itil training catalog 3832
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ITIL TrainingCatalog
CA EDUCATION TRAINING CATALOG: ITIL
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What students are saying about
CA Educations ITIL offerings...
Best class I havetaken in over a year
Instructor was dynamic
and kept the class moving at
a good pace. He made the
topic interesting by equating
it to real-life examples.
I appreciated that the case study used to
illustrate ITIL practices wasnt about IT, it was
a refreshing change. The fact that it was a
situation based on an historical event made it
more intriguing.
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Copyright 2009 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. To the extent per-mitted by applicable law, CA provides this document As Is without warranty of any kind, including, without limitation, any implied warranties of merchantability or fitness for a particular purpose, or noninfringement. In no evenwill CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised of such damages.
ITIL guidelines were originally developed within the United Kingdom government in the mid-1980s and are now used around the world in public sector and private sector IT organizations. The ITIL trademark is owned by the Of-fice of Government Commerce (OGC) in the UK. ITIL is part of the public domain.
Table of Contents
CA Education and ITIL Overview 1
Training Options 1
ITIL Refresh 2
ITIL v3 Qualification Scheme 2
ITIL v3 Credit System and The Relationship Between v3 & v2 4
Learning Paths 5
Course Pricing 7
Course Overviews 8
The CA Stock Exchange Simulation 17
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CA EDUCATION TRAINING CATALOG: ITIL1
CA Education and ITIL Overview
IT Infrastructure Library (ITIL) best practices are globally recognized as the preferred way of
managing and delivering IT Services within an organization. Certification shows you understand the
foundations of ITIL Best Practices. Training at the practitioner and manager levels will allow you to
implement these practices in a corporate enterprise. Our ITIL certification program can help you
maximize your investment in IT management by showing you how to align your IT infrastructure,development and operations with your business processes and objectives.
CA Educations on-staff ITIL instructors are experts in Service Management, providing students
with a rich resource of practical experience and instructional expertise. Our instructors are fully
accredited and average more than 20 years of industry experience. Skilled professionals and top-
ranked instructors work together to provide effective training that speeds up the learning process
and delivers measurable results in productivity, service availability, and reduced costs
CA has partnered with the leading ITIL training authority, ITpreneurs, to provide the best training
in the domain of IT Management and Control Best Practices. ITpreneurs works closely with subject
matter experts from the leading Best Practice Standards authorities, including APMG, BSI, EXIN,
ISEB, ISACA, and itSMF. All levels of our ITIL courses are accredited by EXIN. ITpreneurs maintainsseats on the ITIL Version 3 Advisory Board and the ITIL v3 Examiner Panel. Subject matter experts in
these and other domains ensure that the course material offered is always up to date and meets the
most stringent accreditation schemes.
Training OptionsMore than 30,000 people are trained annually by CA Education in many different languages from all
over the world. Our training methods and tools are designed to help work teams be more productive
in less time. CA Educations experienced and certified professionals and education partners deliver a
robust and flexible catalog of courses in a variety of formats.
Classroom Training
Learn from live experts and share best practices with instructors and peers in state-of-the-art CA
Education learning centers. The personal, face-to-face interaction with instructors and peers gives
students an open forum to ask questions and share rich tips and tricks. This rich learning solution
can ensure the highest levels of competency and knowledge transfer. Instructor-led training class-
room training is available at:
CA LEARNING CENTERS
Get away from your daily work by attending a class at a state-of-the-art CA Learning Center near
you. This option provides a dedicated learning environment that eliminates any impact on your
production workflow.
Public Courses: Choose from a list of popular courses offered at CA Learning Centers
Private Courses: Dedicated classes for often large customers at CA Learning Centers
ON-SITE
CA Educations on-site, instructor-led training accelerates the learning curve and boosts
productivity. Our instructors teach courses that fit within your learning objectives and present
the material in one or several scheduled courses on-site at your facility. On-site courses not only
save travel time, but in many cases, students can directly apply the outcome of their hands-on
exercises to actual tasks.
CA Education strives
to be your preferred
source for enterprise
IT management
education and best
practices training
solutions by deliveringmeasurable results
and a rewarding
learning experience.
Our training is
designed to ease
rampup time so your
work teams are more
productive, sooner. We
work to ensure your
overall satisfaction
with CA products and
services
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ITIL
Master
ITIL Expert
Managing Across Lifecycle
Lifecycle Modules Capability Modules
SS SD ST SO CSI OSA PPA RCV SDA
ITIL v3 Foundation Certificate in IT Service Management
FIGURE A
Diagram shows thestructure of qualificationswithin the Version 3scheme.
