ITIL is the only comprehensive, non-proprietary source of service management best practices that is publicly available. It contains an integrated set of well-documented processes including, among others:
* Capacity Management
* Availability Management
* Financial Management for IT Services
* Network Services Management
* Release Management
* Outsourcing Guidelines
* Software Management
* Availability Management
* Financial Management for IT Services
* Network Services Management
* Release Management
* Outsourcing Guidelines
* Software Management
* Change Management
* Configuration Management
* Problem Management
* Service Desk
* Service Level Management
* Security Management
* Configuration Management
* Problem Management
* Service Desk
* Service Level Management
* Security Management
The ITIL curriculum consists of three courses and an introductory session. ITIL Foundations certification Exam administered on third day.
CU501 - ITIL Foundations Certification Course
Course Description
This is an introductory course for anyone interested in learning about IT Service Management and who wish to obtain ITIL Foundations certification.
ITIL is a non-proprietary set of best practices for Information Technology Service Management originally developed in the United Kingdom by the Office of Government Commerce (OGC). Many organizations throughout the world use the ITIL framework to improve the effectiveness, efficiency, and quality of IT services. ITIL defines an integrated set of processes for IT Service Management that center on two key areas: Service Support and Service Delivery. This course provides a comprehensive introduction to the concepts, terms, objectives and benefits of the Information Technology Infrastructure Library (ITIL) best practices framework as described in the ITIL Service Support and Service Delivery books. It also prepares participants for a 40 question multiple-choice examination leading to a Foundation Certificate in IT Service Management. The examination is facilitated by an independent examination body and is scheduled for the last day of the course.
This is an introductory course for anyone interested in learning about IT Service Management and who wish to obtain ITIL Foundations certification.
ITIL is a non-proprietary set of best practices for Information Technology Service Management originally developed in the United Kingdom by the Office of Government Commerce (OGC). Many organizations throughout the world use the ITIL framework to improve the effectiveness, efficiency, and quality of IT services. ITIL defines an integrated set of processes for IT Service Management that center on two key areas: Service Support and Service Delivery. This course provides a comprehensive introduction to the concepts, terms, objectives and benefits of the Information Technology Infrastructure Library (ITIL) best practices framework as described in the ITIL Service Support and Service Delivery books. It also prepares participants for a 40 question multiple-choice examination leading to a Foundation Certificate in IT Service Management. The examination is facilitated by an independent examination body and is scheduled for the last day of the course.
CU510 - ITIL Foundations - Bridge Course
Course Description
This one day course bridges the gaps between former versions and the latest 3.0 version. Enrollment is separate from the Foundations course and is optional. To enroll, please call 305-284-2100 or e-mail f.freire@miami.edu.
This one day course bridges the gaps between former versions and the latest 3.0 version. Enrollment is separate from the Foundations course and is optional. To enroll, please call 305-284-2100 or e-mail f.freire@miami.edu.
CU601 - ITIL Practitioner - Agree & Define
ITIL Agree & Define Practitioner Course
IT Infrastructure Library (ITIL®) is a collection of Best Practices for the management and delivery of IT services and IT infrastructure. Because of decades of constant revision, these Best Practices have become a de-facto standard for the IT departments of all types of organizations. These Best Practices cover key Service Management processes, such as Incident Management, Problem Management, Release Management, Change Management, Service Level Management, Financial Management, Service Continuity Management, and Availability and Capacity Management. ITIL also recommends the concept of a Service Desk that is designed to improve the function of the conventional Help Desk. The core ITIL guidelines are currently available in a series of eight books. Our ITIL courses take an intensive, IT Process Competence training solutions approach. The courses provide the learner with the essentials of the best practices of ITIL processes adopted worldwide. We develop the courses using a customizable and integrated training program approach to enable a knowledge-driven learning process.
Course Description
This course replaces the independent Service Level Management and Financial Management Practitioner Courses. In five days you will learn how to manage, organize and optimize the Agree and Define processes in an IT organization through interactive classroom training. This course focuses on the implementation and management of the processes involved in delivering quality service to the customer at a justifiable cost to both the internal IT organization and to the customer. This includes the planning, implementation and continuous service improvement techniques specific to the Service Level Management and Financial Management processes. Unique to the clustered nature of this course, the student is guided through the holistic interactions of the Agree and Define processes.
