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ITIL® TrainingCatalog

CA EDUCATION TRAINING CATALOG: ITIL



What students are saying about

CA Education’s ITIL offerings...

“Best class I have

taken in over a year”

“Instructor was dynamic

and kept the class movingat a good pace. He made the

topic interesting by equating

it to real-life examples.”

“The instructor demonstrated a very deep

understanding of the material and its

applicability to real-world scenarios. The

delivery was entertaining, on target and

stressed a comprehension of the principles of

ITIL. Overall, the class was a pleasure and I

would highly recommend it to colleagues.”



Copyright © 2010 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 permitted 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 event will 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.

Table of Contents

CA Education and ITIL Overview 1

Training Options 1

ITIL v3 Qualification Scheme 2

ITIL v3 Credit System and The Relationship Between v3 & v2 3

Withdrawl of ITIL v2 Certification 5

Learning Paths 5

Course Pricing 7

Course Overviews 8



1 CA EDUCATION TRAINING CATALOG: ITIL

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 Education’s 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 instruc-

tors 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 maintains

seats 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 Education’s 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

classroom 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 Education’s 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 strivesto be your preferred source for enterprise IT managementeducation and best practices trainingsolutions by deliv-

ering measurableresults and a reward-ing learning experi-ence. Our trainingis designed to easerampup time so your work teams are more productive, sooner.We work to ensureyour overall satisfac-tion with CA prod-ucts and services



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 qualifica-tions within the Version3 scheme.

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: CA 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 courseware

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. OurWeb-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 of fice or

home, saving you travel time and expense.

ITIL v3 Qualification Scheme The ITIL Qualification Scheme uses a system that enables an individual to gain credits for each exam

they take. Once candidates have accumulated a suf ficient number of credits they can be awarded

the ITIL Expert in IT Service Management.

THE VERSION 3 QUALIFICATION STRUCTURE

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 individual’s 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 five

core 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, focus-

sing 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, Service

Catalogue, 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 and Ser-

vice Evaluation

• Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Conti-nuity, 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 qualifi

cation will assess an individual’s ability to apply and analyze the ITILconcepts 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 Manager’s

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.

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

completion 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 Practitio-

ner Modules and the v1 or v2 Service Manager. Other closely-related qualifications will also be con-

sidered for inclusion in the credit scheme. Details of these will be announced as they are confirmed.



3.5

PI

3.5

AD

3.5

BR

3.5

RC

SDIM2

SLM2

RM2

PM2

IT SCM2

FM2

COM2

CHM2

CAM2

AM 2

v2 Practitioner Modules

2 credits

Advanced

Level

ITIL Expert

Managing Across Lifecycle5 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.


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 v2

and v3 and allows someone to take an exam to demonstrate their understanding of the ITIL v3

approach.

• ITIL v2 Practitioner qualifications count towards the ITIL Expert in Service Management.

Depending on whether an individual holds a single topic certificate or a clustered certificate the

credits will 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 within

ITIL v3 and fully integrates the benefits of the Lifecycle approach.

It is recommended that candidates discuss their current qualifications with their CA Education rep-

resentative 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 a specific

area

ITIL CREDIT PROFILER GRAPHIC



Instructor Led Training(Classroom & Virtual)

Key to Delivery Options

Web Based Training ExamChoose coursesfrom 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 Of ficial website or contact your CA Education representative.


ITIL v2 to v3Bridging

Foundation

91ITL20010113 Hours

CA Learning Paths for ITIL® v3 Certification

FoundationPaths forNew Students

Previously attainedITIL v2 Foundation

Certification

Expert Path ITIL v3 ExpertCertification

• 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 v3FoundationCertification

(In Class)

*ITIL v3IntermediateLifecycle orCapabilityCourses

3 or 4 creditseach

ITIL v3Awareness Course

91ITL100104 hours

ITIL v3Foundation

91ITL2002018 hours

or

ITIL v2FoundationStudents or

ITIL v3FoundationCertification

Managing Acrossthe Lifecycle

5 credits91ITL30023

5 days

ITIL v3Foundation

91ITL200313 days

ITIL v3Foundation

Bridge Course

91ITL200412 days

ITIL v3 FoundationCertification

ITIL v3

ITIL v3ITIL v3

Withdrawl of ITIL v2 CertificationOGC Announces Withdrawl of ITIL v2 Certification

The Of fice of Government Commerce (OGC), the governing body of the IT Infrastructure Library (ITIL)

recently announced its withdrawal of ITIL v2 certification by June 2011. After this time, v2 certifica-

tion will no longer be recognized. ITIL v2 certification holders must update their certifications to v3

prior to the withdrawal dates to continue the benefits of being ITIL certified. Specific product with-

drawal will be as follows:

• V2 Foundation to cease June 30, 2010• V2 Manager to cease August 31, 2010

• V2 Practitioner to cease December 31, 2010

• Foundation Bridge to cease December 31, 2010

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.




