ITIL® V3 and ISO/IEC 20000 Certification Schemes

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Information about ITIL® V3 and ISO/IEC 20000 Certification Schemes

Published on January 14, 2009

Author: mattio



From ITSM Academy's May 2008 Webinar

Exploring the ITIL® v3 and ISO/IEC 20000 3d Certification Schemes © ITSM Academy

About ITSM Academy Accredited ITSM Education Provider ITIL® Foundation (v2 and v3) ITIL® v2/v3 Foundation and Manager Bridge Courses ITIL® v2 Practitioner, Service Manager g ISO/IEC 20000 certifications Practical workshops PMI Global Registered Education Provider Public Training Center in Fort Lauderdale, FL Corporate on-site classes on site Over 14,000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government 2 © ITSM Academy

ITIL® v3 Certification Scheme © ITSM Academy

The v3 Scheme has Four Levels Level 4 Advanced (Applied) Level 3 Expert (working title) (Lead) Intermediate Streams Level 2 (p (Implement or Execute) ) Implement Execute Foundation Level 1 (Understand) 4 © ITSM Academy

The Scheme is Credit Based A minimum of 22 credits are needed to achieve ITIL Expert Foundation – 2 credits Intermediate (Lifecycle and/or Capabilities) – 15 credits Managing Across the Lifecycle – 5 credits TBD Advanced Project Based j ITIL Expert 5 points Managing Across the Lifecycle Mandatory 4 points each 3 points each CSI Service Offerings and Agreement (SOA) Mix and Match (15 credits) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Capability Stream Lifecycle Stream © ITSM Academy 2008 2 points Mandatory v3 Foundation 5 © ITSM Academy

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) courses, 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 working “in” the processes modules orking processes. You can build a custom training plan from either or both streams. 6 © ITSM Academy

What’s Covered in the Capabilities Stream? Release, Control and Validation (RCV) Operational Support and Analysis (OSA) • Change Management • Event Management • Release And Deployment Management • Incident Management • Service Validation And Testing • Request Fulfillment • Service Asset & Configuration Mgmt • Problem Management • Knowledge Management • Access Management • Request Fulfillment • Service Operation Functions • Service Evaluation o Service Desk o Technical Management o IT Operations Management o Application Management Service Offerings and Agreement (SOA) Planning, Protection and Optimization (PPO) • Service Portfolio Management • Capacity Management • Service Level Management • Availability Management • Service Catalog Management • IT Service Continuity Management • Demand Management • Information Security Management • Supplier Management • Demand Management • Financial Management • Risk Management for Service Planning Ser ice Protection and Optimization 7 © ITSM Academy

What About v3 Pins? Foundation Capabilities Lifecycle Expert Advanced 8 © ITSM Academy

Bridging from v1/v2 to v3 © ITSM Academy

The Bridging Scheme 10 © ITSM Academy

Bridging Credits v1 / v2 Certification Credit Bridge Certification Bridge Credit v2 Foundation: 1.5 v2 – v3 Foundation Bridge 0.5 v2 Practitioner Clusters: Plan & Improve 3.5 Agree & Define 3.5 Support & Restore 3.5 Holders of 12 or more credits o de s o o o e c ed s 10 0 Release & Control 3.5 must pass both v3 Managers Mgrs Bridge – 5 v2 Practitioner Single: Bridge and Managing Across MATL – 5 Service Desk & Incident Man 2 the Lifecycle, to achieve ITIL Service Level Management 2 Expert™ Certification pe Ce ca o Release Management 2 Problem Management 2 IT Service Continuity Man 2 Financial Management 2 Configuration Management 2 Change Management 2 Capacity Management 2 Availability Management 2 v1/ v2 Service Manager: 17 v3 Managers Bridge 5 11 © ITSM Academy

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 courses y 12 © ITSM Academy

ISO/IEC 20000 Certification Scheme © ITSM Academy

ISO/IEC 20000 Model 3. Requirements for a management system 4. 4 Planning and implementing service management 5. Planning and implementing new or changed services 6. Service Delivery Processes Capacity Service Level Information Security Management Management Management Service Continuity and Service Budgeting and Accounting Availability Management Reporting for IT Services 9. Control Processes 9 C t lP Change Management Configuration Management 10. Release 7. Relationship Processes Processes 8. Resolution Processes Business Relationship Release Management Management Incident Management Supplier Management Problem Management © ITSM Academy

IT Service Management according to ISO/IEC 20000 Scheme Competencies Support Control and Release Relationship Service Delivery Processes Processes Processes Processes The scheme was developed and is accredited by EXIN 15 © ITSM Academy

Other Upcoming Certifications Microsoft Operations Framework 4.0 New version of MOF released 4/2008 Lifecycle based Foundation level course and exam (Q3/4 2008) ( ) Developed by Microsoft Accreditation and examination through EXIN Certified Process Design Engineer (CPDE)SM 5 day prescriptive course for designing, re-engineering, re engineering, improving and measuring processes (Q4 2008) Applies to all process frameworks or standards Developed by ITSM Academy Accreditation and examination through LCS 16 © ITSM Academy

Want to Learn More? Now available ITIL® v3 books ( ITIL® v3 Foundation Course ITIL® v3 Foundation Bridging Course ITIL® v3 Managers Bridge Course ISO 20K Foundation Course Coming soon ITIL® v3 Capability and Lifecycle modules 3 Capab ty a d ecyc e odu es ITIL® v3 Managing Across the Lifecycle course ISO 20K Professional Level Modules MOF 4.0 Essentials course 40 Certified Process Design Engineer (CPDE)SM course 17 © ITSM Academy

ITSM Academy, Inc. 18 © ITSM Academy

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