The key objectives of the Agree and Define Practitioner training are:
Managing
• Plan the key activities for the Service Level Management and Financial Management processes.
• Plan the exchange of appropriate information relevant to managing the Agree and Define processes.
• Initiate actions to ensure the key activities in the Agree and Define processes meet the objectives set.
• Report on the effectiveness and efficiency of the activities in the Agree and Define processes.
Organizing
• Organize the exchange of appropriate information with other processes.
• Organize the exchange of appropriate information with Customers, end-users and suppliers.
• Develop and maintain the procedures of the Agree and Define processes.
• Define IT Services and maintain the Service Catalog.
• Prepare the negotiation, agreement and maintenance of various agreements (SLA, OLA, UC).
• Participate in the budgeting activity.
• Participate in the development of the IT Accounting System.
• Participate in the development of the Charging System.
• Participate in the creation of the financial reports.
Optimizing
• Monitor and optimize the Agree and Define processes.
• Propose service and process improvements, based on results of monitoring and/or reviews.
• Plan and conduct audits of the Agree and Define processes.
• Manage the ongoing financial operations and performance.
• Participate in ongoing service management through the service review meetings.
Prerequisites
The Foundation Certificate in IT Service Management (based on ITIL®).
Before taking the Practitioner examination, the candidate must have attended accredited training and successfully completed the three required practical assignments.
It is recommended that the delegate should have at least two years practical experience in the field of the Agree and Define processes.
Learning Objectives
At the end of this course, you will be able to:
• Define the requirements and activities of an effective Service Level Management and Financial Management process.
• Identify areas where the Agree and Define processes can be improved.
• Describe the interrelated nature of SLAs, OLAs and UCs, and the requirements of the supporting technology required to monitor and verify attainment of service levels based on these commitments to service delivery.
• Describe the budgeting, accounting and charging techniques of the Financial Management as applies to IT services.
• Describe the requirements of communication at the appropriate level, with both customers and the IT organization.
• Define the contents of effective management reports based on Key Performance Indicators for the agree and Define processes.
• Explain how the Agree and Define processes relate with other Service Support and Service delivery processes.
IT Infrastructure Library (ITIL®) is a collection of Best Practices for the management and delivery of IT services and IT infrastructure. Because of decades of constant revision, these Best Practices have become a de-facto standard for the IT departments of all types of organizations. These Best Practices cover key Service Management processes, such as Incident Management, Problem Management, Release Management, Change Management, Service Level Management, Financial Management, Service Continuity Management, and Availability and Capacity Management. ITIL also recommends the concept of a Service Desk that is designed to improve the function of the conventional Help Desk. The core ITIL guidelines are currently available in a series of eight books. Our ITIL courses take an intensive, IT Process Competence training solutions approach. The courses provide the learner with the essentials of the best practices of ITIL processes adopted worldwide. We develop the courses using a customizable and integrated training program approach to enable a knowledge-driven learning process.
Course Description
This course replaces the independent Service Level Management and Financial Management Practitioner Courses. In five days you will learn how to manage, organize and optimize the Agree and Define processes in an IT organization through interactive classroom training. This course focuses on the implementation and management of the processes involved in delivering quality service to the customer at a justifiable cost to both the internal IT organization and to the customer. This includes the planning, implementation and continuous service improvement techniques specific to the Service Level Management and Financial Management processes. Unique to the clustered nature of this course, the student is guided through the holistic interactions of the Agree and Define processes.
The key objectives of the Agree and Define Practitioner training are:
Managing
• Plan the key activities for the Service Level Management and Financial Management processes.
• Plan the exchange of appropriate information relevant to managing the Agree and Define processes.
• Initiate actions to ensure the key activities in the Agree and Define processes meet the objectives set.
• Report on the effectiveness and efficiency of the activities in the Agree and Define processes.
Organizing
• Organize the exchange of appropriate information with other processes.
• Organize the exchange of appropriate information with Customers, end-users and suppliers.
• Develop and maintain the procedures of the Agree and Define processes.
• Define IT Services and maintain the Service Catalog.
• Prepare the negotiation, agreement and maintenance of various agreements (SLA, OLA, UC).
• Participate in the budgeting activity.
• Participate in the development of the IT Accounting System.
• Participate in the development of the Charging System.
• Participate in the creation of the financial reports.
