What’s the Difference? What s the Difference?

Clarifying Lifecycle and Capability Intermediate Knowledge

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About ITSM Academy

Accredited EducationITIL® Foundation

Ft. Lauderdale, Dallas & Washington, DC - PublicITIL Foundation

ITIL® Foundation and Managers Bridge

ITIL® Lifecycle, Capability and MALC

ITIL® Practitioner Service Manager (V2)

Corporate on-site ClassesVirtual ClassesCourseware LicensingITIL® Practitioner, Service Manager (V2)

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ITIL, MOF, ISO 20K Awareness

And More! Welcome!

ITSM Academy Affiliates

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An Overview of the An Overview of the ITIL® V3 Certification Scheme

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The V3 Scheme has Four Levels

Level 3

Level 4 Advanced(Applied)

Expert (working title)

Level 2

Expert (working title)(Lead)

Intermediate Streams(Implement or Execute)( p )

Implement ExecuteLevel 1 Foundation

(Understand)

Implement Execute

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The Scheme is Credit Based

A minimum of 22 credits are needed to achieve ITIL® ExpertFoundation – 2 creditsIntermediate (Lifecycle and/or Capabilities) – 15 creditsManaging Across the Lifecycle – 5 credits

TBD

5 points

ITIL Expert

Advanced Project Based

Service Offerings and Agreement (SOA)

Managing Across the Lifecycle

3 points each 4 points each

STCSI

SOMix and Match (15 credits)

Mandatory

Operational Support and Analysis (OSA)

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)SS SDST( )

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v3 Foundation

Lifecycle Stream Capability Stream2 points © ITSM Academy 2008

Mandatory

The Intermediate “Streams”

Lifecycle Modules (5 courses, 3 credits each)A 3 d l f l ( OGC b k)A 3 day course per lifecycle stage (or OGC book)Focuses on implementing a particular lifecycle stage

Capabilities Modules (4 courses 4 credits each)Capabilities Modules (4 courses, 4 credits each)A 5 day course per logical process cluster− Release, Control and Validation (RCV), ( )− Operational Support and Analysis (OSA)− Service Offerings and Agreement (SOA)

Pl i P t ti d O ti i ti (PPO)− Planning, Protection and Optimization (PPO)Focuses on executing integrated processes

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Lifecycle modules are for those working “on” the processes. Capabilities modules are for those working “in” the processes.

The Exams

Intermediate are scenario based with gradient scoringNi t i tNinety minutesEight complex questionsSeparate scenario bookletpFour possible and detailed answersScoring is − Five marks for best answer− Three marks for good answer− One mark for okay answer− Zero marks for distracter

Learners must achieve 28/40 or 70% to pass

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C bilit Lif l CCapability vs. Lifecycle Courses

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Capability Courses

V3 Capability V2 Practitioner

Capability courses are V3 equivalents to V2 Practitioner courses

V3 Capability V2 Practitioner

Release Control & Validation (RCV) = Release and Control (IPRC)

Operational Support & Analysis (OSA = Support and Restore (IPSR)

F d l d

Service Offerings & Agreements (SOA) = Agree and Define (IPAD)

Planning, Protection & Optimization (PPO) = Plan and Improve (IPPI)

Focus on executing and improving existing related processesCovers a detailed view of process inputs, activities, concepts, metrics and outputs of each process May cross lifecycle stages or V3 booksTargets process managers, line managers and those who will execute process daily activities

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execute process daily activities

What’s Covered in Capabilities Stream?Release Control and Validation (RCV) Operational Support and Analysis (OSA)Release, Control and Validation (RCV)• Change Management• Release And Deployment Management• Service Validation And Testing

Operational Support and Analysis (OSA)• Event Management • Incident Management • Request Fulfillment

• Service Asset & Configuration Mgmt• Knowledge Management• Request Fulfillment• Service Evaluation

• Problem Management • Access Management • Service Operation Functions

o Service Desk• Service Evaluation o Service Desko Technical Managemento IT Operations Managemento Application Management

Service Offerings and Agreement (SOA)• Service Portfolio Management• S i L l M t

Planning, Protection and Optimization (PPO)• Capacity Management• A il bilit M t• Service Level Management

• Service Catalog Management• Demand Management• Supplier Management

• Availability Management• IT Service Continuity Management• Information Security Management• Demand Management

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• Financial Management • Risk Management for Service Planning Protection and Optimization

Lifecycle Courses

V3 Lifecycle

ITIL V2 Service M

Service Strategy (SS)

Service Design (SD)

Service TransitionManager

Service Operation

Continual Service Improvement

Looks at implementing an entire lifecycle stageExplores stage activities, process relationships, roles, responsibilities and implementation considerationsand implementation considerationsCovers one ITIL V3 publication in each courseTargets ITSM project teams, process owners, lifecycle stage managers consultants and ITSM stakeholders

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managers, consultants and ITSM stakeholdersIs the V3 process equivalent of Service Manager

The Value of Modular Lifecycle Courses

Unlike V2 Service Manager, training can span a longer period of time while building credits towards ITIL Expertperiod of time while building credits towards ITIL Expert

CSIService Strategy

Service Design

Service Transition

Service Operation

Lifecycle knowledge can also be spread across multiple Lifecycle knowledge can also be spread across multiple learners, based on roles and responsibilitiesAllows for "just-in-time” educationCan be taken in the order that makes sense to you

It is highly recommended that organizations have at least one

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g y gITIL Expert™ to ensure that all aspects of the service lifecycle

are understood and considered.

You Can Mix and Match SS CSI

Your education plan can include SDRCV

courses from both streamsThe Credit Profiler

OSA

Helps learners build a balanced path to ITIL ExpertCan be based on completed or potential coursesGenerates a comments and recommendation reportUseful tool for helping learners plan their education

i il ffi i l i /i il i / /www.itilofficialsite.com/itilmapping/v1/map.asp

A “balanced” education plan ensures that you have sufficient

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knowledge to succeed in “Managing Across the Lifecycle” and earned ITIL Expert certification.

Intermediate Courses and ITIL Expert

You can earn enough credits through either the Lif l C bilit t t t “M i Lifecycle or Capability stream to enter “Managing Across the Lifecycle” (15 credits plus 2 for Foundation))“Managing Across the Lifecycle” (MALC) is the gateway course and exam to achieve ITIL Expert certificationAs the name implies, MALC b i it ll t th d id brings it all together and considers softer, but tougher issues such as organizational change. ITIL E t Pi

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as organizational change. ITIL Expert Pin

Accredited ITIL Course Availability

Delivered in ITSM Academy offers Delivered inPublic Classrooms− Fort Lauderdale

ITSM Academy offers the full library of ITIL V3 Courses

− Dallas− Washington DC− Virtual Classroom

(coming soon!)

Corporate On-SiteCorporate, On SiteCourseware Licensing

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