CA Learning Paths for ITIL® v3 Certification by Roles

*IT Managers /Staff /Administratorsand IT ProcessManagers andOwners

ITIL v3 ExpertCertification

Business and ITStaff

IT and BusinessExecutives

ITIL v3 ServiceStrategy Lifecycle

Course

91ITL300933 days

• * For a more complete list of roles please reference course descriptions. However your role needs may vary.Select those most appropriate.

• ** Take an appropriate mix of courses from either Lifecycle, or Capability or both. 17 credits total required to

enter Managing Across the Lifecycle course.

Take 1 or both


91ITL100104 hours

ITIL v3Foundation Courses

ITIL v3Foundation

Courses

ITIL v3Foundation Courses

**ITIL v3Intermediate

CoursesComplete all as

appropriate

ITIL v3Managing Across

the Lifecycle5 credits

91ITL300235 days

ITIL v3Continual Service

ImprovementLifecycle Course

91ITL300133 days

ITIL® v3 Available Courses

ITIL v3IntermediateCapabilityCourses

ITIL v3IntermediateLifecycleCourses

ITIL v3FoundationCourses

ITIL v3 Planning,Protection andOptimizationCapability

91ITL301312.5 days +

10 hours WBT

ITIL v3 ServiceOfferings and

Agreements Capability91ITL30111

2.5 days +10 hours WBT

ITIL v3 OperationSupport and

Analysis Capability91ITL30121


ITIL v3 ServiceDesign Lifecycle

Course

91ITL300633 days

ITIL v3 ServiceTransition Lifecycle

Course

91ITL301033 days

ITIL v3 ServiceOperation Lifecycle

Course

91ITL300833 days

ITIL v3 ContinualService

ImprovementLifecycle Course

91ITL300133 days

ITIL v3Foundation

Bridge Course

91ITL200412 days

ITIL v2 to v3Bridging

Foundation

91ITL2001013 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 cour se.

4 credits each upon passing exam. 17 credits required to enter Managing Acr oss the Lifecycle course.

2 credits each upon passing Foundation exam. For v2 Practitioners, Service M anagers, and furtherclarification regarding credits needed we suggest you visit the Credit Profiler on the ITIL Of ficial websiteor contact your CA Ed ucation representative.

ITIL v2 to v3ManagerBridge

91ILT400134 days


91ITL100104 hours

Managing Ac rossthe Lifecycle

91ITL300235 days

ITIL v3Foundation

91ITL2002018 hours

ITIL v3Foundation

91ITL200313 days

ITIL v3 ServiceStrategy Lifecycle

Course

91ITL300933 days

ITIL v3 Release,Control and

Validation Capability91ITL30141


ITIL v3AwarenessCourses

ITIL v3BridgingCourses

ITIL v3CapstoneCourse




Course Pricing For local country prices and courses please go to your regional Education section of ca.com and

search using the appropriate course number.

Course Number Course Name (Course) Exams Inc?

91ITL10010 ITIL v3 Awareness Course N

91ITL20010 ITIL v2 to v3 Bridging Foundation N

91ITL20020 ITIL Version 3 Foundation Level Training N

91ITL20031 ITIL v3 Foundation Y

91ITL20041 ITIL v3 Foundation Bridge Course Y

91ITL30013 ITIL v3 Continual Service Improvement Lifecycle Course Y

91ITL30023 ITIL v3 Managing Across the Lifecycle Course Y

91ITL30063 ITIL v3 Service Design Lifecycle Course Y

91ITL30083 ITIL v3 Service Operation Lifecycle Course Y

91ITL30093 ITIL v3 Service Strategy Lifecycle Course Y91ITL30103 ITIL v3 Service Transition Lifecycle Course Y

91ITL30111 ITIL v3 Service Offerings and Agreements Capability Blended Y

91ITL30121 ITIL v3 Operational Support and Analysis Capability Blended Course Y

91ITL30131 ITIL v3 Planning, Protection and Optimization Capability Blended Course Y

91ITL30141 ITIL v3 Release, Control and Validation Capability Blended Course Y

91ITL40013 ITIL v2 to v3 Service Manager Bridge Y

Education Training CreditsBy utilizing CA Education’s Training Credits in the purchase of these education 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 Training Credit Benefits

• Discounts available off CA Education’s list price with every education delivery transaction

• Dedicated CA Education Advisors assigned to work with your organization to determine your

training needs and help design your delivery plan

• Individual or group skill assessments

• Balances can be used globally for any of our offerings

• One training credit = 1 unit of local currency

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

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 con-

tents of the ITIL v3 Foundation syllabus. The course introduces students

to the concept of the service lifecycle approach to IT Service Manage-

ment according to ITIL v3. This Bridging Course is designed to bring the

student’s 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 trainingcourses or as part of an overall bridging program to the v3 ITIL Expert

certification. Students will receive details on how to access and com-

plete the exam with their course registration confirmation. Access to the

course is available for 90 days from the date of registration confirma-

tion.