Optimizing
• Monitor and optimize the Agree and Define processes.
• Propose service and process improvements, based on results of monitoring and/or reviews.
• Plan and conduct audits of the Agree and Define processes.
• Manage the ongoing financial operations and performance.
• Participate in ongoing service management through the service review meetings.
Prerequisites
The Foundation Certificate in IT Service Management (based on ITIL®).
Before taking the Practitioner examination, the candidate must have attended accredited training and successfully completed the three required practical assignments.
It is recommended that the delegate should have at least two years practical experience in the field of the Agree and Define processes.
Learning Objectives
At the end of this course, you will be able to:
• Define the requirements and activities of an effective Service Level Management and Financial Management process.
• Identify areas where the Agree and Define processes can be improved.
• Describe the interrelated nature of SLAs, OLAs and UCs, and the requirements of the supporting technology required to monitor and verify attainment of service levels based on these commitments to service delivery.
• Describe the budgeting, accounting and charging techniques of the Financial Management as applies to IT services.
• Describe the requirements of communication at the appropriate level, with both customers and the IT organization.
• Define the contents of effective management reports based on Key Performance Indicators for the agree and Define processes.
• Explain how the Agree and Define processes relate with other Service Support and Service delivery processes.
CU602 - ITIL Practitioner - Support & Restore
Course Description
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. The Service Desk supports users in the use of IT services and takes care of restoring the service in the event of a disruption. The key objectives of the Support and Restore Practitioner training are:
Managing
* Plan the key activities in the Service Desk function and the Incident and Problem Management processes.
* Plan the exchange of appropriate information relevant to managing the Support and Restore processes.
* Initiate actions to ensure that key activities in the Support and Restore processes meet predefined and pre-established objectives.
* Plan the monitoring of and reporting on the performance and achievements of activities in the Support and Restore processes.
Organizing
* Organize the exchange of appropriate information with other processes.
* Maintain procedures.
* Organize the structure of the Service Desk function.
* Set up Service Desk responsibilities, functions, employee levels, and technologies.
* Organize the handling of incidents.
* Organize relationships.
* Organize problem and error control.
* Organize proactive Problem Management.
* Optimizing
* Monitor and optimize Support and Restore processes.
* Propose improvements based on the results of monitoring and/or reviews.
Prerequisites
* The ITIL® Foundation certificate.
* Before taking the Practitioner examination, the candidate must have attended accredited training and successfully completed the practical assignments.
* Two years of relevant work experience.
Learning Objectives
At the end of this course, you will be able to:
* Define the requirements and activities of an effective Incident and Problem Management process.
* Identify areas where a given Incident Management process could be improved.
* Identify the requirements of the support tools and associated equipment required to improve the Service Desk and Incident Management process.
* Determine the requirements for and the consequences of SLAs, OLAs, and Underpinning Contracts (UCs) on Service Desk activities.
* Describe the requirements of communication at the appropriate level, with both customers and the IT organization.
* Define the contents of effective management reports based on Key Performance Indicators that will be of use to Incident Management, Problem Management, and Service Level Management processes.
* Explain how these processes relate with other Service Support processes.
* Understand the reactive and proactive activities involved in Problem Management.
* Produce management information
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. The Service Desk supports users in the use of IT services and takes care of restoring the service in the event of a disruption. The key objectives of the Support and Restore Practitioner training are:
Managing
* Plan the key activities in the Service Desk function and the Incident and Problem Management processes.
* Plan the exchange of appropriate information relevant to managing the Support and Restore processes.
* Initiate actions to ensure that key activities in the Support and Restore processes meet predefined and pre-established objectives.
* Plan the monitoring of and reporting on the performance and achievements of activities in the Support and Restore processes.
Organizing
* Organize the exchange of appropriate information with other processes.
* Maintain procedures.
* Organize the structure of the Service Desk function.
* Set up Service Desk responsibilities, functions, employee levels, and technologies.
* Organize the handling of incidents.
* Organize relationships.
* Organize problem and error control.
* Organize proactive Problem Management.
* Optimizing
* Monitor and optimize Support and Restore processes.
* Propose improvements based on the results of monitoring and/or reviews.
Prerequisites
* The ITIL® Foundation certificate.
* Before taking the Practitioner examination, the candidate must have attended accredited training and successfully completed the practical assignments.
* Two years of relevant work experience.
