Itil Training Catalog 3832

CA EDUCATION TRAINING CATALOG: ITIL
ITIL Training Catalog
What students are saying about CA Educations ITIL offerings...

Best class I have taken in over a year
Instructor was dynamic and kept the class moving at a good pace. He made the topic interesting by equating it to real-life examples.
I appreciated that the case study used to illustrate ITIL practices wasnt about IT, it was a refreshing change. The fact that it was a situation based on an historical event made it more intriguing.
Table of Contents
CA Education and ITIL Overview Training Options ITIL Refresh ITIL v3 Qualification Scheme ITIL v3 Credit System and The Relationship Between v3 & v2 Learning Paths Course Pricing Course Overviews The CA Stock Exchange Simulation 1 1 2 2 4 5 7 8 17
Copyright 2009 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. To the extent permitted by applicable law, CA provides this document As Is without warranty of any kind, including, without limitation, any implied warranties of merchantability or fitness for a particular purpose, or noninfringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised of such damages. ITIL guidelines were originally developed within the United Kingdom government in the mid-1980s and are now used around the world in public sector and private sector IT organizations. The ITIL trademark is owned by the Office of Government Commerce (OGC) in the UK. ITIL is part of the public domain.
CA Education strives to be your preferred source for enterprise IT management education and best practices training solutions by delivering measurable results and a rewarding learning experience. Our training is designed to ease rampup time so your work teams are more productive, sooner. We work to ensure your overall satisfaction with CA products and services
CA Education and ITIL Overview

IT Infrastructure Library (ITIL) best practices are globally recognized as the preferred way of managing and delivering IT Services within an organization. Certification shows you understand the foundations of ITIL Best Practices. Training at the practitioner and manager levels will allow you to implement these practices in a corporate enterprise. Our ITIL certification program can help you maximize your investment in IT management by showing you how to align your IT infrastructure, development and operations with your business processes and objectives. CA Educations on-staff ITIL instructors are experts in Service Management, providing students with a rich resource of practical experience and instructional expertise. Our instructors are fully accredited and average more than 20 years of industry experience. Skilled professionals and topranked instructors work together to provide effective training that speeds up the learning process and delivers measurable results in productivity, service availability, and reduced costs CA has partnered with the leading ITIL training authority, ITpreneurs, to provide the best training in the domain of IT Management and Control Best Practices. ITpreneurs works closely with subject matter experts from the leading Best Practice Standards authorities, including APMG, BSI, EXIN, ISEB, ISACA, and itSMF. All levels of our ITIL courses are accredited by EXIN. ITpreneurs maintains seats on the ITIL Version 3 Advisory Board and the ITIL v3 Examiner Panel. Subject matter experts in these and other domains ensure that the course material offered is always up to date and meets the most stringent accreditation schemes.
Training Options
More than 30,000 people are trained annually by CA Education in many different languages from all over the world. Our training methods and tools are designed to help work teams be more productive in less time. CA Educations experienced and certified professionals and education partners deliver a robust and flexible catalog of courses in a variety of formats. Classroom Training Learn from live experts and share best practices with instructors and peers in state-of-the-art CA Education learning centers. The personal, face-to-face interaction with instructors and peers gives students an open forum to ask questions and share rich tips and tricks. This rich learning solution can ensure the highest levels of competency and knowledge transfer. Instructor-led training classroom training is available at:
CA LEARNING CENTERS
Get away from your daily work by attending a class at a state-of-the-art CA Learning Center near you. This option provides a dedicated learning environment that eliminates any impact on your production workflow. Public Courses: Choose from a list of popular courses offered at CA Learning Centers Private Courses: Dedicated classes for often large customers at CA Learning Centers
ON-SITE
CA Educations on-site, instructor-led training accelerates the learning curve and boosts productivity. Our instructors teach courses that fit within your learning objectives and present the material in one or several scheduled courses on-site at your facility. On-site courses not only save travel time, but in many cases, students can directly apply the outcome of their hands-on exercises to actual tasks.
Experience... the
value of Enterprise IT Management and bring ITIL concepts to life with a dynamic, hands-on, interactive simulation - The CA Stock Exchange.
For more information please see page 17.
Virtual Learning CA Virtual Instructor Led Training (VILT) provides the same benefits of classroom instruction at your own desk without the time and expense of travel. CA Education certified instructors host the course using state-of-the-art tools over the internet. With your web browser you view the courseware material and whiteboard exercises while listening to and engaging with your instructor as well as with your student peers. Web-Based Training CA Education also offers a number of courses that can be completed outside of the classroom. Our Web-Based Training courses are designed to be an effective self study course allowing you to stop and start the training at your convenience, allowing you to learn at your own pace. Coursework can be provided as a download or on a CD-ROM. Simply access the training online from your office or home, saving you travel time and expense.
ITIL Refresh
ITIL Version 2 (v2) has undergone a major refresh which is Version 3 (v3). Version 3 represents an important evolutionary step in its life cycle. The interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. Version 3 allows users to build on the successes of v2 but take IT service management even further.
ITIL v3 Qualification Scheme