There are four levels within
the scheme:
1. Foundation Level
2. Intermediate Level(Lifecycle & Capability Streams)
3. ITIL Expert
4. ITIL Master
CA EDUCATION TRAINING CATALOG: ITIL 2
Virtual Learning
CA Virtual Instructor Led Training (VILT) provides the same benefits of classroom instruction at
your own desk without the time and expense of travel. CA Education certified instructors host the
course using state-of-the-art tools over the internet. With your web browser you view the course-
ware material and whiteboard exercises while listening to and engaging with your instructor as well
as with your student peers.
Web-Based Training
CA Education also offers a number of courses that can be completed outside of the classroom. Our
Web-Based Training courses are designed to be an effective self study course allowing you to stop
and start the training at your convenience, allowing you to learn at your own pace. Coursework can
be provided as a download or on a CD-ROM. Simply access the training online from your office or
home, saving you travel time and expense.
ITIL RefreshITIL Version 2 (v2) has undergone a major refresh which is Version 3 (v3). Version 3 represents
an important evolutionary step in its life cycle. The interface between old and new approaches is
seamless so that users do not have to reinvent the wheel when adopting it. Version 3 allows users to
build on the successes of v2 but take IT service management even further.
ITIL v3 Qualification SchemeThe ITIL Qualification Scheme uses a system that enables an individual to gain credits for each
exam they take. Once candidates have accumulated a sufficient number of credits they can be
awarded the ITIL Expert in IT Service Management.
THE VERSION 3 QUALIFICATION STRUCTURE
Experience... the
value of Enterprise
IT Management and
bring ITIL concepts to
life with a dynamic,
hands-on, interactive
simulation - The CA
Stock Exchange.
For more informationplease see page 17.
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CA EDUCATION TRAINING CATALOG: ITIL3
Foundation Level
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the
key concept, terminology and processes of ITIL.
Intermediate Level
There are two streams in the Intermediate level. Both assess an individuals ability to analyze
and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate
streams, to gain credits towards the Expert Level.
Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the fivecore OGC titles, as follows:
Service Strategy
Service Design
Service Transition
Service Operation, and
Continual Service Improvement.
The focus of these modules is on the introduction and implementation of the specific Lifecycle
phase, and coverage of the principles, processes and related activities.
Intermediate Capability Stream- this stream includes 4 individual certificates loosely based on the
v2 Clustered Practitioner qualifications, but broader in scope in line with the updated v3 content,
focussing on detailed process implementation and management within cluster groupings:
Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Prob-lem, Access, Service Desk, Technical, IT Ops and Application Management
Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, ServiceCatalogue, Demand, Supplier and Financial Management
Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment,Validation & Testing, Service Asset & Configuration, Knowledge, Request Management andService Evaluation
Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability,Continuity, Security, Demand and Risk Management.
ITIL Expert
To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a
number of Intermediate units in addition to the mandatory Foundation Level and the Managing
Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle
approach to Service Management, and consolidates the knowledge gained across the qualification
scheme.
ITIL Master
This level of the qualification will assess an individuals ability to apply and analyze the ITIL concepts
in new areas. This higher level qualification is currently under development.
Managers Bridge
The ITIL Managers Bridge certification is aimed at individuals who already hold the Managers
Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in
IT Service Management, thereby demonstrating their knowledge of ITIL v3.
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3.5
PI
3.5
AD
3.5
BR
3.5
RC
SDIM2
SLM2
RM2
PM2
IT SCM2
FM2
COM2
CHM2
CAM2
AM2
v2 Practitioner Modules
2 credits
Advanced
Level
ITIL Expert
Managing Across Lifecycle
5 5
Lifecycle Modules Capability Modules
SS SD ST SO CSI OSA PPA RCV SDA
3 3 3 3 3 4 4 4 4
ILIT v3 Foundation Certificate in IT Service Management 2
v2 Foundation
Certificate
1.5
v3 Bridge
0.5
v3 Manager
Bridge
5
v3 Manager
Bridge
5
ILIL v2
or v1
Managers
Certificate
17
FIGURE B
Diagram shows the newv3 credit system and therelationships betweenv2 and v3 modules, withthe number of creditsallocated to each.
CA EDUCATION TRAINING CATALOG: ITIL 4
ITIL v3 Credit System and The Relationship Between v3 & v2The ITIL Version 3 Qualification Scheme is supported by a credit system. Passing v3 modules will
earn a candidate credits towards the new ITIL Expert Level which means that on successful comple-
tion of a balanced set of modules across the Service Capability and Service Lifecycle Intermediate
Streams, a candidate will have attained the necessary credits to achieve the Expert award.
