ITSM Academy ITIL® 4 Training Catalog
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ITIL 4
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has evolved over time to reflect changes to the way organizations work, different service management concepts and priorities, and our understanding of the different capabilities required to deliver value. The world has changed significantly since ITIL was first introduced (and even since it was last updated in 2011). Technology is advancing faster today than ever before. Developments such as cloud computing, infrastructure as a service (IaaS), artificial intelligence (AI) machine learning and blockchain have opened fresh opportunities for value creation, and led to IT becoming an important business driver and source of competitive advantage. In turn, this positions IT service management as a key strategic capability. ITIL 4 – introduced in early 2019 – provides the guidance organizations need to: Address new service management challenges Utilize the potential of modern technology Organizations are encouraged to: Use ITIL to adopt a service management approach Adapt ITIL guidance to their own specific needs and circumstances ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps. Increasingly, organizations recognize that value is co-created through an active collaboration between providers, consumers and other stakeholders. That collaboration may come in the form of the definition of requirements, the design of service solutions and even in the creation and provisioning of the service. ... educate and inspire
ITIL
Contact us to get free access to our new ITIL 4 Evaluation Tool. It's a great, simple (and free) way to evaluate where you will be starting your ITIL 4 Journey.
ITIL 4 Readiness Assessment
The ITIL 4 Readiness Assessment - powered by OwlPoint - provides a baseline of organizational maturity and preparation to adopt ITIL 4 Best Practices and performs a gap analysis between your current state and ideal state. Findings and recommendations include a roadmap charting the best path forward to maximize organizational value. We can help you figure out the best approach for starting your ITIL 4 journey and leverage what you already have in place. Have OwlPoint’s expert ITIL consultants determine what is the best strategy for your organization based on your objectives, core strengths, current ITIL knowledge, and commitment for certain improvements. We provide you a clear roadmap with defined ITIL 4 program objectives, project requirements, time-frames, and resource estimates to set you on a successful path of adoption.
OwlPoint is an information technology consulting firm focused on the management of IT. They are the only ITIL-focused AXELOS Consulting Partner (ACP) in the United States, meaning they have demonstrated to AXELOS their commitment to Global Best Practice. Their ACP participation offers OwlPoint access to the most current approved ITIL materials. In addition to their full range of IT Service Management consulting services, they are leaders in ITIL 4 advice and consulting. Their recommendations blend experienced know-how and original thinking for deeper insights and the right solution to your IT challenges. In addition, OwlPoint is vendor independent, so their recommendations are in your best interest and are not influenced by a software vendor. Together, we deliver value in a way that others cannot, through seamless and integrated hands-on execution and training, along with deep process management strategies.
The ITIL 4 Managing Professional Transition (MPT) module allows qualified ITIL v3 professionals who have invested in their education to easily transition to ITIL 4. By taking one course and one exam, successful candidates gain the designation of ITIL 4 Managing Professional. This transition module enables candidates to recognize their previous achievements while still gaining the up-to-date skills and knowledge needed to navigate the digital service economy. Course Objectives: This five–day course provides a holistic look at key concepts, principles and methods that IT practitioners need to understand when working in organizations where IT makes a strategic difference. Attendees acquire an understanding of: How key ITIL v3 concepts (e.g., the service lifecycle, processes, functions) have evolved in ITIL 4 Key ITIL 4 concepts such as the Service Value System and its components: guiding principles, governance, the Service Value Chain, practices and continual improvement Key concepts from each of the ITIL 4 IT Specialist courses: Create, Deliver & Support Drive Stakeholder Value High Velocity IT Key concepts from the universal ITIL 4 IT Strategist course: Direct, Plan and Improve New ways of thinking and working that enable IT professionals to successfully navigate the modern digital world Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) Managing Professional Transition Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation ITIL 4 Managing Professional Transition examination Who Should Take This Class? This course is designed for ITIL v3 candidates who are ITIL Experts or who have achieved 17 credits from across the ITIL v3 scheme. PreRequisites: 17 or more credits in the ITIL v3 scheme Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the ITIL 4 Managing Professional designation by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions.
