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Catalog

2 0 1 4

17/12/2013

www.itpreneurs.com

www.itpreneurs.com

Brand
Promise
In pursuit of shared success
with our Partners, we promise
to be the global leader in IT
best practice competence
development by innovating,
building and delivering quality
content portfolios that empower
learners to be effective IT
professionals.

En la bsqueda del xito compartido con nuestros Partners, nos comprometemos a ser el
lder mundial en el desarrollo de las competencias sobre las mejores prcticas mediante la
innovacin, la construccin y la entrega de calidad en las carteras de contenido que permiten a
los estudiantes a ser efectivos profesionales de TI.

Na busca de sucesso compartilhado com os nossos Parceiros, prometemos ser o lder global no
desenvolvimento de competncias em melhores prticas de TI, atravs de inovao, construo
e entrega de portflios com contedos de qualidade que capacitem os alunos a serem
profissionais de TI eficazes.

For at opn succes sammen med vores partnere vil vi vre verdens frende i
kompetenceudvikling inden for it best practices. Det sker ved, at vi fornyer, sammenstter og
leverer uddannelsestilbud af hj kvalitet, som skaber effektive it-professionelle.

IT

IT

ITIT

www.itpreneurs.com

Q1 2014
Highlights
New Courses HDI

Dear Partners,
Were pleased to let you know that on the eve of this coming new year, were
poised with an expansive, evolving portfolio that will prove to outshine many
others in the coming months. This, to meet the needs of IT professionals
helping them to survive and thrive in the face of todays business demands.
This past year, we added Blooms 4/5 level blended training courses, videos,
self-paced elements and instructor interaction, as well as eBooks and serious
business simulations to our delivery methods.
In 2014, we will be renewing our portfolio with many exciting, new learning
solutions. The first of these are available (and shown on the right). These
solutions will be joined by other exciting training courses that fall into new
categories, including Solutions Development and Deployment, Service and
Operations Management; Security and Risk Management.
On behalf of all of us at ITpreneurs, were looking forward to forging a bright
new year ahead with you, our valued Partners.
Arjan Woertman
Product Portfolio Director

HDI Customer Service Representative


HDI Support Center Analyst
HDI Desktop Support Technician
HDI Support Center Team Lead
HDI Support Center Manager
HDI Desktop Support Manager
HDI Support Center Director
Knowledgement Management Foundations:
KCS Principals
Knowledge-Centered Support Fundamentals

New Courses ISO 22301 and 27005


ISO 22301 Foundation
ISO 22301 Lead Auditor
ISO 22301 Lead Implementer
ISO/IEC 27005 Risk Manager

New Courses ArchiMate 2


ArchiMate 2 Foundation Level 1
ArchiMate 2 Certified Level 2
ArchiMate 2 Level 1 & 2 Combined

www.itpreneurs.com

Product Portfolio
Emerging Technologies
Cloud Computing

Services Portfolio
19
21

IT Governance and Strategy


47
COBIT
49
TOGAF
67
ISO/IEC 27001
83
ISO 22301
93
ISO/IEC 27005
103
ArchiMate 107
XBRL 115

Service Management
121
ITIL 123
ISO/IEC 20000
219
Kepner-Tregoe 227
HDI 237

Process Improvement
267
TIPA 269

Project and Program Management


283
PRINCE2 285
PMP 293
Agile/Scrum 303
Project Management Simulation
311

Metricus 317
Metricus Framework
319
Metricus for Remedy
323
Metricus for ServiceNow
329

Learning Infrastructure Services


Learning Portal Licensing
Courseware Hosting
Exam Hosting and Delivery

337
338
340
341

Customization Services
LMS Content Integration
Courseware Co-Branding
Custom Courseware and Exam Development

343
344
345
346

Accreditation Services
Instructor Accreditation Program
Train the Trainer Program
Partner Accreditation Program

349
350
351
352

ITpreneurs Exam Center Services


ITpreneurs Exam Centers

355
356

ITpreneurs Partner Course Calendar (PCC) Services


ITpreneurs Partner Course Calendar

359
360

Course Delivery Legend

CL

VC

EX

SIM

eLearning

Classroom

Virtual
Classroom

Blended

Exam

Simulation

TTT

ICF

Train
Instructor
The Trainer Course
Familiarization

www.itpreneurs.com

ITpreneurs: Provider of Education and Knowledge Solutions


Through a global network of certified delivery and
training partners, we offer the most comprehensive
portfolio of competence development programs.
Through classroom, eLearning and blended course
environments, our solutions have been delivered in over
45 countries and offered in 12 languages. ITpreneurs
has trained thousands of IT professionals in hundreds of
corporations.
With expertise in key domains including ITSM, IT
Governance and Strategy, Solution Development and
Deployment, Process Improvement, Project Management,
and Cloud Computing, ITpreneurs provides guidance on a
broad range of frameworks and integrated solutions.

Introduction
ITpreneurs Best Practices
www.itpreneurs.com

Our Approach
Identify good practices across various IT domains.
Develop a portfolio of courses, materials,
implementation guidance and support toolkits.
Create awareness among target audiences about the
benefits of the framework.
Enable partners to add these good practices to their
portfolio of competencies and services.
Build case studies, success stories, improve the
materials, localize content in 12 languages.

www.itpreneurs.com

11

Global
Delivery Network
Over 250 certified instructors
worldwide deliver ITpreneurs
solutions to partners and
customers. The ITpreneurs
Trainer Certification Program
ensures that all instructors
deliver a consistent, high-quality
learning program. Our delivery
capability spans more than
twelve global languages.

www.itpreneurs.com

13

Product
Portfolio
Emerging Technologies

ITpreneurs
Best Practices

Cloud Computing

IT Governance and Strategy


COBIT
TOGAF

ISO/IEC 27001
ArchiMate

ISO 22301

ISO/IEC 27005

Service Management
ITIL

ISO/IEC 20000
Kepner-Tregoe
HDI

Process Improvement

ISO/IEC 27001

COURSEWARE

ISO/IEC 20000

TIPA

Project and Program Management PRINCE2


PMP
AGILE/Scrum

Project Management Simulation

Metricus

Metricus Cloud / Hosted


Metricus for ServiceNow
Metricus for Vivantio
www.itpreneurs.com

15

Our
Portfolio
Vision
We intend to be the trusted
supplier of innovative training
and knowledge solutions that
enable establishment of
best in class IT organizations.

Innovation in design,
form, content, and
usability of our solutions

Thought leadership in known


and accepted IT best practice and
management frameworks

Capability Building in IT professionals from novice


to experts in their chosen domain

www.itpreneurs.com

17

Emerging
Technologies
Going Into the Cloud?
Cloud computing is changing the way we work and the way we
engage with our customers. Virtually every organization is now
exploring their potential for cloud computing, searching for a
higher agility, scalability and even new business opportunities.
Still, many organizations struggle to correctly adopt cloud
computing to their advantage, not anticipating the impact it
has on the entire organization. With the help of the ITpreneurs
Cloud Certification Program, organizations and professionals
can successfully prepare for the journey into the cloud and
attain real cloud benefits.

www.itpreneurs.com

19

Emerging
Technologies

Cloud
Computing
Get Your People Ready for the Cloud
ITpreneurs, together with a review board of industry leading organizations
including the ING Group, Cisco, EMC, HP, IBM and Virtual Clarity, developed the
Cloud Certification Program for IT professionals.
Start with Essential Training
The impact of cloud computing implementation on business processes,
governance, security, and a common understanding of the technology behind
cloud computing is covered wit the Essentials education.
Continue with the Professional Series Training
Develop advanced cloud capabilities through the Professional Cloud courses:
from enabling Technology professesionals to architect cloud solutions, to
ensuring that senior security professionals can guarantee secure use of the cloud.

Courses & Certifications


Cloud Awareness
CompTIA Cloud Essentials
Cloud Credential Council (CCC) Virtualization Essentials
Business Simulation Cloud Challenge
CCC Professional Cloud Administrator
CCC Professional Cloud Developer
CCC Professional Cloud Security Manager
CCC Professional Cloud Service Manager
CCC Professional Cloud Solutions Architect

Emerging Technologies

www.itpreneurs.com

21

Awareness

Describe the landscape of different types of virtualization and understand the different types of clouds.
Illustrate how key application features can be delivered on virtual infrastructures.
Explain typical steps that lead to the successful adoption of virtualization technologies.
Understand the similarities and differences between cloud computing and outsourcing.

Course Logistics:
Computer (Pentium IV, Internet Explorer 5.x, cookies enabled,
Macromedia Flash Player 6.0, speakers or a headset, and
1,024X768 pixel resolution)
Broadband Internet connection

The Cloud Awareness


eLearning course is an essential
introduction for IT and business
executives who need to gain
fast insight into virtualization
and cloud computing, the core
benefits, and the impact on the
organization.

Prerequisites:
None
Course Student Material:
Online, self-paced instructional material available for 90 days
Agenda:
Course Module

Topics

Course Introduction

Course Overview

1. Introduction to Virtualization and Cloud Computing

Concepts and Definitions


Cloud Computing and Virtualization in Context
Landscape
Suitability for Organizations

2. Virtualization

Server Virtualization
Workplace Virtualization
Vendors
Business Value
Adopting Virtualization

3. Cloud Computing

Cloud Service Model


Cloud Service Providers
Risks Connected to Cloud Computing

Virtualization and Cloud Awareness Course eLearning


Certificate: None
Duration: 4 hours
Course Delivery: eLearning

Course ID: VCC1110E


Language: English
Credits: 4 PDUs

Course Description:
The Virtualization and Cloud Awareness course provides a 4-hour, interactive, online learning experience. This
self-paced eLearning course is ideal for those who require a basic understanding of the virtualization and cloud
computing concepts in a time-efficient manner. The course has been designed for learners who need this basic
awareness as a general interestas part of a larger program initiativeas opposed to the full certification
Virtualization and Cloud Essentials courses.
The Cloud Awareness Course will be of interest to:
IT and business executives who want to receive an overview of the concepts and the significance of virtualization
and cloud computing.
IT and business staff who need a brief overview and awareness of the virtualization and cloud computing
concepts.
Learning Objectives:
At the end of this course, participants will be able to:
Understand the common terms and definitions of virtualization and cloud computing and be able to give
examples.
Understand the technical capabilities and business benefits of virtualization and cloud computing and how to
measure these benefits.

Emerging Technologies

Ordering Options:
Description

Code

Virtualization and Cloud Computing Awareness Course eLearning

VCC1110E

ITpreneurs is a Certified Content Partner with the Cloud Credential Council

www.itpreneurs.com

23

Essentials
The Essentials courses and exams are intended for a wide range of professionals who will
see their process areas affected by the implementation of cloud computing, including IT
support Staff, Developers, Architects, Consultants, Process Managers, Account Managers
and IT Managers. The courses and exams are also intended for technical IT specialists
who work with, or are going to work with, products from the large vendors such as
VMware, Cisco, Citrix, IBM, Red Hat and Microsoft.

Cloud Essentials
Certificate: CompTIA Cloud Essentials
Duration: 2 day classroom or 12-hour self-paced
eLearning course
Course Delivery: (Virtual) Classroom, Exam

Course ID: VCC1220, VCCJ1220


Language: English, Japanese, Portuguese
Credits: 11 PDUs, 14 CPEs

Course Description:
The Cloud Essentials Course is a 2-day, interactive, classroom-based learning experience. This introductory course
provides a balanced curriculum and addresses the business and technical perspectives of cloud computing. It will
also explain how to adopt, operate, and govern the cloud. The course enables participants to successfully complete
the associated CompTIA Cloud Essentials Exam to become Cloud Essentials Certified. In addition, the course
complements the Virtualization Essentials course, which they can do either before or after they have taken the
Cloud Essentials course.
This course has been designated as CompTIA Approved Quality Content.
Cloud Essentials courseware is tested by ProCert Labs
Cloud Essentials Courseware is accredited by the Cloud Credential Council.
Course Approach:
Scenario-driven learning has always been one of the key success factors of ITpreneurs courses because it puts
participants in the right mindset to apply the principles in a realistic setting. Role-play activities included in this
course present a real-world connect using situations that can occur in the day-to-day life of participants. Moreover,
interactivities such as brainstorms, quizzes, and discussions add to the interactive nature of this course.

Emerging Technologies

The Cloud Essentials Course will be of interest to:


IT Support Staff
IT Consultants
Business Managers
Business Analysts
Small and Mid-sized Business Owners
Specialists (IT, security, infrastructure, services, systems, test, etc.)
Business Process Owners
IT Developers
Service ProvidersSystem Integrators
Architects
Consultants
IT Management
Learning Objectives:
At the end of this course, participants will be able to:
Understand the common terms and definitions of cloud computing.
Understand the business benefits and business considerations of cloud computing.
Understand cloud computing from a technical perspective and recognize the various techniques, methods,
challenges, and types of clouds.
Understand the impact and changes of cloud computing on IT Service Management.
Explain typical steps that lead to the successful adoption of cloud computing and understand the implications for
organizations.
Recognize the compliance, risk, and regulatory consequences of cloud computing and its financial and strategic
impact on an organization.
Course Logistics:
Classroom U-shaped setup preferred
Whiteboard, flipchart, and projector
Participants maximum of 16
Virtual Classroom Software (provided by ITpreneurs), in the event of a virtual classroom delivery
Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the IT domain.
Course Student Material:
Participants receive a copy of the classroom presentation material and the Participant Handbook, which contains
Reference Material. In addition, a sample Exam is provided.
About Examination:
The course includes an Exam Preparation module, preparing participants to complete the CompTIA Cloud
Essentials Exam on the second day of the course. This exam can also be taken outseide the classroom course
through a Pearson Vue Testing Center.
The exam consists of 50 questions, the passing score is 720 (on a scale of 900), and is web-based in English,
Japanese and Portuguese.
Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials
Exam are eligible for the Cloud Technology Associate Certificate (www.cloudcredential.org).

www.itpreneurs.com

25

Agenda:

CompTIA Cloud Essentials eLearning

Day 1

Day 2

1. Course Introduction

6. Operating in the Cloud

2. Introduction to Cloud Computing

7. Governing the Cloud

3. Business Perspective

8. Exam Preparation

4. Technical Perspective

9. Exam

Certificate: CompTIA Cloud Essentials Certificate


Duration: 12 hours
Course Delivery: eLearning

Course ID: VCC1220E


Language: English, Portuguese, Japanese
Credits: 11 PDUs

5. Adopting the Cloud


Ordering Options:
Description

Code

Cloud Essentials Course Materials printed by ITpreneurs

VCC1220MPI

Cloud Essentials Course Materials printed by partners

VCC1220MPP

Cloud Essentials Course Online exam

VCC1220XO

Cloud Essentials Course Instructor

VCC1220I

Course Description:
The Cloud Essentials Course is a 12-hour, interactive, online learning
experience. This introductory course provides a balanced curriculum and
addresses the business and technical perspectives of cloud computing.
It also explains how to adopt, operate, and govern the cloud. The course
enables participants to successfully complete the associated CompTIA Cloud
Essentials Exam to become Cloud Essentials Certified.
This course has been designated as CompTIA Approved Quality Content
Cloud Essentials courseware is tested by ProCert Labs
Cloud Essentials courseware is accredited by the Cloud Credential Council
Course Approach:
Scenario-driven learning has always been one of the key success factors of
ITpreneurs courses because it puts the participants in the right mindset to apply the principles in a realistic setting.
The scenarios included in this online course present a real-world connect using situations that can occur in the dayto-day life of participants. In addition, interactivities such as quizzes and assignments add to the interactive nature of
this course
Audience:
IT Support Staff
IT Consultants
Business Managers
Business Analysts
Small and Midsized Business Owners
Specialist (IT, security, infrastructure, services, systems, test, and so on)
Business Process Owners
IT Developers
Service Providers
System Integrators
Architects
Consultants
IT Management

ITpreneurs is a Certified Content Partner with the Cloud Credential Council

Emerging Technologies

Learning Objectives:
At the end of this course, participants will be able to:
Understand the common terms and definitions of cloud computing
Comprehend the business benefits and business considerations of cloud computing.
Understand cloud computing from a technical perspective and recognize the various techniques, methods,
challenges, and types of clouds.
Understand the impact and changes of cloud computing on IT service management.

www.itpreneurs.com

27

Explain typical steps that lead to the successful adoption of cloud computing, and understand the implications for an
organization.
Recognize the compliance, risk, and regulatory consequences of cloud computing and its financial and strategic
impact on an organization.
Course Logistics:
Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset,
and 1,024X768 pixel resolution)
Broadband Internet connection
Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the IT domain
Course Student Material:
Online, self-paced instructional material available for 90 days
About the Examination:
The course includes an Exam Preparation module, preparing participants to complete the CompTIA Cloud
Essentials Exam on the second day of the course.
The exam consists of 50 questions, the passing score is 720 (on a scale of 900), and is web-based in English,
Japanese and Portuguese.
Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials
exam are eligible for the Cloud Technology Associate Certificate (www.cloudcredential.org).
Agenda:
Course Modules Topics
1. Course Introduction

Course Overview and Logistics

2. Introduction to Cloud Computing Context, History, Definitions, and Types of Clouds


3. Business Perspective

Business Perspectives, Business Case, and Outsourcing vs. Cloud Computing

4. Technical Perspective

Taxonomy, Techniques, Methods, Challenges, Risks, and Implications

4. Adopting the Cloud

Roadmaps, Vendors, Cloud Readiness, and Migration

5. Operating in the Cloud

Service Management: Control, Design, Change, and Run

6. Governing the Cloud

Risk Management, Financial Management, and Vendor Management

7. Exam Preparation

50 Questions

Exam

Optional

Ordering Options:
Description

Code

Cloud Essentials eLearning Course

VCC1220E

Cloud Essentials Course Online exam

VCC1220XO

Virtualization Essentials
Certificate: CCC Virtualization Essentials Certificate
Duration: 2 days
Course Delivery: (Virtual) Classroom, Exam

Course ID: VCC1210


Language: English
Credits: 14 PDUs, 18 CPEs

Course Description:
The Virtualization Essentials course is a 2-day, interactive, classsroom-based learning experience. The course provides
a balanced curriculum and addresses the business perspective, the technical organization, and operating, and
governing virtualization. The course enables participants to successfully complete the associated Essentials exam. In
addition, this course complements the Cloud Essentials course. The participants can do the Cloud Essentials course
either before or after theyve taken the Virtualization Essentials course.
Course Approach:
Scenario-driven learning has always been one of the key success factors of ITpreneurs courses because it puts
participants in the right mindset to apply the principles in a realistic setting. The role-play activities included in this
course present a real-world connect, using situations that can occur in the day-to-day life of the participants. In
addition, interactivities such as brainstorms, quizzes, and discussions add to the interactive nature of this course.
The Cloud Virtualization Essentials Course will be of interest to:





IT Support Staff
IT Consultants
Business Managers
Business Analysts
Small andMid-sized Business Owners
Specialist (IT, security, infrastructure, services, systems,
test, etc.)

Business Process Owners


IT Management
IT Developers
Service Providers
System Integrators
Architects
Consultants

Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the IT domain.
Learning Objectives:
At the end of this course, participants will be able to:
Understand the common terms and definitions of virtualization.
Comprehend the business benefits and business considerations of virtualization.
Understand various approaches to server virtualization, its relevance to the modern data center, available platforms
and important features.
Understand the implications of virtualization on storage, networks, and applications, and recognize issues,
challenges, and opportunities for managing this.
Comprehend the implications of virtualization in the modern workplace, and recognize challenges and
opportunities for managing this.
Understand the impact and changes of virtualization on IT Service Management.
Explain typical steps that lead to the successful adoption of virtualization techniques, and understand the
implications for an organization.
Recognize the compliance, risk, and regulatory consequences of virtualization and its financial and strategic impact
for an organization.

ITpreneurs is a Certified Content Partner with the Cloud Credential Council

Emerging Technologies

www.itpreneurs.com

29

Course Logistics:
ClassroomU-shaped setup preferred
Whiteboard, flipchart, and projector
Participants maximum of 16

Virtualization Essentials eLearning

Course Student Material:


Participants receive a copy of the classroom presentation material and the Student Handbook, which contains Reference
Material. In addition, a Virtualization Essentials Sample Exam is provided.
Examination:
The course includes an Exam Preparation module, preparing participants for the Virtualization Essentials exam on
the second day of the course.
The online exam is closed-book format, with 40 multiple-choice questions. The pass score is 65% (26 out of 40
questions). The exam is 60 minutes long.
A proctor, nominated by the candidate, is required to take the exam. ITpreneurs will provide all forms to register the
proctor.
Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials
exam are eligible for the Cloud Technology Associate Certificate (www.cloudcredential.org).
Agenda:
Day 1

Day 2

1. Course Introduction

6. Workplace Virtualization Technologies

2. Introduction to Virtualization

7. Adopting Virtualization

3. Business Perspective

8. Operating Virtualization

4. The Virtual Data Center: Server Virtualization

9. Governing Virtualization

5. The Virtual Data Center: Storage Networks, and Applications

10. Exam Preparation


Exam

Ordering Options:
Description

Code

Virtualization Essentials Course Materials printed by ITpreneurs

VCC1210MPI

Virtualization Essentials Course Materials printed by partners

VCC1210MPP

Virtualization Essentials Course Online exam

VCC1210XO

Virtualization Essentials Course Instructor

VCC1210I

Certificate: CCC Virtualization Essentials


Duration: 12 hours
Course Delivery: eLearning

Course ID: VCC1210E


Language: English
Credits: 12 PDUs

Course Description:
The Virtualization Essentials course is a 12-hour, interactive, online learning experience. The course provides a
balanced curriculum and addresses the business perspective, the technical organization, and operating and
governing virtualization. The course enables the participants to successfully complete the associated Virtualization
Essentials exam to become a Virtualization Essentials Professional (VEP) In addition, the course complements the
Cloud Essentials course. The participants can take the Cloud Essentials course either before or after theyve taken the
Virtualization Essentials course.
Course Approach:
Scenario-driven learning has always been one of the key success factors of ITpreneurs courses because it puts
participants in the right mindset to apply the principles in a realistic setting. The role-play activities included in this
course present a realworld connect using situations that can occur in the day-to-day life of participants. In addition,
interactivities such as brainstorms, quizzes, and discussions add to the interactive nature of this course
Audience:
IT Support Staff
IT Consultants
Business Managers
Business Analysts
Small and Midsized Business Owners
Specialist (IT, security, infrastructure, services, systems, test, and so on)
Business Process Owners
IT Developers
Service Providers
System Integrators
Architects
Consultants
IT Management
Learning Objectives:
At the end of this course, participants will be able to:
Understand the common terms and definitions of virtualization.
Comprehend the business benefits and business considerations of virtualization.
Understand various approaches to server virtualization, its relevance to the modern data center, available platforms,
and important features.
Understand the implications of virtualization on storage, networks, and applications and recognize issues,
challenges, and opportunities for managing this.
Comprehend the implications of virtualization on the modern workplace, and recognize challenges and
opportunities for managing this.
Understand the impact and changes of virtualization on IT service management.

ITpreneurs is a Certified Content Partner with the Cloud Credential Council

Emerging Technologies

www.itpreneurs.com

31

Explain typical steps that lead to the successful adoption of virtualization techniques, and understand the
implications for an organization.
Recognize the compliance, risk, and regulatory consequences of virtualization and its financial and strategic impact
on an organization.

Cloud Challenge Business Simulation

Course Logistics:
Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset,
and 1,024X768 pixel resolution)
Broadband Internet connection
Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the IT domain.
Course Student Material:
Online, self-paced instructional material available for 90 days.
About the Examination:
The course includes an Exam Preparation module, preparing participants for the Virtualization Essentials exam on the
second day of the course.
The online exam is closed-book format, with 40 multiple-choice questions. The pass score is 65% (26 out of 40
questions). The exam is 60 minutes long.
A proctor, nominated by the candidate, is required to take the exam. ITpreneurs will provide all forms to register the
proctor.
Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials
exam are eligible for the Cloud Technology Associate Certificate (www.cloudcredential.org).

Certificate: N/A
Duration: 4 hours
Course Delivery: Online Game

Course ID: VCC1230SIM


Language: English
Credits: 4 PDUs

Course Description:
The Cloud Challenge business simulation is an online, single-player, serious game. During the 4-hour game,
players will experience the business changes caused by cloud computing and virtualization. Players will interact
with business partners and stakeholders from IT and other departments, and will make strategic choices on cloud
computing techniques that have an impact throughout the business. The game consists of multiple scenarios, each
focusing on different topics from the cloud computing and virtualization eLearning courses.
Course Approach:
Taking place in a fictional enterprise, the Cloud Challenge game gives insight into the application of cloud computing
and virtualization in real-world scenarios. The game gives context to the subject matter and delivers a fun, highly
interactive experience to anchor the players knowledge of cloud computing and virtualization.
Anchors knowledge gained during the Virtualization and Cloud Essentials courses
An exciting method to put theory into practice
Multiple scenarios, providing exposure to a broad set of issues
Single-player game; play online anywhere, any time
Ability to compete with players from all over the world

Agenda:
Modules

Topics

1. Course Introduction

Course Overview

2. Introduction of Virtualization

Context, Definitions, and Landscape

3. Business Perspective

Business Value, Inhibitors, and Challenges

4. The Virtual Data Center: Server Virtualization

Server Virtualization, Elements, Platforms, and Features

5. The Virtual Data Center: Storage, Networks, and


Applications

Storage, Networking, Automation, Tools, and


Implications

6. Workplace Virtualization Technologies

Workplace, Challenges, and Solutions

The Cloud Challenge Business Simulation course will be of interest to:

7. Adopting Virtualization

Roadmaps, Service Introduction, and Migration


Techniques

8. Operating Virtualization

Service Management Applied to Virtualization

9. Governing Virtualization

Risk Management, Financial Management, and Sharing


Policy

10. Exam Preparation

40 Sample Questions

Exam

Optional

Ordering Options:
Description

Code

Virtualization Essentials eLearning Course

VCC1210E

Virtualization Essentials Online exam

VCC1210XO

IT Support Staff
IT Consultants
Business Managers
Business Analysts
Small and Mid-sized Business Owners
Specialist (IT, security, infrastructure, services, systems, test, etc.)
Business Process Owners
IT Developers
Service Providers
System Integrators
Architects
Consultants
IT Management

ITpreneurs is a Certified Content Partner with the Cloud Credential Council

Emerging Technologies

www.itpreneurs.com

33

Learning Objectives:
At the end of this course, participants will be able to:
Understand the relationships and differences between virtualization and cloud computing.
Comprehend the characteristics of clouds and cloud services from a business perspective.
Demonstrate how the characteristics of cloud computing and virtualization lead to business value.
Explain the steps that lead to the successful adoption of cloud computing and virtualization services.
Identify the organizational capabilities that are relevant for realizing cloud benefits.
Understand the impact and changes of cloud computing on IT Service Management.
Explain and identify the issues associated with integrating cloud computing into an organizations existing
compliance risk and regulatory framework.
Comprehend how to maintain strategic flexibility.

Course Logistics:
Computer (Pentium IV, Internet Explorer, cookies enabled, Macromedia Flash Player, speakers or a headset, and
1,024X768 pixel resolution)
Broadband Internet connection
Prerequisites:
It is highly recommended that participants have completed both the Virtualization and Cloud Essentials courses
(eLearning or classroom) before playing the game, as it anchors the knowledge learned in these two courses.
Ordering Options:
Description

Code

Cloud Challenge Business Simulation

VCC1230SIM

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Professional
A thorough understanding of cloud technology is key for IT professionals to succeed.
However, in order to excel, they need role-based competences. The Professional level
courses and certifications from the Cloud Credential Council are role based and cover
multiple cloud domains in 5 role-based courses. From the impact of cloud on servicemanagement, the security implications for an administrator, to the cloud benefits for
an architectthese are all covered in the Professional portfolio.

Course ID: VCC1340


Language: English
Credits: None

Course Description
The interaction between a cloud environment and the existing network/administrative policies is one of the most
challenging management issues to resolve. This is the domain of cloud administrators. They configure and maintain
the cloud platformand have to understand and master all aspects regarding cloud provisioning.
The Cloud Administrator course enables Network, Systems, and Database Administrators to effectively operate
in the cloud. This 3-day training program provides a hands-on, practical approach to cloud provisioning for
administrators and touches upon all the aspects of administering cloud services. The training covers best practices
on cloud administration, supported by many vendor technology solutions, covering Open Source and major Vendor
Standards. This is a professional level course, and relevant to professionals with at least 2-5 years of experience as an
Administrator. The course prepares candidates for the Professional Cloud Administrator (PCA) Exam.
Audience
The Professional Cloud Administrator course will be of interest to:
Primary Audience
Network Administrator
Systems Administrator
Database Administrator
Secondary Audience
Service Desk Managers
Senior Operators

Prerequisites
There are no formal prerequisites. However, it is recommended that participants have attained the Cloud Technology
Associate Certification (or its equivalent) from the Cloud Credential Council, and/or that participants are conversant
with cloud concepts and vocabulary.
Course Logistics
Classroom U-shaped setup preferred
Whiteboard, flipchart, and projector
Participants maximum of 16, no minimum requirement

Cloud Administrator
Certificate: Cloud Credential Council Professional
Cloud Administrator (PCA)
Duration: 3 days
Course Delivery: Classroom, Virtual Classroom

Learning Objectives
At the end of this course, the participant will be able to:
Understand Cloud Provisioning and Administration
Outline Disaster Recovery and Business Continuity strategies for Cloud
Explain Performance Measures, Monitoring and Optimization in Production
Understand Cloud Security Fundamentals
Illustrate Federated controls and strategies for multiple cloud and non-cloud administration
Understand Administration of Virtual Infrastructure Services
Understand Administration of Virtual Platform Services
Understand Administration of Virtual Software Services

Course Material
Participants receive a copy of the classroom presentation material and the Participant Handbook.
About the Examination
The Professional Cloud Administrator certification is part of the recognized Professional Series provided by the Cloud
Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved
certification-training program.
Information on recommended follow-on training courses, including approved technology certification, is available
from the Cloud Credential website (www.cloudcredential.org).
Agenda
Day 1

Day 2

Day 3

Cloud Provisioning and


Administration

Federated controls and strategies


for multiple cloud and non-cloud
administration

PaaS Deployment, Administration


and Security of Cloud-Enabled
Platforms

Cloud Bursting

IaaS: Deployment of Virtual Clouds,


Virtual DCs and Virtual Networks

PaaS Application Container


Management Issues

Cloud Interoperability

IaaS: Virtual Storage Provisioning and PaaS Cloud Broker Platforms


Management

Strategic policy design for cloud


usage and compliance

IaaS: Cloud Infrastructure


Benchmarking

SaaS: Cloud service catalogues and


application marketplaces

Disaster Recovery and Business


Continuity strategies for Cloud

IaaS: Deployment Automation And


Elastic Sizing Of Environments

SaaS: Multi-Tenant Data


Management

Performance Measures, Monitoring


and Optimization in Production

IaaS: Workload Definition

Certification Exam Preparation

Cloud Security Fundamentals

IaaS: VM Deployment And


Maintenance Life Cycle

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Course Logistics:
Classroom - U-shaped setup preferred
Whiteboard, flipchart, and projector

Cloud Developer
Certificate: Cloud Credential Council Professional
Cloud Developer (PCD)
Duration: 3 days
Course Delivery: Classroom, Virtual Classroom

Course ID: VCC1320


Language: English
Credits: None

Course Description
A thorough understanding of the technology platform and cloud-computing provider is essential for any cloud
application developer. However, application developers benefit further from having a thorough understanding, and
working-level knowledge, of vendor-neutral application design principles, ensuring that applications provide the
most-value throughout the application lifecycle.
The Cloud Developer course is designed for senior application developers who are designing and developing
applications for cloud environments. This training is delivered as a 3-day classroom or virtual classroom program. The
training covers best practices on application design for cloud environments and supports many vendor technology
solutions, covering Open Source and major Vendor Standards. The principles covered in the course apply to the entire
application lifecycle, and are relevant to any technology or platform.
The course material includes various reference materials that help to continue participants educational experience
when they are back at work after completion of the course. The course prepares candidates for the Professional Cloud
Developer (PCD) Exam provided by the Cloud Credential Council. The PCD is endorsed, recognized and supported by
several key technology vendors and standards bodies. The content for this course, as well as the PCD certification is
based on the cloud standards developed by NIST.
Audience:
The Professional Cloud Developer course will be of interest to:
Application developers
Cloud Application Developers

Course Material:
Participants receive a copy of the classroom presentation material and the Participant Handbook.
About the Examination
The Professional Cloud Developer certification is part of the recognized Professional Series provided by the Cloud
Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved
certification-training program.
Information on recommended follow-on training courses, including approved technology certification, is available
from the Cloud Credential website (www.cloudcredential.org).

Agenda:
Day 1

Day 2

Day 3

Service Modularity, Encapsulation


and Orchestration

Scalable Coding

Interoperability Cloud Code

Cloud Architecture Patterns

Service Modularity, Encapsulation


and Orchestration

Cloud service catalogues and


application marketplaces

Development Monetization
Techniques

Deployment automation and elastic


sizing of environments

Mashups and Open APIs

Cloud Security and Compliance


Fundamentals

Tenant-Aware Application
Development

Deployment automation and elastic


sizing of environments

Metadata and Semantic

Application Architecture Models

Tenant-Aware Application
Development

Testing in the Cloud

Certification Exam Preparation

Learning Objectives:
At the end of this course, the participant will gain competencies in and be able to:
Identify Cloud Architecture Patterns & Development characteristics
Distinguish Cloud Security and Compliance Fundamentals
Understand Deployment automation and elastic sizing of environments
Understand Tenant-Aware Application Development
Distinguish Application Architecture Models
Understand Cloud service catalogues and application marketplaces
Demonstrate the impact of cloud development on testing
Prerequisites:
There are no formal prerequisites; however, it is recommended that participants have achieved the Cloud Technology
Associate certification (or its equivalent) from the Cloud Credential Council (and that participants are conversant with
Cloud concepts and vocabulary). Participants further benefit from a strong background in application design and
development.
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Course Logistics:
Classroom U-shaped setup preferred
Whiteboard, flipchart, and projector

Cloud Security Manager


Certificate: Cloud Credential Council Professional Cloud Security
Manager (PCSM)
Duration: 3 days
Course Delivery: Classroom, Virtual Classroom

Course ID: VCC1350


Language: English
Credits: None

Course Description
Cloud Computing is an emerging technology paradigm that helps organizations deliver IT services faster, with more agility,
and with a lower cost of ownership. IT organizations are becoming more cognizant of the associated risks that come with
cloud environments. Trusting information assets to the cloud requires a thorough understanding of security and of its
associated risks, legal considerations and design of a governance structure.
The Cloud Security Manager course is designed for senior security, audit, and compliance professionals who are
architecting policies and strategies to ensure compliance with and secure use of cloud computing. This training is
delivered as a 3-day classroom or virtual classroom program. The training covers the critical concepts and compliance
considerations and complements this with hands-on, practical exercises, and case studies that extensively refer to best
practices in the area of Security and Governance in a cloud environment.
The course materials also include comprehensive reference materials that help to continue the participants educational
experience post the course. The course prepares candidates for the Professional Cloud Security Manager (PCSM) Exam
provided by the Cloud Credential Council. The PCSM is endorsed, recognized and supported by several key technology
vendors and standards bodies. The content for this course, as well as the PSCM certification is based on and aligned with
cloud standards developed by the National Institute of Standards and Technology (NIST).
Audience:
The Professional Cloud Security Manager course will be of interest to:
Governance, Risk & Compliance (GRC) professionals
Information Security Architect
Compliance Specialists
IT Security Professionals
Network Security Organizer
Security Analyst
Learning Objectives:
At the end of this course, the participant will gain competencies in and be able to:
Analyze Security and Governance Concepts & Challenges in Cloud Computing
Describe what is new in Security in the Cloud?
Outline Contract Management, Terms and Conditions and Legal
Break down IaaS specific Security and Governance Policies
Break down PaaS specific Security and Governance Policies
Break down SaaS: specific Security and Governance Policies
Prerequisites:
There are no formal prerequisites; however, it is recommended that participants have achieved the Cloud Technology
Associate certification (or its equivalent) from the Cloud Credential Council (and that participants are conversant with
Cloud concepts and vocabulary). It is further recommended that participants have achieved the COBIT Foundation and
relevant ISO/IEC 27000 Certifications (or equivalents).
Emerging Technologies

Course Material:
Participants receive a copy of the classroom presentation material and the Participant Handbook.
About the Examination
The Professional Cloud Service Manager certification is part of the recognized Professional Series provided by the
Cloud Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved
certification-training program.
Information on recommended follow-on training courses, including approved technology certification, is available from
the Cloud Credential website (www.cloudcredential.org).

Agenda:
Day 1

Day 2

Day 3

Security and Governance Concepts in


Cloud Computing

Risk Management and the Cloud

IaaS: Disaster Recovery, Business


Continuity, Capacity and Performance
Planning

Security Threats and Challenges in


Cloud Computing

IT Governance and Security

IaaS: Security Automation Tools and


Cloud Computing Cloud Security
Technology

Physical Security and the Impact of


Cloud Computing

Monitoring Users and Systems

PaaS Security and Governance Policies

Virtualization Management and


Security in the Cloud

Contract Management and Ts & Cs:


Terms and Conditions

PaaS: Version Management SDLC

What Security does the Cloud Solve or


Shift?

Legal Controls, IP Intellectual Property


and Privacy

SaaS Security and Governance Policies

What Security Does Cloud Change or


Introduce?

IaaS Security and Governance Policies

SaaS: IDAM Identity and Access


Management Federated
Administration Credentials

Existing Security Reference Models


and Standards

IaaS: Encryption and DRM Digital


Rights Management

SaaS: Single Sign-on

Identifying the Delta in your IT and


Business Architecture for Cloud
Security

IaaS: Network Connectivity Security


APIs and Gateways

SaaS: Assurance and Audit

Certification Exam Preparation

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41

Cloud Service Manager


Certificate: Cloud Credential Council Professional
Cloud Service Manager (PCSM)
Duration: 3 days
Course Delivery: Classroom, Virtual Classroom

Course ID: VCC1330


Language: English
Credits: None

Course Description
In an increasingly interconnected and complex IT environment, IT management is under pressure to deliver more
agile IT services and adapt to change. Organizations are adopting strategies that include cloud computing to
meet these challenges and offer repeatable, flexible and scalable services. Service Management professionals
are challenged to help organizations optimally ensure measurable service delivery and management in cloud
environments.
The Cloud Service Manager course enables Senior (ITIL) Service Managers to design and deliver cloud services. This
training is delivered as a 3-day classroom or virtual classroom program and provides a hands-on, practical approach
to understanding how cloud impacts operational processes, and how to adapt these processes to deliver better
services.
The course materials include comprehensive reference materials that help to continue participants educational
experience post the course. The course prepares candidates for the Professional Cloud Service Manager (PCSM)
Exam provided by the Cloud Credential Council. The PCSM is endorsed, recognized and supported by several key
technology vendors and standards bodies. The content for this course, as well as the PCSM certification is based on
the cloud standards developed by NIST.
Audience
The Professional Cloud Service Manaher course will be of interest to:
Service Managers (with an ITIL background)
Service Management professionals
Cloud Strategy and Management Consultants
Learning Objectives
At the end of this course, the participant will gain competencies in and be able to:
Compare Suppliers, Brokers and Carrier Management
Design Cloud Service Strategy
Deconstruct Federated Cloud Service Desk
Comprehend Cloud Asset Transition Management
Apply Cloud Ecosystem Management
Outline Service Management in different Cloud Scenarios
Differentiate Cloud Tiers and analyze Service Management Availability
Illustrate Distributed and Federated SLA
Show Cost of Quality, Acquisition, Transition and Operation in Cloud
Spot Cloud Market Operations (IaaS)
Analyze key issues for managing cloud platform services
Analyze stages in effective capacity management across platforms
Outline Platform Capacity Management
Illustrate role of SaaS Service Manager

Construct different on-line sourcing environment options: directories, catalogs, apps stores, marketplaces, crowd
sourcing scenarios
Distinguishes the key service management factors involved in marketplace and catalog provision
Analyze the key license management issues in a variety of given scenarios, including on-premise and off-premise
models.
Prerequisites:
There are no formal prerequisites; however, it is recommended that participants have achieved the Cloud Technology
Associate certification (or its equivalent) from the Cloud Credential Council (and that participants are conversant with
Cloud concepts and vocabulary). Participants further benefit from a strong background in IT service management,
and preferably are ITIL Expert, or have completed one or multiple ITIL intermediate certifications.
Course Logistics:
Classroom U-shaped setup preferred
Whiteboard, flipchart, and projector
Participants maximum of 16, no minimum requirement
Course Material:
Participants receive a copy of the classroom presentation material and the Participant Handbook.
About the Examination
The Professional Cloud Service Manager certification is part of the recognized Professional Series provided by the
Cloud Credential Council (CCC). Professional certifications are awarded to candidates who have completed an
approved certification-training program.
Information on recommended follow-on training courses, including approved technology certification, is available
from the Cloud Credential website (www.cloudcredential.org).
Agenda
Day 1

Day 2

Day 3

Suppliers, Brokers and Carrier


Management

Cost of Quality, Acquisition,


Transition and Operation in Cloud

Managed Cloud Platform

Cloud Service Strategy

IaaS Service Manager

Platform Capacity Management

Federated Cloud Service Desk

IaaS: Deployment Automation and


Elastic Sizing of Environments

SaaS Service Manager

Cloud Asset Transition Management

IaaS: Cloud Infrastructure Service


Benchmarking

SaaS: Cloud service catalogs and


application marketplaces (SaaS)

Cloud Ecosystem Management

IaaS: VM Deployment and


Maintenance Life Cycle

End to End Service Management


(SaaS)

Service Management in different


Cloud Scenarios

Spot Cloud Market Operations (IaaS)

Service License Management

Cloud Tiers and Service


Management Availability

PaaS Service Manager

Certification Exam Preparation

Distributed and Federated SLA

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There are no formal prerequisites; however, it is recommended that participants have achieved the Cloud Technology
Associate certification (or its equivalent) from the Cloud Credential Council (and that participants are conversant with
cloud concepts and vocabulary). It is further recommended that participants are TOGAF Certified (or its equivalent).

Cloud Solutions Architect


Certificate: Cloud Credential Council Professional
Cloud Solutions Architect (PCSA)
Duration: 3 days
Course Delivery: Classroom, Virtual Classroom

Course ID: VCC1310


Language: English
Credits: None

Course Description
This course is designed for technology professionals who architect the technology solutions that support the
changing requirements due to adoption of cloud computing, and help organizations leverage the opportunities that
cloud is creating. Solution Architects need to understand the impact that cloud is having on business and information
architecture, application design, data management, and security architectureand be very familiar with the topology
and eco-systems that are being created as a result of increasing adoption of cloud technologies and operating
models.
The Cloud Solution Architect course is designed for senior technology professionals who are architecting and
designing the future generation of technology solutions. This training is delivered as a 3-day classroom or virtual
classroom program. The training covers the critical concepts, and supplements this with hands-on, practical exercises,
and case studies, which extensively refer to the technologies from the most important technologies, platforms and
cloud standards.
The course materials include comprehensive reference materials that help to continue the participants educational
experience after the course. The course prepares candidates for the Professional Cloud Solutions Architect (PCSA)
Exam provided by the Cloud Credential Council. The PCSA is endorsed, recognized and supported by several key
technology vendors and standards bodies. The content for this course, as well as the PCSA certification is based on
the cloud standards developed by NIST.
Audience
The Professional Cloud Solutions Architect course will be of interest to:
Technology Architects
Application Architects
System Architects
Cloud Strategy Consultants
Enterprise Architects
Senior Developers
Learning Objectives:
At the end of this course, the participant will gain competencies in and be able to:
Explain the history of Cloud Computing and its impact on business and IT Architecture
Demonstrate the key engineering concepts of operating as a Service
Explain the impact of Cloud Computing on Service Management
Understand Consumer & Provider Perspectives on Setting Up Cloud Environments
Evaluating a Cloud Solution Architecture
Migrating and transitioning to a Cloud environment

Course Logistics:
Classroom - U-shaped setup preferred
Whiteboard, flipchart, and projector
Course Material:
Participants receive a copy of the classroom presentation material and the Participant Handbook.
About the Examination
The Professional Cloud Solutions certification is part of the recognized Professional Series provided by the Cloud
Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved
certification-training program.
Information on recommended follow-on training courses, including approved technology certification, is available
from the Cloud Credential website (www.cloudcredential.org).
Agenda
Day 1

Day 2

Day 3

Introduction

Evaluating a IaaS Solution


architecture

Evaluating a SaaS Solution


architecture

Cloud Computing topology and


emerging eco-systems

Writing a IaaS Solution Architecture


Specification
Writing a SaaS Solution Architecture
Specification

Service Management Lifecycles and


Cloud

Developing a IaaS Business Case

Consumer and Provider perspective


on setting up cloud environments

Migration, Legacy Transition and


Transformation to IaaS

Developing a SaaS Business Case

Migration, Legacy Transition and


Transformation to SaaS
Security Architecture and Cloud
Evaluating a PaaS Solution
architecture
Cloud ecosystems

Writing a PaaS Solution Architecture


Specification

Targeting the right solution


architecture

Developing a PaaS Business Case

Certification Exam Preparation

Migration, Legacy Transition and


Transformation to PaaS

Prerequisites:
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IT Governance
and Strategy
COBIT
TOGAF
ISO/IEC 27001
ISO/IEC 27005
ISO 22301
XBRL
IT organizations and departments are constantly challenged to
meet performance criteria on the one hand, and conformance
criteria on the other. Effective IT governance is the single most
important predictor of the value an organization generates from IT.
The IT governance and strategy courses in this portfolio enable an
enterprise to implement effective governance over IT and helps meet
their conformance and performance requirements.

ISO/IEC 27001

COURSEWARE

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IT Governance
and Strategy
Governance, Risk and Compliance

COBIT
COBIT Courses and
Training Delivery for Your
Organization
COBIT 5 provides a comprehensive framework that assists organizations in
achieving their objectives for the governance and management of enterprise
IT. Simply stated, it helps organizations create optimal value from IT by
maintaining a balance between realizing benefits and optimizing risk levels and
resource use. It builds on more than 15 years of practical usage and application
of COBIT by many enterprises and users from business, IT, risk, security and
assurance communities.
COBIT 5 enables IT to be governed and managed in a holistic manner for the
entire organizationtaking in the full end-to-end business and IT functional
areas of responsibilityconsidering the IT-related interests of internal and
external stakeholders. COBIT 5 is generic and useful for organizations of all sizes,
whether commercial, not-for-profit or in the public sector.
Our COBIT learning solutions help professionals master COBIT and utilize this
knowledge for effective implementation within their organizations. It also
allows managers to bridge the gap between control requirements, technical
issues, and business risks. The COBIT training portfolio provides a blend of
courses that are available as separate courses or as part of a learning track that
leads to advanced COBIT competence development.

Courses & Certifications


COBIT 5 Foundation
COBIT 5 Implementation
COBIT 5 Assessor
COBIT 5 Foundation eLearning
COBIT 4.1 Foundation
COBIT 4.1 Foundation Course with COBIT Games
COBIT4.1 Implementation Methodology
IT Governance and Strategy

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COBIT 5 Foundation Course


Certificate: COBIT 5 Foundation Course
Duration: 2 days or 3 days (with Exam)
Course Delivery: Classroom, Virtual Classroom

Course ID: GOV1230, GOV1240


Language: English
Credits: 14 PDUs (2 days), 21 PDUs (3 days), 19.5 CPEs

Course Description
The COBIT 5 Foundation course is an interactive, classroom-based learning experience. Participants learn about
the need for an IT governance framework and how COBIT addresses this need by providing the latest insights
into enterprise-wide governance of IT. This course explains the elements and supporting materials of the COBIT
framework, using a logical and example-driven approach for anyone interested in obtaining COBIT foundation level
knowledge. COBIT 5 Foundation is the first step, and a prerequisite, to enroll into the advanced level courses that
ISACA has planned for release in 2013.
COBIT 5 Foundation Plus
We offer COBIT 5 Foundation as a 2-day or a 3-day Plus course. The 3-day course offers essential COBIT 5 learning
that was not originally part of the COBIT 5 syllabus. Plus, the exam and extensive exam training are included in Day 3,
and we spend more time on each module and exercise.
About COBIT
COBIT 5 provides the next generation of ISACAs guidance on the enterprise governance and management of IT.
It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from
business, IT, risk, security and assurance communities. Today, more than ever, information and related technologies
need to be governed, managed and operated in a holistic mannerwith a single, integrated process model that
provides end-to-end coverage of the roles, responsibilities and practices required.
COBIT 5 provides a comprehensive framework that assists enterprises in achieving their objectives for the governance
and management of enterprise IT. It helps enterprises create optimal value from IT by maintaining a balance between
realizing benefits and optimizing risk levels and resource use. COBIT 5 enables IT to be governed and managed in
a holistic manner for the entire enterprise, taking in both the full end-to-end business and IT functional areas of
responsibility, while considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic, and is
useful for enterprises of all sizes; whether commercial, not-for-profit or in the public sector.

Audience
A wide range of business managers, IT management consultants, IT governance professionals, and auditors who wish
to gain a better understanding of COBIT 5 and what it can provide their organization.
Learning Objectives
At the end of this course, participants will gain
competencies in:
Key challenges of using IT
IT governance concepts and benefits
COBIT 5 framework, principles, and enablers
Relationship between stakeholder needs and
governance
Implementation approach for the use of COBIT 5
Structure of COBIT 5 process reference model
IT Governance and Strategy

Governance and management domains


Components of COBIT 5 processes
Need for capability assessments
COBIT 5 ISO/IEC 15504 approach
Application of COBIT 4 maturity model approach with
COBIT 5
Other COBIT 5 enablers for IT governance and
management

Benefits
At the end of this course, participants will enjoy these benefits:
Master COBIT 5 at a foundation level
Interact and learn from peers in this intensive, group-learning exercise
Apply COBIT in their day-to-day practice
The course is a steppingstone for the COBIT Implementation Methodology course, as well as other COBIT 5 courses.
Flexible delivery: the course is available in the traditional classroom, virtual classroom, and eLearning formats.
Case Study
Scenario-driven learning has always been one of the key success factors of the COBIT Foundation course, since it puts
participants in the right mind-set to apply the principles of COBIT in real life. The new case study takes this into account
and builds on it by:
Providing more business-focused challenges through situations and cases
Presenting a real world connect using situations that can occur in the day-to-day life of participants
Discussing the application of COBIT with others
Course Organizational Logistics
Classroom, whiteboard, flipchart and projector, participants maximum of 16, no minimum requirement.
Prerequisites
There are no formal prerequisites; it is recommended that participants have experience in the IT governance domain.
Course Student Material
Participants receive a copy of the classroom presentation materials and the Participant Workbook, which contains reference
material.
About the Examination
The exam is in closed-book format with 50 multiple-choice questions. The pass score is 50%. The exam lasts for 40
minutes. The exam is available as web-based or paper-based.
Course Modules
Day 1

Day 3

Module

Subject

Module

Subject

Course Introduction

10

Exam Preparation Guidance

Why COBIT? IT Governance and


Management Challenges

11

Revision Recap Key COBIT 5 Facts for the


Exam

COBIT 5 An Introduction

12

Self-Study

COBIT 5 Enablers

13

Exam

COBIT 5 Meeting Stakeholder Needs

Day 2
Module

Subject

COBIT 5 Introduction to COBIT 5


Enabling Processes

COBIT 5 The COBIT 5 Processes

COBIT 5 The COBIT 5 Process Components

COBIT 5 Process Capability Assessments

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COBIT 5 Implementation Course


Certificate: COBIT 5 Implementation Course
Duration: 3 days
Course Delivery: Classroom, Virtual Classroom

Course ID: GOV1420


Language: English

Course Description
Get a practical appreciation of how to apply COBIT 5 to specific business problems, pain points, trigger events and
risk scenarios within the organization. Learn how to implement and apply COBIT 5 into your enterprise and how to
effectively use it for client initiatives. Attendees will walk away with an appreciation of how to effectively use COBIT 5
for different organizational scenarios.
The course is supported by practical exercises and engaging, case-based scenarios. Candidates learn how to apply
the COBIT 5 continual improvement lifecycle approach to address requirements and establish and maintain a
sustainable approach to governing and managing enterprise IT as normal business practice.
About COBIT 5
COBIT 5 provides the next generation of ISACAs guidance on the enterprise governance and management of IT.
It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from
business, IT, risk, security and assurance communities. Today, more than ever, information and related technologies
need to be governed, managed and operated in a holistic mannerwith a single, integrated process model that
provides end-to-end coverage of the roles, responsibilities and practices required.
COBIT 5 provides a comprehensive framework that assists enterprises in achieving their objectives for the governance
and management of enterprise IT. It helps enterprises create optimal value from IT by maintaining a balance between
realizing benefits and optimizing risk levels and resource use. COBIT 5 enables IT to be governed and managed in
a holistic manner for the entire enterprise, taking in both the full end-to-end business and IT functional areas of
responsibility, while considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic and is
useful for enterprises of all sizes, whether commercial, not-for-profit or in the public sector.

Audience
IT auditors, IT managers, IT quality professionals, IT leadership, IT developers, process practitioners and managers in IT
service providing firms, and business managers.

Case Study
Scenario-driven learning has always been one of the key success factors of the ITpreneurs COBIT training approach,
since it puts participants in the right mind-set to apply the principles of COBIT in real life. The all-new case study takes
this into account and builds on it by:
Providing more business-focused challenges through situations and cases.
Presenting a real world connect using situations that can occur in the day-to-day life of participants.
Discussing the application of COBIT with others.
Course Organizational Logistics
Classroom setting
Whiteboard, flipchart and projector
Recommended class size: 5-20 learners
Prerequisites
Successful completion of the COBIT 5 Foundation Exam.
Course Material
Participants receive a printed copy of the classroom presentation materials and the printed Participant Workbook,
which contains additional reference material, such as the syllabus, glossary, process reference guide and the mock
exam. Participants may reference a hard copy of the ISACA COBIT 5 Implementation Guide and/or download or
purchase this from the ISACA Web site, www.isaca.org.
About the Examination
The COBIT 5 Implementation examination paper consists of three booklets: the scenario booklet, question booklet
and the answer (sheet) booklet. In total, there are four questions, each testing one syllabus area, in various formats
(multiple choice, multiple response, matching responses and evaluating statements).
The pass mark for the Implementation exam is 50%. Each of the four questions contains 20 question lines, each of
which attracts 1 mark, giving a total of 80 marks. Each of the four questions will be sub-divided into parts. Each of
these parts will identify the portion of the 20 marks allocated to it.
The exam is 150 minutes in duration.
Participants may reference their copy of the Implementation Guide during the examination/

Learning Objectives
At the end of this course, participants will gain competences in:
How to analyze enterprise drivers.
Implementation challenges, root causes and success factors.
How to determine and assess current process capability.
How to scope and plan improvements.
Potential implementation pitfalls.

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COBIT 5 Assessor Course


Certificate: COBIT 5 Assessor Course
Duration: 3 days
Course Delivery: Classroom, Virtual Classroom, Exam

Course ID: GOV1430


Language: English

Course Description
In the COBIT 5 Assessor course, participants will master the understanding of how to perform a formal Process
Capability Assessment and how it can be used to enable business goals, prioritize improvement activities and identify
opportunities for improving the governance and management of IT assets.
The course provides the basis for assessing an enterprises process capabilities against the COBIT 5 Process Reference
Model (PRM). Evidence-based to enable a reliable, consistent and repeatable way to assess IT process capabilities, this
model helps IT leaders gain C-level and board member buy-in for change and improvement initiatives.
Assessment results provide a determination of process capability. They can be used for process improvement,
delivering value to the business, measuring the achievement of current or projected business goals, benchmarking,
consistent reporting and organizational compliance. The course is supported by practical exercises and engaging
case-based scenarios.
A successful practitioner candidate will be able to become an assessor or a lead assessor and apply for full ISACA
certification if they can supply further proof of the competences required by ISACA.
About COBIT 5
COBIT 5 provides the next generation of ISACAs guidance on the enterprise governance and management of IT.
It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from
business, IT, risk, security and assurance communities. Today, more than ever, information and related technologies
need to be governed, managed and operated in a holistic mannerwith a single, integrated process model that
provides end-to-end coverage of the roles, responsibilities and practices required.
COBIT 5 provides a comprehensive framework that assists enterprises in achieving their objectives for the governance
and management of enterprise IT. It helps enterprises create optimal value from IT by maintaining a balance between
realizing benefits and optimizing risk levels and resource use. COBIT 5 enables IT to be governed and managed in a
holistic manner for the entire enterprise, taking in both the full end-to-end business and the IT functional areas of
responsibility, while considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic and is
useful for enterprises of all sizes, whether commercial, not-for-profit or in the public sector.