The ITIL Qualification Scheme uses a system that enables an individual to gain credits for each exam they take. Once candidates have accumulated a sufficient number of credits they can be awarded the ITIL Expert in IT Service Management.
FIGURE A
THE VERSION 3 QUALIFICATION STRUCTURE
Diagram shows the structure of qualifications within the Version 3 scheme.
ITIL Master ITIL Expert
There are four levels within the scheme: 1. Foundation Level 2. Intermediate Level
(Lifecycle & Capability Streams)
3. ITIL Expert
Managing Across Lifecycle
4. ITIL Master
SDA
SS
SD
ST
SO
CSI
OSA
PPA
RCV
Lifecycle Modules
Capability Modules
ITIL v3 Foundation Certificate in IT Service Management
Foundation Level The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL. Intermediate Level There are two streams in the Intermediate level. Both assess an individuals ability to analyze and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.
Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the five core OGC titles, as follows: Service Strategy Service Design Service Transition Service Operation, and Continual Service Improvement.
The focus of these modules is on the introduction and implementation of the specific Lifecycle phase, and coverage of the principles, processes and related activities.
Intermediate Capability Stream - this stream includes 4 individual certificates loosely based on the
v2 Clustered Practitioner qualifications, but broader in scope in line with the updated v3 content, focussing on detailed process implementation and management within cluster groupings: Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Ops and Application Management Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management. ITIL Expert To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme. ITIL Master This level of the qualification will assess an individuals ability to apply and analyze the ITIL concepts in new areas. This higher level qualification is currently under development. Managers Bridge The ITIL Managers Bridge certification is aimed at 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.
ITIL v3 Credit System and The Relationship Between v3 & v2

The ITIL Version 3 Qualification Scheme is supported by a credit system. Passing v3 modules will earn a candidate credits towards the new ITIL Expert Level which means that on successful completion of a balanced set of modules across the Service Capability and Service Lifecycle Intermediate Streams, a candidate will have attained the necessary credits to achieve the Expert award. Recognizing the value of earlier modules, the new credit system has also been widened to include earlier Version 1 and 2 ITIL qualifications, which at present includes the v2 Foundation, v2 Practitioner Modules and the v1 or v2 Service Manager. Other closely-related qualifications will also be considered for inclusion in the credit scheme. Details of these will be announced as they are confirmed.
FIGURE B ITIL CREDIT PROFILER GRAPHIC
Diagram shows the new v3 credit system and the relationships between v2 and v3 modules, with the number of credits allocated to each.
Advanced Level ITIL Expert 5