Recognizing the value of earlier modules, the new credit system has also been widened to include
earlier Version 1 and 2 ITIL qualifications, which at present includes the v2 Foundation, v2
Practitioner Modules and the v1 or v2 Service Manager. Other closely-related qualifications willalso be considered for inclusion in the credit scheme. Details of these will be announced as they are
confirmed.
ITIL CREDIT PROFILER GRAPHIC
Bridging Courses
Candidates who hold earlier ITIL qualifications can update their knowledge and certification via a
series of bridging courses, such as the Foundation Bridging Course. These courses will also earn a
candidate credits towards the Expert Level.
The International v3 Senior Examiners Panel have developed the credit system using an in-depth
process of assessing existing ITIL qualification content and coverage against the new version of ITIL,
to create a fair and balanced system which accommodates a range of certification combinations.
Relationship Between Version 3 & Version 2
Individuals with existing ITIL v2 qualifications can use those qualifications as credits towards the
Expert or may find that the credits or qualifications they hold will make them eligible for the current
v3 Bridging routes.
Foundation level - There is a short bridging course which covers the differences between v2and v3 and allows someone to take an exam to demonstrate their understanding of the ITIL v3approach.
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Instructor Led Training(Classroom & Virtual)
Key to Delivery Options
Web Based Training ExamChoose courses
from specific groupingPrerequisite
Notes:
Successful completion of an exam is required to receive credit for each ITIL course.
A complete list of available Lifecycle, Capability and Service Manager Bridging courses can be found on the next
page of this document in ITIL v3 Available Courses.
For v2 Practitioners, Service Managers, and further clarification regarding credits needed we suggest you visit the
Credit Profiler on the ITIL Official website or contact your CA Education representative.
CA EDUCATION TRAINING CATALOG: ITIL5
CA Learning Paths for ITIL v3 Certification
ITIL v3FoundationPaths forNew Students
Previously attained
ITIL v2 Foundation
Certification
ITIL v3Expert Path
ITIL v3
Managing Across
the Lifecycle
5 credits
91ITL30023
5 days
ITIL v3 Expert
Certification
Take an appropriate mix of courses from either Lifecycle, or Capability or both.
17 credits total required to enter Managing Across the Lifecycle course.
ITIL v3
Foundation
Certification
ITIL v3 Foundation
Certification
*ITIL v3
Intermediate
Lifecycle or
Capability
Courses
3 or 4 credits
each
ITIL v3
Foundation
Certification
The CA Stock
Exchange
Simulation
01SMO20033
1 day
ITIL v3
Awareness Course
91ITL100104 hours
ITIL v3
Foundation
91ITL20020
18 hours
or
ITIL v3
Foundation
91ITL20031
3 days
ITIL v2FoundationStudents
ITIL v2 to v3
Bridging
Foundation
91ITL20010
6 Hours
or
ITIL v3
Foundation
Bridge Course
91ITL20041
2 days
Take 1 or both
ITIL v2 Practitionerqualifications count towards the ITIL Expert in Service Management. Depend-ing on whether an individual holds a single topic certificate or a clustered certificate the creditswill vary.
Any ITIL v2 Service Manager who wishes to gain the v3 Expert Level can take a bridging courseand must pass the v3 Managers Bridge examination. The course covers the new concepts withinITIL v3 and fully integrates the benefits of the Lifecycle approach.
It is recommended that candidates discuss their current qualifications with their CA Education
representative to establish how many credits they hold, and which v3 modules it is recommended
they take in order to complement their current qualifications, or increase their knowledge in aspecific area
ITIL Learning PathsThe ITIL Learning Paths on the following pages provide a holistic view of the available ITIL
courses organized by level, role, subject area, and version.
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CA EDUCATION TRAINING CATALOG: ITIL 6
CA Learning Paths for ITIL v3 Certification by Roles
*IT Managers /Staff /Administratorsand IT ProcessManagers andOwners
ITIL v3 Expert
Certification
ITIL v3
Foundation Courses
*ITIL v3
Intermediate
Courses
Complete all as
appropriate
ITIL v3
Managing Across
the Lifecycle
5 credits
91ITL30023
5 days
Business and ITStaff ITIL v3
Foundation
Courses
IT and BusinessExecutives
ITIL v3
Foundation Courses
ITIL v3
Continual Service
Improvement
Lifecycle Course
91ITL30013
3 days
ITIL v3 Service
Strategy Lifecycle
Course
91ITL30093
3 days
*Take an appropriate mix of courses from either Lifecycle, or Capability or both.17 credits total required to enter ManagingAcross the Lifecycle course.
