ITSM Training Brochure

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Information Technology is today recognized as a critical enabler and key differentiator for business success. CEOs/CIOs/CTOs and senior management are concerned about optimizing their IT investments and improving the effectiveness and efficiency of IT resources to support business requirements. IT investments are key for Businesses to successfully deliver products and services. Equally critical is an effective Management of IT Services within your organization to maximize your Return on IT Investments. QAI's ITSM Practice facilitates organizations to make significant improvements in the way they manage the services, relationships, processes, people and technologies required to deliver and support IT services and products according to world class standards. QAI's unique methodology is based on the standards and processes described in the ITIL and the ISO 20000, where ITSM processes are seamlessly integrated with people and tools so that your IT Infrastructure delivers optimal performance. QAI's ITSM consulting is drawn from a rich repository of best practices, knowledge and hands-on implementation experience gained by QAI's consulting team. QAI consultants are highly qualified professionals with in-the-trenches experience of ITIL and ISO 20000 end-to-end Implementation. QAI's global consulting team consists of ITSM experts, Qualified Service Managers, Accredited ITIL Instructors, ITIL Project manager-OGC, Representatives on the ISO 20000 Development Board and certification schedule, Certified ISO 20000 Consultants. The ITSM Consulting solutions offered are: End-to-end ITIL 'Best Practices' Implementation ! ! ! ! ! ! ! ISO 20000 Certification Consulting ISO 27001 Certification Consulting Process Specific Consulting Interventions Quality Outsourcing Service Management/System Management Automation Tool evaluation Six sigma for continuous improvement achieve operational excellence in ITSM processes Process Documentation (ProFoundSET)
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QAI is an accredited training organisation (ATO) for conducting ITIL trainings. - It is not a mandatory requirement to be an ATO for conducting an ITIL Foundation course. The higher level of courses (ITIL Service Managers, ITIL V3 practitioner) can be delivered by an organisation only if it is an ATO. QAI brings the same level of quality standards for ITIL foundation which it does for higher level of ITIL certification courses, being an ATO. ! ! ! QAI has its own capability not only for conducting ITIL Foundation course, but also all other higher level of ITIL certifications. All our trainers are certified at the highest level of ITIL qualifications. All are trainers are ITIL Experts, having cleared all modules on ITIL Version 2 and 3. Our trainers are certified to deliver ITIL trainings across all levels. Our course Material is officially accredited to be comprehensive, effective and complete. Officially accredited material means that you can be assured that it reflects the latest changes and therefore better assurance for success. The course material gets updated with every change in syllabus. One of our trainer is the member of ITIL Qualification board as an Asian representative, giving us the edge in having influence and insight into the qualification scheme. We are the only ATO from India to have this unique position. QAI was first in the world to launch the ITIL V3 courses back in Jun 2007. Since then, we have conducted over 200 batches of ITIL V3 Foundation training over 2500 professionals. Our trainers therefore have long and rich experience of conducting ITIL V3 courses. We have a very higher Customer repeat rate. Testimonials and references available on request. QAI's ITSM trainers have an average participant feedback of 4.8 on a scale of 5.0 We boast the industry best pass rates:
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Qualification
ITIL V3 Foundation ITIL Service Manager Pass ITIL Service Manager Distinction
Industry Average
78% 52% 5%
QAI Average
97% 76% 35%
A. Accredited ITIL Certificate courses

Foundation Level
ITIL V3 Foundation for Service Management
Workshop Duration
03 Days
ITIL V3 Intermediate Courses ITIL V3 Capability Modules

ITIL Service Capability: Operational Support and Analysis ITIL Service Capability: Planning, Protection, and Optimization ITIL Service Capability: Release, Control, and Validation ITIL Service Capability: Service Offerings and Agreements 05 Days 05 Days 05 Days 05 Days 03 Days 03 Days 03 Days 03 Days 03 Days 05 Days 02 Days 05 Days
ITIL V3 Lifecycle Modules

ITIL Service Lifecycle: Service Strategy ITIL Service Lifecycle: Service Operation ITIL Service Lifecycle: Service Design ITIL Service Lifecycle: Service Transition ITIL Service Lifecycle: Continual Service Improvement
ITIL V3 Expert Certification

ITIL V3: Managing Across the Lifecycle
Accredited ITIL V3 Bridge Courses

ITIL V3 Foundation Bridge (Version 2 to Version 3) ITIL V3 Managers Bridge (Version 2 to Version 3)
B. Accredited ITIL V2 Certificate courses

Foundation Level
ITIL V2 Foundation for Service Management 03 Days 03 days 03 days 03 days 03 days 05 days 05 days
ITIL Practitioner Certificate in ITSM

Problem Management Change Management Service Level Management Service Desk & Incident Management
ITIL V2 Service Manager

Service Support Service Delivery
C. ITSM Generic Courses

Help Desk Analyst IT Service Continuity ITIL Infrastructure Management Planning and Implementation Techniques for ITSM 03 days 03 days 03 days 03 days
QAIS TRAINING LEADERSHIP

First Indian Accredited Organisation to provide accredited ITIL Certificate courses 75,000 + professionals trained in areas of Process improvement and Quality Management 1000 + organizations trained globally across 30 countries Full range of ITSM courses including Foundation, Practitioner and Masters level courses.
3 Day course including examination

Overview ITIL v3 is written with a broader context and scope of thinking for best practices. The five books contain much of the ITIL v2 process information; however, they have a new structure and approach. The input for the books, reviews and changes comes from a collective global community of IT Service Management professionals and stakeholders during a three - year period. The development incorporates thinking across the content of the eight v2 books and not just the IT Service Support and Delivery set as was common during the past few years. The new approach is termed the lifecycle approach, much the same as an IT service in reality. There is also greater guidance provided on how to demonstrate value to the business, putting together return on investment (ROI) statements and case studies. The purpose of the ITIL Foundation certificate in IT Service Management is to obtain knowledge of the ITIL terminology, structure and basic concepts and to comprehend the core principles of ITIL practices for Service Management. Target Group The target group of the ITIL Foundation certificate in IT Service Management is: Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification. ! Service Management as a practice Comprehension ! Service Lifecycle Comprehension ! Key Principles and Models Comprehension ! Key Concepts Awareness ! Selected Processes Awareness ! Selected Roles Awareness ! Selected Functions Awareness ! Technology and Architecture Awareness ! ITIL Qualification scheme Awareness Course Content The course is aimed at raising individuals understanding of and competence in IT Service Management as described in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement, ITIL Introduction and ITIL Glossary publications. The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind. Service Management as a practice This unit is aiming to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice. Specifically, candidates must be able to: ! Describe the concept of Good Practice ! Define and explain the concept of a Service ! Define and explain the concept of Service Management ! Define and distinguish between Functions, Roles and Processes ! Explain the process model ! List the characteristics of processes The Service Lifecycle This unit is aiming to help the candidate to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle. Specifically, candidates must be able to: ! Explain the Service Lifecycle ! Describe the structure, scope and components of the ITIL Library ! Account for the main goals and objectives of Service Strategy ! Explain the two element electives of Service Design ! Explain what value Service Design provides in terms of value: Utility and Warranty ! Account for the main goals and objectives to the business ! Account for the main goals and objectives of Service Transition ! Explain what value Service Transition provides to the business ! Account for the main goals and objectives of Service Operations ! Explain what value Service Operation provides to the business
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Account for the main goals and objectives of Continual Service Improvement Explain what value Continual Service Improvement provides to the business
Key concepts This unit is aiming to help the candidate to define some of the key terminology and explain the key concepts of Service Management. Specifically, candidates must be able to define and explain the following key concepts: ! Service Portfolio ! Service Catalogue Business Service Catalogue and Technical Service Catalogue ! Business Case ! Risk ! Service Model ! Service Provider ! Supplier ! Service Level Agreement ! Operational Level Agreement OLA ! Contract ! Service Design Package ! Availability ! Service Knowledge Management System SKMS ! Configuration Item CI ! Configuration Management System ! Definitive Media Library DML ! Service Change ! Change types Normal, Standard and Emergency ! Release Unit ! Seven R's of Change Management ! Event ! Alert ! Incident ! Impact, Urgency and Priority ! Service Request ! Problem ! Workaround ! Known Error ! Known Error Data Base (KEDB) ! Service Assets ! Release Policy Key Principles and Models This unit is aiming to help the candidate to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management. Service Strategy Describe basics of Value Creation through Services Service Design Understand the importance of People, Processes, Products and Partners for Service Management Discuss the five major aspects of Service Design: ! Service Portfolio Design ! Identification of Business Requirements, definition of Service ! Requirements and design of Services ! Technology and architectural design ! Process design ! Measurement design Continual Service Improvement Explain the Plan, Do, Check and Act (PDCA) Model to control and manage quality Explain the Continual Service Improvement Model Understand the role of measurement for Continual Service Improvement and explain the following key elements: ! The role of KPIs in the Improvement Process ! Baselines
Types of metrics (technology metrics, process metrics, service metrics)
Processes The purpose of this unit is to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and challenges for five of the core processes, and to state the objectives and some of the basic concepts for thirteen of the remaining processes including how they relate to each other. Specifically, candidates must be able to: Service Strategy State the objectives and basic concepts for: Demand Management The following list must be covered: ! Challenges in managing demand for Services ! Activity-based Demand Management (Patterns of business activity (PBAs) ! Business activity patterns and user profiles Financial Management ! Business case Service Design Explain the high level objectives, basic concepts, process activities and relationships for: Service Level Management (SLM) The following list must be covered: ! Service-based SLA ! Multi-level SLAs ! Service level requirements (SLRs) ! SLAM chart ! Service review ! Service improvement plan (SIP) State the objectives and basic concepts for: Service Catalogue Management Availability Management ! Service availability ! Component availability ! Reliability ! Maintainability ! Serviceability Information Security Management (ISM) ! Security framework ! Information security policy ! Information security management system (ISMS) Supplier Management Supplier Contract Database (SCD) Capacity Management ! Capacity plan ! Business capacity management ! Service capacity management ! Component capacity management IT Service Continuity Management ! Business Continuity Plans ! Business Continuity Management ! Business Impact Analysis ! Risk Analysis Service Transition Explain the high level objectives, basic concepts, process activities and relationships for: Change Management ! Types of change request ! Change process models and workflows ! Standard change ! Remediation Planning ! Change Advisory Board / Emergency Change Advisory Board
Service Asset and Configuration Management (SACM) to include: ! The Configuration Model ! Configuration items ! Configuration Management System (CMS) ! Definitive Media Library ! Configuration baseline State the objectives and basic concepts for: Release and Deployment Management Knowledge Management DIKW & SKMS Service Operation Explain the high level objectives, basic concepts, process activities and relationships for: Incident Management Problem Management, not PM techniques State the objectives and basic concepts for: Event Management Request Fulfillments Access Management Functions The purpose of this unit is to help the candidate to explain the role, objectives and organizational structures of the Service Desk function, and to state the role, objectives and overlap of three other functions. Specifically, candidates must be able to: Explain the role, objectives and organizational structures for ! The Service Desk function State the role, objectives and organizational overlap of: ! The Technical Management function ! The Application Management function ! The IT Operations Management function (IT Operations Control and Facilities Management) Roles The purpose of this unit is to help the candidate to account for and to be aware of the responsibilities of some of the key roles in Service Management. Specifically, candidates must be able to: ! Account for the role and the responsibilities of the ! Process owner ! Service owner ! Recognize the RACI model and explain its role in determining organizational structure. Technology and Architecture The purpose of this unit is to help the candidate to ! Understand how Service Automation assists with integrating Service Management processes. Prerequisite Entry Criteria There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended. Mock exam This unit is aiming to help the candidate to pass the ITIL Foundation exam. Format of the Examination This syllabus has an accompanying examination with must be passed for the candidate to achieve the ITIL Foundation Certificate in IT Service Management. Type: Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery: Multiple choices, 40 questions 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and use of a dictionary Yes No 65% 26 out of 40 TBC Paper Based
A5-Day course including examination