ITIL 4 Managing Professional Transition Course
ITIL Foundation
Services are the main way that organizations create value for themselves and their customers. Almost all services today are IT-enabled, which means there is tremendous benefit for organizations in creating, expanding and improving their IT service management (ITSM) capability. ITIL provides organizations with a comprehensive framework for ITSM. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps. This 18-hour course introduces learners to the management of modern IT-enabled services, provides them with an understanding of the common language and key concepts, and shows them how they can improve their work and the work of their organization with ITIL 4 guidance. Course Objectives: The learning objectives of ITIL 4 Foundation include an understanding of: Key concepts of service management How value creation is enabled through services The ITIL service value system The ITIL service value chain The four dimensions of service management ITIL practices The ITIL guiding principles Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) ITIL 4 Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Create, Deliver and Support examination Who Should Take This Class? ITIL Foundation training is essential for anyone involved in the internal or external delivery of IT services: Individuals at the start of their journey in service management ITSM managers and aspiring ITSM managers Individuals working in other parts of IT (digital, product, dev. etc.) with a strong interface to service delivery Existing ITIL qualification holders wishing to update their knowledge PreRequisites: Complete pre-class reading assignment Familiarity with IT and IT services is recommended Certification: Learners will be equipped to earn the Create, Deliver and Support (CDS) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions.
ITIL Specialist: Create, Deliver and Support
This 18-hour course is aimed at IT Service Management (ITSM) practitioners managing the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery. Candidates acquire an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and how to apply relevant practices, methods and tools. This course also provides an understanding of service performance, service quality and improvement methods. Course Objectives: This course covers the core service management activities and expands the current scope of ITIL to cover the creation of services. Attendees acquire an understanding of: The integration of different value streams and activities to create, deliver and support IT-enabled products and services Supporting practices, methods and tools Service performance and service quality and improvement methods How to continue to deliver innovative yet reliable technology-enabled services in an increasingly competitive market Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) CDS Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Create, Deliver and Support examination Who Should Take This Class? The primary audience for this course includes IT Operations Managers, Service Desk professionals, Service Managers, Development Managers, Developers, ITSM managers and aspiring ITSM managers. It may also be of interest to: Individuals managing the operation of IT-enabled and digital services Individuals responsible for the end-to-end delivery of products and services, including development, deployment and monitoring and support Individuals responsible for assuring that services are delivered and supported according to agreed levels PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Create, Deliver and Support (CDS) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions.
ITIL Specialist: Drive Stakeholder Value
This 18-hour course is aimed at IT Service Management (ITSM) practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers. Course Objectives: This course covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners. Attendees acquire an understanding of: The conversion of demand into value via IT enabled services Key topics such as SLA design, multi-supplier management, communication, relationship management, customer experience (CX) and user experience (UX) design, customer journey mapping Tools to increase stakeholder satisfaction, integral to business success in the current competitive landscape Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) DSV Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Direct, Plan and Improve examination Who Should Take This Class? The primary audience for this course includes Business Relationship Managers, Enterprise Architects, Project Managers, Supplier Relationship Managers and UX Designers. It may also be of interest to: Individuals responsible for managing and integrating stakeholders Individuals that focus on customer journey and experience Individuals that are responsible for fostering relationships to obtain value realization Individuals that are responsible for fostering relationships to obtain value realization PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Drive Stakeholder Value (DSV) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions.
ITIL Specialist: High Velocity IT
This 18-hour course is aimed at IT managers and practitioners involved in digital services or digital transformation projects working within or towards high velocity environments. Course Objectives: This course explores the ways in which digital organizations and digital operating models function in high velocity environments. Attendees acquire an understanding of: How aspiring organizations can operate in a similar way to successful digitally-native organizations The use of working practices such as Agile and Lean The use of technical practices and technologies such as cloud, automation, and automatic testing How to focus on rapid delivery of products and services to obtain maximum value Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) HVIT Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation High Velocity IT examination Who Should Take This Class? The primary audience for this course includes Service Designers, Release Managers, Cloud Architects, DevOps Engineers and Software Developers. It may also be of interest to individuals working in or migrating to high velocity environments. PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the High Velocity IT (HVIT) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions.
This 18-hour course is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It covers both practical and strategic elements. This universal module is a key component of both the ITIL Managing Professional and ITIL Strategic Leader streams. Course Objectives: This course provides individuals with the practical skills necessary to create a 'learning and improving' IT organization, with a strong and effective strategic direction. Attendees acquire an understanding of: The influence and impact of Agile and Lean ways of working How Agile and Lean can be leveraged to an organization's advantage A practical and strategic method for planning and delivering continual improvement with necessary agility Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) DPI Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Direct, Plan and Improve examination Who Should Take This Class? The primary audience for this course includes Continuous Improvement Managers, Change Managers, Capacity Managers, IT Operations Managers and Cloud Architects. It may also be of interest to: Individuals responsible for designing, planning, reviewing and improving products and services Individuals responsible for managing transitional changes, including validation and release of new services and products PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Direct, Plan and Improve (DPI) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions.
