Our Services
Service Management Dynamix™ experience, certification credentials, and partners enable us to provide a broad spectrum of ITSM training options for students. For instance, accredited training towards various ITIL® certifications happens through our partnership relationship with ITSM Academy, which also provides PMI PDUs for those students that have achieved PMP status. Students seeking our services in a public forum can find us listed through another one of our partners, Courseseeker.
Service Management Dynamix™ also has services beyond ITIL® certification training, but would be considered complementary. They would include:
- Service Management Executive Overview
- IT-SVM Essentials
- CIO Roundtable
- ITSM Lunch and Learn
- Customized workshops focused on particular areas within ITSM
Please check back from time to time, as our service offerings will continue to evolve.
Accredited ITIL v3 Foundations
Accredited ITIL v3 Foundation Bridge
Accredited ITIL v3 Service Operation
Accredited ITIL v3 Lifecycle Course: Service Transition
Accredited ITIL v3 Lifecycle Course: Service Design
Accredited ITIL v3 Capability Courses OSA / Operational Support and Analysis
Accredited ITIL v3 Capability Course RCV - Release, Control and Validation
Accredited ITIL v2-v3 Manager Bridge
Accredited ITIL v2 Service Manager
Accredited ITIL v2 Practitioner
IT-SVM Essentials
Accredited ITIL v3 Foundations
Course Description:
As business needs change, so do the demands on IT. The challenge: to meet new and growing requirements for IT Services. In the spring of 2007, a long-awaited update to the best practice guidance of the IT Infrastructure Library™ was released. Known as ITIL® Version 3 (V3), the books are framed around the Service Lifecycle, taking a holistic approach to managing services and delivering business value.
Come ready to participate in lively discussions about process improvements, benefits and challenges.
Embedded into the ITIL® V3 Foundation course is ITSM Academy's unique virtualization, Living the Lifecycle™. Woven through all of ITSM Academy's ITIL® V3 Certification courses, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, a new web service is introduced and then, as a group, we guide the service through its strategy, design, transition, operation and continual improvement within a virtual business environment.
ITSM Academy's ITIL® V3 Foundation course prepares attendees to successfully achieve their Foundation certification. The independent exam is administered on the third afternoon.
Who Should Attend?
ITIL® Foundation training is essential for anyone involved in the internal or external delivery of IT services:
IT Leadership, Key Business Managers, Network Operations, Business Process Analysts, Business Analysts, IT Consultants, Project Managers, Systems Integrators, Help Desk / Service Desk Managers and Analysts, Managed Service Providers, Application Developers, Solution Providers and Sales Staff
Curriculum:
ITSM Academy's ITIL® V3 Foundation course is a 2.5 day journey through the five (5) stages of the ITIL® Service Lifecycle:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Reference Material:
Every Foundation Learner Receives:
- Two-and-one-half days Instructor Led Education and Exercise Facilitation
- Learner Manual (excellent post-class reference)
- ITIL® Version 3 Pocket Guide
- Participation in ITSM Academy's unique virtualization, Living the Lifecycle™
- Reinforcing "Memory Games"
- Sample exams and exam Preparation
- In-Class Foundation Examination
- Daily Breakfast Pastries and Refreshments
Prerequisites:
Familiarity with IT Services is recommended.
Certification:
Learners will be equipped to earn their Foundation certification by achieving a passing score on a 60 minute, 40 question examination. Learners take their test on the final day of class.
Note: All V2 certificates are still recognized by the industry and remain relevant. We are offering an ITIL® Bridge Workshop, for learners who were educated and / or certified on ITIL® V2 and are interested in discovering the differences between the versions, and the impact to their organization.
ITIL Expert™:
Earn 2 credits of the 22 required to achieve the ITIL Expert®.
Professional Development Units:
ITSM Academy is recognized by PMI® as a Global R.E.P. You will earn 22 contact hours or PDUs upon completion of this course.
