itil v3 and iso 20k cert schemes - itsm academy webinar
DESCRIPTION
From ITSM Academy's May 2008 WebinarTRANSCRIPT
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Exploring the ITIL® 3 d ISO/IEC 20000ITIL® v3 and ISO/IEC 20000
Certification Schemes
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About ITSM Academy
Accredited ITSM Education ProviderITIL® Foundation (v2 and v3) ITIL® v2/v3 Foundation and Manager Bridge CoursesITIL® v2 Practitioner, Service ManagergISO/IEC 20000 certificationsPractical workshops
PMI Global Registered Education ProviderPMI Global Registered Education ProviderPublic Training Center in Fort Lauderdale, FLCorporate on-site classesCorporate on site classesOver 14,000 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract (GSA)
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allowing ITSM Academy to become a premier provider of ITSM education to the US Government
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ITIL® v3 Certification Scheme
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The v3 Scheme has Four Levels
Level 3
Level 4 Advanced(Applied)
Expert (working title)
Level 2
Expert (working title)(Lead)
Intermediate Streams(Implement or Execute)( p )
Implement ExecuteLevel 1 Foundation
(Understand)
Implement Execute
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The Scheme is Credit Based
A minimum of 22 credits are needed to achieve ITIL ExpertFoundation – 2 credits
Advanced
Intermediate (Lifecycle and/or Capabilities) – 15 creditsManaging Across the Lifecycle – 5 credits
TBDProject Based
Managing Across the Lifecycle5 points
ITIL Expert
Mandatory
j
Release, Control and Validation (RCV)
Service Offerings and Agreement (SOA)3 points each 4 points each
SS SDST
CSISOMix and Match (15 credits)
Mandatory
Lifecycle Stream Capability Stream
Operational Support and Analysis (OSA)
Planning, Protection and Optimization (PPO)
Release, Control and Validation (RCV)SS
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v3 Foundation2 points © ITSM Academy 2008
Mandatory
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The Intermediate “Streams”
Lifecycle Modules (5 courses, 3 credits each)A 3 day course per lifecycle stage (or OGC book)Focuses on implementing a particular lifecycle stage
Capabilities Modules (4 courses 4 credits each)Capabilities Modules (4 courses, 4 credits each)A 5 day course per logical process cluster
Release, Control and Validation (RCV)Operational Support and Analysis (OSA)Service Offerings and Agreement (SOA)Planning, Protection and Optimization (PPO)
Focuses on executing integrated processes
Lifecycle modules are for those working “on” the processes. Capabilities mod les are for those orking “in” the processes
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Capabilities modules are for those working “in” the processes.You can build a custom training plan from either or both streams.
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What’s Covered in the Capabilities Stream?
Release, Control and Validation (RCV)• Change Management
Release And Deployment Management
Operational Support and Analysis (OSA)• Event Management
Incident Management• Release And Deployment Management• Service Validation And Testing• Service Asset & Configuration Mgmt• Knowledge Management
Request Fulfillment
• Incident Management • Request Fulfillment • Problem Management • Access Management
Service Operation Functions• Request Fulfillment• Service Evaluation
• Service Operation Functionso Service Desko Technical Managemento IT Operations Management
Application Managemento Application Management
Service Offerings and Agreement (SOA)• Service Portfolio Management
Service Level Management
Planning, Protection and Optimization (PPO)• Capacity Management
Availability Management• Service Level Management• Service Catalog Management• Demand Management• Supplier Management
Financial Management
• Availability Management• IT Service Continuity Management• Information Security Management• Demand Management
Risk Management for Ser ice Planning
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• Financial Management • Risk Management for Service Planning Protection and Optimization
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What About v3 Pins?
Foundation Capabilities Lifecycle
Expert Advanced
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Bridging from v1/v2 to v3
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The Bridging Scheme
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Bridging Credits
v1 / v2 Certification Credit Bridge Certification Bridge Creditv2 Foundation: 1.5 v2 – v3 Foundation Bridge 0.5v2 Practitioner Clusters:
Holders of 12 or more credits 10
Plan & Improve 3.5Agree & Define 3.5Support & Restore 3.5 o de s o o o e c ed s
must pass both v3 Managers Bridge and Managing Across the Lifecycle, to achieve ITIL
Expert™ Certification
0Mgrs Bridge – 5
MATL – 5
Release & Control 3.5v2 Practitioner Single:Service Desk & Incident Man 2Service Level Management 2 pe Ce ca oRelease Management 2Problem Management 2IT Service Continuity Man 2Financial Management 2Configuration Management 2Change Management 2Capacity Management 2Availability Management 2
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v1/ v2 Service Manager: 17 v3 Managers Bridge 5
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When will v2 Courses be Retired?
ITIL v2 courses are still available No date has yet been announced for the retirement of any ITIL v2 coursesy
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ISO/IEC 20000ISO/IEC 20000 Certification Scheme
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ISO/IEC 20000 Model3. Requirements for a management system4 Planning and implementing service management4. Planning and implementing service management5. Planning and implementing new or changed services
6. Service Delivery ProcessesCapacity Service Level Information Security
Management Management Management
Service Continuity and Availability Management
Service Reporting
Budgeting and Accounting for IT Services
9 C t l P
10. Release Processes 8. Resolution Processes
7. Relationship ProcessesBusiness Relationship
9. Control ProcessesChange Management
Configuration Management
Release Management8. Resolution Processes
Incident ManagementProblem Management
Business Relationship Management
Supplier Management
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IT Service Management according to ISO/IEC 20000 SchemeISO/IEC 20000 Scheme
Competencies
Support Processes
Control and ReleaseProcesses
Relationship Processes
Service Delivery Processes
© ITSM Academy15The scheme was developed and is accredited by EXIN
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Other Upcoming Certifications
Microsoft Operations Framework 4.0New version of MOF released 4/2008Lifecycle basedFoundation level course and exam (Q3/4 2008)( )Developed by MicrosoftAccreditation and examination through EXIN
Certified Process Design Engineer (CPDE)SM
5 day prescriptive course for designing, re-engineering,5 day prescriptive course for designing, re engineering, improving and measuring processes (Q4 2008)Applies to all process frameworks or standardsDeveloped by ITSM Academy
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Developed by ITSM AcademyAccreditation and examination through LCS
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Want to Learn More?
Now available®ITIL® v3 books
(www.itsmbookstore.com)ITIL® v3 Foundation CourseITIL® v3 Foundation Bridging CourseITIL® v3 Managers Bridge CourseISO 20K Foundation CourseISO 20K Foundation Course
Coming soonITIL® v3 Capability and Lifecycle modules3 Capab ty a d ecyc e odu esITIL® v3 Managing Across the Lifecycle courseISO 20K Professional Level ModulesMOF 4 0 Essentials course
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MOF 4.0 Essentials courseCertified Process Design Engineer (CPDE)SM
course
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ITSM Academy, Inc.
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