Vous êtes sur la page 1sur 14

 

TRAINING FOR IT PROFESSIONALS

 
DUNS:  831687236  We bring the CLASS to you! 
   
CAGE Code:  5NEC2  ITSM Specialties, LLC is an SBA registered, small business that 
  specializes in on‐site ITIL Training for IT Professionals in Federal and 
SIC Code:  8748  State Government as well as both large and small businesses.  We are 
  passionate about effectively training our clients and our 97.5% pass rate 
Primary NAIC:  611430  is testimony of our success.  Rick Hawtrey, our ITIL Expert and lead 
  trainer has Industry Certifications in ITIL, Cisco, Microsoft, and CompTIA 
Small Business NAIC:  disciplines. 
541519  541990   
541611  611420  CAPABILITIES 
541618  611430   
541690  611691  ON­SITE TRAINING ‐ Live instructor lead classroom experience that is 
  innovative, engaging and exciting.  Over 13 years experience in various 
TechQuest PA  fields of training and instruction. We provide all equipment necessary for 
Technology Council  this training, utilizing Microsoft Power Point and overhead projection 
Training Partner  system. 
   
PA Supplier Portal 
 

ITIL Training ‐ Accredited by EXIN to provide Industry Certified 
Registered Training Provider  Training and Exams from ITIL v3 Foundation Certification to ITIL v3 
 
Exostar  Expert.  Rick Hawtrey has taught the ITIL v3 Foundation Certification 
Registered Training Provider  Course 55 times with a 99.7% pass rate. 
 
   
Chambersburg COC  CURRENT KEY CLIENTS 
Member   
Momentum Inc.      Tenacity Solutions 
John MackPrang      Kristal Kokiko 
Consultant, CBAP      Office:  (703) 489‐0871 
Cell:  (717) 576‐0395    kkokiko@tenacitysolutions.com 
JMackPrang@m‐inc.com     
 
NOVA Corp 
George Brewster, COO 
Office:  (717) 262‐9720 
Cell:  (717) 977‐8164 
George.Brewster@NOVA‐Dine.com 
 
1338 4th Avenue CONTACT INFORMATION 
Chambersburg, PA 17202  
(717) 496-1382 Phillip Zook          Rick Hawtrey ‐ ITIL Expert 
www.itsmspecialties.com Marketing Director        Owner / Trainer 
717‐496‐1382 
phillip.zook@itsmspecialties.com 
 
TRAINING FOR IT PROFESSIONALS

 
Pricing:  Our Accredited ITIL v3 Foundations Class 
   
ITIL v3 Foundations (3 days)  Our EXIN accredited ITIL v3 foundation level class was written by our 
  ITIL Expert/Lead Instructor and gives us the flexibility to customize it to 
Single student enrollment:  
a wide base of customer need. It is based on the ITIL Qualification 
• $1900 per student 
  Scheme and focuses on providing knowledge and comprehension of the 
Onsite training with volume  key concepts, structure, terminology and processes of ITIL. This entry 
discounts:  level certification course exposes students to the key elements of the ITIL 
• Class size of 12 or less the cost  V3 Service Lifecycle, including the linkages between Lifecycle stages, the 
is $1400 per student.     processes used and their contribution to Service Management practices 
• Class size of 13 or 14 the cost 
is $1300 per student.    
and is structured as follows: 
• Class size of 15 to 16 the cost   
is $1250 per student.       Chapter 0    Getting Started 
• Class size of 17 to 19 the cost  Chapter 1     The Big Picture 
is $1200 per student.     Chapter 2     Service Strategy 
• Class size of 20 to 25 the cost  Chapter 3    Service Design 
is $1150 per student 
  Chapter 4    Service Transition 
Onsite training with multi class  Chapter 5    Service Operations 
volume discounts:  Chapter 6    Continual Service Improvement 
• Buy 5 foundations classes  Chapter 7     Review  
with 20 plus students and        Exam 
get the 6th foundations class 
with equal amount of 
 
students at no cost. Total  Upon successful completion of this course, students will take the official 
$115,000.  EXIN accredited ITIL v3 foundations exam proctored onsite by our 
instructor (results expected to be returned to student within 48 hours). 
Students can expect to gain knowledge and understanding in the 
following areas: Service Management as a practice, Service Lifecycle, Key 
Principles and Models, Generic Concepts, Selected Processes, Selected 
Roles, Selected Functions, Technology and Architecture, and ITIL 
Qualifications Schemes. 
 
