October 29, 2015

IT Service Management & Assurance

Foundation Level

Information Technology Infrastructure Library (ITIL®, gives a detailed description of a number of important I.T. Practice, with comprehensive check list, tasks, procedures and responsibilities which can be tailored to any I.T. Organization. Where possible, these practices have been defined as processes covering the major activities of I.T. Service organization.

We also conduct examination at our end after the Training


Why Do ITIL® 2011 ?

ITIL® framework is intended to enhance the quality of IT service management within your individual organization.
It is intended to enable you to deploy the set of best practices within your organization by way of ‘Adopt and Adapt’
It will enable you to contribute to a continual Service Improvement within your organization
Organizations looking for implementing ITIL®2011 best practices or ISO20000 certification may also nominate their core team members for this workshop.
This may include but is not limited to, IT professionals, business managers and business process owners.

ITIL® 2011 – Foundation Examination Eligibility Criteria

Target Audience –

  • College Graduates
  • Team Members
  • Team Leader
  • Team coordinator
  • Project Manager
  • Program Manager
  • System Analyst
  • Delivery Manager
  • Functional Manager
  • Any one who has or wishes to have an overview on IT Service Management

Sessions

Session 1

Introduction to ITIL®2011
Introduction to the Service Lifecycle Phases
Phase 1: Service Strategy
Processes & Tools within Service Strategy
Phase 2: Service Design
Processes & Tools within Service Design

Important Concepts of ITIL®

Customer Focus, Value Creation and its relation to IT Service Management
Utility Warranty Quadrant
Framework, Standard and Regulation
ITSM Tree
RACI Model
Strategy Mapping, Four P’s of Strategy
ROI / NPV / IRR / Payback Period and Charging Models
Design of Service Offerings / Lines of Service
Service Catalogue Management, SLM Structures
Demand Management and its relation to PBA’s
Reliability, Maintainability, Serviceability
SPOF, VBF, CFIA and FTA
MTBF, MTRS and MTBSI, Redundancy, resilience and Fault Tolerance
BIA and Disaster Recovery Planning
CIAV and Asset Classification in ISM
V Model, KEDB
CI, CMDB within SACM
DIKW Pyramid, SKMS
DML, Big Bang / Phased / Push / Pull release
TMF, AMF, ITOMF, SDF Functions

Session 2

Phase 3: Service Transition
Processes within Service Transition
Lifecycle phase 4: Service Operation
Processes within Service Operation
Phase 5: Continual Service Improvement
Processes within Continual Service Improvement
Questions & Answers, Mock Exam

Examination

The course ends with a one hour ‘closed book’ multiple-choice paper with 40 questions.
Passing requires: 26 correct answers (65%)

Insurance on your Examination

You can insure your examination from Quickwin 100% passing Guarrantee by a nominal additional fees.

If you do not clear the examination at the first attempt we pay your entire fees for the second attempt.

Why choose Ace Ventura?

We design the Program for your convenience.

Our Course is a mix of instructor led and self learning with interactive and real-life examples specific to your industry.
The training material is with top notch quality content featuring lot of pictures & lesser words, based on instructional design method. We deliver the concepts of Project management specified in the PMBOK® Guide Knowledge Areas & Process Groups (Fourth Edition) and supplementary material required for the PMP® examination.

We design Classroom exercises and memory joggers to facilitate the learning and application of the contents.

We have an extensive set of questions in our MOCK Tests which give you a touch and feel of real examination.


Intermediate Level

We also conduct examination at our end after the Training through People cert the Authorized Examination Body.

Introduction

The intermediate level ITIL® 2011 Service Capability Module / Lifecycle Module offers candidates the ability to obtain role-based hands-on experience in a specific cluster of processes according to ITIL® 2011. This 2-days training for an individual paper includes an optional exam. Passing this exam adds credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL® 2011. Each module of the capabilities series covers a specific cluster of ITIL® processes tailored to relevant roles.

The new Version of ITIL® à ITIL ® 2011

The 2011 edition of the core guidance publications has undergone fairly significant restructuring. The content and publication references of each learning unit have been updated to reflect the ITIL® 2011 edition of the publications

Course Approach

During this 2-day instructor-led course, participants will obtain knowledge and hands-on experience in service Offerings and Agreements. A mixed balance of practical assignments and lecturing, reinforce knowledge and boost capabilities on the subject. Interactive lessons and lectures prepare participants for the exam.