W

Thirteen (13) 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 ContinualService 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 the future ITIL v3

intermediate level training courses. Students will receive details on how

to access and complete the exam with their course registration confir-

mation. 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: Service

Strategy, Service Design, Service Transition, Service Operations and Con-

tinual 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 successfully complete

the associated 40-minute exam, required for entry into the future ITIL v3

intermediate level training courses.

I

O

V

Three (3) days

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 Infrastruc-

ture Library® (ITIL). The v3 Foundation Bridge Course trains previously

certified Foundation learners on the new contents of the ITIL v3 Founda-

tion syllabus. The course introduces students to the concept of the ser-

vice lifecycle approach to IT Service Management according to ITIL v3.

This Bridging Course is designed to bring the student’s level of knowl-

edge 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 CSIstage, 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 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 publi-

cations; focusing on business, management and supervisory objectives,

purpose, processes, functions and activities, and on the interfaces and

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

ITIL v3 Service Design Lifecycle Course 91ITL30063

This three-day course immerses students in the overall concepts, pro-

cesses, 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 disci-

plines 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 Operation Lifecycle Course 91ITL30083


processes, policies and methods associated with the Service Operation

phase of the Service Lifecycle. The course covers the management andcontrol of the activities and techniques within the Service Operation

stage, but not the detail of each of the supporting processes. This course




I

O

Three (3) days

ITIL v3 Service Strategy Lifecycle Course 91ITL30093

This three-day course immerses students in the overall concepts, pro-

cesses, policies and methods associated with the Service Strategy phaseof 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 de-

signed using an engaging scenario-based approach to learning the core

disciplines of the IT Infrastructure Library® (ITIL) best practices and posi-

tions the student to successfully complete the associated exam.

I

O

Three (3) days




ITIL v3 Service Transition Lifecycle Course 91ITL30103


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




I

O

Three (3) Days

ITIL® v3 Service Offerings and Agreements Capability Blended

Course91ITL30111

This blended 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 course uses an optimal mix of learning methods to provide learners

with the most effective way to build their ITIL knowledge with respect

to Service Offerings and Agreements and to apply this knowledge in real

life. Learners can complete e-learning modules on their own time to

build their knowledge and then participate in interactive instructor-led

classroom or virtual session to apply this knowledge in practice

I

Two and one-half

(2.5) days

AND

W

Ten (10) Hours

ITIL® v3 Operational Support and Analysis Capability Blended

Course91ITL30121

This blended 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






to Operational Support and Analysis, and to apply this knowledge in real

life. Learners can complete e-learning modules on their own time to

build their knowledge and then participate in interactive instructor-led

classroom or virtual session to apply this knowledge in practice. Thiscourse also positions the student to successfully complete the associ-

ated 90-minute exam.

I

Two and one-half

(2.5) days

AND

W

Ten (10) Hours




ITIL® v3 Planning, Protection and Optimization Capability Blended

Course91ITL30131

This blended course immerses students in the practical aspects of the IT

Infrastructure Library® (ITIL) v3 Service Lifecycle and processes associ-

ated with the Planning, Protection, and Optimization of services and






to Planning, Protection, and Optimization and to apply this knowledge

in real life. Learners can complete e-learning modules on their own time

to build their knowledge and then participate in interactive instructor-

led classroom or virtual session to apply this knowledge in practice. It

positions the student to successfully complete the associated 90-minute

exam.

I

Two and one-half

(2.5) days

AND

W

Ten (10) Hours

ITIL® v3 Release, Control and Validation Capability Blended Course 91ITL30141

This blended course immerses students in the practical aspects of the IT

Infrastructure Library® (ITIL) v3 Service Lifecycle and processes associ-

ated with the Release, Control and Validation of services and service de-

livery. 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.


with the most effective way to build their ITIL knowledge with respect to

Release, Control, and Validation and to apply this knowledge in real life.

Learners can complete e-learning modules on their own time to build

their knowledge and then participate in interactive instructor-led class-

room or virtual session to apply this knowledge in practice.

I

Two and one-half

(2.5) days

AND

W

Ten (10) Hours

ITIL v3 Service Manager Bridge Course 91ITL40013

n this intensive four day, instructor led course, participants will be

taught the principles and core content of the Service Lifecycle approach

to IT Service Management according to ITIL v3, along with the changes

from previous versions of ITIL. This course, introduces the Service Life-

cycle approach and the five stages within this approach: Service Strat-

egy, Service Design, Service Transition, Service Operation, and ContinualService 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. (Continued on next page)

I

O

Four (4) Days



90CAU10ITL01INT

Continued from ITIL v3 Service Manager Bridge 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 Manager’s 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 certifica-

tions at the Practitioner level, when the total number of recognized

credits is 12 or higher.

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.

edu catalog itil 209495

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