■ 课程简介：
本课程针对全球唯一的技术培训师国际认证： CompTIA CTT+ 认证最新考核标准，帮助学生掌握专业培训师应当具备的知识和能力，包括课前准备和计划、授课方法和媒介、如何提高培训师的可信度、沟通技巧、培训评估以及考试辅导。

■ 课程特色：

• 针对国际上认可度最高的技术培训师资格认证：CompTIA CTT+国际证书；
• 国内唯一全面引进“团队引导”（Group Facilitation）技术的培训师国际认证课程；
• 中国最早从事CompTIA CTT+认证培训的教育机构，5年来连续保持高通过率；
• 本课程培训的不仅是培训师必须具备的知识和技能，更包括大量实战，让您掌握如何用专业培训师的思维模式来考虑实际工作中的问题。

■ 关于CompTIA：
CompTIA (Computing Technology Industry Association，美国计算机行业协会)是在全球IT领域最大的行业协会，成立于1982，总部在美国芝加哥。CompTIA是全球最大的独立认证证书提供商，在全球有超过115万的个人拥有CompTIA的资格认证。

■ 关于CompTIA CTT+国际培训师认证：
CompTIA CTT+国际培训师认证是一个国际性的第三方中立认证，主要教授和考核培训师的核心技能，包括课前准备，演示、沟通、引导和苹果。不仅针对课堂教学，也适应最新的通过网络等搭建的虚拟教学环境。

取得CompTIA CTT+认证需要通过2个考试：
1、CompTIA CTT+ Essentials，
2、Classroom Trainer（课堂培训师）或 Virtual Classroom Trainer（虚拟课堂培训师）考试中的一门。
考生需要提交在课堂或虚拟教学环境中的授课录像。

考试覆盖了课前计划、教学方法和教学媒体、培训师可信度和沟通技巧、团队引导和培训评估5大部分。

CompTIA CTT+认证在行业中得到广泛认可，Adobe、Dell、Microsoft、Novell和理光等都要求培训师取得CTT+认证。国际培训协会也将CompTIA CTT+认证作为雇佣培训师的依据。

■ 谁应当参加？

• 企业内部从事培训工作的培训师、培训经理。
• 企业内部涉及员工培训工作的职业经理人，如人力资源经理、销售经理和技术经理等。
• 培训机构内的培训师、教学管理人员。
• 技术类专业大学生，希望应聘培训师、培训经理和人力资源经理等岗位的。

■ 预备知识：
本课程培训的是专业培训师应当掌握的培训知识和技巧，不含你将要培训的课程本身的专业内容。在成为或应聘专业的培训师前，CompTIA建议你应当掌握某一门技术，例如下列的某一种（但不限于）：

• 计算机网络、软件或平面图像和网页设计 → IT培训师；
• 销售和客户服务 → 商务培训师；
• 制药科学等 → 技术培训师；
• 会计等 → 财务培训师；
• 成人教育，例如射击等 → 成人教育培训师；
• 职业教育，例如音乐等 → 职业教育培训师。

■ 培养目标：

• 能够掌握专业培训师具备的各项知识和技巧，包括团队引导技术等；
• 能够通过CompTIA CTT+认证。

■ 课程内容：

• 课前计划
• 专业的授课方法和媒介
• 培训师可信度和交流
• 团队引导
• 培训评估
• 虚拟教学
• 考前辅导（考题精讲及录像指导）

■ 考核及证书：

• 培训结束后可申请课程证书。
• 考核通过获得CompTIA CTT+国际认证证书。

CTT+证书样本

■ 课时及课程形式：
50课时（每课时30分钟），脱产班5天（10AM-12PM & 1PM-4PM）、周末班5周（9AM-12PM & 1PM-4PM）或（3:30PM-5:30PM & 6PM-9PM）。

The Sourcing Governance Foundation course provides a basic knowledge of what the main concepts of Outsourcing and Sourcing Governance are and how they can be applied. Outsourcing IT services has changed the management context for providing the business with the IT services it needs. Operational control is transferred into management of commercial relationships, contracts and coordination of the services from specialized suppliers. Best practice shows that implementing and operating a Sourcing Governance Function will require staff awareness and understanding of the key principles and concepts of outsourcing and sourcing governance. In this course an interactive approach is used combining lecture, discussion and exercises. 

Course Objectives:

• Recognize and understand the key concepts of Outsourcing and Sourcing Governance
• Understand the changing role of the IT organization when Outsourcing
• Understand the challenges of implementing and operating a Sourcing Governance Function
• Learn the terminology and definitions related to Outsourcing and Sourcing Governance
• Prepare for the Sourcing Governance Foundation Exam

Who should attend:

Professionals working for both client and service provider organization in the IT industry who have little experience in outsourcing.