Overview Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam. Candidates attending the course will be able to: ! Prepare for and take the ITIL Intermediate Qualification: Operational Support and Analysis Exam ! Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle ! Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions ! Evaluate the success of Operational Support and Analysis by applying key metrics Target Group This course is valuable for those who want to achieve ITIL Intermediate Qualification: Operational Support and Analysis certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. Through workshops, you gain knowledge of the Operational Support and Analysis processes. Workshops include: ! Managing incidents and events in the provision of IT services ! Returning to normal operations ! Providing quick and effective access to standard services ! Eliminating recurring incidents and minimizing unpreventable incidents Introduction and Overview Service Management as a practice The Service value proposition The role of Operational Support and Analysis processes in the lifecycle How Operational Support and Analysis supports the Service Lifecycle Core Service Operation Processes Event Management The purpose, goal and objectives of Event Management Explaining triggers, inputs, outputs and the process interfaces Using metrics to check effectiveness and efficiency Employing active and passive monitoring tools Incident Management ! Managing the Incident Lifecycle ! Identifying process activities, methods and techniques and how they relate to the Service Lifecycle ! Interaction with design services ! Incident Management involvement on Information Management Request Fulfillment Scope of the processes The policies, principals and the request model concept Dealing with service requests from users How metrics can verify effectiveness and efficiency of the Request Fulfillment process Problem Management The objectives of the Problem Management process Managing the lifecycle of problems Value to the business and the Service Lifecycle Identifying triggers, input and output to other processes Analyzing metrics to check efficiency Access Management ! Policies, principles and basic concepts ! Managing authorized user access
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Distinguishing Access Management and Information Management Executing Security and Availability Management policies Challenges and critical success factors Establishing metrics to ensure process quality
Service Desk ! Establishing the Service Desk objectives ! Organizational structures and staffing options ! Providing a single point of contact ! Measuring effectiveness and efficiency ! Impact of Service Desk on customer perception ! Reasons and options for outsourcing the Service Desk Service Operation Functions ! Functions of Technical Management, IT Operations Management and Application Management ! How the functions contribute to Operational Support and Analysis ! Identifying the roles of each function ! Distinguishing the objectives of each function ! Analyzing the function's activities Technology Considerations ! Generic technology requirements ! Evaluation criteria for technology and tooling for process implementation ! Planning and implementing Service Management technologies ! Assessing and managing the project, risk and staffing for process implementation ! Identifying the critical success factors and risks related to implementing practices and processes Implementation Considerations ! Managing change in Service Operations ! Examining implementation aspects of Service Operation and Project Management ! Assessing and managing risk in Service Operation ! Operational staff considerations in Service Design and Transition ! How to plan and implement Service Management technologies
Prerequisite Entry Criteria 1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. 2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization.
Type: Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery:
8 Complex Multiple choice, scenario based questions 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary Yes No 70% TBC Paper Based
ITIL Service Capability: Planning, Protection and Optimization

Overview ITIL Planning, Protection and Optimization best practices ensures IT departments can cost-effectively manage customer demand, availability and capacity while mitigating risk. In this course, you learn how to plan, implement and optimize the Planning, Protection and Optimization processes and gain the skills required to take the ITIL Intermediate Qualification: Planning, Protection and Optimization Certification Exam. Candidates attending the course will be able to: ! Prepare for and take the ITIL Intermediate Qualification: Planning, Protection and Optimization Exam ! Plan key activities for the Planning, Protection and Optimization processes in the context of the Service Lifecycle ! Attain operational excellence by using the Planning, Protection and Optimization processes, activities and functions ! Measure the success of Planning, Protection and Optimization by applying key metrics Target Group This course is valuable for those who want to achieve ITIL Intermediate Qualification: Planning, Protection and Optimization certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. Workshops offer you knowledge of the Planning, Protection and Optimization processes and include: ! Utilizing capacity and availability management to realize successful Service Design ! Ensuring that services are fit-for-purpose and fit-for-use ! Identifying and mitigating risks ! Applying Continual Service Improvement Course Outline Introduction and Overview ! Planning, Protection and Optimization in the context of the Service Lifecycle ! The Service value proposition ! Role of processes in Service Management ! How Service Management creates business value Core Service Operation Processes Event Management ! Conducting capacity management to contribute to quality assurance ! Purpose, goals and objectives ! Delivering against Service Level targets ! Meeting cost and time constraints ! Activities, methods and techniques ! Fit-for-purpose and fit-for-use Availability Management ! Contributing to quality for fit-for-purpose and fit-for-use services ! Scope of the process ! Enabling Availability Management through activities, methods and techniques ! How Availability Management creates business value ! Triggers, input and output to other processes ! Establishing metrics to ensure process quality IT Service Continuity Management (ITSC) ! Ensuring quality assurance when introducing services through effective ITSC management ! Illustrating the main activities ! Managing risks ! Planning for recovery ! Policies and principles ! Challenges and critical success factors Information Security Management ! Analyzing how Information Security Management contributes to quality assurance for new services ! Aligning IT security with business security
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Ensuring confidentiality, integrity and availability How Information Security Management generates business value Activities, methods and techniques Key metrics to measure success
Demand Management ! Purpose, goals and objectives ! Influencing customer demand ! Coupling capacity with demand ! Activities, methods and techniques Risk Management ! Risks relative to the Planning, Protection and Optimization process management ! Identifying the challenges, critical success factors and risks related to the other processes ! The risks directly related with Service Design ! How risks relate to the practice elements of Planning, Protection and Optimization Roles and Responsibilities ! Capacity management ! Availability management ! IT Service Continuity management ! Information Security management Technology and Implementation Considerations ! Generic requirements and evaluation criteria ! Special technology functions and features related to Planning, Protection and Optimization ! Good practices for implementation ! Determining the evaluation criteria for technology and process implementation ! Challenges, critical success factors and risks ! Considerations for planning and implementing Service Management technologies Common Service Activities ! Analyzing operations performed in day-to-day activities ! The maturity model of technology management ! Aligning operations with the overall service and process objectives ! Service monitoring and control Continual Service Improvement ! Implementing an effective CSI program ! CSI in respect to organizational change ! Best practice elements of CSI ! Measuring service performance ! Cost benefit justification Prerequisite Entry Criteria 1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. 2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization.
ITIL Service Capability: Release, Control, and Validation

