Post on 18-Apr-2018
®
Beyond ITIL® Foundation: What’s Next?
ITIL® is a registered trade mark of the Cabinet Office. 1090/CN/A.1/305/A.0
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-2 ®
Session Audio
• For today’s session, we’re using voice over IP as we do in our live AnyWare events
• To ask questions — Please enter your questions into the Chat pod, then Submit
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Learning Tree AnyWare™: Quick Tour
• AnyWare status symbols — Agree/Disagree
• Chat — Use to share information via a
text message — Use to send a private message
to your instructor — Displays in a new tab
• Chime In — Use to alert your instructor when
you have a question or comment — An audible chime is heard in the
classroom
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Learning Tree AnyWare™: Quick Tour (continued)
• Technical support — If you need technical assistance,
click the Get Assistance button to initiate a chat session with an AnyWare support technician
— Enter your question and click the Submit button
— An AnyWare support technician will provide the assistance that you need
— Once your issue is resolved, the technician will close the ticket
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-5 ®
About Learning Tree International
• Learning Tree International was founded in 1974 — More than 2.2 million technology professionals and managers from over
65,000 organizations trained to date
• In-depth course curriculum—more than 190 titles
• Courses are developed and taught by technology and business professionals actively working in the field
• Courses are delivered using MagnaLearn®, our proprietary, patented* instructional enhancement technology
• Learning Tree AnyWare™ (patent pending) is our training delivery solution that connects online participants to a live, instructor-led classroom — www.learningtree.com/AnyWare — Also available for on-site events
*Covered by one or more of the following patents: United States 7,058,891, 7,131,068, 7,134,079, and 7,454,708; South Africa 2005/09799; New Zealand 543740; Singapore 117251; India 222822; Canada 2,446,539 and 2,574,351; Mexico 258157; China ZL 200480014426.7; Australia 2002310120 and 2005266901; and Korea 0991471. Other patents pending in EU, Canada, Japan, China (People’s Republic), Israel, Hong Kong, Norway, India, and Australia.
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-6 ®
About Learning Tree International (continued)
• Public and on-site courses are available at Learning Tree and client locations worldwide
Atlanta
Ottawa Paris
Chicago
Stockholm
Tokyo
Los Angeles
Toronto
New York
Washington, D.C.
London
Philadelphia
Boston
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-7 ®
Session Objectives
In this presentation, you will learn
• What the next steps could be after the ITIL Foundation certification, depending on your goals — Specializing your ITIL knowledge — Overseeing an ITIL implementation — Achieving the ITIL Expert certification — Other
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-8 ®
Target Audience for this Session
• IT professionals — Strategic — Tactical — Operational
• Business managers
• Business process owners
• Individuals who want to specialize their ITIL knowledge
• Individuals who require a deep understanding of the ITIL qualification scheme
• Individuals who have attained or wish to attain the ITIL Foundation certification
• Individuals seeking the ITIL Expert certification
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-9 ®
About Your ITIL Instructor
• Background and education
• Current position
• Experience
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-10 ®
What Do You Want to Achieve?
• A poll will appear on the screen — Please read through the options and select the option that meets your
objectives
POLL
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-11 ®
Beyond ITIL Foundation: What’s Next?
ITIL Certifications and Courses
Overseeing an ITIL implementation
Achieving the ITIL Expert Certification
Other Useful Information
Lifecycle
Capability
Managing Across the Lifecycle
ITIL Examinations
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-12 ®
SD993
ST992
Lifecycle stream
MALC983
ITIL Expert
ITIL Master
ITIL Foundation1197
2 credits
5 credits
Capability stream
Requires 22
credits
OSA995
PPO997
SOA998
RCV996
SO991
SS982
3 credits
CSI994
4 credits
5 days
5 days
3 days
3 days
Achieving the ITIL Expert Certification
Foundation Level
Intermediate Level
Expert Level
Advanced Level
Legend MALC – Managing Across the Lifecycle CSI – Continual Service Improvement SD – Service Design SS – Service Strategy ST – Service Transition SO – Service Operation SOA – Service Offerings and Agreements RCV – Release, Control and Validation PPO – Planning, Protection and Optimization OSA – Operational Support and Analysis
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-13 ®
Beyond ITIL Foundation: What’s Next?