Audience
This course is designed for:
Internal & external Auditors who want to add process capability assessments to the scope of their audits.
IT auditors who want to add process capability assessments to the scope of their audits.
Consultants who want to be allowed to perform independent process assessments on behalf of their clients.
Learning Objectives
At the end of this course, participants will gain competences in:
How to perform a process capability assessment using the Assessor Guide / COBIT 5.
IT Governance and Strategy

How to apply the Process Assessment Model (PAM) in performing a process capability assessment,
specifically:
-- To use the Process Reference Model, in particular to be able to use the 37 processes outlined in the PRM
-- To apply and analyse the measurement model in assessing process capability levels.
-- To apply and analyse the capability dimension using generic criteria outlined in the PAM.
-- How to identify and assess the roles and responsibilities in the process capability assessment process.
-- How to perform and assess the 7 steps outlined in the Assessor Guide, specifically:
Initiate a process assessment.
-- Scope an assessment, using the tools provided and the PAM for the selection of the appropriate processes.
-- Plan and brief the teams.
-- Collect and validate the data.
-- Do a process attribute rating.
-- Report the findings of the assessment.
How to use the self-assessment guide.
Case Study
Scenario-driven learning has always been one of the key success factors of the ITpreneurs COBIT training approach,
since it puts participants in the right mind-set to apply the principles of COBIT in real life. The all-new case study takes
this into account and builds on it by:
Providing more business-focused challenges through situations and cases.
Presenting a real world connect using situations that can occur in the day-to-day life of participants.
Discussing the application of COBIT with others.
Course Organizational Logistics
-- Classroom setting.
-- Whiteboard, flipchart and projector.
-- Recommended class-size: 5-20 learners.
Prerequisites
Successful completion of the COBIT 5 Foundation Exam.
Course Material
Participants receive a printed copy of the classroom presentation materials and the printed Participant Workbook,
which contains additional reference material, such as the syllabus, glossary, process reference guide and the mock
exam.
About the Examination
The COBIT 5 Assessor examination paper consists of three booklets: the scenario booklet, question booklet and the
answer (sheet) booklet. The scenario booklet contains a scenario providing a description of performing a Process
Capability Assessment using the COBIT 5 Process Assessment Model (PAM). In total, there are eight questions, each
testing one syllabus area, in various formats (multiple choice, multiple response, matching responses and evaluating
statements).
The pass mark for the Implementation exam is 50%. Each of the eight questions contains 10 question lines, each of
which attracts 1 mark, giving a total of 80 marks. Each of the eight questions will be sub-divided into parts. Each of
these parts will identify the portion of the 10 marks allocated to it.
The exam is 150 minutes in duration.
Participants may reference their copy of the COBIT 5 PAM and Assessor Guide during the examination, no additional
support material is permitted.
A successful practitioner candidate will be able to become an assessor or a lead assessor and apply for full ISACA
certification if they can supply further proof of the competences required by ISACA.
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55

COBIT 5 Foundation eLearning


Certificate: COBIT 5 Foundation eLearning
Duration: 16 Hours
Course Delivery: eLearning

Course ID: GOV1230E


Language: English
Credits: 16 PDUs

Course Description
The COBIT 5 Foundation eLearning course is an online, self-paced interactive training course. Participants learn
about the need for an IT governance framework, and how COBIT addresses this need by providing the latest insights
into enterprise-wide governance of IT. This course explains the elements and supporting materials of the COBIT
framework, using a logical and example-driven approach for anyone interested in obtaining COBIT foundation level
knowledge. COBIT 5 Foundation is the first step, and a prerequisite, to enrolling into the advanced level courses.
The ITpreneurs Plus Approach
The ITpreneurs COBIT Foundation eLearning course offers essential COBIT 5 learning that exceeds the APMG COBIT
5 syllabus. Additional content, focusing on the COBIT 5 process guide, ensures practical focus so that learners will
understand the implications of COBIT in their daily jobs.
About COBIT
COBIT 5 provides the next generation of ISACAs guidance on the enterprise governance and management of IT. It
builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from the
business, IT, risk, security and assurance communities. Today, more than ever, information and related technologies
need to be governed, managed and operated in a holistic mannerwith a single, integrated process model that
provides end-to-end coverage of the roles, responsibilities and practices required.
COBIT 5 provides a comprehensive framework that assists enterprises in achieving their objectives for the governance
and management of enterprise IT. It helps enterprises create optimal value from IT by maintaining a balance between
realizing benefits and optimizing risk levels and use of resources. COBIT 5 enables IT to be governed and managed
in a holistic manner for the entire enterprise, taking in both the full end-to-end business and IT functional areas of
responsibility, while considering the IT-related interests of internal and external stakeholders. COBIT 5 is generic, and
useful for enterprises of all sizes; whether commercial, not-for-profit or public.

Audience
A wide range of business managers, IT management consultants, IT governance professionals, quality and process
management professionals and auditors, who wish to gain a better understanding of COBIT 5 and what the
framework can provide their organization
Learning Objectives
At the end of this course, participants will gain competencies in:
Key challenges of using IT
IT governance concepts and benefits
COBIT 5 framework, principles, and enablers
Relationship between stakeholder needs and governance
Implementation approach for the use of COBIT 5
Structure of COBIT 5 process reference model
Governance and management domains
IT Governance and Strategy

Components of COBIT 5 processes


Need for capability assessments
COBIT 5 ISO/IEC 15504 approach
Application of COBIT 4 maturity model approach with COBIT 5
Other COBIT 5 enablers for IT governance and management

Benefits
At the end of this course, participants will enjoy these benefits:
Master COBIT 5 at a foundation level
Apply COBIT in their day-to-day practice
The course is a steppingstone for the COBIT Implementation Methodology course, as well as the COBIT 5 Assessor
course.
Case Study
Scenario-driven learning has always been one of the key success factors of the COBIT Foundation course, since it
puts participants in the right mind-set to apply the principles of COBIT in real life. The new case study takes this into
account and builds on it by:
Providing more business-focused challenges through situations and cases.
Presenting a real world connect using situations that can occur in the day-to-day life of participants.
Course Organizational Logistics
Computer (Pentium IV, Internet Explorer 5.x, cookies enabled, Macromedia Flash Player 6.0, speakers or a headset, and
1,024X768 pixel resolution), Broadband Internet connection.
Prerequisites
There are no formal prerequisites; it is recommended that participants have experience in the IT governance domain.
Course Student Material
Online, self-paced instructional material available for 90 days.
Participants can download the following additional reference materials from the ISACA website
(http://www.isaca.org): COBIT 5.
About the Examination
The exam is in closed-book format with 50 multiple-choice questions. The pass score is 50%. The exam lasts for 40
minutes.
Course Modules
1. Course Introduction
2. Why COBIT? IT Governance and Management Challenges
3. COBIT 5: An Introduction
4. Meeting Stakeholder Needs
5. Introduction to COBIT 5 Enabling Processes
6. The COBIT 5 Processes
7. The COBIT 5 Process Components
8. Process Capability Assessments
9. Other Governance and Management Enablers
10. Exam preparation

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57

COBIT 4.1 Foundation


Certificate: COBIT Foundation
Duration: 2 or 3 days (with Exam)
Course Delivery: Classroom, Virtual Classroom

Course ID: GOV1210, GOVJ1022, GOVP1022,


GOVS1022
Language: English, Japanese, Portuguese, Spanish
Credits: 19.5 CPEs, 14 PDUs (2 days), 21 PDUs (3 days)

Course Description:
The COBIT Foundation course is a 2 or 3-day (with Exam) interactive, classroom-based learning experience.
Participants learn about the need for an IT control framework and how COBIT addresses this need by providing
a globally accepted IT governance and control framework. This course explains the elements and supporting
materials of the COBIT framework using a logical and example-driven approach for everyone interested in obtaining
Foundation-level knowledge of COBIT.

Audience:
A wide range of business managers, IT management consultants, IT governance professionals, and auditors who wish
to gain a better understanding of COBIT and what it can provide to their organization.
Recommended Field of Study:
Business Management & Organization, Management Advisory Services
Learning Objectives:
At the end of this course, participants will gain competencies in:
Identifying how IT management issues affect organizations.
Recognizing the need for a control framework driven by the need for IT governance.
Understanding the principles of IT governance, how IT governance helps address IT management issues, and who
should be responsible for IT governance.
Identifying how COBIT meets the requirement for an IT governance framework.
Understanding how COBIT is used with other standards and best practices.
Identifying the COBIT Framework and all its components control objectives, control practices, and management
guidelines.
Understanding how to apply COBIT in a practical situation.
Identifying the functions that COBIT provides and the benefits of using COBIT.
Identifying how the use of COBIT is supported by ISACA.
Benefits:
Master COBIT at a Foundation level.
Interact and learn from peers in this intensive, group-learning exercise.
The case-study-driven learning enables the participants to apply COBIT in their day-to-day practice.
The course is a stepping-stone for the COBIT Implementation Methodology course as well as other COBIT courses.
Flexible delivery: The course is available in the traditional classroom, virtual classroom, and e-learning formats.
Connection with Standards Explained:
The course explains how other standards and frameworks complement COBIT: ITIL, ISO/IEC 38500, ISO/IEC 27002,
COSO, Implementation Guide, IT Assurance Guide, Security Baseline, and Val IT 2.0

IT Governance and Strategy

Case Study
Scenario-driven learning has always been one of the key success factors of the COBIT Foundation course, as it puts
participants in the right mind-set to apply the principles of COBIT in real life. The new case study takes this into
account and builds on it by:
Providing more business-focused challenges through situations and cases.
Presenting a real world connect using situations that can occur in the day-to-day life of participants.
Discussing the application of COBIT with others.
Course Organizational Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants maximum of 16, no minimum requirement
(In case of virtual course delivery) Virtual Classroom software (provided by ITpreneurs)
Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the IT governance domain.
Course Preparation:
No preparation is needed prior to following this course.
Course Student Material:
Participants receive a copy of the classroom presentation material and the Student Workbook, which contains
Reference Material. In addition, the participants receive the COBIT First Aid Kit (pocket reference guide) and the COBIT
Foundation Sample Exam.
About the Examination:
The course includes an Exam Preparation module, preparing participants to take on the COBIT Foundation exam on
the third day of the course.
The exam is in closed-book format, with 40 multiple-choice questions. The pass score is 70% (28 out of 40
questions). The exam lasts for 60 minutes.
Agenda:
Day 1

Day 2

Day 3

1. Course Introduction

5. The COBIT Components

- Part 1

9. Inter-relationships with other


Frameworks, Standards and
Regulations

2. Why COBIT?

Assignment 3: Preparing for the


Management Meeting

3. COBIT: An Introduction

6. The COBIT Components

- Part 2

Self Study

Assignment 1: IT Challenges for Callwick

Assignment 4: The Resolution for


Callwick

Exam

4. The COBIT Cube

7. Assurance Guidance

Closure and Feedback

Assignment 2: Video on Demand is


Launched

8. COBIT Resources

10. Exam Preparation Guide

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59

COBIT 4.1 Foundation with COBIT Games


Certificate: COBIT Foundation
Duration: 2.5 days
Course Delivery: Classroom, Virtual Classroom

Course ID: GOV1023


Language: English, Japanese
Credits: 17 CPEs

Course Description:
The COBIT Foundation course with the COBIT Games is a highly interactive and engaging classroom learning
experience. It addresses the benefits of a sound IT governance framework and explains how to realize effective IT
governance using the COBIT best practice framework. This training program explains the elements and supporting
materials of the COBIT framework in a logical and example-driven approach for everyone interested in obtaining
foundation-level knowledge of COBIT.
The course is supported by a business simulation, The COBIT Games, where participants learn about the true
meaning of IT governance while preparing a city for hosting the Olympic games. By preparing the infrastructure
of the city, participants learn about the underlying aspects of IT governance and recognize how the adoption of a
process and control framework can help achieve better business alignment, delivery of value, management of risks
and resources, and measurement of performance.
The course includes an exam preparation module, preparing participants to take on the COBIT Foundation exam.
The COBIT Foundation Course and the COBIT Foundation Exam will be of interest to:
IT auditors, IT managers, IT quality professionals, IT leadership, IT developers, and process practitioners and
managers in IT service service-providing firms. Anyone interested in learning more about COBIT will find value in
the COBIT Foundation course and the COBIT Foundation exam.
Learning Objectives:
At the end of this course, the learner will gain competencies in:
Identifying how IT management issues are affecting organizations.
Recognizing the need for a control framework driven by the need for IT governance.
Understanding the principles of IT governance, how IT governance helps address IT management issues, and who
should be responsible for IT governance.
Identifying how COBIT meets the requirement for an IT governance framework.
Understanding how COBIT is used with other standards and best practices.
Identifying the COBIT Framework and all the components of COBIT, which are control objectives, control practices
and management guidelines.
Understanding how to apply COBIT in a practical situation.
Identifying the functions that COBIT provides and the benefits of using COBIT.
Identifying how the use of COBIT is supported by the ITGI.
Additional Competencies that will be gained by playing the COBIT Games:
Recognizing symptoms of poor governance.
Understanding the five focus areas of Governance.
Understanding the true meaning of IT Governance and how a solid governance structure helps to manage
business requirements.
Understanding the meaning and use of the COBIT Cube.
Understanding the characteristics of the COBIT Domains (PO / AI / DS / ME).
Recognizing the impact of regulatory obligations and meeting external requirements.

IT Governance and Strategy

Understanding that uncertainty exists and that COBIT can help to manage uncertainty.
Understanding the need for measuring performance to achieve IT Goals.
Course Logistics:
8-16 participants can attend this course with one instructor. The Game can not be run with less than 8, or more
than 16 people.
One separate desk for the COBIT Game board; 4 people need to be able to sit around the board.
A classroom with tables that can be moved and that are not mounted on the floor.
One break out room.
A projector, a white board, and flipcharts.
A COBIT Game license.
Prerequisites:
There are no formal prerequisites for this course, but it is recommended that the participants have some experience
in the IT governance domain.
Course Student Material:
Participants receive a course book containing copies of all the course materials.
COBIT First Aid Kit.
COBIT Handbook.
It is recommended that students acquire a copy of the COBIT 4.1 publication that can be downloaded for free from
the ISACA Web site.
Agenda:
Day 1
09:30 9:45

Introduction

09:45 10:15

Session 1: IT Challenges
Identify IT Management Issues

10:15 10:30

Coffee Break

10:30 12:00

Session 2: IT Governance and COBIT


IT Governance: Definition
IT Governance: Principles
Need for IT Governance and a Control Framework
Characteristics of a Control Framework
COBIT Value, Limitations, Components, and Benefits
Linking COBIT and IT Governance
Premise and Principle of COBIT
COBIT Cube The Framework

12:00 13:00

Lunch

13:00 - 14:30

COBIT Games Round 1


COBIT Games
Evaluation

14:30 15:45

Session 3: Overview of the COBIT Components Part I


Linking business Goals, IT Goals, and IT processes
Framework, Control Objectives, and Control Practices

14:45 16:00

Coffee Break

16:00 17:30

COBIT Games Round 2


COBIT Games
Evaluation
Homework Assignments
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61

Day 2
09:00 9:15

Recap of the First Day

09:45 10:45

Session 4: Overview of the COBIT Framework Part II


Management Guidelines
Assurance Guide

10:45 11:00

Coffee Break

11:00 12:30

COBIT Games Round 3


COBIT Games
Evaluation

12:30 13:30

Lunch

13:30 14:30

COBIT Games Assignment

14:30 15:30

Session 5: COBIT and the IT environment


COBIT: Alignment with Other Standards and Frameworks
COBIT: Compliance with Laws and Regulations
COBIT and the Sarbanes-Oxley Act

15:30 15:45

Coffee Break

15:45 17:00

COBIT Games Round 4

COBIT 4.1 Implementation Methodology


Certificate: COBIT Implementation Methodology
Duration: 3 days
Course Delivery: (Virtual) Classroom

Course Description:
This 3-day course immerses participants in all aspects of managing an IT governance implementation and
improvement program. The course covers the creation of an implementation roadmap and the change management
activities and techniques that are necessary to improve IT governance. The course is designed using an engaging,
scenario-based approach and includes interactive learning activities to teach a method to follow for ensuring
successful outcomes. In addition, the participants benefit from the practical experience and knowledge provided in
the course.
Prerequisites:
COBIT Foundation Certificate
For the Implementation course, participants need to have at least two years working knowledge of the COBIT
framework.

Practice Exam
Day 3
09:00 09:30

Recap of the Second Day

09:30 10:30

Session 6: COBIT: Resources and Benefits


COBIT Online
COBIT Quick Start
COBIT Security Baseline
IT Governance Implementation Guide

10:30 10:45

Coffee Break

10:45 12:00

Session 7: COBIT Exam Preparation


Practical Hints and Tips for the COBIT Exam
COBIT Exam Format

12:00 12:30

Course Evaluation

14:30 15:30

Optional COBIT Foundation Exam

Audience:
The target group for the COBIT Implementation Methodology course will include, but is not limited to:
Individuals who require detailed understanding of how frameworks such as COBIT, Val IT and Risk IT may be
implemented to enhance the quality of IT governance within an organization.
Senior IT managers, IT managers and supervisors, IT professionals and IT consultants advising organizations on the
implementation aspects of COBIT.
Value:
Leverages the concepts and processes covered in the COBIT Foundation course.
Equips the learner with a proven method to undertake successful implementations.
Provides exercises that are based on real-life experiences and that prepare the participants with guidance on usage
in their own organizations.
Ensures that the course curriculum follows the steps described in ISACAs latest version of the Implementation
Guide, Implementing and Continually Improving IT Governance.

Ordering Options:
Description

Code

COBIT Foundation Course v4.1 2.5 days Material Printed by ITpreneurs English

GOV1023MPI

COBIT Foundation Course v4.1 2.5days Material Printed by Partners English

GOV1023MPP

COBIT Foundation Course v4.1 2.5 days Material Printed by ITpreneurs Japanese

GOVJ1023MPI

COBIT Foundation Course v4.1 2.5 days Material Printed by Partners Japanese

GOVJ1023MPP

COBIT Foundation Course v4.1 2.5 days Instructor

GOV1023I

Game Board License

Depending on Delivery

IT Governance and Strategy

Course ID: GOV1410


Language: English
Credits: 25 CPEs

Design: A highly interactive 3-day classroom course, which includes a case study, group assignments, interactivities
and role plays, where the participants work through a multitude of challenging situations.

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63

Agenda:
Learning Objectives:
Understand how to position IT governance.
Learn how to create the right environment for an IT governance implementation and how to initiate and
implement a lifecycle approach.
Understand how to identify key stakeholders.
Comprehend how to identify the drivers for IT governance based on pain points and trigger events.
Understand how to enable the organization to change its culture and way of working to successfully adopt better
governance practices.
Understand the implementation lifecycle of COBIT in context of implementing better IT governance, IT assurance,
and security, risk or compliance management practices.
Learn how to best plan and manage implementation phases using effective program management techniques.
Assess the current IT governance process capability using COBIT maturity models.
Analyze gaps in maturity and control, and plan improvements using maturity attributes, control objectives and
control practices.
Evaluate and consider practical implementation factors.
Recognize how to integrate and adapt COBIT, VAL IT, Risk IT and other standards and best practices to support IT
governance implementations.
Course Material
Copy of visual aids used in the classroom
Practice exam
Hard copy of the ISACA Guide, Implementing and Continuously Improving IT Governance; students can download
or purchase this from the ISACA Web site www.isaca.org.

Day 1

Day 2

Day 3

Course Introduction

Assignment 3: Identifying the


Success Factors for Implementation

6. Using the COBIT, Val IT and Risk IT


Components

1. Positioning IT Governance

4. Enabling Change

Assignment 6: Creating an
Improvement Plan

Assignment 1: Convincing the CEO


and Board to Take Action

Assignment 4: Developing a Change


Enablement Plan

Wrap-Up Discussion

2. Taking the First Steps

5. Driving the Implementation


Lifecycle

Assignment 2: Developing a HighLevel Business Case

Assignment 5: Driving Improvements

3. Planning the Implementation


Lifecycle
Ordering Options:
Description

Code

COBIT Implementation Methodology Material Printed by ITpreneurs

GOV1410MPI

COBIT Implementation Methodology Material Printed by Partners

GOV1410MPP

COBIT Implementation Methodology Instructor

GOV1410I

Reference Materials:
Implementing and Continuously Improving IT Governance
Val IT
COBIT 4.1
Risk IT
ISO/IEC 38500
Course Logistics:
Maximum 12 students per instructor.
Classroom with U-shaped seating arrangement, where possible.
Three break out rooms/areas, where available.
Whiteboard, flipchart, and projector.
Previous COBIT Foundation certificate numbers provided before the start of the course.

IT Governance and Strategy

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65

IT Governance
and Strategy

TOGAF
TOGAF 9.1 Courses and Delivery
of Training for Your Organization
The Open Groups Architecture Forum, TOGAF 9.1 provides a comprehensive
approach for designing, planning, implementation, and governance of enterprise
information architecture. More than 60 percent of the Fortune 500 companies and
80 percent of the global Forbes 50 companies use TOGAF to reduce time, costs and
risks associated with implementing enterprise architecture; and use it
to improve their business agility.
TOGAF 9.1 training helps organizations make better use of ongoing IT investments
and streamline their existing information systems.
The results are reduced IT expenditure and increased IT performance.
ITpreneurs offers TOGAF 9.1 courses to assist professionals in implementing
these valuable methodologies. Continuous innovation, and the provision of
unprecedented course quality, is reflected in the design of our TOGAF 9.1 portfolio.
Working with ITpreneurs has major benefits for your organization; it ensures a high
quality training experience with expert instructors, excellent interactivity between
class participants and the best course materials with hands-on exercises.
IT Governance and Strategy

TOGAF 9.1
Training by ITpreneurs

TOGA
F

Trainin
g by ITp

IT Gover

nance

9.1

and Str

ategy

reneurs

Courses & Certifications


TOGAF 9 Level 1 Foundation
TOGAF 9 Level 2 Practitioner
TOGAF 9 Level 1 and Level 2 Combined
TOGAF 9 Level 1 and 2 Blended
TOGAF 9 Level 1 and Level 2 eLearning
TM

TOGAF 9

Accredited Training Course

TM

IT Governance and Strategy

TO GA

Ac cre

F 9

dit ed

Tra inin

g Co
urs

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67

Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the IT domain

TOGAF 9 Foundation (Level 1)


Certificate: TOGAF 9 Foundation
Duration: 2 days
Course Delivery: (Virtual) Classroom, Exam

Course ID: INF1210


Language: English
Credits: 21 CPEs, 14 PDUs

Course Description:
The TOGAF 9 Foundation (Level 1) course is a 2-day, interactive, classroom-based learning experience. The course
covers the Foundation Level 1 curriculum and includes many examples of architecture deliverable and artifacts are
provided throughout the course. The course enables participants to successfully complete the associated TOGAF
Level 1 exam, known as TOGAF 9 Foundation. The certification provides validation that the candidate has gained
knowledge of the terminology, structure, and basic concepts of TOGAF 9, and understands the core principles of
Enterprise Architecture and TOGAF.
Audience:
Individuals who require a basic understanding of TOGAF 9
Professionals who are working in roles associated with an architecture project such as those responsible for
planning, execution, development, delivery, and operation.
Architects who are looking for a first introduction to TOGAF 9
Architects who want to achieve Level 2 certification
Learning Objectives:
Individuals certified at this level will have demonstrated their understanding of:
The basic concepts of Enterprise Architecture and TOGAF
The core concepts of TOGAF 9
The key terminology of TOGAF 9
The ADM cycle and the objectives of each phase, and how to adapt and scope the ADM
The concept of the Enterprise Continuum; its purpose and constituent parts
How each of the ADM phases contributes to the success of enterprise architecture
The ADM guidelines and techniques
How Architecture Governance contributes to the Architecture Development Cycle
The concepts of views and viewpoints and their role in communicating with stakeholders
The concept of building blocks
The key deliverables of the ADM cycle
The TOGAF reference models
The TOGAF certification program
Course Logistics:
Classroom U-shaped setup preferred
Whiteboard, flipchart, and projector
Participants maximum of 16

IT Governance and Strategy

Course Material:
Participants receive a Participant Handbook which includes all classroom presentation materials and reference materials,
as well as the exam preparation guide.
Examination:
Certification is only achieved by passing the examination
The exam is in closed-book format and includes 40 multiple-choice questions. The pass score is 55% (22 out of 40
questions). The exam takes 60 minutes and can be taken onsite (online) or through Prometric test centers.
Course Agenda
Day 1
Module

Subject

Time (in
minutes)

Course Introduction

30

Enterprise Architecture An Introduction

30

TOGAF 9 An Introduction

120

The Architecture Development Method

135

Adapting TOGAF to the Context

45

Architecture Principles and Requirements

60

Module

Subject

Time (in
minutes)

Architecture Principles and Requirements Contd

40

Architecture Vision

30

Risk Management

20

10

Enterprise Integration

45

11

Enterprise Continuum and Architecture Repository

30

12

Architecture Patterns

10

13

Architecture Content Framework

60

14

Technology Architecture

10

15

Building Organizational Capability

45

16

Architecture Governance

70

17

Exam Preparation Guide

60

Day 2

Ordering Options:
Description

Code

TOGAF 9.1 Level 1 Foundation Course Materials printed by ITpreneurs INF1210MPI


TOGAF 9.1 Level 1 Foundation Course Materials printed by partners

INF1210MPP

TOGAF 9.1 Level 1 Foundation Course Online exam

INF1210XO

TOGAF 9.1 Level 1 Foundation Course Instructor

INF1210I

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69

Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the IT domain. Note, to be
certified on TOGAF 9 Level 2, it is required to have passed the TOGAF 9.1 Level 1 exam.

TOGAF 9 Practitioner (Level 2)


Certificate: TOGAF 9 Certified
Duration: 3 days
Course Delivery: (Virtual) Classroom, Exam

Course ID: INF1310


Language: English
Credits: 18 CPEs, 21 PDUs

Course Description:
The TOGAF 9 Practitioner (Level 2) course is a 3-day, interactive, classroom-based learning experience. The course
focuses on the practical application of the TOGAF 9 framework, building on the foundational knowledge and
comprehension of Level 1, using practical scenarios to enforce concepts. The purpose of certification for Level 2,
known as TOGAF 9 Practitioner, is to provide validation that, in addition to the knowledge and comprehension of
TOGAF 9 Foundation, the candidate is able to analyze and apply this knowledge. The learning objectives at this level
focus on application and analysis, in addition to knowledge and comprehension.
Audience:
Individuals who require a deeper understanding of TOGAF (e.g. System Integrators, Operational, business and IT
developers, CIOs and IT managers, Program and Project leaders, IT specialists, architects).
Professionals who are working in an organization where TOGAF has been adopted and who need to participate in
architecture projects and initiatives.
Architects who will be responsible for developing architecture artifacts.
Architects who wish to introduce TOGAF into an architecture practice.
Architects who want to achieve a recognized qualification to demonstrate their detailed knowledge of TOGAF.
Learning Objectives:
Individuals certified at this level will have demonstrated their understanding of:
How to apply the ADM phases in development of an enterprise architecture
How to apply Architecture Governance in development of an enterprise architecture
How to apply the TOGAF Architecture Content Framework
How to apply the concept of Building Blocks
How to apply the Stakeholder Management Technique
How to apply the TOGAF Content Metamodel
How to apply TOGAF recommended techniques when developing an enterprise architecture
The TOGAF Technical Reference Model and how to customize it to meet an organizations needs
The Integrated Information Infrastructure Reference Model
The content of the key deliverables of the ADM cycle
How an enterprise architecture can be partitioned to meet the specific needs of an organization
The purpose of the Architecture Repository
How to apply iteration and different levels of architecture with the ADM
How to adapt the ADM for security
SOA as a style of architecture
The role of architecture maturity models in developing an enterprise architecture
The purpose of the Architecture Skills Framework and how to apply it within an organization
Course Logistics:
Classroom U-shaped setup preferred
Whiteboard, flipchart, and projector
Participants maximum of 16 (In case of virtual course delivery: Virtual Classroom Software (provided by ITpreneurs
IT Governance and Strategy

Course Material:
Participants receive a Participant Handbook, which includes all classroom presentation materials and reference materials,
as well as the exam preparation guide..
Examination:
The exam is an open-book format and includes 8 complex, multiple-choice scenario-based questions. The exam takes 90
minutes and can be taken onsite (online) or through Prometric test centers.
Course Agenda
Day 1
Module

Subject

Minutes

Course Introduction

30

The Architecture Development Method

120

Adapting TOGAF to the Context

65

Architecture Principles and Requirements

90

Architecture Vision

45

Stakeholder Management and Risk Management

40

Security Architecture

10

Day 2
Module

Subject

Enterprise Integration

85

Enterprise Continuum and Architecture Repository

40

10

Architecture Content Framework

60

11

Business Architecture Phase

75

12

Information Systems Architectures

90

13

Technology Architecture

95

Day 3
Module

Subject

14

Transition Planning

120

15

Building Organizational Capability

90

16

Architecture Governance

110

17

The Architect

30

18

Exam Preperation Guide

60

Ordering Options:
Description

Code

TOGAF 9 Practitioner (Level 2) Course Materials printed by ITpreneurs

INF1310MPI

TOGAF 9 Practitioner (Level 2) Certified Course Materials printed by partners

INF1310MPP

TOGAF 9 Practitioner (Level 2) Certified Course Online exam

INF1310XO

TOGAF 9 Practitioner (Level 2) Certified Course Instructor

INF1310I

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71

TOGAF 9 Level 1 and 2 Combined Course


Certificate: TOGAF 9 Certified (level 1 and level 2)
Duration: 4 or 5 days
Course Delivery: Classroom, Virtual Classroom, Exam

Course ID: INF1910


Language: English
Credits: 39 CPEs, 28 PDUs

Course Description:
The TOGAF 9 Level 1 and 2 Combined course is an interactive, classroom-based learning experience. The course
covers the curriculi of both Level 1 and level 2. The Foundation level content enables participants to successfully
complete the associated TOGAF Level 1 exam, known as TOGAF 9 Foundation. The certification provides validation
that the candidate has gained knowledge of the terminology, structure, and basic concepts of TOGAF 9, and
understands the core principles of Enterprise Architecture and TOGAF. The TOGAF 9 Level 2 content focuses on the
practical application of TOGAF framework, building on the foundational knowledge and comprehension of Level 1,
using practical scenarios to enforce concepts.
Benefits
Interactivity guaranteed: Group Discussions, Think-Pair-Share, Brainstorming, and 2-Minute Paper Activities. Our
course engages all types of participants, including the quieter lot, and encourages sharing of ideas and team
building among the participants.
Focus on effectiveness: Real-life Analogies, Formative Quizzes, Mind Maps, after-course study guide, and mock
exams. This enhances the participants performance during the course, and focuses on their key strengths and areas
of improvement. We also ensure that people pass the exam.
Engaging: A central case study in the form of a comic strip and eFlash Cards are engaging ways to learn, recall,
and retain. We do not serve up a boring 750-page TOGAF book, or 5 days of theory. We offer a truly engaging
experience
Audience:
Individuals who require a deeper understanding of TOGAF (e.g., System Integrators, Operational, Business and IT
Developers, CIOs and IT Managers, Program and Project Leaders, IT Specialists, and Enterprise Architects).
Professionals who are working in an organization where TOGAF has been adopted and who need to participate in
architecture projects and initiatives.
Enterprise Architects who will be responsible for developing architecture artifacts.
Enterprise Architects who wish to introduce TOGAF into an architecture practice.
Enterptise Architects who want to achieve a recognized qualification to demonstrate their detailed knowledge of
TOGAF.
Learning Objectives:
Individuals certified at this level will have a demonstrated understanding of:
The basic concepts of Enterprise Architecture and TOGAF
The core concepts and terminology used in TOGAF
The concept of the Enterprise Continuum; its purpose and constituent parts
The concepts of views and viewpoints and their role in communicating with stakeholders
The TOGAF certification program.
The ADM guidelines and techniques
How each of the ADM phases contributes to the success of enterprise architecture
The ADM phases in development of an enterprise architecture (and how to apply them)
How Architecture Governance contributes to the Architecture Development Cycle
IT Governance and Strategy

How to apply Architecture Governance in development of an enterprise architecture


How to apply the TOGAF Architecture Content Framework
The concept of Building Blocks (and how to apply them)
How to apply the Stakeholder Management Technique
How to apply the TOGAF Content Metamodel
How to apply TOGAF recommended techniques when developing an enterprise architecture
The TOGAF Technical Reference Model and how to customize it to meet an organizations needs
The Integrated Information Infrastructure Reference Model
The content of the key deliverables of the ADM cycle
How an enterprise architecture can be partitioned to meet the specific needs of an organization
The purpose of the Architecture Repository
How to apply iteration and different levels of architecture with the ADM
How to adapt the ADM for security
SOA as a style of architecture
The role of architecture maturity models in developing an enterprise architecture
The purpose of the Architecture Skills Framework and how to apply it within an organization

Course Logistics:
Classroom U-shaped setup preferred
Whiteboard, flipchart, and projector
Participants maximum of 16
(Virtual Classroom Software is provided by ITpreneurs for the VC course delivery)
Prerequisites:
There are no formal prerequisites; however, it is strongly recommended that participants have some experience in the
Enterprise Architecture domain. Note, to be certified on TOGAF 9 Level 2, candidates must have passed the TOGAF 9
Level 1 exam.
Course Material:
Participants receive a Participant Handbook which includes all classroom presentation materials and reference materials,
as well as the exam preparation guide.
About the Examination:
There are two possibilities for taking the exam. The candidate can take the Level 1 and Level 2 exams separately, or take
the combined exam. The exam is a proctored exam a proctor needs to be registered prior to the exam. Alternatively,
exam vouchers can be provided for use at a testing center.
TOGAF 9 Level 1 Exam:
The exam is closed-book format and includes 40 multiple-choice questions. The pass score is 55% (22 out of 40
questions). The exam takes 60 minutes and can be taken onsite (online) or through Prometric test centers.
TOGAF 9 Level 2 Exam:
The exam is open-book format and includes 8 complex, multiple-choice scenario-based questions. The exam takes
90 minutes and can be taken onsite (online) or through Prometric test centers.
TOGAF 9 Level 1 and 2 Combination Exam:
This examination is made up of two separate sections: the TOGAF 9 Level 1 exam is CLOSED Book and the TOGAF
9 Level 2 exam is OPEN book. Note: at Prometric test centers an electronic copy of the specification is built into the
test and becomes available in Level 2 only.
Time limit: 150 minutes total. Each section has a maximum time limit: TOGAF 9 Level 1has 60 minutes and TOGAF 9
Level 2 has 90 minutes. Once you complete the TOGAF 9 Level 1 section, you cannot return to it.
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73

Course Agenda (5 Days)


Day 1

Course Agenda (4 Days)


Day 1
Module

Subject

Time (in minutes)

Module

Subject

Time (in minutes)

Course Introduction

30

Course Introduction

45

Enterprise Architecture An Introduction

30

Enterprise Architecture An Introduction

45

TOGAF 9.1 An Introduction

120

TOGAF 9.1 An Introduction

155

The Architecture Development Method

240

The Architecture Development Method

175

Day 2

Day 2

Module

Subject

Time (in minutes)

Module

Subject

Time (in minutes)

Recap

Crossword

10

The Architecture Development Method Contd

70

Adapting TOGAF to the Context

85

Adapting TOGAF to the Context

100

Architecture Principals and Requirements

115

Architecture Principles and Requirements

130

Architecture Vision

55

Architecture Vision

60

Stakeholder Management and Risk Management

40

Stakeholder Management and Risk Management

60

Security Architecture

30

10

Enterprise Integration and Service Oriented Architecure

85

Module

Subject

Time (in minutes)

Day 3

Day 3
Recap

Crossword

10

Module

Subject

Time (in minutes)

Security Architecture

45

Recap

eFlash Card

10

10

Enterprise Integration Service Oriented Architecture

95

11

Architecture Patterns

30

11

Architecture Patterns

30

12

Enterprise Continuum and Architecture Repository

40

12

Enterprise Continuum and Architecture Repository

40

13

Architect Content Framework

80

13

Architecture Content Framework

110

14

Business Architecture Phase

75

14

Business Architecture Phase

90

15

Information Systems Architectures

90

16

Technology Architecture

95

Module

Subject

Time (in minutes)

Recap

eFlash Card

10

Time (in minutes)

15

Information Systems Architectures

105

Day 4
Module

Subject

Day 4

Recap

Multiple Choice Questions

10

16

Technology Architecture

115

17

Transition Planning

120

17

Transition Planning

130

18

Building Organizational Capability

90

18

Building Organizational Capability

60

19

Architecture Governance

110

20

The Architect

30

21

Exam Preparation Guide

60

Ordering Options:
Description

Code

TOGAF 9 Level 1 and 2 Combined

INF1910MPI

TOGAF 9. Level 1 and 2 Combined Materials printed by partners

INF1910MPP

TOGAF 9. Level 1 and 2 Combined Online exam

INF1910XO

TOGAF 9 Level 1 and 2 Combined Instructor

INF1910I

IT Governance and Strategy

Day 5
Module

Subject

Time (in minutes)

Recap

Multiple Choice Questions

30

18

Building Organizational Capability Contd

50

19

Architecture Governance

125

20

The Architect

65

21

Exam Preparation Guide

90

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75

TOGAF 9 Level 1 and 2 Combined Blended


Certificate: TOGAF 9 Certified (level 1 and level 2)
Duration: 2-day classroom, 10 hours eLearning
Course Delivery: Blended

Course ID: INF1910


Language: English
Credits: 24 PDUs

Course Description:
The TOGAF 9 Level 1 and 2 Combined blended course is an interactive, classroom and eLearning-based learning experience.
This blended training course combines 10 hours of eLearning and two consecutive classroom days.
The course covers the curriculi of both levels 1 and 2. The Foundation level content enables participants to successfully
complete the associated Level 1 exam, known as TOGAF 9 Foundation. The certification provides validation that the
candidate has gained knowledge of the terminology, structure, and basic concepts of TOGAF 9, and understands the core
principles of Enterprise Architecture and TOGAF. The Level 2 content focuses on the practical application of the TOGAF
framework; building upon the foundational knowledge and comprehension of Level 1 with practical scenarios that
reinenforce the concepts.
Benefits
Interactivity guaranteed: Group Discussions, Think-Pair-Share, Brainstorming, and 2-Minute Paper Activities. Our
course engages all types of participants, including the quieter lot, and encourages sharing of ideas and team
building among the participants.
Focus on effectiveness: Real-life Analogies, Formative Quizzes, Mind Maps, after-course study guide, and mock
exams. This enhances the participants performance during the course, and focuses on their key strengths and areas
of improvement. We also ensure that people pass the exam.
Engaging: A central case study in the form of a comic strip and eFlash Cards are engaging ways to learn, recall,
and retain. We do not serve up a boring 750-page TOGAF book, or 5 days of theory. We offer a truly engaging
experience
Cost efficient: reduce the number of classroom days and save on travel cost and travel time, while maintaining the
classroom training experience and quality level.
More in-class interaction: the requird self-study prior to being in the classroom increased the level of interactivity
and engagement.
Access to resources: free digital copy of the TOGAF 9 standard and an extensive exam preparation guide.
Audience:
Individuals who require a deeper understanding of TOGAF 9, e.g., System Integrators, Operational, Business and IT
developers, CIOs and IT Managers, Program and Project Leaders, IT Specialists, and Enterprise Architects.
Professionals who work in an organization where TOGAF 9 has been adopted and who need to participate in
architecture projects and initiatives.
Enterprise Architects who will be responsible for developing architecture artifacts.
Enterprise Architects who wish to introduce TOGAF 9 into an architectural practice.
Enterprise Architects who want to achieve a recognized qualification to demonstrate their detailed knowledge of
TOGAF 9.

IT Governance and Strategy

Learning Objectives:
Individuals certified at this level will have a
demonstrated understanding of:
The basic concepts of Enterprise Architecture and
TOGAF
The core concepts and terminology used in TOGAF
The concept of the Enterprise Continuum; its purpose
and constituent parts
The concepts of views and viewpoints and their role in
communicating with stakeholders
The TOGAF certification program.
The ADM guidelines and techniques
How each of the ADM phases contributes to the
success of enterprise architecture
The ADM phases in development of an enterprise
architecture (and how to apply them)
How Architecture Governance contributes to the
Architecture Development Cycle
How to apply Architecture Governance in
development of an enterprise architecture
How to apply the TOGAF Architecture Content
Framework

The concept of Building Blocks (and how to apply them)


How to apply the Stakeholder Management Technique
How to apply the TOGAF Content Metamodel
How to apply TOGAF recommended techniques when
developing an enterprise architecture
The TOGAF Technical Reference Model and how to
customize it to meet an organizations needs
The Integrated Information Infrastructure Reference
Model
The content of the key deliverables of the ADM cycle
How an enterprise architecture can be partitioned to
meet the specific needs of an organization
The purpose of the Architecture Repository
How to apply iteration and different levels of
architecture with the ADM
How to adapt the ADM for security
SOA as a style of architecture
The role of architecture maturity models in developing
an enterprise architecture
The purpose of the Architecture Skills Framework and
how to apply it within an organization

Course Logistics:
Classroom: U-shaped setup preferred
Whiteboard, flipchart, and projector
Participants: There is no maximum, the recommended class-size is 5-20 participants
(Virtual Classroom Software is provided by ITpreneurs for the VC course delivery)
eLearning: TOGAF course is compatible with IE 9, Mozilla 13, Google Chrome 20, and Safari 5 MAC, and iPad
Prerequisites:
There are no formal prerequisites. However, it is strongly recommended that participants have some experience in the
Enterprise Architecture domain. If participants have very little experience / background in enterprise architecture, some
amount of additional self study may be needed to prepare for the level 2 exam.
Note: to be certified on TOGAF 9 Level 2, candidates must have passed the TOGAF Level 1 exam.
Course Material:
Participants receive a Participant Handbook which includes all classroom presentation materials and reference materials,
as well as the exam preparation guide.
About the Examination:
There are two possibilities for taking the exam. The candidate can take the Level 1 and Level 2 exams separately, or take
the combined exam. The exam is a proctored exam a proctor needs to be registered prior to the exam. Alternatively,
exam vouchers can be provided for use at a testing center.
Level 1 Exam:
The exam is closed-book format and includes 40 multiple-choice questions. The pass score is 55% (22 out of 40
questions). The exam takes 60 minutes and can be taken onsite (online) or through Prometric test centers.

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77

Level 2 Exam:
The exam is open-book format, and includes 8 complex multiple-choice, scenario-based questions. The pass score
is 60% (5 out of 8 questions). The exam lasts for 90 minutes and can be taken at Prometric test centers.
Level 1 and 2 Combination Exam:
This examination consists of two separate sections. The TOGAF 9 Part 1 is CLOSED Book. The TOGAF 9 Part 2, Section 2
is OPEN book. (Note at Prometric test centers an electronic copy of the specification is built into the test and becomes
available in Part 2 only).
Time limit: 150 Minutes total. Each section has a maximum time limit as follows: 60 Minutes on TOGAF 9 Part 1 and 90
Minutes on TOGAF 9 Part 2. Once you complete the TOGAF 9, Part 1 section, you cannot return to it.
9.1 Level 2 has 90 minutes. Once you complete the TOGAF 9.1 Level 1 section, you cannot return to it.
Course Agenda
10 hours of pre-classroom eLearning, covering the following topics:
Module

Subject

Time (in minutes)

Course Introduction

20

Enterprise Architecture - An Introduction

30

TOGAF 9 - An Introduction

90

The Architecture Development Method

120

Adapting TOGAF to the Context

60

Architecture Principles and Requirements

50

Architecture Vision

30

Stakeholder Management and Risk Management

30

Security Architecture

30

10

Enterprise Integration and Service Oriented Architecure

30

11

Architecture Patterns

15

12

Enterprise Continuum and Architecture Repository

30

13

Architecture Content Framework

30

Classroom Course Agenda


2 days of classroom learning, covering the following topics:
Module

Subject

Time (in minutes)

Day 1
1-13

Case Study Classroom Discussion

300

14

Business Architecture Phase

75

15

Case Study Classroom Discussion

60

Recap

Crossword (Please refer to Appendix C)

10

Day 2
15

Information Systems Architectures

30

16

Technology Architecture

40

16

Case Study Classroom Discussion

50

17

Transition Planning

95

18

Building Organizational Capability

70

19

Case Study Classroom Discussion

20

20

The Architect

15

Recap

eFlash Card (Please refer to Appendix C)

10

21

Exam Preparation Guide

60

IT Governance and Strategy

TOGAF 9 Level 1 and 2 Combined eLearning


Certificate: TOGAF 9 Certified
Duration: 30 Hours
Course Delivery: eLearning

Course ID: INF1910E


Language: English
Credits: 30 PDUs

Course Description:
The TOGAF 9 Level 1 and 2 Combined eLearning course is 30-hour, interactive, online learning experience covering
the curriculi of both TOGAF Level 1 and level 2. The Foundation level content enables participants to successfully
complete the associated Level 1 exam, known as TOGAF 9 Foundation. The certification provides validation that the
candidate has gained knowledge of the terminology, structure and basic concepts of TOGAF 9, and understands the
core principles of Enterprise Architecture and TOGAF. The Level 2 content focuses on the practical application of the
TOGAF framework, building on the foundational knowledge and comprehension of Level 1 using practical scenarios
to enforce concepts.
Designed to make learning engaging and fun, this self-paced TOGAF 9 course provides learners with the knowledge
and confidence to make the right decisions when working with TOGAF. The course follows proven methods to
promote learning; drilling down complex concepts into easy to comprehend chunks.
Benefits
Flexible self-paced learning the eLearning saves 5 in-class days and allows participants to learn at their own pace,
wherever they want.
Focus on effectiveness real-life analogies, formative quizzes, mind maps and mock exams all facilitate
performance of the learners.
Engaging & Fun we dont offer a 750-page TOGAF book turned into slides, but real, animated eLearning with a
central case-study. In other words, a fun and engaging experience.
Audience:
Individuals who require a deeper understanding of TOGAF 9.1 (e.g., System Integrators, Operational, Business and IT
Developers, CIOs and IT Managers, Program and Project Leaders, IT Specialists, and Enterprise Architects).
Professionals who are working in an organization where TOGAF 9 has been adopted and who need to participate in
architecture projects and initiatives.
Enterprise Architects who will be responsible for developing architecture artifacts.
Enterprise Architects who wish to introduce TOGAF into an architecture practice.
Enterptise Architects who want to achieve a recognized qualification to demonstrate their detailed knowledge of
TOGAF 9.
Learning Objectives:
Individuals certified at this level will have a demonstrated understanding of:
The basic concepts of Enterprise Architecture and TOGAF
The core concepts and terminology used in TOGAF 9
The concept of the Enterprise Continuum; its purpose and constituent parts
The concepts of views and viewpoints and their role in communicating with stakeholders
The TOGAF certification program.
The ADM guidelines and techniques
How each of the ADM phases contributes to the success of enterprise architecture
The ADM phases in development of an enterprise architecture (and how to apply them)
How Architecture Governance contributes to the Architecture Development Cycle
How to apply Architecture Governance in development of an enterprise architecture
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79

How to apply the TOGAF Architecture Content Framework


The concept of Building Blocks (and how to apply them)
How to apply the Stakeholder Management Technique
How to apply the TOGAF Content Metamodel
How to apply TOGAF recommended techniques when developing an enterprise architecture
The TOGAF Technical Reference Model and how to customize it to meet an organizations needs
The Integrated Information Infrastructure Reference Model
The content of the key deliverables of the ADM cycle
How an enterprise architecture can be partitioned to meet the specific needs of an organization
The purpose of the Architecture Repository
How to apply iteration and different levels of architecture with the ADM
How to adapt the ADM for security
SOA as a style of architecture
The role of architecture maturity models in developing an enterprise architecture
The purpose of the Architecture Skills Framework and how to apply it within an organization

Course Logistics:
TOGAF course is compatible with IE 9, Mozilla 13, Google Chrome 20, and Safari 5 MAC, and iPad.
Prerequisites:
There are no formal prerequisites. However, it is strongly recommended that participants have some experience in
Enterprise Architecture. Note, to be certified on TOGAF 9 Level 2, it is required to have passed the TOGAF Level 1
exam.
Course Material:
The eLearning consists of all below mentioned modules, as well as access to digital versions of the TOGAF reference
book, glossary, syllabus, case study, and sample exams and quizzes. Access is strictly web-based and remains valid for
3 months after starting the course.
About the Examination:
There are two possibilities for taking the exam. The candidate can take the Level 1 and Level 2 exams separately, or
take the combined exam. The exam is a proctored exam. A proctor needs to be registered prior to taking the exam.
Alternatively, exam vouchers can be provided and used at a testing center.

Course Modules
1

Course Introduction

Enterprise Architecture An introduction

TOGAF 9 An introduction

The Architecture Development Method

Adapting TOGAF to the context

Architecture principles and requirements

Architecture vision

Stakeholder management and risk management

Security Architecture

10

Enterprise integration and service oriented architecture

11

Architecture patterns

12

Enterprise continuum and architecture repository

13

Architecture content framework

14

Business architecture phase

15

Information systems architecture

16

Technology architecture

17

Transition planning

18

Building the organizational capability

19

Architecture governance

20

The architect

21

Exam preparation

Ordering Options:
Description

Code

TOGAF 9 Level 1 and 2 Combined eLearning

INF1910EMPI

TOGAF 9 Level 1 and 2 Combined eLearning Materials printed by partners

INF1910EMPP

TOGAF 9 Level 1 and 2 Combined eLearning Online exam

INF1910EXO

Level 1 Exam (details):


The exam is in closed-book format, and includes 40 multiple-choice questions. The pass score is 55% (22 out of 40
questions). The exam lasts for 60 minutes and can be taken onsite (online), or through Prometric test centers.
Level 2 Exam (details):
The exam is in open-book format, and includes 8 complex multiple-choice, scenario-based questions. The pass score
is 60% (5 out of 8 questions). The exam lasts for 90 minutes and can be taken onsite (online), or through Prometric test
centers.
Level 1 and 2 Combination Exam (details):
This examination consists of two separate sections. The TOGAF 9 Part 1 is CLOSED Book. The TOGAF 9 Part 2,
Section 2 is OPEN book. (Note at Prometric test centers an electronic copy of the specification is built into the test
and becomes available in Part 2 only).
Time limit: 150 Minutes total. Each section has a maximum time limit as follows: 60 Minutes on TOGAF 9 Part 1 and
90 Minutes on TOGAF 9 Part 2. Once you complete the TOGAF 9, Part 1 section, you cannot return to it.

IT Governance and Strategy

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81

IT Governance
and Strategy

ISO/IEC 27001

COURSEWARE

ISO/IEC
27001
ISO/IEC 27001 Courses and Training
Delivery for Your Organization
ITpreneurs offers the ISO/IEC 27001 Lead Auditor
and the ISO/IEC 27001 Lead Implementer courses for
organizations interested in using the
ISO/IEC 27001 standard. These courses assist
individuals who wish to audit an Information Security
Management System (ISMS), or who wish to support
an organization in implementing and managing an
ISMS based on ISO/IEC 27001.

Courses & Certifications


ISO/IEC 27001 Foundation Course
ISO/IEC 27001 Lead Auditor
ISO/IEC 27001 Lead Implementer

IT Governance and Strategy

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83

ISO/IEC 27001 Foundation


Certificate: Certified ISO/IEC 27001
Duration: 2 days
Course Delivery: Classroom, Exam

Course ID: SEC1210CL


Language: English
Credits: 14 CPEs

Course Description:
This course enables participants to learn about the best practices for implementing and managing an Information
Security Management System (ISMS) as specified in ISO/IEC 27001:2013, as well as the best practices for
implementing the information security controls of the eleven domains of the ISO 27002. This training also helps to
understand how ISO 27001 and ISO 27002 relate with ISO 27003 (Guidelines for the implementation of an ISMS), ISO
27004 (Measurement of information security) and ISO 27005 (Risk Management in Information Security).
Audience:
Members of an information security team
IT Professionals wanting to gain a comprehensive knowledge of the main processes of an Information Security
Management System (ISMS)
Staff involved in the implementation of the ISO 27001 standard
Technicians involved in operations related to an ISMS
Auditors
CxO and Senior Managers responsible for the IT governance of an enterprise and the management of its risks
Learning Objectives:
Understand the implementation of an Information Security Management System in accordance with ISO27001
Understand the relationship between an Information Security Management System, including risk management,
controls and compliance with the requirements of different stakeholders of the organization
Know the concepts, approaches, standards, methods and techniques allowing to effectively manage an
Information Security Management System
Acquire the necessary Knowledge to contribute in implementing an Information Security Management System
(ISMS) as specified in ISO 27001
Practical Information about the Course
Whiteboard, flipchart, projector
Participants--recommended maximum 16, no minimum required

About the Examination:


The Certified ISO/IEC 27001 Foundation exam fully meets the requirements of the PECB Examination and
Certification Programme (ECP). The exam covers the following competence domains:
Domain 1: Fundamental principles and concepts of information security
Domain 2: Information Security Management System (ISMS)
The Certified ISO/IEC 27001 Foundation exam is available in different languages (the complete list of languages
can be found in the examination application form)
The exam is paper-based and consists of 4 essay-type questions
Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be
permitted to use any computer, laptop or any other electronic device.
A minimum score of 70% is required to pass the exam
The exam lasts 60 minutes
For more information about the exam, refer to PECB section on ISO 27001 Foundation Exam
A certificate of Certified ISO/IEC 27001 Foundation will be issued to participants who successfully passed the exam and
comply with all the other requirements related to this credential . For more information about ISO 27001 certifications
and PECB certification process, refer to PECB section on ISO 27001 Foundation.
Course Agenda
Day 1: Introduction to Information Security Management System (ISMS) concepts as required by ISO 27001
Introduction to the ISO 27000 family of standards
Introduction to management systems and the process approach
Fundamental principles information security
General requirements: presentation of the clauses 4 to 8 of ISO 27001
Implementation phases of ISO 27001 framework
Continual improvement of Information Security
Conducting an ISO 27001 certification audit

Day 2: Implementing controls in information security according to ISO 27002 and Certification Exam
Principles and design of information security controls
Documentation of an information security control environment
Monitoring and reviewing the information security controls
Examples of implementation of information security controls based on ISO 27002 best practices
Certified ISO/IEC 27001 Foundation exam

Prerequisites:
None
Course Material:
Participants receive:
A copy of the classroom presentation material
A study handbook containing information and practical examples

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ISO/IEC 27001 Lead Auditor Classroom Course


Certificate: Certified ISO/IEC 27001 Lead Auditor
Duration: 5 days
Course Delivery: Classroom, Exam

Course ID: GOV5320


Language: English
Credits: 31 CPEs

Course Description:
This five-day intensive course enables participants to develop the expertise needed to audit an Information Security
Management System (ISMS) and to manage a team of auditors by applying widely recognized audit principles,
procedures and techniques.
During this training, the participant will acquire the skills and knowledge needed to proficiently plan and perform
audits compliant with the certification process of the ISO/IEC 27001:2013 standard. Based on practical exercises, the
participant will develop the abilities (mastering audit techniques) and skills (managing audit teams and audit program,
communicating with customers, conflict resolution, etc.) necessary to the efficient conducting of an audit.
The ISO/IEC 27001 Lead Auditor Course will be of interest to:
Auditors wanting to perform and lead an Information Security Management System (ISMS) audit process
Project manager or consultant wanting to master the Information Security Management System audit process
Person responsible for the Information security or conformity in an organization
Member of the information security team
Expert advisor in information technology
Technical expert wanting to prepare for an Information security audit function
Learning Objectives:
Acquiring the expertise to perform an ISMS audit as specified by ISO/IEC 27001:2005
Acquiring the expertise necessary to manage an ISMS audit team
Understanding the application of the information security management system in the ISO/IEC 27001:2005 context
Understand the relationship between an Information Security Management System, including risk management and controls and
compliance with the requirements of different stakeholders of the organization.
Improve the ability to analyze the internal and external environment of an organization, risk assessment and audit decision-making
in the context of an ISMS.
Case Study:
Scenario-driven learning is essential to mastering the content taught during the training. This training includes a real
life case study and assignments to:
Provide applicable situations and cases
Present a real world connect using situations that can happen in the day to day life of participants
Perform an audit of an ISMS with a team
Practical Information about the Course:
Whiteboard, flipchart, projector, recommended 16 participants maximum, no minimum requirement

Prerequisites:
ISO 27001 Foundation Certification or basic knowledge of ISO 27001 is recommended
Participants are required to purchase a copy of the ISO/IEC 27001:2013 Standard from www.iso.org
Upon passing the Lead Auditor Exam, the candidate can get registered with PECB to become:
A Provisional Auditor Required: No experience required
An Auditor Required: 2 years of professional experience, 1 year of information security experience, audit activities
totalling 200 hours
A Lead Auditor - Required: 5 years of professional experience, 2 years of information security experience, audit
activities totalling 300 hours
For more information about these requirements, please visit either www.pecb.org or https://www.pecb.org/en/
certifications/iso-27001-and-information-security-certifications/iso-27001-lead-auditor
Course Material:
Participants receive:
A copy of the classroom presentation material
A study handbook containing information and practical examples
Examination:
The Certified ISO/IEC 27001 Lead Auditor exam fully meets the requirements of the PECB Examination and Certification
Programme (ECP). The exam covers the following competence domains:
Domain 1: Fundamental principles and concepts of information security
Domain 2: Information Security Management System (ISMS)
Domain 3: Fundamental audit concepts and principles
Domain 4: Preparation of an ISO 27001 audit
Domain 5: Conducting an ISO 27001 audit
Domain 6: Closing an ISO 27001 audit
Domain 7: Managing an ISO 27001 audit program
The Certified ISO/IEC 27001 Lead Auditor exam is available in different languages (the complete list of languages
can be found in the examination application form)
The paper-based exam consists of 12 essay-type questions
Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be
permitted to use any computer, laptop or any other electronic device.
A minimum score of 70% is required to pass the exam
The exam lasts 180 minutes
For more information about the exam, refer to PECB section on ISO 27001 Lead Auditor Exam
After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 27001
Provisional Auditor, Certified ISO/IEC 27001 Auditor or Certified ISO/IEC 27001 Lead Auditor depending on their level
of experience. Those credentials are available for internal and external auditors
A certificate will be issued to participants who successfully pass the exam and comply with all the other
requirements related to the selected credential
For more information about ISO 27001 certifications and PECB certification process, refer to PECB section on ISO
27001 Lead Auditor
Credits:
A 35 CPE (Continuing Professional Education) participation certificate will be issued to participants

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Agenda:
Day 1: Introduction to Information Security Management System (ISMS) concepts as required by
ISO 27001
Normative, regulatory and legal framework related to information security
Fundamental principles of information security
ISO 27001 certification process
Information Security Management System (ISMS)
Detailed presentation of the clauses 4 to 8 of ISO27001
Day 2: Planning and Initiating an ISO 27001 audit
Fundamental audit concepts and principles
Sudit approach based on evidence and on risk
Preparation of an ISO 27001 certification audit
ISMS documentation audit
Conducting an opening meeting

ISO/IEC 27001 Lead Implementer


Certificate: Certified ISO/IEC 27001 Lead Implementer
Duration: 5 days
Course Delivery: Classroom, Exam

Course ID: SEC1320


Language: English
Credits: 31 CPEs

Course Description:
This five-day intensive course enables the participants to develop the expertise to support an organization in
implementing and managing an Information Security Management System (ISMS) as specified in ISO/IEC 27001:2013.
Participants will also master the best practices for implementing information security controls from the eleven areas
of ISO/IEC 27002:2005.