The CA Stock
Exchange
Simulation
01SMO20033
1 day
ITIL v3
Awareness Course
91ITL100104 hours
Take 1 or both
Take 1 or both
ITIL v3 Available Courses
ITIL v3IntermediateCapabilityCourses
ITIL v3IntermediateLifecycleCourses
ITIL v3
Courses
ITIL v3BridgingCourses
ITIL v3
Courses
Foundation
Awareness
ITIL v3
Foundation
91ITL20031
3 days
ITIL v3
Foundation
91ITL20020
18 hours
ITIL v3 Planning,
Protection and
Optimization Capability
91ITL30043
5 days
ITIL v3 Service
Offerings and
Agreements
Capability91ITL30073
5 days
ITIL v3 Operation
Support and
Analysis
Capability91ITL30033
5 days
ITIL v3 Release,
Control and
Validation
Capability91ITL30053
5 days
ITIL v3 ServiceStrategy Lifecycle
Course
91ITL30093
3 days
ITIL v3 ServiceDesign Lifecycle
Course
91ITL30063
3 days
ITIL v3 ServiceTransition Lifecycle
Course
91ITL30103
3 days
ITIL v3 ServiceOperation Lifecycle
Course
91ITL30083
3 days
ITIL v3 ContinualService
Improvement
Lifecycle Course
91ITL30013
3 days
ITIL v3
Foundation
Bridge Course
91ITL20041
2 days
ITIL v2 to v3
Bridging
Foundation
91ITL20010
6 Hours
Take one of these courses for 2 credits upon passing exam.
3 credits each upon passing exam. 17 credits required to enter Managing Across the Lifecycle course.
4 credits each upon passing exam. 17 credits required to enter Managing Across the Lifecycle course.
2 credits each upon passing Foundation exam.
ITIL v3 Service
Manager Bridge
91ILT40013
4 days
The CA Stock
ExchangeSimulation
01SMO20033
1 day
ITIL v3
Awareness Course
91ITL10010
4 hours
Managing Across
the Lifecycle
91ITL30023
5 days
ITIL v3CapstoneCourse
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CA EDUCATION TRAINING CATALOG: ITIL7
CA Learning Paths for ITIL v2 Certification
ITIL v2Foundation
*ITIL V2 Foundation Certification is a prerequisite for Advanced Courses
ITIL/ITSM
Awareness
01ITL10010
2 Hours
ITIL Foundation v2
with ITIL ALIVE
01ITL20023
3 days
Examor
ITIL Foundation
Course
01ITL20010
16 Hours
ITIL Releaseand Control
Practitioner Course
01ITL30043
5 days
ITIL Service
Managers Course
01ITL40013
12 days
ITIL Supportand Restore
Practitioner Course
01ITL30053
5 days
Exam
Exam
Exam
ITIL v2AdvancedCourses
Course PricingThe prices listed below are for the United States only. For local country prices and courses that
may not be listed here please go to your regional Education section of ca.com and search using the
appropriate course number.
Course
NumberCourse Name (Course) USD
Exams
Inc?
91ITL10010 ITIL v3 Awareness Course $250 N
91ITL20010 ITIL v2 to v3 Bridging Foundation $200 N
91ITL20041 ITIL v3 Foundation Bridge Course $1,300 Y
91ITL20020 ITIL Version 3 Foundation Level Training $400 N
91ITL20031 ITIL v3 Foundation $1,950 Y
91ITL30013 ITIL v3 Continual Service Improvement Lifecycle Course $2,400 Y
91ITL30063 IITIL v3 Service Design Lifecycle Course $2,400 Y
91ITL30083 ITIL v3 Service Operation Lifecycle Course $2,400 Y
91ITL30093 IITIL v3 Service Strategy Lifecycle Course $2,400 Y
91ITL30103 ITIL v3 Service Transition Lifecycle Course $2,400 Y
91ITL30023 IITIL v3 Managing Across the Lifecycle Course $2,900 Y
91ITL30033 ITIL v3 Operation Support and Analysis Capability (OSA) $2,900 Y
91ITL30043 ITIL v3 Planning, Protection and Optimization Capability (PPO) $2,900 Y
91ITL30053 ITIL v3 Release, Control and Validation Capability (RCV) $2,900 Y
91ITL30073 ITIL v3 Service Offerings and Agreements Capability (SOA) $2,900 Y
91ITL40013 ITIL v2 to v3 Service Manager Bridge $2,700 Y
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CA EDUCATION TRAINING CATALOG: ITIL 8
Education Prepayment Program FlexibilityBy utilizing CA Educations EPP (Education Prepayment Program) in the purchase of these educa-
tion packages, your organization gains the flexibility to amend the composition of your education
offerings in order to address a changing need or desire for the type of education provided.
