1 ITIL Training & Certification Programs

ITIL Training & Certification

Programs v1.0

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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

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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

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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

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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

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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.

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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