The ITIL Certification Development Path

© Pink Elephant, 2016. All Rights Reserved.

Kuala Lumpur, March 24, 2016

ITIL SPO DEVELOPMENT PATH

Pink Elephant

1

Pink Elephant – Leading The Way In IT Management Best Practices

What it the purpose of this ITIL SPO Development Path Presentation?1. To explain the ITIL Certification

Scheme2. To provide guidance on what

courses to take and in which order to facilitate an optimal learning experience

3. To provide an overview of Pink Elephant’s Self Paced Online (SPO) e-learning solution for ITIL Certification

2

© Pink Elephant, 2016. All Rights Reserved. 3

Most people who are first looking to pursue ITIL Certification may find that the ITIL Certification Scheme can be quite complex.

In this section, we aim aim to explain the structure of the ITIL Certification Scheme and the differences between the ITIL Intermediate Modules that can be pursued after the ITIL Foundation Certification.

ITIL Certification Explained

1


The ITIL Certification Scheme


Credit Based Study Path The ITIL® Certification Scheme is based on a credit recognition

system. Credits are assigned by course, and entry- level credit requirements are defined for certain courses.

22 credits are required in order to achieve the ITIL® Expert Certification.

The pre-requisite for entry into any of the intermediate courses, (other than Managing Across the Lifecycle), is ITIL® Foundation.

The pre-requisite for entry into the Managing Across the Lifecycle Course is 17 credits.

5

Structure of the Certification Scheme

How Many Credits is Each Course Worth?

ITIL Foundation 2 Credits

ITIL Practitioner 3 Credits

ITIL Intermediate Lifecycles 3 Credits per Module

ITIL Intermediate Capabilities 4 Credits per Module

ITIL Managing Across the Lifecycle 5 Credits


Lifecycles vs. Capabilities – The Difference ExplainedMany people get confused about the difference between Lifecycles and Capabilities, since they cover the same processes of the ITIL Lifecycle. The most important difference to remember is:1. The Intermediate Capability courses are focused on the operational

activities of the in-scope processes;2. The Intermediate Lifecycle courses are focused on the managing and

controlling activities of the in-scope processes. For example, in the Lifecycle courses, all the processes associated with the lifecycle phase are covered in approximately 6-8 hours; in the Capability courses you can spend up to 5 hours covering one process within the same lifecycle phase in full detail.

What is ITIL Practitioner?ITIL Practitioner is a new course (launched in February 2016) that is aimed at developing the competencies to adopt, adapt and apply the ITIL Framework. This certification is aimed at a number of Guiding Principles to facilitate the Implementation of ITIL.

6

Lifecycles, Capabilities and Practitioner


ITIL FoundationBasic fundamentals of the ITIL® Service Lifecycle approach to service management and the in-scope processes that support the quality delivery of services to enable business outcomes. Successful certification in this course is a pre-requisite to enter the Intermediate Course stream. There is no pre-requisite to enter this course.

ITIL Practitioner Other ITIL courses teach the “what” you have to know, and not the “how” to implement. It is important to understand that knowledge of ITIL good practices alone does not guarantee the success of IT Service Management (ITSM) initiatives. ITIL practices need to be “Adopted” and “Adapted” to the specific circumstances and requirements of the organization. But how is this done? The ITIL Practitioner course ensures that an ITSM approach will deliver real business value.

7

ITIL Foundation and Practitioner


Service Strategy- Strategy Management for IT Services,- Financial Management- Demand Management, - Service Portfolio Management,- Business Relationship Management

8

The five ITIL Intermediate Lifecycles

Service Transition- Change Management- Service Release and Deployment Management- Service Validation and Testing, - Asset and Configuration Management,- Knowledge Management- Change Evaluation- Transition Planning and Support

Service Design- Design Coordination Management, - Service Level Management, - Availability Management,- Capacity Management- IT Service Continuity Management,- Service Catalogue Management, - Information Security Management, - Supplier Management

Continual Service Improvement- 7-Step Improvement Process- Quality Management- Service Measuring and Reporting

Service Operation- Event Management- Incident Management,- Request Fulfillment- Problem Management- Access Management- Service Desk- Technical Management- IT Operations Management- Application Management


Service Offerings and Agreements- Business Relationship Management- Service Portfolio Management- Service Level Management- Service Catalogue Management- Demand Management,- Supplier Management- Financial Management

9

The four ITIL Intermediate Capabilities

Planning, Protection and Optimization- Availability Management- Capacity Management- IT Service Continuity Management- Demand Management- Information Security Management

