| | Canada - Public Course Schedule ITIL® v2 Courses ITIL® v3 Courses ITIL®v2 Foundation Course An intensive 3-day course describing the IT processes, roles and functions which underpin the delivery of quality services in support of the business, based on v2 of the IT Infrastructure Library (ITIL) ® best practice guidance for IT Service Management.
The course includes lectures and discussion, practical group exercises and individual practice exams questions, all of which allows delegates to apply the concepts of best practice guidance and test their understanding. This course (now excluding the exam, which is no longer available) can be provided to a client on special request. Prerequisite: There are no mandatory prerequisites. This course is open to all, but will be of particular value to those who have some experience working in IT. Top ITIL®v2 Service Manager’s Course The examinations associated with this course have now been retired although re-sits for Papers 1 and 2 will remain available until Jun 30, 2011. In order to support students who in the past were unsuccessful in either or both of the exams and still wish to obtain the valuable 'Manager's Certificate in IT Service Management', DIYmonde is offering a 3-day coaching course. This will consist of the provision of the study guide 'The Complete Guide to IT Service Management' - if not already owned - and a set of practice examination questions, which are to be completed by the student and marked by the instructor prior to a formal 3-day coaching session. This will consist of one day concentrating on Paper 1 (mainly Service Support), one day on Paper 2 (mainly Service Delivery) and a final day considering the implications of the exam Case Study. Students who are concentrating on just one exam need only attend the relevant two days, though they may choose to attend all three to ensure that the exam coaching is as comprehensive as possible and to prepare for examination questions that span both the Service Support and Service Delivery disciplines. | ITIL®v2 Service Manager’s Course | | Location | Dates | Price | | Ottawa, ON | Contact us for information | Contact us for information
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Top ITIL®v3 Foundation Course
An intensive 3-day course provides an overview of the IT Service Management Lifecycle, its supporting processes, functions and roles and the key concepts of an integrated IT Service Management framework, based on ITIL® v3. Successful completion of this course enables the candidate to enroll in the intermediate courses and advance to the ITIL® Expert certificate.
The course includes lectures and discussion, practical group exercises and individual practice exams questions, all of which allows delegates to apply the concepts of best practice guidance and test their understanding. Prerequisite: There are no mandatory prerequisites. This course is open to all, but will be of particular value to those who have some experience working in IT. Top ITIL®v3 Operational Support & Analysis (OSA) Capability Course
The OSA course is an intensive 5-day course that builds on the general principles covered as part of the ITIL®V3 Foundation course. It covers in-depth the Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management processes as well as the Service Desk, Technical Management , Application Management and IT Operations Management functions, to the level needed to introduce or improve these capabilities within an organization as an integral part of the overall business-focused Service Management framework. | ITIL® v3 Operational Support & Analysis (OSA) Capability Course | | Location | Dates | Price | Ottawa, ON
| Contact us for information
| $2495 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Service Operation publication prior to course start.
| | Register | Additional Information | | 4 Credits : ITIL Expert™ |
Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years professional experience with Service Management as well as defined experience in at least one of the OSA processes.
Top ITIL®v3 Release, Control & Validation (RCV) Capability Course
The RCV course is an intensive 5-day course that builds on the general principles covered as part of the ITIL®v3 Foundation course. To implement new or changed services in a controlled and cost effective manner and then transition control to the operations groups, IT organizations must successfully implement ITIL® RCV best practices. This course therefore covers in-depth the Change Management, Release and Deployment Management, Service Asset and Configuration Management, Knowledge Management, Transition Planning and Support, Service Validation and Testing and Service Evaluation processes, to the level needed to introduce or improve these capabilities within an organization as an integral part of the overall business-focused Service Management framework. | ITIL® v3 Release, Control & Validation (RCV) Capability Course | | Location | Dates | Price | | Ottawa, ON | September 20-24, 2010
| $2495 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Service Transition publication prior to course start.
| | Halifax, NS | October 4-8, 2010
| $2495 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Service Transition publication prior to course start.
| | Register | Additional Information | | 4 Credits : ITIL Expert™ |
Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years professional experience with Service Management as well as defined experience in at least one of the RCV processes.