Service History 
 
In the past two years our ITIL Expert/Lead Instructor has taught the ITIL 
v3 foundations 56 times and other ITIL classes 24 times. 
In those 56 classes Rick has had 786 students, with a pass rate of 97.5%. 
 
1338 4th Avenue Some of those students include: 
Chambersburg, PA 17202 • Booz Allen Hamilton‐ Norfolk, VA 
(717) 496-1382 • Nova Corp‐ Chambersburg, PA 
www.itsmspecialties.com • Momentum Inc‐ Camp Hill, PA 
• Tenacity Solutions‐ Reston, VA 
 
 
1138 4 Ave Chambersburg, PA 17202
th

 
717-496-1382  www.itsmspecialties.com
 
 
 
Rick Hawtrey
Professional ITIL® Trainer 
 
• Rick Hawtrey is a Consultant and Instructor who has worked for some of the largest training companies 
in the world and now is the Owner of ITSM Specialties. With industry certifications in ITIL, Cisco, 
Microsoft, and CompTIA disciplines and as a certified instructor in the IT field, Rick has ample 
experience in corporate, government, and consumer training.   
• Rick also has 13 years of experience in various types of adult and youth instruction, ranging from youth 
ministry to technical and management instruction for IT professionals.   
• With his ITIL experience, vibrant personality and lively classroom presence, students of all types will 
find his educational seminars a worthwhile investment of time for the participants. 
• For Rick, "training is more than regurgitation of information; it is about the experience and what 
students can take away from it".  
• Rick has a 97.5% combined pass rate for the classes that he teaches.  He has taught the ITIL® 
Foundations for Service Level Management 55 times with an exam pass rate of 99.7%. 
 
Technical Certifications: 
• ITIL, v3 Intermediate for Service Operations (SO) 
• ITIL, v3 Intermediate for Service Transition (ST) 
• ITIL, v3 Intermediate for Service Design (SD) 
• ITIL, v3 Intermediate for Continual Service Improvement (CSI) 
• ITIL, v3 Intermediate for Release, Control, and Validate (RVC) 
• ITIL, v3 Intermediate for Operational Support and Analysis (OSA) 
• ITIL, v3 Intermediate for Planning, Protection, and Optimization (PPO) 
• ITIL, v3 Intermediate for Service Offerings and Agreements (SOA) 
• ITIL, v3 Intermediate for Managing Across the Life Cycle (MALC) 
• ITIL, v2 Practitioner for Service Level Mnt and Financial Mnt (IPAD) 
• ITIL, v2 Practitioner for Change, Configuration, and Release Mnt (IPRC) 
• ITIL, v2 Practitioner for Service Desk, Incident, and Problem Mnt (IPSR) 
• ITIL, v2 Practitioner for IT Service Desk / Incident Management  
• ITIL, v3 Foundation for IT Service Management 
• ITIL, v2 Foundation for IT Service Management 
 
• Microsoft (MCT, MCSE 2000 & 2003, MCSA 2000 & 2003, MCDBA, MCDST) 
• Cisco (CCNA)  
• CompTIA (A+, Network+) 
 
Industry Recipients of Training
 
Some of the companies and organizations that have received instruction from Rick include: 
 