Day 3: Conducting an ISO 27001 audit


Communication during the audit
Audit procedures: observation, document review, interview, sampling techniques, technical verification,
corroboration and evaluation
Audit test plans
Formulation of audit findings
Documentating nonconformities
Day 4: Concluding and ensuring the follow-up of an ISO 27001 audit
Audit documentation
Quality review
Conducting a closing meeting and conclusion of an ISO 27001 audit
Evaluation of corrective action plans
ISO 27001 Surveillance audit
Internal audit management program
Day 5: Certification Exam
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This training is consistent with the good practices of project management established by the Project Management
Institute (PMI) and ISO 10006:2003 (Quality Management Systems - Guidelines for Quality Management in Projects).
This training is fully compatible with ISO/IEC 27003:2009 (Guidelines for the Implementation of an ISMS), ISO/
IEC 27004:2009 (Measurement of Information Security) and ISO/IEC 27005:2008 (Risk Management in Information
Security).
Audience:
Project manager or consultant wanting to prepare for and support an organization in the implementation of an
Information Security Management System (ISMS):
ISO27001 Auditor who wants to master the Information Security Management System implementation process
Person responsible for the information security or conformity in an organization
Member of the information security team
Expert advisor in information technology
Technical expert wanting to prepare for an information security function or for an ISMS project management
function
Learning Objectives:
At the end of this course, the participant will gain competencies in:
Understanding the application of an Information Security Management System in the ISO/IEC 27001:2013 context.
Mastering the concepts, approaches, standards, methods and techniques allowing effective management of an
Information Security Management System.
Understanding the relationship between an Information Security Management System, including risk management
and controls and compliance with the requirements of different stakeholders of the organization.
Acquiring expertise to support an organization in implementing, managing and maintaining an ISMS as specified
in ISO/IEC 27001:2013.
Acquiring the expertise necessary to manage a team in implementing the ISO/IEC 27001:2013 standard.
Developing personal skills and knowledge required to advise organizations on best practices in management of
information security.
Improving the capacity for analysis and decision making in a context of information security management.
Case Study
Scenario-driven learning is essential to mastering the content taught during the training. This training includes a real
life case study and assignments to:
Provide applicable situations and cases
Present a real world connect using situations that can happen in the day to day life of participants
Discuss the use and implementation of an ISMS with group members

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Practical Information about the Course:


Whiteboard, flipchart, projector
Participants--16 maximum, no minimum.
Prerequisites:
ISMS Foundation training or a basic knowledge of ISO/IEC 27001:2005 and ISO/IEC 27002:2005 is recommended:
Participants are required to purchase a copy of the ISO/IEC 27001:2013 Standard from www.iso.org
Upon passing the Lead Implementer Exam, the candidate can get registered with PECB to become:
-- A Provisional Implementer Required: No experience required
-- An Implementer Required: 2 years of professional experience, 1 year of information security experience, ISMS
project activities totaling 200 hours
-- A Lead Implementer - Required: 5 years of professional experience, 2 years of information security experience,
ISMS project activities totaling 300 hours
For more information about these requirements, please visit either www.pecb.org or https://www.pecb.org/en/
certifications/iso-27001-and-information-security-certifications/iso-27001-lead-implementer
Course Material:
Participants receive:
A copy of the classroom presentation material
A study handbook containing information and practical examples
Examination:
The Certified ISO/IEC 27001 Lead Implementer exam fully meets the requirements of the PECB Examination and
Certification Programme (ECP). The exam covers the following competence domains:
-- Domain 1: Fundamental principles and concepts of information security
-- Domain 2: Information security control best practice based on ISO 27002
-- Domain 3: Planning an ISMS based on ISO 27001
-- Domain 4: Implementing an ISMS based on ISO 27001
-- Domain 5: Performance evaluation, monitoring and measurement of an ISMS based on ISO 27001
-- Domain 6: Continual improvement of an ISMS based on ISO 27001
-- Domain 7: Preparing for an ISMS certification audit
The C ertified ISO/IEC 27001 Lead Implementer exam is available in different languages (the complete list of
languages can be found in the examination application form)
The paper-based exam consists of 12 essay-type questions
Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be
permitted to use any computer, laptop or any other electronic device.
Paper-based exam
A minimum score of 70% is required to pass the exam
The exam lasts 180 minutes
For more information about the exam, refer to PECB section on ISO 27001 Lead Implementer Exam.
After successfully completing the exam, participants can apply for the credentials of Certified ISO/IEC 27001
Provisional Implementer, Certified ISO/IEC 27001 Implementer or Certified ISO/IEC 27001 Lead Implementer,
depending on their level of experience
A certificate will be issued to participants who successfully pass the exam and comply with all the other
requirements related to the selected credential
For more information about ISO 27001 certifications and PECB certification process, refer to PECB section on ISO
27001 Lead Implementer.
Credits:
A 35 CPE (Continuing Professional Education) participation certificate will be issued to participants
IT Governance and Strategy

Agenda:
Day 1: Introduction to Information Security Management System (ISMS) concepts as required by
ISO 27001; Initiating an ISMS
Introduction to management systems and the process approach
Presentation of the standards ISO 27001, ISO 27002 and ISO 27003 and regulatory framework
Fundamental principles of Information Security
Preliminary analysis and establishment of the level of the maturity level of an existing information security
management system based on ISO 21827
Writing a business case and a project plan for the implementation of an ISMS
Day 2: Planning the implementation of an ISMS based on ISO 27001
Defining the scope of an ISMS
Development of an ISMS and information security policies
Selection of the approach and methodology for risk assessment
Risk management: identification, analysis and treatment of risk (drawing on guidance from ISO 27005)
Drafting the Statement of Applicability
Day 3: Implementing an ISMS based on ISO 27001
Implementation of a document management framework
Design of controls and writing procedures
Implementation of controls
Development of a training & awareness program and communicating about the information security
Incident management (based on guidance from ISO 27035)
Operations management of an ISMS
Day 4: Controlling, monitoring, measuring and improving an ISMS; certification audit of the ISMS
Controlling and Monitoring the ISMS
Development of metrics, performance indicators and dashboards in accordance with ISO 27004
ISO 27001 internal Audit
Management review of an ISMS
Implementation of a continual improvement program
Preparing for an ISO 27001 certification audit
Day 5: Certification Exam
Day 4

Day 5

Control, act and the certification audit of the ISMS according ISO/IEC 27001

Exam: Duration 3 Hours

Monitoring controls and the management of records


Development of metrics, performance indicators and the dashboard in
accordance with ISO/IEC 27004:2009
Internal ISMS Audit
Management review of the ISMS
Implementation of a continuous improvement program
Preparing for the ISO/IEC 27001:2005 audit

Open Book Exam: Except for the


use of a computer, all documents
and references are allowed during
the exam. The exam is comprised of
development questions

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IT Governance
and Strategy

ISO
22301
ISO 22301 Business Continuity
Management

ISO 22301 is the international standard for business


continuity management. Its designed to protect
organizations from potential disruption. This includes
extreme weather, fire, flood, natural disaster, theft, IT
outage, staff illness or terrorist attack. The ISO 22301
management system enables organizations to identify
threats relevant to their business and the critical
business functions they could impact. It also allows
them to put plans in place ahead of time to ensure
business doesnt come to a standstill.

Courses & Certifications


ISO 22301 Foundation Course
ISO 22301 Lead Auditor
ISO 22301 Lead Implementer

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93

ISO 22301 Business Continuity Management Foundation


Certificate: Certified ISO 22301 Foundation
Duration: 2 days
Course Delivery: Classroom, Virtual Classroom, Exam

Course ID: GOV5110


Language: English
Credits: 14 CPEs

Course Description:
This course gives the participants an opportunity to learn about the best practices for implementing and managing
a Business Continuity Management System (BCMS) as specified in ISO 22301, as well as the best practices for
implementing the Business Continuity processes based on the ISO/PAS 22399.
This training is based on both theory and practice:
Sessions of lectures illustrated with examples based on real cases
Review exercises to assist the exam preparation
Practice test similar to the certification exam
The Professional Evaluation Certification Board (PECB) is ISO/IEC 17024 accredited by ANSI
Audience:
Members of a business continuity team
IT Professionals wanting to gain a comprehensive knowledge of the main processes of a Business Continuity
Management
Staff involved in the implementation of the ISO 22301 standard
Technicians involved in operations related to a BCMS
Auditors
Learning Objectives:
To understand the implementation of a Business Continuity Management System in accordance with ISO 22301,
ISO 27031 or BS 25999.
To understand the relationship between a Business Continuity Management System, including risk management,
controls and compliance with the requirements of different stakeholders of the organization.
To know the concepts, approaches, standards, methods and techniques allowing to effectively manage a Business
Continuity Management System.
To acquire the necessary expertise to contribute in implementing a Business Continuity Management System
(BCMS) as specified in ISO22301, ISO 27031 or BS 25999.
Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants recommended maximum of 16, no minimum requirement
Prerequisites:
No
Course Material:
Participants receive:

IT Governance and Strategy

A
copy of the classroom presentation material
A study handbook containing information and practical examples
An exam preparation guide
About the Examination:
The Certified ISO 22301 Foundation exam fully meets the requirements of the PECB Examination and Certification
Program (ECP). The exam covers the following competence domains:
-- Domain 1: Fundamental principles and concepts of business continuity
-- Domain 2: Business Continuity Management System (BCMS)
The exam is available in different languages, including English, French, Spanish and Portuguese
The exam consists of 5 essay-type questions
Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be
permitted to use any computer, laptop or any other electronic device.
Paper-based exam
A minimum score of 70% is required to pass the exam
The exam lasts 60 minutes
For more information about the exam, please visit: www.pecb.org
Certification:
A certificate of Certified ISO 22301 Foundation is issued to participants who successfully pass the ISO 22301
Foundation Exam:
No experience requirements
No certification fee
No annual maintenance fee
Certified for life
Agenda:
Day 1:
Introduction to Business Continuity Management
System (BCMS) concepts as required by ISO 22301

Day 2:
Implementing controls in business continuity according
to ISO 22301 and Certification Exam

Presentation of the standards ISO 22301, ISO 27031, ISO/


PAS 22399, BS 25999 and regulatory framework

Business impact analysis (BIA) and risk management

Introduction to management systems and the process


approach

Implementation phases of the ISO 22301 framework

Fundamental principles in business continuity

Continuing improvement of business continuity

General requirements: presentation of the clauses 4 to


10 of ISO 22301

Conducting an ISO 22301 certification audit


Certified ISO 22301 Foundation exam

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ISO 22301 Business Continuity Management Lead Auditor


Certificate: Certified ISO 22301 Lead Auditor
Duration: 5 days
Course Delivery: Classroom, Virtual Classroom, Exam

Course ID: GOV5320


Language: English
Credits: 31 CPEs

Course Description:
This five-day intensive course enables participants to develop the necessary expertise to audit a Business Continuity
Management System (BCMS) and to manage a team of auditors by applying widely recognized audit principles,
procedures and techniques. During this training, the participant will acquire the necessary knowledge and skills to
proficiently plan and perform internal and external audits in compliance with ISO 19011 the certification process
according to 17021. Based on practical exercises, the participant will develop the skills (mastering audit techniques)
and competencies (managing audit teams and audit program, communicating with customers, conflict resolution,
etc.) necessary to efficiently conduct an audit. This training is compatible with BS 25999 audit (Business continuity
management specification) and ISO 27031 (Guidelines for information and communication technology readiness for
business continuity).
This training is based on both theory and practice:
Sessions of lectures illustrated with examples based on real cases
Practical exercises based on a full case study including role playing and oral presentations
Review exercises to assist the exam preparation
Practice test similar to the certification exam
The Professional Evaluation Certification Board (PECB) is ISO/IEC 17024 accredited by ANSI

recommended.
Course Material:
Participants receive:
An copy of the classroom presentation material
A study handbook containing information and practical examples
An exam preparation guide
About the Examination:
The Certified ISO 22301 Lead Auditor exam fully meets the requirements of the PECB Examination and
Certification Program (ECP). The exam covers the following competence domains:
-- Domain 1: Fundamental principles and concepts of business continuity
-- Domain 2: Business Continuity Management System (BCMS)
-- Domain 3: Fundamental Audit Concepts and Principles
-- Domain 4: Preparation of an ISO 22301 audit
-- Domain 5: Conducting of an ISO 22301 audit
-- Domain 6: Conclusion and follow up of an ISO 22301 audit
-- Domain 7: Managing an ISO 22301 audit program
The exam is available in different languages, including English, French, Spanish and Portuguese
The exam consists of 12 essay-type questions
Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be
permitted to use any computer, laptop or any other electronic device.
Paper-based exam
A minimum score of 70% is required to pass the exam
The exam lasts 180 minutes
For more information about the exam, please visit: www.pecb.org

Audience:
Internal auditors and auditors wanting to perform and lead BCMS certification audits
Project managers or consultants wanting to master the BCMS audit process
Persons responsible for the Business Continuity conformity in an organization
Members of a Business Continuity team
Expert advisors in information technology
Technical experts wanting to prepare for an Business Continuity audit function

Certification:
A certificate will be issued to participants who successfully passed the exam and comply with all the other
requirements related to the selected credential:
Professional experience: five years, two years of Business Continuity work experience
BCMS audit experience: audit activities totaling 300 hours
BCMS project experience: none
Other requirements: Signing the PECB code of ethics

Learning Objectives:
To acquire the expertise to perform an ISO 22301 or BS 25999 internal audit following ISO 19011 guidelines.
To acquire the expertise to perform an ISO 22301 or BS 25999 certification audit following ISO 19011 guidelines and
the specifications of ISO 17021.
To acquire the expertise necessary to manage a BCMS audit team.
Understanding the operation of the BCMS in accordance with ISO22301, ISO 27031 or BS 25999.
To understand the relationship between a Business Continuity Management System, including risk management,
controls and compliance with the requirements of different stakeholders of the organization.
To improve the ability to analyze the internal and external environment of an organization, risk assessment and audit
decision-making in the context of a BCMS.

Agenda:
Day 1: Introduction to Business Continuity Management System (BCMS) concepts as required by ISO 22301
Presentation of the standards ISO 22301, ISO 27031, ISO/PAS 22399, BS 25999 and regulatory framework
Fundamental principles of business continuity
ISO 22301 certification process
Business Continuity Management System (BCMS)
Detailed presentation of the clauses of ISO22301

Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants recommended maximum of 16, no minimum requirement
IT
Governance and Strategy
Prerequisites:
ISO 22301 Foundation Certification or basic knowledge of BS 25999 or ISO 27031 and business continuity concepts is

Day 2: Planning and Initiating an ISO 22301 audit


Fundamental audit concepts and principles
Audit approach based on evidence and on risk
Preparation of an ISO 22301 certification audit
BCMS documentation audit
Conducting an opening meeting

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Day 3: Conducting an ISO 22301 audit


Communication during the audit
Audit procedures: observation, document review, interview, sampling techniques, technical verification,
corroboration and evaluation
Audit test plans
Formulation of audit findings and documenting of nonconformities
Day 4: Concluding and ensuring the follow-up of an ISO 22301 audit
Audit documentation
Conducting a closing meeting and conclusion of an ISO 22301 audit
Evaluation of corrective action plans
ISO 22301 surveillance audit
ISO 22301 internal audit management program and second party audits
Day 5: ANSI Accredited Certification Exam
Agenda:
Day 1

Day 2

Day 3

Introduction to the management of


an Information Security Management
System (ISMS)

Planning and Launching an ISO 27000


audit

Conducting an ISO 27000 audit

Normative, regulatory and legal


framework related to Information
Security
Fundamental principles of
Information Security
The ISO/IEC 27000:2005 certification
process
The Information Security
Management System (ISMS)
Detailed presentation of the clauses
4 to 8 of the ISO/IEC 27000:2005
standard

Fundamental concepts and


principles of auditing
Audit approach based on evidence
and on risk
Preparation of an ISO/IEC
27000:2005 certification audit
Documentation of an ISMS audit
Conducting an opening meeting

Communication during the audit


Audit procedures: observation,
document review, interview,
sampling techniques, technical
verification, corroboration and
evaluation
Drafting test plans
Formulation of audit findings
Drafting of nonconformity reports

Day 4

Day 5

Concluding and ensuring the follow-up of an ISO 27000 audit

Exam: Duration - 3 hours

Audit documentation
Quality Review
Conducting a closing meeting and Conclusion of an ISO/IEC 27000: 2005
audit
Evaluation of corrective action plans
Surveillance Audit
Audit management program

Open Book Exam: Except for the


use of a computer, all documents
and references are allowed during
the exam. The exam is comprised of
development questions.

ISO 22301 Business Continuity Management Lead Implementer


Certificate: Certified SIO 22301 Lead Implementer
Duration: 5 days
Course Delivery: Classroom, Virtual Classroom Exam

Course ID: GOV5310


Language: English
Credits: 31 CPEs

Course Description:
This five-day intensive course enables participants to develop the necessary expertise to support an organization
in implementing and managing a Business Continuity Management System (BCMS) based on ISO 22301:2010.
Participants will also gain a thorough understanding of best practices used to implement business continuity processes
from the ISO 22399. This training is consistent with the project management practices established in ISO 10006 (Quality
Management Systems - Guidelines for Quality Management in Projects). This training is fully compatible with BS 25999
(Business continuity management specification) and ISO 27031 (Guidelines for information and communication
technology readiness for business continuity).
The Professional Evaluation Certification Board (PECB) is ISO/IEC 17024 accredited by ANSI.
Audience:
Project managers or consultants wanting to prepare and to support an organization in the implementation of a
Business Continuity Management System (BCMS).
Business continuity auditors who wish to fully understand the implementation of a Business Continuity Management
System.
Persons responsible for the business continuity conformity in an organization.
Members of a business continuity team.
Expert advisors in business continuity.
Members of an organization that want to prepare for an business continuity function or for a BCMS project
management function.
Learning Objectives:
To understand the implementation of a BCMS in accordance with ISO 22301, ISO 27031 or BS 25999.
To gain a comprehensive understanding of the concepts, approaches, standards, methods and techniques required
for the effective management of a BCMS.
To understand the relationship between the components of a BCMS and the compliance with the requirements.
To acquire the necessary expertise to support an organization in implementing, managing and maintaining a BCMS
as specified in ISO22301 or BS 25999.
To acquire the necessary expertise to manage a team implementing ISO22301 or BS 25999.
Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants recommended maximum of 16, no minimum requirement

Ordering Options:
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Prerequisites:
ISO 22301 Foundation Certification or basic knowledge of ISO 27031 or BS 25999 and business continuity concepts is
recommended.

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Course Material:
Participants receive:
A copy of the classroom presentation material
A study handbook containing information and practical examples
An exam preparation guide
About the Examination:
The Certified ISO 22301 Implementer exam fully meets the requirements of the PECB Examination and
Certification Program (ECP). The exam covers the following competence domains:
-- Domain 1: Fundamental principles and concepts of business continuity
-- Domain 2: Business continuity best practice based on ISO 22301
-- Domain 3: Planning a BCMS based on ISO 22301
-- Domain 4: Implementing a BCMS based on ISO 22301
-- Domain 5: Performance evaluation, monitoring and measurement of a BCMS based on ISO 22301
-- Domain 6: Continual improvement of a BCMS based on ISO 22301
-- Domain 7: Preparing for a BCMS certification audit
The exam is available in different languages, including English, French, Spanish and Portuguese
The exam consists of 13 essay-type questions
Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be
permitted to use any computer, laptop or any other electronic device.
Paper-based exam
A minimum score of 70% is required to pass the exam
The exam lasts 180 minutes
For more information about the exam, please visit: www.pecb.org
Certification:
A certificate will be issued to participants who successfully passed the exam and comply with all the other
requirements related to the selected credential:
Professional experience: five years, two years of Business Continuity work experience
BCMS audit experience: none
BCMS project experience: project activities totaling 300 hours
Other requirements: Signing the PECB code of ethics

Day 3: Implementing a BCMS based on ISO 22301


Implementation of a document management framework
Design of business continuity processes and writing procedures
Day 3: Continued
Implementation of business continuity processes
Development of a training & awareness program and communicating about the BCMS
Incident management and emergency management
Operations management of a BCMS
Day 4: Controlling, monitoring and measuring and improving a BCMS and certification audit of a BCMS in
accordance with ISO 22301
Monitoring BCMS processes
Development of metrics, performance indicators and dashboards
Internal audit and management review of a BCMS
Implementation of a continual improvement program
Preparing for an ISO 22301 certification audit
Day 5: ANSI Accredited Certification Exam
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Agenda:
Day 1: Introduction to Business Continuity Management System (BCMS) concepts as required by ISO 22201;
initiating a BCMS
Introduction to management systems and the process approach
Presentation of the standards ISO 22301, ISO/PAS 22399, ISO 27031, BS 25999 and regulatory framework
Fundamental principles of Business continuity
Preliminary analysis and establishment of the maturity level of the existing Business Continuity Management
System based upon ISO 21827
Writing a business case and a project plan for the implementation of a BCMS
Day 2: Planning a BCMS based on ISO 22301
Definition of the scope of a BCMS
Development of a BCMS and business continuity policies
Business impact analysis (BIA) and risk assessment

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IT Governance
and Strategy

ISO/IEC
27005
ISO/IEC 27005 Risk Manager

Information Security related incidents represent pivotal


risks to businesses as they have the potential to result
in financial loss, loss of reputation and loss of customer
confidence. Effective risk management is one of the key
elements to preventing security incidents such as online
fraud, damage to websites and loss of business data.

Courses & Certifications


ISO/IEC 27005 Risk Manager Course

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103

ISO/IEC 27005 Risk Manager Course


Certificate: Certified ISO 27005 Risk Manager
Duration: 2 days
Course Delivery: (Virtual) Classroom, Exam

Course ID: GOV3310


Language: English
Credits: 14 CPEs

Course Description:
This course enables the participants develop the competence to master the basic Risk Management elements related
to all the assets of relevance for Information Security using the ISO/IEC 27005 standard as a reference framework.
Based on practical exercises and case studies, participants acquire the necessary knowledge and skills to perform
an optimal Information Security Risk Assessment and manage risks in time by being familiar with their life cycle. This
training fits perfectly in the framework of an ISO/IEC 27001:2005 standard implementation process.
The Professional Evaluation Certification Board (PECB) is ISO/IEC 17024 accredited by ANSI.
Audience:
Risk Managers
Individuals responsible for information security or conformity within an organization
Member of the Information Security Team
IT Consultants
Staff implementing or seeking to comply with ISO 27001 or involved in a risk management program
Learning Objectives:
To understand the concepts, approaches, methods and techniques that allow effective Risk Management
according to ISO 27005.
To interpret the requirements of ISO 27005 on Information Security Risk Management.
To understand the relationship between the Information Security Risk Management, the security controls and the
compliance with all the other requirements.
Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants recommended maximum of 16, no minimum requirement
Prerequisites:
None
Course Material:
Participants receive:
A copy of the classroom presentation material
A study handbook containing information and practical examples
An exam preparation guide

The Certified ISO 27005 Risk Manager exam covers the following competence domains:
-- Domain 1: Fundamental concepts, approaches, methods and techniques of information security risk
management
-- Domain 2: Implementation of an information security risk management program
-- Domain 3: Information security risk assessment based on ISO 27005 and ISO 31000
The exam is available in different languages, including English, French, Spanish and Portuguese
The exam consists of 5 essay-type questions
Open book: Participants may use all PECB provided documentation plus their own course notes, but will not be
permitted to use any computer, laptop or any other electronic device
Paper-based exam
A minimum score of 70% is required to pass the exam
The exam lasts 90 minutes
For more information about the exam, please visit: www.pecb.org
Certification:
A certificate of ISO/IEC 27005 Risk Manager will be issued to those participants who successfully pass the exam and
comply with all the other requirements related to this credential:
Professional experience: Two years, one year of Risk Management related work experience
Risk assessment experience: Risk Management activities totaling 200 hours
Other requirements: Signing the PECB code of ethics
Agenda:
Day 1: Introduction, risk management program, risk identification and assessment according to ISO/IEC 27005
Concepts and definitions related to risk management
Risk management standards, frameworks and methodologies
Implementation of an information security risk management program
Understanding an organization and its context
Risk identification and risk assessment
Day 2: Risk evaluation, treatment, acceptance, communication and surveillance according to ISO/IEC 27005
Risk evaluation and treatment
Acceptance of information security risks and management of residual risks
Information security risk monitoring and review
Certified ISO/IEC 27005Risk Manager Exam (2 hours)
Ordering Options:
Description

Code

ISO 22301 Risk Manager Classroom Course Materials printed by ITpreneurs

GOV3310MPI

ISO 22301 Risk Manager Classroom Course Materials printed by Partners

GOV3310MPP

ISO 22301 Risk Manager Classroom Course Paper exam

GOV3310XP

ISO/IEC 27001 Risk Manager Classroom Course Instructor

GOV3310I

About the Examination:


The Certified ISO 27005 Risk Manager exam fully meets the requirements of the PECB Examination and
Certification Program (ECP).

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IT Governance
and Strategy

ArchiMate
ArchiMate 2 Modeling Language
ArchiMate, an Open Group Standard, is an open and
independent modeling language for enterprise architecture
that is supported by different tool vendors and consulting
firms. ArchiMate provides instruments to enable enterprise
architects to describe, analyze and visualize the relationships
among business domains in an unambiguous way.
ArchiMate 2.0 has been improved and expanded based
on many years of practical experience of modeling and
analysis of Enterprise Architecture (EA) by a world-wide user
base. It enables the creation of fully integrated models of
the organizations enterprise architecture, the motivation
for it, and the programs, projects and migration paths to
implement it.
ArchiMate 2.0 has evolved to be fully aligned with TOGAF.

Courses & Certifications


ArchiMate Foundation Level 1
ArchiMate Certified Level 2
ArchiMate Level 1 & 2 Combined

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ArchiMate 2.0 Foundation Level 1


Certificate: ArchiMate 2 Foundation
Duration: 2 days
Course Delivery: Classroom, Virtual Classroom, Exam

Course ID: INF1220


Language: English

Course Description:
The ArchiMate 2 Foundation course, known as Level 1, is a 2-day, interactive, classroom-based learning experience.
The purpose of certification for ArchiMate 2 Foundation is to provide validation that the Candidate has gained
knowledge of the notation, terminology, structure, and concepts of the ArchiMate modeling language. The learning
objectives at this level focus on knowledge and comprehension.
Audience:
Individuals who require a basic understanding of the ArchiMate modeling language
Professionals who are working in roles associated with an architecture project and who need to understand
architecture artifacts developed using the ArchiMate modeling language
Individuals who want to achieve a recognized qualification to demonstrate their knowledge of the ArchiMate
modeling language

Prerequisites:
There are no formal prerequisites. However, it is recommended that participants have experience in the IT domain.
Course Material:
Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains
reference material.

About the Examination:


The exam is in a closed-book format and includes 40 multiple-choice questions. The pass score is 60% (24 out of 40
questions).
The exam lasts for 60 minutes and can be only be taken through Prometric test centers.
If the candidate fails the test, they must wait one month before another attempt can be made.
Ordering Options:
Description

Code

INF 1220 ArchiMate Foundation Classroom Course Materials printed by ITpreneurs

INF1220MPI

INF 1220 ArchiMate Foundation Classroom Course Materials printed by Partners

INF1220MPP

INF 1220 ArchiMate Foundation Classroom Course Paper exam

INF1220XP

INF 1220 ArchiMate Foundation Classroom Course Instructor

INF1220I

Learning Objectives:
Individuals certified at this level will have demonstrated their understanding of:
The basic concepts and key terminology of Enterprise Architecture and the ArchiMate language
The principles and core concepts underlying the ArchiMate core language and extensions
The concepts from the ArchiMate layers and extensions
The ArchiMate relationships
The ArchiMate views and viewpoints
Adapting the ArchiMate language
The ArchiMate certified tools to support modeling and analysis
The relationship of the ArchiMate modeling language to other languages and frameworks
Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants recommended maximum of 16, no minimum requirement

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109

Prerequisites:
There are no formal prerequisites. However, certification for Level 2 is only achieved after completing additional
requirements. This includes satisfactorily completing an Accredited ArchiMate Training course, including completion
of practical exercises. In addition, it is recommended that participants have experience in the IT domain.

ArchiMate 2.0 Certified Level 2


Certificate: ArchiMate 2 Certified
Duration: 2 days
Course Delivery: Classroom, Virtual Classroom, Exam

Course ID: INF1320


Language: English

Course Description:
The ArchiMate 2 Certified course, known as Level 2, is a 2-day, interactive, classroom-based learning experience. The
purpose of certification for ArchiMate 2 Certified is to provide validation that the Candidate has gained knowledge of
the notation, terminology, structure, and concepts of the ArchiMate modeling language, and has the capability to use
the ArchiMate language for modeling.
Audience:
Individuals who are required to demonstrate practical usage and knowledge of the ArchiMate modeling language
Individuals who will be responsible for developing architecture artifacts using ArchiMate language notation
Individuals who want to achieve a recognized qualification to demonstrate their practical ability to apply the
ArchiMate modeling language
Learning Objectives:
Individuals certified at this level will have demonstrated their understanding of:
The basic concepts and key terminology of Enterprise Architecture and the ArchiMate language
The principles and core concepts underlying the ArchiMate core language and extensions
How to apply the concepts from the ArchiMate layers and extensions
How to apply the ArchiMate relationships
How to apply ArchiMate views and viewpoints
How to adapt the ArchiMate language
How to apply ArchiMate certified tools to support modeling and analysis
How the ArchiMate language relates to other languages and frameworks
How the ArchiMate language can be applied with the TOGAF Architecture Development Method (ADM)
How to develop ArchiMate models

Course Material:
Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains
reference material.
About the Examination:
The exam is in a closed-book format and includes 40 multiple-choice questions. The pass score is 60% (24 out of 40
questions).
The exam lasts for 60 minutes and can be only be taken through Prometric test centers.
If the candidate fails the test, they must wait one month before another attempt can be made.

Ordering Options:
Description

Code

INF 1320 ArchiMate Certified Classroom Course Materials printed by ITpreneurs

INF1220MPI

INF 1320 ArchiMate Certified Classroom Course Materials printed by Partners

INF1220MPP

INF 1320 ArchiMate Certified Classroom Course Paper exam

INF1220XP

INF 1320 ArchiMate Certified Classroom Course Instructor

INF1220I

Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants recommended maximum of 16, no minimum requirement

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ArchiMate 2.0 Level 1 & 2 Combined


Certificate: ArchiMate 2 Certified
Duration: 3 days
Course Delivery: Classroom, Virtual Classroom, Exam


Course ID: INF1920
Language: English

Course Description:
The The ArchiMate 2 Level 1 and 2 Combined course is a 3-day, interactive, classroom-based learning experience.
The course covers the curriculi of both Level 1 known as ArchiMate 2 Foundation and Level 2 known as ArchiMate 2
Certified.
The ArchiMate 2 Foundation is focused on knowledge and comprehension. The purpose is to provide validation
that the participant has gained kowledge of the notation, terminology, structure, and concepts of the ArchiMate
modeling language. The ArchiMate 2 Certified is focused on enabling participants to apply the ArchiMate language
for modeling.
Audience:
Individuals who are required to demonstrate practical usage and knowledge of the ArchiMate modeling language
Individuals who will be responsible for developing architecture artifacts using ArchiMate language notation
Individuals who want to achieve a recognized qualification to demonstrate their practical ability to apply the
ArchiMate modeling language
Learning Objectives:
Individuals certified at this level will have demonstrated their understanding of:
The basic concepts and key terminology of Enterprise Architecture and the ArchiMate language
The principles and core concepts underlying the ArchiMate core language and extensions
How to apply the concepts from the ArchiMate layers and extensions
How to apply the ArchiMate relationships
How to apply ArchiMate views and viewpoints
How to adapt the ArchiMate language
How to apply ArchiMate certified tools to support modeling and analysis
How the ArchiMate language relates to other languages and frameworks
How the ArchiMate language can be applied with the TOGAF Architecture Development Method (ADM)
How to develop ArchiMate models

Course Material:
Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains
reference material.
About the Examination:
There are two possibilities for taking the exam. The candidate can take the Level 1 and Level 2 exams separately, or
take the combined exam. The exam is a proctored exama proctor needs to be registered prior to taking the exam.
ArchiMate 2 Foundation Exam (details):
The exam is in a closed-book format and includes 40 multiple-choice questions. The pass score is 60% (24 out of 40
questions). The exam lasts for 60 minutes and can be taken only through Prometric test centers. If the candidate fails
the test, they must wait one month before another attempt can be made.
ArchiMate 2 Certified Exam (details):
The exam is in a closed-book format and includes 40 multiple-choice questions. The pass score is 60% (24 out of 40
questions). The exam lasts for 60 minutes and can be taken only through Prometric test centers. If the candidate fails
the test, they must wait one month before another attempt can be made.
Level 1 and 2 Combination Exam (details):
This examination consists of two separate sections. Both are CLOSED book. Time limit: 120 minutes total. Each section
has a maximum time limit as follows: 60 minutes on ArchiMate Part 1 and 60 minutes on ArchiMate Part 2. Once you
complete the ArchiMate Part 1 section you cannot return to it.

Ordering Options:
Description

Code

INF 1920 ArchiMate Level 1 & 2 Combined Classroom Course Materials printed by ITpreneurs

INF1920MPI

INF 1920 ArchiMate Level 1 & 2 Combined Classroom Course Materials printed by Partners

INF1920MPP

INF 1920 ArchiMate Level 1 & 2 CombinedClassroom Course Paper exam

INF1920XP

INF 1920 ArchiMate Level 1 & 2 Combined Classroom Course Instructor

INF1920I

Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants recommended maximum of 16, no minimum requirement
Prerequisites:
There are no formal prerequisites. However, it is recommended that participants have experience in the IT domain.
Note, to be certified on ArchiMate 2 Level 2, it is required to have passed the ArchiMate 2 Level 1 exam.

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IT Governance
and Strategy

XBRL
XBRL Courses and Delivery
of Training for Your Organization

Extensible Business Reporting Language, or XBRL, is the freely


available, open, and global standard for exchanging business
information. Global Regulators and Governments are increasingly
requiring electronic reporting of business and financial
information. This is, however, not just another regulation. The
use of XBRL for electronic reporting, streamlines and speeds up
reporting processes, and shortens the time to market for data
critical to investor decision-making.
Millions of organizations around the globe are adopting XBRL
without any in-house knowledge. The pitfalls are multifold,
ranging from non-compliancy with the national regulators
requirements, bad valuation by investors and analysts, to a
potential civil lawsuit for providing misleading information.
Developing in-house XBRL knowledge is the best way to adopt
the latest regulators requirements for XBRL; whereas working
with external service providers requires a considerable investment.
XBRL Foundation training will allow an organization to speed up
XBRL adoption, while maintaining control of the data quality.

Courses & Certifications


XBRL Foundation eLearning
XBRL Foundation Exam

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115

XBRL Foundation eLearning


Certificate: XBRL Foundation
Duration: 10 hours
Course Delivery: Self-Paced eLearning, Exam

Course ID: IFM2210E


Language: English
Credits: 10 PDUs

Course Description:
The ITpreneurs XBRL Foundation eLearning course is a 10-hour, interactive, online learning experience, covering the
essentials of XBRL and exploring it from a balanced business/technical perspective.
The course prepares learners to successfully adopt and manage XBRL implementation projectshelping them to
achieve their full potential. Everyone who completes the XBRL Foundation course is eligible to take the certification
exam and receive official certification by XBRL International, Inc. (XII), the most respected XBRL authority in the world.
Designed to be an engaging experience for learners, this self-paced course provides them with the knowledge and
confidence needed to make the right decisions when using XBRL taxonomies and tools. The course follows proven
methods to promote learning, breaking down complex concepts into easily comprehensible portions. Learners are
introduced to a broad picture of XBRL and are shown how this reporting standard can be leveraged to improve
business and financial reporting.
About XBRL
XBRL is rapidly becoming the mandated reporting language for publicly listed companies in many countries. The new
XBRL compliance requirement involves the process of creating a second set of financial statements. This requires a
sophisticated knowledge of GAAP accounting, which is something most organizations simply do not have. That is the
reason why accounting and finance personnel should be trained and certified in XBRL Foundation.
XBRL was developed to speed up handling and analysis of data while enabling automatic validation of critical
information. The training covers XBRL taxonomies, tags, instance documents, and explains how they are used in
automated processing of a broad range of business and financial reporting. Equipped with essential XBRL knowledge,
professionals will be able to complete XBRL projects and perform better, helping improve the overall direction of your
organization.
XBRL Application Areas:
Financial Reporting XBRL is a mandate for many regulatory filings in India, US, UK and many other countries.
XBRL enables reporting in any taxonomy, including Indian GAAP, IFRS, US GAAP and UK GAAP. Thereby satisfying
the regulatory reporting requirement of companies falling under any jurisdiction.
IFRS Conversion the XBRL data set is very easily processed using business rules that can be built into the
taxonomy. IFRS implementation using XBRL Standards creates an XBRL Layer on the existing legacy systems.
Business Operations - XBRL brings efficiency in Intra-period reporting for internal assessments and financial
modeling.
Mergers and Acquisitions XBRL facilitates easier exchange of information between two organizations. It is
authoritative based on a jurisdictional approved taxonomy.
Investor Relations XBRL makes derived data available to the consumers of information and provides reports
through the IR portal, thereby making the consumption of financial information simpler.

IT Governance and Strategy

Audience:
Finance Staff members who have direct responsibility for implementing XBRL filing requirements.
CFOs, Controllers, External Reporting Managers
XBRL Implementation Project Managers
XBRL Consultants
Analysts and Investors who want to streamline their professional work
System Architects, Application Designers and Developers who facilitate solutions
Benefits of Training and Certification
Training is the first step to building in-house XBRL competencies for the path to XBRL compliancy.
Learners will gain:
-- An essential understanding of how XBRL works.
-- Insight into XBRL compliancy and the impact on their role.
-- Knowledge of XBRL-related terminology.
-- Official XII certification and certificate pin.
Course Learning Objectives
At the end of this course, learners will understand:
Data exchange formats in the electronic business reporting process (informational and operational reporting,
standards and proprietary solutions).
Challenges of electronic communication of business data and how they are addressed by the XBRL standard.
Application of XBRL in different reporting scenarios with reference to existing international and national projects.
XBRL standard development and governance (key milestones, organization and supporters).
XBRL specifications and their coverage of business-reporting-related functionalities.
XBRL architecture: relation between taxonomies and instance documents.
XBRL taxonomy content: declaration of business concepts, purpose and semantics of various linkbases.
Content of XBRL instance documents: Contexts, fact values and footnotes.
Integration of XBRL in the business reporting chain: Impact of XBRL implementation on data collection, transfer,
validation, storage and subsequent usage.
Course Logistics:
Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers
or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection.
Prerequisites:
None, although a familiarity with IT Service Delivery is beneficial.
About the Examination:
XBRL Foundation training is a prerequisite.
The closed-book exam is comprised of 40 multiple-choice questions. The pass score is 70% (28 out of 40 questions).
The exam lasts 60 minutes.

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117

Course of Study:
Module

Learning Objectives

Topics Covered

Time
(hours)

1. Introduction to the
Electronic Business Reporting
Environment

Provide a comparison of different


reporting formats, from paper
to electronic presentation and
description.
Present the idea, benefits, and
challenges of electronic business
reporting.
Introduce eXtensible Business
Reporting Language (or XBRL) as an
electronic standard for exchange of
business information.

1.1: Business Reporting Purpose and Challenges


1.2: Idea and Key Benefits of
Electronic Reporting
1.3: Various Electronic Data
Exchange Formats and
Advantages of Standards
1.4: XBRL as an Electronic
Business Reporting Standard

1.5

2. XBRL as an Electronic
Business Reporting Standard

Understand the origin, history,


2.1: Development and
Maintenance of XBRL
development process, maintenance,
2.2: Flexibility of Application:
and governance of the eXtensible
Key XBRL Implementations
Business Reporting Language (XBRL)
2.3: Introduction to the
standard.
Application of XBRL for the
Discuss the functionalities of the XBRL
Exchange of Annual Reports
standard.
Report the real application of XBRL
in international projects, in different
reporting scenarios.
Identify the input needed to develop
an XBRL taxonomy.

2.5

3.1: XBRL as a Markup


Understand the tagging of business
Language for Business Data
information.
3.2: XBRL Architecture and Its
Describe the general architecture
Key Components: Dictionary
of XBRL and its main components:
Taxonomies and instance documents.
and Report
Identify the link between taxonomies 3.3: XBRL Taxonomy as
and instance documents.
a Dictionary of Business
Experience the process of creating a
Concepts
report based on a taxonomy.

1.5

0. Course Introduction and


How to Use the eLearning
Environment

3. Architecture of the
XBRL Standard and Its Key
Components

IT Governance and Strategy

4. Building Blocks and


Functionalities of an XBRL
Taxonomy and Instance
Document

Understand the basics of data


modeling for eXtensible Business
Reporting Language (XBRL)
taxonomies development.
Explain the building blocks of XBRL:
Declaration of concepts, relationship
layers, and others.
Identify how to browse XBRL
taxonomies and their content.
Understand the functions of
various linkbases available in XBRL
taxonomies.
Explain the architecture of XBRL
instance documents.
Identify the differences and
similarities between XBRL and XML,
and their comparative value for
business reporting.
Outline the architecture and
functionality of XBRL extensions.

4.1: Introduction to Modeling 3


in XBRL
4.2: Organization of the XBRL
Taxonomy: Schema and
Linkbases
4.3: Functions and Types
of Linkbases: Purpose of
Application and Content
4.4: Impact of Linkbases
on the Content of Instance
Documents
4.5: Instance Documents
4.6: Comparison of the Value
of XBRL and XML for Business
Reporting
4.7: General Architecture
and Functionality of XBRL
Extensions

5. Electronic Business
Reporting Supply Chain and
XBRL Implementation

Understand the Electronic Business


Reporting Supply Chain (eBRSC).
Understand the key phases and
functions of eBRSC.
Understand the types and roles
of eXtensible Business Reporting
Language (XBRL) software for eBRSC.

5.1: Key Phases and Functions 0.5


of eBRSC
5.2: Functional Role of XBRL
Software in eBRSC

Sample Exam

Consists of 40 multiple choice


questions.

1.0


Ordering Options:
Description

Code

Foundation Course + Online Exam eLearning

IFM2910 E-XO

XBRL Foundation Exam Online (results)

IFM2210XO

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119

Service
Management
ITIL
Kepner-Tregoe
ISO/IEC 20000
HDI
Comprehensive ITIL, ISO/IEC 20000 Kepner-Tregoe
courses and HDI certification and training portfolio
Information Technology Service Management (ITSM) is a methodology for managing
IT systems and their services and the manner in which they interact with their users.
Applicable to all organizations and businesses, and across all industries, ITSM provides
frameworks for structuring all IT-related activities providing greater business value.
The following section outlines the three most widely accepted and comprehensive
ITSM methodologies: ITIL, ISO/IEC 20000 and Kepner-Tregoe. ITpreneurs also offers
the HDI portfoliocertification and training that provides technical support
professionals with the skills and training needed to provide excellent service. A highly
robust portfolio that fits perfectly with existing training offerings in the IT service
management domain.

ISO/IEC 20000
ITIL is a registered trade mark of the Cabinet Office. The Swirl logo is a trade mark of the Cabinet Office
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121

Service
Management

ITIL
ITIL Courses and Training
Delivery for Your Organization
IT Infrastructure Library (ITIL) is a set of globally recognized best
practices for IT Service Management that can be tailored to any
organization. ITIL provides the foundation for quality IT Service
Management through documented, proven processes that cover
the entire Service Lifecycle. It is easy for organizations to learn,
tailor and implement ITIL to suit their environment. A complete
ITIL philosophy has grown around the guidance contained within
the ITIL books and the supporting certification and qualification
scheme.
ITpreneurs offers a complete range of training courses and
advanced learning programs for professionals and organizations
who currently use, or plan to use ITIL. Our focus lies on continuous
innovation and the provision of unprecedented course quality,
which is reflected in the design of our ITIL portfolio. The portfolio
includes courses for IT professionals at all levels in an organization
and offers a unique mix of delivery variants.

Courses & Certifications


ITIL Awareness
ITIL Foundation
ITIL Intermediate
ITIL Managing Across the Lifestyle
ITIL Expert Program

Service Management

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123

ITIL

Courses Catalog
ITIL Awareness

ITIL Service Lifecycle

ITIL Awareness

ITIL Service Strategy Lifecycle Classroom

ITIL Awareness

ITIL Service Strategy Lifecycle Classroom Blended


ITIL Service Design Lifecycle Classroom

ITIL Foundation
ITIL Foundation Classroom
ITIL Foundation Classroom Blended
ITIL Foundation eLearning
ITIL Foundation + Cloud Introduction

ITIL Service Design Lifecycle Classroom Blended


ITIL Service Transition Lifecycle Classroom
ITIL Service Transition Lifecycle Classroom Blended
ITIL Service Operation Lifecycle Classroom
ITIL Service Operation Lifecycle Classroom Blended

ITIL Foundation + Cloud Essentials

ITIL Continual Service Improvement Lifecycle Classroom

ITIL Foundation Premium Classroom

ITIL Continual Service Improvement Classroom Blended

ITIL Foundation Premium eLearning


ITIL Foundation with Apollo 13: Mission ITSM Business Simulation
ITIL Foundation Exam Preparation Guide

ITIL Managing Across the Lifecycle


ITIL Managing Across the Lifecycle Classroom
ITIL Managing Across the Lifecycle Classroom Blended

ITIL Service Capability


ITIL Planning, Protection and Optimization Capability Classroom
ITIL Planning, Protection and Optimization Capability Classroom Blended

ITIL Expert Program Capability Track


ITIL Expert Program Capability Track

ITIL Service Offerings and Agreements Capability Classroom


ITIL Service Offerings and Agreements Capability Classroom Blended
ITIL Operational Support and Analysis Capability Classroom

ITIL Expert Program Lifecycle Track


ITIL Expert Program - Lifecycle Track

ITIL Operational Support and Analysis Capability Classroom Blended


ITIL Release, Control and Validation Capability Classroom
ITIL Release, Control and Validation Capability Classroom Blended

Service Management

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ITIL
Awareness
An essential component of any ITIL awareness campaign, ITIL
Awareness courses help bring everyone in the organization up-tospeed about an upcoming or ongoing ITIL/ITSM implementation.
Awareness courses are short, 2-6 hour training sessions that are
targeted at everyone in the organization who works in an IT
environment or at business users who communicate with IT.

ITIL Awareness Classroom


Certificate: None
Duration: day
Course Delivery: Classroom, Exam

Course ID: ITL9310


Language: English
Credits: None in the ITIL scheme

Course Description:
The half day Awareness Course provides learners with the unique opportunity to receive an introduction to the
concepts of ITIL and ITSM. It provides an overview of the concepts within the ITIL best practices domain while also
introducing the key ITIL processes. This non-certificate course explains how ITIL processes are driven by a Service
Lifecycle to provide smooth functioning of organizations, thus ensuring high-quality services to their customers. It
has been designed for learners who need a basic awareness of ITIL as a general interest, as part of a larger program
initiative as opposed to the full certification Foundation course or for those who may not be sure of their future
training path and want to assess ITIL / ITSM viability in their organization.
The Awareness course will be of interest to:
IT Staff, IT and Business Executives, IT Consultants, Key Business Users, IT Developers
Learning Objectives:
At the end of this course, the learner will be introduced to:




Current business challenges


Frameworks, Standards, Best Practices & Governance
ITIL description and value
IT Service Management concepts
ITIL qualifications

The Lifecycle approach to Service Management


ITILs processes within the Lifecycle context
Concepts & terminology of each phase in the Lifecycle
Additional information on key processes
Implementation considerations

Course Logistics:
A maximum of 25 students can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
Whiteboard, flipchart, projector
Prerequisites:
None
Course Student Material:
Students receive a copy of the classroom presentation material.

Courses & Certifications


ITIL Awareness Classroom
ITIL Awareness eLearning
ITIL Extended Awareness eLearning
ITpreneurs Training Material Accreditation Status
ITIL is a registered trade mark of AXELOS Limited.
The Swirl logo is a trade mark of AXELOS Limited.

Examination:
There is no exam associated with this course
Ordering Options:
Description

Course

Awareness Course Materials printed by ITpreneurs

ITL9310MPI

Awareness Course Materials printed by partners

ITL9310MPP

Awareness Instructor

ITL9310I

R.E.P. is a registered service and membership mark of Project Management Institute Inc.,
PMI is a registered trade and service mark of Project Management Institute, Inc.
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ITIL Awareness eLearning


Certificate: None
Duration: 4 hours
Course Delivery: eLearning

Course ID: ITL9310E


Language: English
Credits: None in the ITIL scheme

Description:
This non-certificate course has been designed for IT and business executives and their staff who need a brief
overview and awareness of ITIL concepts. This self-paced eLearning course structure is ideal for those who require a
basic understanding of the ITIL best practice in a time-efficient manner. It has been designed for learners who need
a basic awareness of ITIL as a general interest, as part of a larger program initiative as opposed to the full certification
Foundation course or for those who may not be sure of their future training path and want to assess ITIL / ITSM
viability in their organization.

Practical Information About the Course


This is a modular self-paced eLearning course that allows you to study the principles and key terminology of ITIL.
Participant progress and performance information is stored and advanced reporting possibilities are available in a
printable format.
This course typically runs in an ITpreneurs hosted learning environment, but can also be integrated in the Learning
Management System of customers. ITpreneurs follows common eLearning standards to do this.
Access to the course is 90 days, an extension is possible.
Access to eLearning modules requires a high-speed internet connection, Internet Explorer 7.0 or higher, a headset
and a microphone.
Course Logistics:
Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers
or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection
Prerequisites:
None

The ITIL best practice is composed of five core disciplines:


Service Strategy
Service Design
Service Transition
Service Operations
Continual Service Improvement

Course Content:
Introduction to ITIL
Service Management as a Practice
Service Lifecycle
ITIL Service Lifecycle Process and Functions
Complementary Industry Guidance
ITIL Program Hints and Tips

These disciplines represent a Service Lifecycle framework that enhances alignment with the business while
demonstrating business value, improving ROI, and enabling IT to solve specific operational needs. ITIL is globally
recognized as the preferred guidance to manage and deliver IT services within an organization.

Examination:
There is no exam associated with this course.

The Awareness course will be of interest to:


IT and business executives who want to receive an overview of the concepts and significance of ITIL as it applies to
their business in a time-efficient manner
IT and business staff who need a brief overview and awareness of ITIL concepts

Ordering Options:
Description

Course

ITIL Awareness eLearning

ITL9310E

Learning Objectives:
At the end of this course, the learner will be able to:
Identify the history of ITIL as an international best practice for IT services
Articulate the structure of ITIL and its significance as a framework to guide IT and business
Identify the Service Lifecycle approach of ITIL
List the processes and functions associated with the Service Lifecycle approach of ITIL and have a very high-level
understanding of their value to the business as part of the Service Lifecycle
Understand how ITIL fits in with other compliance, regulatory, and IT frameworks.
Understand the key elements of the ITIL Programs (People, Processes, Partners, and Products)

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ITIL Extended Awareness eLearning


Certificate: None
Duration: 6 hours self-paced eLearning
Course Delivery: eLearning

Course ID: ITL9312E


Language: English
Credits: None

Course Description:
The ITIL Extended Awareness course introduces learners to the ITIL best practices framework and the IT Service
Management processes to provide an overview of the key concepts of ITIL with a focus on the Service Lifecycle
approach to managing the design and delivery of IT services to the business. This self-paced eLearning course
structure is ideal for those who require a basic understanding of the ITIL best practice in a time-efficient manner. As
the first step towards building organization-wide ITIL competency, the ITIL Extended Awareness Course lays down the
foundation for comprehensive ITIL understanding and specifically addresses the key IT staff and business users who
might not opt to get certified for ITIL Foundation level but needs a critical understanding of ITIL.

Course Modules:
Introduction to ITIL
Service Management as a Practice
Service Lifecycle
ITIL Service Lifecycle Process and Functions
Complementary Industry Guidance
ITIL Program Hints and Tips
Prerequisites:
None
Ordering Options:
Description

Code

ITIL Extended Awareness eLearning course

IITL9312E

Audience:
Anyone interested in learning about ITIL/ITSM at a high level, the primary participants for this course are IT Support/
Delivery Services staff, IT developers, Key business users, IT leadership, C-level
Learning Objectives:
At the end of this course, the participant will be able to:
Identify the history of ITIL as an international best practice for IT services
Articulate the structure of ITIL and its significance as a framework to guide IT and business. Identify the Service
Lifecycle approach of ITIL
Know the purpose and objectives of each of the Service Lifecycle Phases of ITIL List the processes and functions
associated with the Service Lifecycle approach of ITIL and have a very high-level understanding of their value to the
business as part of the Service Lifecycle
Understand how ITIL fits in with other compliance, regulatory, and IT frameworks. Understand the key elements of
the ITIL Programs (People, Processes, Partners, and Products)
Practical Information About the Course:
This is a modular self-paced eLearning course that allows you to study the principles and key terminology of ITIL.
A case study is used throughout the course; this helps participants to relate the ITIL theory to practical day-to-day
situations.
A practical quiz is included at the end of the course to validate that participants fully understand the subject of the
course. This quiz can also be used by enterprises to validate that students completed the course.
Participant progress and performance information is stored and advanced reporting possibilities are available in a
printable format.
This course typically runs in an ITpreneurs hosted learning environment, but can also be integrated in the Learning
Management System of customers. ITpreneurs follows common eLearning standards to do this.
Access to the course is 90 days, an extension is possible if you are not able to complete the course in this time.
Access to eLearning modules requires a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset,
and a microphone.

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ITIL
Foundation
This is the entry-level certification. It introduces the Lifecycle of managing IT
Services to deliver to business expectations and provides an approach to learning
the core disciplines of ITIL best practices.
The Foundation certificate is a stepping-stone for everyone who is interested in
learning more about ITIL best practices. The audience includes all IT professionals
who work in or plan to work in an ITIL supported environment as well as in key
business areas.