Exam & Certification: 

Sourcing Governance Foundation

Delivery: 

Instructor-led classroom or virtual classroom

Duration: 

2 Days

Credits:

Earn 14 PMI PDUs
Earn 25 COP points towards certification by IAOP
Earn 15 CEH points for recertification by IAOP

Prerequisites: 

Some experience working in an IT organization is recommended.

The IT Governance Foundation course provides an overview of the main concepts of IT Governance according to CobiT and how they can be applied. Control Objectives for Information and Related Technology (CobiT) is an IT Governance, control framework and maturity model. CobiT’s purpose is to align IT resources with an enterprise’s business objectives so services and information, when delivered, meet quality, fiduciary and security needs. It is also intended as a mechanism to balance IT risks and returns through an interactive approach combining lecture, discussion and exercises.

Course Objectives:

• To understand the concepts and the differences between Corporate Governance and IT Governance
• To understand the structure and the objectives of CobiT framework
• To understand the concepts and the terminology used in CobiT framework
• To understand the relationship between CobiT and other market practices
• To understand how CobiT can be used as a tool to upgrade activities within the organization
• To simulate the application of the concepts learned inside the organizational environment through classroom activities
• To know the existing products offered by ISACA related to CobiT

Who should attend:
IT professionals and business managers involved or interested in the IT Governance or regulatory domains.

Exam & Certification:
COBIT 4.1 examination based on ISACA guidelines

Delivery:
Instructor-led classroom or virtual classroom

Duration:
3 Days

PMI PDUs:
Earn 21 PDUs

Prerequisites:
Some experience working in an IT organization is recommended.

The *ISO/IEC20000 Foundation* course is the entry level course for ISO/IEC20000 standard for IT Service Management. Participants will learn the principles and core elements of the ISO/IEC20000 standard for IT Service Management. ISO/IEC20000-1 (Part 1) is the formal specification which defines the requirements that must be achieved. ISO/IEC20000-2 (Part 2) describes a code of practice. An interactive approach is used combining lecture, discussion and exercises.

Course Objectives:

• Recognize and understand the key concepts of ISO/IEC20000
• Understand the working of the ISO/IEC20000 standard and the

potential contribution to the IT organization

• Get insight in implementing ISO/IEC20000 and its challenges
• Understand the auditing and certification process on the ISO/IEC20000

Who should attend:

• IT professionals that have an interest or play a role in ISO/IEC20000,
• regardless of certification of their organization, or that request their
• service provider to be ISO/IEC20000 certified.

Exam & Certification:

ISO/IEC20000 Foundation

Delivery:

Instructor-led classroom or virtual classroom

Duration:

2 Days

PMI PDUs:

Earn 14 PDUs

Prerequisites:

Some experience working in an IT organization is recommended.

■ ITIL介绍：
ITIL是用来管理信息技术 (IT) 的架构设计，研发和操作的一整套概念和思想。

ITIL最早是由英国政府的在20世纪80年代制定的IT管理规范建议。由于其包括了一系列重要的IT实践的详细描述，并提供全面的清单，任务和程序规范，任何IT组织可以按照其需要裁减。因此在全球得到广泛的使用。

ITIL最初是借由一系列出版物发布。这套书籍的每一本都涵盖一个信息技术的领域。现在使用的是第3版，在2007年5月发布，并在2011年做出更新。这一版本以IT 服务管理生命周期 (Service Life Cycle)为基础，包含５个核心模块，分别是服务战略(Service Strategy, SS)、服务设计(Service Design, SD)、服务转换(Service Transition, ST)、服务运营(Service Operation, SO)、持续性服务改进(Continual Service Improvement, CSI)

■ ITIL认证介绍：
ITIL V3（第三版）认证分为四个级别：Foundation（基础）、Intermediate（中级）、Expert（专家）和Master（大师）。

ITIL V3认证采用模块化考核方法。每个资格认证均需完成相应的学分。要取得Foundation（基础）认证，考生需要获得2个学分。Intermediate（中级）认证对应9个模块，分属Lifecycle（生命周期）和Capability（能力）2类，每个属于Lifecycle（生命周期）的模块可以获得3个学分。每个属于Capability（能力）的模块可获得4个学分。考生只需获得15个学分，即可获得Intermediate（中级）认证。要想达到Expert（专家）认证，考生必须获得22个学分，其中包括Foundation（基础）认证的2个雪峰，Intermediate（中级）认证的15个学分，并最终从Expert（专家）认证对应的Managing Across the Lifecycle （在整个生命周期管理）考试中获得5学分。而Master（大师）认证需要至少5年的IT服务管理经验，目前尚处于测试阶段，未对外正式提供考试。

ITIL认证是由ITIL Certification Management Board (ICMB)掌管。其成员代表来自英国政府商务办公室（OGC）、APM集团、TSO、 IT 服务管理论坛（itSMF）和考试机构。具体考试由APM集团授权11家机构实施，国内大多数考试都由其中一家名为EXIN的机构提供，并经VUE和Prometric考试系统完成。