Top ITIL®v3 Planning, Protection & Optimization (PPO) Capability Course
The PPO course is an intensive 5-day course that builds on the general principles covered as part of the ITIL® v3 Foundation course. A challenge for service providers is understanding and setting clear expectations for the delivery of services with the business. Through Service Level Management service level requirements are defined, negotiated and agreed with the customer and IT commits to the customer to deliver a required level of service availability, capacity, continuity and security. To ensure that services are designed, delivered and managed to meet the utility (‘fit for use’) and warranty (‘fit for purpose’) expectations of the customer, IT organizations must implement ITIL® PPO best practices. This course therefore covers in-depth the Demand Management, Capacity Management, Availability Management, Security Management, and IT Service Continuity Management processes, to the level needed to introduce or improve these capabilities within an organization as an integral part of the overall business-focused Service Management framework. | ITIL® v3 Planning, Protection & Optimization (PPO) Capability Course | | Location | Dates | Price | | Ottawa, ON | Contact us for information | $2495 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Service Design publication prior to course start.
| | Register | Additional Information | | 4 Credits : ITIL Expert™ |
Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years professional experience with Service Management as well as defined experience in at least one of the PPO processes.
Top ITIL®v3 Service Offerings & Agreements (SOA) Capability Course
The SOA course is an intensive 5-day course that builds on the general principles covered as part of the ITIL® v3 Foundation course. A challenge for service providers is establishing a balance between customer requirements; understanding and managing demand; ensuring the service supplier network, including both internal and external suppliers, is aligned to deliver value to the customer; and sustaining operational visibility, insight and superior investment decision making while managing the IT investments. To address these challenges IT organizations must implement ITIL® SOA best practices. This course therefore covers in-depth the Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management and Financial Management processes, to the level needed to introduce or improve these capabilities within an organization as an integral part of the overall business-focused Service Management framework. | ITIL® v3 Service Offerings & Agreements (SOA) Capability Course | | Location | Dates | Price | | Ottawa, ON | November 1-5, 2010 | $2495 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Service Strategy & Service Design publication prior to course start.
| | Halifax, NS | November 15-19, 2010 | | $2495 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Service Strategy & Service Design publication prior to course start.
| | | Register | Additional Information | | 4 Credits : ITIL Expert™ |
Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years professional experience with Service Management as well as defined experience in at least one of the SOA processes.
Top ITIL®v3 Service Strategy (SS) Lifecycle Course
The Service Strategy course is an intensive 3-day course that builds on the general principles covered as part of the ITIL®v3 Foundation course. It is intended for those who work in Service Strategy environment and who require a deeper understanding of the underlying concepts, the processes and functions involved and the management activities – and how they may all be used to enhance overall service quality and service provision during the Service Strategy phase of the ITIL® v3 Service Lifecycle as an integral part of the overall business-focused Service Management framework. Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years of professional experience within Service Management as well as defined experience in at least one of the SS processes are highly desirable.
Top ITIL®v3 Service Design (SD) Lifecycle Course
The Service Design course is an intensive 3-day course that builds on the general principles covered as part of the ITIL®v3 Foundation course. It is intended for those who work in a Service Design environment and who require a deeper understanding of the underlying concepts, the processes and functions involved and the management activities – and how they may all be used to enhance overall service quality and service provision during the Service Design phase of the ITIL® v3 Service Lifecycle as an integral part of the overall business-focused Service Management framework. Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years of professional experience within Service Management as well as defined experience in at least one of the SD processes are highly desirable.
