Clarifying Lifecycle and Capability courses - …® V3 Certification Scheme ©ITSM Academy 2009. The V3 Scheme has Four Levels ... Operational Support and Analysis (OSA) Planning,

What’s the Difference? Cl if i Lif l d C bilitClarifying Lifecycle and Capability Intermediate Knowledge

©ITSM Academy 2009

About ITSM Academy

Accredited ITSM Education Provider

Public Training in Fort Lauderdale, Dallas and

ITIL® Foundation (V2 and V3) ITIL® V3 Bridge – Foundation and Managers Bridge

,Washington, DCCorporate on-site classesPMI Global Registeredg g

ITIL® V3 Lifecycle and Capability coursesITIL® V2 Practitioner, Service

PMI Global Registered Education ProviderFederal Government Schedule (GSA) ContractorManager

Microsoft Operations Framework (MOF) FoundationISO/IEC 20000

Schedule (GSA) Contractor Certified Woman Owned BusinessTens of thousands ofISO/IEC 20000 courses

Certified Process Design Engineer (CPDE)®

Practical Value Add

Tens of thousands of learners trained since 2003

2

Practical, Value-Add Workshops, Simulations and Clinics

ITSM Academy Partners

3

An Overview of theAn Overview of the ITIL® V3 Certification Scheme

©ITSM Academy 2009

The V3 Scheme has Four Levels

Level 3

Level 4 Advanced(Applied)

Expert

Level 2

Expert (Lead)

Intermediate Streams(Implement or Execute)( p )

Implement ExecuteLevel 1 Foundation

(Understand)

Implement Execute

5©ITSM Academy 2009

The Scheme is Credit BasedA minimum of 22 credits are needed to achieve ITIL Expert™

Foundation – 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


v3 Foundation2 points © ITSM Academy 2008

Mandatory

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 modules are for those working “in” the processes.

The Exams

Intermediate are scenario based with gradient scoringNinety minutesEight complex questionsSeparate scenario bookletSeparate scenario bookletFour possible and detailed answersScoring is

Five marks for best answerThree marks for good answerOne mark for okay answerOne mark for okay answerZero marks for wrong answer

Learners must achieve 28/40 or 70% to pass


Capability vs LifecycleCapability vs. Lifecycle Courses

©ITSM Academy 2009

Capability Courses

V3 Capability V2 Practitioner

Capability courses are V3 equivalents to V2 Practitioner courses

Release Control & Validation (RCV) = Release and Control (IPRC)Operational Support & Analysis (OSA = Support and Restore (IPSR)Service Offerings & Agreements (SOA) = Agree and Define (IPAD)

Focus on executing and improving existing related processes

Service Offerings & Agreements (SOA) Agree and Define (IPAD)Planning, Protection & Optimization (PPO) = Plan and Improve (IPPI)

Focus on executing and improving existing related processesCovers a detailed view of process inputs, activities, concepts, metrics and outputs of each process May cross lifecycle stages or V3 booksTargets process managers, line managers and those who will

t d il ti iti


execute process daily activities

What’s Covered in Capabilities Stream?Release, Control and Validation (RCV)• Change Management• Release And Deployment Management

S i V lid ti A d T ti

Operational Support and Analysis (OSA)• Event Management • Incident Management

R t F lfill t• Service Validation And Testing• Service Asset & Configuration Mgmt• Knowledge Management• Request Fulfillment

• Request Fulfillment • Problem Management • Access Management • Service Operation Functionsq

• Service Evaluationp

o Service Desko Technical Managemento IT Operations Management

A li ti M to Application Management

Service Offerings and Agreement (SOA)• Service Portfolio Management

Planning, Protection and Optimization (PPO)• Capacity Managementg

• Service Level Management• Service Catalog Management• Demand Management

S li M t

p y g• Availability Management• IT Service Continuity Management• Information Security Management

D d M t


• Supplier Management• Financial Management

• Demand Management• Risk Management for Service Planning

Protection and Optimization

Lifecycle CoursesV3 Lifecycle

ITIL V2 Service Strategy (SS)Service Design (SD)

Service Manager

Service Design (SD)Service TransitionService OperationC ti l S i I t

Looks at implementing an entire lifecycle stageE l t ti iti l ti hi l

Continual Service Improvement

Explores stage activities, process relationships, roles, responsibilities and implementation considerationsCovers one ITIL® V3 publication in each courseCovers one ITIL V3 publication in each courseTargets ITSM project teams, process owners, lifecycle stage managers, consultants and ITSM stakeholders


Is the V3 process equivalent of Service Manager

The Value of Modular Lifecycle Courses

Unlike V2 Service Manager, training can span a longer period of time while building credits towards ITIL Expert™period of time while building credits towards ITIL Expert

CSIService Strategy

Service Design

Service Transition

Service Operation

Lifecycle knowledge can also be spread across multiple learners, based on roles and responsibilitiesAllows for "just-in-time“ educationjCan be taken in the order that makes sense to you

It is highly recommended that organizations have at least one “ITIL E t™“ t th t ll t f th i lif l


“ITIL Expert™“ to ensure that all aspects of the service lifecycle are understood and considered.