Overview To implement new services in a controlled and cost-effective manner, IT departments must successfully implement ITIL Release, Control and Validation best practices. In this course, you learn how to plan, implement and optimize the Release, Control and Validation processes and gain the skills required to take the ITIL Intermediate Qualification: Release, Control and Validation Certification Exam. Candidates appearing for the course will be able to: ! Prepare for and take the ITIL Intermediate Qualification: Release, Control and Validation Exam ! Plan key activities for the Release, Control and Validation processes in the context of the Service Lifecycle ! Attain operational excellence by using the Release, Control and Validation processes, activities and functions ! Evaluate the success of Release, Control and Validation by applying key metrics Target Group This course is valuable for those who want to achieve ITIL Intermediate Qualification: Release, Control and Validation certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. In this course, workshops provide you with knowledge of the Release, Control and Validation processes. Workshops include: ! Utilizing change management to achieve successful service transition ! Testing to assure transition quality and integrity ! Enhancing Service Delivery with knowledge management ! Applying Continual Service Improvement to RCV processes Course Outline Introduction and Overview ! Analyzing and exploring the importance of the Service Capability stream ! Service Management as a practice ! The Service value proposition ! How the Release, Control and Validation capabilities support the Service Lifecycle Core Release, Control and Validation Processes Change Management ! Purpose, goals and objectives ! Implementing change with minimum disruption and rework ! Evaluating business, technical and financial aspects ! Achieving successful service transition ! Activities, methods and techniques ! Post-implementation review ! Key metrics to measure success Service Asset and Configuration Management (SACM) ! Business value of the SACM process ! Activities, methods and techniques ! Supporting the effective execution of the SACM process using a configuration management system (CMS) ! Describing the tools, activity model and deliverables for executing each key activity ! Effectively measuring the SACM process with metrics ! Typical day-to-day configuration management activities Service Validation and Testing (SVT) ! How SVT creates business value ! Identifying how policies can drive and support the execution of the SVT process ! The Service V Model ! Acquiring relevant test data ! Building quality service deliverables using test levels and test models ! Measuring the SVT process in terms of business value contribution Release and Deployment Management (RDM) ! Analyzing how services are released into production to enable effective use of services ! Planning, scheduling and controlling releases
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Identifying clear planning conditions including pass/fail criteria llustrating the main activities and how they relate to the capability of Release, Control and Validation Providing Early Life support after deploying the new release Defining metrics for process quality
Request Fulfillment and Service Evaluation Analyzing how service requests should be handled ! Request Fulfillment to establish a self-help service practice ! Identifying the differences between Request Fulfillment and Incident Management Evaluating services against target performance in the context of change ! Meeting committed service level performance ! Intended and unintended effects of a change ! Evaluating predicted service performance and actual performance Knowledge Management (KM) ! The business value of the KM process ! Identifying what constitutes an effective KM strategy ! Analyzing the basic layers of the KM concept using the DIKW structure ! Describing the key steps of effective data and information management Roles and Responsibilities ! Change Management ! Service Asset and Configuration Management ! Release and Deployment ! Service Performance and Risk Evaluation Technology and Implementation Considerations ! Technology as part of implementing Service Management ! Managing change in operations ! Challenges, critical success factors and risks ! How to plan and implement Service Management technologies ! Applying the Deming Cycle to perform ongoing self-monitoring and self-improving for all processes
Prerequisite Entry Criteria 1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. 2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization. Type: Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery: 8 Complex Multiple choice, scenario based questions 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary Yes No 70% TBC Paper Based
Overview By implementing ITIL Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the Service Offerings and Agreement processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreement Certification Exam. Candidates appearing for the course will be able to: ! Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreement Exam ! Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle ! Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions ! Measure the success of Service Offerings and Agreement by applying key metrics Target Group This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreement certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. In this course, you gain knowledge of the Service Offerings and Agreement processes. Workshops include: Documenting current and prospective services ! Producing a Service Catalog from a business and technical viewpoint ! Identifying patterns of activity through demand management ! Applying Continual Service Improvement Course Outline Introduction and Overview ! Service Management as a practice ! Role of processes in Service Management ! How Service Management creates business value Service Portfolio and Service Catalog Management Principles of Service Portfolio Management (SPM) ! Thinking strategically : SWOT ! Achieving customer focus ! Pricing and chargeback models ! Allocating resources ! Relationship between Service Catalog and service pipeline ! Linking business and IT services Integrating the Service Catalog into the Service Portfolio ! Purpose, goals and objectives ! Technical and business Service Catalogs ! Detailing operational services ! Using key metrics and critical success factors ! Producing a Service Catalog Service Level Management (SLM) Service Management goals ! The significance of SLM to the Service Lifecycle ! How Service Level management creates business value ! Analyzing and explaining the scope of the process The Service Management process ! Principles and basic concepts of SLM ! Negotiating Service Level Agreements (SLAs) ! Deliverables, roles and responsibilities ! SLAs, OLAs and review meetings ! Planning for Service Improvement Projects (SIPs) ! Monitoring service performance against SLAs Demand and Supplier Management
Demand Management ! Activity-based Demand Management and business activity patterns ! Managing capacity to maximize value ! Identifying patterns of business activity ! Connecting demand management to the service portfolio Supplier Management ! Analyzing the use of the Supplier Management process ! Process scope and objectives ! Supplier Categorization and maintenance of the Supplier Database (SD) ! Ensuring supplier performance ! Contract administration ! Contract management Financial Management How Financial Management contributes to the Service Lifecycle Operation ! Managing financial considerations ! The scope, purpose and goals of the process ! Basic concepts: funding, accounting and chargeback Principles of Service Economics ! Budgeting, accounting and charging ! Service valuation ! Building a business case ! Enabling service demand modeling and management ! Generating and disseminating information ! Dealing with complex chargeback issues Roles and Responsibilities ! Business Relationship Management: the role of business relationship managers ! Service Catalog Management ! Service Level Management ! Supplier Manager Technology and Implementation Considerations ! Technology implementation as part of implementing service management ! Special technology functions related to Service Offerings and Agreement ! Generic requirements and evaluation criteria ! Good practices for implementation ! Challenges, critical success factors and risks
Overview The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and Certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management and strategy as documented in the ITIL Service Strategy publication. Target Group The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle. The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes. The target group may also be of interest to: ! Individuals who require a deeper understanding of the ITIL Service Strategy stage of the ITIL ! Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization ! IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy. ! Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules ! Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite Course Outline Service Strategy Principles This unit introduces the candidate to the core concepts and practices in Strategy and organization applied to Service Management and IT. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: ! The logic of value-creation within the context of the ITIL Service Lifecycle ! Capabilities and resources ! Service provider types, and be able to choose between the types ! Dynamics of a service model based on the concept of value networks ! Strategic perspectives, plans, positions and patterns as applied to service management and IT in their own organization Defining Services and Market Spaces This unit covers the core concepts and practices in internal marketing, business development, and opportunity analysis. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze : ! Formal definitions of services suitable for planning and execution across the Service Lifecycle ! Business outcomes of customers and relating them to customer assets and service assets ! Services into customer outcomes, service assets, utility and warranty elements ! Market spaces, opportunities for new or changed services, and services as configurations and patterns Conducting Strategic Assessments This unit covers the process of conducting strategic assessments with respect to customers, market spaces, and existing capabilities of a service provider. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: ! Strategic assets of an organization their performance and potential for serving particular customers or market spaces (internal or external) ! Critical Success Factors and degree of alignment of existing services, capabilities, and strategies with customers business ! Business potential within existing customers and in adjacent market spaces through analysis of patterns within Service Catalogue, business strategy of customers, and environmental factors such as business trends,
technological innovation, and regulatory compliance Financial Management This unit covers Financial management and investments applied to Service Management. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: ! Service valuation, financial modeling, service provisioning and analysis, and business impact analysis ! Funding the Service Portfolio and phases of the Service Lifecycle and defining expectations or return on investments Service Portfolio Management This unit covers Portfolio management concepts, methods, and principles applied to Service Management. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: ! Service Portfolio Management, methods, and processes related to service management and services Managing Demand This unit covers Demand Management, profiling, segmentation, and service packaging strategies to effectively serve different types of customer needs and business activity patterns. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: ! Challenges, opportunities and risks in fulfilling demand for a particular ! customer or market space ! High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle ! Demand with respect to customer outcomes, patterns of business activity, and user profiles. Sources of demand and capacity within the Service Catalogue and Service Pipeline ! Core Service Packages and Service Level Packages ! The roles of Product Manager and Business Relationship Manager Driving Strategy Through The Service Lifecycle This unit covers How Service Strategy is implemented through tactics and operations framed by the Service Lifecycle. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: ! How Service Strategy is driven through and informed by other elements of the Service Lifecycle ! Policies and constraints for Service Design that will encode strategic objectives and customer needs ! Requirements for Service Transition to act on behalf of Service Strategy in reducing costs and risks as service progress through the Lifecycle ! Tactical plans for the Service catalogue to be effectively hosted by Service Operation phase, with adjustments by customers and contracts ! Opportunities for improvement across the Service Portfolio and Service Critical Success Factors and Risks This unit covers Critical Success Factors and risks that determine the viability of strategic positions and plans. Specifically, after completion of this unit candidates will be able to: ! The role of organization development and sourcing as Critical Success Factors ! Automation and tools to meet strategic objectives through the framework of service management ! Benefits and risks from factors such as complexity, coordination, intangible assets, and total cost of utilization (TCU). ! Types of risks across the Lifecycle and high-level approaches for mitigating risks
Overview In order to provide effective and efficient delivery and support of key services and to ensure fair value for the customer and service provider, IT departments must successfully implement ITIL Service Operation best practices. In this course, you learn how to plan, implement and optimize the Service Operation processes and gain the skills required to take the ITIL Intermediate Qualification: Service Operation Certification Exam. Candidates appearing for the course will be able to: ! Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam ! Plan key activities for Service Operation processes ! Maintain stability in Service Operations while allowing for changes in design, scale, scope and service levels ! Support operations through new models and architectures such as shared services ! Evaluate Service Operations processes with critical success factors and key performance indicators Target Audience This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Operation Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. Through extensive activities, you gain knowledge of the Service Operation processes. Workshops include: ! Applying the Incident Management Lifecycle to quickly restore normal operation ! Enabling internal customers to use a service while protecting against unauthorized access ! Preventing recurring problems and resulting incidents with effective Problem Management ! Ensuring decision-making that balances stability vs. responsiveness and quality vs. cost Course Outline Introduction and Overview Service Operation and the overall ITIL lifecycle ! Principles and objectives ! Functions and common activities ! How Service Operation creates business value Balancing conflicting goals ! Internal IT vs. external business view ! Stability vs. responsiveness ! Quality of service vs. cost of service ! Reactive and proactive activities Core Service Operation Processes Primary ITIL processes within Service Operation ! Event management: active and passive monitoring ! Restoring normal service quickly through Incident Management ! Request fulfillment ! Managing Problems with root cause analysis ! Access management Operational activities of other ITIL processes ! Change, Configuration and Release Management ! Capacity and Availability Management Common Service Operation Activities Monitoring and control of IT operations ! Detecting the status of services and CIs ! Taking appropriate corrective action ! Console management/operations bridge: a central coordination point for monitoring and managing services Management of the infrastructure ! Mainframe, server and network management ! Storage and database management ! Managing directory services and desktop support
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Facilities and datacenter management Managing IT security in service operations Improving operational activities
