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IT Infrastructure Library™ (ITIL®) Training Why / When / How Much?

IT Infrastructure Library™ (ITIL)

ITIL® is a registered trademark of the Office of Government

Commerce

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Agenda

ITIL Certifications Why / When / How Much

Training and Communication Plans ITIL Adoptions

The Good The Bad The Ugly

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Why / When / How Much?

ITIL Foundation

ITIL Awareness

ITIL Lifecycle

ITIL Certification

ITIL Capability

ITSM Workshops

ISO Consultants

ISO Foundation

ITIL Clinics

Custom Training

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How much Training?

How do we get to here?

You are Here

XX

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How much Training?

1. The Scouts Public Foundation / Corporate Foundation

2. The Engineers Allocate budget to include

“Leads” &“Does”

3. Train through Project Lifecycle Just-in-Time training

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Look at Your Needs and Culture

WHY?

Is Certification important in your organization?

Are Diplomas?Is Tuition Reimbursement available?

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Talk to a Professional

Work with your training partner to evaluate and develop Communication & Training Plans Use the RACI (ARCI) Model

www.itsmacademy.com/plans

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What are the Benefits of ITIL Training?

To the Company Increased customer satisfaction Better use of human resources More efficient (and competitive!) IT operations and services Measurable performance improvements and metrics Incentives, rewards and challenges means happier

employees

To the Attendee Strengthen skills and improve job performance Update knowledge in the field of choice (IT) Prove competencies to employer and customers worldwide

(Certification) Qualify for jobs that require specialized knowledge Receive recognition from both the industry

and peers (Certification)

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The V3 Scheme has Four Levels

Level 1

Level 2

Level 3

Level 4Advanced(Applied)

ITIL Expert™(Lead)

Intermediate Streams(Implement or Execute)

Foundation(Understand)

Implement Execute

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ITIL Certifications

ITIL Foundation60 minutes 40 multiple choice Questions 65% to pass

ITIL Capability (SOA/PPO/RCV/OSA)120 minutes 8 gradient multiple choice Questions 70% to pass

ITIL Lifecycle (SS/SD/ST/SO/CSI)120 minutes 8 gradient multiple choice Questions 70% to pass

For learners with previous ITIL

certifications, the Foundation & Service

Manager Bridge Courses are available

until 2011

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What We’ve Seen – The Good

Improved customer and user satisfaction Clear responsibilities Infrastructure under control Consistency and stability provided Repeatable processes providing a baseline

for quality measurement and improvement More efficient use of resources Reinventing the wheel is avoided Lower operational costs Reduction in unplanned work =

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What We’ve Seen – The Bad

The assumption ITIL is a complete process solution and will meet all of your ITSM requirements

Ignoring need to market and communicate inside & outside IT

Thinking you can “buy” ITIL through a technology Confusing Process with Procedures Not dedicating enough resources to the development

effort Thinking process development equates to process

implementation Failing to adopt process capability

maturity/improvement model Believing there won’t be a cultural impact to the

organization Not training the right people at the right level – NOT

everyone needs to have an ITIL Foundation Certification, but leaders need advanced training

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What We’ve Seen – The Ugly

You can not Buy ITIL,

You can’t even Implement ITIL,

You are adapting your culture into a service organization.

You can not Buy ITIL,

You can’t even Implement ITIL,

You are adapting your culture into a service organization.

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Accredited Education ITIL Foundation ITIL Foundation and Managers Bridge ITIL Lifecycle, Capability and MALC ITIL Practitioner, Service Manager (V2) Certified Process Design Engineer

(CPDE)®

Microsoft Operations Framework (MOF) Foundation

ISO/IEC 20000 Foundation PMI PMP Exam Prep

Practical, Value-Add Workshops Apollo 13 - an ITSM Case Experience™ Visible Ops: The Class ITIL, MOF, ISO 20K Awareness And More!

Ft. Lauderdale, Dallas & Washington, DC - Public

Corporate on-site Classes Virtual Classes Courseware Licensing Alumni Program PMI Global Education

Provider Federal Government (GSA)

Contractor Certified Woman-Owned Tens of thousands of

learners trained since 2003 ITSM Professional Diplomas

About ITSM Academy

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Online Resources

best-management-practice.com (ITIL) itsmfusa.org (ITSM user organization) isaca.org (COBIT) itgi.org (IT Governance Institute) microsoft.com/mof (MOF) isoiec20000certification.com (ISO 20K) itsmacademy.com

ITSM Professor blogMonthly webinarsAwareness and certification courses

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ITSM Academy Affiliates

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Questions and Answers

www.itsmacademy.com

888. 872. ITSM (4876) 954-491-3442

Thank you for attending

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Remember the Goal….