ITIL Foundation Classroom


Certificate: ITIL Foundation
Duration: 3 days
Course Delivery: (Virtual) Classroom, Exam

Course ID: ITL9320, ITLJ9320, ITLP9320, ITLD9320,


ITLS9320
Language: English, Japanese, Portuguese (Brazilian),
Danish, Spanish (Latin American and European)
Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs

Course Description:
This exciting and dynamic 3-day course introduces learners to the lifecycle of managing IT services to deliver to
business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL
best practice, this course also positions the student to successfully complete the associated exam, required for entry
into the future ITIL intermediate level training courses and Managing across the Lifecycle.
The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service
Operations and Continual Service Improvement. These disciplines represent a Service life Cycle framework that
further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific
operational needs.
The Foundation Course Will Be of Interest to:
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service
Providers, System Integrators.
Learning Objectives:
At the end of this course, you will be able to:
Identify the key principles and concepts of IT Service Management
Identify the benefits of implementing ITIL in an organization
Identify the Service Management processes and how they map to the Service Lifecycle
Identify the basic concepts and definitions related to the Service Lifecycle
Identify the activities and roles involved with the Service Lifecycle
Identify the relationship of each component of the Service Lifecycle and how they map to other components
Identify the factors that affect the effectiveness of the Service Lifecycle

Courses & Certifications


ITIL Foundation Classroom
ITIL Foundation eLearning
ITIL Foundation Premium Classroom
ITIL Foundation Premium eLearning
ITIL Foundation with Apollo 13 Business Simulation

Course Logistics:
Classroom with U-shaped seating arrangement
Whiteboard, flipchart, projector
25 students maximum
Course runs 8:30 A.M. 5:00 P.M. each day
If required, the exam can be scheduled from 4:00 P.M. 5:00 P.M. on the last day
Prerequisites:
None, although a familiarity with IT service delivery will be beneficial
Course Material:
Participants receive presentation materials and a sample exam. First Aid Kit and Quick Reference Card are downloadable
from the ITpreneurs store.

ITIL Foundation Exam Preparation Guide

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Examination:
Accredited Foundation training is strongly recommended but not a prerequisite
The exam is a closed book, forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The
exam lasts 60 minutes
Credits:
Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification
scheme
Project Management Institute Professional Development Units (PDUs) = 18
National Association of State Board of Accountancy (NASBA) - Continuing Professional Education (CPE) credits = 21

Agenda:
Day 1

Day 2

Day 3

1. Introduction

5. Service Design

7. Service Operation

2. Service Management as a Practice

6. Service Transition

8. Continual Service Improvement

3. Service Lifecycle
Lunch
3. Service Lifecycle

6. Service Transition

Certificate: ITIL Foundation


Duration: 1-day (virtual) classroom, 12 hour selfpaced eLearning
Course Delivery: Blended (Virtual) Classroom, Exam

Course ID: ITL9320-B, ITIL9320-V


Language: English
Credits: 2 Credits to ITIL Expert, 20 PDUs

Course Description:
Information Technology Infrastructure (ITIL) is a system of best practices devised for the management and delivery of
IT services and IT infrastructure. ITIL best practice is comprised of five core disciplines: Service Strategy, Service Design,
Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service
life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and
enabling IT to solve specific operational needs. ITIL has become the de facto standard for managing, controlling and
operating IT services.

9. Technology and Architecture

4. Service Strategy

10. Exam Preparation

5. Service Design

Course Evaluation
Homework (review of days material)

ITIL Foundation Course Blended

Exam

Ordering Options:
Description

Code

Foundation Materials printed by ITpreneurs

ITL9320MPI

Foundation Materials printed by Partners

ITL9320MPP

Foundation Online Premium exam

ITL9321XO

Foundation Paper Premium exam

ITL9321XP

Foundation Online exam

ITL9320XO

Foundation Paper exam

ITL9320XP

Foundation Instructor

ITL9320I

This blended ITIL Foundation training, fully updated to ITIL 2011, introduces learners to the lifecycle of IT Service
Management. The course includes an engaging, case study based approach to learning the core disciplines of the
ITIL best practices. Blended training is a powerful solution that combines the flexibility of eLearning with traditional
classroom coaching for a superior learning experience. In preparing for the ITIL Foundation certification learners start
with upfront prep time via self-paced eLearning, covering the theoretical concepts. This is followed by instructor-led
classroom coaching (either in a physical or a virtual setting), allowing the participants to engage with the instructor
and other learners and review the concepts they previously learned alone. Fewer days spent in class reduces out-ofoffice training costs and lost employee hours. Learners are well-positioned to successfully complete the associated
exam required for entry into the future ITIL intermediate level training courses.
Audience:
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service
Providers, System Integrators.
Learning Objectives:
At the end of this course, participants will be able to:
Key principles and concepts of IT Service Management
Benefits of implementing ITIL in an organization
Service Management processes and how they map to the Service Lifecycle
Basic concepts and definitions related to the Service Lifecycle
Activities and roles involved with the Service Lifecycle
The relationship of each component of the Service Lifecycle and how they map to other components
Factors that affect the effectiveness of the Service Lifecycle
Course Logistics:
Classroom with U-shaped seating arrangement
Whiteboard, flipchart, projector
25 participants maximum
Prerequisites:
None, although a familiarity with IT service delivery will be beneficial

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Course Material:
Participants receive access to the eLearning prior to the class. There are no direct reference materials required for this
course; however, training providers can supplement this course with reference materials available on the market. The
list shown below is not intended as a direct endorsement by ITpreneurs, simply as a reference list for those looking for
supplemental material:
ITIL Core Reference Material:

Service Strategy

ISBN: 9780113313044

Service Design

ISBN: 9780113313051

Service Transition

ISBN: 9780113313068

Service Operation

ISBN: 9780113313075

Continual Service Improvement

ISBN: 9780113313082

Lifecycle Publication Suite

ISBN: 9780113313235

ITIL Foundation eLearning


Certificate: ITIL Foundation
Duration: 18 hours
Course Delivery: eLearning, Exam

Course ID: ITL9320E


Language: English, Portuguese (Brazilian)
Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs

Some of these books are also available as electronic .pdf and online subscription versions.

Course Description:
ITpreneurs ITIL Foundation eLearning Course offers scenario-based training with real-life connects. Learners will
attend a Virtual Training Conference at the majestic Royal Chao Phraya Hotel in Bangkok. In this virtual atmosphere,
learners will attend conference sessions hosted by two ITIL Experts, who will explain the foundations of ITIL. As part
of the learners stay at the hotel, they will have the opportunity to assist the hotel management team with different
projects and scenarios that will test their new ITIL knowledge.

About the Examination:


Accredited Foundation training is strongly recommended but not a prerequisite.
The exam is a closed book, forty (40) multiple-choice questions. The pass score is 65% (26 out of 40 questions). The
exam lasts 60 minutes.

This course has been created while keeping in mind the requirements of todays learners - those looking for a fun and
engaging learning environment that offers hands-on experience. The scenarios are geared to provide both theoretical
and practical knowledge, facilitating an effective method for reinforcement and self-assessment. The course offers
greater value than any other mode of instruction because it provides motivation as well as learning.

Credits:
Upon successful passing of the ITIL Foundation exam, the participant will be recognized with 2 credits in the ITIL
qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 20

This self-paced course introduces the learners to the Lifecycle of managing IT Services to deliver to business
expectations. It offers concrete foundation knowledge of the core disciplines of ITIL.

Agenda:
eLearning

Day 1

12 hours of self-paced, instructor supported


eLearning

Opening and Introduction

8:30-9:00

Review Service Strategy

9:00-9:45

Review Service Design

10:00-11:00

Review Service Transition

11:15-12:15

Review Service Operation

12:15-13:15

Review Continual Service Improvement

14:00-14:45

Exam Preparation

14:45-15:45

Exam

16:00-17:00

Ordering Options:
Description

Code

Foundation Course Materials printed by ITpreneurs

ITL9320MPI-B

Foundation Course Materials printed by partners

ITL9320MPP-B

Foundation Online exam

ITL9320XO

Foundation Paper exam

ITL9320XP

Foundation Instructor

ITL9320I

The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service
Operations, and Continual Service Improvement. These disciplines represent a Service Lifecycle framework that
enhances alignment with the business while demonstrating business value, improving ROI, and enabling IT to solve
specific operational needs.
The Foundation Course Will Be of Interest to:
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service
Providers, System Integrators
Learning Objectives:
At the end of this course, learners will be able to:
Identify the key principles and concepts of IT Service Management
Identify the benefits of implementing ITIL in an organization
Identify Service Management processes and understand how they map to the Service Lifecycle
Identify the basic concepts and definitions related to the Service Lifecycle
Identify the activities and roles involved with the Service Lifecycle
Identify the relationships among the components of the Service Lifecycle and understand how they map to other
components
Identify the factors that affect the effectiveness of the Service Lifecycle
Course Logistics:
Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers
or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection.
Prerequisites:
None, although a familiarity with IT Service Delivery will be beneficial.

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Course Material:
eLearning course material - available for 90 days
First Aid Kit and Quick Reference Card - downloadable from the ITpreneurs store
Online Exam Preparation Guide
Examination:
Accredited Foundation training is strongly recommended but not a prerequisite.
The exam is a closed book, forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam
lasts 60 minutes.
Credits:
Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification
scheme.
Project Management Institute Professional Development Units (PDUs) = 18
National Association of State Board of Accountancy (NASBA) - Continuing Professional Education (CPE) credits = 21
Modules:
1. ITIL Foundation Course
2. Service Management as a Practice
3. Service Lifecycle
4. Service Strategy
5. Service Design
6. Service Transition
7. Service Operation
8. Continual Service Improvement
9. Technology and Architecture
10. Exam Preparation Guide

ITIL Foundation + Cloud Introduction


Certificate: ITIL Foundation
Duration: 3 days
Course Delivery: (Virtual) Classroom

Course ID: ITL9329


Language: English
Credits: 2 Credits to ITIL Expert, 20 PDUs

Course Description:
Cloud computing has become a reality and organizations across the globe are looking for a training solution in order
to build cloud competencies in their organization to properly manage, utilize and govern new technologies. This
exciting and dynamic 3-day course, fully updated for ITIL 2011, introduces learners to the lifecycle of managing IT
services to deliver to business expectations. The course also gives you an introduction to cloud computing and an
understanding of the impact and changes cloud computing has on IT service management.
As well as an engaging, case study based approach to learning the core disciplines of the ITIL best practice, this
course also positions the participant to successfully complete the associated exam, required for entry into the future
ITIL intermediate level training courses.
The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service
Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that
further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific
operational needs.
Audience:
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service
Providers, System Integrators

Ordering Options:
Description

Code

Foundation Course eLearning

ITL9320E

Foundation Online Premium exam

ITL9321XO

Foundation Paper Premium exam

ITL9321XP

Foundation Online exam

ITL9320XO

Foundation Paper exam

ITL9320XP

Learning Objectives:
At the end of this course, you will be able to:
Identify the key principles and concepts of IT Service Management.
Understand the common terms and definitions of cloud computing.
Distinguish between the different types of clouds and give examples of them.
Identify the benefits of implementing ITIL in an organization.
Identify the Service Management processes and how they map to the Service Lifecycle.
Identify the basic concepts and definitions related to the Service Lifecycle.
Identify the activities and roles involved with the Service Lifecycle.
Identify the relationship of each component of the Service Lifecycle and how they map to other components.
Identify the factors that affect the effectiveness of the Service Lifecycle.
Recognize what types of organizations might benefit from cloud computing.
Understand the impact and changes of cloud computing on IT service management in a typical organization.
Use a structured approach, based on ITIL, to explore the potential impact of cloud computing in your organization.
Course Organizational Logistics:
Classroom with U-shaped seating arrangement
Whiteboard, projector, flipchart
25 participants maximum
Course runs 8:30 A.M. 5:00 P.M. each day
If required, the exam can be scheduled from 4:00 P.M. 5:00 P.M. on the last day

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ITIL Foundation + Cloud Essentials

Prerequisites:
None, although a familiarity with IT service delivery is beneficial.
Course Material:
ITIL Foundation: Participants receive presentation materials and a sample exam. The First Aid Kit and Quick Reference Card
are downloadable from the ITpreneurs store.

Certificate: ITIL Foundation and CompTIA Cloud


Essentials Certificate
Duration: 4 days
Course Delivery: (Virtual) Classroom, Exam

Cloud Essentials: Participants receive a copy of the classroom presentation material and the Participant Handbook, which
contains Reference Material. In addition, a sample exam is provided.
About the Examination:
Accredited Foundation training is strongly recommended but not a prerequisite.
The exam is closed book, with 40 multiple-choice questions. The pass score is 65% (26 out of 40 questions). The exam
lasts 60 minutes.
Credits:
Upon successful passing of the ITIL Foundation exam, the participant will be recognized with 2 credits in the ITIL
qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 18
Agenda:
This program consists of the regular ITIL Foundation course, plus two additional hours on the impact of cloud on service
management.

Day 1

Day 2

Day 3

Course introduction

Service Design

Review Day 1 and Day 2

Service Management as a Practice

Service Operation

Service Lifecycle

Continual Service Improvement

Service Strategy

Service Transition

Technology and Architecture

Cloud Computing

Exam Preparation and Evaluation


Exam

Homework

Homework

Ordering Options:
Description

Code

Foundation Course Materials printed by ITpreneurs

ITL9329MPI

Foundation Course Materials printed by partners

ITL9329MPP

Foundation Online exam

ITL9329XO

Foundation Paper exam

ITL9329XP

Foundation Instructor

ITL9329I

Service Management

Course ID: ITL9328 CL


Language: English
Credits: 2 Credits to ITIL Expert, 24 PDUs

Course Description:
This exciting and condensed 4-day classroom-based course, fully updated for ITIL 2011, introduces learners to
the lifecycle of managing IT services to deliver to business expectations by using an engaging, case study based
approach. The course also addresses the business and technical perspectives of cloud computing how to adopt,
operate and govern the cloud.
At the end of the course, learners will take two exams: One for ITIL Foundation, which is a requirement for entry into
the future ITIL Intermediate level training courses, and one for the associated CompTIA Cloud Essentials Exam.
Audience:
The ITIL Foundation + Cloud Essentials course will be of interest to:
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service
Providers, System Integrators, and Stakeholders.
Learning Objectives:
The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service
Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that
further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific
operational needs. At the end of this course, you will be able to:






Identify the key principles and concepts of IT Service Management.


Identify the benefits of implementing ITIL in an organization.
Identify the Service Management processes and how they map to the Service Lifecycle.
Identify the basic concepts and definitions related to the Service Lifecycle.
Identify the activities and roles involved with the Service Lifecycle.
Identify the relationship of each component of the Service Lifecycle and how they map to other components.
Identify the factors that affect the effectiveness of the Service Lifecycle.

The Cloud Essentials course uses scenario-driven learning that puts participants in the right mindset to apply the
principles in a realistic setting. The role-play activities included in this course use real-life situations that can occur in
participants daily lives. Activities such as brainstorms, quizzes, and discussions add to the interactive nature of this
course. At the end of this course, participants will be able to:
Understand the common terms and definitions of cloud computing.
Understand the business benefits and business considerations of cloud computing.
Understand cloud computing from a technical perspective and recognize the various techniques, methods,
challenges, and types of clouds.
Understand the impact and changes of cloud computing on IT service management.
Explain typical steps that lead to the successful adoption of cloud computing and understand the implications for
an organization.
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Recognize the compliance, risk, and regulatory consequences of cloud computing and its financial and strategic
impact on an organization.
Course Organizational Logistics:
Classroom with U-shaped seating arrangement
Whiteboard, projector, flipchart
25 students maximum
Course runs 8:30 A.M. 5:00 P.M. each day
If required, the exam can be scheduled from 4:00 5:00 P.M. on Day 3 and Day 4
Prerequisites:
None, although a familiarity with IT service delivery is beneficial.
Course Material
ITIL Foundation: Participants receive presentation materials and a sample exam. The First Aid Kit and Quick Reference
Card are downloadable from the ITpreneurs store.

Agenda Four-Day Classroom Course:


Day 1

Day 2

Day 3

Day 4

Introduction to ITIL
Foundation Plus Cloud
Essentials Course

ITIL Service Transition

ITIL: CSI

Day 1: Cloud Review

2. Service Management as a
Practice

ITIL: Technology &


Architecture

CC: Adopting Cloud


Computing

3. ITIL Service Strategy

Exam Prep ITIL


Exam ITIL

CC: Governing Cloud


Computing

Lunch
ITIL Service Lifecycle

ITIL Service Operations

ITIL Service Design


Day 1: Review ITIL

CC: Business Perspective CC: Governing Cloud


CC: Technical
Perspective

Day 2: Review ITIL

CC: Operating Cloud


Computing
Exam Prep: Cloud Essentials
Exam: Cloud Essentials

Cloud Essentials: Participants receive a copy of the classroom presentation material and the Participant Handbook,
which contains Reference Material. In addition, a sample exam is provided.

Homework

About the ITIL Foundation Examination:


Accredited Foundation training is strongly recommended but not a prerequisite.
The exam is closed book, with 40 multiple-choice questions. The pass score is 65% (26 out of 40 questions). The
exam lasts 60 minutes.

The Cloud Essentials course has been designated as CompTIA Approved


Quality Content.
Cloud Essentials Courseware Tested by ProCert Labs

About the Cloud Essentials Examination:


The course includes an Exam Preparation module, preparing participants to complete the CompTIA Cloud
Essentials Exam on the second day of the course.
The exam consists of 50 questions, the passing score is 720 (on a scale of 900), and is web-based in the English
language.
Credits:
Upon successful passing of the ITIL Foundation Exam, the participant will be recognized with 2 credits in the ITIL
qualification scheme.
Upon successful passing of the Cloud Essentials Exam, the learner will be recognized for Project Management
Institute Professional Development Units (PDUs) = 11
Upon successful passing of the two exams: ITIL Foundation and the Cloud Essentials, the participant will
be recognized with 2 credits in the ITIL qualification scheme & Project Management Institute Professional
Development Units (PDUs) = 24.

Service Management

Ordering Options:
Description

Code

Foundation Course Materials printed by ITpreneurs

ITL9328MPI

Foundation Course Materials printed by partners

ITL9328MPP

ITIL Foundation Online exam

ITL9328XO

ITIL Foundation Paper exam

ITL9328XP

ITIL Foundation Instructor

ITL9328I

CompTIA Cloud Essentials Online exam

VCC1220XO

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ITIL Foundation Premium Classroom


Certificate: ITIL Foundation Premium
Duration: 3 days
Course Delivery: (Virtual) Classroom, Exam

Course ID: ITL9321


Language: English
Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs

Course Description:
This exciting and dynamic 3-day course introduces learners to the lifecycle of managing IT services to deliver to
business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL
best practice, this course also positions the student to successfully complete the associated exam, required for entry
into the future ITIL intermediate level training courses. The Premium version of this course includes supplemental
training material. The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service
Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle
framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT
to solve specific operational needs.
The Foundation Course will be of interest to:
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service
Providers, System Integrators.

Examination:
Accredited Foundation training is strongly recommended but not a prerequisite.
The exam is a closed book, forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam
lasts 60 minutes.
Credits:
Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification
scheme.
Project Management Institute Professional Development Units (PDUs) = 18
National Association of State Board of Accountancy (NASBA) - Continuing Professional Education (CPE) credits = 21
Agenda:
Day 1

Day 2

Day 3

1. Introduction

5. Service Design

8. Continual Service Improvement

2. Service Management as a Practice

6. Service Transition

9. Technology and Architecture

3. Service Lifecycle
Lunch
3. Service Lifecycle

6. Service Transition

10. Exam Preparation

4. Service Strategy

7. Service Operation

Course Evaluation

5. Service Design

Exam
Homework (review of days material)

Ordering Options:
Learning Objectives:
At the end of this course, learners will be able to:
Identify the key principles and concepts of IT Service Management
Identify the benefits of implementing ITIL in an organization
Identify the Service Management processes and how they map to the Service Lifecycle
Identify the basic concepts and definitions related to the Service Lifecycle
Identify the activities and roles involved with the Service Lifecycle
Identify the relationship of each component of the Service Lifecycle and how they map to other components
Identify the factors that affect the effectiveness of the Service Lifecycle

Description

Code

Foundation Premium Course Materials printed by ITpreneurs

ITL9321MPI

Foundation Premium Course Materials printed by partners

ITL9321MPP

Foundation Online Premium exam

ITL9321XO

Foundation Paper Premium exam

ITL9321XP

Foundation Online exam

ITL9320XO

Foundation Paper exam

ITL9320XP

Foundation Instructor

ITL9320I

Course Logistics:
Classroom with U-shaped seating arrangement
Whiteboard, flipchart, projector
25 students maximum
Course runs 8:30 A.M. 5:00 P.M. each day
If required, the exam can be scheduled from 4:00 P.M. 5:00 P.M. on the last day
Prerequisites:
None, although a familiarity with IT Service Delivery will be beneficial
Course Material:
Participants receive a copy of the classroom presentation material
Participants receive a copy of the Quick Reference Card, sample exam and the First Aid Kit
Participants receive time-limited access to the ITIL Awareness eLearning course
Participants receive time-limited access to the ITIL Exam Preparation Guide (a digital version of the classroom exam
preparation material)
There are no direct reference materials required for this course
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ITIL Foundation Premium eLearning


Certificate: ITIL Foundation
Duration: 18 hours
Course Delivery: eLearning, Exam

Course ID: ITL9321E


Language: English
Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs

Course Description:
ITpreneurs ITIL Foundation Premium eLearning Course offers scenario-based training with real-life connects.
Learners will attend a Virtual Training Conference at the majestic Royal Chao Phraya Hotel in Bangkok. In this virtual
atmosphere, the learners will attend conference sessions hosted by two ITIL Experts, who will explain the foundations
of ITIL. As part of the learners stay at the hotel, they will have the opportunity to assist the hotel management team
with different projects and scenarios that will test their new ITIL knowledge.
This course has been created while keeping in mind the requirements of todays learners - those looking for a fun and
engaging learning environment that offers hands-on experience. The scenarios are geared to provide both theoretical
and practical knowledge, facilitating an effective method for reinforcement and self-assessment. The course offers
greater value than any other mode of instruction because it provides motivation as well as learning. This self-paced
course introduces the learners to the Lifecycle of managing IT Services to deliver to business expectations. It offers
concrete foundation knowledge of the core disciplines of ITIL. This Premium course comes with exclusive features,
such as the scenario-based training approach, a Quick Reference Card, and a First Aid Kit.
The ITIL best practice is composed of five core disciplines:
Service Strategy, Service Design, Service Transition, Service
Operations, and Continual Service Improvement. These
disciplines represent a Service Lifecycle framework that
enhances alignment with the business while demonstrating
business value, improving ROI, and enabling IT to solve specific
operational needs
The Foundation Course will be of interest to:
IT Management, IT Support Staff, IT Consultants, Business
Managers, Business Process Owners, IT Developers, Service
Providers, System Integrators.
Learning Objectives
At the end of this course, learners will be able to:
Identify the key principles and concepts of IT Service Management
Identify the benefits of implementing ITIL in an organization
Identify Service Management processes and understand how they map to the Service Lifecycle
Identify the basic concepts and definitions related to the Service Lifecycle
Identify the activities and roles involved with the Service Lifecycle
Identify the relationships among the components of the Service Lifecycle and understand how they map to other
components
Identify the factors that affect the effectiveness of the Service Lifecycle

Service Management

Course Logistics:
Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers
or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection
Prerequisites:
None, although a familiarity with IT Service Delivery will be beneficial.
Course Material:
eLearning course material is available for 90 days
First Aid Kit and Quick Reference Card - downloadable from the ITpreneurs store
Online Exam Preparation Guide
Examination:
Accredited Foundation training is strongly recommended but not a prerequisite.
The exam is a closed book, forty (40) multiple choice questions. The pass score is 65% (26 out of 40 questions). The exam
lasts 60 minutes
Credits:
Upon successful passing of the ITIL Foundation exam, the student will be recognized with 2 credits in the ITIL qualification
scheme.
Project Management Institute Professional Development Units (PDUs) = 18
National Association of State Board of Accountancy (NASBA) - Continuing Professional Education (CPE) credits = 21
Course Contents:
Service Management as a Practice, Service Lifecycle, Service Strategy, Service Design, Service Transition, Service
Operation, Continual Service Improvement and Technology and Architecture.
Exam Preparation Guide
First Aid Kid
Quick reference Card
Modules:
ITIL Foundation Premium Course:
1. Service Management as a Practice
2. Service Lifecycle
3. Service Strategy
4. Service Design
5. Service Transition
6. Service Operation
7. Continual Service Improvement
8. Technology and Architecture
9. Exam Preparation Guide
Ordering Options:
Description

Code

Foundation Premium Course eLearning

ITL9321E

Foundation Online Premium exam

ITL9321XO

Foundation Paper Premium exam

ITL9321XP

Foundation Online exam

ITL9320XO

Foundation Paper exam

ITL9320XP

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ITIL Foundation with Apollo 13 Business Simulation


Mission ITSM
Certificate: ITIL Foundation with Apollo 13 Business
Simulation Course
Duration: 3 days
Course Delivery: Classroom, Simulation

Course ID: ITL9324


Language: English
Credits: 2 Credits to ITIL Expert, 18 PDUs, 21 CPEs

Course Description:
Houston, we have a problem, these grave words were spoken just fifty-five hours and fifty-five minutes into the
mission. Imagine that you are on board the Apollo 13 when one of your crew members reports hearing a loud bang.
You discover that your spacecraft is slowly dying. You have a serious problem, unless you and the ground support
staff can solve this problem together and time is running out, fast! Welcome to the ITIL Foundation with Apollo 13
Mission ITSM course.
In this unique 3-day course, you will learn and experience the basics of ITIL, along with the exciting experience of a
business simulation game that is based on the actual Apollo 13 mission. You will also come to fully understand the
relationships between processes, and experience the actual how to apply ITIL theory. This course prepares learners
to take the ITIL Foundation examination and helps learners to recognize the success factors in applying ITIL best
practices.
Business Simulation Makes a Difference:
Business simulation is a powerful vehicle to make learning stick and has proven to support organizational change
initiatives and best practice implementation programs. During a Business Simulation, we simulate (all too)
recognizable business processes and scenarios. The environment is challenging and realistic. You will have to design
your own processes while working together as a team. You will have to execute
and improve your processes and agreed-to-ways of working. Three rounds of
simulation will be given during this course. You will have the chance to reflect,
discuss and improve your ability to translate theory and knowledge into practical
application.
Audience:
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service
Providers, System Integrators
Learning Objectives:
At the end of this course, the learner will gain competencies to:
Identify the key principles and concepts of IT Service Management
Identify the benefits of implementing ITIL in an organization
Identify Service Management processes and understand how they map to the Service Lifecycle
Identify the basic concepts and definitions related to the Service Lifecycle

Identify the activities and roles involved with the Service Lifecycle
Identify the relationships among the components of the Service
Lifecycle and understand how they map to other components
Identify the factors that affect the effectiveness of the Service Lifecycle
Experience the benefits of best practices in action
Identify success and fail factors in applying best practices
Learn how to use ITIL to realize and demonstrate service agreements
Course Logistics:
Minimum 8 participants and maximum 18 participants (optimum 13
participants).
10 tables of 1 x 1,8 meters (3 x 6 feet)
The game room needs to be a minimum of 8 meters by 8 meters (26 x
26 feet).
A whiteboard, flip chart and a Projector/Beamer
The exam will be scheduled from 16:0017:00 hours on the third day
What Customers Are Saying About the Apollo 13 Business Simulation:
In Apollo, it wasnt about making money. We were confronted with the
same demands as we get from the Business i.e., lower cost of ownership, increase customer satisfaction, do more with
less, demonstrate business value from ITSM. In Apollo, we learned how to measure and demonstrate these using ITIL
processes.
Really good, fun and an original way of simulating reality.
A real eye opener: which processes are running in parallel, right now, and which ones are important, at that time.
We became aware of the interdependencies of processes.
We can see the cost of doing things wrong.
Time pressure is like real lifeits about planning and making choices.
We have become aware of the chaos and confusion in the processes, and of our own responsibilities.
Prerequisites:
None, although a familiarity with IT service delivery will be beneficial.
Course Material:
Participants will receive a copy of the classroom presentation material. There are no direct reference materials
required for this course; however Training Providers do have a choice of supplementing this course with reference
materials available on the market. The list shown below is not intended as a direct endorsement by ITpreneurs, but is
intended as a reference list of supplemental materials Training Providers might consider:
ITIL Core Reference Material:
-- Service Strategy ISBN: 978-113313044
-- Service Design ISBN: 9780113313051
-- Service Transition ISBN: 9780113313068
-- Service Operation ISBN: 9780113313075
-- Continual Service Improvement ISBN: 9780113313082
-- Lifecycle Publication Suite ISBN: 9780113313235
Examination:
The ITIL Foundation Exam is closed book and consists of 40 multiple-choice questions. The pass score is 65% (26 out of
40 questions). The ITIL exam lasts 60 minutes.
Credits:
Upon successfully passing the ITIL Foundation exam, candidates will be recognized with 2 credits in the ITIL qualification
scheme. Project Management Institute, Professional Development Units (PDUs) = 18 (course code 2690-9320CL)

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Agenda:
Day 1

Day 2

Day 3

Module 1. Introduction

Day 1 Review + Module 5: Service


Design

Module 7: Service Operation


(Functions)

Module 2. Service Management as a


Practice

Module 6. Service Transition

Module 8. Continual Service


Improvement

Module 3. Service Lifecycle

Apollo13: Mission ITSM Back to Earth


Module 9. Technology and
Architecture
Lunch

Apollo13: Mission ITSM Building the


Rocket

Module 6. Service Transition

Module 3. Service Lifecycle

Apollo13: Mission ITSM Heading to


the Moon

Exam Preparation

Module 4. Service Strategy

Module 7. Service Operation


(Processes)

Mock Exam & Course Evaluation

Module 5. Service Design

ITIL Foundation Exam Preparation Guide


Certificate: None
Duration: 2 hours
Course Delivery: eLearning

Course ID: ITL9320EP


Language: English
Credits: None in the ITIL scheme

Course Description:
The Foundation Exam Preparation Guide contains a summary of the ITIL concepts and processes and provides the
learner with the tools to prepare to write the ITIL Foundation exam. This exam preparation guide offers you a content
refresher tool, an overview of the exam with strategies to successfully approach this exam, a printable Quick Reference
Card and First Aid Kit, and a 1-hour simulated exam.
The Exam Preparation course will be of interest to:
Anyone planning to take the ITIL Foundation Exam.

Self-study
ITIL Foundation Exam
Homework (review of days material)

Ordering Options:
Description

Code

Foundation with Apollo 13: Mission ITSM Materials printed by ITpreneurs

ITL9353MPI

Foundation with Apollo 13: Mission ITSM Materials printed by partners

ITL9353MPP

Foundation with Apollo 13: Mission ITSM Instructor

ITL9353I

Foundation with Apollo 13: Mission ITSM Online Exam

ITL9353XO

Foundation with Apollo 13: Mission ITSM Paper Exam

ITL9353XP

Foundation with Apollo 13: Mission ITSMOnline exam

ITL9353XO

Foundation with Apollo 13: Mission ITSM Trainer Kit

ITL9354MPI

Learning Objectives:
At the end of this course, the learner will gain competencies to:
Become acquainted with the questions of the Foundation Certification Exam
Understand how to answer the certification questions
Evaluate your existing knowledge level and training the gaps that exist
Course Logistics:
Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers
or a headset, minimum 1024 x 768 pixel resolution, broadband Internet connection.
Prerequisites:
None
Course Material:
Participants receive an online exam preparation guide and the Quick Reference Card can be downloaded from the ITpreneurs
store
Examination:
There is no exam associated with the Foundation Exam Preparation Guide product on its own.
However, access to the Foundation Exam can be ordered with the Foundation Exam Preparation Guide product.
Credits:
None in the ITIL scheme for the Foundation Exam Preparation Guide completion itself.
If the Foundation Exam option is selected with the Foundation Exam Preparation Guide, upon successful passing of the ITIL
Foundation exam, the student will be recognized with 2 credits in the ITIL qualification scheme.

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Course Contents :
ITIL Summary Notes
Exam Facts
Exam Question Structure
Successful Exam Strategies
Mock Exam
Ordering Options:
Description

Code

Foundation Exam Preparation Guide eLearning

ITL9320EP

Foundation Exam Preparation Guide + Online Exam eLearning

ITL9320EPXO

Foundation Online Premium exam

ITL9321XO

Foundation Paper Premium exam

ITL9321XP

Foundation - Online exam

ITL9320XO

Foundation - Paper exam

ITL9320XP

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ITIL Service
Capability
The Capability courses enable participants to achieve a better understanding
of the Service Lifecycle, the processes and activities within specific capabilities,
as well as the execution of these processes and activities.
The Capability courses will be of interest to those who seek a deeper
understanding of specific IT Service Management processes, process activities,
and the execution and use of these processes throughout the Lifecycle. There
are four Capability modules including: Planning, Protection, and Optimization
(PPO), Service Offerings and Agreements (SOA), Operational Support and
Analysis (OSA), and Release, Control, and Validation (RCV).

Courses & Certifications


ITIL Planning, Protection and Optimization Capability Classroom
ITIL Planning, Protection and Optimization Capability Classroom Blended
ITIL Service Offerings and Agreements Capability Classroom
ITIL Service Offerings and Agreements Capability Classroom Blended
ITIL Operational Support and Analysis Capability Classroom
ITIL Operational Support and Analysis Capability Classroom Blended

ITIL Planning, Protection and Optimization Capability


Certificate: ITIL Planning Protection and
Optimization Capability
Duration: 5 days
Course Delivery: (Virtual) Classroom

Course ID: ITL9331, ITLJ9331, ITLP9331


Language: English, Japanese, Portuguese (Brazilian),
Spanish (LATAM)
Credits: 4 Credits to ITIL Expert, 40 PDUs

Course Description:
This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with
the Planning Protection and Optimization of services. The main focus of this course is on the operational-level process
activities and supporting methods and approaches to executing these processes in a practical, hands-on learning
environment. This training is intended to enable the holders of the certificate to apply the practices throughout the
Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the
core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.
The Planning Protection and Optimization Capability course will be of interest to:
Individuals who have their ITIL Foundation Certificate
Who want to pursue the intermediate and advanced level ITIL certifications
Individuals who require a deeper understanding of the Planning Protection and Optimization processes and how
these may be used and how these may be used to enhance the quality of IT service support within an organization,
for example: operational staff involved in Capacity Management, Availability Management, IT Service Continuity
Management, Information Security Management, Demand Management and Risk Management
IT professionals involved in IT Service Management implementation and improvement programs
Learning Objectives:
Upon completion of this course and examination, the learner will gain competencies in:
Understanding Service Management as a Practice and how the processes within Planning Protection and
Optimization support the Service Lifecycle
Knowing the important role of Planning Protection and Optimization in service provision and understanding of
how the in-scope processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Planning Protection and Optimization processes
The application of Planning Protection and Optimization processes, activities and functions to achieve operational
excellence
How to measure Planning Protection and Optimization performance
The importance of IT Security and how it supports Planning Protection and Optimization
Understanding technology and implementation requirements in support of Planning Protection and Optimization
The challenges, critical success factors and risks related with Planning Protection and Optimization
Course Logistics:
A maximum of 18 people can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available
Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 A.M. 5:00 P.M. each day the exam can be scheduled from 1:00 P.M. 2:30 P.M. on the last day

ITIL Release, Control and Validation Capability Classroom


ITIL Release, Control and Validation Capability Classroom Blended

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Prerequisites:
Participants are required to have an ITIL Foundation Certificate
It is strongly recommended that candidates:
-- Can demonstrate familiarity with IT terminology and understand the context of Planning Protection and
Optimization management of their own business environment is strongly recommended.
-- Have exposure working in the service management capacity within a service provider environment, with
responsibility emphasizing on at least one of the following management processes:
Capacity Management, Availability Management, IT Service Continuity Management (ITSCM), Information
Security Management and Demand Management
It is also recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices
core publications prior to attending training for this certification, in particular the Service Design publication.
Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the
exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released
by APMG.
Examination:
Evidence of ITIL Foundation Certificate and completion of a Planning, Protection, and Optimization from an
Accredited Training Provider is required to sit the exam
It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus
and the associated areas of the ITIL Service Management Practice core guidance, in particular Service Design
publication in preparation for the examination.
The syllabus can be downloaded from: http://www.itil-officialsite.com
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the
examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a
dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one
which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%

Agenda:
Day1

Day2

Day3

Day 4

Day5

1. Introduction

3. Availability
Management

4. IT Service
Continuity
Management

6. Demand
Management

9. Exam Preparation/
Mock Exam

5. Information
Security
Management

7. Roles and
Responsabilities

2. Capacity
Management

Lunch
2. Capacity
Management
3. Availability
Management

4. IT Service
Continuity
Management

5. Information
Security
Management

8. Technology &
Implementation
Considerations

Exam

6. Demand
Management
Homework (review of the days material)

Ordering Options:
Description

Course

Planning Protection and Optimization Capability Course Materials printed by ITpreneurs

ITL9331MPI

Planning Protection and Optimization Capability Materials printed by partners

ITL9331MPP

Planning Protection and Optimization Capability Online Premium exam

ITL9331XO

Planning Protection and Optimization Capability Paper Premium exam

ITL9331XP

Planning Protection and Optimization Capability Online exam

ITL1310XO

Planning Protection and Optimization Capability Paper exam

ITL1310XP

Planning Protection and Optimization Capability Instructor

ITL9331I

Credits:
Upon successful passing of the ITIL Planning Protection and Optimization Capability exam, the candidate will be
recognized with 4 credits in the ITIL qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 40

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ITIL Planning, Protection and Optimization


Capability Classroom Blended
Certificate: ITIL Planning, Protection, and
Optimization Capability
Duration: 2.5 days (virtual) classroom
10 hours self-paced eLearning
Course Delivery: Blended, Exam

Course ID: ITL9331-VC-B, ITLJ9331-VC-B ,


ITLP9331-VC-B
Language: English, Japanese, Portuguese (Brazilian)
Credits: 4 Credits to ITIL Expert, 30 PDUs

Course Description:
This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL
knowledge with respect to Planning, Protection, and Optimization and to apply this knowledge in real life. Learners
can complete eLearning modules on their own time to build their knowledge and then participate in interactive
classroom or virtual classroom sessions to apply this knowledge in practice.

Agenda:
eLearning

(Virtual) Classroom
Day 1

6 hours of self-paced,
instructor-supported
eLearning

Day 2

Day 3

1. Introduction to
Planning
Protection and
Optimization (PPO)
2. Capacity
Management

eLearning
6. Demand and
Management

4 hours of self-paced,
instructor-supported
eLearning

4. IT Service Continuity 7. Roles and


Management
Responsabilities
Lunch

2. Capacity
Management
3. Availability
Management

8. Technology and
Implementation
Considerations
5. Information Security
management
6. Demand
Management
Homework

Practical Information About the Course:


A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor
Learners have to provide their ITIL certificate numbers before the start of the course.
Learners are expected to complete the eLearning modules prior to joining the classroom/virtual classroom sessions
as the classroom sessions build upon the knowledge provided in the eLearning modules.
Classroom/virtual classroom sessions run from 8:00 A.M. 5:00 P.M. on days 1 and 2. The third day ends at 12:00
noon.
After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation
module.
The exam is not part of the course and can be scheduled at a time and date convenient to the students.
The eLearning modules and virtual classroom environment require a high-speed Internet connection, Internet
Explorer 7.0 or higher, a headset, and a microphone.
The instructor is available throughout the program to support learners with their eLearning modules. The instructor
can be reached via telephone or e-mail.
Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access
to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after
completion of the course.
Credits:
On successfully passing the ITIL Planning, Protection, and Optimization Capability exam, the learner will be recognized with 4
credits in the ITIL Qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 30

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ITIL Service Offerings and Agreements Capability Classroom


Certificate: ITIL Service Offerings and Agreements
Capability
Duration: 5 days
Course Delivery: (Virtual) Classroom

Course ID: ITL9332, ITLJ9332, ITLP 9332


Language: English, Japanese, Portuguese (Brazilian)
Credits: 4 Credits to ITIL Expert, 40 PDUs

Course Description:
This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated
with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on the
operational-level process activities and supporting methods and approaches to executing these processes in a
practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply
the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based
approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete
the associated exam.
The Service Offerings and Agreements Capability course will be of interest to:
Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL
certifications. Individuals and / or operational staff who require a deep practical understanding of the Service Offerings
and Agreements processes and how these may be used to enhance the quality of IT service support within an
organization, for example:
Operational staff involved in Service Portfolio Management
Service Catalogue Management
Service Level Management
Demand Management
Supplier Management
Financial Management and Business Relationship Management
IT professionals involved in IT Service Management implementation and improvement programs. A typical role
includes (but is not restricted to):
IT professionals, IT / business managers and IT / business process owners, IT practitioners
Learning Objectives:
Upon completion of this course and examination, the learner will gain competencies in:
Understanding Service Management as a Practice and how the processes within Service Offerings and Agreements
support the Service Lifecycle
Knowing the important role of Service Offerings and Agreements in service provision and understanding of how
the in-scope processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Planning Protection and Optimization processes
The activities, methods and functions used in each of the Service Offerings and Agreements processes
The application of Service Offerings and Agreements processes, activities and functions to achieve operational
excellence

Course Logistics:
A maximum of 18 people can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available
Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 A.M. 5:00 P.M. each day the exam can be schedule from 1:00 P.M. 2:30 P.M. on the last day
Prerequisites:
Candidates for this course must::
Hold an ITIL Foundation Certificate
There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service
Management is highly desirable
It is strongly recommended that candidates can demonstrate familiarity with IT terminology and understand the
context of Service Offerings and Agreements.
Have exposure working in the service management capacity within a service provider environment, with
responsibility emphasizing on at least one of the following management processes:
Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand
Management, Supplier Management and Financial Management
It is also recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices
core publications prior to attending training for this certification
Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the
exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released
by APMG.
Examination:
Evidence of ITIL Foundation Certificate and completion of an Service Offerings and Agreements Capability course
from an Accredited Training Provider is required to sit the exam.
It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and
the and the associated areas of the ITIL Service Management Practice core guidance, in particular Service Strategy
and Service Design publications in preparation for the examination.
The syllabus can be downloaded from: http://www.itil-officialsite.com.
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the
examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a
dictionary).
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one
which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%
Credits:
Upon successful passing of the ITIL Service Offerings and Agreements Capability exam, the student will be recognized
with 4 credits in the ITIL qualification scheme
Project Management Institute Professional Development Units (PDUs) = 40

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Agenda:
Day1

Day2

Day3

Day4

Day5

1. Introduction

3. Service Level
Management

5. Demand
Management

7. Financial
Management

10. Technology
and
Implementation
Considerations

2. Service Portfolio
Management

6. Supplier
Management

11.Exam
Preparation /
Mock Exam

Lunch
2. Service Portfolio
Management

4. Service Level
Management

3. Service Catalogue
Management

6. Supplier
Management

8. Business
Relationship
Management

7. Financial
Management

9. Roles and
Responsibilities

Certificate: ITIL Service Offerings and Agreements


Capability
Duration: 2.5 days (virtual) classroom, 10-hours selfpaced eLearning
Course Delivery: (Virtual) Classroom, eLearning

Course ID: ITL9332-VC-B, ITLJ9332-VC-B ,


ITLP9332-VC-B
Language: English, Japanese, Portuguese (Brazilian)
Credits: 4 Credits to ITIL Expert, 30 PDUs

Exam

Course Description:
This course uses an optimal mix of learning methods to provide learners with the most effective way to build their
ITIL knowledge with respect to Service Offerings and Agreements and to apply this knowledge in real life. Learners
can complete eLearning modules on their own time to build their knowledge and then participate in interactive
classroom or virtual classroom sessions to apply this knowledge in practice.

10. Technology and


Implementation
Considerations
Homework (review of the days material)

Ordering Options:
Description

Course

Service Offerings and Agreements Capability Course Materials printed by ITpreneurs

ITL9332MPI

Service Offerings and Agreements Capability Course Materials printed by partners

ITL9332MPP

Service Offerings and Agreements Capability Online Premium exam

ITL9332XO

Service Offerings and Agreements Capability Paper Premium exam

ITL9332XP

Service Offerings and Agreements Capability Online exam

ITIL1320XO

Service Offerings and Agreements Capability Paper exam

ITIL1320XP

Service Offerings and Agreements Capability Instructor

ITL9332I

Service Management

ITIL Service Offerings and Agreements


Capability Classroom Blended

The Service Offerings and Agreements Capability course will be of interest to:
IT professionals involved in IT Service Management implementation and improvement programs
Typical roles, including (but not restricted to) IT professionals, IT/business managers, IT/business process owners,
and IT practitioners
Learning Objectives:
On completing this course and examination, the learner will gain competencies in:
Understanding the importance of IT security and how it supports Service Offerings and Agreements.
Understanding technology and implementation requirements in support of Service Offerings and Agreements.
Comprehending the challenges, Critical Success Factors, and risks related to Service Offerings and Agreements.
Practical information about the course:
A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor
Learners have to provide their ITIL certificate numbers before the start of the course
Learners are expected to complete the eLearning modules before joining the classroom/virtual classroom sessions
as the classroom sessions build upon the knowledge provided in the eLearning modules
Classroom/virtual classroom sessions run from 8:00 A.M. 5:00 P.M. on days 1 and 2. The third day ends at 12:00
noon
After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation module
The exam is not part of the course and can be scheduled at a time and date convenient to the students.
The eLearning modules and virtual classroom environment require a high-speed Internet connection, Internet
Explorer 7.0 or higher, a headset, and a microphone
The instructor is available throughout the program to support learners with their eLearning modules. The instructor
can be reached via telephone or e-mail

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163

Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access
to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after
completion of the course.
Credits:
On successfully passing the ITIL Service Offerings and Agreements Capability exam, the student will be recognized with
4 credits in the ITIL Qualification scheme
Project Management Institute Professional Development Units (PDUs) = 30
Agenda:
eLearning

(Virtual) Classroom
Day 1

Day 2

eLearning
Day 3

6 hours of self-paced, Service Management Service Level


instructor-supported
Management
eLearning

Financial
Management

Service Portfolio
Management

Demand
Management (incl.
15-min RECAP)

Business Relationship
Manager

Service Catalogue
Management

Supplier
Management (incl.
15-min RECAP

Roles and
Responsibilities

Lunch
Service Level
Management

Financial
Management
Homework

Technology and
Implement action
Considerations

4 hours of self-paced,
instructor-supported
eLearning

ITIL Operational Support and Analysis Capability Classroom


Certificate: ITIL Operational Support and Analysis
Capability
Duration: 5 days
Course Delivery: Classroom, Exam

Course ID: ITL9333, ITLJ9333, ITLP9333


Language: English, Japanese, Portuguese (Brazilian),
Spanish (LATAM)
Credits: 4 Credits to ITIL Expert, 40 PDUs

Course Description:
This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with
the Operational Support and Analysis of services. The main focus of this course is on the operational-level process
activities and supporting methods and approaches to executing these processes in a practical, hands-on learning
environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and
support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach
to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the
associated exam.
The Operational Support and Analysis Capability course will be of interest to:
Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level
ITIL certifications.
Individuals and/or operational staff who require a comprehensive practical understanding of the Operational
Support and Analysis processes and how these may be used to enhance the quality of IT service support within
an organization, e.g., operational staff involved in Event Management Process, Incident Management Process,
Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical
Management, IT Operations Management and Application Management.
IT professionals involved in IT Service Management implementation and improvement programs.
A typical role includes,but is not restricted to: IT professionals, IT / business managers and IT / business process
owners, IT practitioners.
Learning Objectives:
At the end of this course, the learner will gain competencies in:
Understanding Service Management as a Practice, Service Operation principles, purpose and objective
Knowing the important role of Operational Support and Analysis in service provision and understanding of how the
in-scope processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Operational Support and Analysis processes
The application of Operational Support and Analysis processes, activities and functions to achieve operational
excellence
How to measure Operational Support and Analysis performance
The importance of IT Security and how it supports Service Offerings and Agreements
Understanding technology and implementation requirements in support of Operational Support and Analysis
The challenges, critical success factors and risks related with Operational Support and Analysis
Course Logistics:
A maximum of 18 students can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available- Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 A.M. 5:00 P.M. each day - the exam can be scheduled from 1:00 P.M. 2:30 P.M. on the last day

Service Management

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165

Prerequisites:
Candidates for this course must:
Hold an ITIL Foundation Certificate
There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service
Management is highly desirable
It is also strongly recommended that candidates:
Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis
management of their own business environment
Have exposure working in the service management capacity within a service provider environment, with
responsibility emphasizing on at least one of the following management processes:
Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management
Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and
Application Management
Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the
exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released
by APMG.
Examination:
Evidence of ITIL Foundation Certificate or ITIL and completion of the Operational Support & Analysis Capability
course from an Accredited Training Provider is required to sit the exam
It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and
the Service Operation book in preparation for the examination.
The syllabus can be downloaded from: http://www.itil-officialsite.com
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the
examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a
dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one
which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%

Agenda:
Day 1

Day 2

Day 3

Day 4

Day 5

1. Introduction & SM
as a practice

3. Incident
Management

5. Problem
Management

7. Service Desk

9. Technology and
Implementation
Considerations

8. Functions

10. Exam Preparation /


Mock Exam

2. Event Management 4. Request Fulfillment 6. Access


Management

8. Functions

Exam

3. Incident
Management

9. Technology and
Implementation
Considerations

2. Event Management 4. Request Fulfillment


Lunch

5. Problem
Management

7. Service Desk

Homework (review of the days material)



Ordering Options:
Description

Course

Operational Support and Analysis Capability Course Materials printed by ITpreneurs

ITL9333MPI

Operational Support and Analysis Capability Course Materials printed by partners

ITL9333MPP

Operational Support and Analysis Capability Online Premium exam

ITL9333XO

Operational Support and Analysis Capability Paper Premium exam

ITL9333XP

Operational Support and Analysis Capability Paper exam

ITL1330XP

Operational Support and Analysis Capability Online exam

ITL1330XO

Operational Support and Analysis Capability Instructor

ITL9333I

Credits:
Upon successful passing of the ITIL Operational Support and Analysis Capability exam, the student will be
recognized with 4 credits in the ITIL qualification scheme
Project Management Institute Professional Development Units (PDUs) = 40

Service Management

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167

ITIL Operational Support and Analysis


Capability Classroom Blended
Certificate: ITIL Operational Support and Analysis
Capability Blended
Duration: 2.5 days (virtual) classroom 10-hours
self-paced eLearning
Course Delivery: Blended, Exam

Course ID: ITL9333-VC-B, ITLJ9333-VC-B ,


ITLP9333-VC-B
Language: English, Japanese, Portuguese (Brazilian)
Credits: 4 Credits to ITIL Expert, 30 PDUs

Agenda:
eLearning

(Virtual) Classroom
Day 1

6 hours of self-paced, 1. Introduction


instructor-supported
eLearning
2. Event
Management

eLearning

Day 2

Day 3

3. Incident
Management

6. Access
Management

4. Request Fulfilment
Management

7. Service Desk

4 hours of self-paced,
instructor-supported
eLearning

5. Problem
Management
Lunch

Course Description:
This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL
knowledge with respect to Operational Support and Analysis, and to apply this knowledge in real life. Learners can
complete eLearning modules on their own time to build their knowledge and then participate in interactive classroom
or virtual classroom sessions to apply this knowledge in practice

3. Incident
Management

5. Problem
Management

7. Service Desk
8. Functions
9. Technology and
Implementation
Considerations

Homework

Practical information about the course:


A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor.
Learners have to provide their ITIL certificate numbers before the start of the course
Learners are expected to complete the modules prior to joining the classroom/virtual classroom sessions as the
classroom sessions build upon the knowledge provided in the eLearning modules
Classroom/virtual classroom sessions run from 8:00 A.M. 5:00 P.M. on days 1 and 2. The third day ends at 12:00
noon
After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation
module
The exam can be scheduled at a time and date convenient to learners after the (virtual) classroom sessions
The eLearning modules and virtual classroom environment require a high-speed Internet connection, Internet
Explorer 7.0 or higher, a headset, and a microphone
The instructor is available throughout the program to support learners with their eLearning modules. The instructor
can be reached via telephone or e-mail
Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to
eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion
of the course.
Credits:
On successful passing the ITIL Operational Support and Analysis Capability exam, the student will be recognized
with 4 credits in the ITIL Qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 30

Service Management

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169

ITIL Release, Control and Validation Capability Classroom


Certificate: ITIL Release, Control and Validation
Capability
Duration: 5 days
Course Delivery: Classroom, Exam

Course ID: ITL9334, ITLJ9334, ITLP9334


Language: English, Japanese, Portugese (Brazilian)
Credits: 4 Credits to ITIL Expert, 40 PDUs

Course Description:
This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with
the Release, Control and Validation of services. The main focus of this course is on the operational-level process activities
and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.
This training is intended to enable the holders of the certificate to apply the practices during the Service Management
Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL
best practice and positions the student to successfully complete the associated exam.
The Release, Control and Validation Capability course will be of interest to:
Individuals who have their ITIL Foundation Certificate
Individuals and / or operational staff who require a comprehensive practical understanding of the Release, Control and
Validation processes and how these may be used to enhance the quality of IT service support within an organization for
example: operational staff involved in Change Management, Release and Deployment Management, Service Validation
and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge
Management
IT professionals involved in IT Service Management implementation and improvement programs
A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT
practitioners
Learning Objectives:
At the end of this course, the learner will gain competencies in:
Understanding Service Management as a Practice and Service Transition principles, purpose and objective
Knowing the important role of Release, Control and Validation in service provision and understanding of how the
inscope processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Release, Control and Validation processes
The application of Release, Control and Validation processes, activities and functions to achieve operational excellence
How to measure Release, Control and Validation performance
The importance of IT Security and how it supports Release, Control and Validation
Understanding technology and implementation requirements in support of Release, Control and Validation
The challenges, critical success factors and risks related with Release, Control and Validation
Course Logistics:
A maximum of 18 students can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available- Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 A.M. 5:00 P.M. each day - the exam can be scheduled from 1:00 P.M. 2:30 P.M. on the last day
Prerequisites:
Candidates for this course must:
Hold an ITIL Foundation Certificate
There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly
desirable
Service Management

It is also strongly recommended that candidates: Demonstrate familiarity with IT terminology and understand the context of Release,
Control and Validation management in their own business environment
Have some experience of working in a service management capacity within a service provider environment, with
responsibility relating to at least one of the following service management processes: Change management, Release
management, Configuration management, Service evaluation and quality assurance, Knowledge management, Service
validation and testing
It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending
training for the certification, and in particular the Service Transition and Service Operation books
Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the
exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by
APMG..
The exam is a closed book exam with eight (8) multiple
choice, scenario-based, gradient scored questions
Examination:
Exam duration is a maximum 90 minutes for all candidates
Evidence of ITIL Foundation Certificate and completion of
in their respective language (candidates sitting the
the Release, Control and Validation Capability course from
examination in a language other than their first language
an Accredited Training Provider is required to sit the exam
have a maximum of 120 minutes and are allowed to use a
It is recommended that students should complete at
dictionary)
least 12 hours of personal study by reviewing the syllabus
Each question will have 4 possible answer options, one of
and the associated areas of the ITIL Service Management
which is worth 5 marks, one which is worth 3 marks, one
Practice core guidance, in particular Service Strategy,
which is worth 1 mark, and one which is a distracter and
Service Design and Service Transition publications in
achieves no marks
preparation for the examination
Pass score is 28/40 or 70%
The syllabus can be downloaded from: www.itil-officialsite.com
Credits:
Upon successful passing of the ITIL Release, Control and Validation Capability exam, the student will be recognized with 4
credits in the ITIL qualification scheme
Project Management Institute Professional Development Units (PDUs) = 40
Agenda:
Day 1

Day 2

Day 3

Day 4

Day 5

1. Service Transition

3. Service Asset &


Configuration Mgmnt

5. Service Validation and


Testing

8. Knowledge Management

Exam
Preparation

2. Change Management

4. Release & Deployment


Management

6. Request Fulfillment

Mock
Exam

Lunch
2. Change Management

4. Release & Deployment


Management

6. Request Fulfillment

3. Service Asset &


Configuration Management

5. Service Validation
and Testing

7. Change Evaluation

9. Technology & Implementa- Exam


tion Considerations

Homework (review of the days material)


Ordering Options:
Description

Course

Release, Control and Validation Capability Course Materials printed by ITpreneurs

ITL9334MPI

Release, Control and Validation Capability Course Materials printed by partners

ITL9334MPP

Release, Control and Validation Capability Online Premium exam

ITL9334XO

Release, Control and Validation Capability Paper Premium exam

ITL9334XP

Release, Control and Validation Capability Online exam

ITL1340XO

Release, Control and Validation Capability Paper exam


Release, Control and Validation Capability Instructor

ITL1340XP171

www.itpreneurs.com

ITL9334I

ITIL Release, Control and Validation


Capability Classroom Blended Course
Certificate: ITIL Release, Control, and Validation
Capability
Duration: 2.5 days (virtual) classroom, 10-hours
self-paced eLearning
Course Delivery: Blended, Exam

Course ID: ITL9334-VC-B, ITLJ9334-VC-B, ITLP9334VC-B


Language: English, Japanese, Portuguese (Brazilian)
Credits: 4 Credits to ITIL Expert, 30 PDUs

Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to
eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion
of the course.
Credits:
On successfully passing the ITIL Release, Control, and Validation Capability exam, the student will be recognized
with 4 credits in the ITIL Qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 30
Agenda:
eLearning

Course Description:
This course uses an optimal mix of learning methods to provide learners with the most effective way to build their
ITIL knowledge with respect to Release, Control, and Validation and to apply this knowledge in real life. Learners
can complete eLearning modules on their own time to build their knowledge and then participate in interactive
classroom or virtual classroom sessions to apply this knowledge in practice.
Practical information about the course:
A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor.
Learners have to provide their ITIL certificate numbers before the start of the course
Learners are expected to complete the eLearning modules prior to joining the classroom/virtual classroom sessions
as the classroom sessions build upon the knowledge provided in the eLearning modules
Classroom/virtual classroom sessions run from 8:00 A.M. 5:00 P.M. on days 1 and 2. The third day ends at 12:00
noon
After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation module
The exam can be scheduled at a time and date convenient to learners after the (virtual) classroom sessions.
The eLearning modules and virtual classroom environment require a high-speed Internet connection, Internet
Explorer 7.0 or higher, a headset, and a microphone
The instructor is available throughout the program to support learners with their eLearning modules. The instructor
can be reached via telephone or e-mail
Prerequisites:
Candidates for this course must:
Hold an ITIL Foundation certificate
There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service
Management is highly desirable.
It is also strongly recommended that candidates:
-- Demonstrate familiarity with IT terminology and understand the context of Release, Control, and Validation
management in their own business environment.
-- Have some experience working in a Service Management capacity within a service provider environment, with
responsibility relating to at least one of the following Service Management processes:
Change Management, Release Management, Configuration Management, Service Evaluation and Quality
Assurance, Knowledge Management, and Service Validation and Testing.
-- It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the
ITIL Service Lifecycle core publications, particularly the Service Transition and Service Operation books, in advance of
attending training for the certification. The syllabus can be downloaded from: http://www.itil-officialsite.com

Service Management

(Virtual) Classroom
Day 1

6 hours of selfpaced, instructorsupported


eLearning

eLearning
Day 2

Day 3

3. Service Asset
and Configuration
Management

6. Request Fulfilment

1. Service
Management

7. Service Evaluation

2. Change
Management

8. Knowledge
Management

4 hours of self-paced,
instructor-supported
eLearning

Lunch
2. Change
Management

4. Release &
Deployment
Management

8. Knowledge
Management

5. Service Validation
and Testing

9. Technology and
Implementation
Considerations

Homework

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173

ITIL Service
Lifecycle
The primary focus of Lifecycle courses lies in the Lifecycle itself, the use of
processes and practices, and the management capabilities that are needed to
deliver quality Service Management practices in an organization.
The Lifecycle courses will be of interest to those who wish to understand the
complete Service Lifecycle, the use of processes, and the management of these
processes. There are five Lifecycle courses, each associated with a specific element
of the Lifecycle: Service Strategy (SS), Service Design (SD), Service Transition (ST),
Service Operation (SO), and Continual Service Improvement(CSI).