Operational aspects of processes from other lifecycle phases ! Change, configuration and release ! Availability ! Capacity ! Service continuity Organizing for Service Operation Mapping Service Operation functions to activities ! Roles and responsibilities ! Understanding the organizational context Service Operation structure ! Service Desk ! Technical Management ! IT Operations Management ! Application management Key functions of the Service Desk ! Logging incidents and requests ! First-line investigation and diagnosis ! Managing the lifecycle of incidents and requests ! Keeping users informed Structuring the Service Desk ! Local vs. centralized ! The virtual service desk ! Follow-the-sun operation Technology Related Issues ! Technology, tools and expertise requirements ! Defining architecture standards ! Involvement in the design and build of new services and operational practices ! Contributing to Service Design, Service Transition and Continual Service Improvement projects ! Evaluating change requests ! Matching technology to the organizational situation Implementation Challenges and Risks ! Managing change in service operations ! Service operation and project management ! Assessing and managing risk ! Operational staff in design and transition ! Planning and implementing service management technologies ! Identifying critical success factors Prerequisite Entry Criteria 1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. 2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization. Type: Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery: 8 Complex Multiple choice, scenario based questions 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary Yes No 70% TBC Paper Based
Overview ITIL Service Design best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the Service Design processes and gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam. Candidates appearing for the course will be able to: ! Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam ! Define the goal, objectives and scope of Service Design ! Outline key activities for Service Design processes in the context of the Service Lifecycle ! Enhance the quality of IT service provision within an organization ! Measure Service Design processes using critical success factors and key performance indicators Target Audience This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. Workshops provide you with knowledge of the Service Design processes and include: ! Establishing and justifying the constraints for different IT services ! Developing and presenting a high-level security policy ! Preparing and justifying a continuity approach for a set of services ! Creating a financial justification for the purchase and deployment of Service Design tools ! Producing a draft Service Level Agreement (SLA) ! Completing Business Impact Analysis and Risk Management Course Outline Introduction and Overview ! Purpose and goals ! Scope of Service Design ! Doing it right the first time ! Designing new and changed service ! How Service Design creates business value Key Service Design Principles Five aspects of Service Design ! New or changes service solutions ! Service management systems and tools ! Technology architectures and management systems ! Processes, roles and capabilities ! Measurement, methods and metrics Four Ps of Design ! People ! Products ! Processes ! Partners Primary Activities of Service Design Analyzing business requirements ! Collection, analyzing and engineering requirements ! Evaluating Service Design models ! Identifying solution alternatives reusing existing components ! Designing the appropriate solution ! Developing service acceptance criteria ! Evaluating total costs and agree expenditures Achieving balance between design and existing strategies ! Ensuring inclusion of governance and security controls ! Completing IT readiness assessment
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Aligning supplier and supporting agreements Assembling the Service Design Package (SDP) Producing, maintaining and revising all services, design processes and documents Liaison with other design and planning activities Aligning with corporate and IT strategies
Service Design Processes Service Catalog Management (SCM) ! Managing the Service Catalog ! Providing a central source of information on IT services delivered to the business by the service provider ! Ensuring the business can view an accurate and consistent picture of IT services available, including details and status Service Level Management (SLM) ! Negotiating, agreeing and documenting appropriate IT service targets with the business ! Monitoring and producing reports on delivery against agreed level of service Capacity Management ! Matching capacity of IT to agreed business demands ! Capacity Management: right resource, right time, right cost Availability Management ! Ensuring that availability targets are measured and achieved in a cost-effective manner ! Building availability into the design IT Service Continuity Management ! Maintaining ongoing recovery capability to match agreed needs, requirements and time scales ! Developing service continuity and recovery plans ! Aligning plans with business needs over time Service Design and Technology Technology-related activities ! Requirements Engineering: requirement types, activities and techniques ! Data and Information Management activities ! Techniques within Application Management ! Investigating Service Design requirements ! Technology considerations for Service Design Organizing Service Design ! Roles appropriate within Service Design and Service Design-focused processes ! Defining Service Design responsibilities ! Aligning information security with business security ! Managing suppliers to ensure quality and value for money Implementation Challenges and Risks ! Outlining the challenges and risks facing Service Design ! Establishing critical success factors and key performance indicators (KPIs) ! Developing risk-benefit analyses for adoption of Service Design Prerequisite Entry Criteria 1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. 2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization. Type: Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery: 8 Complex Multiple choice, scenario based questions 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary Yes No 70% TBC Paper Based
Overview Successful implementation of ITIL Service Transition best practices enables IT departments to develop capabilities for transitioning new and changed services into operations, ensuring that requirements are effectively realized while controlling the risks of failure and disruption. In this course, you learn how to plan, implement and optimize the Service Transition processes and gain the skills required to take the ITIL Intermediate Qualification: Service Transition Certification Exam. Candidates appearing for the course will be able to: ! Prepare for and take the ITIL Intermediate Qualification: Service Transition Certification Exam ! Outline key activities for Service Transition processes in the context of the Service Lifecycle ! Enhance the quality of IT service provision within an organization ! Measure Service Transition processes using critical success factors and key performance indicators Target Audience This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Transition Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. In this course, you gain knowledge of the Service Transition processes. Workshops include: ! Evaluating Service Transition criteria for a service and business environment ! Developing a Change Management process for introduction of a new service ! Establishing stakeholder management strategies ! Developing and justifying test strategies for new services in a variety of business environments ! Specifying tool requirements and implementation success criteria Course Outline Introduction and Overview ! Purpose and goals ! Linking Service Transition to other ITIL lifecycle stages ! How Service Transition creates business value ! Service Transition principles: the concept of service and the role of utilities and warranties Key Principles of Service Transition ! Examining all of the services, their utilities and warranties ! Establishing a formal policy and common framework for implementation of all required changes ! Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements ! Anticipating and managing course corrections ! Ensuring involvement of Service Transition requirements throughout the lifecycle Primary ITIL processes within Service Transition Change Management ! Managing changes in a controlled and consistent manner with minimum disruption: The Seven Rs ! Maintaining standardized methods for efficient and prompt handling of all changes ! Optimizing business risk Service Asset and Configuration Management ! Identifying, controlling and accounting for service assets and CIs ! Recording all changes in the Configuration Management system Knowledge Management ! Enabling informed decision-making with a Service Management Knowledge System (SKMS) ! The Data-Information-Knowledge-Wisdom structure Release and Deployment Management ! Assembling and positioning all aspects of services into production ! Establishing effective use of new or changes services ! Delivering changes at optimized speed, risk and cost
Other considerations ! Transition planning and support ! Service Validation and Testing: the Service V Model ! Evaluating performance vs. expectations Common Service Transition Operational Activities ! The nature, purpose and value of supporting Service Transition activities ! Managing communications and commitment ! Managing organizational and stakeholder change ! Stakeholder Management ! The role and requirements of Service Transition in other ITIL processes Organizing for Service Transition ! Roles and responsibilities ! Applying Service Transition to multiple circumstances ! Identifying the organizational context Technology-Related Issues ! Defining technology and tool requirements ! Analyzing the technology requirements for the elements of Service Transition ! Supporting Service Transition through technology ! Integrating Service Transition into the entire lifecycle ! Matching technology to the organizational situation Implementing and Improving Service Transition ! The challenges facing Service Transition ! Identifying CSFs and risks that affect the viability of new and changed services ! Establishing critical success factors and key performance indicators (KPIs) ! Estimating benefits and risks for new or changed services ! Incorporating external factors into the analysis Prerequisite Entry Criteria 1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. 2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization.
Overview ITIL Continual Service Improvement links improvement efforts and outcomes with Service Strategy, Design, Transition and Operations. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes and gain the skills required to take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam. Candidates appearing for the course will be able to: ! Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam ! Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle ! Optimize the quality of IT service provision within an organization ! Measure Continual Service Improvement processes using critical success factors and key performance indicators Target Audience This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Continual Service Improvement Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. Through activities, you gain knowledge of the Continual Service Improvement processes. Workshops include: ! Justifying the role of continual service improvement ! Applying the 7-step improvement process to enhance service quality and operational performance ! Conducting a SWOT analysis ! Creating a communication plan to engage the organization around CSI for IT service management Course Outline Introduction and Overview Goals and scope of CSI ! Embedding CSI into organizational processes ! Explaining how CSI creates business value ! Illustrating the interfaces to other ITIL lifecycle stages Purpose of Service Measurement ! Validating previous decisions ! Directing activities in order to meet set targets ! Justifying that a course of action is required ! Intervening at the appropriate point to take corrective action Principles of Continual Service Improvement Defining ownership and roles ! Manager, service owner, service level manager ! Service level management and measurement Predicting and reporting service performance vs. targets ! Using customer satisfaction surveys ! Conducting maturity assessments ! Verifying employee and process compliance ! Employing frameworks and standards The 7-Step Improvement Process Determining what to measure ! Defining what you should measure: measurements that fully support the goals of the organization ! Defining what you can measure ! Conducting gap analysis to identify what is or can be measured today and what is ideally required Gathering the data with monitoring tools and manual processes ! Processing the data to provide end-to-end perspective on service and/or process performance ! Analyzing the data: targets met, developing trends, corrective actions required, cost to fix ! Presenting and using the information ! Implementing corrective actions
Supporting Processes ! Implementing service reporting and policies ! Service measurement: using and interpreting metrics ! Creating a return on investment ! Establishing a business case ! Measuring benefits to the business Methods and Techniques Activities for delivering Continual Service Improvement ! Benchmarking ! Establishing a Balanced Scorecard to drive CSI ! Initiating a SWOT analysis ! Employing the Deming Cycle Key metrics ! Technology metrics ! Process metrics (CSFs and KPIs) ! Service metrics Organization and Technology Issues ! Defining roles and responsibilities ! Choosing organizational structures that support CSI ! Specifying tool requirements for implementation success Implementing Continual Service Improvement Key considerations ! Analyzing where to start ! Relating the role of governance ! Determining the effect of organizational change ! Constructing a communications strategy and plan Implementation challenges and risks ! Establishing critical success factors and KPIs ! Developing risk-benefit analyses for adoption of Continual Service Improvement Prerequisite Entry Criteria 1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. 2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization.
Overview This certification completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices and includes: ! Introduction to IT Service Management Business & Managerial Issues ! Managing the Planning and Implementation of IT Service Management ! Management of Strategic Change ! Risk Management ! Managerial Functions ! Understanding Organizational Challenges ! Lifecycle Project Assessment ! Understanding Complementary Industry Guidance Target Group The target group of the ITIL Intermediate Qualification: Managing Across the Lifecycle Certificate is: ! Individuals who require a business and management level understanding of the ITIL V3 core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization ! Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is the final mandatory module leading to the Expert certification ! Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite ! This may include but is not limited to, CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: ! Introduction to IT Service Management Business and Managerial Issues ! Managing the Planning and Implementation of IT Service Management ! Management of Strategic Change ! Risk Management ! Understanding Organizational Challenges ! Service Assessment ! Understanding Complementary Industry Guidance In addition the training for this certification includes examination preparation, including a mock examination opportunity. Course Outline Management of Strategic Change This unit will cover the managing of strategic change. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, justify or analyze: ! Value creation challenge ! Critical success components to managing lifecycle risk ! Business benefits ! Determining Benefit Realization ! Determining Value to Business VOI, ROI ! Determining Variable Cost Dynamics (VCD) ! Alignment of business policy ,future direction and Demand Management ! Alignment to service portfolio and service catalogue management ! Planning and Defining scope ! Resource and Capability planning ! Awareness of design and delivery model choices ! Budgeting, costing, service assets ! Controlling Quality ! Quality opportunities ! Intangible and Measuring benefits ! Assets- Service and Strategic ! Strategic Influencing ! Defining awareness communication activities
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People Education and knowledge transfer management Customer liaison Business Relationship Management Service Structure and Value nets and value-chains Termination and Retirement of Services