3 SS SD 3 ST v3 Manager Bridge
v3 Manager Bridge
Managing Across Lifecycle

3 SO 3 CSI 3 OSA 4 PPA 4 RCV 4
5
4 SDA
5
v2 Practitioner Modules
SDIM 3.5 PI
SLM 2 RM
2
ILIL v2 or v1 Managers Certificate
Lifecycle Modules
Capability Modules
3.5 AD
2 credits
PM 2 IT SCM
2
17
ILIT v3 Foundation Certificate in IT Service Management
3.5 BR
FM 2 COM 2 CHM
2
v3 Bridge
0.5
3.5 RC
CAM 2 AM
2
v2 Foundation Certificate
1.5
Bridging Courses Candidates who hold earlier ITIL qualifications can update their knowledge and certification via a series of bridging courses, such as the Foundation Bridging Course. These courses will also earn a candidate credits towards the Expert Level. The International v3 Senior Examiners Panel have developed the credit system using an in-depth process of assessing existing ITIL qualification content and coverage against the new version of ITIL, to create a fair and balanced system which accommodates a range of certification combinations. Relationship Between Version 3 & Version 2 Individuals with existing ITIL v2 qualifications can use those qualifications as credits towards the Expert or may find that the credits or qualifications they hold will make them eligible for the current v3 Bridging routes. Foundation level - There is a short bridging course which covers the differences between v2 and v3 and allows someone to take an exam to demonstrate their understanding of the ITIL v3 approach.
ITIL v2 Practitioner qualifications count towards the ITIL Expert in Service Management. Depending on whether an individual holds a single topic certificate or a clustered certificate the credits will vary. Any ITIL v2 Service Manager who wishes to gain the v3 Expert Level can take a bridging course and must pass the v3 Managers Bridge examination. The course covers the new concepts within ITIL v3 and fully integrates the benefits of the Lifecycle approach. It is recommended that candidates discuss their current qualifications with their CA Education representative to establish how many credits they hold, and which v3 modules it is recommended they take in order to complement their current qualifications, or increase their knowledge in a specific area
ITIL Learning Paths

The ITIL Learning Paths on the following pages provide a holistic view of the available ITIL courses organized by level, role, subject area, and version.
Key to Delivery Options

Prerequisite Choose courses from specific grouping Instructor Led Training (Classroom & Virtual) Web Based Training Exam
Notes:
Successful completion of an exam is required to receive credit for each ITIL course. A complete list of available Lifecycle, Capability and Service Manager Bridging courses can be found on the next page of this document in ITIL v3 Available Courses. For v2 Practitioners, Service Managers, and further clarification regarding credits needed we suggest you visit the Credit Profiler on the ITIL Official website or contact your CA Education representative.
CA Learning Paths for ITIL v3 Certification

Take 1 or both
ITIL v3 Foundation Paths for New Students
The CA Stock Exchange Simulation 01SMO20033 1 day
ITIL v3 Awareness Course
ITIL v3 Foundation
ITIL v3 Foundation
or
91ITL10010 4 hours 91ITL20020 18 hours 91ITL20031 3 days
ITIL v3 Foundation Certification
ITIL v2 Foundation Students
Previously attained ITIL v2 Foundation Certification
ITIL v2 to v3 Bridging Foundation 91ITL20010 6 Hours
or
ITIL v3 Foundation Bridge Course 91ITL20041 2 days
ITIL v3 Expert Path
*ITIL v3 Intermediate Lifecycle or Capability Courses 3 or 4 credits each
ITIL v3 Managing Across the Lifecycle 5 credits 91ITL30023 5 days
ITIL v3 Expert Certification
Take an appropriate mix of courses from either Lifecycle, or Capability or both. 17 credits total required to enter Managing Across the Lifecycle course.
CA Learning Paths for ITIL v3 Certification by Roles

