■ 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.

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) MALC (Managing Across the Lifecycle) course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL v3 Managing Across the Lifecycle exam.   The course prepares candidates to take the ITIL^® v3 Managing Across the Lifecycle Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.  This certification completes the ITIL v3 Intermediate Lifecycle and Capability streams by focusing on the knowledge required to implement and manage the necessary skills associated with the use of the Service Lifecycle.

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

• Managing the planning and Implementation of IT Service Management
• Lifecycle positioning and transition
• How to achieve business value with people, process and function
• Challenges, Critical Success Factors and risks to service management
• Risk Management
• Lifecycle project assessment
• Management of strategic change
• Understanding complementary industry guidance

Course Approach:
Participants will learn to implement, manage and improve Service Management according to ITIL v3 best Practices.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL v3 Intermediate Managing Across the Lifecycle 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 Managing Across the Lifecycle classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate: 
ITIL^® v3 Managing Across the Lifecycle

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 a minimum of 15 credits earned through the formal Service Lifecycle stream or Service Capability stream qualifications.

Credits:
Upon successfully achieving the ITIL v3 Managing Across the Lifecycle certificate, students earn 5 credits in the ITIL^® v3 qualification scheme.
Project Management Institute �Professional Development Units (PDUs) = 28

Target Audience: 
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who and others who require a deeper knowledge of, or who are involved in managing Services across the different lifecycle phases.

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) CSI (Continual Service Improvement) course is part of the ITIL^®v3 Intermediate Lifecycle certification stream.  The course prepares candidates to take the ITIL^® v3 Continual Service Improvement 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 purpose and objectives of Continual Service Improvement
• How Continual Service Improvement integrates with the stages in the Lifecycle
• How Continual Service Improvement depends upon an understanding of change within an organization
• The nature of the activities and the skills required for the 7 step improvement process
• How tools can assist some or all of the activities in the Continual Service Improvement process
• The effects on an organization of the challenges facing Continual Service Improvement

Course Approach:
Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Continual Service Improvement stage of the Service Lifecycle.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL v3 Intermediate Continual Service Improvement 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 Continual Service Improvement classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate: 
ITIL^® v3 Continual Service Improvement

Duration: 
4 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 Continual Service Improvement certificate, students earn 3 credits in the ITIL^® v3 qualification scheme.
Project Management Institute �Professional Development Units (PDUs) = 28

Target Audience: 
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL Continual Service Improvement phase of the ITIL Lifecycle as well as the processes, functions and activities required to apply them.

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) SO (Service Operation) course is part of the ITIL^® v3 Intermediate Lifecycle certification stream.  The course prepares candidates to take the ITIL^® v3 Service Operation 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 term �Service Operation�, and how it fits in the overall core ITIL Lifecycle
• The operational activities of processes covered in other Lifecycle phases
• Service Operation Processes
• Organizational issues including: Functions, Groups, Teams, Department and Divisions
• Service Operation Activities
• Service Operation Technology Considerations and Requirements
• Planning and Implementing Service Management Technologies
• Managing Change in Service Operations
• Challenges, Critical Success Factors and Risks

Course Approach:
Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Operation stage of the Service Lifecycle.  This lifecycle stage focuses on organizing and maintaining the day-to-day Service Operation.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL v3 Intermediate Service Operation 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 Service Operation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate: 
ITIL^® v3 Service Operation

Duration: 
4 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 Service Operation certificate, students earn 3 credits in the ITIL^® v3 qualification scheme.
Project Management Institute �Professional Development Units (PDUs) = 28

Target Audience: 
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application

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) ST (Service Transition) course is part of the ITIL^® v3 Intermediate Lifecycle certification stream.  The course prepares candidates to take the ITIL^® v3 Service Transition 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:

• Service Transition principles
• Change Management within Service Transition
• Implementation and Improvement concepts
• Service Transition Activities and Processes
• Designing supporting systems, especially the Service Portfolio
• Technology Considerations
• Management of Cultural change, risks and value

Course Approach:
Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Transition stage of the Service Lifecycle.  This lifecycle stage focuses on putting services into operation without disruptions to the business.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL v3 Intermediate Service Transition 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 Service Transition classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Certificate: 
ITIL^® v3 Service Transition

Duration: 
4 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 Service Transition certificate, students earn 3 credits in the ITIL^® v3 qualification scheme.
Project Management Institute �Professional Development Units (PDUs) = 28

Target Audience: 
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL Service Transition phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application