Beyond ITIL Foundation: What’s Next? · Beyond ITIL® Foundation: What’s Next? ITIL ... What...

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Beyond ITIL® Foundation: What’s Next?

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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


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


About Your ITIL Instructor

• Background and education

• Current position

• Experience


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


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


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


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







Lifecycle

Capability


ITIL Examinations


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


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


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


process listed on this slide — Project/program manager — Process/service analyst — Business continuity manager



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


process listed on this slide — Project/program manager — Business

transformation/change manager



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



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








Lifecycle

Capability


ITIL Examinations


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


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)


process and function listed on this slide

— Availability/capacity manager — System software support — Network support — Service delivery manager



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


process listed above — IT operations manager



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


process listed on this slide — Change manager — Applications support — IT operations manager — Technical support — Business continuity manager



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


process listed on this slide — Program/project manager — IT manager








Lifecycle

Capability


ITIL Examinations


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








Lifecycle

Capability


ITIL Examinations


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







Lifecycle

Capability


ITIL Examinations



• 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







Lifecycle

Capability


ITIL Examinations



• 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


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



• 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



• 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







Lifecycle

Capability


ITIL Examinations


Useful Links

• Blogs: http://itil.learningtree.com/our-blog-authors

• Facebook: www.facebook.com/LearningTreeIntl

• LinkedIn group: Learning Tree International Alumni


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


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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


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


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!

Beyond ITIL Foundation: What’s Next? · Beyond ITIL® Foundation: What’s Next? ITIL ... What...

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Transcript of Beyond ITIL Foundation: What’s Next? · Beyond ITIL® Foundation: What’s Next? ITIL ... What...