Risk Management This unit will cover managing project and IT risk. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, justify or analyze: ! The challenges, critical success factors and risks to service management ! Identification of Risk ! Evaluation of Risk CFIA, FTA, BIA, SFA, Risk Analysis and Management ! Corrective Actions ! Controlling Risk ! Transfer of risks ! Service Provider risks ! Contract risks ! Design risks ! Operational risks ! Market risks ! Managing the Planning and Implementation of IT Service Management This unit will cover the activities related to planning and implementation. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, justify or analyze: ! Activities during Plan, Do, Check, Act including Aspects of Strategy and the 4Ps of Strategy ! Policy considerations ! Strategy considerations ! Design considerations ! Transition considerations ! Directing ! Value of achieving business goals by guiding, leading and monitoring ! Controlling and Evaluating ! Value of verifying and using feedback to control lifecycle ! Organizational Form and Design ! Communication, Coordination and Control introduction Understanding Organizational Challenges This unit will address organization challenges. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, justify or analyze: ! organizational maturity ! organizational structure ! knowledge management and security of information ! organizational transition ! governance ! Balance in Service Operations Service Assessment This unit will address assessment of service value. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, justify or analyze: ! Value of Measuring ! Why Measure ! What to Measure ! Value of Monitoring ! What to Monitor ! Reporting ! Value of benchmarking ! Service Portfolio assessment across the lifecycle ! Assessment of achievements
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Corrective action Business Perspective and Improvements
Understanding Complementary Industry Guidance and Tool Strategies This unit will address other practices. Specifically, after completing this module, candidates will be expected to understand value and distinguish between these complementary practices in support of ITIL initiatives: ! COBIT ! ISO/IEC 20000 ! CMMI ! Balanced Scorecard ! Quality Management ! OSI Framework ! Annuity ! Service Management maturity framework ! Six Sigma ! Project Management ! TQM ! Management Governance framework ! Tool Strategies Eligibility for Examination To be eligible for the ITIL Qualification: Managing Across the Lifecycle examination, candidates must have fulfilled the following requirements: ! At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training ! Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme ! Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate ! Have obtained a minimum of 15 credits through formal Service Lifecycle Stream or Service Capability scheme qualifications. ! It is also recommended that students should complete at least 28 hours of personal study by reviewing the syllabus and the core Lifecycle publications in preparation for the examination
Prerequisite Entry Criteria 1. ITIL Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. 2. Successful completion of an Accredited Course for the module from an ITIL Accredited Training Organization.
Type: Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery: Class Size:
8 Complex Multiple choice, scenario based questions 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary Yes No 70% TBC Paper Based Maximum ratio of 12 students to one trainer
Overview The ITIL Foundation V3 Bridge Course is provided to give candidates a fast track route to an ITIL version 3 Foundation certificate level of knowledge. This course is only intended for existing holders of ITIL Foundation Certificates from earlier ITIL versions. The ITIL Foundation V3 Bridge course highlights the new topics in ITIL version 3 and the main differences from earlier ITIL versions. Target Group Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the components related to this certification. ! Service Management as a practice (Awareness) ! Service Lifecycle (Awareness) ! Key Principles and Models (Awareness) ! Generic Concepts (Awareness) ! Selected Processes (Awareness) ! Selected Roles (Awareness) ! Selected Functions (Awareness) ! Technology and Architecture (Awareness) ! ITIL Qualification scheme (Awareness) Course Outline Introduction The purpose of this unit is to help the candidate understand the background for ITIL version 3 and why ITIL needed to change. Specifically, candidates must be able to: ! Explain the background for the new ITIL version and how the project got input from different stakeholder groups and nationalities. ! Understand why ITIL needed to change. Service Management as a practice The purpose of this unit is to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice. Specifically, candidates must be able to: ! Describe the concept of Good Practice ! Define and explain the concept of a Service ! Define and explain the concept of Service Management ! Define Functions and Processes ! Explain the process model and the characteristics of processes The Service Lifecycle The purpose of this unit is to help the candidate to understand the value of the Service Lifecycle, how the processes integrate with each other, throughout the Lifecycle and explain the objectives and business value for each phase in the Lifecycle. Specifically, candidates must be able to: ! Describe the structure, scope, components and interfaces of the Service Lifecycle ! Account for the main goals and objectives of Service Strategy ! Account for the main goals and objectives of Service Design ! Briefly explain what value Service Design provides to the business ! Account for the main goals and objectives of Service Transition ! Briefly explain what value Service Transition provides to the business ! Account for the main goals and objectives of Service Operations
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Briefly explain what value Service Operation provides to the business Account for the main goals and objectives of Continual Service Improvement
Generic concepts and definitions The purpose of this unit is to help the candidate to define some of the key terminology and explain the key concepts of Service Management. Specifically, candidates must be able to define and explain the following key concepts: ! Utility and Warranty ! Resources, Capabilities and Assets ! Service Portfolio ! The role of IT Governance across the Service Lifecycle ! Service Design Package ! Service Knowledge Management System (SKMS) ! Configuration Management System ! Definitive Media Library ! Service Change ! Event ! Alert Key Principles and Models The purpose of this unit is to help the candidate comprehend and account for the key principles and models of Service Management and balance some of the opposing forces within Service Management. Specifically, candidates must be able to: ! Describe basics of Value Creation through Services ! Understand the five major aspects of Service Design ! Explain the Plan, Do, Check and Act (PDCA) Model to control and manage quality ! Explain the Continual Service Improvement Model Processes The purpose of this unit is to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the objectives and some of the basic concepts where there are changes from earlier versions of ITIL. Specifically, topics covered are: ! Demand Management ! Financial Management ! Service Catalogue Management ! Information Security Management (ISM) ! Supplier Management ! Knowledge Management ! Event Management ! Request Fulfillment ! Access Management Functions The purpose of this unit is to help the candidate explain the role, objectives, organizational structures and overlap of the three functions. Specifically, candidates must be able to: ! State the role, objectives and organizational overlap of: - The Technical Management function - The Application Management function - The IT Operations Management function (IT Operations Control and Facilities Management) Roles The purpose of this unit is to help the candidate account for and be aware of the responsibilities of some of the key roles in Service Management. Specifically, candidates must be able to: ! Account for the role and the responsibilities of the - Process owner ! - Service owner ! Recognize the RACI model and explain its role in determining organizational structure.
Prerequisite Entry Criteria Candidates shall fulfill the following requirements: Attend a Foundation Bridge course through an accredited training Organization. ITIL Foundation Certificate in IT Service Management from earlier ITIL versions There is mandatory accredited course attendance for this examination.
Type: Duration:
Proctored: Open Book: Pass Score: Distinction Score: Delivery:
Multiple choice, 20 questions. The questions are selected from the full ITIL Foundation in IT Service Management examination question bank. Maximum 30 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 40 minutes and are allowed the use of a dictionary. Yes No 65%, 13 out of 20 None Paper Based
Overview This qualification will bridge the gap between the ITIL Managers Certificate in IT Service Management and the ITIL Expert in IT Service Management. This course is only intended for those holding a valid ITIL Managers Certificate in IT Service Management based ITIL versions 1 and 2. Target Group The target group of the ITIL Managers Bridge Qualification is: ! Individuals who already hold the Managers Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in IT Service Management, thereby demonstrating their knowledge of ITIL V3. This may include but is not limited to, CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners Candidates can expect to gain competencies in the following areas, upon successful completion of the education and examination components related to this certification. Blooms Taxonomy and the way it is used in ITIL qualifications is explained in the final chapter of this document Course Outline The main focus of the Managers Bridge is the NEW content of ITIL V3 and those things that have changed. The syllabus is therefore in two parts: ! Part 1 covers those things that are new to ITIL V3 that will form the main focus for the qualification. ! Part 2 covers those things that were well known at V2, but with some significant differences. Sessions will include: ! Service Management as a practice ! Service Lifecycle ! Key Principles and Models ! Generic Concepts and Definitions ! Processes ! Roles and Organization ! Functions ! Technology and Architecture ! Implementation considerations ! ITIL Qualification scheme ! Mock exam Pre-Requisite Entry Criteria This qualification is ONLY available to candidates who already hold the Managers Certificate in IT Service Management. The examination has been written on the basis that in preparing for the examination all candidates will have attended an accredited training course and will have read the ITIL Service Lifecycle Practices core guidance which includes: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Introduction to the Service Lifecycle (Optional but recommended)
Twenty (20) question Scenario-based, complex multiple-choice examination. 90 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary. Yes No 80% (16 0f 20) None Paper Based
Overview This qualification is based upon two volumes of the IT Infrastructure Library and covers the areas of Service Delivery and Service Support. The IT Infrastructure gives guidance on the provision of quality IT services. It is divided into two books each covering a number of closely related topics. The IT Infrastructure Library embodies good practice for IT service management. It provides a documented, systematic approach that will help organisations to deliver well managed IT services in the face of such difficulties. Target Group IT service/support managers and staff, project managers, IT consultants and developers who want to achieve ITIL Foundation certification. General IT knowledge is assumed. ! Participants will learn how to: ! Prepare for and take the ITIL Foundation Certification Exam ! Evaluate best practices in IT Service Management based on the ITIL framework ! Assess the activities and roles involved in each ITIL process ! Explore the components of Service Support and Service Delivery processes ! Recognize key IT Service Management terminology ! Identify security issues throughout the ITIL processes Course Outline ITIL Fundamentals Origins, development and governance of the ITIL methodology Defining IT Service Management Reviewing the structure and scope of the Foundation Certification examination People, process and technology The Service Desk Function and Incident Management Establishing the Service Desk ! Distinguishing the Service Desk from call centers and help desks ! Costing the Service Desk ! Service Desk business benefits Managing an incident life cycle ! Identifying, categorizing and prioritizing incidents ! Investigating and processing incidents through to closure Problem Identification and Resolution Demystifying problem control with Problem Management ! Minimizing the adverse effects of incidents and problems ! Proactive and reactive Problem Management Achieving error control ! Getting to the root cause ! Progressing error correction Evaluating Change via Change Management ! Setting up a change advisory board ! Analyzing the impact of proposed changes ! Establishing standard methods and procedures for managing change Assessing Infrastructure through Configuration Management ! Relationship with incidents, problems, changes and releases ! Identifying, controlling and maintaining configuration items ! Measuring compliance Release Management from Planning to Deployment ! Working through Release Management stages ! Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL) ! Accounting for technical and non-technical aspects of the release
The Service Level Management (SLM) Life Cycle ! Planning, implementing and delivering Service Level Agreements (SLA) ! Operational Level Agreements (OLA) ! Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC) Ensuring Availability ! Planning, improving, measuring and reporting for availability ! Applying the ARMSS model of Availability Management ! Measuring system unavailability Maintaining IT Service Continuity ! Identifying, planning and managing for risks and risk impacts ! Invoking contingency plans in crisis situations Effective Capacity Management ! Implementing Capacity Management (CM) ! Managing business, service and resource capacity ! Monitoring capacity ! Tuning systems to optimize performance Planning Effective Financial Management ! Developing, budgeting, charging and accounting systems for IT services ! Providing essential management information for workable and cost-effective operations Securing Infrastructure Processes ! Managing confidentiality, integrity and availability (C-I-A) of data ! Integration of Security Management with other ITIL processes
Pre-Requisite Entry Criteria There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended. Type: Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery: Multiple choices, 40 questions 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and use of a dictionary Yes No 65% 26 OUT OF 40 None Paper Based
Overview To examine the business, management, technical and operational issues associated with each of the Service Support components. To formulate improvement strategies and processes. What skills will the delegate gain? This course will enable delegates to: ! Plan, Manage and Implement an IT Infrastructure Library (ITIL) based Service Support function and describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues. ! Practice for the ISEB Managers Certificate examination. Target Group The Service Managers examination is aimed at those people who need to demonstrate a wider ability to manage ITIL Service Management within their organization. The syllabus covers the range of ITIL processes, though does not go into the process detail required in the Practitioner examinations. Course Outline Introduction to IT Service Management ! What is ITIL? ! Benefits of IT Service Management ! Service Support and Service Delivery The following disciplines are covered in Service Support: Change Management ! Goals of Change Management ! Responsibilities ! Change Management activities ! Urgent Change procedures ! Benefits, costs and possible problems ! Change Management metrics ! Planning and Implementation Configuration Management ! Goals of Configuration Management ! Configuration Items, Attributes and Relationships ! Configuration Management Database ! Definitive Software Library ! Planning and Implementation ! License management ! Roles and responsibilities ! Benefits, costs and possible problems Problem Management ! Goals of Problem Management ! Problem control process ! Error control process ! The Known Error Database ! Proactive Problem Management ! Major Problem reviews ! Planning and Implementation ! Roles and responsibilities ! Metrics and periodic reviews ! Benefits, costs and possible problems Release Management ! Goals of Release Management ! Releases and Release Units ! Types of Release ! Release Policy
! ! ! ! ! !
Definitive Software Library Definitive Hardware Store Release activities Planning and Implementation Impact of new technologies on Release Management Benefits, costs and possible problems
Service Desk and Incident Management. ! Goals of the Service Desk ! Service Desk structure and organization ! Staffing considerations ! Customer interaction ! Outsourcing the Service Desk ! Implementing the Service Desk ! Service Desk metrics ! Advertising and selling the Service Desk ! Benefits, costs and possible problem ! Goals of Incident Management ! The Incident Management process ! Incident classification and priorities ! Escalation ! Responsibilities ! Incident status - lifecycle ! Handling major incidents Prerequisite Entry Criteria The only official pre-requisite for the Manager examination is that the Foundation qualification must have been sat and passed by any applicant candidate. It is recommended that participants demonstrate at least five years of General IT experience and have at least two years experience in an IT Service Management environment in a supervisory or managerial role.
