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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
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.
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.
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
Process owner
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:
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
Financial Management
o candidates must be able to define and explain the following key concepts:
Service Portfolio
Business Case
Risk
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
Explain the high level objectives, basic concepts, process activities
and relationships for:
• Service Level Management (SLM)
o The following list must be covered:
Service-based SLA
Multi-level SLAs
Service level requirements (SLRs)
SLAM chart
Service review
Service improvement plan (SIP)
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
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
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:
Service Knowledge Management System (SKMS)
Configuration Item (CI)
Configuration Management System
Definitive Media Library (DML)
Service Change
Change types (Normal, Standard and Emergency)
Release Unit
Concept of Seven R’s of Change Management
Release policy
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
Explain the high level objectives, basic concepts, process activities 05-71
and relationships for:
05-72
• Incident Management
• Problem Management
05-81
State the objectives and basic concepts for: 05-82
• Event Management 05-83
• Request Fulfillments 06-1
• Access Management 06-2
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)
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 Candidates must be able to define and explain the following key concepts:
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