itil training catalog 3832

8/3/2019 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.


3/20

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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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.


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 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 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


5 days

ITIL v3 Release,

Control and

Validation


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 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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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


12/20


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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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


14/20


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


IT Infrastructure Library (ITIL) v3 Service Lifecycle and processes as-

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




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



associated with the Release, Control and Validation of services and

service delivery. The main focus of this course is on the operational level





designed using an engaging scenario-based approach to learning thecore disciplines of the ITIL best practices. This course also positions the



I

O

Five (5) days


15/20


ITIL v3 Service Design Lifecycle Course 91ITL30063


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


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



associated with the Service Offerings and Agreements of services and







core disciplines of the ITIL best practices. This course also positions the



I

O

Five (5) days

ITIL v3 Service Operation Lifecycle Course 91ITL30083


processes, policies and methods associated with the Service Operation


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


16/20


ITIL v3 Service Strategy Lifecycle Course 91ITL30093


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





associated exam.

I

O

Three (3) days

ITIL v3 Service Transition Lifecycle Course 91ITL30103


processes, policies and methods associated with the Service Transition


control of the activities and techniques within the Service Transition





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.

I

O

Four (4) Days


17/20


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.

I

O

Three (3) Days


18/20


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


19/20


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


20/20

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

itil training catalog 3832

Documents