Strategy & Governance
Adding business value through IT
Sourcing & Shared Services
Independent sourcing implementation
Service Management & IT Organization
Improving IT organizations
Bench marking & Assessment
Performance measurement
Education
Skill and knowledge transfer
  • College Graduates
  • Team Members
  • Team Leader
  • Team coordinator
  • Project Manager
  • Program Manager
  • System Analyst
  • Delivery Manager
  • Functional Manager
  • Any one who has or wishes to have an overview on IT Service Management
  • The course, ITIL® 2011 Capability Module / Lifecycle Module, is targeted towards existing holders of the ITIL® 2011 Foundation certificate who want to gain in-depth knowledge and hands-on experience in ITIL® 2011.
    Candidates who wish to certify for ITIL® 2011 at intermediate or advanced levels can earn credits by passing the optional exam.
  • Ranked by importance or frequency
  • Customer satisfaction
  • Cost control
  • Faster response and resolution
  • Standardization of service
  • Improved process
  • Clear roles and responsibilities
  • IT workload improvements/efficiency
  • Reduction of downtime
  • Transparency
  • Business-IT alignment/relationship
  • Management of risk
  • Focus on IT service
  • Service quality
  • Reduce failed changes
  • Deliver business objectives
  • Benefited from best practice experience of Others
  • Retain customers
  • Faster recovery after disaster/li>
  • Monitoring IT performance
  • Professional standard
  • Return on investment
  • Releases on schedule
  • Increased ability to adopt innovations
  • Competitiveness
  • Measure demand
  • Project success

LIFECYCLE MODULE / CAPABILITY MODULE

Qualification Scheme

Modules in ITIL® 2011 Intermediate and Expert Level :

ITIL Courses

ITIL® 2011 Foundation

ITIL Intermediate – Capability Module

  • ITIL® 2011 Operational Support and Analysis
  • ITIL® 2011 Release, Control and Validation
  • ITIL® 2011 Service Offerings and Agreements
  • ITIL® 2011 Planning, Protection and Optimization
Intermediate – Lifecycle Module

  • ITIL® 2011 Service Strategy
  • ITIL® 2011 Service Design
  • ITIL® 2011 Service Transition
  • ITIL® 2011 Service Operation
  • ITIL® 2011 Continual Service Improvement (CSI)
ITIL Expert

  • ITIL® 2011 Managing Across Life cycle

Candidates can expect to gain competencies in the following upon successful completion of the course:

  • Service Management as a practice.
  • The following processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum: Service portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management.
  • Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.
  • Common Service Operation activities related to Service Offerings and Agreement.
  • Organizing for Service Operation which describe functions to be performed within service Offerings and Agreement.
  • Service Offerings and Agreement roles and responsibilities.
  • Technology and implementation considerations.
  • Challenges, critical success factors and risks.
  • CSI as a consequence of effective Service Offerings and Agreement.

Duration :

  • 2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

  • ITIL® 2011 Foundation certificate
  • Preferably about two years work experience in an IT service management environment

Number of Participants

  • The maximum group size for this course is 16 participants.

Certification

  • This course prepares the participant for the official ITIL® 2011 Capability à SOA / Lifecycle à Service Strategy exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Capability Module Service Offerings and Agreements Certificate in IT Service Management / ITIL® 2011 Lifecycle Service Strategy in IT Service Management.

Candidates can expect to gain competencies in the following upon successful Completion of the course:

  • Service management as a practice and service operation principals.
  • The following processes across the service lifecycle pertaining to the capability of Operational Support and Analysis: Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management.
  • Relevant operational activities ofprocesses covered in other lifecycle phases.
  • Common service operation activities related to Operational Support & Analysis.
  • Organizing for service operation which describe functions to be performed within Operational Support and Analysis such as service desk, technical management, IT operations management and application management.
  • Operational Support and Analysis roles and responsibilities.
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

Duration

  • 2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

  • ITIL® 2011 Foundation certificate
  • Preferably about two years work experience in an IT service management environment
  • Attended Training from an Registered ATO like Ace Ventura Academy

Number of Participants

  • The maximum group size for this course is 16 participants

Certification

  • The Exam duration is 2 hours and 10 questions.
  • The pass mark for the examination will be 35 out of 50 (70%).
  • This course prepares the participant for the official ITIL® 2011 Capability à OSA / Lifecycle à Service Operation exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Capability Module Operational Support Analysis Certificate in IT Service Management / ITIL® 2011 Lifecycle Service Operation in IT Service Management

Candidates can expect to gain competencies in the following upon successful completion of the course:

Service management as a practice.