Take 1 or both
Business and IT Staff
The CA Stock Exchange Simulation 01SMO20033 1 day
91ITL10010 4 hours Take 1 or both ITIL v3 Continual Service Improvement Lifecycle Course 91ITL30013 3 days
ITIL v3 Foundation Courses
IT and Business Executives
ITIL v3 Service Strategy Lifecycle Course 91ITL30093 3 days
*IT Managers / Staff / Administrators and IT Process Managers and Owners
*ITIL v3 Intermediate Courses Complete all as appropriate
ITIL v3 Managing Across the Lifecycle 5 credits 91ITL30023 5 days
ITIL v3 Expert Certification
*Take an appropriate mix of courses from either Lifecycle, or Capability or both.17 credits total required to enter Managing Across the Lifecycle course.
ITIL v3 Available Courses

ITIL v3 Foundation ITIL v3 Foundation
91ITL20031 3 days
91ITL20020 18 hours
Take one of these courses for 2 credits upon passing exam. The CA Stock Exchange Simulation 01SMO20033 1 day ITIL v3 Awareness Course
ITIL v3 Awareness Courses
91ITL10010 4 hours
ITIL v3 Intermediate Lifecycle Courses
ITIL v3 Service Strategy Lifecycle Course 91ITL30093 3 days
ITIL v3 Service Design Lifecycle Course 91ITL30063 3 days
ITIL v3 Service Transition Lifecycle Course 91ITL30103 3 days
ITIL v3 Service Operation Lifecycle Course 91ITL30083 3 days
ITIL v3 Continual Service Improvement Lifecycle Course 91ITL30013 3 days
3 credits each upon passing exam. 17 credits required to enter Managing Across the Lifecycle course.
ITIL v3 Intermediate Capability Courses
ITIL v3 Planning, Protection and Optimization Capability 91ITL30043 5 days
ITIL v3 Service Offerings and Agreements Capability 91ITL30073 5 days
ITIL v3 Operation Support and Analysis Capability 91ITL30033 5 days
ITIL v3 Release, Control and Validation Capability 91ITL30053 5 days
4 credits each upon passing exam. 17 credits required to enter Managing Across the Lifecycle course. ITIL v3 Foundation Bridge Course 91ITL20041 2 days ITIL v2 to v3 Bridging Foundation 91ITL20010 6 Hours ITIL v3 Service Manager Bridge Managing Across the Lifecycle
ITIL v3 Bridging Courses
91ILT40013 4 days
ITIL v3 Capstone Course
91ITL30023 5 days
2 credits each upon passing Foundation exam.
CA Learning Paths for ITIL v2 Certification

ITIL/ITSM Awareness ITIL Foundation v2 with ITIL ALIVE ITIL Foundation Course Exam
ITIL v2 Foundation
01ITL10010 2 Hours 01ITL20023 3 days
or
01ITL20010 16 Hours
ITIL v2 Advanced Courses
ITIL Release and Control Practitioner Course 01ITL30043 5 days
ITIL Support and Restore Practitioner Course 01ITL30053 5 days
Exam
Exam
ITIL Service Managers Course Exam
01ITL40013 12 days
*ITIL V2 Foundation Certification is a prerequisite for Advanced Courses
Course Pricing
The prices listed below are for the United States only. For local country prices and courses that may not be listed here please go to your regional Education section of ca.com and search using the appropriate course number.
Course Number 91ITL10010 91ITL20010 91ITL20041 91ITL20020 91ITL20031 91ITL30013 91ITL30063 91ITL30083 91ITL30093 91ITL30103 91ITL30023 91ITL30033 91ITL30043 91ITL30053 91ITL30073 91ITL40013
7 CA EDUCATION TRAINING CATALOG: ITIL
Course Name (Course) ITIL v3 Awareness Course ITIL v2 to v3 Bridging Foundation ITIL v3 Foundation Bridge Course ITIL Version 3 Foundation Level Training ITIL v3 Foundation ITIL v3 Continual Service Improvement Lifecycle Course IITIL v3 Service Design Lifecycle Course ITIL v3 Service Operation Lifecycle Course IITIL v3 Service Strategy Lifecycle Course ITIL v3 Service Transition Lifecycle Course IITIL v3 Managing Across the Lifecycle Course ITIL v3 Operation Support and Analysis Capability (OSA) ITIL v3 Planning, Protection and Optimization Capability (PPO) ITIL v3 Release, Control and Validation Capability (RCV) ITIL v3 Service Offerings and Agreements Capability (SOA) ITIL v2 to v3 Service Manager Bridge
USD $250 $200 $1,300 $400 $1,950 $2,400 $2,400 $2,400 $2,400 $2,400 $2,900 $2,900 $2,900 $2,900 $2,900 $2,700
Exams Inc?
N N Y N Y Y Y Y Y Y Y Y Y Y Y Y
Education Prepayment Program Flexibility