ITIL Strategist: Direct Plan and Improve
The pace of evolution in the digital world has never been so fast and organizations need to be flexible and adapt to the ever-changing environment if they want to keep providing value to their customers while remaining competitive in the marketplace. The Digital and IT Strategy course adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to a strategic level among business leaders and aspiring leaders. Course Objectives: This course focuses on the alignment of digital business strategy with IT strategy. Attendees acquire an understanding of: The influence and impact of Agile and Lean ways of working How disruption from new technologies are impacting organizations in every industry How business leaders are responding How to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) DITS Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Digital and IT Strategy examination Who Should Take This Class? The primary audience for this course includes Directors, Heads of, aspiring CxOs and CIOs. It may also be of interest to individuals looking for guidance to set IT/digital strategy. PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Digital and IT Strategy (DITS) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions.
ITIL Leader: Digital and IT Strategy
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The Story of the Academy Today, ITSM Academy is widely recognized for its expertise in multiple IT frameworks (ITIL, DevOps, Agile Service Management, Lean) and, more importantly, how they work together. But that's not where we started. The founders of ITSM Academy “grew up” in the world of Help Desks. As our careers progressed, we graduated to Senior Management roles within our organizations. As the first wave of IT Service Management (ITSM) and ITIL reached the shores of the United States, we were hooked. An internationally accepted collection of best practices focused on reducing IT costs and improving customer satisfaction was here. We had to get our arms around this! So, like many of you, our research began. It became obvious to us that education and networking would be our first steps. Local resources were limited – so we gathered some colleagues to help start the South Florida itSMF USA Local Interest Group (LIG). We also began the hunt for quality ITIL training. At the time, options were very limited. As they say, one thing led to another... To help fill the void, in 2003, we founded ITSM Academy and set our sights on developing "Americanized" training content and achieving Accreditation. From the start, we were committed to building content of the highest possible quality. By 2005, we had developed in-house, all available ITIL Training, including Service Manager. Read more of the story here... By now, you’ve likely researched more than one training provider. What makes ITSM Academy different? Why should you choose us? “Our business values are founded in trust, loyalty, professionalism and long term relationships. We provide personalized solutions based on those same values and built on the foundation on our own experiences – as IT Professionals.” Sounds nice, but can we back that statement up? We don’t need to. Our 100,000+ (and growing!) alumni do it for us. They are happy to talk about the quality and personalized services they receive from ITSM Academy. Please visit our testimonials page, or contact us for additional information. Read more of the story here...
Additional Resources: ITSM Professor Blog - a WEALTH of knowledge published weekly, since 2008 Webinar Archives - Monthly since 2007 ITSM Academy Resource Center
ITSM Academy We are a female owned small business, established in 2003. Our extensive catalog includes accredited and sustainable ITIL®, DevOps, Process Design (CPDE), Agile Service Management, Site Reliability Engineering (SRE), Value Stream Mapping (VSM) and Experience Level Agreement (XLA) training and education. Our business values are founded on trust, loyalty, professionalism and long term relationships. ___________________________ Instructors Every ITSM Academy instructor is certified to the highest levels in the areas they train. They have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-life stories and scenarios. Using the highest quality content, this engaging training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. ___________________________ Accreditations All of ITSM Academy’s Certification Courseware is developed in-house and is accredited by independent, international organizations. ___________________________ Game On! - Interactive Learning Involves students in active learning, using the engaging qualities of a game, fueled by our Subject Matter Expertise. ___________________________ Courseware Licensing In addition to our public and corporate/onsite training, our Courseware - which we develop in-house - is available for licensing under our flexible Licensing Program, including Train-the-Trainer (for qualifying organizations). ___________________________ my.itsmacademy.com Portal - extends the classroom experience for our learners and provides everything our authorized trainers need to prepare for and teach our classes. ___________________________ Professional Education Hours (PDUs/CPEs/CEUs): ITSM Academy is recognized by PMI® as a Global Registered Education Provider (R.E.P.). Attendees earn Continuing Professional Education (CPE) hours which can be reported to PMI or to organizations such as ISACA.
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