Learning Objectives
At the end of this course, you will be able to:
* Define the requirements and activities of an effective Incident and Problem Management process.
* Identify areas where a given Incident Management process could be improved.
* Identify the requirements of the support tools and associated equipment required to improve the Service Desk and Incident Management process.
* Determine the requirements for and the consequences of SLAs, OLAs, and Underpinning Contracts (UCs) on Service Desk activities.
* Describe the requirements of communication at the appropriate level, with both customers and the IT organization.
* Define the contents of effective management reports based on Key Performance Indicators that will be of use to Incident Management, Problem Management, and Service Level Management processes.
* Explain how these processes relate with other Service Support processes.
* Understand the reactive and proactive activities involved in Problem Management.
* Produce management information
CU603 - ITIL Practitioner - Release & Control
Course Description
This course focuses on the implementation and management of the processes and functions involved in achieving control and stability within an IT infrastructure. These include effective Change and Release Management processes based on an effective Configuration Management system. It is aimed at optimizing quality of service by responding to the need for change in a controlled and time-effective manner while keeping information about the infrastructure up-to-date and relevant. The key objectives of Release and Control Practitioner training are:
Managing
* Plan the key activities in the Change Management, Release Management, and Configuration Management processes.
* Plan the exchange of appropriate information relevant to managing the Release and Control processes.
* Initiate actions to ensure that key activities in the Release and Control processes meet the agreed objectives.
* Report on the effectiveness and efficiency of the activities in the Release and Control processes.
Organizing
* Organize the exchange of appropriate information with other processes, users, and suppliers.
* Maintain the procedures of the Release and Control processes.
* Maintain the baselines of the configurations and status information of Configuration Items.
* Provide advice on the back-out and test plans for changes and releases.
* Coordinate and monitor changes, including preparing and taking part in Change Advisory Board meetings.
Optimizing
* Monitor and optimize the Release and Control processes.
* Propose improvements based on the results of monitoring and/or reviews.
* Plan and conduct Change, Release, and Configuration audits.
Prerequisites
* The ITIL® Foundation certificate.
* Before taking the Practitioner examination, a candidate must have attended accredited training and completed the practical assignments successfully.
* Two years of relevant work experience.
Learning Objectives
At the end of this course, you will be able to:
Identify the characteristics of the ITIL model that will help develop, implement, and manage an Integrated Change and Release Management framework using Configuration Management as a critical component.
Identify the requirements for clearing the Practitioner's Certificate Release and Control exam.
Understand best practices for requesting, assessing, approving, and deploying changes to IT services.
Identify the relationship between the processes that would contribute to an increase in the functionality and quality of IT services.
This course focuses on the implementation and management of the processes and functions involved in achieving control and stability within an IT infrastructure. These include effective Change and Release Management processes based on an effective Configuration Management system. It is aimed at optimizing quality of service by responding to the need for change in a controlled and time-effective manner while keeping information about the infrastructure up-to-date and relevant. The key objectives of Release and Control Practitioner training are:
Managing
* Plan the key activities in the Change Management, Release Management, and Configuration Management processes.
* Plan the exchange of appropriate information relevant to managing the Release and Control processes.
* Initiate actions to ensure that key activities in the Release and Control processes meet the agreed objectives.
* Report on the effectiveness and efficiency of the activities in the Release and Control processes.
Organizing
* Organize the exchange of appropriate information with other processes, users, and suppliers.
* Maintain the procedures of the Release and Control processes.
* Maintain the baselines of the configurations and status information of Configuration Items.
* Provide advice on the back-out and test plans for changes and releases.
* Coordinate and monitor changes, including preparing and taking part in Change Advisory Board meetings.
Optimizing
* Monitor and optimize the Release and Control processes.
* Propose improvements based on the results of monitoring and/or reviews.
* Plan and conduct Change, Release, and Configuration audits.
Prerequisites
* The ITIL® Foundation certificate.
* Before taking the Practitioner examination, a candidate must have attended accredited training and completed the practical assignments successfully.
* Two years of relevant work experience.
Learning Objectives
At the end of this course, you will be able to:
Identify the characteristics of the ITIL model that will help develop, implement, and manage an Integrated Change and Release Management framework using Configuration Management as a critical component.
Identify the requirements for clearing the Practitioner's Certificate Release and Control exam.