■ 课程简介：
这门课程基于ITIL最佳服务生命周期实战方法，帮助IT管理人员、从业人员和其他IT服务使用者实践性地理解：提供成功的IT服务管理（ITSM）所需要的关键概念、原则、过程和功能。

■ 课程内容：
1: 服务生命周期（Service Lifecycle）
2: 服务战略（Service Strategy）
3: 服务设计（Service Design）
4: 服务转换（Service Transition）
5: 服务营运（Service Operation）
6: 持续性服务改进（Continual Service Improvement）

■ 教师介绍：

• 王老师
  王老师毕业于University of Wales，MBA。是联合国训练研究所GPST项目特邀管理课程讲师，持有PMP、ITIL等国际证书。先后在Ebay、阿尔卡特-朗讯等国际企业从事信息服务管理及认证培训工作。有着丰富的ITIL服务项目实施经验和培训经验。可英、汉双语授课。王老师上课风格严谨扎实，注重思路培养和项目教学，所带学生考试通过率高，深受学生欢迎。
• 李老师
  李老师毕业于西安交通大学，硕士学位。是上海市专业技术人才知识更新工程管理课程认证讲师，联合国训练研究所GPST项目特邀管理课程讲师，美国计算机行业协会（CompTIA）项目管理认证讲师。PMP认证。曾在Motorola等多家外企担任培训主讲，多年外企商务及管理类课程培训经验。可英、汉双语授课。李老师善于将他丰富的外企工作管理经验通过实践性的教学项目传授给学生，风格幽默易懂。

■ 课时及课程形式：
社会公开课，周末班25小时，共5周（9AM-12PM & 1PM-3PM）或（3:30PM-5:30PM & 6PM-9PM）。
本课程提供企业培训和个人培训。

Course Description:

The ITIL^® v3 (version 3) Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL.  This course covers the latest version of core ITIL best practices presented from a lifecycle perspective.  The course introduces the principles and core elements of IT service management (ITSM) based on ITIL version 3.  ITIL Version 3 is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

This course is delivered using an exciting case study designed to further enhance and cement the candidates understanding of ITIL version 3.  Students who have attended this course are suitably prepared to successfully take the associated ITIL V3 Foundation certification test which is a requirement for attending any of the further learning courses (ITIL V3 intermediate level training) available in this track.

Course and Learning Objectives: 

At the end of this course, you will be able to:

• Identify the principles and concepts of IT Service Management based on ITIL version 3.
• Identify the best practices of implementing ITIL version 3 in an organization.
• Define the terminology used in ITIL version 3
• Identify the concepts and definitions used in the Service Lifecycle.
• Define Service Strategy concepts
• Define Service Design concepts
• Define Service Operations concepts
• Define Service Transition concepts
• Define Continual Service Improvement concepts
• Define the roles, processes, and components within key areas of IT Service Management based on ITIL version 3
• Prepare the student to take the ITIL Version 3 Foundation Certification exam

Course Approach:

Participants will learn the principles and core elements of the service lifecycle approach to IT Service Management according to ITIL v3. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL v3 Foundation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace.  Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance.

Course Student Material:

Students will receive a ITIL V3 Foundation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate: 

ITIL^® v3 Foundation

Duration: 

3 days

Course Delivery: 

Classroom or Virtual Classroom

Languages: 

English, Spanish, Japanese, Portuguese, Dutch, French, Italian, German

Reference Materials:

Additional reference materials are not required for this course.

About the Examination:

The exam is closed book with forty (40) multiple choice questions.
The pass score is 65% (26 out of 40 questions).
The exam lasts 60 minutes.
The exam can be taken in two formats:
Paper based or Online.

Prerequisites:  

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Credits:

Upon successfully achieving the ITIL v3 Foundation certificate, the student will be recognized with 2 credits in the ITIL^® v3 qualification scheme.

Project Management Institute – Professional Development Units (PDUs) = 21

Target Audience: 

IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services.

ITIL^® v3 Awareness workshop provides a high level overview of IT Service Management and IT Service Management Best Practices based on ITIL version 3 (v3). Participants will learn the principles, core elements and benefits of the Service Lifecycle approach to IT Service Management according to ITIL v3.

Course objectives:

• Gain a basic understanding of the main processes, relationships, benefits and challenges of ITIL v3
• Gain insight into the holistic Service Lifecycle approach that forms the core of ITIL v3
• Understand how these processes contribute to making an IT organization manageable

Who should attend:

All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization. Application managers, project managers and business managers involved in IT.

Exam & certification:

None

Delivery:

Instructor-led classroom or virtual classroom

Duration:

1 Day

ITIL Expert :

None

PMI PDUs:

Earn 7 PDUs

Prerequisites:

Some experience working in an IT organization is recommended.