Courses
ITIL Service Strategy Lifecycle Classroom
ITIL Service Strategy Lifecycle Classroom Blended
ITIL Service Design Lifecycle Classroom
ITIL Service Design Lifecycle Classroom Blended
ITIL Service Transition Lifecycle Classroom
ITIL Service Transition Lifecycle Classroom Blended
ITIL Service Operation Lifecycle Classroom
ITIL Service Operation Lifecycle Classroom Blended
ITIL Continual Service Improvement Lifecycle Classroom
ITIL Continual Service Improvement Classroom Blended

Service Management

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175

ITIL Service Strategy Lifecycle Classroom


Certificate: ITIL Service Strategy Lifecycle
Duration: 3 days
Course Delivery: Virtual Classroom, Exam

Course ID: ITL9335


Language: English
Credits: 3 Credits to ITIL Expert, 24 PDUs

Course Description:
This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the
Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and
techniques within the Service Strategy stage, but not the detail of each of the supporting processes. This course is
designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and
positions the student to successfully complete the associated exam.
The Service Strategy Lifecycle course will be of interest to:
Individuals who have their ITIL Foundation Certificate
Individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle and how
activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an
organization
IT professionals working in roles associated with strategic planning, execution and control within a service-based
business model, seeking an understanding of the concepts, processes, functions and activities involved in Service
Strategy
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the
prerequisite modules
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a
prerequisite
A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers,
architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers
involved in the management, coordination and integration of strategy activities within the Service Lifecycle
Learning Objectives:
At the end of this course, the learner will gain competencies in:
Understanding Service Management as a Practice and Service Strategy principles, purpose and objective
Understanding how all Service Strategy processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Service Strategy processes
The roles and responsibilities within Service Strategy and the activities and functions to achieve operational
excellence
How to measure Service Strategy performance
Understanding technology and implementation requirements in support of Service Strategy
The challenges, critical success factors and risks related with Service Strategy
Course Logistics:
A maximum of 18 people can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available- Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 A.M. 5:00 P.M. each day the exam can be schedule from 3:30 P.M. 5:00 P.M. on the last day

Service Management

Prerequisites:
Candidates for this course must:
Hold an ITIL Foundation Certificate
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the
exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released
by APMG.
Examination:
Evidence of ITIL Foundation Certificate and completion of the Service Strategy Lifecycle course from an Accredited
Training Provider is required to sit the exam
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and
the Service Strategy book in preparation for the examination
The syllabus can be downloaded from: http://www.itil-officialsite.com
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the
examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a
dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one
which is worth 1 mark, and one which is a distracter and achieves no marks
Pass score is 28/40 or 70%
Credits:
Upon successful passing of the ITIL Service Strategy Lifecycle exam, the student will be recognized with 3 credits in the
ITIL qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 24
Agenda:
Day 1

Day 2

Day 3

1. Introduction & to Service Strategy

3. Service Strategy Processes

5. Organizing for Service Strategy

2. Service Strategy Principles

6. Technology Considerations
7. Implementating Services Strategy
Lunch

2. Service Strategy Principles

Homework (review of days material)

3. Services Strategy Processes

8. Challenges, Critical Success Factors


and Risks

4. Governance

9. Exam Preparation / Mock Exam

Homework

Exam

Ordering Options:
Description

Course

Service Strategy Lifecycle Course Materials printed by ITpreneurs

ITL9335MPI

Service Strategy Lifecycle Course Materials printed by partners

ITL9335MPP

Service Strategy Lifecycle Online exam

ITL9335XO

Service Strategy Lifecycle Paper Premium exam

ITL9335XP

Service Strategy Lifecycle Exam

ITL1350XO

Service Strategy Lifecycle Exam

ITL1350XP

Service Strategy Lifecycle Instructor

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177

ITIL Service Strategy Lifecycle Classroom Blended


Certificate: ITIL Service Strategy Lifecycle
Duration: 1.5 days (virtual) classroom, 8-hours
self-paced eLearning
Course Delivery: Blended, Exam room

Course ID: ITL9335-VC-B


Language: English
Credits: 3 Credits to ITIL Expert, 21 PDUs

Agenda:
eLearning
6-hours of self paced
instructor supported
eLearning

(Virtual) Classroom
Day 1

Day 2

1. Introduction

5. Organizing for Service


Strategy

eLearning
2-hours of self paced
instructor supported
eLearning

2. Service Strategy Principles 6. Technology Considerations


3. Service Strategy Processes 7. Implementating Service
Strategy

Course Description:
Participants benefit from an optimal mix of learning methods that provides them with the most effective way to
build their ITIL knowledge with respect to Service Strategy and learn to apply this knowledge in real life. Participants
can complete eLearning modules in their own time to build the right level of knowledge, and then participate in
interactive classroom or virtual classroom sessions to apply this knowledge in practice

8. Challenges, Critical Succes


Factors and Risk
Lunch
3. Service Strategy Processes 8. Challenges, Critical Succes
Factors and Risk
4. Governance

Practical information about the course:


A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor
Classroom with U-shaped seating arrangement
Participants have to provide their ITIL Certificate numbers prior to the start of the course
Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom
sessions as the classroom sessions build upon the knowledge provided in the eLearning modules
Classroom / Virtual Classroom sessions run from 8:00 A.M. 5:00 P.M. on day 1 and from 8:00 A.M. till 13:00 P.M. on
day 2
After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module
The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning
module
The eLearning modules and the virtual classroom environment require a high speed internet connection, internet
explorer 7.0 or higher a headset and microphone
The instructor is available throughout the program to support participants with their eLearning modules. The
instructor can be reached via telephone or email

Homework

Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access
to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after
completion of the course.
Credits:
Upon successful passing of the ITIL Service Strategy Lifecycle exam, the participant will be recognized with 3 credits
in the ITIL qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 21

Service Management

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179

ITIL Service Design Lifecycle Classroom


Certificate: ITIL Service Design Lifecycle
Duration: 3 days
Course Delivery: (Virtual) Classroom

Course ID: ITL9336


Language: English
Credits: 3 Credits to ITIL Expert, 24 PDUs

Course Description:
This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the
Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and
techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is
designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and
positions the student to successfully complete the associated exam
The Service Design Lifecycle course will be of interest to:
Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level
ITIL certifications
Individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle and how
activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an
organization
IT professionals working in or new to a Service Design environment who require an understanding of the concepts,
processes, functions and activities involved
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the
prerequisite modules
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a
prerequisite
A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers,
architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers
involved in the management, coordination and integration of design activities within the Service Lifecycle
Learning Objectives:
Upon completion of this course and examination, the participant will gain competencies in:
Understanding Service Management as a Practice and Service Design principles, purpose and objective
Understanding how all Service Design processes interact with other Service Lifecycle processes
The sub-processes, activities, methods and functions used in each of the Service Design processes
The roles and responsibilities within Service Design and the activities and functions to achieve operational
excellence
How to measure Service Design performance
Understanding technology and implementation requirements in support of Service Design
The challenges, critical success factors and risks related with Service Design
Course Logistics:
A maximum of 18 people can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available
Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 A.M. 5:00 P.M. each day the exam can be schedule from 3:30 P.M. 5:00 P.M. on the last day
Service Management

Prequisites:
Candidates for this course must:
Hold an ITIL Foundation Certificate
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the
exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released
by APMG.
Examination:
Evidence of ITIL Foundation Certificate and completion of Service Design Lifecycle course from an Accredited Training
Provider is required to sit the exam
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the
Service Design book in preparation for the examination
The syllabus can be downloaded from: http://www.itil-officialsite.com
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions
Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the
examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a
dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is
worth 1 mark, and one which is a distracter and achieves no marks
Pass score is 28/40 or 70%
Credits:
Upon successful passing of the ITIL Service Design Lifecycle exam, the student will be recognized with 3 credits in
the ITIL qualification scheme
Project Management Institute Professional Development Units (PDUs) = 24
Agenda:
Day 1

Day 2

Day 3

1. Introduction & Introduction to SD 3. Service Design Processes

4. Service Design Technology Related


Activities

2. Service Design Principles

5. Organizing for Service Design


6. Consideration of Technology
Lunch

2. Service Design Principles

3. Service Design Processes

3. Service Design Processes


Homework (review of days material)

7. Implementation and improvement of


Service Design
8. Exam Preparation/Mock Exam
Exam

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181

ITIL Service Design Lifecycle Classroom Blended


Certificate: ITIL Service Design Lifecycle
Duration: 1.5 days (Virtual) Classroom 8-hours
self-paced eLearning
Course Delivery: Blended, Exam

Course ID: ITL9336-VC-B


Language: English
Credits: 3 Credits to ITIL Expert, 21 PDUs

Agenda:
eLearning
6-hours of self paced
instructor supported
eLearning

(Virtual) Classroom
Day 1

Day 2

1. Introduction

4. Service Design
Technology Related
Activities

2. Service Design Principles

5. Organizing for Service


Design

eLearning
2-hours of self paced
instructor supported
eLearning

Lunch
Course Description:
Participants benefit from an optimal mix of learning methods that provides them with the most effective way to
build their ITIL knowledge with respect to Service Design and learn to apply this knowledge in real life. Participants
can complete eLearning modules in their own time to build the right level of knowledge before participating in
interactive classroom or virtual classroom sessions to apply this knowledge in practice

3. Service Design Processes

6. Consideration of
Technology

Homework

7. Implementation and
improvement of Service
Design

Practical information about the course:


A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor
Participants have to provide their ITIL Certificate numbers prior to the start of the course
Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom
sessions as the classroom sessions build upon the knowledge provided in the eLearning modules
Classroom / Virtual Classroom sessions run from 8:00 A.M. 5:00 P.M. on day 1 and from 8.00 A.M. till 1.00 P.M. on day 2
After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module
The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning
module
The eLearning modules and the virtual classroom environment require a high speed internet connection, internet
explorer 7.0 or higher a headset and microphone.
The instructor is available throughout the program to support participants with their eLearning modules. The
instructor can be reached via telephone or email
Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access
to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after
completion of the course.
Credits:
Upon successful passing of the ITIL Service Design Lifecycle exam, the participant will be recognized with 3 credits
in the ITIL qualification scheme
Project Management Institute Professional Development Units (PDUs) = 21

Service Management

www.itpreneurs.com

183

ITIL Service Transition Lifecycle Classroom


Certificate: ITIL Service Transition Lifecycle
Duration: 3 days
Course Delivery: (Virtual) Classroom

Course ID: ITL9337


Language: English
Credits: 3 Credits to ITIL Expert, 24 PDUs

Course Description:
This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the
Service Transition phase of the Service Lifecycle. The course covers the management and control of the activities and
techniques within the Service Transition stage, but not the detail of each of the supporting processes. This course is
designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and
positions the student to successfully complete the associated exam.
The Service Transition Lifecycle course will be of interest to:
Individuals who have their ITIL Foundation Certificate
Individuals who require understanding of the ITIL Service Transition phase of the ITIL core lifecycle and how it may
be implemented to enhance the quality of IT service provision within an organization
IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of
the concepts, processes, functions and activities involved
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the
prerequisite modules
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a
prerequisite
A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers,
architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers
Learning Objectives:
At the end of this course, the learner will gain competencies in:
Understanding Service Management as a Practice and Service Transition principles, purpose and objective
Understanding how all Service Transition processes interact with other Service Lifecycle processes
The subprocesses, activities, methods and functions used in each of the Service Transition processes
The roles and responsibilities within Service Transition and the activities and functions to achieve operational
excellence
How to measure Service Transition performance
Understanding technology and implementation requirements in support of Service Transition
The challenges, critical success factors and risks related with Service Transition

Prerequisites:
Candidates for this course must:
Hold an ITIL Foundation Certificate an ITIL Foundation Certificate
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all
the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams
released by APMG.
Examination:
Evidence of ITIL Foundation Certificate and completion of the Service Transition Lifecycle course from an
Accredited Training Provider is required to sit the exam
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and
the Service Transition book in preparation for the examination.
The syllabus can be downloaded from: http://www.itil-officialsite.com
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination
in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one
which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%
Credits:
Upon successful passing of the ITIL Service Transition Lifecycle exam, the student will be recognized with 3 credits
in the ITIL qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 24
Agenda:
Day 1

Day 2

Day 3

1. Introduction

4. Service Transition Processes Part 2

7. Organizing for Service Transition

5. Service Transition Processes Part 3

8. Technology Considerations

2. Service Transition Principles

9. Implementing and Improving


Service Transition

Lunch
2. Service Transition Principles

5. Service Transition Processes - Part 3

10. Challenges, CSFs and Risks

3. Service Transition Processes Part 1 6. Managing People Through Service


Transition

11. Exam Preparation/Mock Exam

4. Service Transition Processes Part 1

Exam

Homework (Review of the Days Materials)


Course Logistics:
A maximum of 18 people can attend this course with 1 instructor.
Classroom with U-shaped seating arrangement
2 break out rooms where available- Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 8:00 A.M. 5:00 P.M. each day the exam can be schedule from 3:00 P.M. 5:00 P.M. on the last day

Service Management

Ordering Options:
Description

Course

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185

ITIL Service Transition Lifecycle Classroom Blended


Certificate: ITIL Service Transition Lifecycle
Duration: 1.5 days (virtual) classroom, 8-hours
self-paced eLearning
Course Delivery: Blended, Exam

Course ID: ITL9337-VC-B


Language: English
Credits: 3 Credits to ITIL Expert, 21 PDUs

Course Description:
Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build
their ITIL knowledge with respect to Service Transition and learn to apply this knowledge in real life. Participants can
complete eLearning modules in their own time to build the right level of knowledge before participating in interactive
classroom or virtual classroom sessions where they can apply this knowledge in practice
Practical information about the course:
A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor
Participants have to provide their ITIL Certificate numbers prior to the start of the course
Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom
sessions as the classroom sessions build upon the knowledge provided in the eLearning modules
Classroom / Virtual Classroom sessions run from 8:00 A.M. 5:00 P.M. on day 1 and from 8:00 A.M. till 13:00 P.M. on
day 2
After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module
The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning
module
The eLearning modules and the virtual classroom environment require a high speed internet connection, internet
explorer 7.0 or higher a headset and microphone
The instructor is available throughout the program to support participants with their eLearning modules. The
instructor can be reached via telephone or email

Agenda:
eLearning
6- hours of self-paced
instructor supported
eLearning

(Virtual) Classroom
Day 1

Day 2

1. Introduction

6. Managing People Through Service


Transition

2. Service Transition Principles

7. Organizing for Service Transition

3. Service Transition Processes - Part 1

8. Technology Considerations

Lunch
4. Service Transition Processes - Part 2

9. Implementing and Improving Service


Transition

5. Service Transition Processes - Part 3

10. Challenges, CSFs and Risks

Homework (Review of the Days Materials)


Examination:
Evidence of ITIL Foundation Certificate and completion of the Service Transition Lifecycle course from an
Accredited Training Provider is required to sit the exam
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and
the Service Transition book in preparation for the examination.
The syllabus can be downloaded from: http://www.itil-officialsite.com
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination
in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one
which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%.

Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to
eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion
of the course.
Credits:
Upon successful passing of the ITIL Service Transition Lifecycle exam, the participant will be recognized with 3
credits in the ITIL qualification scheme
Project Management Institute Professional Development Units (PDUs) = 21

Service Management

www.itpreneurs.com

187

ITIL Service Operation Lifecycle Classroom


Certificate: ITIL Service Operation Lifecycle
Duration: 3 days
Course Delivery: (Virtual) Classroom, Exam

Course ID: ITL9338


Language: English
Credits: 3 Credits to ITIL Expert, 24 PDUs

Course Description:
This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the
Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and
techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is
designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and
positions the student to successfully complete the associated exam.
The Service Operation Lifecycle course will be of interest to:
Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level
ITIL certifications
Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may
be implemented to enhance the quality of IT service provision within an organization
IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of
the concepts, processes, functions and activities involved
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the
prerequisite modules
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a
prerequisite
A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers,
architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the
ongoing management, coordination and integration of operation activities within the Service Lifecycle
Learning Objectives:
Upon completion of this course and examination, the learner will gain competencies in:
Understanding Service Management as a Practice and Service Operation principles, purpose and objective
Understanding how all Service Operation processes interact with other Service Lifecycle processes
The subprocesses, activities, methods and functions used in each of the Service Operation processes
The roles and responsibilities within Service Operation and the activities and functions to achieve operational
excellence
How to measure Service Operation performance
Understanding technology and implementation requirements in support of Service Operation
The challenges, critical success factors and risks related with Service Operation
Course Logistics:
A maximum of 18 people can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available
Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 A.M. 5:00 P.M. each day the exam can be schedule from 3:30 P.M. 5:00 P.M. on the last day

Service Management

Prerequisites:
Candidates for this course must:
Hold an ITIL Foundation Certificate or ITIL
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the
exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released
by APMG.
Examination:
Evidence of ITIL Foundation Certificate or ITIL Foundation + Foundation Bridge Certificate and completion of
Service Operation Lifecycle course from an Accredited Training Provider is required to sit the exam
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and
the Service Operation book in preparation for the examination
The syllabus can be downloaded from: http://www.itil-officialsite.com
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the
examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a
dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one
which is worth 1 mark, and one which is a distracter and achieves no marks
Pass score is 28/40 or 70%
Credits:
Upon successful passing of the ITIL Service Operation Lifecycle exam, the student will be recognized with 3 credits
in the ITIL qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 24
Agenda:
Day 1

Day 2

Day 3

1. Introduction

4. Service Operation Processes Part 2

6. Operating Service Operation

2. Service Operation principles

5. Common Service Operation


Activities

7. Technology Considerations

3. Service Operation Processes Part 1

8. Implementing Considerations

Lunch
3. Service Operation Processes Part 1

5. Common Service Operation


Activities

8. Implementation of Service
Operations

4. Service Operation Processes Part 2

6. Organizing Service Operation

9. Challenges, CSF and Risks


10. Exam Preparation/Mock Exam
Exam

Homework (Review of the Days Materials)


Ordering Options:
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Course

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189

ITIL Service Operation Lifecycle Classroom Blended


Certificate: ITIL Service Operation Lifecycle
Duration: 1.5 days (Virtual) Classroom, 8-hours
self-paced eLearning
Course Delivery: (Virtual) Classroom, Exam

Course ID: ITL9338-VC-B


Language: English
Credits: 3 Credits to ITIL Expert, 21 PDUs

Course Description
Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build
their ITIL knowledge with respect to Service Operations and learn to apply this knowledge in real life. Participants can
complete eLearning modules in their own time to build the right level of knowledge before participating in interactive
classroom or virtual classroom sessions where they can apply this knowledge in practice.
Practical information about the course:
A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor
Participants have to provide their ITIL Certificate numbers prior to the start of the course
Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom
sessions as the classroom sessions build upon the knowledge provided in the eLearning modules
Classroom / Virtual Classroom sessions run from 8:00 A.M. 5:00 P.M. on day 1 and from 8:00 A.M. till 13:00 P.M. on
day 2
After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module
The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning
module
The eLearning modules and the virtual classroom environment require a high speed internet connection, internet
explorer 7.0 or higher a headset and microphone.
The instructor is available throughout the program to support participants with their eLearning modules. The
instructor can be reached via telephone or email.

Agenda:
eLearning
6-hours of self paced
instructor supported
eLearning

(Virtual) Classroom

eLearning

Day 1

Day 2

1. Introduction

4. Common Services
Operation Activitites

2. Service Operation
Principles

5. Organizing Service
Operations

2-hours of self paced


instructor supported
eLearning

3. Service Operation
Processes
Lunch
3. Service Operation
Processes

6. Technology
Considerations
7. Implementation of
Services Operation

Homework

9. Challenges, Critical
Succes Factors and Risks

Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access
to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after
completion of the course.
Credits:
Upon successful passing of the ITIL Service Operation Lifecycle exam, the participant will be recognized with 3 credits
in the ITIL qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 21

Service Management

www.itpreneurs.com

191

ITIL Continual Service Improvement Lifecycle Classroom


Certificate: ITIL Continual Service Improvement Lifecycle
Duration: 3 days
Course Delivery: (Virtual) Classroom, Exam

Course ID: ITL9339


Language: English
Credits: 3 Credits to ITIL Expert, 24 PDUs

Course Description:
This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the
Continual Service Improvement (CSI) phase of the Service Lifecycle. The course covers the management and control
of the activities and techniques within the CSI stage, but not the detail of each of the supporting processes. This
course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best
practice and positions the student to successfully complete the associated exam.
The CSI Lifecycle course will be of interest to:
Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level ITIL
certifications
Individuals who require a deeper understanding of the CSI stage of the Service Lifecycle and how activities in this Lifecycle
stage may be implemented to enhance the quality of IT service management within an organization.
IT professionals working in or new to a CSI environment who require and understanding of the concepts, processes,
functions and activities involved
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the
prerequisite modules
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects,
planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Learning Objectives:
Upon completion of this course and examination, the learner will gain competencies in:
Understanding Service Management as a Practice and CSI principles, purpose and objective
Understanding how all CSI processes interact with other Service Lifecycle processes
The sub-processes, activities, methods and functions used in each of the CSI processes
The roles and responsibilities within CSI and the activities and functions to achieve operational excellence
How to measure CSI performance
Understanding technology and implementation requirements in support of CSI
The challenges, critical success factors and risks related with CSI
Course Logistics:
A maximum of 18 people can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available
Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 A.M. 5:30 P.M. each day the exam can be scheduled from 4:00 P.M. 5:30 P.M. on the last day
Prerequisites:
Candidates for this course must:
Hold an ITIL Foundation Certificate
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Service Management

Course Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the
exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released
by APMG.
Examination:
Evidence of ITIL Foundation Certificate and completion of CSI Lifecycle course from an Accredited Training Provider
is required to sit the exam
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and
the CSI book in preparation for the examination
The syllabus can be downloaded from: http://www.itil-officialsite.com
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the
examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a
dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one
which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%
Credits:
Upon successful passing of the ITIL CSI Lifecycle exam, the student will be recognized with 3 credits in the ITIL
qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 24
Agenda:
Day 1

Day 2

Day 3

1. Introduction

3. Continual Service Improvement Process

5. Organization for Continual


Service Improvement

2. Continual Service
Improvement Principles

4. Continual Service Improvement Methods and


Techniques

6. Technology for Considerations

3. Continual Service
Improvement process

4. Continual Service Improvement Methods and


Techniques

7. Implementing Continual
Service Improvement

Lunch
8. Challenges, Critical critical
Success Factors and Risks
9. Exam Preparation/Mock Exam
Homework (review of days material)

Exam

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193

ITIL Continual Service Improvement Classroom Blended


Certificate: ITIL Continual Service Improvement
Virtual Classroom Blended
Duration: 1.5 days (Virtual) Classroom, 8-hours
self-paced eLearning
Course Delivery: Blended, Exam

Course ID: ITL9339-VC-B


Language: English
Credits: 3 Credits to ITIL Expert, 21 PDUs

Course Description:
Participants benefit from an optimal mix of learning methods that provides them with the most effective way to
build their ITIL knowledge with respect to CSI and learn to apply this knowledge in real life. Participants can complete
eLearning modules in their own time to build the right level of knowledge before participating in interactive
classroom or virtual classroom sessions where they can apply this knowledge in practice.

Agenda:
eLearning
6-hours of self paced
instructor supported
eLearning

(Virtual) Classroom
Day 1

Day 2

1. Introduction

4. CSI Methods and


Techniques
5. Organization for CSI

2. CSI Principles

6. Technology
considerations

3. CSI Process

7. Implementation of CSI

eLearning
2-hours of self paced
instructor supported
eLearning

Lunch
3. CSI Process
4. CSI Methods and
Techniques

8. Critical Success Factors


and Risks

Homework

Practical information about the course:


A maximum of 18 people can attend this course with 1 instructor, more students requires a second instructor
Participants have to provide their ITIL Certificate numbers prior to the start of the course
Participants are expected to complete the eLearning modules prior to joining the classroom / virtual classroom
sessions as the classroom sessions build upon the knowledge provided in the eLearning modules
Classroom / Virtual Classroom sessions run from 8:00 A.M. 5:00 P.M. on day 1 and from 8:00 A.M. till 13:00 P.M. on
day 2
After the classroom sessions, there is one more eLearning unit to complete - the exam preparation module
The exam can be scheduled at a time and date convenient to learners after completion of the final eLearning
module
The eLearning modules and the virtual classroom environment require a high speed internet connection, internet
explorer 7.0 or higher a headset and microphone
The instructor is available throughout the program to support participants with their eLearning modules. The
instructor can be reached via telephone or email
Course Material:
Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant
workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to
eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion
of the course.
Credits:
Upon successful passing of the ITIL CSI Lifecycle exam, the participant will be recognized with 3 credits in the ITIL
qualification scheme
Project Management Institute Professional Development Units (PDUs) = 21

Service Management

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ITIL
Managing
Across the
Lifecycle
The Managing Across the Lifecycle course brings cohesion by linking
all the phases of the Service Lifecycle together and is the final building
block before participants become ITIL Experts. This course rationalizes
ITIL knowledge, brings additional knowledge, and builds skills that
are not covered in the Lifecycle or Capability courses. The MALC
certification completes the Intermediate stream by focusing on the
ancillary knowledge required to implement and manage the necessary
skills associated with the use of the Lifecycle practices.

Courses & Certifications


ITIL Managing Across the Lifecycle Course
ITIL Managing Across the Lifecycle Classroom Blended

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ITIL Managing Across the Lifecycle Classroom


Certificate: ITIL Managing Across the Lifecycle
Duration: 5 day Classroom
Course Delivery: Classroom

Course ID: ITL9340, ITLP9340, ITLJ9340


Language: English, Portuguese (Brazilian), Japanese
Credits: 5 Credits to ITIL Expert, 40 PDUs

Course Description:
The ITIL Managing Across the Lifecycle Certificate (MALC) is the final component that leads to the ITIL Expert in IT
Service Management qualification. This course is available as a 5-day Classroom training program, as well as a 2-day
Blended training course (available through the ITpreneurs Expert Program).
The Managing Across the Lifecycle course builds on the knowledge and experience that learners obtained in the
Intermediate courses. Learners are required to apply this knowledge, as well as the experience they have obtained
performing service management functions. There are five strategic assignments developed around the Royal Phraya
Hotel chain. This hotel is also featured in all other ITpreneurs ITIL courses. However, in the new course, the chain has
expanded their business to other countries around the globe. The scenarios build upon each other, which means
that, as in real life, if you make mistakes at the beginning, it will come back to you later. Each of the scenarios covers
multiple learning objectives from the MALC syllabus. Additionally, the entire syllabus is fully covered in the course.
Learners, who perform well in this advanced training program, will do well in the final MALC exam.
The Royal Phraya has just conducted an acquisition and learners have to assist management in the integration. When
doing so, they will be asked to analyze and apply ITIL concepts and apply these to the situation (Bloom Level 4); and
synthesize and evaluate information to create a meaningful result for the hotel (Bloom Level 5). Learners work in
small teams, or operate individually, and when working in teams their team roles rotate. Each team member must
lead at least one strategic assignment. During the course, the instructor plays the role of the technology manager of
the Royal Phraya Hotel chain.
ITpreneurs delivers a next generation learning experience with the MALC training program. This program will test
your readiness to become an ITIL Expert, and will guide you through the process to make sure that you understand
your growth areas, as well as the areas in which you excel.
Audience:
The Managing Across the Lifecycle course will be of interest to:
Chief Information Officers
Senior IT Managers
IT Managers
Supervisors
IT Professionals
IT Operations Practitioners
IT Development Practitioners
Individuals who require a business and management level understanding of the ITIL service lifecycle and how it
may be implemented to enhance the quality of IT service provision within an organization.
Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final
mandatory module.
Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT
Service Management certificate is a prerequisite.

Service Management

Learning Objectives:
Upon successful completion of the education and examination components related to this qualification, candidates
can expect to gain competencies in the following:
Key concepts of the service lifecycle
Communication and stakeholder management
Integrating service management processes across the service lifecycle
Managing services across the service lifecycle
Governance and organization
Measurement
Implementing and improving service management capability
Preparing for APMG MALC examination, including mock examination opportunity
Course Organizational Logistics:
A maximum of 18 people can attend this course with 1 instructor (optimum is from 8 to 12 people)
Classroom with U-shaped seating arrangement
Two break out rooms available (up to 12 participants per break out room)
Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs from 8.30 A.M. 5.30 P.M.. each day
It is an option to take the exam in the afternoon on Day 5, but we recommend that learners take the exam one or two weeks
after the course.
Prerequisites:
Candidates for this course must:
Hold the ITIL Foundation Certificate (2 credits) in IT Service Management, and have obtained an additional 15 credits from a
balanced selection of ITIL Service Lifecycle or Service Capability qualifications, i.e., a total of at least 17 credits.
Course Material:
Participants receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.
Participants receive a PDF with additional course reference material (about 600 pages). This material is formatted for an
e-reader allowing for participants to read it as an e-book.
Examination:
Must have the ITIL Foundation Certificate (2 credits) and have obtained a minimum of 15 credits through formal Service
Lifecycle or Service Capability certification streams and have completed the Managing Across the Lifecycle course from an
Accredited Training Provider in order to sit the exam.
It is recommended that learners complete at least 28 hours of personal study by reviewing the syllabus and the core ITIL
publications in preparation for the examination. The syllabus can be downloaded from: http://www.itil-officialsite.com/.
The exam is a closed book exam with ten (10) multiple choice, gradient scored questions that are based on a single case
study. The case study is the same as provided with the mock exam in the training course. Candidates are expected to have
thoroughly reviewed the case study prior to taking the exam.
Exam duration is a maximum 120 minutes for all candidates in their respective language. Note: Candidates taking the
examination in a language other than their first language, and/or living in a country where the language of the exam is not a
business language in the country, have a maximum of 150 minutes and are allowed to use a dictionary.
Each question will have four possible answer options: one, which is worth 5 marks, one worth 3 marks, one worth 1 mark, and
one which is a distracter and achieves no marks.
Pass score is 35/50 or 70%.
The exam is delivered as a supervised exam; a registered proctor oversees secure exam delivery.

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Credits:
Upon successful passing of the ITIL Managing Across the Lifecycle exam, the student will be recognized with 5 credits in the
ITIL qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 40 for the 5-day Classroom program and 30 for the
Blended program.
Agenda Full Five-Day Classroom Course:
The full MALC classroom course is a complete group-based learning experience. Learners manage all the five
assignments in small groups and they learn as much from their peers, as from the coaching performed by the
instructor. This course is ideal for people who learn best by listening, discussing, and sharing knowledge.
Day 1

Day 2

Day 3

Day 4

Unit 1. Introduction
Managing Services
Across Lifecycle

Unit 3. Organizational Unit 4. ITSM


Unit 5. Business Case
Challenges, Critical
Implementation Plan
Success Factors and
Risks

Ordering Options:
Description

Code

Managing Across the Lifecycle Course Materials printed by ITpreneurs

ITL9340MPI or MPI-B

Managing Across the Lifecycle Course Materials printed by partners

ITL9340MPP or MPP-B

Managing Across the Lifecycle Course Online Premium Exam

ITL9340XO

Managing Across the Lifecycle Course Paper Premium Exam

ITL9340XP

Managing Across the Lifecycle Course Online Exam

ITL1410XO

Managing Across the Lifecycle Course Paper Exam

ITL1410XP

Managing Across the Lifecycle Course - Instructor

ITL9340I

Day 5
Unit 6. Managing
Strategic Change

Unit 2. Strategic
Assessment
Briefing on the
assignment
Presentation
Feedback on
assignment
Lunch
Briefing on the
assignment

Briefing on the
assignment

Briefing on the
assignment

Briefing on the
assignment

APMG Case Study


Discussion
Exam Preparation

Presentation

Presentation

Presentation

Presentation

Feedback on
assignment

Feedback on
assignment

Feedback on
assignment

Feedback on
assignment

Homework (Review of the Days Materials)

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ITIL Managing Across the Lifecycle Blended


Certificate: ITIL Managing Across the Lifecycle
Duration: 2 day (Virtual) Classroom and 25 hours
eLearning
Course Delivery: Blended, Exam

Course ID: ITL9340-VC-B, ITLP9340-VC-B,


ITLJ9340-VC-B
Language: English, Portuguese (Brazilian), Japanese
Credits: 5 Credits to ITIL Expert, 30 PDUs

Course Description:
The ITIL Managing Across the Lifecycle Certificate (MALC) is the final component that leads to the ITIL Expert in IT Service
Management qualification. This course is available as a 2-day Blended training course (and it is also available through the
ITpreneurs Expert Program).
The Managing Across the Lifecycle course builds on the knowledge and experience that learners obtained in the Intermediate
courses. Learners are required to apply this knowledge, as well as the experience they have obtained performing service
management functions. There are five strategic assignments developed around the Royal Phraya Hotel chain. This hotel is
also featured in all other ITpreneurs ITIL courses. However, in the new course, the chain has expanded their business to other
countries around the globe. The scenarios build upon each other, which mean that, as in real life, if you make mistakes at the
beginning, it will come back to you later. Each of the scenarios covers multiple learning objectives from the MALC syllabus.
Additionally, the entire syllabus is fully covered in the course. Learners, who are performing well in this advanced training
program, will do well in the final MALC exam.
The Royal Phraya has just conducted an acquisition and learners have to assist management in the integration. When doing
so, they will be asked to analyze and apply ITIL concepts and apply these to the situation (Bloom Level 4); and synthesize
and evaluate information to create a meaningful result for the hotel (Bloom Level 5). Learners work in small teams, or operate
individually, and when working in teams their team roles rotate. Each team member must lead at least one strategic assignment.
During the course, the instructor plays the role of the technology manager of the Royal Phraya Hotel chain.
ITpreneurs delivers a next generation learning experience with the MALC training program. This program will test your readiness
to become an ITIL Expert, and will guide you through the process to make sure that you understand your growth areas, as well
as the areas in which you excel.
Audience:
The Managing Across the Lifecycle course will be of interest to:
Chief Information Officers
Senior IT Managers
IT Managers
Supervisors
IT Professionals
IT Operations Practitioners
IT Development Practitioners
Individuals who require a business and management level understanding of the ITIL service lifecycle and how it
may be implemented to enhance the quality of IT service provision within an organization.
Individuals seeking the ITIL Expert in IT Service Management certificate, for which this qualification is the final
mandatory module.
Individuals seeking progress towards the ITIL Master in IT Service Management, for which the ITIL Expert in IT
Service Management certificate is a prerequisite.

Service Management

Learning Objectives:
Upon successful completion of the education and examination components related to this qualification, candidates can expect to
gain competencies in the following:
Key concepts of the service lifecycle
Communication and stakeholder management
Integrating service management processes across the service lifecycle
Managing services across the service lifecycle
Governance and organization
Measurement
Implementing and improving service management capability
Preparing for APMG MALC examination, including mock examination opportunity
Prerequisites:
Candidates for this course must:
Hold the ITIL Foundation Certificate (2 credits) in IT Service Management, and have obtained an additional 15 credits from a balanced
selection of ITIL Service Lifecycle or Service Capability qualifications, i.e., a total of at least 17 credits.
Course Material:
Participants receive a copy of the classroom presentation material, practice exam, case study, homework, and
assignments.
Participants receive a PDF with additional course reference material (about 600 pages). This material is formatted for an
e-reader allowing participants to read it as an e-book.
Participants receive a login and password for the eLearning modules a few weeks before the (virtual) classroom course
starts. The eLearning materials are available for two years after completion of the course.
About the Examination:
Must have the ITIL Foundation Certificate (2 credits) and have obtained a minimum of 15 credits through formal Service
Lifecycle or Service Capability certification streams and have completed the Managing Across the Lifecycle course from
an Accredited Training Provider in order to sit the exam.
It is recommended that learners complete at least 28 hours of personal study by reviewing the syllabus and the core ITIL
publications in preparation for the examination. The syllabus can be downloaded from: http://www.itil-officialsite.com/.
The exam is a closed book exam with ten (10) multiple choice, gradient scored questions that are based on a single case
study. The case study is the same as provided with the mock exam in the training course. Candidates are expected to
have thoroughly reviewed the case study prior to taking the exam.
Exam duration is a maximum 120 minutes for all candidates in their respective language. Note: Candidates taking the
examination in a language other than their first language, and/or living in a country where the language of the exam is
not a business language in the country, have a maximum of 150 minutes and are allowed to use a dictionary.
Each question will have four possible answer options: one, which is worth 5 marks, one worth 3 marks, one worth 1
mark, and one which is a distracter and achieves no marks.
Pass score is 35/50 or 70%.
The exam is delivered as a supervised exam; a registered proctor oversees secure exam delivery.
Credits:
Upon successful passing of the ITIL Managing Across the Lifecycle exam, the student will be recognized with 5 credits in
the ITIL qualification scheme.
Project Management Institute Professional Development Units (PDUs) = 40 for the 5-day Classroom program and 30
for the Blended program.

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203

Agenda Blended Course:


The Blended Classroom course is a 2-day classroom learning experience that provides a best of both worlds experience. Learners
complete specific assignments and study the knowledge components for each of the modules on their own. Then, they come
together to spend two days in the classroom with their peers. The Blended course is an integral element of the ITpreneurs Expert
Program, which allows learners to achieve the ITIL Expert Level in half the time it would take through full classroom courses.
Pre-Class Reading and
Preparation

Day 1 - Highly Interactive Day 2 - Highly Interactive


Classroom Learning
Classroom Learning

Post-Class Reading
and Exam Preparation

Kick-off conference call


Instructor outlines
expectations

Group Discussion and


Review of assignments
for Unit 2, 3, and 4

Unit 5. Business Case


Review of the results

Exam Preparation
Review of eLearning
material
Exam preparation

Feedback provided by
Instructor on Unit 2, 3, and 4

Unit 6. Managing Strategic


Change
Briefing on assignment
Group work

Ordering Options:
Description

Code

Managing Across the Lifecycle Course Materials printed by ITpreneurs

ITL9340MPI or MPI-B

Managing Across the Lifecycle Course Materials printed by partners

ITL9340MPP or MPP-B

Managing Across the Lifecycle Course Online Premium Exam

ITL9340XO

Managing Across the Lifecycle Course Paper Premium Exam

ITL9340XP

Managing Across the Lifecycle Course Online Exam

ITL1410XO

Managing Across the Lifecycle Course Paper Exam

ITL1410XP

Managing Across the Lifecycle Course - Instructor

ITL9340I

Unit 1. Introduction Managing


Services Across Lifecycle
Self study eLearning
Self assessment quizzes

Lunch
Unit 2. Strategic Assessment
Scenario review
Individual assignment
Send response to
instructor
Unit 3. Organizational
Challenges, Critical Success
Factors and Risks
Scenario review
Individual assignment
Send response to
instructor

Unit 5. Business Case


Briefing on assignment
Group work
Presentation of results

Unit 6. Managing Strategic


Change
Briefing on assignment
Group work
Presentation of results
Review of the results
Discuss APMG Case Study

Unit 4. ITSM Implementation


Plan
Scenario review
Individual assignment
Send response to
instructor

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205

ITIL Expert
Program
Capability
Track
The ITpreneurs ITIL Expert Program is an innovative training curriculum that combines
all of the ITIL Intermediates certification and Managing Across the Lifecycle into one
integrated package, and allows IT professionals to quickly advance from the Foundation
level to the most sought-after qualification in the IT domain ITIL Expert.

ITIL Expert Program - Capability Track


Certificate: ITIL Expert, Intermediate Capability PPO,
RCV, OSA, SOA and ITIL Managing Across the Lifecycle
Duration: 12-Day classroom, 55 hours online self-study
Course Delivery: (Virtual) Classroom, Blended

Course ID: ITL9351


Language: English, Spanish (Latin American),
Portuguese (Brazilian) and Japanese
Credits: 21 (16 Capability - 5 MALC)

Course Description:
This intensive, 12-day classroom course (5 days + 5 days + 2 days) + 55 hours online self-study is designed for practitioners
who would like to fast-track their ITIL Expert Certification. This course is delivered by an ITpreneurs Certified Instructor and
prepares candidates for all the ITIL Capability exams, as well as the Managing Across the Lifecycle Certification Exams. The
program enables participants to achieve a better understanding of the Service Lifecycle and the processes associated
with all the Capability modules [Planning, Protection, and Optimization (PPO), Service Offerings and Agreements (SOA),
Operational Support & Analysis (OSA), and Release, Control, and Validation (RCV)]. Candidates can take the exams for these
courses at a time convenient to them, preferably between the classroom sessions. After completing the Capability courses,
participants will participate in the Managing Across the Lifecycle (MALC) course.
This training course is delivered through a unique blend of self-paced and instructor-supported online self-study and highlevel, fast-paced classroom delivery. ITpreneurs courseware is designed using an engaging, scenario-based approach to
learning the core disciplines of the ITIL best practices.

Agenda:

The Capability Track is for those who are involved in executing and improving existing
ITIL processes in an organization such as the Process Manager, Operational Staff, Process
Consultant and IT Practitioner.

Kick off
Call

Classroom Sessions
(2.5 days per
module)

Online Exam
Preparation
(2 hours per day)

Certification Exam

SOA
+
PPO

SOA
+
PPO

SOA
+
PPO

SOA
+
PPO

Block A

RCV
+
OSA

RCV
+
OSA

RCV
+
OSA

RCV
+
OSA

Block B

MALC

(2days)
MALC

MALC

MALC

Virtual Instructor Support

This course enables students to achieve a better understanding of the Service Lifecycle
and the processes associated with all the Capability modules: Planning, Protection and
Optimization (PPO), Service Offerings and Agreements (SOA), Operational Support &
Analysis (OSA), and Release, Control, & Validation (RCV).
After completing the Capability courses, students will participate in the Managing Across
the Lifecycle (MALC) course.

Kick off
Call
1hour

Online self-study
(8 hours per day)

Block C

Courses & Certifications


ITIL Expert Program Capability Track

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Audience for the Capability Track:


IT professionals who could be IT managers or consultants looking to use the breadth of the ITIL framework and developing
a proper understanding of the key functions and processes of ITIL. Participants will have the opportunity to obtain the ITIL
Expert Level, based on the Intermediate Capability stream followed by MALC.
Capability Track Learning Objectives:
At the end of this course, the student will gain competencies to:
Learn the concepts of Service Management as a Practice
Understand the Service Lifecycle at the core of ITIL
Be confident in the general concepts, definitions, key principles and models of ITIL
Understand how the Service Management processes and functions contribute to the Service Lifecycle and be
able to explain the objectives, scope, concepts, activities, key metrics (KPIs), roles and challenges for all the ITIL
processes
Learn how technology enables the Service Lifecycle and how other complimentary guidance aligns with ITIL
Understand implementation considerations
Learn the activities, methods, and functions used in each of the Lifecycle processes
Understand the application of the processes, activities and functions to achieve operational excellence
Learn how to measure performance
Understand technology and implementation requirements
Understand the Challenges, Critical Success Factors and Risks involved in implementing and improving Service
Management
Program Benefits:
Innovation in Design: Innovative use of online self-learning for the theoretical components of the course
allows students to study in their own time, at their own pace. Apart from online self-learning, students receive an
e-reader/iPad or electronic document with the Reference Materials for the course, eliminating the need to print
hundreds of pages of paper.
Intense Group Experience: Spending 12 intensive days in a classroom with a select group of peers results in vast
knowledge and experience sharing, and forms the basis for long-lasting relationships.
Access to an Expert Community: After completing the program, participants gain access to a select community
of ITIL Experts, allowing them to join a continuous learning program.
What is required before students can join this program:
Basic IT literacy and around 2 years IT experience is highly desirable.
ITIL Foundation Certificate (holders of the Foundation Certificate from an earlier ITIL version, must pass the current
ITIL Foundation exam before attending this course).
Before starting the Managing Across the Lifecycle component of the program all Capability Exams should have
been successfully completed.

The structure of the program and expectations (based on the 12-week classic delivery option):
The program starts with a pre-course conference (kick-off call) that takes place 4-weeks prior to the first (physical or virtual)
classroom session. The course instructor and all candidates participate in this call .
Before attending classroom sessions, students are required to complete the online self-study of the respective
module. The online modules focus on the knowledge component of the Capability courses (Bloom level 1, 2) .
The instructor monitors progress of participants during this time, using the ITpreneurs online campus. The instructor is also
available for questions via email or telephone.
There are two classroom sessions of 5-days each, with one month between the two sessions. The classroom sessions are
focused on practical application, analyzing and synthesizing information (Bloom level 3, 4, 5). The first classroom session
covers SOA and PPO; the second one RCV and OSA.
After the classroom sessions, participants complete the online self-study modules with a specific focus on exam
preparation. Once participants feel ready to take on the exam, they schedule and take the individual exams at a time and
date that is convenient to them, but at least before the next classroom session starts.
The Managing Across the Lifecycle section of the course is the last component of the course. This block comprises of online
learning and classroom as well. The classroom session is 2 days; the online learning modules include 15 h
ours
of content.
Other delivery options:
The Classic: This is the default option for the Expert Track. In this delivery option you will meet your fellow
participants 3 times over a period of 12 weeks (5 days, 5 days and 2-days) and complete the online self-study
between these sessions.
The Classic Virtual: Same as the default option, but all classroom sessions take place in a Virtual Classroom.
The Boot Camp: This option requires you to complete all four online self-study Capability modules prior to coming
to the classroom. In 10 classroom days all Capability courses are completed. A few weeks later there is another 2-day
session for MALC.
The Weekend Warrior: Online self-study modules are completed during the weekends. Participants come to class
one-day a week for 12 weeks.
About the Capability Examinations:
Participants schedule the exams at a time and date that is convenient to them, but at least before the next
classroom session starts.
All exams must be completed prior to attending the MALC component of the course.
The exams for the Intermediate courses are closed-book with eight multiple-choice, scenario-based, gradient-scored questions.
The exam duration for intermediate courses is a maximum of 90 minutes for all candidates in their respective language.
Candidates taking the exam in a language other than their first language have a maximum of 120 minutes and are allowed
to use a dictionary (only paper-based exams).
Each question for the Intermediate courses will have 4 possible answer options, one that is worth 5 marks, one that is worth
3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
The Pass score for Intermediate courses is 28/40 or 70%.
For the MALC Courses:
The exam for MALC has ten complex multiple-choice, gradient-scored questions based upon a single case study.
The exam duration for MALC is a maximum of 120 minutes. Candidates taking the exam in a language other than their first
language have a maximum of 150 minutes.
The pass score for the MALC courses is 35/50 or 70%.

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Credits:
Upon successfully passing the ITIL Capability Intermediate exams, the candidate will be recognized with 4 credits
per exam in the ITIL qualification scheme. The four Capability exams will provide a total of 16 credits.
On successfully passing the ITIL Managing Across the Lifecycle exam, the candidate will be recognized 5 credits
in the ITIL qualification scheme
Course Organizational Logistics:
Maximum of 18 students with 1 instructor
Classroom with U-shaped seating arrangement
Two break-out rooms where available - whiteboard, flipchart, and projector
The participant is expected to provide previous ITIL certificate numbers prior to the start of the course
Ordering Options:
ITpreneurs Expert Program - Capability Track (12 days) (student workbooks
for partner print, eLearning, Ipad with reference material)

ITL9351MPP-1

ITpreneurs Expert Program - Capability Track (12 days) (student workbooks


for partner print, eLearning, e-reader with digital reference material)

ITL9351MPP-2

ITpreneurs Expert Program - Capability Track (12 days) (student workbooks


for partner print, eLearning, digital reference material)

ITL9351MPP-3

ITpreneurs Expert Program - Capability Track (12 days) (student workbooks


ITpreneurs print, eLearning, Ipad with reference material)

ITL9351MPI-1

ITpreneurs Expert Program - Capability Track (12 days) (student workbooks


ITpreneurs print, eLearning, e-reader with digital reference material)

ITL9351MPI-2

ITpreneurs Expert Program - Capability Track (12 days) (student workbooks


ITpreneurs print, eLearning, digital reference material)

ITL9351MPI-3

ITpreneurs Expert Program - Capability Track set of 5 Premium Exams (PPO,


SOA, OSA, RCV, MALC)

ITL9351XO/XP

ITpreneurs Expert Program - Capability Track set of 5 Exams (PPO, SOA, OSA,
RCV, MALC)

ITL9910XO/XP

Managing Across the Lifecycle Instructor

ITL9351-I

Service Management

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211

ITILExpert
Program
Lifecycle
Track
The ITpreneurs ITIL Expert Program is an innovative training curriculum that combines
all of the ITIL Intermediates certification and Managing Across the Lifecycle into one
integrated package, and allows IT professionals to quickly advance from the Foundation
level to the most sought-after qualification in the IT domain ITIL Expert.
The Lifecycle Track is for those who provide guidance towards the implementation of
ITSM in an organization such as the IT Manager, Process Owner, ITSM Implementer and
ITIL Consultant.

After completing the Lifecycle courses, participants will participate in the MALC course.

Courses & Certifications

Certificate: ITIL Expert, ITIL Intermediate Lifecycle SS,


SD, ST, SO, CSI, ITIL Managing Across the Lifecycle
Duration: 10-Day classroom, 55 hours online selfstudy
Course Delivery: (Virtual) Classroom, Blended, Exam

Course ID: ITL9352


Language: English
Credits: 20 (15 Lifecycle 5 MALC)

Course Description:
10-day classroom course (4 days + 4 days + 2 days) + 55 hours of self-paced online self-study (see diagram A below),
OR (3 days + 5 days + 2 days) + 55 hours of self-paced online self-study (see diagram B below).
The ITIL Expert Program is designed for participants who would like to fast track their ITIL Expert Certification. Through
a mix of self-paced study and instructor-led interactive teaching, you can leverage time to your advantage while
working toward the highest level of internationally recognized certification available in the ITIL domain.
Participants will learn about the principles and core concepts of the Service Lifecycle approach to IT Service
Management at the management-level, according to the ITIL Lifecycle approach. This includes a focus on the
management and control elements of the Service Lifecycle and the processes associated with all Lifecycle modules,
including Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO), and Continual
Service Improvement (CSI). The Managing Across the Lifecycle capstone course will start once the participant has
completed the five Lifecycle courses and exams.
This training course is delivered through a unique blend of self-paced and instructor-supported online self-study and
high-intensity, fast-paced classroom delivery. It is designed to make use of an engaging, scenario-based approach to
learning and teaches the core disciplines of the ITIL best practices to participants.
Diagram A (splits CSI between 2 weeks)
Kick off
Call
1Hour

Online self-study
(6 hours per
module)

Classroom Sessions
(1.5 days per
module)

Online Exam
Preparation (2 hours
module)

Certification Exam

SS
+
SD
+
CSI (Part 1)

SS
+
SD
+
CSI (Part 1)

SS
+
SD
+
CSI (Part 1)

SS
+
SD

CSI (Part 2)
+
ST
+
SO

CSI (Part 2)
+
ST
+
SO

CSI (Part 2)
+
ST
+
SO

CSI
+
ST
+
SO

MALC

(2 days)
MALC

MALC

MALC

Block A

Block B

Virtual Instructor Support

This course enables participants to achieve a better understanding of the management


and control elements of the Service Lifecycle and processes associated with all Lifecycle
modules: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service
Operation (SO) and Continual Service Improvement (CSI).

ITIL Expert Program - Lifecycle Track

Block C

ITIL Expert Program - Lifecycle Track

Service Management

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What is required before participants can join this program:


Basic IT literacy and 2 years IT experience is desirable.
ITIL Foundation (holders of Foundation certificate from an earlier version of ITIL, e.g., ITIL, must pass the current ITIL
Foundation exam before attending this course)
Before starting the Managing Across the Lifecycle (MALC) component of the program, all Lifecycle Exams must be
completed.

Diagram B
Classroom Sessions
(1.5 days per
module)

Online Exam
Preparation (2 hours
module)

Certification Exam

SS
+
SD

SS
+
SD

SS
+
SD

SS
+
SD

ST
+
SO
+
CSI

ST
+
SO
+
CSI

ST
+
SO
+
CSI

ST
+
SO
+
CSI

MALC

(2 days)
MALC

MALC

MALC

Block A

Block B

Virtual Instructor Support

Kick off
Call
1Hour

Online self-study
(6 hours per
module)

Block C

Audience for the Lifecycle Track:


This course provides guidance towards the implementation of ITSM in an organization and the process relationships,
roles and responsibilities. This course is suitable for IT managers, process owners, ITSM implementation teams,
consultants, stakeholders and anyone else involved in the ITSM project.
Lifecycle Track Learning Objectives:
At the end of this course, the participant will gain competencies to:
Present, position and articulate the value of IT (in support of the business).
Understand the Service Lifecycle at the core of ITIL.
Develop and deliver IT strategy aligned to business requirements.
Manage and control Service Delivery and processes within the phases of the Service Lifecycle.
Design, lead, manage and support CSI programs.
Lead Service Management programs; applying ITIL best practice most suitable to the organizations business
situation and goals.
Understand the challenges, critical success factors and risks involved in implementing and improving Service
Management.
Learn how technology enables the Service Lifecycle and how other complimentary guidance aligns with ITIL.
Program Benefits:
Innovation in Design: Innovative use of self-learning for the theoretical components of the course allows
participants to study in their own time, at their own pace. Participants also receive an e-reader/iPad or electronic
document with the Reference Materials for the course, which eliminates the need to print hundreds of pages of
paper.
Intensive Group Interaction: 10 intensive days in a classroom with a select group of peers results in vast
knowledge and experience sharing and forms the basis for long-lasting relationships.
Access to a Select Community: After completing the program participants gain access to, and can network with, a
select community of ITIL Experts.