Instructors:
Our instructors have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios. Using the highest quality content, this training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge.
Accredited ITIL v3 Foundation Bridge
Course Description:
ITSM Academy's Accredited ITIL® Version 3 (V3) Foundation Bridge Course is a one and a half-day, instructor-led class developed for professionals holding ITIL® Version 2 (V2) Foundation certificates and interested in the new elements of ITIL® v3 and the impact to their organization. The course provides candidates interested in enrolling in advanced courses an accelerated route to V3 knowledge.
Who Should Attend?
We are offering the ITIL Bridge Workshop, for learners who were educated and / or certified on ITIL® V2 and are interested in discovering the differences between the versions, and the impact to their organization.
Curriculum:
ITSM Academy's bridge course highlights the new topics in ITIL® V3 and the main differences from earlier versions. In addition to preparing delegates for the V3 Foundation Bridging Certificate in IT Service Management examination, held at the end of the day, the course also allows learners to:
- Understand the differences between V2 and V3
- Explore the ITIL® service lifecycle
- Understand ITIL® V3 key terms and concepts
Attendees should come ready to participate in lively discussions about process improvements, benefits and challenges.
Reference Material:
- One (1) day of Instructor Led Education
- Learner Manual (excellent post-class reference)
- Participation in unique ITSM Academy Memory Games
- Exam Preparation
- In-Class Exam
Prerequisites:
ITIL® Foundation certification.
Certification:
Learners will be equipped to earn their ITIL® V3 Foundation Certificate in IT Service Management on the final day of class, by achieving a passing score on a 30 minute, 20 question examination.
ITIL Expert®: Earn .5 credits of the 22 required to achieve the ITIL Expert Certification.
Learners qualified to sit this class have previously earned 1.5 credits by achieving ITIL Foundation Certification.
Professional Development Units:
ITSM Academy is recognized by PMI® as a Global R.E.P, Project Management Professionals (PMPs) earn six (6) contact hours or PDUs upon completion of this course.
Instructors:
As with all ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom.
Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Accredited ITIL v3 Service Operation
This course is intended for those involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. We also cover the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management and the use of underpinning tools and technologies.
Embedded into the three (3) day Service Operation course is our unique virtualization, Living the Lifecycle®. Woven through all of ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Expert™:
Earn 3 credits of the 22 required to achieve the ITIL Expert Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 22 contact hours or PDUs upon completion of this course.
Prerequisites:
The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course.
Learners must complete at least 21 hours of personal study by reviewing the Service Operations publication.
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® V3 Intermediate Service Lifecycle Certificate: Service Operation.
Audience:
- CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle
- Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
- IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
- Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules
- Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite
Instructors:
As with all ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL Experts™ and / or Service Operation Certified and have successfully completed ITSM Academy's Service Operation Train-the-Trainer Program.
Learning Objectives:
- Introduction to Service Operation
- Service Operations Principals
- Service Operation Processes
- Common Service Operation Activities
- Organizing Service Operation: Functions
- Technology Considerations
- Implementation Considerations Challenges, Critical Success Factors and Risks
Course / Student Material:
- Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class Hours/21 Study Hours)
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
- The Service Operation exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL® book – Service Operation - before the first class date... a minimum 21 hours of personal study.
- The ITIL® Books are not included with this course, access to the Lifecycle Suite is required.
- Maximum Learners per Class is 16.
Please Note: ITIL® Foundation certification is required to take the Exam.
Accredited ITIL V3 Lifecycle Course: Service Transition
The difference between a successful and failed IT Service often lies in the quality of its transition from the development to the production environment. Based on the Service Transition publication of the ITIL® V3 library, the course focuses on the planning, implementing and optimizing of the processes and structure of the Service Transition stage of the IT Service Lifecycle. The course culminates with the ITIL® V3 Intermediate Service Transition certification examination.