Type:
Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery:
5 subjective questions based on information drawn from a case study which is made available to candidates at least two weeks in advance of the examination date. Candidates must attempt all questions. 180 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 210 minutes and use of a dictionary Yes No 50% None Paper Based
QAI organizes a 1 day revision based on the case study supplied by ISEB a week before the exam. The exam is conducted 4 times in a year, dates for which are announced by ISEB every quarter.
Overview To examine the business, management, technical and operational issues associated with each of the Service Delivery components. To formulate improvement strategies and processes. What skills will the delegate gain? This course will enable delegates to: ! Plan, Manage and Implement ITIL based Service Delivery processes and describe the mission, goals, dependencies, staffing issues, project stages, benefits, costs and possible problems, tools and management issues. ! Practice for the ISEB Managers Certificate examination. Target Group The Service Managers examination is aimed at those people who need to demonstrate a wider ability to manage ITIL Service Management within their organization. The syllabus covers the range of ITIL processes, though does not go into the process detail required in the Practitioner examinations. Course Outline Introduction to IT Service Management ! What is ITIL? ! Benefits of IT Service Management ! Service Support and Service Delivery The following disciplines are covered in Service Delivery: Service Level Management ! The planning, negotiating and management of Service Level Agreements (SLAs) ! The Service Level Management process ! The Service Catalogue ! SLA structures, contents and wording ! Monitoring, reporting and reviewing ! Roles and Responsibilities ! Benefits, Costs and Possible Problems ! Service Improvement Programmes ! Metrics and KPI's Financial Management ! Goals of Financial Management ! The budget process ! The IT accounting process ! The Cost Model ! Charging for IT services ! Benefits, Costs and Possible Problems ! Planning and Implementation Availability Management ! Goals and objectives ! Key elements of Availability Management ! Designing for Availability ! Availability Management Techniques ! Availability Management Process ! The cost of unavailability ! Availability Planning ! Security Considerations ! Measurement and reporting ! Benefits, costs and possible problems Capacity Management ! Goals of Capacity Management ! Capacity Management processes ! Capacity Database ! Capacity planning ! Planning and Implementation ! Benefits, costs and possible problems
IT Service Continuity Management ! Goals of IT Service Continuity ! Business Continuity ! The Business Continuity Lifecycle ! Risks and Threats ! Roles and Responsibilities ! Consideration of recovery options ! Benefits, costs and possible problems Prerequisite Entry Criteria The only official pre-requisite for the Manager examination is that the Foundation qualification must have been sat and passed by any applicant candidate. It is recommended that participants demonstrate at least five years of General IT experience and have at least two years experience in an IT Service Management environment in a supervisory or managerial role. The Managers examination consists of two papers; one with a focus on Service Support and one with a focus on Service Delivery. Type: 5 subjective questions based on information drawn from a case study which is made available to candidates at least two weeks in advance of the examination date. Candidates must attempt all questions. 180 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 210 minutes and use of a dictionary Yes No 50% None Paper Based
QAI organizes a 1 day revision based on the case study supplied by ISEB a week before the exam. The exam is conducted 4 times in a year, dates for which are announced by ISEB every quarter.
Overview Holders of the ISEB Practitioner Certificate in IT Service Management: Problem Management will be able to demonstrate their competence in, and their ability to: ! Plan for the implementation of Problem Management ! Support the Incident Management process through the management and resolution of incidents when the Service Desk is unable to do so independently ! Define, implement and manage the following activities: carry out an incident analysis, identify and create a problem record, diagnose the cause of problems, identify problem resolutions, assign known errors to the appropriate configuration item(s) and raise remedial changes if necessary ! Define and agree incident and problem categories and priorities ! Be aware of the support tools and techniques available for the implementation of Problem Management and be able to indicate how improvements can be made ! Analyze incident and problem reports and statistics to determine trends, identify weak areas and propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible problems ! Prepare Problem Management reports for distribution throughout the organization ! Co-ordinate, schedule, target and focus resources to the resolution of the most appropriate incidents and problems ! Understand the interdependencies between Problem Management and other IT and Service Management processes Target Group The Practitioner examinations are targeted at people who manage processes within IT Service Management in their organization. The Practitioner level examinations develop and test for an in-depth understanding of different ITIL process disciplines and for an ability to apply the theory within the work place. Course Outline Planning The planning, implementation and improvement of the Problem Management process. On completion of the course the candidate should be able to: ! Understand the planning activities involved in the planning of Problem Management ! Understand the potential costs, benefits and problems associated with the implementation of Problem Management ! Know the objectives and scope of Problem Management ! Review Problem Management processes identifying areas of weakness and instigating resolutions and proactive improvements Incident Management The support of the Incident Management process through the resolution of incidents when the Service Desk is unable to do so independently On completion of the course the candidate should be able to: ! Report on the progress of the resolution of problems to Incident Management ! See that there is feedback to the Service Desk and the Incident Management process on incidents coupled to known errors and / or problems ! Indicate where scripts or procedures need to be adjusted ! Document incident-problem analyses, temporary solutions and solution procedures in such a way to produce usable information for the Incident Management process and the Service Desk ! Support the Incident Management process in the management and resolution of Major Incidents Problem and Error Control The definition, implementation and management of the following activities: incident analysis, problem diagnosis and root cause analysis, resolution, identification and the assignment of incidents, problems and known errors to the appropriate configuration item(s) and technical support resource(s). On completion of the course the candidate should be able to: ! Identify and define problems ! Classify problems, determining priority, impact and category ! Manage problems and apply Problem Management techniques ! Determine the resources needed for analysis and diagnosis ! Co-ordinate analysis and diagnosis as a project manager ! Liaise with internal support groups and external suppliers to ensure that problems are resolved as quickly as possible ! Resolve any incident or problem ownership disputes
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Ensure that known errors are correctly logged against relevant items Initiate requests for change (RFCs) Define procedures and work instructions for the Problem Management process
Support Tools & Techniques The awareness, knowledge and use of Problem Management support tools and techniques and the instigation of process improvements. On completion of the course the candidate should be able to: ! Set up and assess criteria for choosing appropriate support tools ! Select the appropriate support tools and techniques ! Justify, procure and implement such tools Prevention The analysis of incident and problem statistics and reports determining trends, identifying areas of weakness and proposing resolutions for the proactive prevention of possible problems On completion of the course the candidate should be able to: ! Analyze details of recorded incidents and problems ! Identify trends on the basis of analysis ! Make use of statistical techniques and relationships within the CMDB ! Identify weaknesses or common problems ! Instigate requests for change (RFCs) to resolve these weaknesses and common problems and reduce the number and the impact of incidents and problems Reporting The preparation of Problem Management reports for distribution throughout the organization as appropriate. On completion of the course the candidate should be able to: ! Identify the Problem Management related reports required throughout the organization ! Produce regular and ad-hoc Problem Management reports and circulate these as required ! Define and report on the Key Performance Indicators (KPIs) of Problem Management ! Analyze reports and take the appropriate action Interfaces and Dependencies The appreciation and understanding of the interfaces and dependencies Problem Management has with the other Service Management processes. On completion of the course the candidate should be able to: ! Identify and understand the interfaces that Problem Management has with other IT and Service Management processes ! Define and document the dependencies of other Service Management processes on Problem Management processes and information ! Define and document the dependencies of Problem Management on other Service Management processes and information ! Implement procedures that facilitate the interfacing and dependence of Problem Management with all other IT and Service Management processes Prerequisite Entry Criteria The only official pre-requisites for the Practitioner examination is that the Foundation qualification must have been sat and passed by any applicant candidate and that they should have a minimum of 1 years service within the industry. Type: There are currently two examination formats for the Practitioner certificates, both of which are closed book. The first format is a multiple choice paper containing 40 questions for completion within 2 hours. All questions must be answered and there is one mark available per question. Candidates must achieve a score of 26 marks or more in order to pass their examination. The second format consists of a 1 hour, 25 question multiple choice examination and a 1 hour in-course written assignment. The pass mark is 65% overall with a minimum of 50% in both the exam and the in-course assignment. All multiple choice questions at Practitioner level are based around case studies and mini scenarios. Depends on exam format Yes No Depends on exam format None Paper Based
Overview Holders of the ISEB Practitioner Certificate in IT Service Management: Change Management will be able to demonstrate their competence in, and ability to: ! Plan for the implementation of Change Management ! Prioritize and assess the impact, cost, benefit and risk of proposed changes ! Organize the Request For Change (RFC) authorization process ! Prepare for and manage the Change Advisory Board (CAB) meetings ! Manage changes through their lifecycle ! Produce and manage the Forward Schedule of Change (FSC) ! Define and agree change models and standard changes ! Oversee building, testing and implementation of authorized changes ! Co-ordinate the back-out of failed changes ! Be aware of the support tools and techniques available for the implementation of Change Management and be able to indicate how improvements can be made ! Prepare Change Management reports for distribution throughout the organization and monitor and report on the major metrics of the Change process ! Understand the interdependencies between Change Management and other IT and Service Management processes Target Group The Practitioner examinations are targeted at people who manage processes within IT Service Management in their organization. The Practitioner level examinations develop and test for an in-depth understanding of different ITIL process disciplines and for an ability to apply the theory within the work place. Course Outline Planning The planning and implementation of the Change process On completion of the course the candidate should be able to: ! Understand the planning activities involved in implementation of Change Management and management of the change lifecycle ! Understand the potential costs, benefits and problems associated with the implementation of Change Management ! Know the objectives and scope of Change Management ! Demonstrate an awareness of the support tools and techniques for Change Management Prioritization and Assessment The checking, classifying and assessment of Requests for Change (RFCs) On completion of the course the candidate should be able to: ! Prioritize RFCs based on business impact and urgency ! Assess the cost, benefit and risk of the proposed change ! Recognise when to utilize the emergency process ! ISEB/SYLL/PCITSM/ChangeV1/0103 and agree which changes can be handled through the use of standard changes and change models ! Categorize the RFC for authorization ! Develop a business justification for proposed changes in association with the change initiator RFC Authorization Organizing the RFC authorization process and manage meetings of the CAB and CAB/EC. On completion of the course the candidate should be able to: ! Schedule, arrange and prepare the agenda for regular CAB meetings ! Ensure the correct membership of the CAB based on the RFCs to be considered ! Ensure full and relevant information is made available to the CAB members ! Arrange CAB/EC and CAB/EC meetings as required ! Report on minor changes and authorized independently of the CAB ! Report on major changes passed to Senior Management ! Report on the use of standard change models ! Plan and schedule authorized changes ! Produce and manage the Forward Schedule of Change (FSC) ! Liaise with initiators of rejected changes
Building, Testing and Implementation Oversee the building and testing of changes, and their subsequent implementation. On completion of the course the candidate should be able to: ! Ensure that authorized changes are properly built ! Ensure that authorized changes are independently tested ! Ensure that authorized changes have back-out plans ! Co-ordinate the implementation of changes, liaising with Release Management as appropriate ! Co-ordinate the back-out of failed changes Monitor and Report on Change Management Monitor and report on the metrics of Change Management, and review the effectiveness of the process. On completion of the course the candidate should be able to: ! Conduct change reviews ! Identify and report on the metrics of the change process ! Understand the significance and implications of the various metrics ! Understand the need for and methods of auditing process compliance ! Review Change Management processes identifying areas of weakness, instigating resolutions and recommending proactive improvements Interfaces and Dependencies The appreciation and understanding of the scope of the Change Management process together with the interfaces and dependencies of the other Service Management processes. The candidate is able to: ! Identify and understand the interfaces that Change Management has with the other Service Management processes ! Define and document the dependencies of the other Service Management processes on Change Management processes and information ! Define and document the dependencies of Change Management on the other Service Management processes and information ! Implement procedures that facilitate the interfacing and dependence of Change Management with all other Service Management processes Prerequisite Entry Criteria The only official pre-requisites for the Practitioner examination is that the Foundation qualification must have been sat and passed by any applicant candidate and that they should have a minimum of 1 years service within the industry.
Type:
There are currently two examination formats for the Practitioner certificates, both of which are closed book. The first format is a multiple choice paper containing 40 questions for completion within 2 hours. All questions must be answered and there is one mark available per question. Candidates must achieve a score of 26 marks or more in order to pass their examination. The second format consists of a 1 hour, 25 question multiple choice examination and a 1 hour in-course written assignment. The pass mark is 65% overall with a minimum of 50% in both the exam and the in-course assignment. All multiple choice questions at Practitioner level are based around case studies and mini scenarios. Depends on exam format Yes No Depends on exam format None Paper Based
Service Level Management Practitioner