ITIL Certifications and Courses
Overseeing an ITIL implementation
Achieving the ITIL Expert Certification
Other Useful Information
Lifecycle
Capability
Managing Across the Lifecycle
ITIL Examinations
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-14 ®
Lifecycle Courses and Certifications
• Each course focuses on one of the ITIL service lifecycle phases — Service strategy — Service design — Service transition — Service operation — Continual service improvement
• Each certification — Intended to offer candidates an overview of the particular stage of the
service lifecycle – Includes coverage of the principles, processes, functions, and activities
specific to the certification – Covers technology and implementation considerations
— Ties to one of the five core ITIL books — Can be taken in any order, but must be after ITIL Foundation — Is worth three credits toward the 22 needed to become an ITIL Expert
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-15 ®
Lifecycle Certification: Service Strategy Course 982—3 days
• Key focus — Establishing an overall IT
strategy for IT services and for IT service management
• Processes — Strategy management for
IT services — Service portfolio management — Business relationship
management — Demand management — Financial management for
IT services
• Job roles/titles include but are not limited to — Owner/manager of each
process listed on this slide — IT senior manager — IT director — Project/program manager
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-16 ®
Lifecycle Certification: Service Design Course 993—3 days
• Key focus — Designing IT services,
processes, and policies to meet the service provider’s strategy
• Processes — Service design coordination — Service level management — Supplier management — Security management — IT service continuity
management — Availability management — Capacity management — Service catalog management
• Job roles/titles include but are not limited to — Owner/manager of each
process listed on this slide — Project/program manager — Process/service analyst — Business continuity manager
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-17 ®
Lifecycle Certification: Service Transition Course 992—3 days
• Key focus — Ensuring the new, modified, or
retired services meet the expectations of the business as documented in the service strategy and service design stages
• Processes — Transition planning and support — Change management — Release and deployment
management — Knowledge management — Service asset and configuration
management — Service validation and testing
• Job roles/titles include but are not limited to — Owner/manager of each
process listed on this slide — Project/program manager — Business
transformation/change manager
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-18 ®
Lifecycle Certification: Service Operation Course 991—3 days
• Key focus — Coordinating and carrying out
activities and processes required to deliver and manage services at agreed levels to the business
• Processes and functions — Event management — Incident management — Problem management — Request fulfillment management — Access management — Service desk (function) — IT operations management
(function) — Application management (function) — Technical management (function)
• Job titles/roles include but are not limited to — Owner/manager of each
process and function listed on this slide
— Service desk manager/ administrator
— Security administrator
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-19 ®
Lifecycle Certification: Continual Service Improvement Course 994—3 days
• Key focus — Aligning IT services with
changing business needs by identifying and implementing improvements to IT services
• Process — Seven-step improvement
process
• Job titles/roles include but are not limited to — CSI manager — Business relationship manager — Service level manager — Service owner — Process owner — Technical owner
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-20 ®
Beyond ITIL Foundation: What’s Next?
ITIL Certifications and Courses
Overseeing an ITIL implementation
Achieving the ITIL Expert Certification
Other Useful Information
Lifecycle
Capability
Managing Across the Lifecycle
ITIL Examinations
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-21 ®
Capability Courses and Certification
• Each course focuses on a series of process activities, their execution, and their use throughout specific phases of the ITIL service lifecycle — Operational Support and Analysis (OSA) — Release, Control and Validation (RCV) — Planning, Protection and Optimization (PPO) — Service Offerings and Agreements (SOA)
• Each certification — Intended to offer candidates a balanced knowledge of ITIL practices that
have direction, interaction, and dependencies in their daily use – Includes extensive detailed coverage of the processes, functions, roles
and responsibilities, and activities specific to the certification – Covers technology and implementation considerations
— Can be taken in any order, but must be after ITIL Foundation — Is worth four credits toward the 22 needed to become an ITIL Expert
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-22 ®
Capability Certification: Operational Support and Analysis Course 995—5 days
• Primarily covers continual service improvement and service operation processes and functions, including — Event management — Incident management — Request fulfillment — Problem management — Access management — Service desk (function) — Technical management (function) — IT operations management (function) — Application management (function)
• Job titles/roles include but are not limited to — Owner/manager of each
process and function listed on this slide
— Availability/capacity manager — System software support — Network support — Service delivery manager
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-23 ®
Capability Certification: Release, Control and Validation Course 996—5 days
• Primarily covers service transition and service operation processes, including — Change management — Release and deployment
management — Service validation and testing — Service asset and configuration
management — Knowledge management — Request fulfillment — Change evaluation
• Job titles/roles include but are not limited to — Owner/manager of each
process listed above — IT operations manager
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-24 ®
Capability Certification: Planning, Protection & Optimization Course 997—5 days
• Primarily covers service design processes — Capacity management — Availability management — IT service continuity
management (ITSCM) — Information security
management — Demand management
• Job titles/roles include but are not limited to — Owner/manager of each
process listed on this slide — Change manager — Applications support — IT operations manager — Technical support — Business continuity manager
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-25 ®
Capability Certification: Service Offerings and Agreements Course 998—5 days
• Primarily covers service strategy and service design processes, including — Service portfolio management — Service catalog management — Service level management — Demand management — Supplier management — Financial management for
IT services — Business relationship
management
• Job titles/roles include but are not limited to — Owner/manager of each
process listed on this slide — Program/project manager — IT manager
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-26 ®
Beyond ITIL Foundation: What’s Next?
