Tips on Building an Internal ITIL Training Program WELCOME ... Training strat… · ITIL Expert &...
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Tips on Building an Internal ITIL Training Program WELCOME! We will begin in a moment…
Transcript of Tips on Building an Internal ITIL Training Program WELCOME ... Training strat… · ITIL Expert &...
TipsonBuildinganInternalITILTrainingProgram
WELCOME!
Wewillbegininamoment…
TipsonBuildinganInternalITILTrainingProgramJudiParé‐ITSM
ATO,EI’s&ATA’s• AccreditedTrainingOrganizaHons– InstructorLed(Public&Privateclassrooms)– eLearning– BlendedLearning
• ExamInsHtutes• AccreditedTrainingAffiliates–useATOaccreditedmaterials&courseware– IndependentConsultants&Trainers– Private&PublicCorporaHons
CerHficaHonScheme
CerHficaHonSchemeV2&V3
ITILAwareness
Roles:
ChangeCoordinator NetworkAnalyst SupportAnalyst
Educa-on:
ITILOverview–NonCerHficaHon
FoundaHonCerHficateinITServiceManagement(V3F)
ServiceSupport
Roles:
HelpDeskManager SupportManager ProblemManager
OperaHonsAnalyst
Educa-on:
• V3FoundaHon• ServiceOperaHon• OperaHonalSupport&Analysis
ServiceConfiguraHon&TransiHon
Roles:
ConfiguraHonManager ChangeManager ReleaseManager
Educa-on:
• V3FoundaHon• ServiceTransiHon• Release,Control&ValidaHon
ServiceOwnership&Management
Roles:
AccountManager ServiceLevelManager ServiceManager/Owner
Educa-on:
• V3FoundaHon• ServiceDesign• ServiceOfferings&Agreements
ServicePlanning
Roles:
SystemsAnalyst ITProcessDesigner QualityManager
ITPlanner
Educa-on:
• V3FoundaHon• ServiceDesign• ServiceStrategy• Planning,ProtecHon&OpHmizaHon
ITILExpert&ServiceManager
Roles:
ITServiceManager ITSMConsultant
Educa-on:
• V3FoundaHon• ServiceStrategy,ServiceDesign,ServiceTransiHon,ServiceOperaHon,ConHnualServiceImprovement
• ManagingAcrosstheLifecycle
ITServiceExecuHves
Roles:
ITManager CIO ITDirector
Educa-on:
• ITILOverview• V3FoundaHon
CapabilityRecommendedEduca-on
ITILAwareness
ServiceSupport
ServiceConfigura-on&Transi-on
ServiceOwnership/Management
ServicePlanning
ITILExpertServiceManager
ITServiceExecu-ve
ITILOverview x x x x x x xFounda-onCer-ficate x x x x x x xServiceStrategy x x xServiceDesign x xServiceTransi-on x xServiceOpera-on x xCon-nualServiceImprovement x
ManagingAcrosstheLifecycle x
Opera-onalSupport&Analysis x
Release,Control&Valida-on x
ServiceOfferings&Agreements x
Planning,Protec-onandOp-miza-on
x
DevelopingaVision&Strategy‐Consul-ngEngagement
x x x
Summary