Overview Holders of the ISEB Practitioner Certificate in IT Service Management: Service Level Management will be able to demonstrate their competence in, and their ability to: ! Plan for the implementation of Service Level Management ! Compile and maintain a Service Catalogue ! Construct a suitable structure and format for Service Level Agreements (SLAs) ! Identify Service Level Requirements (SLRs) ! Negotiate and agree SLAs with the Customer and OLAs with the IT providers ! Monitor, review and report on service performance against SLA and OLA targets ! Implement and manage Service Improvement Plans (SIPs) ! Understand the importance of good Customer relationships ! Evaluate and review SLA s and the process of Service Level Management ! Understand the interdependencies between Service Level Management and other IT and Service Management processes Target Group The Practitioner examinations are targeted at people who manage processes within IT Service Management in their organization. The Practitioner level examinations develop and test for an in-depth understanding of different ITIL process disciplines and for an ability to apply the theory within the work place. Course Outline Planning The planning and implementation of the Service Level Management process. On completion of the course, the candidate should be able to: ! Understand the planning activities involved in implementation of Service Level Management ! Understand the potential costs, benefits and problems associated with the implementation of SLM ! Know the objectives and scope of SLM ! Understand the importance of good Customer relations Create the Service Catalogue The compilation of a Service Catalogue to describe the available IT services. On completion of the course, the candidate should be able to: ! Create a service catalogue ! Identify and document specific services provided ! Establish the relevant characteristics and service requirements for each service ! Identify the relevant information on the use of a service Define the Format The identification and definition of the appropriate SLA format On completion of the course, the candidate should be able to: ! Identify which OLAs are required to deliver the services ! Define the type and format of the SLAs required ! Identify which elements need to be included in the SLA ! Understand the impact of OLAs and Underpinning Contracts on the overall SLA Negotiate the SLAs Negotiate, agree and document service levels which match customer business needs and the capabilities of the IT service provider On completion of the course, the candidate should be able to: ! Identify the Service Level Requirements for each service ! Relate customer requirements to elements which will be included in the SLA ! Negotiate with the customer to achieve agreement on matching his requirements to the services available ! Produce SLAs which meet the Customer requirements, are unambiguous and written in clear, concise language Monitor and Improve Service Monitor and report on service levels achieved against agreed targets. Manage a Service Improvement Programme. On completion of the course, the candidate should be able to: ! Monitor, review and report on performance against targets ! Compile and circulate performance reports and SLAM charts ! Report on service level breaches
! ! !
Identify where non-conformity occurs and improvements can be implemented Make recommendations and implement actions to rectify any problems identified Create and manage a Service Improvement Programme
Review the SLM Process Ensure the overall process is effective and responsive to changing requirements. On completion of the course, the candidate should be able to: ! Recognise where amendments may be necessary to existing SLAs ! Understand the process for introducing new services and SLAs ! Review the Service Level Management process ! Understand and report on the Key Performance Indicators (KPIs) of SLM ! Identify areas of weakness and instigate resolution and proactive improvements Interfaces and Dependencies The appreciation and understanding of the interfaces and dependencies of Service Level Management with other IT and Service Management processes. On completion of the course, the candidate should be able to: ! Identify and understand the interfaces that Service Level Management has with the other IT and Service Management processes ! Define and document the dependencies of the other Service Management processes on Service Level Management processes and information ! Define and document the dependencies of Service Level Management on the other Service Management processes and information ! Implement procedures that facilitate the interfacing and dependence of Service Level Management with all other IT and Service Management processes Prerequisite Entry Criteria The only official pre-requisites for the Practitioner examination is that the Foundation qualification must have been sat and passed by any applicant candidate and that they should have a minimum of 1 years service within the industry.
Type:
Overview Holders of the ISEB Practitioner Certificate in IT Service Management: Incident Management will be able to demonstrate their competence in, and their ability to: ! Plan for the implementation of the Service Desk and Incident Management ! Develop and improve the customer and business focus of the service desk and the Incident Management process ! Use the Incident Management process to manage incidents and their resolution by the Service Desk and all other areas ! Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment ! Define, implement and manage the following activities: assess, prioritize and categorize incidents carry out incident analysis, identify and create incident records, diagnose the cause of incidents, identify incident resolutions, match incidents with other incidents and known errors, review and close incidents ! Define and agree incident categories and priorities in conjunction with Problem Management ! Be aware of the support tools and techniques available for the implementation of Incident Management and the support of the Service Desk identifying and instigating improvements, Analyze incident and incident reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents, wherever possible ! Prepare Incident Management reports for distribution throughout the organization ! Co-ordinate, schedule, target and focus resources on resolution of the most appropriate incidents ! Understand the interdependencies between Incident Management and other IT and Service Management processes. Target Group The Practitioner examinations are targeted at people who manage processes within IT Service Management in their organization. The Practitioner level examinations develop and test for an in-depth understanding of different ITIL process disciplines and for an ability to apply the theory within the work place. Course Outline Planning The planning, implementation and improvement of the Incident Management process. On completion of the course the candidate should be able to: ! Understand the activities involved in the planning of the Service Desk and the Incident Management process ! Understand the potential costs, benefits and problems associated with the implementation of the Service Desk and ! Incident Management ! Know the objectives and scope of the service Desk and Incident Management ! Review the functionality of the Service Desk and the operation of the Incident Management process identifying areas of weakness and instigating resolutions and proactive improvements Incident Management The support of the Service Desk operation and the Incident Management process. On completion of the course the candidate should be able to: ! Manage, control and report on the progress of the resolution of incidents through all stages of their lifecycle ! Identify and define incidents, incident categories and incident lifecycles ! Classify incidents, determining priority, impact and category ! Manage all incidents and apply Incident Management techniques ! Determine the resources needed for management, analysis and diagnosis of incidents ! Liaise with internal support groups and external suppliers ensuring that incidents are resolved as quickly as possible ! Resolve any incident ownership disputes in conjunction with Problem Management ! Develop and instigate processes for matching incidents to other incidents and known errors within the Service Desk using the Incident Management process ! Indicate where diagnostic scripts or procedures need to be adjusted ! Document incident analyses, temporary solutions and resolution procedures in such a way to facilitate the rapid resolution of all incidents by all areas involved in the incident resolution process ! Manage and resolve Major Incidents in conjunction with Problem Management ! Define procedures and work instructions for the Incident Management process
Support Tools & Techniques The awareness, knowledge and use of Incident Management support tools and techniques and the instigation of process improvements. On completion of the course the candidate should be able to: ! Set up and assess criteria for choosing appropriate support tools ! Select the appropriate support tools and techniques ! Justify, procure and implement such tools Prevention The analysis of incident and incident statistics and reports determining trends, identifying areas of weakness and proposing resolutions for the proactive prevention of possible incidents. On completion of the course the candidate should be able to: ! Analyze details of recorded incidents and incidents ! Identify trends on the basis of analysis ! Make use of statistical techniques and relationships within the CMDB ! Identify weaknesses or common incidents ! Instigate requests for change (RFCs) to resolve these weaknesses and common incidents and reduce the number and the impact of incidents and incidents Reporting The preparation of Incident Management reports for distribution throughout the organization as appropriate. On completion of the course the candidate should be able to: ! Identify the Service Desk and Incident Management related reports required throughout the organization ! Produce regular and ad-hoc Service Desk and Incident Management reports and circulate these as required ! Define and report on the metrics and Key Performance Indicators (KPIs) of the Service Desk and Incident Management ! Analyze reports and take the appropriate action Interfaces and Dependencies The appreciation and understanding of the interfaces and dependencies Incident Management has with the other Service Management processes. On completion of the course the candidate should be able to: ! Identify and understand the interfaces that Incident Management has with other IT and Service Management processes ! Define and document the dependencies of other Service Management processes on Incident Management processes and information ! Define and document the dependencies of Incident Management on other Service Management processes and information ! Implement procedures that facilitate the interfacing and dependence of Incident Management with all other IT and Service Management processes Prerequisite Entry Criteria The only official pre-requisites for the Practitioner examination is that the Foundation qualification must have been sat and passed by any applicant candidate and that they should have a minimum of 1 years service within the industry.
Type:
Course Objectives To provide a framework of best practices and procedures that will enable the delegate to work effectively on a help desk/service desk. To enable delegates to practice the "core" skills required. What skills will the delegate gain? This course will enable delegates to: ! Develop and enhance skills, techniques and procedures for dealing with enquiries, incidents, problems and opportunities concerning IT and its business-related products and services. ! Create positive relationships with customers and co-workers. ! Pinpoint customers' needs, motivations and reactions. ! Gain agreements with customers and manage interactions effectively. ! Maximize assertiveness while minimizing extremes in behavior. ! Deal effectively with a variety of customer situations. ! Gain satisfied customers through better listening. ! Discover the difference between providing solutions and satisfying a customer's psychological needs. ! Recognize how processes, procedures, technologies, tools, organization and structure to operate successfully must support the Help/Service Desk. Who will the course benefit? ! Entry-level Help or Service Desk staff with little related experience. Course Content Session1 The Evolution of Support Services and the role of the Help Desk Analyst. Communicating with your customer. Listening Skills. The importance of Empathy. Verbal Skills. Ensuring Understanding. Documenting the calls. Using Questions Effectively. Session 2 Dealing with Customer Conflict. Assertiveness and Customer Service. Human Resources Issues and Ethics in the Workplace. Teamwork and becoming a Leader. Measuring Customer Satisfaction and Informing Customers of Progress. Session 3 Introduction to the support industry and its tools and technologies. Understanding Help Desk Technologies and tools. Self-Help and Desk-Side Support Technology. System Administration and Network Issues. Disaster Recovery. Session 4 Problem Solving Techniques. Using Creative Problem Solving and Root Cause Analysis. Generating Evaluating and Prioritizing Options. Active and Deductive Reasoning. Human Resource Issues in the Workplace (shared private, hot desking). Process Integration. Problem Management. Session 5 Using Metrics as a Key Performance. Indicator (KPI). Interpreting Metrics and using Metrics, efficiently. Time Management in the Help Desk. Knowledge Management. Quality Assurance. System Security Management. Change Management, Asset Management and Resource Management. Outsourcing and Insourcing. Escalation, Defining Terms ownership. Session 6 Revision and exam preparation.
Course Objectives To help participants plan and implement IT Infrastructure Library (ITIL)-based Service Management. To demonstrate best practice techniques that will help Service managers deliver best value to the business. What skills will the delegate gain? This course will enable delegates to: ! Review existing Service Management processes within the Service Development Life Cycle. ! Create a Service Management Vision for the organization. ! Identify the needs of key stakeholders in Service Management. ! Develop KPI's based on critical success factors (CSFs). ! Develop a GAP analysis for existing Service Management activities. ! Create a Business case for Service Management. ! Use a formal transformation process to achieve the change from old processes to new, conformant, and processes. ! Carry out ongoing monitoring and review of Service Management processes. Who will the course benefit? Senior IT Service professionals, who wish to apply best practice techniques and planning processes to implementing IT Infrastructure Library (ITIL)-based Service Management. Project staff and Applications Management staff those are responsible for supporting Service Management implementation projects. Course Content Session 1 Overview of planning and Implementation issues. The scope of IT Infrastructure Library (ITIL) guidance. How the process works and links into the IT Infrastructure Library (ITIL) guidance and the complete, Service Delivery Life Cycle (SDLC). Session 2 Creating a Service Management Vision How to: identify stakeholders, and create a vision statement that is compatible with the ICT, Service Management and Business Strategy. Session 3 Where are we now (Understanding the current position)? How to: Assess the current position for organization and infrastructure maturity"? Use techniques such as IT Infrastructure Library (ITIL) Process assessment and benchmarking. Session 4 Where do we want to be (Understanding the Objectives in Detail) How to: Determine the amount of change anticipated and manage it. Make a business case for change. Use tools such as GAP analysis, CSF, KPI and GQM). Session 5 How do we get where we want to be (Getting from A to B)? How to: Manage the 'soft ' issues such as culture, training etc. Re-engineer the processes, create the implementation plan, identify the short term" and strategic approaches. Select the best tools. Session 6 Post Implementation Review How to: Check milestones have been reached, and objectives met. Retain focus, motivation and commitment and keep the momentum going. How Balanced Score Card and other techniques will help you. Impacts on the Service Delivery Lifecycle.
Course Objectives To show how to develop and maintain IT Service Continuity Plans based on IT Infrastructure Library (ITIL) and other best practice guidance. What skills will the delegate gain? This course will enable delegates to: ! Use a range of techniques that will generate IT and business commitment to IT Service Continuity. ! Review and upgrade IT Service Continuity plans. Who will the course benefit? ! All staff that need to maintain an IT Service Continuity Plan. Course Content Introduction How to link IT Service and Business Continuity Management into the Business and IS Strategy and Service Delivery Life Cycle. Stage 1 Initiation: How to ensure IT Service Continuity policy reflects current and anticipated business and IS developments. Stage 2 Requirements and strategy: How to identify and analyze risks, threats and vulnerabilities by using CRAMM, Environmental Analysis. Focus Auditing and other approaches. Options for reducing the risks. Stage 3 Implementation: How to establish, integrate and test IT Service plans. Stage 4 Operational management: How to ensure that IS continuity strategy, plans and procedures continue to be tested, reviewed and maintained against the business needs.
Course Objectives To describe how current "best practice" will improve the quality of your ICT provision and help deliver the agreed business benefits. What skills will the delegate gain? This course will enable delegates to: ! Identify ICT requirements and develop ICT plans and strategies. ! Design a resilient ICT infrastructure for current and future requirements. ! Co-ordinate, measure and review the implementation progress. ! Ensure that the ICT infrastructure is able to support the requirements of the IT services that support the business. ! Prepare for the ISEB ITIL Infrastructure Management Certificate examination. Who will the course benefit? ICT Infrastructure, Service, Applications, Programme, Business and Operations Managers. All other ICT staff including Business Analysts, Development, Delivery and Support staff. Anyone responsible, or potentially responsible, for the management of ICT infrastructure. Course Content Introduction What is an ICT Infrastructure. Why manage your ICT infrastructure. Introduction to the four main processes of ICT Infrastructure Management (ICTIM); Design and Planning, Deployment, Operations and Technical Support. Overview of Service Management The objectives and responsibilities of each of the IT Infrastructure Library (ITIL) Service Management processes and how they relate to ICTIM. The links to Security Management, Applications Management, Business Perspective and Planning to Implement Service Management. Design and Planning The need for Design and Planning processes and their alignment with business and IS design and planning processes. How to develop strategies, policies, standards, designs and plans for implementing ICT solutions. Goals, objectives, processes, deliverables, roles and responsibilities of Design and Planning. Benefits, costs & problems. Programme and Project Management The need for the co-ordination and management of projects for the implementation of business and IT service change.
Overview of business priority and alignment, and risk assessment and management. Deployment How to manage deployment projects for the introduction of ICT solutions and technology. Goals, objectives, processes, deliverables, roles and responsibilities of Deployment. Benefits, costs & problems. Business Case and Requirements Analysis The purpose of a Business Case. The analysis of business requirements to produce Statement of Requirement, Gap Analysis, Feasibility Study, Business Case and Invitation to Tender documents. Functional and non-functional requirements, how to ensure they are met. Operations How to maintain a stable, secure and agreed ICT infrastructure. Goals, objectives, processes, deliverables, roles and responsibilities of Operations. Benefits, costs & problems. Supplier, Product and Service Selection The use of structured methods and approaches to the selection of suppliers, products and services. Outsourcing the benefits and risks. Technical Support How to create a center of technical excellence to support all other ICTIM and Service Management processes. Goals, objectives, processes, deliverables, roles and responsibilities of Technical Support. Benefits, costs & problems. Implementing ICTIM and Benefits Realization The activities involved in implementing an effective ICTIM process and function. Vision, strategy, policy and implementation plans. Developing culture and breaking down technical and functional silos. Enterprise management tools and processes. Benefits realization.
QAI brings ITIL from land of its origin UK, formulated under the initiative of OGC (Office of Government Commerce), UK. Our key alliances such as itSMF, BCS, Parity are all UK based, simply because this where ITIL originated, and the body of knowledge continues to flourish among these ITIL originating organizations of UK. QAI has partnered with the British Computer Society (BCS) for bringing the state-of-the-art learning, best practices and professional networks to India. Formed in 1957, with over 40,000 members across 100 countries, BCS is leading industry body for IT Professionals.
QAI is an EXIN accredited training provider. EXIN, the Examination Institute for Information Science founded in 1984, is a global, independent IT examination provider offering qualification programs for ISO/IEC 20000, ISO/IEC 27000, ITIL, MOF, ASL, BiSL, TMap and SCP. It's EXIN's mission to improve the quality of the IT sector, the IT professionals and the IT users, by means of independent testing and certification. QAI has partnered with the British Computer Society (BCS) for bringing the state-of-the-art learning, best practices and professional networks to India. Formed in 1957, with over 40,000 members across 100 countries, BCS is leading industry body for IT Professionals.
QAI has partnered with ISACA for the COBIT trainings. Since its inception in 1967, ISACA has become a pace-setting global organization for information governance, control, security and audit professionals. Its IS auditing and IS control standards are followed by practitioners worldwide. QAI is a member of itSMF (IT Service Management Forum), which is widely acknowledged to be the worlds only internationally recognized and independent organization dedicated to IT Service Management. The itSMF now has chapters in 27 nations and is a major influencer and contributor to industry best practice and standards. All this assures you that QAI is best placed to ensure that we are fully aware of ITIL best practices and latest trends, and are able to pass that knowledge onto our clients, such as yourselves.
Process Improvement
= = = = = = = = = = = = = = = = = = = = = Overview to CMMI SEISM's authorised course on Introduction to CMMI Overview to CMM SEISM's authorised course on Introduction to CMM Overview to People CMM Overview to ISO 9001:2000 Software Internal Training Auditor Software Quality Bootcamp Quantitative Process Management Defect Prevention Statistical Techniques for Software Process Management Software Six Sigma Six Sigma Champions Training Six Sigma Black Belt Six Sigma Green Belt for Software Six Sigma Green Belt for Contact Centres Six Sigma Green Belt for Services (Transactional) Six Sigma Green Belt for Manufacturing Six Sigma Tools Training Six Sigma Train The Trainer Six Sigma Yellow Belt
Software [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [ [
Customer Contact Centres & BPO Services
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Project Management
= = = = = = PMP Contact Training Program Essential Software Project Management Software Estimation Implementing Metrics Programs Software Configuration Management Software Risk Management
Software Engineering
= = = = Essential Requirements Management Software Testing Peer Reviews Software Inspection
[ [ [
Contact Centre Operations Management