Course Specifications

Course number: LMNKMNITILV3BR
Course length: 1 day

Course Description

The ITIL v3 Foundation Bridging Course is a one-day, instructor-led course introducing ITIL v3, focusing on how it differs from ITIL v2. 

Delivery Method:  Instructor-led training

Performance-Based Objectives

This course:

• Covers the new service lifecycle approach to implementing new and changed services.
• Outlines all changes to existing processes.
• Covers all new processes.
• Prepares delegates for the ITIL v3 Foundation Bridging Certificate in IT Service Management examination. The multiple-choice exam contains 20 questions. To pass, candidates must get 13 or more questions correct, a 65% passing mark.

Course Content

• Lesson 1: Review of IT Service Management (ITSM) and IT Infrastructure Library (ITIL)
• Lesson 2: Service Strategy
• Lesson 3: Service Design
• Lesson 4: Service Transition
• Lesson 5: Service Operation
• Lesson 6: Continual Service Improvement

Course Description:

ITIL Version 3 is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.  The official ITIL^® v3 qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

The Service Lifecycle stream focuses on ITIL V3 practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the use of process and practice elements used within it.
The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL V3 processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL^® v3 (version 3) RCV (Release, Control & Validation) course is part of the ITIL^®v3 Intermediate Capability certification stream.  The course prepares candidates to take the ITIL^® v3 Release, Control & Validation Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

Course and Learning Objectives: 
At the end of this course, you will learn:

• The concept of Service Management as a  practice
• The purpose, goal and objectives of the Change Management Process
• The purpose of the SACM process and the goal of Configuration Management
• The use of a Configuration Management System (CMS), and its major components, in supporting the effective execution of SACM process
• The purpose, goal, objectives and scope of the RDM process
• The purpose, goal and objectives of the SVT process
• The purpose, goal, objectives and scope of the KM process
• The purpose, goal, objectives and scope of the Service Evaluation process
• The purpose and scope of the Request Fulfillment process

Course Approach:
Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL v3 Intermediate Release, Control & Validation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace.  Quint Wellington Redwood�s integrated case study deepens the participant�s appreciation of how ITIL best practices can be applied in order to improve IT performance.  Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material:
Students will receive an ITIL V3 Release, Control & Validation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate: 
ITIL^® v3 Release, Control & Validation

Duration: 
5 days

Course Delivery: 
Classroom or Virtual Classroom

Reference Materials:
Core set of 5 ITIL books.

About the Examination:
Exam Format:
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Delivery: Online or paper based
Exam Duration: 90 minutes
Open/Closed Book: Closed Book

Prerequisites: 
An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.

Credits:
Upon successfully achieving the ITIL v3 Release, Control & Validation certificate, students will earn 4 credits in the ITIL^® v3 qualification scheme.
Project Management Institute �Professional Development Units (PDUs) = 35

Target Audience: 
IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Release, Control & Validation cluster of processes and functions.

Course Description:

ITIL Version 3 is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.  The official ITIL^® v3 qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

The Service Lifecycle stream focuses on ITIL V3 practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the use of process and practice elements used within it.
The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL V3 processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL^® v3 (version 3) OSA (Operational Support & Analysis) course is part of the ITIL^® v3 Intermediate Capability certification stream.  The course prepares candidates to take the ITIL^® v3 Operational Support & Analysis Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

Course and Learning Objectives: 
At the end of this course, you will learn:

• The concept of Service Management as a  practice
• The role of processes in the Lifecycle
• The purpose, goal and objectives of the Event Management Process
• The Service Desk Role and concepts
• The purpose, goal and objectives of the Incident Management Process
• The purpose, goal and objectives of the Problem Management Process
• The purpose, goal and objectives of the Request Fulfillment Process
• The purpose, goal and objectives of the Access Management Process
• How to plan and implement Service management Technologies

Course Approach:
Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL v3 Intermediate Operational, Support & Analysis certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace.  Quint Wellington Redwood�s integrated case study deepens the participant�s appreciation of how ITIL best practices can be applied in order to improve IT performance.  Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material:
Students will receive an ITIL V3 Operational Support & Analysis classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate: 
ITIL^® v3 Operational Support & Analysis

Duration: 
5 days

Course Delivery: 
Classroom or Virtual Classroom

Reference Materials:
Core set of 5 ITIL books.

About the Examination:
Exam Format:
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Delivery: Online or paper based
Exam Duration: 90 minutes
Open/Closed Book: Closed Book

Prerequisites: 
An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.

Credits:
Upon successfully achieving the ITIL v3 Operational Support & Analysis certificate, the student will earn 4 credits in the ITIL^® v3 qualification scheme.
Project Management Institute �Professional Development Units (PDUs) = 35

Target Audience: 
IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.