• JP Morgan Chase  • Internal Revenue Service 
• Janney Montgomery Scott  • United Nations 
• Bank of New York Mellon  • NYPD 
• Federal Reserve Bank  • ING 
• American Stock Exchange  • U.S. Army 
• Merrill Lynch  • U.S. Navy 
• Credit Suisse  • U.S. A.F. 
• Inter American Development Bank  • U.S. Marine Corp 
• American Heart Association   • Canadian Nation Defense  
• Temple University  • FBI 
• Johns Hopkins University   
• Rail Europe 
• Elf Petroleum Nigeria 
• U.S. The Office of Administration (White House) 
• U.S. Supreme Court 
 
 
References ITSM Specialties Affiliations
 
Exin International
George Brewster
Accredited Training Provider
Chief Operating Officer
NOVA Corporation
TechQuest
Office (717) 262-9720
Partner
Cell (717) 977-8164
www.tccp.org
Email: George.Brewster@NOVA-Dine.com
Chambersburg COC
John Mackprang,
Member
Consultant, CBAP
www.chambersburg.org
Momentum, Inc.
Management Consulting
Pennsylvania Supplier Portal
Cell (717) 576-0395
Registered Training Provider
www.m-inc.com
www.pasupplierportal.state.pa.us
Kristal Kokiko
US Small Business Assocation (SBA)
Tenacity Solutions ! Certified
Cell (703) 489-0871 www.sba.gov

Exostar
Registered Training Provider
www.exostar.com
What People Are Saying

Jill Ronk-Director of IT Operations and Risk Management- Banta Corp.


He was a great instructor and made the information interesting and alive.

Mark Duening- Manitowoc Company


The instructor’s enthusiasm and passion for the subject made learning more effective.

Jay D’Auria- Computer Support Specialist- SFK Pulp, Menominee MI


Rick is one of the most impressive instructors I have delt with in my 10 years as a technician. Very knowledgeable and good
communication skills. A course is only as good as the instructor presenting it. Had we had a different instructor I may not have
gained as much from the class.

Ryan Dohm- Technical Instructor- New Horizons


Rick Hawtrey has an incredible capacity for the ITIL process and effectively projects his knowledge, experience and excitement in
his classroom. I was concerned after the first couple of classes due to the information overload, however with Rick's instructional
techniques the information was molded and solidified in a way that made perfect sense and cleared the way for a successful exam.
Thank you Rick for a pleasant experience.

Pete Larabell- Technical Instructor- New Horizons


Did a good job. Not only knows ITIL very well, but leaves students with a strong impression that instructor LIKES ITIL, and
believes in its principles. Made class fun.

Kris Sexton- Franciscan Skemp Healthcare- Mayo Clinic


Amazed at how much real world experience the instructor has and how he was able to use that in the presentation of the info.

Lori Peapenburg- SCA Tissue


Instructor did good job of providing reasoning on things within ITIL that are not always black and white.

Craig Rhodes- Franciscan Skemp Healthcare- Mayo Clinic


Very knowledgeable of the content. Easy to understand. Great real world experiences.

Anonymous Student
Rick has a unique blend of real world experience along with his own technical expertise. This synergy provides for a high tension
learning environment. It was a pleasure sitting his class.

Karen Croft- DISN- US Navy


The real life stories and experiences really helped to explain course content

Anonymous Student
Rick was an excellent instructor and I would recommend this class to my peers.

Anonymous Student
Best IT instructor I’ve ever had. Very Knowledgeable. Very Good at deferring extraneous discussions to keep topics moving.