Other Prepayment Program Benefits
Discounts available off CA Educations list price with every education delivery transaction
Dedicated CA Education Advisors assigned to work with your organization to determine yourtraining needs and help design your delivery plan
Individual or group skill assessments
Balances can be used globally for any of our offerings
Other Payment Methods
CA Education offers a range of payment options and purchase plans. We accept the following
payment methods:
Credit Cards
Checks
Purchase Orders
Check with your local representative to see what payment methods are available in your region.
Course OverviewsBelow you will find a list of the courses available for ITIL along with a brief description of the course.
For full descriptions of these courses, please visit your regional Education section of ca.com.
Key to Training Methods Available:
W
Web-Based Training
I
Instructor Led Training
O
On-site
V
Virtual Instructor Led Training
ITIL v3 Awareness Course 91ITL10010
This course will provide you with an overview of the key concepts within
the IT Infrastructure Library (ITIL) Best Practices. ITIL Best Practices are
globally recognized as the preferred way of managing and delivering IT
Services in an organization.
W
2 Hours
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CA EDUCATION TRAINING CATALOG: ITIL9
ITIL v2 to v3 Bridging Foundation 91ITL20010
This seven-hour web-based training course is specially designed for
students who are already certified at the Foundation level in previous
versions of the IT Infrastructure Library. The v3 Foundation Bridge
Course trains previously certified Foundation learners on the new
contents of the ITIL v3 Foundation syllabus. The course introduces
students to the concept of the service lifecycle approach to IT Service
Management according to ITIL v3. This Bridging Course is designed to
bring the students level of knowledge and understanding in line with the
ITIL v3 Foundation Certificate in IT Service Management. This course
prepares the student to successfully complete the associated 30 minute
exam, which is required for entry into future ITIL v3 intermediate level
training courses or as part of an overall bridging program to the v3 ITIL
Expert certification. Students will receive details on how to access and
complete the exam with their course registration confirmation. Access
to the course is available for 90 days from the date of registration
confirmation.
W
Seven (7) hours
ITIL v3 Foundation Level Training 91ITL20020
This self-paced course introduces students to the Lifecycle of manag-
ing IT Services to deliver to business expectations. It offers concrete
foundation knowledge of the core disciplines of ITIL v3: Service Strategy,
Service Design, Service Transition, Service Operations, and Continual
Service Improvement. This course offers real-life, scenario-based,
hands-on training geared to provide both theoretical and practical
knowledge, facilitating an effective method for reinforcement and
self-assessment. This course also positions the student to successfully
complete the associated 40 minute exam, required for entry into thefuture ITIL v3 intermediate level training courses. Students will receive
details on how to access and complete the exam with their course
registration confirmation. Access to the course is available for 90 days
from the date of registration confirmation.
W
Eighteen (18) hours
ITIL v3 Foundation Level Training 91ITL20031
This exciting and dynamic three-day course introduces students to the
lifecycle of managing IT services to deliver to business expectations.
The ITIL v3 best practice is composed of five core disciplines: ServiceStrategy, Service Design, Service Transition, Service Operations and
Continual Service Improvement. These disciplines represent a service
life cycle framework that further enhances alignment to the business
while demonstrating business value, ROI and enabling IT to solve
specific operational needs. As well as an engaging, case study based
approach to learning the core disciplines of the IT Infrastructure Library
(ITIL) best practice, this course also positions the student to success-
fully complete the associated 40-minute exam, required for entry into
the future ITIL v3 intermediate level training courses.
I
O
V
Three (3) days
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CA EDUCATION TRAINING CATALOG: ITIL 10
ITIL v3 Foundation Bridge Course 91ITL20041
This one-day course is specially designed for students who are
already certified at the Foundation level in previous versions of the IT
Infrastructure Library (ITIL). The v3 Foundation Bridge Course trains
previously certified Foundation learners on the new contents of the
ITIL v3 Foundation syllabus. The course introduces students to the
concept of the service lifecycle approach to IT Service Management
according to ITIL v3. This Bridging Course is designed to bring the
students level of knowledge and understanding in line with the ITIL v3
Foundation Certificate in IT Service Management. This course prepares
the student to successfully complete the associated 30 minute exam,
which is required for entry into future ITIL v3 intermediate level training
courses or as part of an overall bridging program to the v3 ITIL Expert
certification. For students attending an ILT delivery in a CA Learning
Center or at the customer site, the exam is offered on the last day. For
students attending the class virtually, they will receive details with their
registration confirmation on how to complete the exam within 48 hours
of completing the course.
I
O
V
Two (2) days
ITIL v3 Continual Service Improvement 91ITL30013
This three-day course immerses students in the overall concepts,
processes, policies and methods associated with the Continual Service
Improvement (CSI) phase of the Service Lifecycle. The course covers
the management and control of the activities and techniques within
the CSI stage, but not the detail of each of the supporting processes.
