itil training & certification
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1 ITIL Training & Certification Programs
ITIL Training & Certification
Programs v1.0
2 ITIL Training & Certification Programs
United Group (UniG) • UniG, an IT Solutions Provider, offering specialised engagement
in the area of Business Process Automation and Service
Management.
• Founded in 2010 – Dubai - UAE
• Market Region: UAE & Middle-East
• Services Offering:
IT Service Management Training
ICT Management Consulting
Enterprise Software Solutions
About us
3 ITIL Training & Certification Programs
“IT is the Business,
Business is the IT”
Facts,
• No business can survive these days without it’s IT systems,
even fairly small concerns have become reliant on
technology to enable them to survive in the competitive
markets of today.
However,
• The IT Service Organisation’s success is no longer
determined by its ability to just build and acquire technical
assets.
As a result,
• Because Business is highly depending on IT, IT Service
Organization has to perform at its highest peak efficiency to
support the Business to enable it to survive.
How long would Your Organisation survive without IT Services?
Apply ITIL
4 ITIL Training & Certification Programs
IT Service Management Consulting Services
• ITIL/ISO20000 Service Management Assessment & Benchmark
• ITIL process development & implementation
• ISO20000 Advisory & Support
• Information Security Management policies & process development
based on ISO27001
• IT Risk Management
• Business Continuity Management & Contingency planning
5 ITIL Training & Certification Programs
IT Service Management Training
ITIL ® V3 Foundations
• ITIL ® V3 Foundation
• ITIL ® V3 Foundation Bridge
• ITIL ® V3 Foundation Plus – Interactive
E-Learning
• ITIL ® V3 Foundation
• ITIL ® V3 Foundation Bridge
http://www.eas-quest.com/e-learning.htm
ITIL ® V3 Intermediate
• ITIL® Service Strategy
• ITIL® Service Design
• ITIL® Service Transition
• ITIL® Service Operation
• ITIL® Continual Service Improvement
• ITIL® Operational Support and Analysis
• ITIL® Planning Protection and Optimization
• ITIL® Release Control and Validation
• ITIL® Service Offerings and Agreements
ITIL Masters & Expert
• ITIL® V2 Service Manager
• ITIL® V3 Manager Bridge
• ITIL® Managing Across the Lifecycle
Apollo 13 ITSM Simulation Case Experience™
ITIL® Training: All our courses are accredited
6 ITIL Training & Certification Programs
ITIL® (IT Infrastructure Library) • ITIL stands for the IT Infrastructure Library, published by the Office
of Government Commerce (OGC) now know as The Cabinet Office) in Great Britain. ITIL is a series of published books that each cover a core essential area of IT Management. The publication provides a common ground for the different components within a business to discuss service management.
• ITIL ® is registered trademark of The Cabinet Office in the United Kingdom and other countries
• ITIL Publications ‘A Brief History’:
ITIL V1 - first published in 1989 by UK’s government CCTA (Central Computer and Telecommunications Agency) OGC, Now it is known as The Cabinet Office.
• ITIL V2 – published in 2000 • Improved for international audience • New types of service delivery
• ITIL V3 – published in 2007 (new updates edition 2011)
• Lifecycle model • Greater focus on strategy and business outcomes
7 ITIL Training & Certification Programs
ITIL® (IT Infrastructure Library) ITIL has the following components:
• The ITIL Core – Best practice guidance applicable to all types of
organizations who provide services to a business
The ITIL core publications are:
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
• The ITIL Complementary Guidance – A complementary set of
publications with guidance specific to industry sectors, organization
types, operating models and technology architectures.
• Examples: ISO20000, ISO27001, COBIT, PRINCE® 2, etc
ITIL
Service
Strategy
Service Transition
Continual Service
Improvement
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ITIL Qualifications - Scheme Structure
Based on The Cabinet Office ITIL® material. Reproduced under
licence from The Cabinet Office
ITIL Intermediate courses (Capability Modules):
(PPO) Planning, Protection and Optimization
(SOA) Service Offerings and Agreements
(RCV) Release, Control and Validation
(OSA) Operational Support and Analysis
4 credits each individual capability course 3 credits
each
individual
lifecycle
course
2 credits for Foundation
5 credits for MALC
22 credits minimum to achieve the ITIL Expert
9 ITIL Training & Certification Programs
ITIL ® Foundation - Course Objectives
Provide clear understanding of the ITIL Framework including the
processes within service lifecycle Learn ITIL best practice framework
(all processes and their activities)
Recognised the need to exploit changes in technology and deliver
business results through technology rather than with technology
Understand the benefits of Continual Service Improvement to the
organisation
Identify the opportunities to develop the ITIL Service Management
processes within your organisation
Achieve the ITIL® Foundation Certificate (for candidates who wish to
take the examination)
ITIL ® is registered trademark of The Cabinet Office in the United Kingdom and other countries
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ITIL® Foundation Exam
• IT Service Management Foundation Certificate (based on ITIL®)
• Paper based / Web based
• 60 minutes, closed book exam
• 40 multiple choice questions
• A score of 65% or more is considered a passing grade
• The recommended number of study days is three which can include
the official Foundation Exam.
• Attempting as many sample examination questions as possible is
strongly recommended.
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
The Swirl logo ™ is a Trade Mark of the Cabinet Office.
11 ITIL Training & Certification Programs
References
ITIL/ISO20000 – ITSM Process Implementation
ITIL Training Programs
Software Solutions:
Ministry of Environment & Water is so far the first and only UAE federal ministry achieving the ISO20000 certificate under assistance of UniG & audited by (Intertek).
ISO27001 – Information Security Management - Implementation