Service Management

The structure of the program and expectations (based on the 12-week classic delivery option):
The program starts with a pre-course conference call that takes place four weeks prior to the first (physical or
virtual) classroom session. The course instructor and all the participants attend this call.
Before attending classroom sessions, participants are required to complete the online self-study of the respective
modules. The self-study modules focus on the knowledge component of the Lifecycle courses (Bloom level 1, 2).
The instructor monitors progress of participants during this time, using the ITpreneurs online campus. The instructor
is also available for questions via email or telephone.
There are two 4-day classroom sessions, with one month between the two sessions. The classroom sessions are
focused on practical application, analyzing and synthesizing information (Bloom level 3,4,5). The first classroom
session covers SS, SD and part of CSI. The second session includes the second part of CSI, followed by ST and SO.
After the classroom sessions, participants complete the online self-study modules with a specific focus on exam
preparation. Once participants feel ready to take on the exam, they schedule and take the individual exams at a
time and date that is convenient to them, but at least before the next classroom session starts.
The Managing Across the Lifecycle section of the course is the last component of the course. This block includes
online self-study and classroom sessions. The classroom session lasts two days, and the online learning modules
include 15 hours of content.
Delivery options:
The Classic: This is the default option for the Expert Track. In this delivery option you meet fellow participants three
times in a 12-week period (4 days, 4 days and 2 days) and complete the online self-study between the sessions.
The Classic Virtual: Same as the default option, but all classroom sessions take place in a Virtual Classroom.
The Boot Camp: This option requires you to complete all five online self-study Lifecycle modules prior to coming
to the classroom. In eight classroom days, all the Lifecycle courses are completed. Another 2-day session for MALC
comes two weeks later.
The Weekend Warrior: Online self-study modules are completed during the weekends. Participants come to class
one-day a week for twelve weeks.
About the Examination:
Participants schedule the exams at times and dates that are convenient to them, but at least before the next
classroom session starts. All Lifecycle Exams must be completed prior to attending the MALC component of the
course.
Exams for the Intermediate courses are closed book, eight multiple-choice, scenario-based, gradient-scored
questions. The Exam for MALC has ten complex multiple-choice, gradient-scored questions that are based upon a
single case study.
The exam duration for Intermediate courses is a maximum of 90 minutes for all candidates in their respective native
language. Candidates taking the examination in a language other than their native language, have a maximum of
120 minutes and are allowed to use a dictionary (only paper-based exams). Exam duration for MALC is a maximum
of 120 minutes and 150 minutes for candidates taking the examination in a language other than their native
language.
The Pass score is 28/40 or 70% for Intermediate courses and 35/50 or 70% for MALC.

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Credits:
On successfully passing the ITIL Intermediate exams, the candidate will gain 3 credits per exam in the ITIL
qualification scheme per Lifecycle module. The five Lifecycle exams will provide a total of 15 credits.
On successfully passing the ITIL Managing Across the Lifecycle exam, the candidate will gain 5 credits in the ITIL
qualification scheme.
Course Organizational Logistics:
Maximum 18 participants, with 1 instructor
Classroom with U-shaped seating arrangement
2 break-out rooms where available - whiteboard, flipchart and projector
The student is expected to provide previous ITIL certificate numbers prior to the start of the course
Ordering Options:
ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks for partner print,
eLearning, Ipad with reference material)

ITL9352MPP-1

ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks for partner print,
eLearning, e-reader with digital reference material)

ITL9352MPP-2

ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks for partner print,
eLearning, digital reference material)

ITL9352MPP-3

ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks ITpreneurs print,
eLearning, Ipad with reference material)

ITL9352MPI-1

ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks ITpreneurs print,
eLearning, e-reader with digital reference material)

ITL9352MPI-2

ITpreneurs Expert Program - Lifecycle Track (12 days) (student workbooks ITpreneurs print,
eLearning, digital reference material)

ITL9352MPI-3

ITpreneurs Expert Program - Lifecycle Track set of 5 Premium Exams (PPO, SOA, OSA, RCV,
MALC)

ITL9352XO/XP

ITpreneurs Expert Program - Lifecycle Track set of 5 Exams (PPO, SOA, OSA, RCV, MALC)

ITL9910XO/XP

Managing Across the Lifecycle Instructor

ITL9352I

Service Management

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Service
Management
Service Governance/Service Management

ISO/IEC 20000

ISO/IEC
20000
ISO/IEC 20000 Courses and
Training Delivery for Your
Organization

ISO/IEC 20000 is an international standard for ITSM and


a requirement for IT Service Providers in their response
to business opportunities. ISO/IEC 20000 perfectly aligns
and compliments the ITIL best practices, providing a
comprehensive approach to quality service delivery. ISO/IEC
20000 certification is necessary for all companies striving
toward high-quality service delivery.

Courses and Certifications


ISO/IEC20000 Foundation
ISO/IEC20000 Practitioner
ISO/IEC20000 Auditor

Service Management

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ISO/IEC 20000 Foundation


Certificate: APMG ISO/IEC 20000 Foundation Exam
Duration: 3 days
Course Delivery: Classroom Workshop

Course ID: ISM2210


Language: English

Description:
This accredited ISO/IEC 20000 Foundation course prepares candidates for the foundation qualification. It provides
the knowledge required to gain an understanding of the content and requirements of the ISO/IEC 20000-1:2011
international standard for IT service management (ITSM). Find out how the practices can be adopted by an
organization to deliver managed services, continually improve those services and achieve certification to ISO/IEC
20000-1.
ISO/IEC 20000 is the international standard for IT service management (ITSM). It defines the requirements for, and
provides details of, the IT service management system (SMS) needed to deliver managed services of an acceptable
quality; together with guidance on how to demonstrate conformity with the standard.
This 3-day course is aimed at those wishing to demonstrate a foundation-level knowledge concerning ISO/IEC 20000
and its use in a typical IT service provider organization. This qualification does not provide the advanced level of
knowledge for external auditors, consultants or those responsible for managing implementation of the standard in a
service provider organization. Auditors, consultants and implementers may want to consider the APMG Practitioner
or Auditor courses which provide more detail on the use of the standard. The APMG certification exam, which is a
multiple-choice exam, can be conducted at the end of the course.
Audience and Prerequisites:
The course is aimed at staff in internal and external service provider organizations who require a basic understanding
of the ISO/IEC 20000 standard and its content. It will provide:
Service owners, process owners and other service management staff with an awareness of and understanding of
service management based on the ISO/IEC 20000 standard.
Individuals with the knowledge to understand the ISO/IEC 20000 standard and how it within their own
organization.
Managers and team leaders with a knowledge of a typical ISO/IEC 20000 Service management system (SMS).
Internal auditors, process owners, process reviewers and assessors with a good knowledge of the ISO/IEC 20000
standard, its contents and need for internal reviews, assessments and audits.
Evidence that delegates have achieved a foundation level of knowledge of the ISO/IEC 20000 standard.
This qualification does not provide the advanced level of knowledge for external auditors, consultants or those
responsible for managing implementation of the standard in a service provider organization. Auditors, consultants
and implementers may want to consider the APMG Practitioner or Auditor courses which provide more detail on
the use of the standard.

Service Management

Learning Objectives:
Candidates will be able to demonstrate their competence in, and their ability to understand:
The background of the ISO/IEC 20000 standard
How the standard is used in a typical service provider organization
The scope, objectives and requirements of the ISO/IEC 20000 standard
How ISO/IEC 20000 is used with other international standards and ITIL
The scope of ISO/IEC 20000 series and how Parts 1, 2 and 3 can be used
The terms and definitions used in ISO/IEC 20000
The requirements for a Service Management System (SMS)
How to establish an SMS and the need for continual improvement
Reporting on the IT services and major metrics of the service management processes
The processes, their objectives and key requirements in a typical IT service provider scenario
Application, eligibility and scoping requirements to achieve ISO/IEC 20000
The purpose of internal and external audits, their operation and the associated terminology
Planning and preparing for an ISO/IEC 20000 audit
The operation of the certification schemes and the APMG Certification Scheme
Course Exercises and Exam:
The course is designed to be interactive with exercises, examination practice and a mock examination. The exercises
help students to understand:
The business environment and challenges for service providers
The characteristics of good services and symptoms of poor service management
The benefits of adopting ISO/IEC 20000 for the organization, a team and an individual
How the standard is used by different organizations and people in practice
The exam is a CLOSED Book 40 question, multiple-choice exam. Candidates have one (1) hour to complete the exam
and the pass mark is 65% (26/40).
Course Logistics:
Up to 16 participants
Classroom with a U-shaped seating arrangement
A minimum of 1 break-out room
Whiteboard, flipchart, and projector
Ordering Options:
Description

Code

ISO/IEC 20000 Foundation Course Materials printed by ITpreneurs

ISM2210MPI

ISO/IEC 20000 Foundation Course Materials printed by partners

ISM2210MPP

ISO/IEC 20000 Foundation Course Online exam

ISM2210XO

ISO/IEC 20000 Foundation Course Paper exam

ISM2210XP

ISO/IEC 20000 Foundation Course Instructor

ISM2210I

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Course Agenda:

ISO/IEC 20000 Practitioner


Certificate: APMG ISO/IEC 20000 Practitioner Exam
Duration: 3 days
Course Delivery: Classroom Workshop

Day1
Course ID: ISO1024
Language: English

Description:
This interactive workshop, leading to the ISO/IEC 20000 Practitioner examination is aimed at IT practitioners who assist
organizations to achieve or retain ISO/IEC 20000 certification. The purpose of the Practitioner qualification is to ensure
that the candidate has sufficient understanding of ISO/IEC 20000 and its application to be able to analyze and apply their
knowledge to a range of activities that would support organizations in achieving and retaining ISO/IEC 20000 certification.
The course covers the interpretation and application of the ISO/IEC 20000 standard and enables practitioners to develop
the Service Management capability of an organization and assess its readiness for certification within the ISO/IEC 20000
certification scheme.
Internal auditors involved in preparing an organization for ISO/IEC 20000 certification might find this course more
appropriate than the APMG ISO/IEC 20000 Auditor course. An exam will be conducted at the end of the training.
The ISO/IEC 20000 Practitioner course will be of interest to:
IT consultants/practitioners, quality consultants, IT service providers, IT service managers, and IT auditors involved in the
implementation of ISO/IEC 20000.
Learning Objectives:
At the end of this course, the learner will gain competencies in:
Explain and apply the requirements of Part 1
Understand, create and apply a service management plan
Assist and advise organizations on the implementation of continual improvement processes
Assist and advise organizations in the achievement of conformance to ISO/IEC 20000 and certification
Explain the relationship between ISO/IEC 20000, related standards and best practices
Understand, explain and advise on issues regarding applicability, eligibility and scoping
Advise and assist in ISO/IEC 200000 certification readiness assessments
Produce a gap analysis supported by an improvement and implementation plan
Prepare organizations for an ISO/IEC 20000 certification audit using the regulations of the APMG Certification Scheme

09:00

Registration

09:30

Introduction

10:00

Overview of ISO/IEC 20000

11:00

Break

11:15

Overall Management Requirements

12:30

Lunch

13:30

Group Assignment 1

14:00

Service Delivery Processes

5:00

Break

15:15

Service Delivery Processes

16:30

Multiple-Choice Sample Paper 1

17:00

Review Paper 1

17:30

Close (Homework - Multiple-Choice Sample Paper 2)

09:00

Review Paper 2

09:30

Relationship Processes

10:45

Break

11:00

Resolution Processes

11:45

Control Processes Configuration Management

12:30

Lunch

13:30

Control Processes Change Management

14:15

Release Process

5:00

Break

15:15

Planning and implementation

17:30

Close (Homework - Multiple-Choice Sample Paper 2)

Day2

Day 3
09:00

Review Paper 2

09:45

Scoping and Eligibility: Group Assignment 2

10:45

Break

Course Logistics:
Up to 16 participants
Classroom with a U-shaped seating arrangement
A minimum of one break-out room
Whiteboard, flipchart, and projector

11:15

Mock Examination (Written)

12:15

Lunch

13:15

Mock Examination Review

13:45

Course Summary and Evaluation

14:00

Break

Course content:
Introduction and background to ISO/IEC 20000 standard
ISO/IEC 20000 certification scheme
Principles of IT service management
ISO/IEC 20000-1 (Part 1) Service Management System Requirements
ISO/IEC 20000-2 Guidance on the Application of Part 1
Achieving ISO/IEC 20000 certification
Applicability, scoping and eligibility based on ISO/IEC 20000-3
Preparation for formal certification, full and surveillance audits
Exam practice and preparation

14:15 -16.15

Examination

16:15

Close

Service Management

Ordering Options:
Description

Code

ISO/IEC 20000 Practitioner Course Materials printed by ITpreneurs

ISO1024MPI

ISO/IEC 20000 Practitioner Course Materials printed by partners

ISO1024MPP

ISO/IEC 20000 Practitioner Course Online exam

ISO1024XO

ISO/IEC 20000 Practitioner Course Paper exam

ISO1024XP

ISO/IEC 20000 Practitioner Course Instructor

ISO1024I
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ISO/IEC 20000 Auditor


Certificate: APMG ISO/IEC 20000 Auditor Exam
Duration: 2 days
Course Delivery: Classroom Workshop

Course ID: ISO1023


Language: English

Description:
The ISO/IEC 20000 Auditor course is a 2-day classroom training relevant for professionals who play a role as a 3rd party auditor
in an ISO/IEC 20000 assessment. This course is designed for professionals and certified auditors who require an orientation
into ITSM in general and ISO/IEC 2000 in particular. Internal auditors working in an organization which is implementing, or
already has ISO/IEC 20000 certification, will also find this course useful to improve not only their understanding of the subject,
but also the application of ISO/IEC 20000 within their organization.
At the end of the 2-day classroom training, the APMG certification exam, which is a multiple-choice exam, can be conducted.
This training does not cover audit techniques or the issues involved in preparing an organization for an audit.
The certificate is awarded to candidates passing the relevant examination, which can only be taken as part of an accredited
training course. The course covers the interpretation and application of the ISO/IEC 20000 standard. The exam consists of a
closed-book, 25-question, multiple-choice test, which is paper based. To pass, candidates must answer 18 or more questions
correctly.
Audience:
This qualification is aimed at existing third-party or internal auditors who wish to understand the specific requirements of
auditing IT service management systems for conformity with the ISO/IEC 20000 standard.
Prerequisites:
Delegates attending the course are required to have a minimum of three years experience conducting audits in an IT
environment. This may be as a third-party auditor or as an internal auditor for an organization. This qualification will build on
basic audit and IT knowledge with regard to the contents of ISO/IEC 20000 and its use.
Learning Objectives:
The candidate should understand the principles of ITSM and the contents of ISO/IEC 20000. Specifically, the candidate should
understand:
The structure, requirements, objectives and application of ISO/IEC 20000-1:2011 (service management system
requirements)
Eligibility, applicability and scoping principles and how to apply them to a typical ITSM service provider
Application and relevance of parts of the ISO/IEC 20000 series
What is required in pre-audits, formal certification and surveillance audits
The regulations of the APMG certification scheme.
Course Logistics:
Up to 16 participants
Classroom with a U-shaped seating arrangement
A minimum of 1 break-out room
Whiteboard, flipchart, and projector
Course Content:
Background to the ISO/IEC 20000 standard
Certification schemes and the APMG certification scheme
Principles of IT service management
ISO/IEC 20000-1:2011 (Part 1), its usage and relevance within the certification process

Service Management

The SMS, the processes and mandatory requirements within Part 1


Documentation required to achieve certification and to demonstrate conformity
The usage of ISO/IEC 20000-2 (Part 2) in support of Part 1 and the certification process
Applicability, eligibility and scoping based on ISO/IEC 20000-3 (Part 3)

Student Material:
Students will be provided with a manual containing a copy of classroom visual aids, assignments and a feedback form.
Course Agenda:
Day 1
09:00

Registration

09:30

Introduction

10:00

Overview of ISO/IEC 20000

11:00

Break

11:15

Overall Management Requirements

12:30

Lunch

13:30

Service Delivery Processes

15:00

Break

15:15

Relationship Processes

16:30

Multiple-Choice Sample Paper 1

17:00

Review Paper 1

17:30

Close

Group Assignment 1

Homework - Multiple-Choice Sample Paper 2


Day 2

09:00

Review of Homework

09:30

Resolution Processes

10:15

Control Processes

11:00

Break

11:15

Release Processes

11:45

Automation and Tools

12:00

Scoping, Eligibility, and Audit Preparation

12:30

Lunch

13:15

Group Assignment 3

14:00

Exam Preparation

14:30

Course Summary and Evaluation

14:45

Break

15:30

Examination

16:30

Close

Group Assignment 2

Ordering Options:
Description

Code

ISO/IEC 20000 Auditor Course Materials printed by ITpreneurs

ISO1023MPI

ISO/IEC 20000 Auditor Course Materials printed by partners

ISO1023MPP

ISO/IEC 20000 Auditor Course Online exam

ISO1023XO

ISO/IEC 20000 Auditor Course Paper exam

ISO1023XP

ISO/IEC 20000 Auditor Course Instructor

ISO1023I

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225

Service
Management
Service Governance/Service Management

KepnerTregoe
Gateway to Service Excellence
The Kepner-Tregoe approach to troubleshooting is a structured and
ITIL recognized best practice for customer issue handling and problem
management. For more than 50 years, Kepner-Tregoe, one of the
worlds leading troubleshooting companies, has used its breakthrough
methodology to maximize service performance at global organizations
including NASA, IBM, Sun Microsystems, RIM and Siemens.
Kepner-Tregoe and ITpreneurs are now bringing to market this systematic
approach to problem-solving through the Kepner-Tregoe Foundation
Course and Certification exam.
The two-day course will develop the core critical thinking skills of
Situation Appraisal, Problem Analysis, Decision Analysis and Potential
Problem Analysis, and ensure that participants understand how these
skills can be applied for troubleshooting,
independent of underlying technologies. After becoming Kepner-Tregoe
Foundation certified, professionals have the option to learn to apply their
skills in an Advanced Workshop led by Kepner-Tregoe Master Trainers.

Courses and Certifications


Kepner-Tregoe Foundation Certification
Kepner-Tregoe Advanced Problem Management
Kepner-Tregoe High Severity Incident Management

Service Management

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Prerequisites:
There are no prerequisites to attend this course.

Kepner-Tregoe Foundation
Certificate: Kepner-Tregoe Foundation
Duration: 2 days
Course Delivery: Classroom

Course ID: ISM3210


Language: English, Polish
Credits: 16 PDUs, 16.5 CPEs

Course Description:
The 2-day Kepner-Tregoe Foundation course introduces a systematic process of problem solving when responding
to incidents and problems. The course is designed for individuals who work in trouble shooting environments. This
allows them to deliver a high level of quality and consistency in customer support. The course equips participants
with the terminology, structure and basic concepts of Kepner-Tregoes problem management and incident
management techniques, such as Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem
Analysis. During the Foundation course, participants will receive the proper training and guidance to optimally
prepare them to take and pass the Kepner-Tregoe Foundation examination.
The Kepner-Tregoe Foundation course is beneficial for individuals who want to be trained and certified in a best
practice that is recommended for problem analysis (Kepner-Tregoe is referenced as a best practice in the official ITIL
Service Operation publication).
Other Core Benefits of the Foundation Course are:
Establishing a common language in troubleshooting that ensures consistency in customer support in a Service
Management environment.
Introducing structured, critical thinking techniques to analyze problems, make decisions and proactively avoid
problems.
Using a systematic approach independent of technical expertise.
Audience:
The Kepner-Tregoe Foundation course will be of interest to individuals who:
Want the Kepner-Tregoe Foundation certification.
Seek to attend the 2-day Kepner-Tregoe advanced workshop to learn to implement the concepts from the
Foundation course
Want to improve their Incident Management and Problem Management technique.
Typical roles are (but not limited to) roles that provide first-line support, i.e., Service-Desk Staff, Analysts, Problem
Managers, Incident Managers, Auditors, Quality Managers, Operators, Technicians and Engineers.
About Kepner-Tregoe:
Founded in 1958, the Princeton, New Jersey-based Kepner-Tregoe is the international leader in developing a process
of critical thinking skills. Kepner-Tregoe is a global leader in improving the business performance of clients through
proprietary organizational transformation and trouble shooting methodologies. This proven methodology has been
used to maximize service performance at global organizations, including NASA, IBM, Sun Microsystems, RIM and
Siemens.

Outline of the Kepner-Tregoe Foundation Course:


Introduction to Kepner-Tregoe rational process: Situation Appraisal, Problem Analysis, Decision Analysis and
Potential Problem Analysis.
Situation Appraisal - The definition of an incident and a concern. How to list: Threats and Opportunities, Separate
and Clarify, Set Priority, Plan Next Steps, and the role of questioning in Situation Appraisal.
Problem Analysis - The Kepner-Tregoe definition of a problem. How to: Describe Problem, Identify Possible Causes,
Evaluate Possible Causes, Confirm True Cause and explain the role of questioning in Problem Analysis.
Decision Analysis: The definition of a decision. How to: Clarify Purpose, Identify Alternatives, Evaluate Alternatives,
Make Decision. The role of questioning in Decision Analysis. How to effectively Present Recommendations and
Assess Recommendations.
Potential Problem Analysis - The definition of an action and a plan. How to Identify Potential Problems, Identify
Likely Causes, Take Preventive Action, Plan Contingent Action and Set Triggers. The role of questioning in Potential
Problem Analysis.
Course Agenda
Day 1

Day 2

Introduction

Problem Analysis

Questioning Skills

Case Study

Discovery Case- Donut Case

Review

Break
Process Overview

Decision Analysis
Case Study
Decision Analysis

Lunch
Situation Appraisal

Case Study

Case Study

Review

Situation Appraisal

Potential Problem Analysis

Case Study

Case Study

Review
Break
Problem Analysis

Feedback

Case Study
Summary and Conclusion

Mock Exam

Course Logistics:
The recommended class size is 12. A maximum of 16 candidates can attend this course with one trainer, more
candidates require a second trainer. It is not advised to run courses with less than 6 candidates.
Classroom with U-shaped seating arrangement, whiteboard, flipchart and projector.
Course Material provided to participants:
Workbook
Job Aids
Case Studies

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229

Examination:
The Kepner-Tregoe Foundation Exam is an online exam, and can be offered at the end of the second day of the training
course. The exam can also be taken by the candidate at another convenient date and time. This will require that the
candidate selects and registers a proctor who will supervise the exam delivery. Note: we recommend that candidates
review the materials at home for a few days after the course before taking the exam.
In order for participants to be eligible to take the Kepner-Tregoe Foundation Exam, they have to participate in an accredited
Kepner-Tregoe Foundation training course for 2 days.
The 40-question, multiple-choice exam is a closed-book exam, taken online, that will test your understanding of the
contents of the Kepner-Tregoe Foundation course syllabus.
Exam duration is a maximum of 60 minutes for all candidates.
Pass score is 26/40 (or 65%). No negative marking.
Ordering Options:
Description

Code

Kepner-Tregoe Foundation Course

ISM3210MPI

Kepner-Tregoe Foundation Course Online exam

ISM3210XO

Kepner-Tregoe Foundation Course Instructor

ISM3210I

Kepner-Tregoe Advanced Problem Management


Certificate: Kepner-Tregoe Advanced Problem
Management , Advanced Troubleshooting Skills for
Problem Management
Duration: 2 days
Course Delivery: Classroom

Course ID: ISM3310


Language: English
Credits:

Course Description:
Take the next step in maximizing your critical thinking skills for improved service performance. This course is designed
exclusively for learners who have successfully completed the KT Foundation course. It is the next step in developing
Problem Management expertise towards becoming a high performance trouble-shooter.
Participants will have already gained an overview of the core KT skills: Situation Appraisal, Problem Analysis, Decision
Analysis and Potential Problem Analysis. During the KT Problem Management workshop, they will be introduced to
additional skills in Problem Analysis to find root causes:
The use of Distinctions and Changes is a critical approach in isolating causes of complex problems
Solving Start-up Problems often the toughest to solve
Solving Recurring Problems they drive up your incident volume and negatively impact your customer
satisfaction
Think Beyond the Fix move from reactive to proactive problem management

About Kepner-Tregoe:
Founded in 1958, Kepner-Tregoe, based in Princeton, New Jersey, is the international leader in developing
critical thinking skills. Kepner-Tregoe is a global leader in improving business performance through proprietary
organizational transformation and troubleshooting methodologies. This proven methodology has been used to
maximize service performance at international organizations, such as NASA, IBM, Sun Microsystems, RIM and Siemens.
Audience:
This two-day course is beneficial for service desk staff, analysts, problem and incident managers, auditors, quality
managers, operators, technicians, engineers and others responsible for customer service and support staff.

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Individuals with ITIL Intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA)
will find the Kepner-Tregoe course extremely beneficial in improving their problem and incident management skills.

Prerequisites:
Participants need to have successfully completed the Kepner-Tregoe Foundation Course and Exam.

Learning Objectives
Key components of the KT workshop include:
A discovery case to assess current approaches to Problem Management and compare them to the KT approach
The KT process teaches method, which introduce the KT concepts in a step-by-step approach
A series of case studies that allow participants to test their understanding of the techniques in a structured/
simulated environment
Coaching and feedback by the instructor to reinforce the learning
Structured discussions about how the KT processes get implemented to drive hard results

Course Material:
Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains
reference material.

Major Techniques:

In order for participants to be eligible to take the KT Advanced Problem Management exam, they have to participate in
an accredited KT Advanced Problem Management course for two days.

Questioning and Listening Skills


The role of questioning in Problem Management and root cause analysisthe characteristics of effective questions
the techniques of Open and Closed questioning and their purposesthe two techniques of Questioning to the Void
and their purposesthe difference between Process and Content questionsthe concept of Handling Answers.
Problem Analysis
Building on the concepts introduced in the KT Foundation workshop, the use of Distinctions and Changes in further
isolating causes in complex problems and identifying and proving root cause.

About the Examination:


The KT Advanced Problem Management exam is an online exam which can be offered at the end of the second day of
the training course or taken by the candidate at another convenient date and time. This will require that the candidate
selects and registers a proctor who will supervise the exam delivery.

Ordering Options:
Description

Code

Kepner-Tregoe Advanced Problem Management Course

ISM3310MPI

Kepner-Tregoe Advanced Problement Management Online exam

ISM3310XO

Kepner-Tregoe Advanced Problem Management Course Instructor

ISM3310I

Advanced Problem Analysis Concepts


How to use Problem Analysis concepts for Start-Up Problemsthe Stable, the Multiple and the Fluctuating types
of Start-Up Problemsthe use of Problem Analysis concepts for Intermittent Problemshow to Think Beyond the
Fix.
Think Beyond the Fix
Different techniques for extending the cause and extending the effect to prevent further problems and reduce future
incidents.
Benefits:
Learn Kepner-Tregoes advanced troubleshooting skills
Hone your skills through case studies and application
Learn about how to improve the performance of your Problem Management processes and restore service faster
and more consistently
Case Study:
All KT workshops are designed to introduce the processes and techniques through a step-by-step learning process,
which are reinforced by case studies and the application of the concepts to participants real-life issues. A large
number of case studies will reinforce and cement the skills learned at the KT Problem Management workshop.
Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants maximum of 16, no minimum requirement

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Kepner-Tregoe Advanced High Severity


Incident Management
Certificate: Kepner-Tregoe High Severity Incident
Management , Advanced Troubleshooting Skills for
Incident Management
Duration: 2 days
Course Delivery: Classroom

Course ID: ISM3320


Language: English
Credits:

Course Description:
Take the next step in maximizing your critical thinking skills for improved service performance. This course is designed
exclusively for learners who have successfully completed the KT Foundation course. It is the next step in developing
expertise in the area of High Severity/Major Incident Management towards becoming a high performance troubleshooter.
Participants will have already gained an overview of the core KT skills: Situation Appraisal, Problem Analysis, Decision
Analysis and Potential Problem Analysis. During the KT High Severity Incident Management workshop they will be
introduced to additional Incident Handling skills to restore service:
Using Situation Appraisal and Problem Analysis at speed how to drive structured service restoration under time
pressure
Advanced Incident Management techniquesmanaging the end-to-end process of service restoration
Facilitation of Major Incidentsleading the incident resolution process
About Kepner-Tregoe:
Founded in 1958, Kepner-Tregoe, based in Princeton, New Jersey, is the international leader in developing
critical thinking skills. Kepner-Tregoe is a global leader in improving business performance through proprietary
organizational transformation and troubleshooting methodologies. This proven methodology has been used to
maximize service performance at international organizations, such as NASA, IBM, Sun Microsystems, RIM and Siemens.
Audience:
This two-day course is beneficial for service-desk staff, analysts, problem and incident managers, auditors, quality
managers, operators, technicians, engineers and others responsible for customer service and support.

Benefits:
Learn Kepner-Tregoes advanced troubleshooting skills
Hone your skills through case studies and application
Learn about how to improve the performance of your Incident Management processes and restore service faster
and more consistently
Case Study:
A large number of case studies will reinforce and cement the skills learned at the KT High Severity Incident Management
Workshop.
Course Logistics:
Classroom
Whiteboard, flipchart, and projector
Participants maximum of 16, no minimum requirement
Prerequisites:
Participants need to have successfully completed the Kepner-Tregoe Foundation Course and Exam.
Course Material:
Participants receive a copy of the classroom presentation material and the Participant Workbook, which contains
reference material.
About the Examination:
The KT High Severity Incident Management exam is an online exam which can be offered at the end of the second
day of the training course or taken by the candidate at another convenient date and time. This will require that the
candidate selects and registers a proctor who will supervise the exam delivery.
In order for participants to be eligible to take the KT High Severity Incident Management exam, they have to participate
in an accredited KT High Severity Incident Management course for two days.
Ordering Options:
Description

Code

Kepner-Tregoe High Severity Incident Management Course

ISM3320MPI

Kepner-Tregoe High Severity Incident Management Course Online exam

ISM3320XO

Kepner-Tregoe High Severity Incident Management Course Instructor

ISM3320I

Individuals with ITIL intermediate qualifications in Service Operation (SO) or Operational Support an Analysis (OSA)
will find the Kepner-Tregoe course extremely beneficial in improving their problem and incident management skills.

Learning Objectives
Key components of the KT workshop are:
A discovery case to assess current approaches to Problem Management and compare them to the KT approach
The KT process teaches method, which introduce the KT concepts in a step-by-step approach
A series of case studies that allow participants to test their understanding of the techniques in a structured/
simulated environment
Coaching and feedback by the instructor to reinforce the learning
Structured discussions about how the KT processes get implemented to drive hard results

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Service
Management
Service Governance/Service Management

HDI
HDI and ITpreneurs: A Global Footprint for
the Technical Service and Support Industry
In partnership with HDI, the worlds largest professional association
and certification body for the technical service and support industry,
ITpreneurs offers a wide portfolio of certification and training for the
technical service and support industry.
HDI is the first professional association created for the technical support
industry and to date, it remains the leading source for help desk/service
desk/support center emerging trends and best practices. Built upon
globally recognized industry standards developed by an international
committee of industry experts and practitioners, HDI training helps
support center organizations improve efficiency, increase service quality,
and encourage professional development.
HDI certification, the recognized standard for the technical service
and support industry, demonstrates that individuals understand the
customer service skills and support center processes required to provide
quality technical support. Each HDI certification is designed to reflect the
level of knowledge required for a specific role, ranging from customer
service representative to support center director.

Courses and Certifications


HDI Customer Service Representative
HDI Support Center Analyst
HDI Desktop Support Technician
HDI Support Center Team Lead
HDI Support Center Manager
HDI Desktop Support Manager
HDI Support Center Director
Knowledgement Management Foundations: KCS Principals
Knowledge-Centered Support Fundamentals

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HDI Customer Service Representative


Certificate: HDI Customer Service Representative
(HDI-CSR)
Duration: 1 day
Course Delivery: (Virtual) Classroom

Course ID: ISM4110


Language: English

Course Description:
Frontline customer service representatives interact with your customers every day. Do they have the skills to create
first-rate customer experiences? This skills-building and certification course introduces the skills and techniques
required to provide outstanding customer service and support.
HDI Customer Service Representative (HDI-CSR) training focuses on call handling best practices, communication and
listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses
to difficult customer behaviors.

Audience:
Support professionals from customer service centers, call centers, and support centers who want to refine their
communication skills and learn best practices that can help improve customer experiences.
Individuals who are preparing for the HDI Customer Service Representative Certification exam.
Learning Objectives:
How to assess customer business needs and exceed customer expectations.
Critical thinking skills to resolve incidents quickly and consistently.
Active listening skills and effective communication strategies.
How to identify and defuse challenging customer behavior.
An awareness of the core processes and best practices used in service and support.
Delivery:
Classroom
Facilitated by a faculty member, this one-day, public course allows learners to actively participate in exercises and
discussions, as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
Virtual Classroom
These scheduled courses provide participants with live, instructor-led training delivered by HDI faculty. Using web
conferencing software and an audio bridge, they interact with the instructor without ever leaving their desk.
Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.

Service Management

Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the customer service
domain.
Certification:
This certification verifies that customer service professionals are knowledgeable in the skills and techniques required
to provide exceptional customer service and support in both support center and call center environments. It ensures
they understand how to assess customer needs while exceeding their expectations.
About the Examination:
The certification exam is based on the HDI Customer Service Representative (HDI-CSR) Certification Standard and is
delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be
added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an
HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building
opportunities for the attendees.
Course Outline:
Module 1: Your Role in the Support Center

Module 2: Communication Skills

Role of the Customer Service Representative

The Communication Process

Support Centers Role in the Business

Cultural Sensitivity

Total Contact Ownership

Vocal Elements

Call Handling Procedures

Active Listening

Quality Assurance

Incident Documentation
Writing Skills

Module 3: Problem-solving and Troubleshooting Skills

Module 4: Maximizing Effectiveness

Problem-solving and Types of Thinking

Your Customers Psychological Needs

Questioning Skills

Handling Conflict

Solve Incidents with IMPACT

Handling Difficult Customer Behaviors

Additional Strategies

Stress Management
The Power of a Service Attitude

Ordering Options:
Description

Code

HDI Customer Service Representative (1 day)

ISM4110

HDI Customer Service Representative Exam Online

ISM4110XO

HDI Customer Service Representative sample exam

ISM4110-REF

www.itpreneurs.com

239

HDI Customer Service Representative


Certificate: HDI Customer Service Representative (HDI-CSR)
Duration: 5-6 hours
Course Delivery: eLearning

Course ID: ISM4110E


Language: English

Certification:
About the Examination:
The certification exam is based on the HDI Customer Service Representative (HDI-CSR) Certification Standard and is
delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be
added to signature blocks and business cards.

Course Description:
Frontline customer service representatives interact with your customers every day. Do they have the skills to create
first-rate customer experiences? This skills-building and certification course introduces the skills and techniques
required to provide outstanding customer service and support.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an
HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building
opportunities for the attendees.

HDI Customer Service Representative (HDI-CSR) training focuses on call handling best practices, communication and
listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses
to difficult customer behaviors.

Course Outline:

Audience:
Support professionals from customer service centers, call centers, and support centers who want to refine their
communication skills and learn best practices that can help improve customer experiences.
Individuals who are preparing for the HDI Customer Service Representative Certification exam.
Learning Objectives:
How to assess customer business needs and exceed customer expectations.
Critical thinking skills to resolve incidents quickly and consistently.
Active listening skills and effective communication strategies.
How to identify and defuse challenging customer behavior.
An awareness of the core processes and best practices used in service and support.
Delivery:
eLearning
Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas
of specific need. They can train from any computer with Internet access, and the course takes about 5-6 hours to
complete. Maintain adequate coverage in your support center by staggering training dates.
Learn virtually anytime, anyplace, and at any pace.
Online training is the most cost effective means for employees to achieve certification particularly for companies
with remote employees or multiple office locations.
Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Module 1: Your Role in the Support Center

Module 2: Communication Skills

Role of the Customer Service Representative

The Communication Process

Support Centers Role in the Business

Cultural Sensitivity

Total Contact Ownership

Vocal Elements

Call Handling Procedures

Active Listening

Quality Assurance

Incident Documentation
Writing Skills

Module 3: Problem-solving and Troubleshooting Skills

Module 4: Maximizing Effectiveness

Problem-solving and Types of Thinking

Your Customers Psychological Needs

Questioning Skills

Handling Conflict

Solve Incidents with IMPACT

Handling Difficult Customer Behaviors

Additional Strategies

Stress Management
The Power of a Service Attitude

Ordering Options:
Description

Code

HDI Customer Service Representative eLearning

ISM4110E

HDI Customer Service Representative Exam Online

ISM4110XO

HDI Customer Service Representative sample exam

ISM4110-REF

Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the customer service
domain.

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241

Certification:
This certification verifies that front-line technical support professionals possess the knowledge and skills required to
provide quality service and support. It ensures they understand service management processes and best practices,
while providing a competitive edge for career advancement.

HDI Support Center Analyst


Certificate: HDI Support Center Analyst (HDI-SCA)
Duration: 2 days
Course Delivery: (Virtual) Classroom

Course ID: ISM4210


Language: English
Credits:

Course Description:
Help desk professionals and support center analysts provide frontline support and act as
the primary contact for customers. It is important that these service desk professionals
provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training
focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting
skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL processes.
Audience:
Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize
incidents and reduce escalations, and who need to master the essential customer service skills required to manage
difficult customers and improve overall customer satisfaction.
Individuals who are preparing for the HDI Support Center Analyst certification exam.
Learning Objectives:
The process of incident management, from detection and recording to closure.
Critical thinking skills to resolve incidents quickly and consistently.
The importance of total contact ownership.
An awareness of the core help desk processes and best practices used in service and support centers.
Valuable active listening skills and effective communication strategies.
Proven techniques for improving customer interactions.
Effective support center strategies for managing difficult customers.

About the Examination:


The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered
online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is
required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate
from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business
cards..
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification
exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Course Outline
Module 1: The Evolution of the Support Center

Module 2: Strategic Framework

The Evolution of the Support Center

Strategic Perspective

The Role of the Support Analyst

Service Level Agreement

The Support Centers Role in the Business

Standard Operating Procedures


Business Alignment

Module 3: Service Delivery Methods and Technology

Module 4: Support Center Processes and Operations

Service Delivery Methods

Best Practices for IT Service Management

Telephony Systems

ITIL Service Support

Service Management Systems

Security Management
Knowledge Management
Quality Assurance

Module 5: Call Handling Procedures

Module 6: Communication Skills

Delivery:
Classroom
Facilitated by a faculty member, this two-day course allows learners to actively participate in exercises and
discussions, as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.

Total Contact Ownership

Communication Process

Procedures for Call Handling

Cultural Sensitivity

Service Management Systems

Vocal Elements

Module 7: : Problem-Solving and Troubleshooting Skills

Module 8: Maximizing Effectiveness

Virtual Classroom
These scheduled courses provide learners with live, instructor-led training delivered by HDI faculty. Using web
conferencing software and an audio bridge, they interact with the instructor without ever leaving their desk.
Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.

Problem-Solving and Types of Thinking

Your Customers Psychological Needs

Questioning Skills

Handling Conflict

Solve Incidents with IMPACT

Handling Difficult Customer Behaviors

Additional Customer Service Skills

Stress Management

Root Cause Analysis

The Power of a Service Attitude

Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the customer service
domain.

Service Management

Active Listening
Incident Documentation
Writing Skills

Managing Your Time


Managing Your Career
Ordering Options:
Description

Code

HDI Support Center Analyst (2 day)

ISM4210

HDI Support Center Analyst Exam Online

ISM4210XO

HDI Support Center Analyst Sample Exam

ISM4210-REF

www.itpreneurs.com

243

HDI Support Center Analyst eLearning


Certificate: HDI Support Center Analyst (HDI-SCA)
Duration: 10-12 hours
Course Delivery: eLearning

Course ID: ISM4210E


Language: English
Credits:

Course Description:
Help desk professionals and support center analysts provide frontline support and act as
the primary contact for customers. It is important that these service desk professionals
provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training
focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting
skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL processes.

About the Examination:


The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered
online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be
added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an
HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building
opportunities for the attendees.
Course Outline:
Module 1: The Evolution of the Support Center

Module 2: Strategic Framework

The Evolution of the Support Center

Strategic Perspective

Audience:
Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize
incidents and reduce escalations, and who need to master the essential customer service skills required to manage
difficult customers and improve overall customer satisfaction.
Individuals who are preparing for the HDI Support Center Analyst certification exam.

The Role of the Support Analyst

Service Level Agreement

The Support Centers Role in the Business

Standard Operating Procedures

Learning Objectives:
The process of incident management, from detection and recording to closure.
Critical thinking skills to resolve incidents quickly and consistently.
The importance of total contact ownership.
An awareness of the core help desk processes and best practices used in service and support centers.
Valuable active listening skills and effective communication strategies.
Proven techniques for improving customer interactions.
Effective support center strategies for managing difficult customers.
Delivery:
eLearning
Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of
specific need. Participants can train from any computer with Internet access, and the course takes about 10-12 hours
to complete.
Learn virtually anytime, anyplace, and at any pace.
Online training is the most cost effective means for employees to achieve certification particularly for companies
with remote employees or multiple office locations.
Ramp up employees quickly. Courses can be activated in as short as 24 hours.
Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the customer service
domain.
Certification:
This certification verifies that front-line technical support professionals possess the knowledge and skills required to
provide quality service and support. It ensures they understand service management processes and best practices,
while providing a competitive edge for career advancement.

Service Management

Business Alignment
Module 3: Service Delivery Methods and Technology

Module 4: Support Center Processes and Operations

Service Delivery Methods

Best Practices for IT Service Management

Telephony Systems

ITIL Service Support

Service Management Systems

Security Management
Knowledge Management
Quality Assurance

Module 5: Call Handling Procedures

Module 6: Communication Skills

Total Contact Ownership

Communication Process

Procedures for Call Handling

Cultural Sensitivity

Service Management Systems

Vocal Elements
Active Listening
Incident Documentation
Writing Skills

Module 7: : Problem-Solving and Troubleshooting Skills

Module 8: Maximizing Effectiveness

Problem-Solving and Types of Thinking

Your Customers Psychological Needs

Questioning Skills

Handling Conflict

Solve Incidents with IMPACT

Handling Difficult Customer Behaviors

Additional Customer Service Skills

Stress Management

Root Cause Analysis

The Power of a Service Attitude


Managing Your Time
Managing Your Career

Ordering Options:
Description

Code

HDI Support Center Analyst eLearning course

ISM4210E

HDI Support Center Analyst Exam Online

ISM4210XO

HDI Support Center Analyst Sample Exam

ISM4210-REF

www.itpreneurs.com

245

HDI Desktop Support Technician


Certificate: HDI Desktop Support Technician (HDI-DST)
Duration: 2 days
Course Delivery: (Virtual) Classroom

Course ID: ISM4220


Language: English

Course Description:
Desktop support professionals spend much of the day visiting customers at their workstations or home offices,
providing technical support for many desktop systems.
HDI Desktop Support Technician (HDI-DST) training focuses on key support center processes and concepts to
improve overall support operations, as well as customer service and interpersonal skills that improve the customers
experience.
Audience:
Technical support professionals who provide in-person support to internal employees, remote workers, or external
customers and require skills specific to this unique form of customer contact.
Individuals who are preparing for the HDI Desktop Support Technician certification exam.
Learning Objectives:
Proven techniques for improving on-site customer interaction.
How service level agreements impact workflow and prioritization of requests.
Seven key steps for effective root cause analysis.
The ITIL processes of incident, problem, change, release, asset, and configuration management.
An overview of security management and knowledge management.
Essential time management and problem-solving skills.
Effective strategies for managing difficult customers.
Delivery:
Classroom
Facilitated by a faculty member, this two-day course allows learners to actively participate in exercises and
discussions, as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
Virtual Classroom
These scheduled courses provide learners with live, instructor-led training delivered by HDI faculty. Using web
conferencing software and an audio bridge, they interact with the instructor without ever leaving their desk.
Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.
Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the customer service
domain.

Service Management

Certification:
This certification verifies that professionals in the desktop support technician role possess the knowledge of
customer service and service management processes, as well as the necessary best practices, to provide high quality
service and support at the desk-side.
About the Examination:
The certification exam is based on the HDI Desktop Support Technician (HDI-DST) Certification Standard and is delivered online
through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is
required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate
from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification
exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Course Outline
Module 1: Support Center Overview

Module 2: Strategic Framework

The Evolution the Support Center

Strategic Perspective

The Role of Desktop Support Technician

Service Level Agreement

The Support Centers Role in the Business

Standard Operating Procedures


Business Alignment

Module 3: Service Delivery Methods and Technology

Module 4: Support Center Processes

Service Delivery Methods

IT Service Management

Telephony Systems

ITIL Service Support

Service Management Systems

Security Management
Knowledge Management
Quality Assurance

Module 5: Customer Management Skills

Module 6: Communication Skills

Total Contact Ownership

The Communication Process

Procedures for Call Handling

Cultural Sensitivity

Procedures for On-Site Visits

Vocal Elements
Active Listening
Body Language
Incident Documentation
Writing Skills

Module 7: Problem-Solving and Troubleshooting Skills

Module 8: Maximizing Effectiveness

Problem-Solving and Types of Thinking

Your Customers Psychological Needs

Questioning Skills

Handling Conflict

Solve Incidents with IMPACT

Difficult Customer Behaviors

Additional Customer Service Skills

Stress Management

Root Cause Analysis

The Power of a Service Attitude


Managing Your Time

Ordering Options:
Description

Code

HDI Desktop Support Technician (2 day)

ISM4220

HDI Desktop Support Technician Exam Online

ISM4220XO

HDI Desktop Support Technician Sample Exam

ISM4220-REF
www.itpreneurs.com

247

HDI Desktop Support Technician eLearning


Certificate: HDI Desktop Support Technician (HDI-DST)
Duration: 10-12 hours
Course Delivery: eLearning

Course ID: ISM4420E


Language: English

Course Description:
Desktop support professionals spend much of the day visiting customers at their workstations or home offices,
providing technical support for many desktop systems. HDI Desktop Support Technician (HDI-DST) training focuses
on key support center processes and concepts to improve overall support operations, as well as customer
service and interpersonal skills that improve the customers experience.
Audience:
Technical support professionals who provide in-person support to internal employees, remote workers, or external
customers and require skills specific to this unique form of customer contact.
Individuals who are preparing for the HDI Desktop Support Technician certification exam.
Learning Objectives:
Proven techniques for improving on-site customer interaction.
How service level agreements impact workflow and prioritization of requests.
Seven key steps for effective root cause analysis.
The ITIL processes of incident, problem, change, release, asset, and configuration management.
An overview of security management and knowledge management.
Essential time management and problem-solving skills.
Effective strategies for managing difficult customers.
Delivery:
eLearning
Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas
of specific need. They can train from any computer with Internet access, and the course takes about 10-12 hours to
complete.
Learn virtually anytime, anyplace, and at any pace.
Online training is the most cost effective means for employees to achieve certification particularly for companies
with remote employees or multiple office locations.
Ramp up employees quickly. Courses can be activated in as short as 24 hours.
Prerequisites:
There are no formal prerequisites; it is recommended that participants have experience in the customer service
domain.
Certification:
This certification verifies that professionals in the desktop support technician role possess the knowledge of customer
service and service management processes, as well as the necessary best practices, to provide high quality service
and support at the desk-side.

Service Management

About the Examination:


The certification exam is based on the HDI Desktop Support Technician (HDI-DST) Certification Standard and is
delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be
added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an
HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building
opportunities for the attendees.
Course Outline
Module 1: Support Center Overview

Module 2: Strategic Framework

The Evolution the Support Center

Strategic Perspective

The Role of Desktop Support Technician

Service Level Agreement

The Support Centers Role in the Business

Standard Operating Procedures


Business Alignment

Module 3: Service Delivery Methods and Technology

Module 4: Support Center Processes

Service Delivery Methods

IT Service Management

Telephony Systems

ITIL Service Support

Service Management Systems

Security Management
Knowledge Management
Quality Assurance

Module 5: Customer Management Skills

Module 6: Communication Skills

Total Contact Ownership

The Communication Process

Procedures for Call Handling

Cultural Sensitivity

Procedures for On-Site Visits

Vocal Elements
Active Listening
Body Language
Incident Documentation
Writing Skills

Module 7: Problem-Solving and Troubleshooting Skills

Module 8: Maximizing Effectiveness

Problem-Solving and Types of Thinking

Your Customers Psychological Needs

Questioning Skills

Handling Conflict

Solve Incidents with IMPACT

Difficult Customer Behaviors

Additional Customer Service Skills

Stress Management

Root Cause Analysis

The Power of a Service Attitude


Managing Your Time

Ordering Options:
Description

Code

HDI Desktop Support Technician eLearning

ISM4220E

HDI Desktop Support Technician Exam Online

ISM4220XO

HDI Desktop Support Technician Sample Exam

ISM4220-REF

www.itpreneurs.com

249

HDI Support Center Team Lead


Certificate: HDI Support Center Team Lead (HDI-SCTL)
Duration: 2 days
Course Delivery: Classroom

Course ID: ISM4310


Language: English

Course Description:
Support center team leads serve as the communication link between the team and the
manager as well as the first point of internal escalation for the customer. HDI Support Center Team Lead (HDI-SCTL)
training ensures that participants learn how to deliver exceptional customer support, promote process improvement,
coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for
support professionals who need to develop fundamental management and leadership skills.
Audience:
Technical support professionals who must understand support center processes and best practices and master
important daily functions like quality assurance monitoring, coaching, and escalation.
Individuals who are preparing for the HDI Support Center Team Lead certification exam.
Learning Objectives:
Essential team lead management and leadership skills.
The importance of service level agreements, and operating level agreements.
The ITIL processes of incident, problem, change, release, asset, and configuration management
An overview of security management and knowledge management.
Strategies for managing conflict.
The essentials of people management: hiring, scheduling, evaluating, and retaining employees
An eight-step method for effective coaching.
Proven team-building and motivational techniques.
Essential performance metrics and key performance indicators.
Delivery:
Classroom
Facilitated by a faculty member, this two-day course allows learners to actively participate in exercises and
discussions, as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
Prerequisites:
There are no formal prerequisites.
Certification:
This certification verifies that support professionals in a team lead or supervisor role possess the fundamental
management and leadership skills necessary to provide operational support to the organization and the coaching
skills to promote staff development.

Service Management

About the Examination:


The certification exam is based on the HDI Support Center Team Lead (HDI-SCTL) Certification Standard and is
delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be
added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an
HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building
opportunities for the attendees.
Course Outline
Module 1: Support Center Overview

Module 2: Business Planning and Strategy

The Evolution the Support Center


The Role of the Support Center
The Role of the Team Lead
Management Functions
Managing Relationships

Strategy of a Support Center


Service Level Agreements
Standard Operating Procedures
Business Alignment

Module 3: Support Center Processes

Module 4: Service Delivery Methods and Technology

IT Service Management

Service Delivery Methods

ITIL Service Support

Telephony Systems

Security Management

Service Management Systems

Knowledge Management
Module 5: Recruitment and Training

Module 6: Communication and Coaching

People Management

Communication Skills

Recruitment

Cultural Sensitivity

Sourcing

Emotional Intelligence

Training

Managing Conflict
Coaching

Module 7: Teamwork and Retention

Module 8: Quality Assurance and Marketing

Teamwork

Quality Assurance

Motivation

Performance Reporting

Performance Management

Marketing the Support Center

Retention
Ordering Options:
Description

Code

HDI Support Centre Team Lead (2 days)

ISM4310

HDI Support Centre Team Lead Exam Online

ISM4310XO

HDI Support Centre Team Lead Sample Exam

ISM4310-REF

www.itpreneurs.com

251

HDI Support Center Team Lead eLearning


Certificate: HDI Support Center Team Lead
Duration: 10-12 hours
Course Delivery: eLearning

Course ID: ISM4310E


Language: English

Course Description:
Support center team leads serve as the communication link between the team and the
manager as well as the first point of internal escalation for the customer. HDI Support Center Team Lead (HDI-SCTL)
training ensures that participants learn how to deliver exceptional customer support, promote process improvement,
coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for
support professionals who need to develop fundamental management and leadership skills.

About the Examination:


The certification exam is based on the HDI Support Center Team Lead (HDI-SCTL) Certification Standard and is
delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be
added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an
HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building
opportunities for the attendees.
Course Outline
Module 1: Support Center Overview

Module 2: Business Planning and Strategy

The Evolution the Support Center

Strategy of a Support Center

Audience:
Technical support professionals who must understand support center processes and best practices and master
important daily functions like quality assurance monitoring, coaching, and escalation.
Individuals who are preparing for the HDI Support Center Team Lead certification exam.

The Role of the Support Center

Service Level Agreements

The Role of the Team Lead

Standard Operating Procedures

Management Functions

Business Alignment

Learning Objectives:
Essential team lead management and leadership skills.
The importance of service level agreements, and operating level agreements.
The ITIL processes of incident, problem, change, release, asset, and configuration management.
An overview of security management and knowledge management.
Strategies for managing conflict.
The essentials of people management: hiring, scheduling, evaluating, and retaining employees.
An eight-step method for effective coaching.
Proven team-building and motivational techniques.
Essential performance metrics and key performance indicators.

Module 3: Support Center Processes

Module 4: Service Delivery Methods and Technology

IT Service Management

Service Delivery Methods

ITIL Service Support

Telephony Systems

Security Management

Service Management Systems

Delivery:
eLearning
Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas
of specific need. They can train from any computer with Internet access, and the course takes about 10-12 hours to
complete.
Learn virtually anytime, anyplace, and at any pace.
Online training is the most cost effective means for employees to achieve certification particularly for companies
with remote employees or multiple office locations.
Ramp up employees quickly. Courses can be activated in as short as 24 hours.
Prerequisites:
There are no formal prerequisites.
Certification:
This certification verifies that support professionals in a team lead or supervisor role possess the fundamental
management and leadership skills necessary to provide operational support to the organization and the coaching
skills to promote staff development.

Service Management

Managing Relationships

Knowledge Management
Module 5: Recruitment and Training

Module 6: Communication and Coaching

People Management

Communication Skills

Recruitment

Cultural Sensitivity

Sourcing

Emotional Intelligence

Training

Managing Conflict
Coaching

Module 7: Teamwork and Retention

Module 8: Quality Assurance and Marketing

Teamwork

Quality Assurance

Motivation

Performance Reporting

Performance Management

Marketing the Support Center

Retention
Ordering Options:
Description

Code

HDI Support Centre Team Lead eLearning

ISM4310E

HDI Support Centre Team Lead Exam Online

ISM4310XO

HDI Support Centre Team Lead Sample Exam

ISM4310-REF

www.itpreneurs.com

253

Certification:
This certification verifies that the support center manager possesses the knowledge of best and common practices
necessary to successfully manage the operational and tactical components of a support organization while strategically
aligning with the needs of the business.

HDI Support Center Manager


Certificate: HDI Support Center Manager (HDI-SCM)
Duration: 3 days
Course Delivery: (Virtual) Classroom

Course ID: ISM4320


Language: English

Course Description:
Support center managers are responsible for executing the operational and tactical plans of the support organization while
satisfying customer and business needs. HDI Support Center Manager (HDI-SCM) training explores how the support centers
strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes,
workforce management, and support center marketing. Designed for both new and experienced support center managers,
this course helps support center managers satisfy operational demands and build a support center that aligns with the
organization, adds value to the business, and delivers on its commitments.
Audience:
Experienced technical support professionals who must manage all day-to-day functions as well as master critical
performance, and customer service strategies.
Individuals who are preparing for the HDI Support Center Manager certification exam.
Learning Objectives:
Characteristics of an effective support center manager.
How to create service level agreements, operational level agreements, and standard operating procedures in support of a
service catalog.
The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and return on investment.
The relationships between IT service management processes.
The difference between and the importance of strategic, tactical, and operational planning.
Benefits and challenges of self-service technologies.
Processes for building and managing effective security policies.
Staffing models.
The value of outsourcing.
Tactics for screening, hiring, training, and managing high-performance teams.
The metrics and key performance indicators essential to performance reporting.
Delivery: Classroom
Facilitated by a faculty member, this three-day course allows learners to actively participate in exercises and
discussions as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
Virtual Classroom
These scheduled courses provide learners with live, instructor-led training delivered by HDI faculty. Using web
conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.
Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.
Prerequisites:
There are no formal prerequisites.
Service Management

About the Examination:


The certification exam is based on the HDI Support Center Manager (HDI-SCM) Certification Standard and is delivered
online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score
will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to
signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an
HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building
opportunities for the attendees.
Course Outline
Module 1: The Support Center

Module 2: Effectively Managing Your Support Center

Past, Present and Future

Support Center Manager Roles and Responsibilities

Successful Support Centers

Your Role as a Manager

Module 3: Support Center Strategic Management

Your Role as a Support Center Leader

The Strategic Perspective

Code of Conduct and the Support Center

Building Your Support Center Strategy

Effective Communication for a Manager

Key Elements of Vision and Mission Statements

Communicating Across Cultures

The Support Center as Business

Conflict Resolution and Negotiations

IT Financial Management

Managing Stress

Quantifying Costs

Managing Time

Metrics, Benchmarks, and KPIsA Primer

Building Your Team

Module 5: Developing Support Center Processes

Managing Organizational Change

Foundations of Support Center Processes

Module 4: Support Center Operations Management

Service Level Management

How is Support Center Infrastructure Determined?


Service Delivery Methods
Telephone Infrastructure
Self-Healing Technologies
Selecting Your Support Centers Technology

SLAs, OLAs, SOPs, and UCs


Module 6: Service Support Processes
Support and Restore
Control and Release
Service Delivery

Module 8: Managing the Support Center Team

Module 7: Metrics and Quality Assurance

People Management

Evaluating Support Center Processes

Workforce Management Performance Management

Collecting, Analyzing and Reviewing Data

Staffing

Professional Development

Quality Assurance Programs

Sourcing

Coaching

Measuring Customer Satisfaction


Continuous Improvement
Quality Assurance Tools and Methods

Recruitment

Training

Retention

Module 9: Marketing the Support Center

Ordering Options:
Description

Code

HDI Support Centre Manager (3 days)

ISM4320

HDI Support Centre Manager Exam Online

ISM4320XO

HDI Support Centre Manager Sample Exam ISM4320-REF

Why Market the


Support Ce nter

How to Market the Support


Center

Benefits of Marketing
the Support Center

Challenges of Marketing the


Support Center
Marketing Opportunities

www.itpreneurs.com

255

Course Outline

HDI Desktop Support Manager


Certificate: HDI Desktop Support Manager (HDI-DSM)
Duration: 3 days
Course Delivery: Classroom

Course ID: ISM4330


Language: English

Course Description:
Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers,
and just about anything for which the company plans to provide face-to-face desktop support. The desktop support
manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer
and business needs. Designed for both new and experienced desktop support managers, this course helps desktop
support managers satisfy operational demands and build a support center that aligns with the organization, adds
value to the business, and delivers on its commitments.