This course is designed using an engaging scenario-based approach
to learning the core disciplines of the IT Infrastructure Library (ITIL)
best practices and positions the student to successfully complete theassociated exam.
I
O
Three (3) days
ITIL v3 Managing Across the Lifecycle 91ITL30023
The Managing Across the Lifecycle Certificate is the final module of
the Service Lifecycle and/or Service Capability Intermediate courses
that leads to the ITIL Expert in IT Service Management recognition.
This five-day course immerses students in the contents of the ITIL v3
publications; focusing on business, management and supervisory objec-
tives, purpose, processes, functions and activities, and on the interfacesand interactions between the processes covered in the Service Lifecycle.
This course is designed using an engaging scenario-based approach to
learning the core disciplines of the ITIL best practices and positions the
student to successfully complete the associated exam.
I
O
Five (5) days
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CA EDUCATION TRAINING CATALOG: ITIL11
ITIL v3 Operation Support and Analysis Capability 91ITL30033
This five-day course immerses students in the practical aspects of the
IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes
associated with the Operational Support and Analysis of services and
service delivery. The main focus of this course is on the operational-level
process activities and supporting methods and approaches to executing
these processes in a practical, hands-on learning environment. This
training is intended to enable students to apply the practices in resolu-
tion and support of the Service Management Lifecycle. This course is
designed using an engaging scenario-based approach to learning the
core disciplines of the ITIL best practices. This course also positions the
student to successfully complete the associated 90-minute exam, which
is offered on day five.
I
O
Five (5) days
ITIL v3 Planning, Protection and Optimization Capability 91ITL30043
This five-day course immerses students in the practical aspects of the
IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes as-
sociated with the Planning, Protection, and Optimization of services and
service delivery. The main focus of this course is on the operational-level
process activities and supporting methods and approaches to executing
these processes in a practical, hands-on learning environment. This
training is intended to enable students to apply the practices throughout
the Service Management Lifecycle. This course is designed using an
engaging scenario-based approach to learning the core disciplines of
the ITIL best practices. It positions the student to successfully complete
the associated 90-minute exam, which is offered on day five.
I
O
Five (5) days
ITIL v3 Release, Control and Validation Capability 91ITL30053
This five-day course immerses students in the practical aspects of the
IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes
associated with the Release, Control and Validation of services and
service delivery. The main focus of this course is on the operational level
process activities and supporting methods and approaches to executing
these processes in a practical, hands-on learning environment. This
training is intended to enable students to apply the practices in resolu-
tion and support of the Service Management Lifecycle. This course is
designed using an engaging scenario-based approach to learning thecore disciplines of the ITIL best practices. This course also positions the
student to successfully complete the associated 90-minute exam, which
is offered on day five.
I
O
Five (5) days
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CA EDUCATION TRAINING CATALOG: ITIL 12
ITIL v3 Service Design Lifecycle Course 91ITL30063
This three-day course immerses students in the overall concepts,
processes, policies and methods associated with the Service Design
phase of the Service Lifecycle. The course covers the management and
control of the activities and techniques within the Service Design stage,
but not the detail of each of the supporting processes. This course is
designed using an engaging scenario-based approach to learning the
core disciplines of the IT Infrastructure Library (ITIL) best practices
and positions the student to successfully complete the associated exam.
I
O
Three (3) days
ITIL v3 Service Offerings and Agreements Capability 91ITL30073
This five-day course immerses students in the practical aspects of the
IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes
associated with the Service Offerings and Agreements of services and
service delivery. The main focus of this course is on the operational-level
process activities and supporting methods and approaches to executing
these processes in a practical, hands-on learning environment. This
training is intended to enable students to apply the practices in resolu-
tion and support of the Service Management Lifecycle. This course is
designed using an engaging scenario-based approach to learning the
core disciplines of the ITIL best practices. This course also positions the
student to successfully complete the associated 90-minute exam, which
is offered on day five.
I
O
Five (5) days
ITIL v3 Service Operation Lifecycle Course 91ITL30083
This three-day course immerses students in the overall concepts,
processes, policies and methods associated with the Service Operation
phase of the Service Lifecycle. The course covers the management and
control of the activities and techniques within the Service Operation
stage, but not the detail of each of the supporting processes. This
course is designed using an engaging scenario-based approach to
learning the core disciplines of the IT Infrastructure Library (ITIL)
best practices and positions the student to successfully complete the
associated exam.