By utilizing CA Educations EPP (Education Prepayment Program) in the purchase of these education packages, your organization gains the flexibility to amend the composition of your education offerings in order to address a changing need or desire for the type of education provided. Other Prepayment Program Benets Discounts available off CA Educations list price with every education delivery transaction Dedicated CA Education Advisors assigned to work with your organization to determine your training needs and help design your delivery plan Individual or group skill assessments Balances can be used globally for any of our offerings Other Payment Methods CA Education offers a range of payment options and purchase plans. We accept the following payment methods: Credit Cards Checks Purchase Orders Check with your local representative to see what payment methods are available in your region.
Course Overviews
Below you will find a list of the courses available for ITIL along with a brief description of the course. For full descriptions of these courses, please visit your regional Education section of ca.com.
Key to Training Methods Available:

I
Web-Based Training
Instructor Led Training
On-site
Virtual Instructor Led Training

This course will provide you with an overview of the key concepts within the IT Infrastructure Library (ITIL) Best Practices. ITIL Best Practices are globally recognized as the preferred way of managing and delivering IT Services in an organization.
91ITL10010
2 Hours
ITIL v2 to v3 Bridging Foundation

This seven-hour web-based training course is specially designed for students who are already certified at the Foundation level in previous versions of the IT Infrastructure Library. The v3 Foundation Bridge Course trains previously certified Foundation learners on the new contents of the ITIL v3 Foundation syllabus. The course introduces students to the concept of the service lifecycle approach to IT Service Management according to ITIL v3. This Bridging Course is designed to bring the students level of knowledge and understanding in line with the ITIL v3 Foundation Certificate in IT Service Management. This course prepares the student to successfully complete the associated 30 minute exam, which is required for entry into future ITIL v3 intermediate level training courses or as part of an overall bridging program to the v3 ITIL Expert certification. Students will receive details on how to access and complete the exam with their course registration confirmation. Access to the course is available for 90 days from the date of registration confirmation.
91ITL20010
Seven (7) hours
ITIL v3 Foundation Level Training

This self-paced course introduces students to the Lifecycle of managing IT Services to deliver to business expectations. It offers concrete foundation knowledge of the core disciplines of ITIL v3: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. This course offers real-life, scenario-based, hands-on training geared to provide both theoretical and practical knowledge, facilitating an effective method for reinforcement and self-assessment. This course also positions the student to successfully complete the associated 40 minute exam, required for entry into the future ITIL v3 intermediate level training courses. Students will receive details on how to access and complete the exam with their course registration confirmation. Access to the course is available for 90 days from the date of registration confirmation.
91ITL20020
Eighteen (18) hours
ITIL v3 Foundation Level Training

This exciting and dynamic three-day course introduces students to the lifecycle of managing IT services to deliver to business expectations. The ITIL v3 best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs. As well as an engaging, case study based approach to learning the core disciplines of the IT Infrastructure Library (ITIL) best practice, this course also positions the student to successfully complete the associated 40-minute exam, required for entry into the future ITIL v3 intermediate level training courses.
91ITL20031
I
Three (3) days
ITIL v3 Foundation Bridge Course

