location. This venue option eliminates student travel cost in addition to potentially reducing overall training fees.
*** Take advantage of The Benefits of V3 Online Training and save up to %75!
Course #1: V2 Service Manager
Course Description
This hands on, instructor led boot camp program is the highest level of professional IT Service Management certification available. The candidate who achieves this certification has demonstrated not only an in-depth knowledge of IT Service Management but also a practical application of that knowledge. The course introduces the following learning objects for each IT Service Management process:
- Process Fundamentals Review
- How to Enable an ITSM Strategy
- Understanding Business & IT Alignment
- The Role of Continuous Process Improvement
- Improve Quality of Service
- Control and Reduce Cost
- Improve Effectiveness and Efficiency
The program spans 10 days of lectures, student assessments, group activities, after hour reading assignments, exam preparation and testing.
Course Outline
- Day 1
- Intro to ITIL
- Intro to Service Support
- Service Desk/Incident Management
- Working in Teams
- Case Exercise
- Day 2
- Reflection & Review
- Problem Management
- Case Exercise
- Day 3
- Reflection & Review
- Configuration Management
- Case Exercise
- Day 4
- Reflection & Review
- Change Management
- Case Exercise
- Day 5
- Reflection & Review
- Release Management
- Case Exercise
- Communication Planning
- Service Support Exam
- Day 1
- Intro to Service Delivery
- Service Level Management
- Case Exercise
- Day 2
- Reflection & Review
- Availability Management
- Case Exercise
- Day 3
- Reflection & Review
- Capacity Management
- Case Exercise
- Day 4
- Reflection & Review
- Continuity Management
- Case Exercise
- Day 5
- Reflection & Review
- Finance Management
- Case Exercise
- CSIP - Business & IT Alignment
- Review Case Study
- Service Delivery Exam
Course #2: V3 Service Manager Bridge
Course Description
This online certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager certification to Version 3 of the IT Infrastructure Library. Accredited ISEB, the course helps students prepare for the certification exam along with acquiring valuable insights from instructors who have actually managed IT operations and ITSM programs.
The Manager Bridge course covers the subject areas of all five Lifecycle stages which are new to V3 and those existing subject areas of V2 which have undergone significant change in V3. This qualification will bridge the gap between the ITIL V1 or V2 Service Manager Certificate in IT Service Management and the ITIL Expert certification in IT Service Management. The V2 to V3 Service Manager bridge subject areas include:
Course Outline
- Service Management as a practice: Understand and articulate Service and be able to explain the concept of Service Management as a practice
- Service Lifecycle: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle
- Generic Concepts & Definitions: Comprehend and be able to articulate some of the key ITIL terminology and concepts, and show how these concepts can be used as part of a successful IT Service Management (ITSM) project
- Key Principles & Models: Comprehend and be able articulate the key principles and models of ITSM and some of the opposing forces within ITSM
- Processes: Understand the objectives, scope, concepts, activities, key metrics, roles and challenges for all of the ITIL V3 processes. This unit will also briefly cover some processes carried over from ITIL V2, so as to allow the interfacing and collaboration between all of the processes
- Functions: Understand the role, objectives, organizational structures, staffing and metrics of ITIL V3's four functions (e.g. Service Desk)
- Roles & Organization: Understand each role and the responsibilities of each of the roles in ITSM (e.g. Service Owner)
- Technology & Architecture: Understand the generic requirements for an integrated set of ITSM Technology, and how Service Automation assists with integrating ITSM processes
- Implementation Considerations: Understand the implementation issues and considerations for the different lifecycle phases
- ITIL Qualification scheme: Understand the ITIL Qualification scheme, the purposes of the two intermediate streams, the certificates and diplomas, and the different options for further training
- Complementary Industry Guidance: Understand how ITIL V3 interfaces and can be used alongside complementary industry guidance (i.e. COBIT®, ISO/IEC 20000, CMMI)
Who Should Attend
Senior IT senior managers, process owners, project managers, process staff and managers and consultants responsible for the successful implementation of ITSM processes.
Prerequisites
The candidate must hold an ITSM V3 Foundation Certificate, and have a minimum of three to five years of relevant experience in Information Technology.
Exam
Course #1 consists of two 3-hour essay exams administered by an independent proctor at the end week #1 and the end of week #2.
Course #2 consists of a 90 minute, scenario based, complex multiple choice examination administered by an independent proctor upon completion of the online program.
Candidates must have attended an accredited training course (instructor led or online) to sit for either exam. Each student will be awarded a total of twenty two credits towards ITIL Expert® certification upon successful completion of the exam. Certification is through the Information Systems Examination Board (ISEB).
Reference Material
Each student will receive a itSM Solutions workbook and the necessary OGC IT Service Management books required for the classroom. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
Related Courses
None