= = = = = = Quality Management Managing Customer Satisfaction Improving Service Levels and Efficiency Metrics Based Management Process Improvement using Six Sigma Cost of Poor Quality
[ [ [ [
[ [ [ [ [ [ [
Human Capital
= = = = Knowledge Management Change Management and Leadership Applying Creativity and Systems Thinking for Business Innovation Effective People Management
QAI's consulting and assessment services span USA, UK, India, China, Singapore, Belgium, Vietnam, Russia, Thailand, Philippines, Hong Kong and Greece. Our clients include:
Capgemini Logica CMG Wipro Fidelity ITC Infotech T-Systems Barclays Bank TCS Infosys Yahoo HCL Comnet HCL Technologies Dell Microsoft India Igate Logica CMG L&T Citigroup Tesco Unisys Thompson ONGC Accenture Novartis Dubai Islamic Bank First Gulf Bank Idea Cellular IBM Ciena Standard Chartered JP Morgan Sunguard Aggreko Vertex Volkswagen V Moksha Sella Synergy Hewlett Packard TNS Starhub, Singapore Deloitte Consulting Oracle Wells Fargo Afga HealthCare ICS Assette Software 197 Communication 3i Infotech 7i SOLUTIONS Acer India Actis Global Services Pvt. Ltd. Aditya Birla Group Admac Adventnet Agilent Technologies Bharti Airtel Alcatel Lucent Alliance Consulting Allianz Allianz Cornhill ANZ Applied Materials AT&T Attachmate Avaya Aviva Bank Of America Bank of Ceylon Beck India Ltd. Beckon Coulter India Berger Paints India Ltd Better Homes LLC Birla soft Bosch Limited British High Comission BT Internet Bundy India Ltd. Business Link Automation CA India Pvt Ltd Cadbury India Caltex Lubricants Canadian High Commission Cape Technologies Capita Carpe Diem India Pvt Ltd Celerity Celetronix India CGSL Change Consultant Citixsys Technologies Colt Competent Software Comptel Compulink Connexant Conseco Data Services Continuous Computing India Private Limited. Convergys Corbus India CRIS CSS Corporation India Pvt. Ltd. Cummins India D&B Singapore Daimler Financial Services Data Inc Datamatics Ltd. DCM Delixus Dell India Dell International Services Dhl Lemuirlogistic Dialog Telecom PLC Discovery DLF Ducab Edifixio India Pvt. Ltd. Eljay Engineering India EMC Emircom Engineers India Ltd Equant Ericsson India Pvt Ltd Ernst & Young Espire Euronet Services India Pvt Ltd Exircom Exl services Exxon Mobil FCG Software Services Fedex First Indian corporation P Ltd Fiserv Franklin Templeton Genpact GFT Technologies GIHL India Ltd. Globerian India GPI Green Field Online Group M Media H5 Asia Pacific (P) Ltd. Harvey Norman HCL Comnet HCL Infosystems Ltd HCL technologies Helpage India Heritage Web Solutions Hero Honda Motors Hewitt Hewitt Associates Hexaware Technologies Hoganas India Honeywell Technologies HSBC HTMT Huawei Hutch Hyper quality Ibilt Technologies IBM India Pvt. Ltd. ICI Paints ICICI Bank ICICI Prudential Idea Cellular Iflex Solutions IFS Solutions Pvt. Ltd Igate IIFT IMTAC TECHNOLOGIES Inductis India Pvt. Ltd. Infocredit Infosys Infrasoft Technlogies Ltd. ING Investment Management Ingram Micro India Intelli group Intellicore Intuitive Group ITC Hotels ITDC JCB Johnson&Johnson JP Morgan Chase Keane Keane India Kodak India Kotak Securities L&T Infotech Ltd. LogicaCMG Login Knowledge Solutions Mahindra & Mahindra Mastek Ltd. Max Healthcare Mc Kinsey McGraw Hill McKinsey Knowledge Centre Mercedes benz Meta-I Technology Microsoft India Pvt Ltd MindTree Misys Banking Systems Mitsui India Morgan stanley Motorola MTNL Netapp India NIIT Nokia Siemens Networks Nucleus Software Nxpsemiconductor India Pvt ltd Oracle Solution Services Orange Business Services Oriental Bank of Commerce Patni Computers Ltd PCS Technology Pepsi Perot Systems Philips POLARIS SOFTWARE Prion Progression Quark Quest Ranbaxy Labs Royal Bank Of Scotland, India Reliance Communications Reliance Infocomm SaintGobain (Grindwell Norton) SAP Consulting SAP Labs Sapient Satyam Computer Services Shensei Siemens Information Systems Sigma Paints Sitel Sonata Software Sony India Spanco Tele systems Spice Standard Chartered Sun Microsystems Sutherland Global Services TCS Tech Mahindra Ltd. Teradata India Pvt Ltd TESCO Testra business Tetrapak India Turner Unisys Global Services UNODC UTI Bank VERINT Verisign Verizon Technologies Vertex Vodafone VSNL WESEE Wipro Infotech World Bank Xansa Xchanging technologies Yahoo Yamaha
QAI India: 1013-14A, Ansal Towers, 38 Nehru Place New Delhi - 110019, India Phone: +91- 11- 26219792, 26220580 Fax: +91- 11- 26218974 itsm@qaiglobal.com
QAI USA: Windsor at Metro Center, 2101 Park Center Dr., Suite 200, Orlando, FL 32835-7614 Phone: +407-363-1111 Fax: +407-398-6817 qaiusa@qaiglobal.com
QAI Malaysia: Level 36, Menara Citibank, 165, Jalan Ampang 50450 Kuala Lumpur, Malaysia Phone: +603 2169 6241 Fax: +603 2169 6168 qaimalaysia@qaiglobal.com
QAI Singapore: 391B Orchard Road #23-01, Ngee Ann City Tower B Singapore - 238874 Phone:+65-6225-8139 Fax: +65-6225-8137 Email: qaisingapore@qaiglobal.com
QAI China: Rm. 1211, No. 498 Guoshoujing Rd. Shanghai Zhangjiang Hi-Tech Park Pudong New Area, Shanghai, China Zip: 201203 Phone / Fax: +86-21-51314155 qaichina@qaiglobal.com

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A. Accredited ITIL Certificate courses

ITIL V3 Intermediate Courses ITIL V3 Capability Modules

ITIL V3 Lifecycle Modules

ITIL V3 Expert Certification

Accredited ITIL V3 Bridge Courses

B. Accredited ITIL V2 Certificate courses

ITIL Practitioner Certificate in ITSM

ITIL V2 Service Manager

C. ITSM Generic Courses

QAIS TRAINING LEADERSHIP

3 Day course including examination

Types of metrics (technology metrics, process metrics, service metrics)

A5-Day course including examination

ITIL Service Capability: Planning, Protection and Optimization

ITIL Service Capability: Release, Control, and Validation

Corrective action Business Perspective and Improvements

Proctored: Open Book: Pass Score: Distinction Score: Delivery:

Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery:

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Service Level Management Practitioner

Duration: Proctored: Open Book: Pass Score: Distinction Score: Delivery:

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Customer Contact Centres & BPO Services

Contact Centre Operations Management

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