This one-day course is specially designed for students who are already certified at the Foundation level in previous versions of the IT Infrastructure Library (ITIL). The v3 Foundation Bridge Course trains previously certified Foundation learners on the new contents of the ITIL v3 Foundation syllabus. The course introduces students to the concept of the service lifecycle approach to IT Service Management according to ITIL v3. This Bridging Course is designed to bring the students level of knowledge and understanding in line with the ITIL v3 Foundation Certificate in IT Service Management. This course prepares the student to successfully complete the associated 30 minute exam, which is required for entry into future ITIL v3 intermediate level training courses or as part of an overall bridging program to the v3 ITIL Expert certification. For students attending an ILT delivery in a CA Learning Center or at the customer site, the exam is offered on the last day. For students attending the class virtually, they will receive details with their registration confirmation on how to complete the exam within 48 hours of completing the course.
91ITL20041
I
Two (2) days
ITIL v3 Continual Service Improvement

This three-day course immerses students in the overall concepts, processes, policies and methods associated with the Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the CSI stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library (ITIL) best practices and positions the student to successfully complete the associated exam.
91ITL30013
I
Three (3) days
ITIL v3 Managing Across the Lifecycle

The Managing Across the Lifecycle Certificate is the final module of the Service Lifecycle and/or Service Capability Intermediate courses that leads to the ITIL Expert in IT Service Management recognition. This five-day course immerses students in the contents of the ITIL v3 publications; focusing on business, management and supervisory objectives, purpose, processes, functions and activities, and on the interfaces and interactions between the processes covered in the Service Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices and positions the student to successfully complete the associated exam.
91ITL30023
I
Five (5) days
CA EDUCATION TRAINING CATALOG: ITIL 10
ITIL v3 Operation Support and Analysis Capability

This five-day course immerses students in the practical aspects of the IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable students to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices. This course also positions the student to successfully complete the associated 90-minute exam, which is offered on day five.
91ITL30033
I
Five (5) days
ITIL v3 Planning, Protection and Optimization Capability

This five-day course immerses students in the practical aspects of the IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes associated with the Planning, Protection, and Optimization of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable students to apply the practices throughout the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices. It positions the student to successfully complete the associated 90-minute exam, which is offered on day five.
91ITL30043
I
Five (5) days
ITIL v3 Release, Control and Validation Capability

This five-day course immerses students in the practical aspects of the IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes associated with the Release, Control and Validation of services and service delivery. The main focus of this course is on the operational level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable students to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices. This course also positions the student to successfully complete the associated 90-minute exam, which is offered on day five.
91ITL30053
I
Five (5) days
ITIL v3 Service Design Lifecycle Course

This three-day course immerses students in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library (ITIL) best practices and positions the student to successfully complete the associated exam.
91ITL30063
I
Three (3) days
ITIL v3 Service Offerings and Agreements Capability

This five-day course immerses students in the practical aspects of the IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable students to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices. This course also positions the student to successfully complete the associated 90-minute exam, which is offered on day five.
91ITL30073
I
Five (5) days
ITIL v3 Service Operation Lifecycle Course

This three-day course immerses students in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library (ITIL) best practices and positions the student to successfully complete the associated exam.
91ITL30083
I
Three (3) days
ITIL v3 Service Strategy Lifecycle Course

This three-day course immerses students in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library (ITIL) best practices and positions the student to successfully complete the associated exam.
91ITL30093
I
Three (3) days
ITIL v3 Service Transition Lifecycle Course

This three-day course immerses students in the overall concepts, processes, policies and methods associated with the Service Transition phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the IT Infrastructure Library (ITIL) best practices and positions the student to successfully complete the associated exam.
91ITL30103
I
Three (3) Days
ITIL v3 Service Manager Bridge Course