The following processes across the Service Lifecycle pertaining to the Capability of Release, Control and Validation:

  • Change Management
  • Service Release and Deployment Management
  • Service Validation and Testing
  • Service Asset and Configuration Management.

Knowledge management and service request fulfillment and evaluation.

  • Common service operation activities related to Release, Control and the Validation processes
  • Organizing for service operation which describe functions to be performed within Release, Control and the Validation processes
  • Release, Control and Validation process roles and responsibilities.
  • Technology and implementation considerations.
  • Challenges, critical success factors and risks.
  • CSI as a consequence of effective Release, Control and Validation processes

Duration

  • 2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

  • ITIL® 2011 Foundation certificate
  • Preferably about two years work experience in an IT service management environment
  • Attended Training from an Registered ATO like ACE VENTURA Academy

Number of Participants

  • The maximum group size for this course is 16 participants.

Certification

  • The Exam duration is 2 hours and 10 questions.
  • The pass mark for the examination will be 35 out of 50 (70%).
  • This course prepares the participant for the official ITIL® 2011 Capability à RCV / Lifecycle à Release Control and Validation exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Capability Module Release Control and Validation Certificate in IT Service Management / ITIL® 2011 Lifecycle Service Transition in IT Service Management

Candidates can expect to gain competencies in the following upon successful completion of the course:

  • Service Management as a practice.

The following processes across the service lifecycle pertaining to the practice elements within Planning, Protection & Optimization:

  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management
  • Risk Management for Service Planning
  • Protection & Optimization
  • Common service operation activities related to Planning, Protection & Optimization.
  • Organizing for service operation which describe functions to be performed within Planning, Protection & Optimization
  • Planning, Protection & Optimization roles and responsibilities.
  • Technology and implementation considerations.
  • Challenges, critical success factors and risks.
  • Continual service improvement as a consequence of effective Planning, Protection & Optimization.

Duration

  • 2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

  • ITIL® 2011 Foundation certificate
  • Preferably about two years work experience in an IT service management environment
  • Attended Training from an Registered ATO like Ace Ventura

Number of Participants

  • The maximum group size for this course is 16 participants

Certification

  • The Exam duration is 2 hours and 10 questions.
  • The pass mark for the examination will be 35 out of 50 (70%).
  • This course prepares the participant for the official ITIL® 2011 Capability à PPO / Lifecycle à Service Design exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Capability Module Planning Protection and Optimization Certificate in IT Service Management / ITIL® 2011 Lifecycle Service Design in IT Service Management

Service Evaluation

  • To evaluate service quality on a regular basis. This includes identifying areas where the targeted service levels are not reached, and holding regular talks with business to make sure that the agreed service levels are still in line with business needs

Process Evaluation :

  • To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.

Definition of CSI Initiatives :

  • To define specific initiatives aimed at improving services and processes, based on the results of service and process evaluation. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.

CSI Monitoring :

  • To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.

Duration

  • 2 Days, 16 hours training plus the optional multiple choice exam

Prerequisites

  • ITIL® 2011 Foundation certificate
  • Preferably about two years work experience in an IT service management environment
  • Attended Training from an Registered ATO like Ace Ventura

Number of Participants

  • The maximum group size for this course is 16 participants

Certification

  • The Exam duration is 2 hours and 10 questions
  • The pass mark for the examination will be 35 out of 50 (70%).
  • This course prepares the participant for the official ITIL® 2011 Lifecycle à Service Operation exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Lifecycle Continual Service Improvement in IT Service Management

Insurance on your Examination

You can insure your examination from Ace Ventura 100% passing Guarantee by nominal additional fees.