Embedded into the three (3) day Service Transition course is our unique virtualization, Living the Lifecycle®. Woven through all of Service Management Dynamix / ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Expert™:
Earn 3 credits of the 22 required to achieve the ITIL Expert Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 22 contact hours or PDUs upon completion of this course.
Prerequisites:
The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course.
Learners must complete at least 21 hours of personal study by reviewing the Service Transition publication.
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Service Transition Certificate.
Audience:
- CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management coordination and integration of strategizing activities within the Service Lifecycle.
- Individuals who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
- IT professionals working within or about to enter a Service Transition environment and requiring a detailed understanding of the processes, functions and activities involved
- Individuals seeking the ITIL ExpertTM in IT Service Management for which this qualification is one of the prerequisite modules
- Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL ExpertTM is a prerequisite
Instructors:
As with all Service Management Dynamix / ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL ExpertsTM and / or Service Transition Certified and have successfully completed ITSM Academy's Service Transition Train-the-Trainer Program.
Learning Objectives:
- Introduction to Service Transition
- Service Transition Principles
- Management and control of all Service Transition activities
- Service Transition Related activities around communications, commitment and
organizational change - Organizing Service Transition
- Control and coordination of Service Transition technology related activities - Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
Course / Student Material:
- Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class Hours/21 Study Hours). Can be extended to a fourth day (exam review and exam).
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, ITSM Academy's unique series of case
study-based exercises - Exam Preparation
- In-Class Exam
Notes:
- The Service Transition exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL® book - ServiceTransition - before the first class date...a minimum 21 hours of personal study.
- The ITIL® Books are not included with this course, access to the Lifecycle Suite
is required. - Maximum Learners per Class is 16.
- ITIL® Foundation certification is required to take the Exam. Proof of certification
must be provided prior to the start of class.
Accredited ITIL V3 Lifecycle Course: Service Design
Service Design brings the output of Service Strategy to life by designing new or changed services that satisfy business objectives and are secure, resilient and reliable. Based on the Service Design publication of the ITIL V3® library, ITSM Academy‟s course focuses on the planning, implementing and optimizing of Service Design processes, plans, policies and standards that will be ultimately be used to transition and operate the service in the production environment. The course culminates with the ITIL® V3 Intermediate Service Design certification examination.
Embedded into the three (3) day Service Design course is our unique virtualization, Living the Lifecycle®. Woven through all of Service Management Dynamix/ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Expert™:
Earn 3 credits of the 22 required to achieve the ITIL Expert Certification.
Project Management Institute (PMI) Professional Development Units (PDUs): ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 22 contact hours or PDUs upon completion of this course.
Prerequisites:
The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
Learners must complete at least 21 hours of personal study by reviewing the Service Design publication.
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Service Design Certificate.
Audience:
- CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle
©2009 Service Management DynamixTM, LLC - Individuals who require a deeper understanding of the ITIL® Service Design stage of the ITIL® Service Lifecycle and how activities in it may be implemented to enhance the quality of IT Service Management within an organization
- IT professionals working within or about to enter a Service Design environment and requiring an understanding of the concepts, processes, functions and activities involved
- Individuals seeking the ITIL ExpertTM in IT Service Management for which this qualification is one of the prerequisite modules
- Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL ExpertTM is a prerequisite
Instructors:
As with all Service Management Dynamix/ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL ExpertsTM and / or Service Design Certified and have successfully completed ITSM Academy's Service Design Train-the-Trainer Program.
Learning Objectives:
- Management and control of all Service Design activities
- Management and application of Service Design concepts, inputs, outputs and
activities - Knowledge of Service Design principles and management of Service Design
processes - Control and coordination of Service Design technology related activities
- Justification and control of the organizational and technological issues on Service
Design - Analysis, justification and selection of the implementation approaches,
challenges, critical success factors and risks
Course / Student Material:
- Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class Hours/21 Study Hours)Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle® ITSM Academy's unique series of case
study-based exercises - Exam Preparation
- In-Class Exam
Notes:
- The Service Design exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL® book - Service Design - before the first class date...a minimum 21 hours of personal study.
