IT Infrastructure Library (ITIL) Training Services Overview

IT Infrastructure Library (ITIL) TrainingServices OverviewSelecting the Appropriate Training Partner & Delivery ChannelPrepared For:Our Valued Clients

AgendaIntroductionsWho is NAIWhy Choose NAIOur Training ApproachDistant Learning OverviewITIL v3 Intermediate & Advanced Course AvailabilityWhy Choose NAI?ITIL Training ApproachEntire contents 2008Page 2

IntroductionsITIL Training ApproachEntire contents 2008Page 3

Who is Nouri Associates, Inc.?Founded in 2001, NAI is a specialist provider of Consulting, Trainingand On-Demand solutions in the area of IT management and controlbest practices using globally accepted best practices standards andframeworks such as ISO 20000, ITIL, eSCM, PMBOK, CMMI and COBIT.We focus in four key practice areas:IT Strategic Planning and Governance2) Enterprise IT Architecture3) Business and IT Service Management (BSM and ITSM)4) Strategic Sourcing1)Within our Service Management practice, we help our clients:Define and manage their Service Management Program and goalsTrain and certify the internal team to become self-sufficientDefine and optimize processes and operationsMeasure and benchmark business and IT improvementsClose automation gaps in their Service Management portfolio withaffordable On-Demand solutions (monthly, based on actual use).ITIL Training ApproachEntire contents 2008Page 4

Who is Nouri Associates, Inc.? (cont’d)We have developed specialized capabilities in ITIL and Business andIT Service Management (BSM & ITSM) on a global scaleSenior consultants with 18 years of experience in the IT industry, ITILcertification and deep ITSM consulting and deployment experienceAll instructors are ITIL Manager certified with a consistent record ofsuccessful training and consulting engagementsEXIN ATP (Accredited Training Provider) for Foundation and Advancedclassroom and online ITIL coursesitSMF ACP (Accredited Course Provider) for ISO 20000Member of itSMF USA Certification Board and EXIN USA Quality Initiative,member of ANSI-ASQ National Accreditation Board for ISO 20000.Key ITIL & ISO 20000 OfferingsImplementation ConsultingClassroom and Online Training and BriefingsProcess Models and TemplatesOn-Demand ITSM and BSM solutions to fill gaps in process automationITIL Training ApproachEntire contents 2008Page 5

Why Choose NAI as Your ITIL PartnerSpecialist firm with a focus on IT Service Management and ControlframeworksExtensive experience within IT Service Management and Public SectorSenior and accredited ITSM Training and Practitioner staff with anaverage of 20 years of experience and high student satisfactionratingsConsistently above average student pass ratesAward winning classroom and online course material recognized forinnovation and qualityOngoing industry contributions through work with itSMF, EXIN andISACAValidated quality and training approach through EXIN accreditation forall level of ITIL TrainingWork with ITSM experts to pragmatically apply the relevant concepts.ITIL Training ApproachEntire contents 2008Page 6

Training ApproachITIL Training ApproachEntire contents 2008Page 7

Our Training ApproachTailoring Training delivery channel to organization’sstakeholdersUsers, ITSM Team, IT Leadership, Service Desk, IT StaffClassroom Facilitation Approach – Foundation andAdvanced ClassroomsCourse MaterialDesign ApproachLearning AidsCustom Workshops & WebinarsTrainer qualification and certificationITIL Training ApproachEntire contents 2008Page 8

Evolution of Organization’s ITIL Training NeedsITILProcessMaturity5 – ContinuousImprovementRefresher courses and on demand training4 - IntegrationInclusion of ITIL training as Induction training for new IT personnel3 - ControlPractitioner and Service Manager trainings2 - AwarenessITIL Foundation and Awareness training for everyone in IT Support roleITIL Awareness/Benefits training for IT Leadership1 - InitiationITIL Training for Process owners and IT Service Managers0TimeITIL Training ApproachEntire contents 2008Page 9

Various target groups requiring different ITIL CompetenceKey BusinessUsersIT ApplicationDevelopersAwarenessPrinciplesIT onersITIL ProcessownersPractitionerCompetenceManagersScaleIT Service ManagersIT LeadershipIT Help Desk AgentsTraining needs often not properly met due to high cost and inefficiency of purely classroom training strategyITIL Training ApproachEntire contents 2008Page 10

/Update CoursesRefresher / DeltaReference MaterialAccess to ITILPracticeCommunities ofof certification)Certification (depthPure E-learningBlended LearningClassroom TrainingTargeted Training Through Stakeholder AnalysisIT Help Desk AgentsIT Service ManagersITIL Process ownersITSM PractitionersIT LeadershipApplication DevelopersLevel of suitability for target audienceIT Service/ Support PersonnelKey Business UsersITIL Training ApproachEntire contents 2008Page 11

Classroom Facilitation ApproachLink discussions and concepts to overall IT ServiceManagement programUse practical examples from other client experiencesCase Studies to reinforce application and learningInteractive dialogue to ensure student engagementFocus on potential benefits and application in clientenvironmentITIL Training ApproachEntire contents 2008Page 12

Course Design Guiding Principles Advanced learning techniques (e.g. gaming, wikipedia,podcasting) adopted to nurture the “new-style” learnermarket Trainers and respected SME groups participate inproviding input and business direction to the productarchitecture lifecycle Products designed with customer experience as the keydevelopment driver Focus placed on incorporating learner experience /knowledge into course development The learning experience is tantamount – collaborative,experiential, continual learning promoted leveragingtechnology (portals, blogs, etc.).ITIL Training ApproachEntire contents 2008Page 13