Module 1: Desktop Support

Module 2: Strategy

The Evolution of Support

Strategic Perspective

Support Center Maturity

Business Alignment

Successful Desktop Support

SWOT

Module 3: IT Financial Management

Module 4: Technology and Service Support

IT Financial Management

Service Desk Infrastructure

Cost, Value, and ROI

Telephony Infrastructure
Desktop Support Delivery Methods
Service Management Systems
Selecting Service Desk Technology

Module 5: Service Level Management

Module 6: Metrics and Quality Assurance

Service Level Management

Desktop Support Metrics


Data Sources
Baselining and Benchmarking
Performance Reporting

Audience:
Experienced technical support professionals who must manage day-to-day functions of desktop support, as well as
master critical performance and customer service strategies.
Individuals who are preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam.
Learning Objectives:
Characteristics of an effective desktop support manager
How to create and deliver on service level agreements and operating level agreements
How to align desktop support services with business strategy, objectives, and processes
The importance of the relationships among IT service management processes
Tactics for screening, hiring, training, and leading high-performance teams
How to create an internal marketing culture to promote your desktop support services
The metrics and key performance indicators essential to desktop support performance reporting
Delivery:
Classroom
Facilitated by a faculty member, this three-day course
allows students to actively participate in exercises and
discussions as well as network with peers from other
companies.
Maintain adequate coverage in your support center
by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and
learning from real-world experiences.

Prerequisites:
There are no formal prerequisites.
Certification:
This certification verifies that the desktop support manager
possesses the knowledge of best and common practices
necessary to successfully manage the operational and
tactical components of a support organization while
strategically aligning with the needs of the business.

About the Examination:


The certification exam is based on the HDI Desktop Support Manager (HDI-DSM) Certification Standard and is
delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent
is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a
certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and
business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI
certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for
the attendees.
Service Management

Quality Assurance Programs


Measuring Customer Satisfaction
Measuring Employee Satisfaction
Module 7: Desktop Support Processes

Module 8: Leadership

Best Practices for Support

Your Responsibilities as a Desktop Support Manager

IT Service Management

Your Role as Leader

The Service Desk

Manage Operations Effectively

Service Operations

Emotional Intelligence

Service Design

Communication

Service Transition

Influence & Motivate

Knowledge Management

Integrity & Service Ethics Growth

Module 9: Workforce Management

Module 10: Training and Retention

Workforce Management

Fostering Relationships

Staffing Models

Teamwork

Scheduling

Coaching

Sourcing

Peer Mentoring

Recruitment

Training
Rewards, Motivation, Retention
Performance Management
Career Development Planning

Module 11: Promoting Desktop Support


What is Marketing? - Creating Internal Marketing - Culture Marketing Opportunities
Ordering Options:
Description

Code

HDI Desktop Support Manager (3 days)

ISM4330

HDI Desktop Support Manager Exam Online

ISM4330XO

HDI Desktop Support Manager Sample Exam

ISM4330-REF

www.itpreneurs.com

257

About the Examination:


The certification exam is based on the HDI Support Center Director (HDI-SCD) Certification Standard and is delivered
online through the HDI Learning Center.

HDI Support Center Director


Certificate: HDI Support Center Director (HDI-SCD)
Duration: 3 days
Course Delivery: Classroom

Course ID: ISM4340


Language: English

Course Description:
Gaining the support of senior management and effectively communicating the pivotal
role of the support center are crucial to any support operations success. For these
reasons, support center directors must serve as support leaders and strategically align the support center with the
organization.
HDI Support Center Director (HDI-SCD) training focuses on the development and execution of strategic plans that
will take the organization to the next level. Participants discover how to realize greater return on investment, develop
and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.
Audience:
Seasoned technical service and support leaders who are responsible for their organizations overall service delivery
and provide strategic direction, financial accountability, and performance reporting.
Individuals who are preparing for the HDI Support Center Director certification exam.
Learning Objectives:
Assessment strategies for support center maturity.
How to quantify your support centers value and maximize return on investment.
Twelve-step process and decision matrix for selecting technologies and vendors.
The requirements of an effective service catalog.
How to align support strategies with business goals and objectives.
Knowledge management processes that can save you time and money.
Strategies for workforce management, coaching, team building, and succession planning.
How to justify a service improvement project with a business case.
Valuable reporting tools: balanced scorecard, morning report, and executive brief.
Selecting the right leading and lagging indicators.
Delivery:
Classroom
Facilitated by a faculty member, this three-day course allows learners to actively participate in exercises and
discussions, as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
Prerequisites:
There are no formal prerequisites.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be
added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an
HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building
opportunities for the attendees.
Course Outline
Module 1: Executive Leadership

Module 2: Business Planning and Strategy

The Role of the Support Center Director

Building the Strategy

Support Center Maturity

SWOT

Managing as a Business

IT Financial Management

Best Practices and Frameworks

Cost, Value, and Return on Investment


Managing Expectations

Module 3: Support Center Processes

Module 4: Tools and Technology

IT Service Management

Technology Strategies

ITIL Service Support

Determining Technology Needs

ITIL Service Delivery

Managing Vendor Relationships

Knowledge Management
Module 5: Metrics and Quality Assurance

Module 6: People Management

Operational Metrics

Sourcing Strategies

Performance Reporting

Workforce Management

Continuous Improvement

Team Building

Module 7: Organizational Development

Module 8: Marketing the Support Center

Managing Organizational Change

Promoting Value

Global Awareness and Diversity

Successful Marketing

Service Ethics
Module 9: Creating a Business Case
The Purpose of a Business Case
The Anatomy of a Business Case
Presenting the Business Case
Ordering Options:
Description

Code

HDI Support Centre Director (3 days)

ISM4340

HDI Support Centre Director Exam Online

ISM4340XO

HDI Support Centre Director Sample Exam

ISM4340-REF

Certification:
This certification verifies that the support center director possesses the knowledge of service management best
and common practices necessary to strategically align their department with organizational goals, gain senior
management support for service improvements, and promote the support center value.
Service Management

www.itpreneurs.com

259

Knowledge Management Foundations:


KCSSM Principles
Certificate: Knowlege-Centered Support Principles (KCS)
Duration: 3 days
Course Delivery: Classroom

Course ID: ISM4320


Language: English
Credits:

Course Description:
Knowledge-Centered Support (KCS), developed by the Consortium for Service
Innovation, is a methodology and a set of processes and practices that leverage
knowledge as a key asset of the support organization. KCS is proven to allow service and support organizations to
significantly improve service levels to customers, gain operational efficiencies, and increase the organizations value to
the company through
knowledge management.
This course will provide support center supervisors, managers, and directors with a set of practical steps for capturing,
storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting
Knowledge-Centered Support that creates and maintains knowledge as a by-product of the incident management
process. This course aligns with the KCS Practices Guide v5.3.
Audience:
Support professionals and project managers who want actionable steps to improve time-to-resolve and reduce
expense by utilizing a knowledge management program.
Individuals who are preparing for the Knowledge-Centered Support Principles certification exam.

About the Examination:


The certification exam is based on the Knowledge Management Foundations: KCS Principles Certification Standard and is delivered
online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required
to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI
acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification
exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Course Outline
Module 1: What Is Knowledge-Centered Support?

Module 2: : The Knowledge-Centered

Support Model
What Is Knowledge-Centered Support?

Understanding KCS

What Led to the Development of KCS?

The KCS Process

Why Do You Need KCS?


What Are the Benefits of KCS?
How Does KCS Align with ITSM?
Module 3: Aligning KCS with the Business

Module 4: Content Vitality

Aligning Business Goals and Objectives

What Is Content Vitality?

Providing Value with KCS

The Content Standard

KCS Return on Investment

The Content Migration Process


Knowledge Monitoring

Module 5: KCS Roles and Responsibilities

Module 6: The KCS Workflow

Who Are the Typical Players in KCS?

What Is Workflow?

What Is the KCS Competency Model?

What Is Structured Problem Solving?

Learning Objectives:
How to efficiently create and maintain quality, easy-to-find content in the knowledge base.
A process for monitoring the quality of knowledge.
Ways to motivate staff to use the knowledge base and to effectively assess individual and team contributions.
How you can minimize or eliminate the need for a knowledge engineering function.
How to articulate the value of knowledge management practices for your organization.
A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return.
How to align your knowledge management strategy with ITIL implementation.
How to identify and avoid the common pitfalls associated with knowledge management.

Defining Roles and Competencies

Workflow and Technology

Delivery:
Classroom
Facilitated by a faculty member, this three-day course
allows learners to actively participate in exercises and
discussions, as well as network with peers from other
companies.
Maintain adequate coverage in your support center by
staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and
learning from real-world experiences.

Service Management

Prerequisites:
There are no formal prerequisites.

Process Integration
Module 7: Performance Assessment

Module 8: Leadership and Motivation

The KCS Competency Model

Leadership

Performance Assessment

Motivation

Rewards and Recognition

Defining Purpose

Feedback and Reputation Model

Promoting Teamwork

Module 9: Communication

Module 10: Technology

Communication

Functional Requirements

Key Messaging and Elevator Pitches

KCS Verified

Handling Questions and Objections


Delivery Options
Module 11: The KCS Adoption Road Map

Certification:
This certification verifies that support center
professionals possess the understanding of the
Knowledge-Centered Support (KCS SM) methodology, a
set of processes/practices that leverage knowledge as a
key asset of the support organization. Additionally, this
certification validates that they know how to implement
the practical steps for capturing, structuring, and
successfully reusing knowledge through the knowledge
management process.

The KCS Adoption Program

Implementation Strategy

Adoption Roles

Investment In People, Process, and Technology

Marketing Opportunities

Critical Success Factors

Ordering Options:
Description

Code

Knowledge Management Foundations: KCS Principles (3 days)

ISM4230

Knowledge Management Foundations: KCS Principles Exam Online

ISM4230XO

Knowledge Management Foundations: KCS Principles Sample Exam

ISM4230-REF

www.itpreneurs.com

261

Knowledge-Centered Support Fundamentals


Certificate: Knowledge-Centered Support Fundamentals
Duration: 1 day
Course Delivery: (Virtual) Classroom

Course ID: ISM4240


Language: English
Credits:

Course Description:
Organizations that leverage knowledge and manage it effectively can reduce costly mistakes,
accelerate the absorption and distribution of new ideas, and eliminate redundant work. A thriving knowledge
management program, one that successfully captures, structures, and reuses information, is a vital component of top
performing companies and often provides them with a competitive advantage.
The Knowledge-Centered Support Fundamentals course provides support center supervisors,
managers, and directors with an awareness of knowledge management best practices. Additionally,
participants are introduced to fundamental concepts of the Knowledge-Centered Support
(KCSSM) methodology. This course can also be used to build internal support for a new knowledge
management initiative.
Audience:
Technical support or business professionals who want a fundamental understanding of the benefits and processes
associated with a knowledge management initiative.
Learning Objectives:
Knowledge management best practices.
Knowledge-Centered Support concepts and methodology.
The value and benefits of adopting Knowledge-Centered Support.
Delivery:
Classroom
Facilitated by a faculty member, this one-day, public course allows learnerss to actively participate in exercises and
discussions, as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.

Certification:
This certification is for those individuals who want to demonstrate that they understand KCS practices and how they
provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the
organization.
About the Examination:
The certification exam is based on the Knowledge-Centered Support Fundamentals Certification Standard and is
delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may
be added to signature blocks and business cards.Our courses are developed from the certification standards and
are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the
certification standards and provide skills-building opportunities for the attendees.
Course Outline
Session 1: What is KnowledgeCentered Support and Why Do We
Need It?

Session 2

Session 3

The History of Knowledge-Centered

The Knowledge-Centered Support


Model

Wrapping Up the KCS Methodology

Support (KCS)

The Double Loop Process Model

Performance Assessment

The Concepts of KCS

Capture in the Workflow

Leadership

The Benefits of KCS

Structure for Reuse

Return on Investment

Proactive versus Reactive Knowledge


Management

Searching is Creating

Conclusion Registe

Just-in-time Solution Quality


Workflow
Content Vitality

Ordering Options:
Description

Code

Knowledge Centre Support


Fundamentals (1 day)

ISM4240

Virtual Classroom
These scheduled courses provide participants with live, instructor-led training delivered by HDI faculty. Using web
conferencing software and an audio bridge, they interact with the instructor without ever leaving their desk.
Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.
Prerequisites:
There are no formal prerequisites.

Service Management

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Knowledge-Centered Support Fundamentals


Certificate: Knowledge-Centered Support
Fundamentals
Duration: 5-6 hours
Course Delivery: eLearning

Course ID: ISM4240E


Language: English
Credits:

Course Description:
Organizations that leverage knowledge and manage it effectively can reduce costly mistakes,
accelerate the absorption and distribution of new ideas, and eliminate redundant work. A thriving knowledge
management program, one that successfully captures, structures, and reuses information, is a vital component of top
performing companies and often provides them with a competitive advantage.
The Knowledge-Centered Support Fundamentals course provides support center supervisors,
managers, and directors with an awareness of knowledge management best practices. Additionally,
participants are introduced to fundamental concepts of the Knowledge-Centered Support
(KCSSM) methodology. This course can also be used to build internal support for a new knowledge
management initiative.

About the Examination:


The certification exam is based on the Knowledge-Centered Support Fundamentals Certification Standard and is
delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80
percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing
score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may
be added to signature blocks and business cards.Our courses are developed from the certification standards and
are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the
certification standards and provide skills-building opportunities for the attendees.

Course Outline
Session 1: What is KnowledgeCentered Support and Why Do We
Need It?

Session 2

Session 3

The History of Knowledge-Centered

The Knowledge-Centered Support


Model

Wrapping Up the KCS Methodology

Support (KCS)

The Double Loop Process Model

Performance Assessment

The Concepts of KCS

Capture in the Workflow

Leadership

The Benefits of KCS

Structure for Reuse

Return on Investment

Proactive versus Reactive Knowledge


Management

Searching is Creating

Conclusion Registe

Just-in-time Solution Quality


Workflow

Audience:
Technical support or business professionals who want a fundamental understanding of the benefits and processes
associated with a knowledge management initiative.

Content Vitality
Ordering Options:

Learning Objectives:
Knowledge management best practices.
Knowledge-Centered Support concepts and methodology.
The value and benefits of adopting Knowledge-Centered Support.

Description

Code

Knowledge Centre Support


Fundamentals eLearning

ISM4240E

Delivery:
eLearning
Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas
of specific need. They can train from any computer with Internet access, and the course takes about 5-6 hours to
complete.Maintain adequate coverage in your support center by staggering training dates.
Learn virtually anytime, anyplace, and at any pace.
Online training is the most cost effective means for employees to achieve certification particularly for companies
with remote employees or multiple office locations.
Ramp up employees quickly. Courses can be activated in as short as 24 hours.
Prerequisites:
There are no formal prerequisites.
Certification:
This certification is for those individuals who want to demonstrate that they understand KCS practices and how they
provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the
organization.

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Process
Improvement
TIPA
Quality Management
Process Improvement
Process Maturity Assessment
TIPA (Tudor IT Process Assessment) is the result of seven years dedicated
research by CRP Henri Tudor in Luxembourg. ITpreneurs acts as the official
partner for TIPA training and delivery, as well as managing the official TIPA
membership scheme. TIPA for ITIL offers a vendor-neutral and structured
framework for process assessment with the purpose of achieving
continuous improvement of ITSM processes. TIPA for ITIL provides an
organization with an objective and structured view of the current
maturity level of its ITSM practices.

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Process
Improvement

TIPA
TIPA is an internationally-recognized framework that
uses the principles of the ISO/IEC 15504 standard for
IT process assessment within an organization. The
framework offers a turnkey solution to determine the
maturity levels of IT processes that are aligned with
IT best practices such as ITIL and enables process
improvements.
TIPA provides an organization with an objective, vendorneutral and structured view of the current maturity
level of its ITSM practices and helps the organization
to identify its strengths, weaknesses and improvement
areas, set the objectives for an improvement initiative,
and monitor the progress and demonstrate the merits of
improvement actions

TIPA Membership
Professional Membership
Organizational Membership

Courses and Certifications


TIPA Assessor for ITIL
TIPA Lead Assessor

Process Improvement

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TIPA
Membership

Professional Membership
Professional Membership is open to professionals who have successfully completed the TIPA Assessor or TIPA Lead
Assessor certification exam. These individuals have demonstrated that they have developed the competencies and
skills necessary to use TIPA professionally, and want to continue to be engaged with the TIPA framework.
Any individual who becomes officially certified as an Assessor becomes automatically eligible for TIPA Professional
Membership. Upon successful certification, the individual will be invited to register as a TIPA Professional Member,
allowing them to license the TIPA toolbox and receive services such as recognition on the website and updates to the
latest updates of the toolbox and the framework.
Professional Membership Fee:
The professional membership fee covers the cost of the provision of membership and certification services. To
maintain the certification and ensure continued services, the membership has to be renewed annually.
Note: Professional members can perform TIPA assessments only within their own organizations. To offer TIPA
assessment services externally, the organizations have to license TIPA for commercial use, i.e., become an
Organizational Member.

Organizational Membership
Consulting Use License (formerly Organizational Membership)
The TIPA consulting use license is designed to recognize and support organizations that wish to use the TIPA
framework for commercial purposes. Examples of consulting use licensees are consulting firms, IT Service Providers
and software development firms.
Membership allows an organization to benefit from the widespread adoption of TIPA. Licensees are organizations that
plan to make available a commercial offering based on the TIPA framework or plan to use TIPA in the development of
a commercial offering. A commercial offering typically takes form as a service (assessment/consultation).
For an organization to be able to apply for a consulting use license and offer a commercial service/product,
which includes the TIPA framework, the organization must employ at least one TIPA Lead Assessor. Organizational
Membership belongs to the organization (as opposed to Professional Membership, which belongs to a certified
individual) and can be retained by the organization as reassignments occur.
Single Product Use License
The single product use license enables an organization to become the official product licensee of TIPA. This license
allows the licensee to develop a single product/software/tool aligned with TIPA for ITIL. This license allows the
software company to:
Deploy/integrate the developed tool in unlimited organizations for a period of one year
Access to inputs from the core TIPA team at agreed support rates during development/deployment phase
Right to use the TIPA trademark and logo for commercial purposes
License to use the TIPA in the software environment (including Process Assessment Model, Toolbox) and access to
TIPA material updates
Listing on the official TIPA website as a software licensee to develop TIPA compatible services/products for
commercial purposes
For more details on which fee applies to your company, please write to membership@tipaonline.org.
Process Improvement

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TIPA Assessor for ITIL


Certificate: TIPA Assessor for ITIL
Duration: 3 days
Course Delivery: (Virtual) Classroom

Course ID: PIE1310


Language: English
Credits: 21 PDUs, 27 CPEs

Course Description:
This 3-day course equips the participant with the ability to perform a process-assessment, based on the TIPA
methodology for ITIL, under the leadership of a TIPA Lead Assessor. The course enables participants to make use
of the tools provided in the TIPA toolbox, prepares participants to conduct interviews, assess and rate process or
processes, determine the current ITSM process maturity, write the assessment report, and provide recommendations
for process optimization.
During this course, participants will be optimally prepared to take and pass the TIPA Assessor for ITIL Certification
Exam and become a Certified TIPA Assessor for ITIL.
Audience:
The TIPA Assessor course will be of interest to:
Individuals who play a role in assessing and improving ITIL or ITSM processes in an organization and who would like
to know how to use TIPA to assess and improve these processes.
Individuals who participate in ITIL implementations in organizations and who are interested in understanding how
TIPA can help to measure ITIL process-maturity for capability determination (either in a supplier selection process or
as a benchmarking tool).
Individuals who are looking for a turnkey-solution for process assessment to estimate the ROI of ITIL
implementations in organizations.
Individuals who have ITIL or ISO/IEC15504 backgrounds and who want to perform the role of an assessor in a TIPA
assessment project.
Individuals seeking the TIPA Lead Assessor for ITIL certification, for which this qualification is a prerequisite.
Individuals in typical roles, but not limited to: ITIL/ITSM process owners, process managers, process designers,
architects, planners, IT process improvement consultants, internal auditors, IT quality manager, IT security
professionals and ITSM trainers involved in the ongoing management, coordination, and integration of ITIL/ITSM
processes.
Learning Objectives:
Upon completion of this course and examination, the participant will gain the following competencies:
Gain a global understanding of standard process assessment (as of ISO/IEC 15504, previously known as SPICE)
Understand the ITSM process descriptions proposed by TIPA, in relation with ITIL and ITIL.
Use the tools provided in the TIPA toolbox to perform each of the activities within the phases of the assessment
project
Understand the difference between process purpose, process outcomes, base practices, work products, process
attributes and generic practices
Use the TIPA model to conduct interviews
Rate the maturity level of processes based on the interviews against the TIPA rating scale
Perform a SWOT analysis based on evidence found as part of the assessment
Write recommendations according to the context of the organization
Write a report based on templates and structures provided by the TIPA toolbox
Explain the TIPA methodology and process model structure
Know how to apply the structure of ISO/IEC 15504 in relation to ITIL processes
Process Improvement

Prerequisites:
Candidates for this course must:
Hold an ITIL Foundation certificate
Have at least 3 years of experience working in an ITIL/ITSM environment and/or experience in process or maturity
assessment.
It is also strongly recommended that candidates:
-- Can demonstrate familiarity with IT terminology and understand the context of ITIL/ITSM in their own business
environment
-- Have exposure working in IT Service Management within a service provider environment
-- Possess any of the following additional qualifications (highly desirable): ITIL Expert, ITIL Service Manager, 10
credits accrued through ITIL intermediates
Course Organizational Logistics:
A maximum of 12 people can attend this course with one instructor; more students require a second instructor
Classroom with U-shaped seating arrangement, whiteboard, flipchart, projector
Proof of prior ITIL qualification(s) need to be provided prior to the start of the course
Course runs 8:00 A.M. 5:00 P.M. each day
Course Material provided to participant:
Participant Workbook (contains all assignments to be done in class and a practice exam)
Participant Reference Material (course contents including classroom presentations)
Annexure book (includes readings for all assignments, answers to exercises and the practice exam)
TIPA Professional Membership for Licensing the Toolbox for Assessor:
After completing the course and passing the exam, the candidate must register with TIPA (via www.tipaonline.org)
as a TIPA Professional Member, and agree to pay an annual fee that entitles him/her to license the TIPA toolbox for
Assessor, and services such as listing on the official website and yearly updates to the Assessor part of the toolbox.
Instructions on the registration process will be provided upon successful completion of the exam.
More information on membership, cost, terms: http://www.tipaonline.org/membership/professional-membership.
Please note that membership fees are not included in course or exam fees.
A certified individual automatically becomes eligible to become a TIPA Professional Member. Becoming a member is a
simple registration process that follows the certification process and provides access to the TIPA Toolbox for Assessor.
Note: Only the toolbox components used by the Assessor are shared after the TIPA Assessor for ITIL course while
registering as a TIPA Professional Member. For access to the toolbox for Lead Assessor, the professional needs to complete the
Lead Assessor certification and upgrade the membership status on the website.
About TIPA Organizational Membership:
As a Professional Member with access to the toolbox, the member can only use the TIPA framework and toolbox
within his/her own company for internal assessments. To offer assessment services commercially (i.e., to other
companies), the professional members organization must become a TIPA Organizational Member and license the
TIPA Intellectual Property and Trademark for commercial use.
Please check the page http://www.tipaonline.org/membership for information pertaining to TIPA Organizational
Membership, its benefits and the annual fee applicable, or contact membership@tipaonline.org.
About the Examination:

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In order for participants to be eligible to take the TIPA Assessor for ITIL Certification exam, they have to participate in an
accredited TIPA training course for 3 days.
The exam is a closed book exam with 8 multiple-choice, scenario-based, gradient-scored questions.
Exam duration is a maximum of 90 minutes for all candidates in English (participants whose first language is not English
have a maximum of 120 minutes to complete the exam and are allowed to use a dictionary).
Each question will have 4 possible answer options, one of which is worth 5 marks, one that is worth 3 marks, one that is
worth 1 mark, and one that is a distracter and achieves no marks.
Pass score is 28/40 or 70%

Subject

Start

End

Time Unit (in hours)

Simulation (contd)

8:00

11:30

3:30

Exam Preparation/Mock Exam

11:30 12:00

0:30

Lunch

12:00 1:00

1:00

Exam Preparation/Mock Exam

1:00

3:30

2:30

Exam

3:30

5:00

1:30

Total

8:00

Classroom Agenda:
Day 1
Subject

Start

End

Time Unit (in hours)

Course Introduction

8:00

8:30

0:30

TIPA for Process Assessment of IT Service Management


(includes Assignment 1: Service Level Management Rating of an
Interview)

8:30

10:30 2:00

Roles in the TIPA Project

10:30 11:00 0:30

Definition and Preparation Phases

11:00 12:00 1:00

Lunch

12:00 1:00

1:00

Assessment Phase
(includes Assignment 2: Understanding TIPA PAM Extract
Assignment 3: Interview Rating at LARIPS - Part 1
Assignment 4: Teach-Back Attributes
Assignment 5: Interview Rating at LARIPS - Part 2
Assignment 6: Process Ratings)

1:00

4:00

5:00

Homework (review of days material)

1:00

Total (less lunch and homework)

8:00

Day 2
Subject

Start

End

Time Unit (in hours)

Assessment Phase

8:00

8:30

0:30

Analysis Phase, includes Assignment 7: SWOTs and Recommendations

8:30

10:00

1:30

Results Presentation and Closure Phases, includes:


Assignment 8: Understanding Assessment Report
Assignment 9: Populating Assessment Report
Assignment 10: Understanding Assessment Results
Presentation Template
Assignment 11: Assessment Results Presentation)

10:00 1:30

1:30

Simulation

11:30 12:00

0:30

Lunch

12:00 1:00

1:00

Simulation (contd)

1:00

4:00

5:00

Homework (review of days material)

1:00

Total (less lunch and homework)

8:00

Day 3

Process Improvement

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TIPA Lead Assessor


Certificate: TIPA Lead Assessor
Duration: 2 days
Course Delivery: (Virtual) Classroom

Course ID: PIE1410CL


Language: English
Credits: 14 PDUs, 18 CPEs

Course Description:
This 2-day course equips the participant with the ability to lead a process-assessment project based on the TIPA
framework. The course enables participants to collaborate with executive and top management to define the scope
and plan of an assessment project, and define the project-assessment team structure. The participants will be able to
use the TIPA tools to monitor progress throughout the project lifecycle, ensure quality of the assessment and present
results and recommendations to all relevant stakeholders.
At the end of this course, participants will be optimally prepared to take and pass the TIPA Lead Assessor Exam and
become a TIPA Lead Assessor. Please note that to become a Certified TIPA Lead Assessor, evidence of experience has
to be provided to the TIPA governing body (See section, Providing Evidence of Experience on page 3).
Audience:
Note: To attend a TIPA Lead Assessor course, you must be a certified TIPA Assessor. The TIPA Lead Assessor course will be
of interest to:
Certified TIPA Assessors who have gained sufficient experience in executing TIPA assessments and would like to lead
TIPA assessment projects.
Assessors (CMMi, ISO/IEC 15504, etc.) who would like to use the TIPA methodology to lead process assessments.
Individuals who play a role in assessing and improving processes in an organization and who would like to organize
TIPA process assessment.
Individuals who participate in ITSM implementations in organizations and who are interested in organizing TIPA
assessments to measure ITSM process maturity for capability determination (either in a supplier selection process or
as a benchmarking tool).
Individuals who are looking for a turnkey-solution for process assessment to estimate the ROI of ITSM
implementations in organizations.
Individuals in typical roles, but not limited to: senior consultants, project managers, quality managers, process
owners, auditors, IT process improvement consultants.
Learning Objectives:
Upon completion of this course and examination, the participant will gain the following competencies:
Explain the TIPA assessment methodology to executive/top management and generate buy-in
Provide the cost of the assessment, using TIPA cost estimation tool (for external consultants)
Define the scope of the assessment project along with the top management representatives
Define the structure of the assessment team (roles and responsibilities) and assemble the assessment team
Provide guidance to the Assessment Coordinator and together with him/her, identify the Interviewees
Create the assessment project plan, monitor progress, send regular progress updates to key stakeholders
Define the interview plan
Review the SWOT (Strength, Weakness, Opportunity, and Threat) analysis, recommendations and reports created by
the TIPA Assessors and integrate into the Assessment Report
Present results of the assessment and recommendations to the top management
Close the project, review if objectives are met, create lessons-learned log, and plan for improvement of the ITSM
process-assessment process
Articulate, in detail, the 6 phases of the assessment project
Use all tools in the TIPA toolbox to perform any or all of the above activities
Process Improvement

Prerequisites:
Candidates for this course must:
Be a Certified TIPA Assessor
Be able to demonstrate through the provision of a resum that the individual has:
-- At least 5 years of experience in IT Service Management
-- At least 2 years of experience in process or maturity assessments in at least one of the following: ITIL, CMMi, ISO/
IEC 15504, ISO/IEC 20000, ISO 9001 or COBIT
-- At least 3 years of project management experience or equivalent experience in leading teams
It is strongly recommended that candidate has any of the following additional qualifications: ITIL Expert, ITIL Service
Manager, 10 credits accrued through ITIL intermediates
After completing the course and passing the exam, the candidate must register with TIPA (via www.tipaonline.org) as
a TIPA Professional Member. Note: As a certified TIPA Assessor for ITIL, now completing the Lead Assessor course, you
are expected to be a Professional Member in good standing.
Registering as a Professional Member entails agreeing to pay an annual fee that entitles him/her to receive license
to the TIPA toolbox for Lead Assessor, and services such as listing on the official website and yearly updates to the
complete toolbox. For more information, see http://www.tipaonline.org/membership/professional-membership.
After registration, the Lead Assessor status is granted to the candidate and the persons name will be listed on the
TIPA website as a TIPA Lead Assessor and the TIPA toolbox will be licensed to the individual. The Certified TIPA Lead
Assessor status and the corresponding certificate will be awarded once the candidate can demonstrate evidence of
experience in performing assessments as detailed below. The difference between a TIPA Lead Assessor and Certified
TIPA Lead Assessor will be indicated on the website.
Providing Evidence of Experience:
In order to adhere to the highest quality standards for TIPA Assessments, the TIPA Certification Body stipulates the
following condition be satisfied by the TIPA Lead Assessor before the status of Certified TIPA Lead Assessor is
granted:
Evidence of three TIPA assessments performed, of which two performed as Lead Assessor; covering a total of ten
process instances. Or,
Evidence of two TIPA assessments performed as Lead Assessor, if one of them is coached or supervised by a
Certified TIPA Lead Assessor; covering a total of six process instances.
The reporting will be facilitated through the TIPA member section on the official website and will include providing
the name and organization where the assessment is performed, contact details of the organizations representative,
name of Lead Assessor, name of Certified TIPA Lead Assessor (if applicable) and number of process instances assessed.
Candidates already holding one of the following qualifications do not have to report additional evidence of experience
and will be directly awarded the Certified TIPA Lead Assessor status:
ScampiTM Lead Appraiser
IntacsTM Certified Competent or Principal Assessor
IntRSATM Certified Assessor or Principal Assessor
Maintaining the Certification:
Maintaining the TIPA Lead Assessor status ensures the (ongoing) official backing of the TIPA Certification Body
(governed by the accreditor, CRP Henri Tudor) and provision of continued certification services for the individual,
such as being listed on the official site as a Lead Assessor and receiving updates to the toolbox. Renewal of the Lead
Assessor status is done by renewing the TIPA Professional Membership.

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Course Organizational Logistics:


A maximum of 12 people can attend this course with one instructor; more students require a second instructor
Classroom with U-shaped seating arrangement, whiteboard, flipchart, projector
Course runs 9:00 a.m. 6:30 p.m. each day
Course Materials Provided to Participant:
Participants receive copies of:
Student Workbook (contains all assignments to be done in class and a practice exam)
Student Reference Material (course contents including classroom presentations)
Annexure (includes readings for all assignments, and answers to exercises and the practice exam)
TIPA Professional Membership for Licensing the Toolbox for Lead Assessor:
Participants will receive all tools and Intellectual Property necessary to lead TIPA assessments after registering on
the website as a TIPA Professional Member. As a certified TIPA Assessor now taking the Lead Assessor course, the
candidate is expected to be a professional member in good standingguidance will be provided upon successful
completion of the Lead Assessor exam to upgrade membership to Lead Assessor status, pay the additional
membership fee applicable for a Lead Assessor, and download the toolbox for Lead Assessor.
More information on membership, cost, terms: http://www.tipaonline.org/membership/professional-membership
Please note that membership fees are not included in course or exam fees.
About TIPA Organizational Membership:
As a Professional Member with access to the toolbox, the member can only use the TIPA framework and toolbox within
his/her own company for internal assessments. To offer assessment services commercially (i.e., to other companies),
the professional members organization must become a TIPA Organizational Member and license the TIPA Intellectual
Property and Trademark for commercial use.
Please check the page http://www.tipaonline.org/membership for information pertaining to TIPA Organizational
Membership, its benefits and the annual fee applicable, or contact membership@tipaonline.org.
About the Examination:
In order for participants to be eligible to take the TIPA Lead Assessor certification exam, they have to participate in
an accredited TIPA training course for 2 days.
The exam is a closed book exam with 8 multiple-choice, scenario based, gradient scored questions.
Exam duration is maximum 90 minutes for all candidates in English (participants whose first language is not English
have a maximum of 120 minutes to complete the exam and are allowed to use a dictionary).
Each question will have 4 possible answer options, one of which is worth 5 marks, one that is worth 3 marks, one
that is worth 1 mark, and one that is a distracter and achieves no marks.
Pass score is 28/40 or 70%.

Process Improvement

Classroom Agenda:
Day 1
Unit

Subject

Start Time End time

Tme (in hours)

Course Introduction

9:00 A.M.

9:30 A.M.

0.5

Organization of a TIPA Assessment Project includes:


Assignment 1: TIPA Roles
Assignment 2: Categories of Tools
Assignment 3: Toolbox overview
Assignment 4: Main Outputs)

9:30 A.M.

10:30 A.M. 1.0

Responsibilities of the Lead Assessor


(includes Assignment 5: Discover Tool T4 in Toolbox)

10:30 A.M. 11:00 A.M

0.5

Definition Phase
includes Assignment 6: Select processes to be
assessed
Assignment 7: Discover Tool T2 in Toolbox
Assignment 8: Discover Tool T5 in Toolbox
Assignment 9: Discover Tool T6 in Toolbox
Assignment 10: Case study FinTRUST - Context
Discovery
Assignment 11: Discover Tool T9 in Toolbox
Assignment 12: FinTRUST - Scope Agreement
Assignment 13: Complete the workflow of the
Definition Phase

11:00 A.M. 1:30 P.M.

2.5

1:30 P.M.

2:30 P.M.

1.0

2:30 P.M.

4:45 P.M.

2.15

4:45 P.M.
Assessment and Analysis Phases
includes Assignment 20: Discover Tool T15 in Toolbox
Assignment 21: Components of the Assessment Phase
Assignment 22: Complete the workflow of the
Assessment Phase

5:30 P.M.

0.45

Lunch
Preparation Phase
includes Assignment 14: Discover Tool T11
Assignment 15: Case study FinTRUST - Prepare the
Process Rating Sheet
Assignment 16: Discover Tool T13 in Toolbox
Assignment 17: FinTRUST - Interview Plan
Assignment 18: Components of the Preparation Phase
Assignment 19: FinTRUST - Kickoff meeting

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Day 2
Unit

Subject

Start Time End time

Results Presentation Phase


Includes Assignment 23: Discover Tool T16 in Toolbox
Assignment 24: Discover Tool T17 in Toolbox
Assignment 25: FinTRUST - Overall Profile
Assignment 26: Discover Tool T18 in Toolbox
Assignment 27: FinTRUST - Results Presentation

9:00 a.m.

Assessment Closure Phase


includes Assignment 28: Discover Tool T19 in Toolbox
Assignment 29: Discover Tool T20 in Toolbox

11:15 a.m. 1:00 p.m.

0.45

Improvement Cycle

12:15 p.m. 11:00 a.m

0.5

1:30 p.m.

2:30 p.m.

1.0

Mock Exam

2:00 p.m.

3:30 p.m.

1.5

Exam

3:30 p.m.

5:30 p.m.

2.0

Total

8.5

Total (less lunch)

7.5

Lunch
9

Tme (in hours)

11:15 a.m. 2.15

This product includes TIPA, which is used by permission of the Centre de Recherche Public Henri
Tudor. All rights reserved.

Process Improvement

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Project and
Program
Management
PRINCE2
PMP
Agile/Scrum
Project Management
Simulation
ITpreneurs offers the most comprehensive Portfolio of Project and
Program Management education. High-quality competence
development courses are delivered for several frameworks and
certifications, including PRINCE2, PMI-ACP, PMP and CSM and CSPO.

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Project
and Program
Management

PRINCE2
ITpreneurs PRINCE2 courses are comprehensive, high
quality and in line with the latest version of PRINCE2.
Our courses provide an optimal mix of theory, interactive
case studies, assignments, additional reading, and exam
preparation. Delivery formats are available in a wide
variety, which provides every candidate with the optimal
preparation for passing the APMG PRINCE2 exam.
Our PRINCE2 learning tracks offer maximum flexibility
to educate groups of candidates, as these tracks can be
tailored to the specific needs of organizations.

Courses & Certifications


Prince2 Foundation Classroom
PRINCE2 Foundation eLearning
PRINCE2 Practitioner Classroom

PRINCE2 is a registered trade mark of AXELOS Limited.

Project and Program Management

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Prince2 Foundation Classroom


Certificate: PRINCE2 Foundation
Duration: 2-5 hour self-study, 3 day classroom
Course Delivery: Classroom

Course ID: PPM1210


Language: English
Credits: 21 PDUs

Course Description:
PRINCE2 (Projects IN Controlled Environments) provides common processes, management products, roles, and
language for use throughout an organizations projects. PRINCE2 is the most successful Project Management method
in the world it has become the de facto standard in both the private and public sectors.
This course is aimed at people who work, or would like to work, on projects on a daily basis. This course is designed to
provide you with that information and working-level understanding of structured Project Management, as presented
in PRINCE2. At the end of this course, you will be able to use this knowledge to manage a project and pass the APMG
PRINCE2 Foundation examination.

Course Material:
Copy of the classroom presentation material, practice exam, case study, homework, and assignments.
A PDF with pre-course reading materials that sets the scene for what you can expect from the course and allows
you to check your current level of readiness.
Optional reading material (recommended) Managing Successful Projects with PRINCE2: 2009 Edition, ISBN:
0113310595 (not included with course learner material).
Examination:
The exam is in multiple-choice format, with 75 questions per paper
Five questions are marked as trial and not counted in the score
You require 35 marks (out of 70) to pass - 50%
Agenda:
Self-Study

Classroom
Day1

Self-study pre-course materials 1. Introduction


2. Principles, Themes, and
Processes

Day2

Day3

Homework Review

10. Sample Exams

5. Quality

11. Review of Themes


Using Processes

6. Plans
Audience:
Those considering adopting PRINCE2
Project managers
Project team managers and leaders
Project coordinators
Project support staff
Project officers
Consultants and contractors
Learning Objectives:
At the end of this course, you will understand:
The principles of the PRINCE2 Project Management method
How to start, control, and close projects
How to manage quality
How to manage risk
How to deliver projects on time, within budget, and to the specified business case
How to tailor PRINCE2 to different project environments
Prerequisites:
There are no formal prerequisites
Why PRINCE2 Training Course:
ITpreneurs provides you with quality training materials and a unique learning experience. Your course workbook
includes everything you need to prepare for and successfully pass the exam. You receive pre-course reading
materials that help you understand the basics in an interactive and fun way, even before you come to the class.
PRINCE2 training courses are presented by APMG-approved instructors, who have undergone a stringent quality
assessment as part of the approval process.
Training materials are up to date and in line with the most recent version of PRINCE2 - PRINCE2:2009.
ITpreneurs works with a global network of partners to deliver PRINCE2 training courses; this means that almost
certainly, there is a partner in your area, and we can deliver courses in your language.

Project and Program Management

Lunch
3. Business Case

7. Risk

12. Review of Themes


Using Processes
(Contd.)

4. Organization

8. Change

13. (Optional) PRINCE2


Foundation Exam

9. Progress and Exam


Tips
Homework

Additional Courses of Interest:


The PRINCE2 Practitioner course will help you apply and tailor PRINCE2 to the needs and problems of a given
project scenario. This 2-day course is the logical next step after the Foundation course and is typically conducted
immediately after the Foundation course (in the same week).
The ITIL Foundation course focuses on providing knowledge and comprehension of the key concepts, structure,
terminology, and processes of ITIL. This course will help you master ITIL at the Foundation level and prepares you for
the Foundation Exam.
ITpreneurs Training Material Accreditation Status
ITpreneurs is an Accredited Training Organization for PRINCE2
Ordering Options:
Description

Code

PRINCE2 Foundation Course Material printed by ITpreneurs

PPM1210MPI

PRINCE2 Foundation Course Materials printed by partners

PPM1210MPP

PRINCE2 Foundation Course Online exam

PPM1210XO

PRINCE2 Foundation Course Paper exam

PPM1210XP

PRINCE2 Foundation Course Instructor

PPM1210I

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287

PRINCE2 Foundation eLearning


Certificate: PRINCE2 Foundation
Duration: 18-hour online, self-paced
Course Delivery: Web-based eLearning

Course ID: PPM1210E


Language: English
Credits: 18 PDUs

Course Description:
This PRINCE2 Foundation eLearning course is aimed at people who work on projects every day and who benefit
from a working-level understanding of structured project management, as presented in PRojects IN Controlled
Environments (PRINCE2). At the end of this course, you will be able to use PRINCE2 to manage a project and to pass
the APMG PRINCE2 Foundation examination.
The course provides a modular and case-study-driven approach to learning PRINCE2; the core knowledge is
structured, comprehensive and well-rounded modules. A case study runs through the course and relates PRINCE2 to
reality by presenting real-life situations and challenges.
PRINCE2 provides common processes, management products, roles, and language for use throughout an
organizations projects. PRINCE2 is the most successful project management method in the world it has become
the de-facto standard in both the private and public sectors for all types of projects.
Audience:
Those considering PRINCE2 adoption
Project Managers
Project Team Managers and leaders
Project Coordinators
Project Support Staff
Project Officers
Consultants and Contractors
Learning Objectives:
The course provides an understanding of:
The principles of the PRINCE2 project management method
How to start, control, and close projects
How to manage quality
How to manage risk
How to deliver projects on time, within budget, and to specified business case
How to tailor PRINCE2 to different project environments
Prerequisites:
There are no formal prerequisites.

Why PRINCE2 eLearning Course:


Quality content and procedures: ITpreneurs is an Accredited Training Organization for PRINCE2 and meets all the quality
conditions required for delivering consistent quality and solid PRINCE2 courses.
Learn to apply: The PRINCE2 eLearning course provides the most exciting way of learning by applying a case study
throughout the course. As a Project Manager, your services are needed to help a virtual organization manage a complex
project and apply PRINCE2 in all stages of the project.
Modular: This course provides 16 modules that can be taken at any time and at your own pace. The modules are wellrounded blocks of information, making the learning experience smooth and easy.
Classroom or eLearning: In case eLearning is not the best fit for you, alternatives are available. ITpreneurs also provides
classroom, virtual classroom, or blended learning options in various languages.
Relevant: Training materials are up to date and in line with the most recent version of PRINCE2 PRINCE2:2009.
Course Material:
Unlimited access is provided for 90 days to the PRINCE2 Foundation eLearning course via a Web browser.
Two sample exams are included in the course, allowing you to prepare for taking on the PRINCE2 Foundation
Examination.
This comprehensive training program does not require you to purchase any additional books or manuals; the content is
sufficient to prepare for and pass the exam.
A tool kit is included with sample management documents, such as a template project plan, business case document,
and so on.
Examination:
The exam is in multiple-choice format, with 75 questions per paper
Five questions are marked as trial and not counted in the score
You require 35 marks (out of 70) to pass 50%
The exam can be taken at an open exam center or under controlled conditions at your office. The ITpreneurs Exams
Team can facilitate the exam process.
Course Modules:
Module 1 Course Introduction
Module 2 Organization
Module 3 Business Case
Module 4 Risks
Module 5 Plans
Module 6 Quality
Module 7 Change
Module 8 Progress
Module 9 Starting Up
Module 10 Initiating a Project
Module 11 Directing a Project
Module 12 Managing a Stage Boundary
Module 13 Controlling a Stage
Module 14 Managing Product Delivery
Module 15 Closing a Project
Module 16 Exam Preparation Module
Ordering Options:

Project and Program Management

Description

Code

PRINCE2 Foundation eLearning Course

PPM1210E

PRINCE2 Foundation Course Online exam

PPM1210XO

PRINCE2 Foundation Course Paper exam

PPM1210XP
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289

PRINCE2 Practitioner
Certificate: PRINCE2 Practitioner
Duration: 2-day classroom
Course Delivery: (Virtual) Classroom, Exam

Course ID: PPM1310


Language: English
Credits: 14 PDUs

Description:
PRINCE2 (PRojects IN Controlled Environments) provides common processes, management products, roles, and
language for use throughout an organizations projects. PRINCE2 is the most successful Project Management method
in the world it has become the de facto standard in both the private and public sectors.
This course is aimed at people who work, or would like to work, on projects on a daily basis. It provides practical
knowledge on how to manage projects using the PRINCE2 method. Successful delegates will gain certification at the
Practitioner level.
Audience:
Those considering adopting PRINCE2:
Project Managers
Project Team Managers and Leaders
Project Coordinators
Project Support Staff
Project Officers
Consultants and Contractors
Learning Objectives:
At the end of this course, you will understand:
Understand and apply the PRINCE2 Project Management method
Understand the implications of using and implementing PRINCE2
Apply the principles of PRINCE2 to projects
Manage quality, risks, and benefits
Deliver projects on time, within budget, and to the specified business case
Tailor PRINCE2 to different project environments
Prerequisites:
PRINCE2 Foundation certification
Why PRINCE2 Training Course:
ITpreneurs provides you with quality training materials and a unique learning experience. Your course workbook
includes everything you need to prepare for and successfully pass the exam.
PRINCE2 Training courses are presented by APMG-approved instructors, who have undergone a stringent quality
assessment as part of the approval process.
Training materials are up to date and in line with the most recent version of PRINCE2 PRINCE2:2009.
ITpreneurs works with a global network of partners to deliver PRINCE2 training courses; this means that almost
certainly there is a partner in your area, and we can deliver courses in your language.

Project and Program Management

Course Material:
Copy of the classroom presentation material, practice exam, case study, homework, and assignments.
Optional reading material (recommended) Managing Successful Projects with PRINCE2: 2009 Edition, ISBN:
0113310595 (not included with course learner material). This book may be used during the Practitioner Exam.
Examination:
The exam is based on an objective testing format. You will receive nine questions, with 12 marks available per
question; all question items will be worth one mark, making the total number of marks available per paper = 108
2.5 hours allowed (no reading time has been added)
Open book exam (manual only)
59 marks (out of 108 available) required to pass 55%
Agenda:
Pre-Course

Day1

Day2

Complete Sample Exam 1

1. Introduction

4. Review/Practice Exam 2

2. Exam Tips, Exam Techniques


Lunch
3. Review/Practice Exam 1

5. Practitioner Exam

Homework Sample Exam 2


PRINCE2 Practitioner Re-Registration Exam
The PRINCE2 Examination Board has determined that all PRINCE2 Practitioners should be re-registered within 3-5
calendar years of their original certification. This re-registration comprises a 1-hour examination set at the same
standard as the Practitioner examination.
About the Re-Registration Exam:
Objective testing
3 questions - 10 question items per question, each worth one mark
17 marks or more required to pass (out of 30 available) - 55%
1 hour (60 minute) duration, no additional reading time
Open book exam (official PRINCE2 manual only).
Additional Courses of Interest:
The ITIL Foundation course focuses on providing knowledge and comprehension of the key concepts, structure,
terminology, and processes of ITIL. This course will help you master ITIL at the Foundation level and prepares you
for the Foundation Exam.
The ITIL Intermediate level offers two principle streams of education, Lifecycle and Capability each with its
own series of certifications and a final rationalization module, Managing Across the Lifecycle. Each of the
Intermediate certifications provides participants with the knowledge, skills, and competencies required to apply or
manage the application of specific areas of ITIL best practices in a Service Management environment.
ITpreneurs Training Material Accreditation Status
ITpreneurs is an Accredited Training Organization for PRINCE2
Ordering Options:
Description

Code

PRINCE2 Practitioner Course Material printed by ITpreneurs

PPM1310MPI

PRINCE2 Practitioner Course Materials printed by partners

PPM1310MPP

PRINCE2 Practitioner Course Online exam

PPM1310XO

PRINCE2 Practitioner Course Paper exam

PPM1310XP

PRINCE2 Practitioner Course Instructor

PPM1310I
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291

Project
and Program
Management

PMP
ITpreneurs PMP courses are comprehensive, high quality
and in line with the latest version of the PMBOK guide. Our
courses provide an optimal mix of theory, assignments,
additional reading and exam preparation. A variety of
delivery formats is available, which provides every candidate
with the optimal preparation for passing the PMI PMP
exam.
The PMP courses are aimed at people who work, or would
like to work, on projects on a daily basis and would like to
achieve the PMP Certification.
Our PMP learning tracks offer maximum flexibility to
educate groups of candidates, as these tracks can be tailored
to the specific needs of organizations.

Courses & Certifications


PMP Exam Preparation eLearning
PMP Exam Preparation Classroom

PMI is a service and trademark of the Project Management Institute, Inc. which is registered in the United States and other nations.
PMP and the PMP logo are certification marks of the Project Management Institute which are registered in the United States and other nations.
PMBOK is a trademark of the Project Management Institute, Inc. which is registered in the United States and other nations.

Project and Program Management

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293

PMP Exam Preparation eLearning


Certificate: PMP
Duration: 4 Days, 35 hours
Course Delivery: Self-paced eLearning

Course ID: PPM3210E


Language: English
Credits: 35 PDUs, 35 CPEs

PMIs Project Management Professional (PMP) credential is the most important, industry-recognized certification
for project managers. Globally recognized and demanded, the PMP credential demonstrates that you have the
experience, education and competency to successfully lead and direct projects.
For corporate customers there is a special Blended Program that saves 50% employee away time. More information
on the Blended Program can be requested from your ITpreneurs Contact Person.
The ITpreneurs 35-hour, eLearning PMP Exam Preparation Course provides a high quality training program that
prepares candidates to both pass the PMP exam, as well as learn to apply the PMBOK in real life.
PMP candidates are encouraged to enhance their learning experience by completing Sharkworld. This online,
interactive project management simulation puts participants in the role of a project manager for a fictional company.
You are challenged with the task to build the largest shark aquarium in the world. Faced with sharp deadlines and
performance expectations, you have to manage the project by planning, negotiating and communicating with all of
the stakeholders involved.
Sharkworld received the following awards:
Japan Prize 2009
1st Prize Continuing Education
Category

Accenture Award 2009


Best Gaming Concept

European Innovative
Games Award 2008
1st Prize

Dutch Game Award 2008


1st Prize Best Serious Game

Course Description:
This eLearning course is aimed at people who work, or would like to work, on projects on a daily basis and would
like to achieve the PMP Certification. Specifically, this course is for project managers who want to master the Project
Management Body Of Knowledge (PMBOK) and improve their skills in managing projects.
The ITpreneurs approach to project management education is application driven. You will be immersed in project
management through the use of a comprehensive case study, exercises, examples and war stories. At the end of
this program, you will be able to pass the exam and at the same time know how to use PMBOK in practice in the
position of a project management professional.

Audience:
Those considering adopting the PMI Project Management Body of Knowledge
Project managers
Project team managers and leaders
Project coordinators
Project support staff
Project assurance staff
Project officers
Consultants and contractors
Logistics:
Each learner is required to have his or her own license; login information cannot be shared
Access to the program is available for 90 days
Instructor support can be available when a group of candidates is scheduled to take an eLearning course.
Individual instructor support is optional as well.
The content of the course is SCORM or AICC compliant, and can run in your corporate Learning Management
System if desired.
Prerequisites:
There are no formal prerequisites for participating in the PMP Exam Preparation course, however there are specific
prerequisites prior to scheduling the PMP exam.
Course preparation:
Learners need to do a pre-course assessment of 40 sample exam questions before starting with the eLearning. You will
receive online access to the pre-course assessment.
Eligibility Requirements for Registering for the PMP Exam:
Educational background

Project Management Experience

Project Management Education

Secondary degree (High School) Minimum of five years / 60 months of unique 35 hours of formal education
non-overlapping professional management
experience during which at least 7,500 hours
were spent leading and directing project
tasks
Four-year degree (Bachelors)

Minimum three years/36 months unique


non-overlapping professional project
management experience during which at
least 4,500 hours were spent leading and
directing project tasks

35 hours of formal education

Learning Objectives:
At the end of this course, you will:
Pass the PMP Exam and become a certified project management professional (PMP).
Gain the skills and knowledge of project management based on the PMBOK Guide and other appropriate

This program contains 15 highly interactive, and modular course units. You can start and stop at any time and review
modules as often as you want. The course is enriched with animations and exercises and is fully audio-supported.
Through a series of sample-exam questions you will be optimally prepared to take and pass the exam.
Project and Program Management

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295

references.
Use the tools and techniques you learned while studying for the PMP exam.
Apply project management techniques useful in the real world.
Share a common lexicon of project management terms and principles.
eLearning Modules
Pre-Course Online Assessment
Pre-Course Online Mock Exam (40 questions, 1 hour, will be discussed in class at Day 1)
Modules
1. Course Introduction
2. Guidelines for the PMP Exam
3. Project Management Framework
4. Project Integration Management
5. Project Scope Management
6. Project Time Management
7. Project Cost Management
8. Project Quality Management
9. Project Human Resource Management

The time allotted to complete the exam is four hours, the exam is computerbased. Pass/Fail results are provided at the conclusion of the exam.
There are no scheduled breaks during the exam, although candidates are
allowed to take a break(s), if needed; however, during the break the clock
continues to count down.
Enrolling and paying for exams is done directly through PMI. Training
companies are not able to sell exam vouchers. For more information, download
the PMP Exam FAQ document or review the PMI PMP handbook.
More Information
To find more detailed information on the PMP Exam and the application process,
please review the PMI PMP Handbook.
Other Courses of Interest:
The Certified ScrumMaster course enables learners to become great Scrum
Team Members and to successfully implement Scrum Projects in organizations.
The PRINCE2 Foundation course prepares candidates to take and pass the
PRINCE2 Foundation exam.
The ITIL Foundation course focuses on providing knowledge and
comprehension of the key concepts, structure, terminology, and processes of
ITIL. This course will help you master ITIL at the Foundation level and prepares
you for the ITIL Foundation exam.

10. Project Communications ManagemenT


11. Project Risk Management
12. Project Procurement Management

PMBOK Guide
The PMP Exam Preperation eLearning is based on the PMBOK Guide Fifth Edition.

13. Project Stakeholder Management


14. Professional Responsibility
15. Course Wrap-Up
Post-Course Online Assessment
Online Post-Course Mock Exam 1 (200 questions, 4 hours)
Online Post-Course Mock Exam 2 (200 questions, 4 hours)
Why Select an ITpreneurs PMP Exam Preparation Training Course:
ITpreneurs provides you with comprehensive training materials and a unique learning experience. Your eLearning
program includes everything you need to pass the exam.
This course provides 15 modules that can be taken at any time and at your own pace. The modules are wellrounded blocks of information, making the learning experience smooth and easy.
ITpreneurs works with a global network of partners to deliver PMP training courses; this means that, there is always
a partner in your area, and we can (generally) deliver courses in your own language, if English is not your first
language.
About the Examination:
The PMP examination is comprised of 200 multiple-choice questions. Of the 200 questions, 25 are considered
pretest questions. Pretest questions do not affect the score and are used in examinations, as an effective and
legitimate way to test the validity of future examination questions. All pretest questions are unmarked and
randomly placed throughout the examination. The 200 questions cover the vast body of project management
terms, concepts, principles, and application.

Project and Program Management

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297

This program contains 15 highly interactive, and modular course units. The course is enriched with engaging questions
from real-life project situations. Through a series of sample-exam questions you will be optimally prepared to take and
pass the exam.