In this intensive four day, instructor led course, participants will be taught the principles and core content of the Service Lifecycle approach to IT Service Management according to ITIL v3, along with the changes from previous versions of ITIL. This course, introduces the Service Lifecycle approach and the five stages within this approach: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Through a combination of lecture and interactive exercises, candidates are prepared for taking and passing the ITIL v3 Manager Bridge exam. The ninety-minute exam is offered at the end of the course. The ITIL v3 Service Manager Bridge Course offers candidates a fast track to update their ITIL Service Manager qualification, and gain recognition at the new ITIL Expert certification level. This qualification bridges the gap between the ITIL Managers Certificate in IT Service Management (versions 1 & 2) and the ITIL Expert certificate in IT Service Management (ITIL v3). This course is also available to holders of previous certifications at the Practitioner level, when the total number of recognized credits is 12 or higher.
91ITL40013
I
Four (4) Days
ITIL/ITSM Awareness Course

The ITIL Foundation Course combines the advantages of training at your own pace, anytime, from virtually anywhere. This course provides students with flexible course tracks and an integrated case study which will enable a thorough understanding and retention of course material. The course has been developed in compliance with all the prerequisite training and exam specifications laid down by EXIN and prepares you for ITIL Foundation Certification.
01ITL20010
Sixteen (16) Hours
ITIL Foundation Course

The ITIL Foundation Course combines the advantages of training at your own pace, anytime, from virtually anywhere. This course provides students with flexible course tracks and an integrated case study which will enable a thorough understanding and retention of course material. The course has been developed in compliance with all the prerequisite training and exam specifications laid down by EXIN and prepares you for ITIL Foundation Certification.
01ITL20010
Sixteen (16) Hours
ITIL Foundation v2 with ITIL ALIVE

The ITIL Foundation Course from ITpreneurs uses a blend of quality instructors and a virtual case study to introduce students to the key ITIL processes. ITpreneurs combines the inherent advantages of instructorled training with the interaction generated through exposing students to practical and real case study situations continuously throughout the course. The ITIL Alive case study will help students immediately apply the knowledge which they learn during the course in a virtual setting. This will result in a blended course providing a great retention of knowledge and an enhanced learning impact. This case study driven course will lead students to ITIL Foundation Certification. This course introduces the concepts of IT Service Management (ITSM) and how to apply the industry standard IT Infrastructure Library (ITIL) Service Support and Service Delivery principles within an IT department/organization.
01ILT20023
I
Three (3) Days
ITIL Release and Control Practitioner Course

This course will focus on the implementation and management of the processes and functions involved in achieving control and stability within an IT infrastructure. These processes and functions include effective Change and Release Management processes, based on an effective Configuration Management system. This course is aimed at optimizing the quality of service by responding to the need for changes in a controlled and time-effective manner, while also keeping information about the infrastructure up-to-date and relevant. The two-hour exam from EXIN will be administered on the last day of the course, providing students the opportunity to become ITIL Release and Control Practitioner Certified.
01ITL30043
I
Five (5) Days
ITIL Support and Restore Practitioner Course

This course focuses on the implementation and management of the processes and functions involved in managing exceptions in normal infrastructure control and service delivery. These include being able to organize an effective service desk function, along with the related incident and problem management processes. These processes are aimed at optimizing quality of service by effectively responding to incidents and problems, as well as proactively preventing their occurrence ensuring good customer satisfaction. The service desk supports users in the use of IT services and takes care of restoring the service in the event of a disruption.
01ITL30053
I
Five (5) Days
ITIL Service Managers Course

This intensive course is designed to help IT Service Managers gain a deeper, more practical understanding of ITIL processes and key implementation issues both process oriented and organizational. This practical course uses case studies, role playing, and presentations to test and improve the students essential managerial skills. This course will consist of 40% theory while the remaining coursework will cover practical teamwork. Team assignments will be based on a case study, similar to the EXIN exam questions. The ITIL Service Managers course is divided into two five-day sessions with a three to four week reprieve between sessions. Two to three weeks after the second session, students come together once again for two days to prepare for the exam using the examination case study. This course leads to Service Managers Certification from EXIN. The examination will occur two weeks after the two day preparation. It will take place over two days - three hours maximum time is allowed each day. In addition to class time, students must be prepared to spend an additional 280 hours of study time for this course.
01ITL40013
I
Twelve (12) Days
CA Stock Exchange Simulation: an ITIL Experience