Supplemental Learning AidsITIL Training ApproachEntire contents 2008Page 14

Custom Workshops and WebinarsNAI is able to design and deliver specific non-certificationworkshops and Webinars to address key topics of interestsuch as:Technology SelectionMetrics Development and ManagementITIL Process & Capability AssessmentITSM MobilizationService Catalog DevelopmentCMDB Design and DeploymentMonitoring and Event ManagementITIL Training ApproachEntire contents 2008Page 15

Trainer Certification Program The TCP program is the most comprehensive in the Best Practice Trainingindustry Designed based on industry best practices Aligns with the current Certification Body trainer requirements set by ISACA andEXIN Upon successful completion, a Certified Instructor will be recognized as anindustry leader in quality training delivery of the course material. General requirements for entering the program: A candidate must provide a completed intake form A candidate must send an up to date resume A candidate must have signed off the appropriate commercialarrangements Basic “course familiarization” program required for non-CertifiedInstructorsITIL Training ApproachEntire contents 2008Page 16

Trainer Certification Program - OverviewAn overview of the ITIL Trainer Certification ProgramTrain the TrainerworkshopIntakeAssessmentBy the Black beltinstructorRegistration withCertification BoardIf requiredPersonalTraining planCertificationDeliveredBy aBlack BeltinstructorIf requiredCo-deliverA courseAttend acourseITIL Training ApproachSelf StudyEntire contents 2008Page 17

ITIL Distant Learning OfferingsITIL Training ApproachEntire contents 2008Page 18

Current ITIL Training OfferingsWorkshopsITIL for Executives.5 or 1 Day, ClassroomPragm atic ITSM Metrics1 Day, ClassroomITSM Mobilization5 Days Classroom*ITIL v2 Foundation (2.5 Days)ITIL v3 Foundation (3 Days)ITIL v2-v3 Foundation Bridge (1 Day)3&5*ITIL Practitioner Support & Restore (IPSR)ITIL Practitioner Release & Control (IPRC)ITIL Practitioner Agree & Define (IPAD)ITIL Practitioner Plan & Improve (IPPI)*ITIL v2 Service Manager (12 Days)ITIL v3 Service Manager Bridge (4 Days)ITIL Training ApproachEntire contents 2008Page 19

ITIL v3 Online Courses1. ITIL/ITSM Awareness – Course Duration 4 hrsBesides introducing ITIL and ITSM, this course also gives a basic/shortintroduction to each of the ITIL processes. Designed for staff which mightnot take ITIL Foundation course but need an understanding of ITIL such asIT Support staff, IT developers, key business users, IT leadership etc.2. ITIL for Help Desk Agents - Course Duration 5 hrsThis course is specially designed for help-desk agents and first-level supportstaff with focus on the Service Desk function, Incident Management, ChangeManagement, Configuration Management and Problem Managementfunctions3. ITIL v2-v3 Foundation Bridge - Course Duration 6.5 hrsThe v3 Foundation Bridging Course trains previously certified Foundationlearners on the new contents of the ITIL v3 Foundation syllabus. The courseintroduces learners to the concept of the service lifecycle approach to ITService Management according to ITIL version 3.4. ITIL Foundation - Course Duration 16.5 hrsThis EXIN and ISEB accredited e-learning course consists of an integratedcase study and leads directly to ISEB and EXIN Certification. Pass rate forExam is than 98%5. EXIN / ISEB Exam Preparation Guide – 2.5 hrsThis ultimate exam preparation tool helps the learner with a contentrefresher tool, a practice question section with diagnostic feedback and aone-hour simulated exam.ITIL Training ApproachEntire contents 2008Page 20

ITIL v3 Foundation Premium E-learning Interactive, engaging learning design withintegrated case study & scenario-basedexercises Learners are invited to a Virtual TrainingConference at a lush resort hotel, wherethey attend different conferences hosted byexperienced ITIL v3 experts Throughout their “stay,” learners assisthotel management with a variety of projectsthat test their new ITIL knowledge.ITIL Training ApproachEntire contents 2008Page 21

ITIL v3 FrameworkContinual ServiceImprovement (CSI)RFC1. Service Measurement2. Service Reporting3. Service ImprovementRFCUsage guidelines, policiesand incentives to changeusage patterns.Service Design (SD)FILTERINGGuidelines, policies andInformation for service Deskto support incidentsService Transition (ST)1. Service CatalogueManagement2. Service LevelManagement3. AvailabilityManagement4. CapacityManagement5. Service ContinuityManagement6. Information SecurityManagement1. Transition Planning andSupport2. Change ManagementHow ServiceIs Utilized3. Service Asset andConfiguration Management4. Release and DeploymentManagement5. Service Validation andTesting6. Evaluation of Service7. Knowledge ManagementHow ServiceIs DeployedRFCRFCService Operations(SO)Service Desk Function1.2.3.4.How ServiceIs DeliveredDesignLimitations7. Supplier ManagementRequest FulfillmentAccess ManagementEvent ManagementIncidentManagement5. Problem ManagementCompensatingResources & RFCObjectives, Policiesand GuidelinesService Strategy (SS)1. Strategy Generation2. Service PortfolioManagement3. Demand Management4. Financial ManagementITIL Training ApproachHow ServiceIs SupportedOnline courses are indevelopment for eachof the lifecycle stages.Entire contents 2008Page 22

V3 Qualification Scheme OGC’s Official Accreditor – The APM Group Limited 2007ITIL Training ApproachEntire contents 2008Page 23

ITIL v3 Intermediate and AdvancedCourse Offerings & AvailabilityITIL Training ApproachEntire contents 2008Page 24