- The ITIL® Books are not included with this course, access to the Lifecycle Suite
is required. - Maximum Learners per Class is 16.
- ITIL® Foundation certification is required to take the Exam. Proof of certification
must be provided a minimum 2 weeks prior to the start of class.
Accredited ITIL V3 Capability Courses OSA / Operational Support and Analysis
To implement new services in a controlled and cost-effective manner, IT departments must successfully optimize their Operational Support and Analysis (OSA) best practices. This five (5) day course provides in-depth knowledge of the ITIL® Operational Support and Analysis (OSA) areas: - Event Management - Incident Management - Request Fulfillment - Access Management - Problem Management - Service Desk - Technical Management - IT Operations Management - Application Management
Embedded into the OSA course is our unique virtualization, Living the Lifecycle®. Woven through all of Service Management Dynamix / ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a neutral, real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Expert™:
Earn 4 credits of the 22 required to achieve the ITIL ExpertTM Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.
Prerequisites:
- The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
- Two (2) to four (4) years professional experience with service management
- Learners must complete at least 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL® publications and in particular the Service Operation publication
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate
Qualification:
Operational Support and Analysis Certificate.
Audience:
The primary audience is IT operational staff and management requiring deep knowledge of, or involved in, Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management
Instructors:
As with all Service Management Dynamix / ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL ExpertsTM and / or OSA Certified and have successfully completed ITSM Academy's OSA Train-the-Trainer Program.
Learning Objectives:
- Service Operation Principals; Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management
- Processes across the Service Lifecycle pertaining to Operational Support and Analysis
- Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT services, and IT Service Continuity Management
- Common Service Operation activities related to Service Operation and Support
- Service Operations and Support Service Operation roles and responsibilities
- Technology and Implementation Considerations
- Challenges, Critical Success Factors and risks
Course / Student Material:
- Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/20 Study Hours)
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, ITSM Academy's unique series of case
study-based exercises - Exam Preparation
- In-Class Exam
Notes:
The OSA exam is a very challenging test. This course requires a minimum 12 hours of personal study, including pre-reading.
- Upon registration, learners will be provided the pre-course reading list which includes the case study and process chapters from the appropriate ITIL® book(s).
- Learners need access to the full suite for the pre-reading and will need to bring the Service Operation book to class.
- The textbooks are NOT included with purchase of this course. Maximum Learners per Class is 16.
- ITIL Foundation certification is required to take the Exam. Proof of certification must be provided prior to the start of class.
Accredited ITIL V3 Capability Course RCV - Release, Control and Validation
To implement new services in a controlled and cost-effective manner, IT departments must successfully implement ITIL® Release, Control and Validation best practices. In this course, you learn how to plan, implement and optimize the Release, Control and Validation (RCV) processes and gain the skills required to successfully complete the exam.
Embedded into the five (5) day RCV course is our unique virtualization, Living the Lifecycle®. Woven through all of Service Management Dynamix / ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Expert™:
Earn 4 credits of the 22 required to achieve the ITIL ExpertTM Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 38 contact hours or PDUs upon completion of this course.
Prerequisites:
The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Qualification: Release, Control and Validation Certificate.
Audience:
The primary audience is IT operational staff involved in ITIL® V3 RCV best practices who are wishing to increase their release, control and validation capabilities and knowledge in order to enhance the quality of IT service support within their organization.
Instructors:
As with all Service Management Dynamix / ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL ExpertsTM and / or RCV Certified and have successfully completed ITSM Academy's RCV Train-the-Trainer Program.