Top ITIL®v3 Service Transition (ST) Lifecycle Course
The Service Transition course is an intensive 3-day course that builds on the general principles covered as part of the ITIL®v3 Foundation course. It is intended for those who work in a Service Transition environment and who require a deeper understanding of the underlying concepts, the processes and functions involved and the management activities – and how they may all be used to enhance overall service quality and service provision during the Service Transition phase of the ITIL® v3 Service Lifecycle as an integral part of the overall business-focused Service Management framework. | ITIL® v3 Service Transition (ST) Lifecycle Course | | Location | Dates | Price | | Ottawa, ON | Contact us for information | $1695 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Service Transition publication prior to course start.
| | Register | Additional Information | | 3 Credits : ITIL Expert™ |
Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years of professional experience within Service Management as well as defined experience in at least one of the ST processes are highly desirable.
Top ITIL®v3 Service Operation (SO) Lifecycle Course
The Service Operation course is an intensive 3-day course that builds on the general principles covered as part of the ITIL®v3 Foundation course. It is intended for those who work in a Service Operation environment and who require a deeper understanding of the underlying concepts, the processes and functions involved and the management activities – and how they may all be used to enhance overall service quality and service provision during the Service Operation phase of the ITIL® v3 Service Lifecycle as an integral part of the overall business-focused Service Management framework. Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years of professional experience within Service Management as well as defined experience in at least one of the SO processes are highly desirable.
Top ITIL®v3 Continual Service Improvement (CSI) Lifecycle Course
The CSI course is an intensive 3-day course that builds on the general principles covered as part of the ITIL® v3 Foundation course. It is intended for individuals who require a detailed understanding of the Continual Service Improvement phase of the ITIL® v3 Service Lifecycle and how it may be implemented to enhance overall service quality and service provision within an organization as an integral part of an overall business-focused Service Management framework. | ITIL® v3 Continual Service Improvement (CSI) Lifecycle Course | | Location | Dates | Price | | Ottawa, ON | November 16-18, 2010 | $1695 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Continual Service Improvement publication prior to course start.
| | Halifax, NS | Contact us for information | | $1695 + HST per person
Includes the exam fee. Students must acquire and read assigned sections of the ITIL®v3 Continual Service Improvement publication prior to course start.
| | | Register | Additional Information | | 3 Credits : ITIL Expert™ |
Prerequisites: - The ITIL®v3 Foundation Certification in IT Service Management or the v2 to v3 Foundation Bridge equivalent.
- Two to four years of professional experience within Service Management as well as defined experience in at least one of the ITSM processes or functions are highly desirable.
Top ITIL®v2 to v3 Manager’s Bridge Course
The Manager’s Bridge course is an intensive 5-day course covers the subject areas within all five lifecycle phases with a focus on the new and changed process areas. Objectives of the 5-day course include understanding the difference between v2 and v3, defining the Service Lifecycle, defining the key v3 terms, concepts, activities and models, and discussing the enhanced roles and responsibilities defined within the Service Lifecycle.
The Manager’s Bridge course offers students a fast track to update their ITIL v2 Service Manager qualification and obtain ITIL Expert™ recognition. | ITIL® v2 to v3 Manager’s Bridge Course | | Location | Dates | Price | | Ottawa, ON | November 1-5, 2010 | $2595 + HST per person
Includes the exam fee. Students must acquire and read the full set of ITIL®v3 Service Lifecycle publication and read assigned sections prior to course start.
| | Halifax, NS | September 20-24, 2010 | $2595 + HST per person
Includes the exam fee. Students must acquire and read the full set of ITIL®v3 Service Lifecycle publication and read assigned sections prior to course start.
| | | Register | Additional Information |
Prerequisites: - Students must hold an ITIL Manager’s Certificate from an earlier ITIL version or possess at least three (3) ITIL® v2 Practitioner certifications. Note: those candidates with three (3) v2 Practitioner certificates must still take the "Managing Across the Lifecycle" course before receiving the ITIL Expert™ Certificate.
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