Brian Dormer- US Army


5 Stars- Excellent Instructor

Chip Wolf- Nova-Dine


Very Positive, Energetic, Eager to see success in students
 
Day  Time  ITIL v3 Foundations  

Day 1  9:00 AM Start Chapter 0: Introductions


9:45AM  Start Chapter 1: The Big Picture
10:30AM  Break    
10:40AM  Continue Chapter 1: The Big Picture 
11:30AM  Start Chapter 2: Service Strategy
12:00PM  Lunch 
1:00PM  Continue Chapter 2: Service Strategy 
2:00PM  Start Chapter 3: Service Design
2:30PM  Break 
2:40PM  Continue Chapter 3: Service Design 
4:30PM  Sample Exam A
5:30PM  End of Day

Day 2  9:00AM  Debrief on Day Sample Exam A  and Review day 1


10:00AM  Continue Chapter 3: Service Design 
10:30AM  Break 
10:40AM  Continue Chapter 3: Service Design 
11:00AM  Start Chapter 4: Service Transition 
12:00PM  Lunch 
1:00PM  Continue Chapter 4: Service Transition 
2:30PM  Break 
2:40PM  Start Chapter 5: Service Operations 
4:30PM  Sample Exam B
5:30PM  End of Day

Day 3  9:00AM  Debrief on Day Sample Exam B  and Review day 2


10:00AM  Continue Chapter 5: Service Operations 
10:30AM  Break 
10:40AM  Continue Chapter 5: Service Operations 
11:20AM  Start Chapter 6: Continual Service Improvement
12:00PM  Lunch 
1:00PM  Continue Chapter 6: Continual Service Improvement
2:00PM  Review and Wrap‐up
3:00PM  Certification Exam
 

 
 
 
Chapter                  given time                
Chapter 0: Introductions          45 min   
Chapter 1: The Big Picture         95 min   
Chapter 2: Service Strategy        90 min   
Chapter 3: Service Design          190 min   
Chapter 4: Service Transition        150 min   
Chapter 5: Service Operations        180 min   
Chapter 6: Continual Service Improvement  100 min   
Daily morning review          120 min   
In class sample exam exercises        120 min   
End of class review            60 min 
Coffee breaks              50 min   
Lunch                180 min 
Total                 1380 min   
 
 
 
Total contact hours equal 19 hours 

 
Session 
Name  Chapter 0:Introductions  
subject &   Subject‐  Reference to
learning  Introduction to course  the related
Goal: getting to know the course program. Course participants getting to know each other  parts of the
objectives 
syllabus to
and their background. 
be used
 
To help the candidate understand the ITIL Qualification scheme, distinguish between the purposes of
09-1
the two intermediate streams, mention the included certificates, ITIL Expert and ITIL Master, and
understand the different options for further training.
 
Delivery  • Explain course goals, syllabus, qualification scheme, and logistics using power  Reference to
Style and  point slides   the related
parts of the
Methods  • Power Point presentation  
courseware to
• Introduction to topics and exam format using sample test 1‐handout 1   be used
• Classroom introductions 
  Slide 1-9
 
Session   
Name  Chapter 1: The Big Picture 
subject &     Reference to
learning  Subject‐  the related
 “The Big Picture”  parts of the
objectives 
syllabus to
Goal‐ Help students to understand the following concepts 
be used
• Help the candidate to define Service and to comprehend and explain the concept of Service
Management as a practice. Specifically, candidates must be able to: 01-1
• concept of Good Practice 01-2
• concept of a Service 01-3
• concept of Service Management 01-4
• define Functions and Processes  01-5
• explain the process model and the characteristics of processes  02-2
• Describe basics of Value Creation through Services  02-3
02-4
• Help the candidate to understand the value of the Service Lifecycle, Specifically, candidates 02-6
must be able to:
02-8
• Describe the structure, scope, components and interfaces of the Service Lifecycle 
02-10
• Account for the main goals and objectives of Service Strategy 
• Account for the main goals and objectives of Service Design  03-1
• Account for the main goals and objectives of Service Transition  03-2
• Account for the main goals and objectives of Service Operations 04-2
• Account for the main goals and objectives of Continual Service Improvement 07-1
  07-2
• Help the candidate to account for and to be aware of the responsibilities of some of the key
roles in Service Management. Specifically, candidates must be able to:  
• Account for the role and the responsibilities of the
ƒ Process owner
ƒ Service owner
• Recognize the RACI model and explain its role in determining organizational
structure.