PMP Exam Preparation Classroom


Certificate: PMP
Duration: 4 days (35 hours)
Course Delivery: (Virtual) Classroom, Blended

Course ID: PPM3210


Language: English
Credits: 35 PDUs, 35 CPEs

PMIs Project Management Professional (PMP) credential is the most important, industry-recognized certification
for project managers. Globally recognized and demanded, the PMP credential demonstrates that you have the
experience, education and competency to successfully lead and direct projects.
For corporate customers there is a special Blended Program that saves 50% employee away time. More information
on the Blended Program can be requested from your ITpreneurs Contact Person.
The ITpreneurs 35-hour, eLearning PMP Exam Preparation Course provides a high quality training program that
prepares candidates to both pass the PMP exam, as well as learn to apply the PMBOK in real life.
PMP candidates are encouraged to enhance their learning experience by completing Sharkworld. This online,
interactive project management simulation puts participants in the role of a project manager for a fictional company.
You are challenged with the task to build the largest shark aquarium in the world. Faced with sharp deadlines and
performance expectations, you have to manage the project by planning, negotiating and communicating with all of
the stakeholders involved.
Sharkworld received the following awards:
Japan Prize 2009
1st Prize Continuing
Education Category

European Innovative
Games Award 2008
1st Prize

Prerequisites:
There are no formal prerequisites for participating in the PMP Exam Preparation course, however, there are specific
prerequisites prior to scheduling the PMP exam.
Course preparation:
Learners need to do a pre-course assessment of 40 sample exam questions before starting with the Classroom. You will
receive online access to the pre-course assessment and are expected to have finished the 40 questions when coming
to class the first day.
Eligibility requirements for registering for the PMP exam:
Educational background

Project Management Experience

Project Management Education

Secondary degree (High School)

Minimum of five years/60 months


of unique, non-overlapping
professional management
experience during which at least
7,500 hours were spent leading and
directing project tasks

35 hours of formal education

Four-year degree (Bachelors)

Minimum three years/36 months


unique, non-overlapping
professional project management
experience during which at least
4,500 hours were spent leading and
directing project tasks

35 hours of formal education

Accenture Award 2009


Best Gaming Concept

Dutch Game Award 2008


1st Prize Best Serious Game

Course Description:
This Classroom course is aimed at people who work, or would like to work, on projects on a daily basis and would
like to achieve the PMP Certification. More specifically, this course is for project managers who want to master the
Project Management Body Of Knowledge (PMBOK) and improve their skills in managing projects.
The ITpreneurs approach to project management education is application driven. You will be immersed in project
management through use of a comprehensive case study, exercises, examples and war stories. At the end of this
program, you will be able to pass the exam and at the same time know how to use PMBOK in practice as a project
management professional.

Project and Program Management

Audience:
Those considering adopting the PMI Project Management Body of Knowledge
Project managers
Project team managers and leaders
Project coordinators
Project support staff
Project assurance staff
Project officers
Consultants and contractors

Learning Objectives:
At the end of this course, you will:
Be able to pass the PMP Exam become a certified project management professional (PMP)
Gain the skills and knowledge of project management based on the PMBOK Guide and real-life project
management practices
Know how to use the tools and techniques you learned while studying for the PMP exam
Apply project management techniques useful in the real world
Share a common lexicon of project management terms and principles

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299

Classroom Agenda
Pre-Course Online Assessment
Pre-Course Online Mock Exam (40 questions, 1 hour, will be discussed in class at Day 1)
Day 1

Day 2

1. Course Introduction

5. Project Scope Management (continued)

2. Guidelines for the PMP Exam Preparation

6. Project Time Management

3. Project Management Framework

7. Project Cost Management

4. Project Integration Management

8. Project Quality Management

5. Project Scope Management


Day 3

Day 4

8. Project Quality Management (continued)

11. Project Risk Management

9. Project Human Resource Management

12. Project Procurement Management

10. Project Communication management

13. Project Stakeholder Management

More Information
To find more detailed information on the PMP Exam and the application process,
please review the PMI PMP Handbook.
Other Courses of Interest:
The Certified ScrumMaster course enables learners to become great Scrum
Team Members and to successfully implement Scrum Projects in organizations.
The PRINCE2 Foundation course prepares candidates to take and pass the
PRINCE2 Foundation exam.
The ITIL Foundation course focuses on providing knowledge and comprehension
of the key concepts, structure, terminology, and processes of ITIL. This course
will help you master ITIL at the Foundation level and prepare you for the ITIL
Foundation Exam.
PMBOK Guide
The PMP Exam Preperation eLearning is based on the PMBOK Guide Fifth Edition

14. Professional Responsibility


15. Course Wrap-Up
Post-Course Online Assessment
Online Post-Course Mock Exam 1 (200 questions, 4 hours)
Online Post-Course Mock Exam 2 (200 questions, 4 hours)
Why Select an ITpreneurs PMP Exam Preparation Training Course:
ITpreneurs provides you with comprehensive training materials and a unique learning experience. Your Classroom
program includes everything you need to pass the exam.
This course provides 15 modules that can be taken at any time and at your own pace. The modules are wellrounded blocks of information, making the learning experience smooth and easy.
ITpreneurs works with a global network of partners to deliver PMP training courses; this means that, there is always
a partner in your area, and we can (generally) deliver courses in your own language, if English is not your first
language.
About the Examination:
The PMP examination is comprised of 200 multiple-choice questions. Of the 200 questions, 25 are considered
pretest questions. Pretest questions do not affect the score and are used in examinations as an effective and
legitimate way to test the validity of future examination questions. All pretest questions are unmarked and
randomly placed throughout the examination. The 200 questions cover the vast body of project management
terms, concepts, principles, and application.
The time allotted to complete the exam is four hours, the exam is computer based. Pass/Fail results are provided at
the conclusion of the exam.
There are no scheduled breaks during the exam, although candidates are allowed to take a break(s), if needed;
however, during the break the clock continues to count down.
Enrolling and paying for exams is done through PMI. Training companies are not able to sell exam vouchers. For
more information, download the PMP Exam FAQ document or review the PMI PMP handbook.

Project and Program Management

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Project
and Program
Management

Agile/
Scrum
Agile Project Management is becoming increasingly popular
within organizations all around the world. As a consequence,
there is an increased demand for effective Agile education.
ITpreneurs has answered this call by introducing a complete and
comprehensive Agile Training portfolio.

Courses & Certifications


PMI Agile Certified Practitioner Classroom
Certified ScrumMaster Classroom
Certified Scrum Product Owner Classroom

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PMI Agile Certified Practitioner Classroom


Certificate: PMI-ACP
Duration: 3-day classroom (21 hours)
Course Delivery: (Virtual) Classrom

Course ID: SDD3310


Language: English
Credits: 21 PDUs, 21 CPEs

Course Description:
This course is aimed at people who work in Agile teams and want to obtain the PMI-ACP certification. The objective
of this 3-day course is to acquire the skills and knowledge necessary to pass the PMI-ACP examination, and to
successfully apply Agile practices in their organization.
Candidates will learn more than the basics of Agile during this course. Candidates will also understand the underlying
principles and specific techniques needed to help your team achieve project success.
The Agile methodology is more adaptive, people-oriented and focuses on constant input and cyclical change, which
opens the door for continuous improvement during the project. This, as opposed to the more process-oriented,
sequential, predictive structure of traditional project management as defined by the PMBOK Guide.
Audiences:
Professionals pursuing the PMI-ACP certification
Project Managers
Project Planners
Quality Assurance Staff
Developers/Programmers
Designers
Testers
Project Controllers
Product Owners
ScrumMasters
Scrum Team Members
Prerequisites:
There are no official prerequisites for this course. However, we recommend that you familiarize yourself with the
basics of Agile through a variety of online articles. If you plan to take the PMI-ACP exam upon completion of this
course, you should meet the requirements for PMIACP certification described in the About the Examination section
at the end of this document.
Learning Objectives:
At the end of this course, you will:
Understand the processes of Agile methodologies.
Understand the Agile project phases, Agile life cycle and stakeholders, key Agile management skills and the socialeconomic-environmental influences.
Understand the concepts of product backlog, sprint planning, sprint reviews and retrospectives, along with other
factors such as prioritizations using different techniques.
Understand the Professional Responsibilities concerning Agile Project Management.
Be fully prepared to take and pass the PMI-ACP exam.

Project and Program Management

Course Outline:
Course introduction
Introduction to Agile Methodologies
Agile Project Management Context
Agile User Stories
Agile Estimation, Planning, Monitoring and Adapting
Agile Communications and Soft Skills
Agile Product Quality
Agile Risk Management
Agile Metrics Management and Value Stream Mapping
PMI-ACP MOCK test (200 questions)

Why Select an ITpreneurs PMI-ACP Exam Preparation Training Course:
ITpreneurs provides you with high-quality training materials and a unique learning experience. Your course
workbook includes everything you need to prepare for, and successfully pass the exam.
Approved instructors have undergone a stringent quality assessment as part of the approval process and present
the PMI-ACP training courses.
is a partner in your area and that we can deliver the
Training materials are up-to-date and in-line with the
most recent information by PMI.
courses in your language.
ITpreneurs works with a global network of partners to
This course offers you the best possible preparation for
deliver PMI-ACP training courses. This means that there
passing the PMI-ACP exam.
About the Examination:
Candidates need to meet PMIs requirements for PMI-ACP certification (as listed below).
The PMI-ACP examination consists of 120 multiple-choice questions. Of the 120 questions, 20 are considered pretest questions. These pre-test questions do not affect the score. They are simply used in examinations as an effective
and legitimate way to test the validity of future examination questions. All pre-test questions are unmarked and
randomly placed throughout the examination.
The time allotted to complete the examination is four hours and is computer based. Pass/Fail results are provided at
the conclusion of the examination.
There are no scheduled breaks during the examination. Candidates are allowed to take break(s) if needed. However,
the clock continues to count down during the break.
Candidates can only purchase the exam at PMI as part of their registration process, as training companies such as
ITpreneurs cannot sell the exam vouchers directly to the candidates.
For more information, please review the PMI-ACP Handbook.
PMIs Requirements for PMI-ACP Certification
General Project Management Experience
2,000 hours working on project teams. These hours must be earned within the last 5 years. Candidates who hold a PMP
credential; have met or exceeded these requirements as per PMI.
Agile Project Management Experience
1,500 hours working on Agile Project Teams. These hours are in addition to the 2,000 hours required in general project
management experience. These hours must be earned within the last 2 years.
Agile Project Management Training
21 contact hours. The hours must be earned in Agile Project Management Education.
Courses That Might Also Be of Interest:
Certified ScrumMaster
Introduction to Agile methodology
Implementing Agile Scrum
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Release Management
Tracking Progress in Scrum and Metrics
Sprint Review and Retrospective

Certified ScrumMaster (CSM)


Certificate: Certified ScrumMaster, CSM
Duration: 2-day classroom (14 hours)
Course Delivery: Classroom

Course ID: SDD3410CL


Language: English
Credits: 14 PDUs

Course Description:
This course is aimed at people who work, or would like to work, in Scrum teams. The objective of this two-day course
is to acquire the skills and knowledge necessary to work effectively in a Scrum team; in roles such as Product Owner,
ScrumMaster or Scrum Team Member. You will learn more than the basic framework in this course. You will also
understand the underlying principles and specific techniques needed to help your team achieve project success.
Audiences:
Those considering working in or with a Scrum team:
Project Managers
Program Managers
Software Architects
System Analysts
Team Leaders
Scrum Masters
Scrum Product Owners
Scrum Team Members
Developers
CIOs and CTOs
Learning Objectives:
At the end of this course, you will understand:
The principles of Agile and Scrum
How to describe and participate in all parts of the Scrum framework
How to launch a Scrum team
How Scrum helps organizations cope with change
How to apply a common lexicon of project management terms and principles
Pragmatic practices for planning, project execution, and progress reporting
The ScrumMasters role and how it is different from a project managers role
Course Outline:
1. Introduction To Scrum
Concepts of Agile
Scrum Basicsand Roles
Scrum Ceremonies and Artifacts

3. Scrum Team Dynamics


Collaboration, Negotiations and Team Communication, Team Roles and Responsibilities
Empower teams and adaptive leadership
Team challenges for Agile adoption
Managing distributed teams
Soft issues and cultural diversity
Transitioning teams to Scrum
4. Situational Exercises
Writing User Stories
Estimation
Sprint and Release planning
Prerequisites:
Participants are required to have a basic understanding of the principals of Scrum. This information is available on the
Scrum Alliance website: http://www.Scrumalliance.org/pages/Scrum_student_resources.
Why Select an ITpreneurs Certified ScrumMaster Course:
ITpreneurs provides you with high-quality training materials and a unique learning experience. The Pre-course
reading materials will help you understand the basics in a fun and interactive way.
All instructors are Certified Scrum Trainers (CST), who have a solid understanding of the Scrum framework and have
experience working with Agile and Scrum.
Training materials are up-to-date and in-line with the requirements by the Scrum Alliance.
ITpreneurs works with a global network of partners to deliver Agile training courses. This means that there is a
partner in your area and that we can deliver courses in your language.
About the Evaluation:
At the end of the course participants are prepared to take and pass the Certified ScrumMaster Evaluation, which will
be available online following the course. Participants have 90 days after completing the course to register for the
evaluation.
The evaluation takes approximately 60 minutes to complete and consists of a combination of multiple-choice and
true/false questions. Participants will be required to demonstrate their understanding of key Scrum elements during
the evaluation. The cost of the evaluation is included in the cost of the course.
Courses That Might Also Be of Interest:
Introduction to Agile methodology
PMI Agile Certified Practitioner

2. Scrum Methodology
Estimation Techniques, Planning Poker and Velocity
Product Backlog and User Stories
Sprint and Release planning
Sprint Burn Down Charts
Release Burn Down Charts

Project and Program Management

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Certified Scrum Product Owner (CSPO)


Certificate: Certified Scrum Product Owner (CSPO)
Duration: 2-Day Classroom (14 hours)
Course Delivery: Classroom

Course ID: SDD3420CL


Language: English
Credits: 14 PDUs

Scrum is the leading Agile development methodology for completing complex projects. It is used by top
organizations around the world. Originally designed for software development, it has proven its value for any complex
project.
The Certified Scrum Product Owner (CSPO) is a globally accepted and recognized certification offered to
professionals by the Scrum Alliance. The certification demonstrates a candidates skills in scrum terminology, practices
and principles. CSPO training prepares the candidate to fulfill the role of Product Owner for a Scrum team.
CSPO certification establishes proficiency in managing stakeholders, ROI, backlog grooming, creating effective stories,
acceptance criteria for stories, and overall Agile Project Methodologies.
The ITpreneurs 2-day CSPO course provides an optimal mix of classroom lectures, interactive case studies,
assignments and additional reading materials to prepare for implementing Scrum in an organization.
Course Description:
This Certified Product Owner training class is a highly interactive learning experience designed to accelerate success
in Scrum. The Product Owner is a key member of the Scrum team and is responsible for the ROI of the teams efforts
by determining what the team builds. Come learn from one of todays most experienced and sought-after Agile
trainers and leave inspired and empowered to drive lasting improvements in the way your organization builds
software.

Course Outline:
Product Owner (PO) duties and responsibilities
The POs interaction with other Scrum roles and stakeholders (such as customers, users, sales, marketing and
management)
Understand how product planning, product discovery and product definition work in Scrum, including taking
advantage of early customer feedback and emergent requirements.
Establishing and maintaining a product backlog
Writing user stories with clear acceptance criteria
Estimation of business value
How to effectively collaborate with the ScrumMaster and team in sprint meetings
How to predict the delivery date of a project (or the features that will be complete by a given date)
How to manage your product portfolio
How to successfully scale the role of the PO
Prerequisites:
Participants are required to have a basic understanding of the principals of Scrum. This information is available on the
Scrum Alliance website: www.scrumalliance.org/pages/scrum_student_resources.
Why Select an ITpreneurs Certified Scrum Product Owner Course:
ITpreneurs provides you with high-quality training materials and a unique learning experience. The pre-course
reading materials will help you understand the basics in an engaging and interactive way.
All instructors are Certified Scrum Trainers (CST), who have a solid understanding of the Scrum framework and have
experience working with Agile and Scrum.
Training materials are up-to-date and in line with the requirements by the Scrum Alliance.
Courses That Might Also Be of Interest:
PMI Agile Certified Practitioner
Scrum Alliance, Certified ScrumMaster (CSM)

Audiences:
The CSPO course is relevant for:
Managers
Product Owners
Product Managers across industries, sectors and departments
Software Architects
Developers, Coders, Testers
Learning Objectives:
At the end of this course, you will understand:
All the rules, artifacts, meetings and processes for Scrum
Why the Product Owner is such an important role, and how to be a great Product Owner
How to write user stories that drive innovative products
How to prioritize backlog to create maximum ROI
Where to look for more information and how to get questions answered

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Project and
Program
Management

Project
Management
Simulation
Gain Project Management Experience
This Project Management Simulation, called Sharkworld, offers participants
the possibility to get realistic project management experience. Sharkworld
puts participants in the role of project manager for a fictional construction
company. The project is complex and participants need to ensure that the
project is delivered on time, within budget and to quality
specifications, while keeping all stakeholders satisfied.
For organizations, it is very valuable that employees gain a realistic
understanding of how to implement project management methodologies
and best practices. Therefore, ITpreneurs highly recommends that this course
be taken in combination with either the PRINCE2 or PMP training.

Courses & Certifications


Sharkworld Project Management Simulation

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Sharkworld Project Management Simulation


Certificate: none
Duration: 4-hour online game
Course Delivery: Web-based

Course ID: PPM1810SIM


Language: English
Credits: 4 PDUs

Description:
In Sharkworld, you take on the role of a project manager leading a big budget construction project in Shanghai,
China. The goal of the game is to successfully construct the shark basin, Sharkworld within the time limit. The game
takes about four hours to play. The player will interact with the characters in the game through dialogue and actual
e-mail messages. The game even continues with optional SMS text messages on the players mobile phone.
The game presents realistic dilemmas to encourage players to make decisions based on their knowledge of project
management. The player will practice different Project Management skills such as planning and risk management.
In this interactive experience, players will also be trained in soft skills such as managing customer expectations and
managing motivation on the work floor.
Sharkworlds underlying storyline is very entertaining and will keep you coming back to see different outcomes each
time you (re)play the game. Characters in the game are brought to life by actors and all the movie sequences were
shot on location in Shanghai. Combining entertainment with educational content, Sharkworld is an entertaining
way to test your knowledge of project management. After playing the game, you will be able to give context to the
theory of the PRINCE2 Foundation Course or PMP exam preparation course, and apply it in practice.

Course Material:
User login code
System Requirements:
Computer with internet connection and a webbrowser with Flash enabled (Internet Explorer, Safari, Mozilla Firefox,
Google Chrome or Opera).
A valid email address (and dont forget to check your email while playing the game).
Optional: a mobile phone number.
Additional Courses of Interest:
The PRINCE2 Foundation course provides Foundation level certification for the de facto project management method
PRINCE2 (PRojects IN Controlled Environments). PRINCE2 provides an easily tailored and scalable method for the
management of all types of projects and is practiced worldwide.
The PRINCE2 Practitioner course will help you apply and tailor PRINCE2 to address the needs and problems of a given
project scenario. This 2-day course is the logical next step after the Foundation course and is typically conducted
immediately after the Foundation course, in the same week.
The ITIL Foundation course focuses on providing knowledge and comprehension of the key concepts, structure,
terminology, and processes of ITIL. This course will help you master ITIL at the Foundation level and prepares you for
the Foundation Exam.
Ordering Options:
Description

Code

Sharkworld Project Management Simulation

PPM1810SIM

Audience:
Those considering adopting PRINCE2 or PMBOK
Project Managers
Project Team Managers and Leaders
Project Coordinators
Project Support Staff
Project Officers
Consultants and Contractors
Learning Objectives:
At the end of this course, you will understand:
How to manage quality
How to manage risk
How to deliver projects on time, within budget, and to the specified business case
How to apply soft skills required to manage different stakeholders in a project environment
Prerequisites:
There are no formal prerequisites
Why Project Management Simulation:
ITpreneurs provides you with quality training materials and a unique learning experience.
Sharkworld gives insight to project management in practice in a fun, interactive way.

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Sharkworld Screenshots

Plan deliverables and manage risk

Negotiate with characters through dialogues

Communicate through in-game e-mails to manage stakeholders

Project and Program Management

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Metricus
Metricus Framework
Metricus for Remedy
Metricus for ServiceNow
Metricus for Vivantio
Metricus allows IT managers to make informed decisions
about the performance of IT by presenting them with
accurate KPIs, reliable dashboards, and advanced dataanalysis capabilities. Using Metricus, IT managers can
determine if IT services or processes are being performed per
business requirements, if resources are optimally utilized, and
the impact of improvement initiatives.

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Metricus

Metricus
Framework

Take Control of IT Performance

Metricus is an IT performance measurement application delivered in


the cloud. It allows for the rapid deployment of solutions to measure,
manage, and improve your IT performance all without the cost
and hassle of onsite hardware and software. It will allow for moving
away from making decisions based on inaccurate, untimely, and
confusing spreadsheets/slideshows. Metricus provides a consolidated
and comprehensive solution to transform your IT data into tangible
decisions. The Metricus team is expert in the provision of pragmatic
solutions to measure IT.

Measure

Manage

Improve

Metricus

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The Metricus Team

Measure What Matters

As seasoned IT professionals, the team members have struggled with the same reporting and measurement issues
that plague IT process owners, IT managers, and CIOs. The problems include:
Promises from Business Intelligence (BI) vendors that never transpire.
Commitments from internal reporting teams that inevitably focus on non-IT priorities.
Promises by enterprise IT vendors of dashboards and scorecards that show few results.
Resources spending 10-20% of their time on extracting data into spreadsheets, manipulating graphs and tables,
and then pasting them into slide shows.
Measuring best-practice IT Service Management (ITSM) methodologies, such as ITIL and COBIT.
Storage of historical data for trend analysis.
Measuring how youre performing against your peers.

The journey to successful IT performance measurement starts with understanding what to measure. Metricus
provides IT Performance Metrics Metadata, representing the detailed definition of over 600 tangible and pragmatic IT
performance metrics. Utilities are provided to allow the selection of metrics that really matter to your IT organization.
For example, the important metrics to measure ITIL, metrics for a Green IT scorecard, metrics to measure cloud
benefits/performance, or the right metrics for your IT Balanced Scorecard.

To address these challenges, we have developed an application framework in the cloud, combining bestpractice BI,
performance measurement, reporting and collaboration technologies with subject matter expertise, and extensive
experience in the delivery of IT measurement and reporting solutions. The net result is what the cloud is all aboutnot
just a product or technology but a cost-effective application specific to your IT measurement and reporting
requirements.

To complement the IT Performance Metrics Metadata, Metricus provides role and processbased scorecards,
dashboards, and reports for unparalleled insight into your IT organizations performance.
These tools have been developed after considering:
The specific needs of CIOs, IT managers, team leaders, and business stakeholders
Best-practice ITSM methodologies, including ITIL and COBIT
International standards, such as ISO/IEC 20000, ISO/IEC 27001, and ISO/IEC 38500
Feedback and input by industry-leading ITSM experts and organizations
Role-based perspectives provide specific dashboards and scorecards for key metrics directly related to an individuals
job role. Process-based perspectives deliver in-depth insight into process performance, conformance, and compliance,
which in turn, provides valuable input into ITSM improvement programs.

Key Features
Detailed definition of over 600 tangible and pragmatic IT performance metrics.
Comprehensive suite of IT performance scorecards, dashboards, and reports based on best practices and practical
role and processbased usage scenarios.
Data integration packages available for commonly used cloud and enterprise IT systems, e.g., BMC Remedy, CA
Unicenter, Microsoft System Center, Vivantio and ServiceNow.
Ability to integrate data from multiple heterogeneous IT and non-IT data sources, enabling consolidation and
centralization of data related to IT performance, i.e., a single version of the truth.
Elimination of the plethora of spreadsheets and slideshows that normally represent IT performance reports.
Configuration utilities to manage the definition of metrics, process automated data, and set up manual and
unstructured data input, e.g., XLS files.
Self-service report, scorecard, and dashboard design/development.
Extensive subscription and publication capabilities.
Unlimited number of data sources, metrics, scorecards, dashboards, or reports.
Extensive collaboration capabilities and portal customization opportunities.
Access to the Metricus team experts in the issues involved in measuring IT performance.
A hosted solution with all the intrinsic benefits of an application in the cloud.
Minimal, realistic subscription-based pricing model vs. the traditional, upfront expense of BI/reporting solutions.
Unlimited number of data sources, metrics, scorecards, dashboards, or reports.
Extensive collaboration capabilities and portal customization opportunities.

Metricus

Targeted Visualization for Analyzing IT Performance


Metricus understands the unique characteristics of IT data and that different users require different forms
of visualization based on their roles and responsibilities. For example:

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The CIO requires a scorecard that tracks actual vs. targets for metrics, such as IT service availability, customer
satisfaction, budget variance, and security/risk compliance.
The Help Desk requires a dashboard to provide a snap shot of current activity.
The Change Management Process Manager requires a daily report providing details of open changes.
An Incident Management Analyst wants to drill through, using analytic charts and decomposition trees, into the
incidents created last month to understand why first-level resolution decreased.
What types of incidents were not resolved? What groups were involved? Is training an issue?
The ability to provide your IT organization with targeted visualization based on the roles and responsibilities of endusers is what makes Metricus so much more than simply a generic BI or reporting tool.

Metricus for Remedy is a pre-configured out-of-the box


integration of Metricus for BMC Remedy ITSM installations.

Extending Measurement of IT Through a Powerful


Collaboration Platform
The Metricus IT Performance Measurement application is built on the
Microsoft SharePoint Enterprise architecture. This is a key differentiator
for Metricus. We not only provide best practice IT performance metrics,
scorecards, reports, and dashboards, Metricus provides you with
industry-leading collaboration, document-sharing, mobile access,
and a social networking environment. What this means for Metricus
customers is that they can measure IT performance, and they can also
manage the improvement by using standard SharePoint Enterprise
features, such as Tasks and Projects. To make this possible, Metricus
provides standard site templates that you can select from. The net
result a consolidated environment to measure, manage, and
improve IT performance.

Take control of your BMC Remedy environment with Metricus


for Remedy and make informed decisions to improve the
performance of it now and forever.

Sites
Composites

Metricus
for Remedy

Communities

Share
Point
Insights

Content

Whatever version of BMC Remedy is used or whatever level of


customizing is done to it, Metricus for Remedy will seamlessly
get the right data from itto get control and insight that is
unmatched.

Search

Functional Architecture

Metricus

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Metricus for Remedy


Metricus for Remedy represents the integration of Metricus, a cloud
platform for IT Performance Measurement; and BMC Remedy, an enterprise
IT Service Management environment.
Metricus seamlessly extracts data from your BMC Remedy instance and
provides a new world of metrics, scorecards, dashboards, interactive
analysis and data mining. Not just reports, but real insight into your data
enabling you to proactively analyze the relationship between metrics/data
and your IT and business goals/strategies.

Measure
Manage
Improve

Take Control of The Performance

Metricus extends the value and power of your BMC Remedy implementation by:
Providing proven best-practice IT performance metrics within a framework optimized for measurement and
analysis.
Enabling continuous improvement of IT service delivery through tracking of core IT performance metrics.
Effectively measuring the ROI results provided by implementing BMC Remedy.
Enhancing BMC Remedy data quality through greater visibility into underlying data. Improved data quality
translates into increased process efficiency resulting in high(er) customer satisfaction.
Monitor and track initiatives, tasks and projects aimed at improving IT service delivery and performance.
A centralized reporting and analysis environment for your BMC Remedy data, eliminating disparate, ad-hoc queries,
XLS files, copy/paste into PPTs, etc.
Core Features
Detailed definitions of the key metrics and how they relate to cost reduction, quality improvement and customer
satisfaction
Preconfigured modules containing scorecards, dashboards and data cubes based on best practices and practical
usage scenarios. Modules are available for common ITSM processes, roles and objectives.
Advanced interactive analysis and visualization tools facilitating rapid self-service reporting and data analysis.
Statistical visualization for forecasting, correlation analysis and Six Sigma methodologies.
Seamless data integration with BMC Remedy, including support for custom fields and workflows.
Extensive collaboration capabilities and portal customization opportunities.
Ability to integrate additional data sources, e.g., project management data, financials, HR data, and so on.
An IT Data Quality Health Check module to ensure the optimal use of Remedy.

Best-Practice IT Scorecards
Metricus IT scorecards show the performance of selected metrics related to IT processes, roles or objectives. Scorecard
features include:
Metrics can be grouped and weighted to show overall performance scores and compliance with targets and
objectives.
Targets and tolerances are set based on industry IT benchmarks.
Data from multiple sources, including manual entry, can be incorporated into a single scorecard.
Dynamic filtering of periods and other relevant dimensions, e.g., region, organisation, data center.
Advanced metric trend charts.
Linkage to supporting analytics for root- cause analysis.
Cause and effect diagrams based on correlation analysis between selected IT metrics.

IT Performance Modules
Metricus modules for BMC Remedy represent preconfigured best practice metrics, scorecards, dashboards and
analysis for specific ITSM processes, roles and objectives. The modules provide unparalleled insight into your
organizations IT performance and have been developed with these considerations:
The specific needs of CIOs, IT managers, team leaders, and business stakeholders
Best-practice ITSM methodologies, including ITIL and COBIT
International standards, such as ISO/IEC 20000, ISO/IEC 27001, and ISO/IEC 38500
Feedback and input from industry-leading ITSM experts and organizations
Modules are available for commonly used ITIL processes such as Incident, Service Request, Change, Problem,
Release, Asset and SLM. Additional modules are available for specific IT objectives such as Cost Reduction, Service
Desk ROI and Data Quality.
Each module delivers in-depth insight into performance, conformance, and compliance, which in turn provides
valuable input into ITSM improvement, quality and cost-reduction programs.

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Best-Practice IT Dashboards
Metricus provides IT performance dashboards that represent selected views of data based on specific requirements of
different IT data consumers. The dashboards within the modules have been built on our knowledge of what hundreds
of customers require. So, you can be sure that you are looking at information that matters most, not just random
reports and data extracts.
Specific functionality of dashboards include:
-- Ability to create subscriptions enabling automatic delivery of dashboards to selected users or file systems.
-- Investigation and root-cause analysis facilitated by pre-defined drill-down/drill-through to appropriate attributes/
dimensions.
-- Comprehensive range of export options.
Ability to easily customize/extend existing dashboards and create your own dashboards based on your dedicated
Metricus Data Mart.

Interactive Analysis
Metricus features PowerView, an enhanced visual design experience where you can interactively explore your BMC Remedy
data. Key features of PowerView include:
Rapid creation of management views of data. Views can easily be filtered, tiled, sliced and sorted. Views created
can be exported to PowerPoint where they remain interactive with Metricus.
Metricus data models are fed into PowerView and contain all the relationships between your data.
So, rather than worry about how to construct the view, you simply ask questions by manipulating the data available.
-- Why are my incidents increasing? What configuration items are causing the increases?
-- What impact does this have on SLA performance and resolution times?
-- Which work groups are experiencing problems because of the increase?
Using PowerView you can easily find the answers to these and many other questions yourself.

Metricus

Consolidated IT
Performance
Metricus represents
a comprehensive IT
performance measurement
platform and, as such, your
Metricus for Remedy instance
can be extended with data
from other data sources.
Examples of additional data
include:
Availability, utilization, and
capacity from monitoring
systems, such as BMC Patrol
or HP Open View.
Financial data made available
in XLS extracts from your corporate financial/ERP systems, for example, SAP and Oracle Financials.
Project Management data made available by internal collaboration portals.
Data entered manually for metrics that are not captured in corporate systems, e.g., IT compliance or security-related
metrics.
The ability to incorporate additional data sources is made available in the Enterprise version. Metricus provides
training and consulting services to assist with the integration of additional data sources.

Seamless Data Integration and


Dedicated Data Mart
Each Metricus for Remedy customer
has their own dedicated data mart
for storing data extracted from
BMC Remedy. All relevant data for
reporting is loaded at a frequency
selected by the customer. This may
be daily or as often as every five
minutes.
During data loading, the data is
de-normalized into Metricus IT
Entity data sets. These are data
sets optimized for reporting IT
performance, particularly for the
calculation of metrics required for
scorecards and reports.
Direct access to the Metricus for
Remedy data mart is available in
the Enterprise Edition. This can be
used if a customer wishes to export
data to commonly used tools,
such as Excel, or to another data
mart/data warehouse within the
customers organization.

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Built on the Industry-Leading Business Intelligence and Collaboration Framework


Metricus for Remedy customers are guaranteed an industry-leading Business Intelligence (BI) and collaboration
functionality as Metricus is built using the Microsoft BI framework.
The end-user interface is delivered via Microsoft SQL Server 2012 PowerView and SharePoint Enterprise 2010the
leading collaboration and productivity platform for enterprises. All Metricus for Remedy customers will have full
access to the capabilities delivered via these Microsoft components.

Editions for All Organizations


There are three versions of Metricus for Remedy. The Base version represents an online site containing a package of
best metrics, scorecards, and dashboards. The Plus version allows modification of existing reports and/or scorecards
and creation of new ones. The Enterprise version features Metricus IT Performance Metadata, and the ability to
integrate additional data sources.

Metricus for
ServiceNow
Metricus for ServiceNow is another pre-configured Out-of-box
integrated solution like Metricus for Remedy.
Taking ServiceNow as the source system (Cloud, as well as On
premise installations are possible), Metricus for ServiceNow will
seamlessly integrate with ServiceNow and help you take control of the
performance of this environment.

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Metricus for ServiceNow


Metricus extends the value and power of your ServiceNow implementation by:
Providing proven best-practice IT performance metrics within an eco-system optimized for measurement and
analysis of these metrics.
Enabling continuous improvement of IT service delivery through tracking of core IT performance metrics.
Effectively measuring the ROI results provided by implementing ServiceNow.
Enhancing ServiceNow data quality through greater visibility into underlying data. Improved data quality translates
into increased process efficiency resulting in high(er) customer satisfaction.
Monitor and track initiatives, tasks and projects aimed at improving IT service delivery and performance.
A centralized reporting and analysis environment for your ServiceNow data, eliminating the need for disparate, ad
hoc queries, XLS files, copy/paste into PPTs, etc..
Core Features
Detailed definitions of the key metrics and how they relate to cost reduction, quality improvement and customer
satisfaction.
Preconfigured modules containing scorecards, dashboards and data cubes based on best practices and practical
usage scenarios. Modules are available for common ITSM processes, roles and objectives.
Advanced interactive analysis and visualization tools facilitating rapid self-service reporting and data analysis.
Statistical visualization for forecasting, correlation analysis and Six Sigma methodologies.
Seamless data integration with ServiceNow, including support for custom fields and workflows.
Extensive collaboration capabilities and portal customization opportunities.
Ability to integrate additional data sources, e.g., project management data, financials, HR data, and so on.
An IT Data Quality Health Check module to ensure the optimal use of ServiceNow.

Metricus

Metricus
for Vivantio
Metricus for Vivantio is the third pre-configured Out-of-box
integrated solution like Metricus for Remedy.
Taking Vivantio as the source system, Metricus for Vivantio will
seamlessly integrate with Vivantio and help you take control of
the performance of this environment.

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Metricus for Vivantio


Metricus extends the value and power of your Vivantio implementation by:
Providing proven best-practice IT performance metrics within an eco-system optimized for measurement and
analysis of these metrics.
Enabling continuous improvement of IT service delivery through tracking of core IT performance metrics.
Effectively measuring the ROI results provided by implementing Vivantio.
Enhancing Vivantio data quality through greater visibility into underlying data. Improved data quality translates into
increased process efficiency resulting in high(er) customer satisfaction.
Monitor and track initiatives, tasks and projects aimed at improving IT service delivery and performance.
A centralized reporting and analysis environment for your Vivantio data, eliminating the need for disparate, ad-hoc
queries, XLS files, copy/paste into PPTs, etc.
Core Features
Detailed definitions of the key metrics you should be tracking and how they relate to cost reduction, quality
improvement and customer satisfaction.
Preconfigured best practice metrics, scorecards, reports and analysis for specific ITSM processes, roles and
objectives. These provide unparalleled insight into your IT organizations performance and have been developed
after considering;
-- The specific needs of CIOs, IT managers, team leaders, and business stakeholders
-- Best-practice ITSM methodologies, including ITIL and COBIT
-- International standards, such as ISO/IEC 20000, ISO/IEC 27001, and ISO/IEC 38500
-- Feedback and input from industry-leading ITSM experts and organizations
Advanced interactive analysis and visualization tools facilitating rapid self-service reporting and data analysis.
Seamless data integration with Vivantio, including support for custom fields and workflows.
Extensive collaboration capabilities and portal customization opportunities.
Ability to integrate additional data sources, for example, project management data, financials, HR data, and many
more.
An IT Data Quality Health Check module to ensure the optimal use of Vivantio.

Metricus

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Services
Portfolio
ITpreneurs offers a comprehensive
range of services enabling our partners
and instructors to deliver high-quality
24/7 training solutions globally.
Our Services Portfolio includes Learning
Infrastructure Services, Customization
Services, Accreditation Services, Exam
Centers and a Partner Course Calendar.

Learning Infrastructure Services


Learning Portal Licensing
Courseware Hosting
Exam Hosting and Delivery

Customization Services
LMS Content Integration
Courseware Co-Branding
Custom Courseware and Exam Development

Accreditation Services
Instructor Accreditation Program
Train the Trainer Program
Partner Accreditation Program

ITpreneurs Exam Center Services


Exam Center Services

ITpreneurs Partner Course Calendar (PCC) Services



Partner Course Calendar (PCC) Service

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Learning
Infrastructure
Services

Learning Portal Licensing


Courseware Hosting
Exam Hosting and Delivery
ITpreneurs Learning Infrastructure Services offers the benefits of proven
and scalable IT Best Practice eLearning solutions to partners and
corporate customers. Our comprehensive services enables partners
and instructors to deliver high-quality 24/7 training solutions globally.

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Learning Portal
Licensing
ITpreneurs offers a powerful, full-featured and self-managed learning portal for licensing by IT partners and corporate
customers. The learning portal can be setup as a corporate training room, or as a complete Learning Management
System (LMS) and can be customized with your own look and feel. Each customer is provided with a dedicated
environment that offers access to the ITpreneurs IT Best Practice eLearning portfolio. Various options allow for
integration with existing corporate portals or LMSs and payment gateways. With a single click, students can be
registered either individually or in bulk. The environment gives students access to their assigned courses, while you
have complete control of license management. along with the ability to assign courses and issue licenses. This allows
you to track the progress and performance of the students online. Hosted and managed by ITpreneurs, the entire
environment is fully supported through our Global Service Desk.
Features
Manage your licenses online. Order only licenses when needed, or bulk-order licenses to benefit from volume
discounts:
View learner, learning group progress and performance information.
Create learner profiles and assign courses to learners, or pre-register groups of learners for a specific course.
Customize welcome e-mails that learners receive when they are registered for a course and use this to
communicate information about their learning program.
Offer the complete inventory of courses from the ITpreneurs catalog to your customers, in their own language.
Or, offer partial courses when required.
A front-end that allows you to publish your course catalog and provide information about your course program,
using advanced content management functionalities.
Allow learners to sign up and register for courses without administrator involvement. Or, generate coupons and
allow users to use these coupons to register for courses.
Ability to create an unlimited number of corporate training rooms, which grant departments or geographies with
the capacity to manage their own learning program.
Assign an instructor or coach profile to one or multiple learning groups, and manage the instructor or coach profile.
Create, and automatically e-mail course completion certificates to learners (also define the course completion
logic).
Receive and send alerts / messages to learners and maintain a discussion forum and knowledge-base for learners.

Optional Features and Integrations


Provision of payment gateway for the Partner Portal. The cost of this depends on the e-commerce vendor you
select or already work with. Options include PayPal, Credit Card Payment and more.
One-point integration with existing LMS:
-- Cost is based on an effort analysis. Integration requires licensing of the Learning Portal.
-- Learner is registered in your LMS (LMS) for courses.
-- When the learner accesses the course in LMS, he/she is redirected to the Portal and can start the course (security
validates login and referral URL).
-- There is no communication from the Portal to the LMS. Learners are requested to hand in their completion
certificate at the end of the course. Or, the administrator downloads a report on a monthly basis.
Two-point integration with existing LMS:
-- Includes all the features of 1-point integration. Plus, progress and performance data is sent back to the LMS when
the learner has completed the course (according to SCORM 2004 communication protocols).
Setup and Licensing
Initial setup and configuration based on an effort analysis
Monthly license fees, dependent on configuration and options licensed, included basic support
Extended support packages are optional extras
Licensing of ITpreneurs eLearning is not included
Ordering Information
Learning Portal License, Basic Functionality and Support

LMS1000

Corporate Training Room License

LMS2000

Learning Portal Additional Functionality License: eCommerce

LMS3000

Learning Portal Additional Functionality License: LMS Integrations

LMS4000

Setup and Configuration Services (effort based)

SET1000

Extended Support Package License

SUP1000

Portal Administrator Training (2 hours)

TRA1000

Portal Administrator Training (4 hours)

TRA2000

Support
ITpreneurs support services takes care of the initial configuration of the environment. This includes adding your
logo, setting up the administrator account, and assigning courses to the corporate environment.
A website code that allows you to add a user login section on your own intranet, or on your own website (optional).
ITpreneurs provides support during business hours and a limit of one support request per month. If desired,
extended support packages can be purchased separately.
Optional technical support 24/7/365 and unlimited support by the ITpreneurs Global Support Center. This includes
password resetting, technical support questions and administrator support.

Learning Infrastructure Services

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Courseware
Hosting
Courseware hosting is available for organizations that have their own eLearning courses, but are looking for a
(new) place to host and deliver them. Or, for organizations that are considering replacing their LMS with a hosted
solution. In both cases, ITpreneurs will facilitate the loading of the organizations eLearning into our learning portal
infrastructure. This service requires licensing of an ITpreneurs Learning Portal. Once we have set up the portal, we will
integrate your SCORM or AICC compliant eLearning into the portal. Learners will then be able to access the courses in
the same way they currently do through the ITpreneurs portal.
Features
Integration of customers SCORM or AICC compliant eLearning into the ITpreneurs Learning Portal
Support
Same choices and options as for the Learning Portal services
Setup and Licensing
Initial integration based on an effort analysis
Monthly hosting and management fee (in addition to Learning Portal licensing fees)
Ordering Information
Learning Portal Additional Functionality License: Customer Content Hosting

LMS5000

Setup, configuration and loading services customer content (effort based)

SET3000

Exam Hosting
and Delivery
Exam Hosting and Delivery is designed for organizations that have a paper or electronic exam, or certification, but
are looking for an online delivery solution that is backed up by a professional services and support organization. It is
also for organizations that have an online assessment system, but are looking to replace it through a fully hosted and
managed solution.
In a manner similar to our Learning Portal, ITpreneurs offers its proven and scalable online assessment system for
licensing to its customers and partners. Options include customizing the look and feel, the provision of digital
certificates to successful candidates, certificate validation services, booking, management and support of exam
sessions and candidates, proctor/invigilator management, webcam proctoring, etc. This service will become available
in the second half of 2012.
Features
Manage your own item pool and test publication
Item authoring
Candidate registration, individual or bulk
Provision of digital certificates to successful candidates
Certificate verification service
Choice of proctored or non-proctored exams
Support
Initial configuration of the environment and loading of your existing items into the system.
Exam and technical support 24/7/365, with unlimited support requests from the ITpreneurs Global Support and
Exams Center. This includes password resetting, technical support questions, and administrator support.
Optional Features and Integrations
Exam back-office support (test scheduling, candidate registration, proctor registration and assignment)
Webcam proctoring
Payment gateway
Setup and Licensing
Initial setup, configuration, integrations, loading of items and tests will be based on an effort analysis
A per-exam fee, dependent on volume commitments, as well as services and options selected
Webcam proctoring will be an additional per-exam fee
Ordering Information

Learning Infrastructure Services

Exam Hosting and delivery

EXM1000

Setup and Configuration Services for Exam Hosting (effort based)

SET2000

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Customization
Services

LMS Content Integration


Courseware Co-Branding
Custom Courseware and Exam
Development
The successful implementation of IT Best Practice frameworks in any organization
is not just about training (skill development). Most importantly, it is a matter of change
management. ITpreneurs can help you achieve your goals through customization.
This is made possible by adding your specific organizational content to our training
courses and by adapting parts of a course or courses to your specific needs. We can also
create a custom-developed training course for you.
Or, you might simply wish to add a welcome note from your CEO to one of our
courses, or apply your own corporate logo to ITpreneurs leading-edge courseware.
If you have developed a training program, which offers unique content or expertise,
but keeping it up-to-date has proven to be a challenge?
For these and other specialized training needs, ITpreneurs offers expertise in developing
best in-class trainings for you and your organization.

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LMS Content
Integration
LMS Content Integration is an option for organizations that already have an LMS, yet wish to add the ITpreneurs
eLearning portfolio to their environment. Imagine, being able to offer the best of ITpreneurs in-class and exclusive
training courses, in addition to your own courses (all within your existing LMS). ITpreneurs will license its eLearning to
you in the form of SCORM packages. Our Global Service Desk will work with you to load and integrate these courses
into your LMS.
Features
ITpreneurs eLearning provided as SCORM package to load into your LMS
Support
ITpreneurs staff works with you to load the courses into your LMS and customize the communication between the
content and LMS
Setup and Licensing
Applicable from 100 learners/per year onward.
ITpreneurs support requires remote access to your LMS to load and setup courses.
Partner/Customer provides a detailed monthly usage report of all licensed ITpreneurs courseware.
Partner/Customer demonstrates evidence of internal processes and guidelines that ensures course access is
granted to unique individuals only, and licenses are not shared among multiple users.
ITpreneurs performs an independent audit to validate the actual usage consumption and internal process related
to assigning and using licenses.
Prior to the integration of the complete eLearning course(s), ITpreneurs makes one (1) module available to Partner/
Customer in order to test integration possibilities and technical requirements. After the evaluation, ITpreneurs will
provide a final proposal defining the costs for managing the integration.
ITpreneurs can provide quarterly updates to the eLearning course content. It is recommended that the Partner/
Customer participate in these updates. With each update, ITpreneurs will provide a cost estimate for the integration.
Ownership of the intellectual property of the eLearning content is retained by ITpreneurs, even if the content is
moved to the premises of the customer. After termination of the contract, the Partner/Customer has 30 days to
provide evidence of termination of all accounts related to the courseware and to remove ITpreneurs IP from the
LMS.

Courseware
Co-Branding
To allow its partners and customers to promote their brands and corporate identities, ITpreneurs offers the option
of co-branding its training materials. In addition to the use of the ITpreneurs trademark, copyrights and logoyour
logo and name can be added, along with other brand elements to create your own look and feel. Small changes in
content, such as course agendas, can also be tailored to your requirements.
Features
Subscription service
Customer logo added to all instructional materials and slides
Tailoring of course agenda
Automatic co-branding of new releases and updates
Co-branding of eLearning courseware available
Setup and Licensing
Annual subscription per course title
Initial setup, after approval of design mock up, in 10 business days
During subscription, automatic co-branding of new releases and updates
Ordering Information
Courseware Co-Branding (annual subscription, per title)

CTM1000

Ordering Information
SCORM of AICC content integration into customer LMS (effort based)

Customization Services

CTM3000

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Custom
Courseware
and Exam
Development
Do you have an idea for a course of your own, but do not know where to start? Or, do you have courseware that has
not been updated for some time, which you would like to give a fresh look and feel? Or, would you simply like to add a
proprietary module to one of the ITpreneurs best-in-class learning solutions? For these and many other courseware ideas,
ITpreneurs leverages its experience in instructional design, media development and other core competencies for our
customers benefit by being an expert custom courseware development partner.
Features
Add custum elements to ITpreneurs coursware:
Add a CEO or other key stakeholder message to course introduction
Add custom elements to ITpreneurs courseware
Refurbish existing courseware to leading instructional design, and look and feel standards
Classroom, blended or eLearning concepts
Instructional Design Expertise
Media Design Expertise
Ordering Information
Recording, Editing and Integrating 2-5 Minute Executive Message

CCD1000

Creation of Custom Content (that replaces or is added to ITpreneurs content) CCD2000


Custom Courseware and/or Exam Development

Customization Services

CTM5000

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Accreditation
Services
Instructor Accreditation Program
Train the Trainer Program
Partner Accreditation Program
ITpreneurs has over 10 years experience in achieving and maintaining
accreditations with globally recognized certification bodies such as APMG,
ISACA, the Open Group, etc. ITpreneurs leverages this experience for the benefit
of its customers, by helping them define and implement the necessary quality
management systems, complete the required forms, certify and register
instructors, etc. This saves our partners time and hassle, and guarantees
a smooth accreditation process.

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Instructor
Accreditation
Program
Providing training for most IT Best Practice frameworks requires the certification and accreditation of instructors.
Without certified and accredited instructors, many courses cannot be marketed as official certification courses.
ITpreneurs works with you to ensure that your instructors are fully prepared for the accreditation process. We help
gather and organize the required documentation, we prepare trainers for all requisite exams or assessments, and
assist in completing the necessary paperwork.
Features
Instructor certification
Instructor accreditation
Development of Instructor competency
Assessment preparation

Accreditation Services

Effective training is not achieved simply by using the right courseware. ITpreneurs offers a variety of programs to
prepare instructors to develop a deeper understanding of the subject matter. We offer programs such as Courseware
Familiarization sessions to complete Train-the-Trainer (TTT) programs. ITpreneurs caters to the needs of each
instructor, from the accomplished expert to the aspiring professional. All the TTT programs are delivered by widely
acclaimed ITpreneurs Master Trainers.
Features
Competence development programs
Materials familiarization to complete the Train-the-Trainer (TTT) programs
Delivered by ITpreneurs Master Trainers

Ordering Information
Instructor Certification Program

Train the
Trainer
Program

CIP1000

Ordering Information
Contact your regional ITpreneurs Service Delivery team for further information

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Partner
Accreditation
Program
Marketing many of the training programs offered by ITpreneurs, as officially accredited certification courses,
requires the partner to be officially registered by, or affiliated with ITpreneurs. This can be a complex process that
requires in-depth understanding of numerous requirements. Many certifying bodies also require the adoption and
implementation of a quality management systema daunting prospect for many organizations. In order to help our
partners overcome hurdles such as these, ITpreneurs offers experience in achieving and maintaining accreditations
with many of the leading certifying bodies.
Features
Expert guidance throughout the accreditation process
Ready-made quality management system
Ordering Information
Partner Accreditation Program

Accreditation Services

PAP1000

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ITpreneurs
Exam Center
Services
The ITpreneurs inventory of official certification exams
is a high-stake endeavor.
The ability to guarantee the integrity of the exam is of
paramount importance to protect the credibility and
value of the certification.
A network of exam venues where high-stake
certification exams can be taken, either according
to publicized schedules or by making individual
arrangements, accommodates the needs of the
individual learner. The ITpreneurs Exam Centers service
delivers on this concept.

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ITpreneurs
Exam Centers
ITpreneurs offers its partners the option of becoming ITpreneurs Exam Centers. By signing up for this service, partners
can deliver high-stake exams to candidates who have either taken a virtual class or those who selected the eLearning
method. ITpreneurs offers a number of exams that are unique in the market.
Features
Unique exams: Kepner Tregoe Foundation, XBRL, Virtualization Essentials, TIPA Assessor and Lead Assessor
Leading exams at attractive fees: ITIL Foundation, Intermediates and MALC, PRINCE2 , COBIT, Cloud Essentials,
etc.
Ordering Information
ITpreneurs Exam Center

EXC1000

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ITpreneurs
Partner Course
Calendar (PCC)
Services
The Partner Course Calendar is a unique service, which enables
ITpreneurs partners to offer the full range of IT Best Practice courses
to their customers. These courses are typically hard to run because
of low learner enrollment. This full-service solution features a
comprehensive course calendar; offering quality, hosted courses
around the globe. ITpreneurs manages the entire
operation; we take all the risk and guarantee that
the courses take place.
For several of ITpreneurs courses, such as the TIPA and TOGAF, the
Partner Course Calendar is the only public delivery option available.

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ITpreneurs
Partner Course
Calendar
ITpreneurs offers the Partner Course Calendar schedule around the world, and continues to expand the number of
courses and locations available. We guarantee both the quality and learner satisfaction of our hosted courses. These
courses are warranted to be neutral in terms of course location(s) and instructor(s), and are exclusively available
through our Partners. Our Partners need only to position these courses and are assured of a profitable model.
Quality is assured. ITpreneurs Partners can focus on selling, without having to worry about organization or securing a
minimum number of learners.
Benefits
Ability to market courses that have historically been difficult to fill
No need to compromise on quality
High course success rates and satisfied students
Option to offer courses outside of your existing portfolio and geography
Enhanced offerings with innovative virtual classroom courses
No competition from ITpreneurs guaranteed protection of your customer base
Features
Guaranteed-to-run courses, no matter how few people sign up
Full service offering: ITpreneurs manages the training venue, course logistics, and organization of the course
and the exam
Courses are accredited by the required accreditation bodies
Delivered by ITpreneurs Certified Instructors who have undergone training and have a proven track-record
Courses will take place in a high-quality venue
Editable marketing materials, equipping sales and marketing staff to successfully market the courses
Includes all classroom and virtual classroom offerings
ITpreneurs provides an online course booking system for the management of the Partner Course Calendar
Program
Book seats to courses, no matter where in the world
Provide learner information relevant for scheduling the certification exam
Switch students across courses when required
Access the details of the scheduled-to-run courses, such as instructor information and venue information
Download marketing material that you can use to promote the courses
Ordering Information
Contact your regional ITpreneurs Service Delivery team for further information

ITpreneurs Partner Course Calendar (PCC) Services

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Copyright and Trademark Information


Copyright 2014 ITpreneurs. All rights reserved.
HDI is a registered trademark of HDI, a part of UBM LLC, Methodologies and Intellectual Property owned by HDI, a part of UBM LLC,
which is used by permission of and under licensing agreement with HDI, a part of UBM LLC. All rights reserved.
KCSSM is a service mark of the Consortium for Service Innovation.
ITIL is a registered trade mark of AXELOS Limited.
IT Infrastructure Library is a registered trade mark of AXELOS Limited.
Apollo 13 an ITSM case experience is a product of GamingWorks B.V.
R.E.P. is a registered service and membership mark of Project Management Institute, Inc.
PMI is a registered trade and service mark of Project Management Institute, Inc.
ISACA, is a registered trademark of the Information Systems Audit and Control Association.
COBIT is a registered trademark of ISACA and the IT Governance Institute.
PRINCE2 is a registered trademark of AXELOS Limited.
iPhone and iPod touch are trademarks of Apple Inc. registered in the U.S. and other countries. iPad is a trademark of Apple Inc. App
Store is a service mark of Apple Inc.
CompTIA is a registered trademark of CompTIA Properties, LLC
TOGAF is a registered trademark of The Open Group in the United States and other countries.
TOGAF 9.1, is a Registered Trade Mark of The Open Group.
ITpreneurs TOGAF Training Course 9 is an Accredited TOGAF Training Course and complies with the accreditation requirements
for The Open Group TOGAF Certification for People program. The Open Group Certification logo is a trademark and TOGAF is a
registered trademark of The Open Group in the United States and other countries.
ITpreneurs offers accredited ArchiMate 2 courses and is a member of The Open Group
ProCert Labs Tested / Exam Ready logo is a registered trademark or trademark of ProCert Communications LLC in the United States
and/or other countries.
The Kepner-Tregoe Foundation course includes Kepner-Tregoe Methodologies and Intellectual Property owned by Kepner-Tregoe,
which is used by permission of Kepner-Tregoe. All rights reserved.
TIPA is an initiative of the Centre de Recherche Public Henri Tudor. All rights reserved.
Copyright 2005-2014 BMC Software, Inc.
Copyright 2014 ServiceNow.
Copyright 2014 Vivantio Limited.
Copyright XBRL International Trademark is a registered trademarks of XBRL International, Inc.
PECB is certified to the ISO 9001:2008 (Certificate No. CA10/406891) and ISO 27001:2005 (Certificate No. GB10/81515) standards.
PECBs certification schemes are accredited by ANSI ISO/IEC 17024.

National Registry of CPE Sponsors (NASBA)


ITpreneurs is registered with the National Association of State Boards of
Accountancy (NASBA) as a sponsor of continuing professional education
on the National Registry of CPE Sponsors. State boards of accountancy
have final authority on the acceptance of individual courses for CPE
credit. Complaints regarding registered sponsors may be submitted
to the National Registry of CPE Sponsors through its Website: www.
learningmarket.org or they may be addressed at 150 Fourth Avenue North,
Suite 700, Nashville, TN 37219-2417. Website: www.nasba.

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Contact your region:


www.itpreneurs.com
info@itpreneurs.com
Europe
+31 10 711 02 60 (Headquarters)
USA/Canada
+1 800 214 6371
India
+91 11 40628800 (Product Development Office)
+91 124 4881050 (Sales Office)

Japan
+81 3 5856 5856
Brazil
+55 11 3042 4939
China
+86 10 58208819
Middle East & Africa
+971 4 362 5152
Nordic
+45 8851 0199

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