ITIL Certifications and Courses
Overseeing an ITIL implementation
Achieving the ITIL Expert Certification
Other Useful Information
Lifecycle
Capability
Managing Across the Lifecycle
ITIL Examinations
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-27 ®
Capstone Certification: Managing Across the Lifecycle (MALC) Course 983—5 days
• Final certification required to become an ITIL Expert
• Learning outcomes are intended to bring candidate from ITIL content knowledge to ITIL content application and integration knowledge
• 17 credits needed before taking MALC exam
• Job titles/roles include but are not limited to — IT leader — Senior manager — Higher management advisory
levels — Anyone who wants to become
an ITIL Expert
• For additional mapping of job titles, contact customer services or your training advisor
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-28 ®
Beyond ITIL Foundation: What’s Next?
ITIL Certifications and Courses
Overseeing an ITIL implementation
Achieving the ITIL Expert Certification
Other Useful Information
Lifecycle
Capability
Managing Across the Lifecycle
ITIL Examinations
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-29 ®
ITIL Examinations
• Lifecycle and Capability Intermediate Certifications — Closed-book, supervised exam — 90 minutes to complete — Eight multiple-choice, scenario-based, gradient-scored questions — Questions have four possible answers worth 5, 3, 1, or 0 marks — Pass:
– 70 percent required, or 28 out of 40 marks
• Managing Across the Lifecycle (MALC) Certification — Closed-book, supervised exam — 120 minutes to complete — 10 multiple-choice, gradient-scored questions based on a single case study
– Attendees receive case study with pre-course materials — Questions have four possible answers worth 5, 3, 1, or 0 marks — Pass:
– 70 percent required, or 35 out of 50 marks
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-30 ®
Beyond ITIL Foundation: What’s Next?
ITIL Certifications and Courses
Overseeing an ITIL implementation
Achieving the ITIL Expert Certification
Other Useful Information
Lifecycle
Capability
Managing Across the Lifecycle
ITIL Examinations
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-31 ®
Overseeing an ITIL implementation
• Managing vs. driving — Managing
– Audience likely to be supervisors, senior managers, and program managers
– Lifecycle courses would be preferred (broader focus) – Much more high level and over a short time frame
— Driving – Audience likely to be practitioners, IT staff wanting to specialize in a
chosen ITIL area, process managers, and service owners – Capability courses would be preferred (process specific)
– Much more detailed and over a longer time frame
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-32 ®
Beyond ITIL Foundation: What’s Next?
