Proper governance and management of IT services has become a major differentiator in organizational performance. Whether large, small, private business or in the public sector, this is the case for customers, as well as the suppliers, of these services. Experts from internal and external suppliers of IT services from all over the world have contributed to develop an internationally recognized set of best practices, now commonly known as IT Service Management. With the publication of the international standard ISO/IEC20000, IT Service Management made a major step forward. ISO/IEC20000 sets a standard for the quality of the provision of IT services to be used by suppliers and customers.
The Foundation Level: This level is designed to offer a general awareness and overview of the Service Lifecycle approach and the elements contained therein. It is not intended to enable the holders of this level to implement ITIL® Service Management practices without further education and guidance. Successful candidates will learn the basics of Service Management as a practice as well as the Service Lifecycle approach and will gain an understanding of the qualification scheme to help them understand their next steps. This level is aimed at IT professionals, Individuals who wish to gain a basic understanding of ITIL®, anyone involved in or about to become involved in an ITIL® implementation.
If you are looking to gain intense, specialized, process-level knowledge in one or more processors, with a focus on the day-to-day execution of ITIL practices, the Service Capability modules will be of interest to you:
Some individuals may wish to concentrate on one stream of modules; however, candidates may also choose to select modules from both Service Lifecycle and Service Capability streams to gain a holistic view of an entire stage from both a high-level management level and the detailed, technical perspective.
If you are seeking a management/team leader role in your company that requires a broad management focus of ITIL practice areas and work across teams or manage multiple capability areas, the Service Lifecycle modules will be of interest to you:
ITIL® V4 is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL V4 practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the use of process and practice elements used within it.
The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL V4 processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.
The ITIL® V4 MALC (Managing Across the Lifecycle) course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL V4 Managing Across the Lifecycle exam. The course prepares candidates to take the ITIL® V4 Managing Across the Lifecycle Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace. This certification completes the ITIL V4 Intermediate Lifecycle and Capability streams by focusing on the knowledge required to implement and manage the necessary skills associated with the use of the Service Lifecycle
The ISO/IEC20000 Foundation course is the entry-level course for ISO/IEC20000 standard for IT Service Management. Participants will learn the principles and core elements of the ISO/IEC20000 standard for IT Service Management. ISO/IEC20000-1 (Part 1) is the formal specification that defines the requirements that must be achieved. ISO/IEC20000-2 (Part 2) describes a code of practice. An interactive approach is used combining lectures, discussions, and exercises.
The ISO/IEC20000 Consultant course provides experience-based guidelines and concepts regarding implementing ISO/IEC20000, with special emphasis on the organizational management of change. This will allow for the development of essential skills to support the decision-making process and allow for the drawing up of a detailed implementation approach for the participant’s organization. An interactive approach is used combining lecture, discussion and exercises.
The ISO/IEC20000 Auditor course provides an effective learning environment for anyone interested in learning how to conduct the ISO/IEC20000 process audit. The course introduces both theoretical and practical knowledge to course participants. They will learn how to conduct ISO/IEC20000 process audits on their own IT organization as well as provide knowledge support within their own IT organization. An interactive approach is used combining lectures, discussions, and exercises.