• Candidates must be able to define and explain the following key concepts:
• Utility and Warranty
• Resources, Capabilities and Assets
 
 
 
Delivery  • Power Point presentation   Reference to
Style and  • Practice examples from instructors personal experience   the related
parts of the
Methods  • Using the section in the instructor manual titled “Get the students talking” to ask 
courseware to
the students questions.  be used
• Fill in the blank question slide (5 minutes to work in teams to find answers) walk 
through the answers as a group discussion.  Slide 10-40 
• Use the multiple choice questions and to prompt discussion as a review. 
 
 
 
Session   
Name  Chapter 2: Service Strategy 
subject &     Reference to
learning  Subject‐  the related
“Service Strategy”  parts of the
objectives 
syllabus to
Goal‐ Help students to understand the following concepts 
be used
The purpose of this unit is to help the candidate to comprehend and account for the key principles
and models of Service Management and to balance some of the opposing forces within Service  
Management. 01-3
Specifically, candidates must be able to: 03-3
Service Strategy 03-6
. 03-7
• Help the candidate understand how the Service Management processes contribute to the
03-9
Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and
challenges for five of the core processes, and to state the objectives and some of the basic 05-21
concepts for thirteen of the remaining processes including how they relate to each other. 05-22
• The list of activities to be included from each process is the minimum required and should
not be taken as an exhaustive list. Specifically, candidates must be able to:  
o Account for the main goals and objectives of Service Strategy 
o State the objectives and basic concepts for:
ƒ Demand Management
• The following list must be covered:
o Challenges in managing demand for Services
o Activity-based Demand Management (Patterns of
business activity (PBAs)
o Business activity patterns and user profiles
ƒ Financial Management

o candidates must be able to define and explain the following key concepts:
ƒ Service Portfolio
ƒ Business Case
ƒ Risk
ƒ Service Provider

 
Delivery  • Power Point presentation   Reference to
Style and  • Practice examples from instructors personal experience   the related
parts of the
Methods  • Using the section in the instructor manual titled “Get the students talking” to ask 
courseware to
the students questions.  be used
• Fill in the blank question slide (5 minutes to work in teams to find answers) walk 
through the answers as a group discussion.  Slide 41-65 
• Use the multiple choice questions and to prompt discussion as a review. 
 
 
Session   
Name  Chapter 3: Service Design 
subject &     Reference to
learning  Subject‐  the related
“Service Design”  parts of the
objectives 
syllabus to
Goal‐ Help students to understand the following concepts 
be used
The purpose of this unit is to help the candidate to comprehend and account for the key principles
and models of Service Management and to balance some of the opposing forces within Service
Management. 02-4
Specifically, candidates must be able to: 02-5
03-4
03-10
• Account for the main goals and objectives of Service Design  03-11
• Briefly explain what value Service Design provides to the business 03-12
03-13
• Understand the importance of People, Processes, Products and Partners for Service
03-14
Management
• Understand the five major aspects of Service Design
03-15
• Service Portfolio Design 04-3
• Identification of Business Requirements, definition of Service Requirements and 04-4
design of Services 05-31
• Technology and architectural design 05-41
• Process design 05-42
• Measurement design
05-43
05-44
• Help the candidate understand how the Service Management processes contribute to the 05-45
Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and 05-46 
challenges for five of the core processes, and to state the objectives and some of the basic
concepts for thirteen of the remaining processes including how they relate to each other.
Specifically, candidates must be able to:
o Service Design
ƒ Explain the high level objectives, basic concepts, process activities
and relationships for:
• Service Level Management (SLM)
o The following list must be covered:
ƒ Service-based SLA
ƒ Multi-level SLAs
ƒ Service level requirements (SLRs)
ƒ SLAM chart
ƒ Service review
ƒ Service improvement plan (SIP)

ƒ State the objectives and basic concepts for:


• Service Catalogue Management
• Capacity Management
• Capacity plan
• Business capacity management
• Service capacity management
• Component capacity management
• IT Service Continuity Management
• Business Continuity Plans
• Business Continuity Management
• Business Impact Analysis
• Risk Analysis
• Availability Management
• Service availability
• Component availability
• Reliability
• Maintainability
• Serviceability
• Information Security Management (ISM)
• Security framework
• Information security policy
• Information security management system (ISMS)
• Supplier Management
• Supplier Contract Database (SCD)

ƒ Candidates must be able to define and explain the following key concepts:
• Service Catalogue
• Supplier
• Service Level Agreement (SLA)
• Operational Level Agreement (OLA)
• Contract
• Service Design Package
• Availability
 
Delivery  • Power Point presentation   Reference to
Style and  • Practice examples from instructors personal experience   the related
parts of the
Methods  • Using the section in the instructor manual titled “Get the students talking” to ask 
courseware to
the students questions.  be used
• Fill in the blank question slide (5 minutes to work in teams to find answers) walk 
through the answers as a group discussion.  Slide 66-
• Use the multiple choice questions and to prompt discussion as a review.  114 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Session   
Name  Chapter 4: Service Transition 
subject &     Reference to
learning  Subject‐  the related
“Service Transition”  parts of the
objectives 
syllabus to
Goal‐ Help students to understand the following concepts 
be used
The purpose of this unit is to help the candidate to comprehend and account for the key principles
and models of Service Management and to balance some of the opposing forces within Service
Management. Specifically, candidates must be able to: 02-6
  02-7
• Account for the main goals and objectives of Service Transition 03-16
• Briefly explain what value Service Transition provides to the business 03-17
  03-18
• Help the candidate understand how the Service Management processes contribute to the 03-19
Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and 03-20
challenges for five of the core processes, and to state the objectives and some of the basic 03-21
concepts for thirteen of the remaining processes including how they relate to each other. 03-22
Specifically, candidates must be able to:
o Service Transition
03-23
ƒ Explain the high level objectives, basic concepts, process activities 03-35
and relationships for: 03-34
• Change Management 05-51
o Types of change request 05-52
o Change process models and workflows 05-61
o Standard change
05-62
o Remediation Planning
o Change Advisory Board / Emergency Change Advisory  
Board
• Service Asset and Configuration Management (SACM) to include:
o The Configuration Model
o Configuration items
o Configuration Management System (CMS)
o Definitive Media Library
o Configuration baseline
ƒ State the objectives and basic concepts for:
• Release and Deployment Management
• Knowledge Management- DIKW & SKMS

o candidates must be able to define and explain the following key concepts:
ƒ Service Knowledge Management System (SKMS)
ƒ Configuration Item (CI)
ƒ Configuration Management System
ƒ Definitive Media Library (DML)
ƒ Service Change
ƒ Change types (Normal, Standard and Emergency)
ƒ Release Unit
ƒ Concept of Seven R’s of Change Management
ƒ Release policy
ƒ Service Assets
 
Delivery  • Power Point presentation   Reference to
Style and  • Practice examples from instructors personal experience   the related
parts of the
Methods  • Using the section in the instructor manual titled “Get the students talking” to ask 
courseware to
the students questions.  be used
• Fill in the blank question slide (5 minutes to work in teams to find answers) walk 
through the answers as a group discussion.  Slide 115-
• Use the multiple choice questions and to prompt discussion as a review.  157 
Session   
Name  Chapter 5: Service Operations 
subject &     Reference to
learning  Subject‐  the related
“Service  Operation ”  parts of the
objectives 
syllabus to
Goal‐ Help students to understand the following concepts 
be used
The purpose of this unit is to help the candidate to comprehend and account for the key principles
and models of Service Management and to balance some of the opposing forces within Service
Management. Specifically, candidates must be able to: 02-8
02-9
• Account for the main goals and objectives of Service Operations 03-24
• Briefly explain what value Service Operation provides to the business 03-25
03-26
• Help the candidate understand how the Service Management processes contribute to the 03-27
Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and 03-28
challenges for five of the core processes, and to state the objectives and some of the basic
concepts for thirteen of the remaining processes including how they relate to each other. 03-29
03-30
• The list of activities to be included from each process is the minimum required and should 03-31
not be taken as an exhaustive list. Specifically, candidates must be able to: 03-32
o Service Operation 03-33
ƒ Explain the high level objectives, basic concepts, process activities 05-71
and relationships for:
05-72
• Incident Management
• Problem Management
05-81
ƒ State the objectives and basic concepts for: 05-82
• Event Management 05-83
• Request Fulfillments 06-1
• Access Management 06-2

