From ITSM Academy's May 2008 Webinar

1. Exploring the
ITIL® v3 and ISO/IEC 20000
3d
Certification Schemes
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2. About ITSM Academy
Accredited ITSM Education Provider
ITIL® Foundation (v2 and v3)
ITIL® v2/v3 Foundation and Manager Bridge Courses
ITIL® v2 Practitioner, Service Manager
g
ISO/IEC 20000 certifications
Practical workshops
PMI Global Registered Education Provider
Public Training Center in Fort Lauderdale, FL
Corporate on-site classes
on site
Over 14,000 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract (GSA)
allowing ITSM Academy to become a premier provider of ITSM
education to the US Government
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3. ITIL® v3 Certification Scheme
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4. The v3 Scheme has Four Levels
Level 4
Advanced
(Applied)
Level 3
Expert (working title)
(Lead)
Intermediate Streams
Level 2
(p
(Implement or Execute)
)
Implement Execute
Foundation
Level 1
(Understand)
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5. The Scheme is Credit Based
A minimum of 22 credits are needed to achieve ITIL Expert
Foundation – 2 credits
Intermediate (Lifecycle and/or Capabilities) – 15 credits
Managing Across the Lifecycle – 5 credits
TBD
Advanced
Project Based
j
ITIL
Expert
5 points
Managing Across the Lifecycle
Mandatory
4 points each
3 points each
CSI Service Offerings and Agreement (SOA)
Mix and Match (15 credits) SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Capability Stream
Lifecycle Stream
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2 points
Mandatory v3 Foundation
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6. The Intermediate “Streams”
Lifecycle Modules (5 courses, 3 credits each)
A 3 day course per lifecycle stage (or OGC book)
Focuses on implementing a particular lifecycle stage
Capabilities Modules (4 courses 4 credits each)
courses,
A 5 day course per logical process cluster
Release, Control and Validation (RCV)
Operational Support and Analysis (OSA)
Service Offerings and Agreement (SOA)
Planning, Protection and Optimization (PPO)
Focuses on executing integrated processes
Lifecycle modules are for those working “on” the processes.
Capabilities mod les are for those working “in” the processes
modules orking processes.
You can build a custom training plan from either or both streams.
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7. What’s Covered in the Capabilities Stream?
Release, Control and Validation (RCV) Operational Support and Analysis (OSA)
• Change Management • Event Management
• Release And Deployment Management • Incident Management
• Service Validation And Testing • Request Fulfillment
• Service Asset & Configuration Mgmt • Problem Management
• Knowledge Management • Access Management
• Request Fulfillment • Service Operation Functions
• Service Evaluation o Service Desk
o Technical Management
o IT Operations Management
o Application Management
Service Offerings and Agreement (SOA) Planning, Protection and Optimization (PPO)
• Service Portfolio Management • Capacity Management
• Service Level Management • Availability Management
• Service Catalog Management • IT Service Continuity Management
• Demand Management • Information Security Management
• Supplier Management • Demand Management
• Financial Management • Risk Management for Service Planning
Ser ice
Protection and Optimization
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8. What About v3 Pins?
Foundation Capabilities Lifecycle
Expert Advanced
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9. Bridging from v1/v2 to v3
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10. The Bridging Scheme
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11. Bridging Credits
v1 / v2 Certification Credit Bridge Certification Bridge Credit
v2 Foundation: 1.5 v2 – v3 Foundation Bridge 0.5
v2 Practitioner Clusters:
Plan & Improve 3.5
Agree & Define 3.5
Support & Restore 3.5 Holders of 12 or more credits
o de s o o o e c ed s 10
0
Release & Control 3.5 must pass both v3 Managers Mgrs Bridge – 5
v2 Practitioner Single: Bridge and Managing Across MATL – 5
Service Desk & Incident Man 2 the Lifecycle, to achieve ITIL
Service Level Management 2 Expert™ Certification
pe Ce ca o
Release Management 2
Problem Management 2
IT Service Continuity Man 2
Financial Management 2
Configuration Management 2
Change Management 2
Capacity Management 2
Availability Management 2
v1/ v2 Service Manager: 17 v3 Managers Bridge 5
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12. When will v2 Courses be Retired?
ITIL v2 courses are still available
No date has yet been announced for the
retirement of any ITIL v2 courses
y
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13. ISO/IEC 20000
Certification Scheme
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14. ISO/IEC 20000 Model
3. Requirements for a management system
4.
4 Planning and implementing service management
5. Planning and implementing new or changed services
6. Service Delivery Processes
Capacity Service Level Information Security
Management Management
Management
Service Continuity and Service Budgeting and Accounting
Availability Management Reporting for IT Services
9. Control Processes
9 C t lP
Change Management
Configuration Management
10. Release 7. Relationship Processes
Processes 8. Resolution Processes Business Relationship
Release Management Management
Incident Management
Supplier Management
Problem Management
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15. IT Service Management according to
ISO/IEC 20000 Scheme
Competencies
Support Control and Release Relationship Service Delivery
Processes Processes Processes Processes
The scheme was developed and is accredited by EXIN
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16. Other Upcoming Certifications
Microsoft Operations Framework 4.0
New version of MOF released 4/2008
Lifecycle based
Foundation level course and exam (Q3/4 2008)
( )
Developed by Microsoft
Accreditation and examination through EXIN
Certified Process Design Engineer (CPDE)SM
5 day prescriptive course for designing, re-engineering,
re engineering,
improving and measuring processes (Q4 2008)
Applies to all process frameworks or standards
Developed by ITSM Academy
Accreditation and examination through LCS
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17. Want to Learn More?
Now available
ITIL® v3 books
(www.itsmbookstore.com)
ITIL® v3 Foundation Course
ITIL® v3 Foundation Bridging Course
ITIL® v3 Managers Bridge Course
ISO 20K Foundation Course
Coming soon
ITIL® v3 Capability and Lifecycle modules
3 Capab ty a d ecyc e odu es
ITIL® v3 Managing Across the Lifecycle course
ISO 20K Professional Level Modules
MOF 4.0 Essentials course
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Certified Process Design Engineer (CPDE)SM
course 17
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18. ITSM Academy, Inc.
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