Release, Control and Validation- Change Management- Service Release and Deployment Management- Service Validation and Testing- Service Asset and Configuration Management- Knowledge Management- Request Fulfillment- Change Evaluation

Operational Support and Analysis- Event Management- Incident Management,- Request Fulfillment- Problem Management,- Access Management- Service Desk- Technical Management- IT Operations Management- Application Management


ITIL Expert CertificationManaging Across the Lifecycle is a five-day course that provides a holistic picture of the critical learning points and knowledge IT management staff require on key organizational topics such as: governance structures, roles, functions, process dependencies, complementary frameworks, service assessments and the management of change issues related to the ITIL service lifecycle.

ITIL Master CertificationThe most recent release within the Official ITIL® Accreditor qualification scheme is the ITIL® Master certification. The pre-requisite to enter the ITIL® Master program is your ITIL® Expert certification and at least five years direct leadership / management experience in demonstrable practical implementation of the ITIL® best practice.

10

ITIL Expert and ITIL Master


Now that you know how the ITIL Certification Scheme has been built up and what topics and processes are covered in each course, the next question arises: What ITIL Certification is relevant for me and in which order shall I pursue the different modules?

This section advises on three different Career Development roadmaps based on common job descriptions.

ITIL Development Paths

2


Role Training Value for Role Recommended Package

Courses

IT Infrastructure & Application Management

This stream focuses on the knowledge and skills to: • Develop and deliver IT strategy

aligned to business requirements • Present, position and articulate value

of IT in support of the business • Operate and manage within the

processes to plan, protect, optimize and release, control & validate services

• Manage and control service delivery and processes within the Service Operation Lifecycle phase of the Service Lifecycle

• Support, manage, control and lead Continual Service Improvement programs

IT Management “In-Depth” Stream

Service Strategy Lifecycle

Planning Protection & Optimization Capability

Release Control & Validation Capability Service Operation Lifecycle

Continual Service Improvement Lifecycle

Managing Across the Lifecycle

ITIL® Expert Certificate received with successful completion of all included exams

12

IT Infrastructure & Application Roles



Courses

Quality, Risk & Compliance Management

Includes roles such as: IT Quality Assurance Director / Manager, COBIT Project Director / Manager, IT Risk & Compliance Director / Manager

This stream focuses on the knowledge and skills to: • Assess and manage risk associated

with IT service delivery in support of compliance, regulatory and quality initiatives

• Support, manage and control Continual Service Improvement programs

Quality, Risk & Compliance Management Knowledge Focus



Release Control & Validation Capability

Certificates received for each successful exam

13

Quality, Risk and Compliance Roles



Courses

IT Front-Line Staff

Includes Analyst & Coordinator roles in the IT Infrastructure,IT Application, IT Operations, NOC, Service Desk groups

This stream focuses on the knowledge and skills to: • Operate and manage within the

processes to plan, protect, optimize, release, control, validate, operate, support and analyze services and service delivery

• Support and deliver within Continual Service Improvement programs

Infrastructure Front-Line Knowledge Focus


Release Control & Validation Capability

Operational Support & Analysis Capability


Certificates received for each successful exam

14

IT Front Line and Support Roles


Pink Elephant offers a Self Paced Online (SPO) E-Learning Solution with which delegates are able to complete every existing ITIL module on their own pace and take the corresponding exam online.

This section gives a brief overview of Pink Elephant’s SPO solution and highlights key functionalities of the solution.

ITIL SPO E-Learning Solution

3


Highlights of Pink Elephant’s SPO ITIL Solution Pink Elephant is the only Accredited Training Organization that

has all ITIL Training Modules (including ITIL Expert) in online format.

All SPO courses are globally certified by both PeopleCert and APMG International.

Delegates who take the SPO training course can immediately take the exam online and receive instant results of their exam scores.

Delegates can learn in their own pace, anytime, anywhere. Every course contains the official classroom materials, study

guides and syllabi. Expert Passes and Team Bundles are available as packaged

bundles to facilitate large scale solutions for Enterprises.

16

ITIL SPO Courses and Exams


Pink Elephant’s E-Learning Portal (can be customized to customized branding):

17

Pink Elephant’s E-Learning Portal


Modular Courses and Content


Interactive Videos


Online Quizzes and Exams


Jan-Willem MiddelburgRegional Director [email protected]

Thank You Very Much!

mailto:[email protected]

mailto:[email protected]