I
O
Three (3) days
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CA EDUCATION TRAINING CATALOG: ITIL13
ITIL v3 Service Strategy Lifecycle Course 91ITL30093
This three-day course immerses students in the overall concepts,
processes, policies and methods associated with the Service Strategy
phase of the Service Lifecycle. The course covers the management
and control of the activities and techniques within the Service Strategy
stage, but not the detail of each of the supporting processes. This
course is designed using an engaging scenario-based approach to
learning the core disciplines of the IT Infrastructure Library (ITIL)
best practices and positions the student to successfully complete the
associated exam.
I
O
Three (3) days
ITIL v3 Service Transition Lifecycle Course 91ITL30103
This three-day course immerses students in the overall concepts,
processes, policies and methods associated with the Service Transition
phase of the Service Lifecycle. The course covers the management and
control of the activities and techniques within the Service Transition
stage, but not the detail of each of the supporting processes. This
course is designed using an engaging scenario-based approach to
learning the core disciplines of the IT Infrastructure Library (ITIL)
best practices and positions the student to successfully complete the
associated exam.
I
O
Three (3) Days
ITIL v3 Service Manager Bridge Course 91ITL40013
In this intensive four day, instructor led course, participants will be
taught the principles and core content of the Service Lifecycle approachto IT Service Management according to ITIL v3, along with the changes
from previous versions of ITIL. This course, introduces the Service
Lifecycle approach and the five stages within this approach: Service
Strategy, Service Design, Service Transition, Service Operation, and
Continual Service Improvement. Through a combination of lecture and
interactive exercises, candidates are prepared for taking and passing the
ITIL v3 Manager Bridge exam. The ninety-minute exam is offered at the
end of the course.
The ITIL v3 Service Manager Bridge Course offers candidates a fast
track to update their ITIL Service Manager qualification, and gain
recognition at the new ITIL Expert certification level. This qualification
bridges the gap between the ITIL Managers Certificate in IT Service
Management (versions 1 & 2) and the ITIL Expert certificate in IT
Service Management (ITIL v3). This course is also available to holders
of previous certifications at the Practitioner level, when the total number
of recognized credits is 12 or higher.
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O
Four (4) Days
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CA EDUCATION TRAINING CATALOG: ITIL 14
ITIL/ITSM Awareness Course 01ITL20010
The ITIL Foundation Course combines the advantages of training at
your own pace, anytime, from virtually anywhere. This course provides
students with flexible course tracks and an integrated case study which
will enable a thorough understanding and retention of course material.
The course has been developed in compliance with all the prerequisite
training and exam specifications laid down by EXIN and prepares you
for ITIL Foundation Certification.
W
Sixteen (16) Hours
ITIL Foundation Course 01ITL20010
The ITIL Foundation Course combines the advantages of training at
your own pace, anytime, from virtually anywhere. This course provides
students with flexible course tracks and an integrated case study which
will enable a thorough understanding and retention of course material.
The course has been developed in compliance with all the prerequisite
training and exam specifications laid down by EXIN and prepares you
for ITIL Foundation Certification.
W
Sixteen (16) Hours
ITIL Foundation v2 with ITIL ALIVE 01ILT20023
The ITIL Foundation Course from ITpreneurs uses a blend of quality
instructors and a virtual case study to introduce students to the key ITIL
processes. ITpreneurs combines the inherent advantages of instructor-
led training with the interaction generated through exposing students
to practical and real case study situations continuously throughout the
course.The ITIL Alive case study will help students immediately apply the
knowledge which they learn during the course in a virtual setting. This
will result in a blended course providing a great retention of knowledge
and an enhanced learning impact.
This case study driven course will lead students to ITIL Foundation
Certification. This course introduces the concepts of IT Service Manage-
ment (ITSM) and how to apply the industry standard IT Infrastructure
Library (ITIL) Service Support and Service Delivery principles within an
IT department/organization.
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O
Three (3) Days
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CA EDUCATION TRAINING CATALOG: ITIL15
ITIL Release and Control Practitioner Course 01ITL30043
This course will focus on the implementation and management of the
processes and functions involved in achieving control and stability
within an IT infrastructure. These processes and functions include
effective Change and Release Management processes, based on an
effective Configuration Management system. This course is aimed at
optimizing the quality of service by responding to the need for changes
in a controlled and time-effective manner, while also keeping informa-
tion about the infrastructure up-to-date and relevant.
The two-hour exam from EXIN will be administered on the last day of
the course, providing students the opportunity to become ITIL Release
and Control Practitioner Certified.
I
O
Five (5) Days
ITIL Support and Restore Practitioner Course 01ITL30053
This course focuses on the implementation and management of the
processes and functions involved in managing exceptions in normalinfrastructure control and service delivery. These include being able
to organize an effective service desk function, along with the related
incident and problem management processes. These processes are
aimed at optimizing quality of service by effectively responding to
incidents and problems, as well as proactively preventing their occur-
rence ensuring good customer satisfaction. The service desk supports
users in the use of IT services and takes care of restoring the service in
the event of a disruption.