The CA Stock Exchange Simulation provides the opportunity to experience the benefits of implementing the IT Infrastructure Library (ITIL) framework, practice process improvement, and understand the importance of relationships and the impact on IT and business performance. It effectively represents a dynamic organizational culture and IT infrastructure to which you can easily relate, so that you will walk away with the confidence to support and influence process improvement in your organization. For more information about the CA Stock Exchange please see page 17 or go to www.ca.com/simulation
01SMO20033
I
One (1) Day *Note: this course is optimally run with at least 12 students
To learn more about how CA Education is dedicated to providing you with flexible learning options based on your budget, travel and knowledge transfer requirements go to your regional Education section of ca.com
The CA Stock Exchange Simulation

An ITIL Experience: Realizing Enterprise IT Management Through Experiential Learning ITIL has rapidly become the de facto best practice standard in service management and the lens through which the value of services is viewed and measured. IT organizations are turning to ITIL to improve the quality and cost effectiveness of the services they provide to the business. CA integrates and automates ITIL by helping you to unify people, process and technology towards a common goal of achieving world-class service management. The CA Stock Exchange Simulation provides the opportunity to experience the benefits of implementing the IT Infrastructure Library (ITIL) framework, practice process improvement in a fast-moving, dynamic environment, and understand the importance of relationships and their impacts on IT and business performance. Each team member will learn how to: Translate ITIL theory into practice in a high-impact energetic way Align IT with the business to see how implementation of ITIL best practices can improve business performance Design, apply, evaluate and improve ITIL-based processes within a simulated environment Work as a team to realize end-to-end process results while recognizing and evaluating individual job roles and their value Identify bottlenecks and improvement needs in your own organization How the Simulation Works...Round by Round. The CA Stock Exchange simulation is comprised of five trading rounds. Each round participants are presented with the challenges faced by critical IT and business roles across the enterprise, as well as the affected processes, functions and their resulting impacts to the business.
Round 1
Introduces Service Management principles such as Communication, Prioritization of Incidents and Escalation to eliminate chaotic responses.
Round 2
Introduces Change, Release, Supplier and Vendor Management. Incident response is reactive
Round 3
Introduces Problem and Knowledge Management. Introduces Trend Analysis to further help resolve IT problems. Incident response is proactive
Round 4
Introduces Capacity and IT Service Continuity Management. Additional attention paid to Financial Management to illustrate ITs impact on the bottom line and Incident response.
Round 5
Introduces ideology of Continual Service Improvements. Incident response is optimized.
At the conclusion of each round, the team discusses its performance and works together to identify what improvements it can make. The team then works to apply ITIL best practices to improve business processes. Ultimately, the team will mature to where IT services are no longer chaotic or reactive but proactive, adding value to the business and maximizing profits. The CA Advantage The CA Stock Exchange simulation demonstrates the value of ITIL best practices and processes as well as the concepts associated with IT Management. CA has developed a unique approach to charting the ITIL journey through a visual representation of the service life cycle and its interdependent IT service management processes. With this dynamic business simulation, your organization can leverage the service life cycle approach to better understand and communicate the importance of process relationships. CA Education strives to be your preferred source for best practices training solutions that deliver maximum results and a rewarding learning experience. For more information about the CA Stock Exchange Simulation visit www.ca.com/simulation
90CJU09ITL01US
Learn more about how CA can help you transform your business at ca.com

Itil Training Catalog 3832

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CA EDUCATION TRAINING CATALOG: ITIL