Learning Objectives:
- Service Management as a Practice
- The processes within the Service Lifecycle pertaining to Release, Control and Validation;
- Change Management, Service Asset and Configuration Management, Knowledge Management, Release Management, Service Validation and Testing, Evaluation and Request Fulfillment
- Business value of implementing each process in an organization
- Objectives and basic concepts related to each process
- Activities and roles involved in each process and their relationship to other
processes - Technology and implementation considerations
- Continual service improvement
Course / Student Material:
- Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/12 Study Hours)
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
The RCV exam is a very challenging test. This course requires a minimum 12 hours of personal study, including pre-reading.
- Upon registration, learners will be provided the pre-course reading list which includes the case study and process chapters from the appropriate ITIL® book(s).
- Learners need access to the full suite for the pre-reading and will need to bring the Service Transition book to class.
- The textbooks are NOT included with purchase of this course. Maximum Learners per Class is 16.
- ITIL Foundation certification is required to take the Exam. Proof of certification must be provided a minimum 2 weeks prior to the start of class.
Accredited ITIL v2-v3 Manager Bridge
ITIL® V3 Managers Bridge Course - Accredited
With ITIL® V3, a new Training Scheme and Point System have been introduced. The ITIL Expert, similar to the V2 Manager's Certificate in Service Management, is now the highest scholastic achievement inside of IT Service Management and is awarded upon reaching 22 credits.
For ITIL® Service Manager professionals, the ITIL® V3 Managers Bridge Course is the quickest and most cost effective approach to earn the ITIL Expert™ Certification.
Embedded into the Managers Bridge course is ITSM Academy’s unique virtualization, Living the Lifecycle®. Woven through all of ITSM Academy's V3 Certification courses, this virtualization brings the processes and concepts to life. Within a virtual business environment, a new web service is introduced and then, as a group, we guide the service through its strategy, design, transition, operation and continual improvement within a virtual business environment.
The course covers the subject areas of all five (5) lifecycle stages which are new to V3 and those existing subject areas of V2 which have undergone significant change. It bridges the gap between the ITIL® V2 Service Manager Certificate in IT Service Management and the V3 Advanced Certification, the ITIL Expert™.
Project Management Institute (PMI) Professional Development Units (PDUs): ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.
Instructors:
Our instructors have successful track records as IT professionals / practitioners and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion. Trainers for this course are ITIL Expert™ and Service Manager certified.
Prerequisites:
This course is only intended for those holding a valid Manager's Certificate in IT Service Management based on ITIL® versions 1 or 2 and those V2 Practitioners who have accrued sufficient credits. Existing Service Managers (17 credits) may sit for the V3 Managers Bridge course (5 day, 5 credits) and pass the examination to achieve the ITIL Expert™ Certification. ITIL® Practitioners (with 12+ credits) will need to also take and pass the Managing Across the Lifecycle course to earn their ITIL Expert™.
Exam:
Learners will be equipped to earn their ITIL Expert™ Certificate in IT Service Management on the final day of class, by achieving a passing score on a ninety (90) minute, multiple-choice exam. The passing score is 80% (16 of 20). The exam consists of ten (10) Scenarios with two (2) questions on each, for a total of twenty (20) scenario-based, complex multiple-choice questions.
Audience:
- Individuals currently possessing a V2 ITIL® Manager's certificate wishing to learn the Service Lifecycle.
- Individuals currently possessing a V2 ITIL® Manager's certificate wishing to bridge their certification to ITIL Expert™
- Individuals possessing at least three (3) ITIL® V2 Practitioner certifications - to complete the bridging process, these individuals will also have to take and pass the Managing Across the Lifecycle course
Learning Objectives:
V3 Managers Bridge course examines the new topics in ITIL® V3 and compares the main differences from earlier versions. In addition to preparing delegates for the examination, the course also allows learners to:
- Understand the Differences between V2 and V3
- Examine the Service Lifecycle in detail
- Understand V3 Key Terms and Concepts
- Understand the new roles and models defined in ITIL® V3
Course / Student Material:
- Five (5) days of Instructor Led Education
- Learner Manual (excellent post-class reference)
- Participation in unique ITSM Academy virtualization, Living the Lifecycle®
- Reinforcing Memory Games
- Exam Preparation
- In-Class Exam
Note:
- The five books of the ITIL® V3 library are not included as part of the course material. Learners must bring their own copies.