I
O
Five (5) Days
ITIL Service Managers Course 01ITL40013
This intensive course is designed to help IT Service Managers gain
a deeper, more practical understanding of ITIL processes and key
implementation issues both process oriented and organizational. This
practical course uses case studies, role playing, and presentations to
test and improve the students essential managerial skills. This course
will consist of 40% theory while the remaining coursework will cover
practical teamwork. Team assignments will be based on a case study,
similar to the EXIN exam questions.
The ITIL Service Managers course is divided into two five-day sessions
with a three to four week reprieve between sessions. Two to three weeksafter the second session, students come together once again for two
days to prepare for the exam using the examination case study. This
course leads to Service Managers Certification from EXIN. The exami-
nation will occur two weeks after the two day preparation. It will take
place over two days - three hours maximum time is allowed each day. In
addition to class time, students must be prepared to spend an additional
280 hours of study time for this course.
I
O
Twelve (12) Days
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CA EDUCATION TRAINING CATALOG: ITIL 16
CA Stock Exchange Simulation: an ITIL Experience 01SMO20033
The CA Stock Exchange Simulation provides the opportunity to
experience the benefits of implementing the IT Infrastructure Library
(ITIL) framework, practice process improvement, and understand the
importance of relationships and the impact on IT and business perfor-
mance. It effectively represents a dynamic organizational culture and IT
infrastructure to which you can easily relate, so that you will walk away
with the confidence to support and influence process improvement in
your organization.
For more information about the CA Stock Exchange please see page 17 or
go to www.ca.com/simulation
I
O
One (1) Day
*Note: this course is
optimally run with at
least 12 students
To learn more about how CA Education is dedicated to providing you with flexible learning options
based on your budget, travel and knowledge transfer requirements go to your regional Education
section of ca.com
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The CA Stock Exchange SimulationAn ITIL Experience: Realizing Enterprise IT Management Through Experiential Learning
ITIL has rapidly become the de facto best practice standard in service management and the lens through which the value
of services is viewed and measured. IT organizations are turning to ITIL to improve the quality and cost effectiveness of the
services they provide to the business. CA integrates and automates ITIL by helping you to unify people, process and technol-
ogy towards a common goal of achieving world-class service management.
The CA Stock Exchange Simulation provides the opportunity to experience the benefits of implementing the IT InfrastructureLibrary (ITIL) framework, practice process improvement in a fast-moving, dynamic environment, and understand the
importance of relationships and their impacts on IT and business performance.
Each team member will learn how to:
Translate ITIL theory into practice in a high-impact energetic way
Align IT with the business to see how implementation of ITIL best practices can improve business performance
Design, apply, evaluate and improve ITIL-based processes within a simulated environment
Work as a team to realize end-to-end process results while recognizing and evaluating individual job roles and their value
Identify bottlenecks and improvement needs in your own organization
How the Simulation Works...Round by Round.The CA Stock Exchange simulation is comprised of five trading rounds. Each round participants are presented with the
challenges faced by critical IT and business roles across the enterprise, as well as the affected processes, functions and their
resulting impacts to the business.
At the conclusion of each round, the team discusses its performance and works together to identify what improvements it
can make. The team then works to apply ITIL best practices to improve business processes. Ultimately, the team will mature
to where IT services are no longer chaotic or reactive but proactive, adding value to the business and maximizing profits.
The CA Advantage
The CA Stock Exchange simulation demonstrates the value of ITIL best practices and processes as well as the concepts
associated with IT Management. CA has developed a unique approach to charting the ITIL journey through a visual represen-
tation of the service life cycle and its interdependent IT service management processes. With this dynamic business simula-tion, your organization can leverage the service life cycle approach to better understand and communicate the importance of
process relationships.
CA Education strives to be your preferred source for best practices training solutions that deliver maximum results and a rewarding
learning experience. For more information about the CA Stock Exchange Simulation visit www.ca.com/simulation
Introduces Service Management principles
such as Communication, Prioritization
of Incidents and Escalation to eliminate
chaotic responses.
Round 1
Introduces Change, Release, Supplier and
Vendor Management. Incident response
is reactive
Round 2
Introduces Problem and Knowledge
Management. Introduces Trend Analysis
to further help resolve IT problems.
Incident response is proactive
Round 3
Introduces Capacity and IT Service Continu-ity Management. Additional attention paid to
Financial Management to illustrate ITs impact
on the bottom line and Incident response.
Round 4
Introduces ideology of Continual Service
Improvements. Incident response is
optimized.
Round 5
90CJU09ITL01U
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