Understand best practices for requesting, assessing, approving, and deploying changes to IT services.
Identify the relationship between the processes that would contribute to an increase in the functionality and quality of IT services.
CU604 - ITIL Practitioner - Security Management
Course Description
The Practitioner's Certificate in IT Service Management Security Management is intended for those in an IT organization responsible for the activities that are part of the Security Management process. The practitioner has to be able to record, guard and improve this process.
Prerequisite knowledge, skills and practical experience
* Foundation Certificate in IT Service Management
* Practical experience in the field of Security Management
* Course at an EXIN-accredited training institute
Exam requirements average study load:
16 hours of training, 30% theory and 70% assignments
4 hours of homework assignments
20 hours of study of the Security Management module
Security Measures 30%
Planning, implementing, managing, evaluating, maintaining and reporting on Security Management 50%
Relationship with other ITIL processes 20%
1) Security measures
The candidate can propose Security measures based on given documents.
The candidate can propose measures from the Code of practice for Information Security Management:
* based on a given Security paragraph from a Service Level Agreement
* based on given results from an evaluation or audit rapport
* based on a given technical infrastructure
* based on a given security policy.
2) Planning, implementing, controlling, evaluating, maintaining and reporting on Security Management
The candidate can plan, implement, control, evaluate, maintain and report on Security Management in an organization.
The candidate can:
* detail the parts of an implementation plan for Security Management in a given situation
* based on given procedures and guidelines, describe the implementation of the security aspects that concern: asset classification and control, personnel security communications and operations management, access control
* based on given norms in procedures and guidelines, make an evaluation plan for independent audits on IT security
* implement the drawing up or changing of the Security paragraph in an SLA: based on a given security policy, based on a given audit report
* in a given situation, report on planning, implementing, controlling, evaluating and maintaining Security Management.
3) Relationship with other ITIL processes
In a given situation, the candidate can describe the exchange of information between Security Management and the following ITIL processes:
Incident Management and Service Desk © EXIN International, 3-2007 Literature
* Problem Management
* Configuration Management
* Change Management
* Release Management
* Service Level Management
* Availability Management
* Capacity Management
* Financial Management for IT Services
* IT Service Continuity Management.
The Practitioner's Certificate in IT Service Management Security Management is intended for those in an IT organization responsible for the activities that are part of the Security Management process. The practitioner has to be able to record, guard and improve this process.
Prerequisite knowledge, skills and practical experience
* Foundation Certificate in IT Service Management
* Practical experience in the field of Security Management
* Course at an EXIN-accredited training institute
Exam requirements average study load:
16 hours of training, 30% theory and 70% assignments
4 hours of homework assignments
20 hours of study of the Security Management module
Security Measures 30%
Planning, implementing, managing, evaluating, maintaining and reporting on Security Management 50%
Relationship with other ITIL processes 20%
1) Security measures
The candidate can propose Security measures based on given documents.
The candidate can propose measures from the Code of practice for Information Security Management:
* based on a given Security paragraph from a Service Level Agreement
* based on given results from an evaluation or audit rapport
* based on a given technical infrastructure
* based on a given security policy.
2) Planning, implementing, controlling, evaluating, maintaining and reporting on Security Management
The candidate can plan, implement, control, evaluate, maintain and report on Security Management in an organization.
The candidate can:
* detail the parts of an implementation plan for Security Management in a given situation
* based on given procedures and guidelines, describe the implementation of the security aspects that concern: asset classification and control, personnel security communications and operations management, access control
* based on given norms in procedures and guidelines, make an evaluation plan for independent audits on IT security
* implement the drawing up or changing of the Security paragraph in an SLA: based on a given security policy, based on a given audit report
* in a given situation, report on planning, implementing, controlling, evaluating and maintaining Security Management.
3) Relationship with other ITIL processes
In a given situation, the candidate can describe the exchange of information between Security Management and the following ITIL processes:
Incident Management and Service Desk © EXIN International, 3-2007 Literature
* Problem Management
* Configuration Management
* Change Management
* Release Management
* Service Level Management
* Availability Management
* Capacity Management
* Financial Management for IT Services
* IT Service Continuity Management.
| classname | length | schedule | price | prerequisites |
|---|---|---|---|---|
| CU501 | 3 days | July 14-16, 2010 | USD $1275.00 | NONE |