If you do not clear the examination at the first attempt we pay your entire fees for the second attempt

Expert

  • We also conduct examination at our end after the Training through Peoplecert the Authorized Examination Body

Managing across Lifecycle

  • The intent of the ITIL® 2011 Managing across the Lifecycle (MALC) qualification is to give candidates skills that can be used in the workplace in a tangible way to support an organization’s service delivery by bridging the service lifecycle stages. The qualification demonstrates that candidates have learned the value of one combined service management practice as opposed to separate subject areas. ITIL® 2011 processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value.
  • The learning outcomes are intended to evolve a candidate’s ITIL® content knowledge towards its applied use and integration in a workplace environment. Testing and validation of knowledge take place at Bloom’s taxonomy level 4 (analyzing) and level 5 (evaluating), reflecting the focus on integration compared with the ITIL® 2011 intermediate qualifications.
  • While MALC encompasses the broadest perspectives of service management skills, for example related to project management and application design, it is not intended to teach these practices, rather to refer to them as contexts for ITIL® application. A high-level understanding of these is still expected.

This qualification focuses on strategizing, planning, using and measuring ITIL® practices in an integrated functioning model:

  • How the service lifecycle stages form an integrated whole
  • Process integration and interfaces
  • Shared data / information / knowledge

Difference Between ITIL® 2011 Expert and Intermediate Modules

MALC is the final mandatory qualification leading to ITIL® 2011 Expert certification. It is at a higher level than the capability and lifecycle modules. However feedback indicated this has not been clearly and consistently recognized due to MALC in the past having the title of ‘intermediate’ qualification and having a similar structure to the capability and lifecycle examinations.

The review feedback indicated that it was important to differentiate MALC from the capability and lifecycle modules (the intermediate qualifications), and that this difference should be clearly visible.
For this reason the MALC qualification is no longer to be termed an ‘intermediate’ qualification. It will simply be called ‘ITIL® 2011 Managing across the Lifecycle’. The word ‘intermediate’ should not be used in association with MALC in future.

The difference between MALC and the intermediate qualifications should be clearly marketed and publicized. It should be emphasized that:

  • MALC has a higher level of difficulty
  • MALC is a higher level than Foundation and Intermediate
  • MALC focuses across the service lifecycle
  • MALC delivers a prestigious qualification in ITIL® 2011 Expert

Benefits of ITIL®

  • Ranked by importance or frequency
  • Customer satisfaction
  • Cost control
  • Faster response and resolution
  • Standardization of service
  • Improved process
  • Clear roles and responsibilities
  • IT workload improvements/efficiency
  • Reduction of downtime
  • Transparency
  • Business-IT alignment/relationship
  • Management of risk
  • Focus on IT service
  • Service quality
  • Reduce failed changes
  • Deliver business objectives
  • Benefited from best practice experience of Others
  • Retain customers
  • Faster recovery after disaster
  • Monitoring IT performance
  • Professional standard
  • Return on investment
  • Releases on schedule
  • Increased ability to adopt innovations
  • Competitiveness
  • Measure demand
  • Project success

Duration

  • 2 Days, 16 hours training includes the optional multiple choice exam

Prerequisites

  • ITIL® 2011 Foundation certificate
  • ITIL® 2011 Intermediate Capability or Lifecycle Module
  • Preferably about two years work experience in an IT service management environmen
  • Attended Training from an Registered ATO like ACE VENTURA Academy

Number of Participants

  • The maximum group size for this course is 16 participants.

Certification

  • The Exam duration is 2 hours and 10 questions..
  • The pass mark for the examination will be 35 out of 50 (70%).
  • This course prepares the participant for the official ITIL® 2011 Managing Across Lifecycle exam (optional). Participants who wish to take the exam are prepared through a practice exam and instructor feedback. The exam is a complex multiple choice, multi-part, scenario based test. Students who pass the exam will receive the ITIL® 2011 Managing Across Lifecycle Certificate in IT Service Management .

Insurance on your Examination

  • You can insure your examination from ACE VENTURA Academy 100% passing Guarantee by nominal additional fees.
  • If you do not clear the examination at the first attempt we pay your entire fees for the second attempt

.

Facebook Iconfacebook like buttonTwitter Icontwitter follow buttonVisit Our Blog