- Upon registration, learners are emailed a copy of the official syllabus to identify class pre-reading
- Maximum Learners per Class is 16. Contact us for corporate, onsite delivery of this class.
- Please Note: ITIL® Foundation certification is required to take the Exam. Proof of certification must be provided to ITSM Academy a minimum 2 weeks prior to the start of class.
- Contact us for more information.
Accredited ITIL v2 Service Manager
The Service Manager is the highest achievement in ITIL® Version 2 training and certification. The path to earning a Service Manager certification is an intense 10 day in-course learning experience with expected interim self study.
Please contact us for more information.
Accredited ITIL v2 Practitioner
ITSM Academy's Accredited ITIL® Practitioner (V2) Training allows Process Owners to become not only trained, but certified, in their area(s) of expertise. The curriculum delves heavily into strategies for successful implementation and sustainable results.
The courses are complemented by detailed case studies and practical process application - 30% lecture and 70% hands-on exercises. Candidates are also evaluated in-course on their presentation and communication skills. The certification exam is administered on the final day of training.
- Release & Control (IPRC): Change/Release/Configuration
- Support & Restore (IPSR): Incident/Problem/Service Desk
- Agree & Define (IPAD): Service Level/Finance
- Plan & Improve (IPPI): Capacity/Availability/ITSCM
Contact us for more information.
IT-SVM Essentials
Course Description:
This customizable 4-8 hour session provides an overview of the fundamental components of IT Service Value Management™, underlying best practices, related Business Drivers, and required steps to successfully prioritize projects and objectively display Value based on Business Value at Risk™ (BVaR™). It is an excellent primer for those who are new to IT-SVMTM, beginning their Service Management initiative, or interested in moving an existing Service Management initiative to the next level.
The IT Service Value Management™ Workshop Series combines decades of practical experience with the essentials from globally accepted best practices such as ITIL®, NGOSS®, TQM, CRAMM®, COBIT®, PMBOK Guide, CMMI®, SERVQUAL/RATER, Six Sigma, and distills them into this easy to understand training program.
Who Should Attend?
IT Executives, Senior IT Management, Service Management Process and Function Owners, Consultants, Vendor Account Managers.
Format: 1-day of facilitator lead discussion.
Curriculum:
- IT Service Value Management™ Overview
- Role of the Business in IT Strategy
- Understanding Where IT Value Originates
- Value From Enterprise Boundaries
- How to Make IT a Strategic Asset
- How to Align IT and the Business
- Competitive Advantage from IT
- IT Service value Management™
- Defining IT Services in Business Terms
- Valuing IT Services by Business Value at Risk™
- Measuring IT Services by Business Value at Risk™
- Choosing IT Services for Improvement
Benefits:
- Understand the essentials of Service Strategy, how Service Portfolio Management makes Service Strategy actionable, and why IT-SVM™ is the means to successful Service Portfolio Management in an uncertain environment.
- Learn about the Real source of Service Value - Inside and Outside the Enterprise - It may not be where you've been told it is!
- Learn how to achieve Business IT Alignment (BITA) and make IT Services a Strategic Asset.
- Understand why Service Quality might not be measured inside the data center.
- Learn how to leverage IT for Competitive Advantage by measuring Business Value at Risk (BVaR™).
- Learn about the four fundamental components of IT-SVM™ - Define, Value, Measure, Choose (DVMC™)
Prerequisites: ITIL® Foundations is highly encouraged, although not required.
Examination: None.
Reference Material: Each student receives a detailed course manual.
Service Management Dynamix is a accredited NABSM Delivery Partner.
All content is licensed from, and maintained by, Avant Corporation.