ITIL Certifications and Courses
Overseeing an ITIL implementation
Achieving the ITIL Expert Certification
Other Useful Information
Lifecycle
Capability
Managing Across the Lifecycle
ITIL Examinations
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-33 ®
Achieving the ITIL Expert Certification
• Must achieve 22 credits to become an ITIL Expert — 17 credits are needed before taking MALC
– 2 credits are achieved for passing the ITIL Foundation exam – 15 additional credits needed
– These normally come from Lifecycle and/or Capability certifications – Six of these credits may be from “complementary” certifications
• MALC must be taken to become an ITIL Expert
• Routes to become an ITIL Expert — Lifecycle path
– All lifecycle courses taken and exams passed – Provides 15 credits (three each for five certifications)
— Capability path – All capability courses taken and exams passed – Provides 16 credits (four each for four certifications)
— Mix and match – See next slide
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-34 ®
Achieving the ITIL Expert Certification (continued)
• Some mix-and-match options — Courses and exams completed across both Intermediate streams while
ensuring minimal overlap
Lifecycle Stream Capability Stream
Mix
-and
-mat
ch o
ptio
ns
Foun
datio
n (C
rs. 1
197)
SS
(Cou
rse
982)
SD
(Cou
rse
993)
ST
(Cou
rse
992)
SO
(Cou
rse
991)
CS
I (C
ours
e 99
4)
OS
A (C
ours
e 99
5)
RC
V (C
ours
e 99
6)
PP
O (C
ours
e 99
7)
SO
A (C
ours
e 99
8)
MA
LC (C
ours
e 98
3)
Total credits
A 2 3 4 4 4 5 22 B 2 3 3 3 3 4 5 23 C 2 3 3 3 4 4 5 24 D 2 3 3 4 4 4 5 25 E 2 3 3 4 4 4 5 25 F 2 3 3 3 4 4 5 24
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-35 ®
Achieving the ITIL Expert Certification (continued)
• Credits are awarded for ITIL v3 and 2011 certifications achieved with content overlap — However, not recommended from a knowledge/education perspective
• Certifications that have overlap in content
Lifecycle Stream Capability Stream
SS
SD
ST
SO
CSI
OSA
RC
V
PPO
SO
A
SS (Course 982)
SD (Course 993)
ST (Course 992)
SO (Course 991)
CSI (Course 994)
OSA (Course 995)
RCV (Course 996)
PPO (Course 997)
SOA (Course 998)
Low degree of overlap—can be combined Moderate degree of overlap—should be avoided
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-36 ®
Achieving the ITIL Expert Certification (continued)
• APMG Credit Profiler helps you determine your path to ITIL Expert — www.itil-officialsite.com/qualifications/creditprofiler.aspx
— Can also be accessed from Learning Tree Web site
Copyright © 2007-13 APM Group Ltd, All rights reserved
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-37 ®
Beyond ITIL Foundation: What’s Next?
ITIL Certifications and Courses
Overseeing an ITIL implementation
Achieving the ITIL Expert Certification
Other Useful Information
Lifecycle
Capability
Managing Across the Lifecycle
ITIL Examinations
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-38 ®
Useful Links
• Blogs: http://itil.learningtree.com/our-blog-authors
• Facebook: www.facebook.com/LearningTreeIntl
• LinkedIn group: Learning Tree International Alumni
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-39 ®
Project Management Institute (PMI)® Professional Development Units (PDUs)
Learning Tree Course
Course Name PDUs
1197 ITIL Foundation 18
982 Service Strategy 19
991 Service Operation 19
992 Service Transition 19
993 Service Design 19
994 Continual Service Improvement 19
995 Operation Support and Analysis 30
996 Release, Control and Validation 30
997 Planning, Protection and Optimization 30
998 Service Offerings and Agreements 30
983 Managing Across the Lifecycle 30
• Learning Tree provider number is 1154
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-40 ®
Your Guarantee of Satisfaction
Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course—and then pay only if you feel the course was well worth the tuition.
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-41 ®
Session Summary
In this presentation, you have learned
• What the next steps could be after the ITIL Foundation certification, depending on your goals — Specializing your ITIL knowledge — Overseeing an ITIL implementation — Achieving the ITIL Expert certification — Other
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-42 ®
ITIL Passport Special Offer
• The new 2-Course ITIL Passport — The most cost-effective solution for taking multiple ITIL courses
• Take two ITIL courses over 12 months and save up to 45 percent on the regular course fee — Includes the official core ITIL book(s) associated with each course — Includes the exam fees — Special discounts available
– Contact customer services or your training advisor for more details
© 2013 Learning Tree International, Inc. All rights reserved. Not to be reproduced without prior written consent. 1090-43 ®
Thank You for Your Participation
• Any questions? — Chime in to ask your instructor now
• We wish you every success in the future
• We hope to see you in class soon!