You Can Mix and MatchSS CSI

Your education plan can include f b th t

SDRCV

courses from both streamsThe Credit Profiler

Helps learners build a balanced path to ITIL Expert™

OSA

Helps learners build a balanced path to ITIL ExpertCan be based on completed or potential coursesGenerates a comments and recommendation reportHelps learners plan their educationCan be found at http://www itil-officialsite com/itilmapping/v2/map asphttp://www.itil-officialsite.com/itilmapping/v2/map.asp

A “balanced” education plan ensures that you have sufficient knowledge to succeed in “Managing Across the Lifecycle”


g g g yand earning ITIL Expert™ certification.

Intermediate Courses and ITIL Expert™

You can earn enough credits through either the Lif l C bilit t t t “M iLifecycle or Capability stream to enter “Managing Across the Lifecycle” (15 credits plus 2 for Foundation)“Managing Across the Lifecycle” (MALC) is theManaging Across the Lifecycle (MALC) is the gateway course and exam to achieve ITIL Expert™ certificationA h i li MALCAs the name implies, MALC brings it all together and considers softer, but tougher issues such , gas organizational change

ITIL® V3 Expert Pin


Roles and IntermediateRoles and Intermediate Courses

©ITSM Academy 2009

Roles and Capabilit

Role Recommended v3 Capability CoursesNetwork Operations Operational Support and Analysis (OSA)

Planning, Protection and Optimization (PPO) Capability Courses

Release, Control and Validation, (RCV)Desktop Support Operational Support and Analysis (OSA)

Planning, Protection and Optimization (PPO) Release, Control and Validation, (RCV)

Data Center Management Operational Support and Analysis (OSA)Planning, Protection and Optimization (PPO) Release, Control and Validation, (RCV)

Server Management Operational Support and Analysis (OSA)Planning, Protection and Optimization (PPO) Release, Control and Validation, (RCV)

Change and Configuration Release, Control and Validation, (RCV)Asset Management Release, Control and Validation, (RCV)g , , ( )Development/Engineering Release, Control and Validation, (RCV)

QA and Testing Release, Control and Validation, (RCV)Service Desk Operational Support and Analysis (OSA)S it d IA O ti l S t d A l i (OSA)Security and IA Operational Support and Analysis (OSA)

Planning, Protection and Optimization (PPO) Release, Control and Validation, (RCV)

Account Management Service Offerings and Agreement (SOA)Fi i l M t S i Off i d A t (SOA)


Financial Management Service Offerings and Agreement (SOA)Contracting Service Offerings and Agreement (SOA)Project Management Service Offerings and Agreement (SOA)

Roles and Role Recommended Lifecycle Course

Business Development and Capture Managers

Service StrategyService Design

S i D li d A t M S i St t

Lifecycle Courses

Service Delivery and Account Managers Service StrategyService Design

Senior Process and Procedure Engineers

Service DesignService TransitionS i O tiService OperationContinual Service Improvement

Senior Application Developers and Managers

Service DesignService Transition S i O tiService OperationContinual Service Improvement

Senior Data and Network Facility Operations Managers

Service DesignService Transition S i O tiService OperationContinual Service Improvement

Senior Development, Testing and QA/QC Managers

Service Transition Continual Service Improvement

P j t C t ll S i St tProject Controllers Service StrategyService DesignContinual Service Improvement

QMS Managers Continual Service ImprovementP j t M S i D i


Project Managers Service DesignService Transition Continual Service Improvement

Course Availability

Currently AvailableRelease Control and

Q2/Q3 2009Pl i P t ti dRelease, Control and

Validation (RCV)Operational Support and Analysis (OSA)

Planning, Protection and Optimization (PPO)Service Strategy

Analysis (OSA)

Q1/Q2 2009Continual Service

Service Design

Continual Service Improvement (CSI)Service Offerings and Agreements (SOA)Agreements (SOA)Service TransitionService Operation

19

A whitepaper describing the certification scheme and recommended role-based training is available at

http://www.itsmacademy.com/files/ITIL_V3_Qualification_Scheme.pdf

Questions and Answers

Thank you for attending

Jayne Groll, PresidentITSM Academy, [email protected]. 888. 872. ITSM (4876)


Documents

Clarifying Lifecycle and Capability courses - …® V3 Certification Scheme ©ITSM Academy 2009. The V3 Scheme has Four Levels ... Operational Support and Analysis (OSA) Planning,