ƒ Functions
• The purpose of this unit is to help the candidate to explain the role,
objectives and organizational structures of the Service Desk function,
and to state the role, objectives and overlap of three other functions.
• Specifically, candidates must be able to:
• Explain the role, objectives and organizational structures for - The
Service Desk function
• State the role, objectives and organizational overlap of:
• The Technical Management function
• The Application Management function
• The IT Operations Management function (IT Operations
Control and Facilities Management)  

ƒ Candidates must be able to define and explain the following key concepts:
• Event and Alert
• Incident
• Impact, Urgency and Priority
• Service Request
• Problem, Workaround, and Known Error
• Known Error Data Base (KEDB)
• The role of communication in Service Operation
 
Delivery  • Power Point presentation   Reference to
Style and  • Practice examples from instructors personal experience   the related
parts of the
Methods  • Using the section in the instructor manual titled “Get the students talking” to ask 
courseware to
the students questions.  be used
• Fill in the blank question slide (5 minutes to work in teams to find answers) walk 
through the answers as a group discussion.  Slide 158-
• Use the multiple choice questions and to prompt discussion as a review.  203 
Session   
Name  Chapter 6: Continual Service Improvement
 
  Subject‐  Reference to
“ Continual Service Improvement ”  the related
Goal‐ Help students to understand the following concepts  parts of the
The purpose of this unit is to help the candidate to comprehend and account for the key principles syllabus to
and models of Service Management and to balance some of the opposing forces within Service be used
Management. Specifically, candidates must be able to:
02-10
• Account for the main goals and objectives of Continual Service Improvement 03-5
04-8
• The purpose of this unit is to help the candidate to comprehend and account for the key 04-9
principles and models of Service Management and to balance some of the opposing forces 04-10
within Service Management. Specifically, candidates must be able to:
o Continual Service Improvement
08-2
• Explain the Plan, Do, Check and Act (PDCA) Model to control and manage  
quality
• Explain the Continual Service Improvement Model
• Understand the role of measurement for Continual Service Improvement and
explain the following key elements:
• The role of KPIs in the Improvement Process
• Baselines
• Types of metrics (technology metrics, process metrics, service metrics)

o Help the candidate to.


ƒ Understand how Service Automation assists with integrating Service
Management processes

o Candidates must be able to define and explain the following key concepts:
ƒ The role of IT Governance across the Service Lifecycle
 
Delivery  • Power Point presentation   Reference to
Style and  • Practice examples from instructors personal experience   the related
parts of the
Methods  • Using the section in the instructor manual titled “Get the students talking” to ask 
courseware to
the students questions.  be used
• Fill in the blank question slide (5 minutes to work in teams to find answers) walk  Slide 204-
through the answers as a group discussion.  228 
• Use the multiple choice questions and to prompt discussion as a review. 
Session 
Name  Sample Test 
 
  • The purpose of this unit is to help the candidate to pass the ITIL Foundation exam. Reference to
• Specifically, candidates must: Sit minimum one ITIL Foundation mock exam. the related
  parts of the
syllabus to
be used
10-1
Delivery  • This should be a closed book timed sample test given to simulate the real exam  Reference to
Style and  the related
parts of the
Methods 
courseware to
be used
Handout 2
and 5
 

Vous aimerez peut-être aussi