edu catalog itil 209495
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you can
ITIL® TrainingCatalog
CA EDUCATION TRAINING CATALOG: ITIL
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What students are saying about
CA Education’s ITIL offerings...
“Best class I have
taken in over a year”
“Instructor was dynamic
and kept the class movingat a good pace. He made the
topic interesting by equating
it to real-life examples.”
“The instructor demonstrated a very deep
understanding of the material and its
applicability to real-world scenarios. The
delivery was entertaining, on target and
stressed a comprehension of the principles of
ITIL. Overall, the class was a pleasure and I
would highly recommend it to colleagues.”
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Copyright © 2010 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only.
To the extent permitted by applicable law, CA provides this document “As Is” without warranty of any kind, including, without limitation, any implied warranties of merchantability or fitness for a particular
purpose, or noninfringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or
lost data, even if CA is expressly advised of such damages.
Table of Contents
CA Education and ITIL Overview 1
Training Options 1
ITIL v3 Qualification Scheme 2
ITIL v3 Credit System and The Relationship Between v3 & v2 3
Withdrawl of ITIL v2 Certification 5
Learning Paths 5
Course Pricing 7
Course Overviews 8
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1 CA EDUCATION TRAINING CATALOG: ITIL
CA Education and ITIL Overview
IT Infrastructure Library® (ITIL®) best practices are globally recognized as the preferred way of
managing and delivering IT Services within an organization. Certification shows you understand the
foundations of ITIL Best Practices. Training at the practitioner and manager levels will allow you
to implement these practices in a corporate enterprise. Our ITIL certification program can help you
maximize your investment in IT management by showing you how to align your IT infrastructure,development and operations with your business processes and objectives.
CA Education’s on-staff ITIL instructors are experts in Service Management, providing students with
a rich resource of practical experience and instructional expertise. Our instructors are fully accredited
and average more than 20 years of industry experience. Skilled professionals and top-ranked instruc-
tors work together to provide effective training that speeds up the learning process and delivers
measurable results in productivity, service availability, and reduced costs
CA has partnered with the leading ITIL training authority, ITpreneurs, to provide the best training
in the domain of IT Management and Control Best Practices. ITpreneurs works closely with subject
matter experts from the leading Best Practice Standards authorities, including APMG, BSI, EXIN,
ISEB, ISACA, and itSMF. All levels of our ITIL courses are accredited by EXIN. ITpreneurs maintains
seats on the ITIL Version 3 Advisory Board and the ITIL v3 Examiner Panel. Subject matter experts in
these and other domains ensure that the course material offered is always up to date and meets the
most stringent accreditation schemes.
Training OptionsMore than 30,000 people are trained annually by CA Education in many different languages from all
over the world. Our training methods and tools are designed to help work teams be more productive
in less time. CA Education’s experienced and certified professionals and education partners deliver a
robust and flexible catalog of courses in a variety of formats.
Classroom Training
Learn from live experts and share best practices with instructors and peers in state-of-the-art CA
Education learning centers. The personal, face-to-face interaction with instructors and peers gives
students an open forum to ask questions and share rich tips and tricks. This rich learning solution
can ensure the highest levels of competency and knowledge transfer. Instructor-led training
classroom training is available at:
CA Learning Centers
Get away from your daily work by attending a class at a state-of-the-art CA Learning Center near
you. This option provides a dedicated learning environment that eliminates any impact on your
production workflow.
• Public Courses: Choose from a list of popular courses offered at CA Learning Centers
• Private Courses: Dedicated classes for often large customers at CA Learning Centers
On-Site
CA Education’s on-site, instructor-led training accelerates the learning curve and boosts
productivity. Our instructors teach courses that fit within your learning objectives and present
the material in one or several scheduled courses on-site at your facility. On-site courses not only
save travel time, but in many cases, students can directly apply the outcome of their hands-on
exercises to actual tasks.
CA Education strivesto be your preferred source for enterprise IT managementeducation and best practices trainingsolutions by deliv-
ering measurableresults and a reward-ing learning experi-ence. Our trainingis designed to easerampup time so your work teams are more productive, sooner.We work to ensureyour overall satisfac-tion with CA prod-ucts and services
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ITIL
Master
ITIL Expert
Managing Across Lifecycle
Lifecycle Modules Capability Modules
SS SD ST SO CSI OSA PPA RCV SDA
ITIL v3 Foundation Certificate in IT Service Management
FIGURE A
Diagram shows thestructure of qualifica-tions within the Version3 scheme.
There are four levels within the
scheme:
1. Foundation Level
2. Intermediate Level
(Lifecycle & Capability Streams)
3. ITIL Expert
4. ITIL Master
CA EDUCATION TRAINING CATALOG: CA ITIL 2
Virtual Learning
CA Virtual Instructor Led Training (VILT) provides the same benefits of classroom instruction at
your own desk without the time and expense of travel. CA Education certified instructors host the
course using state-of-the-art tools over the internet. With your web browser you view the courseware
material and whiteboard exercises while listening to and engaging with your instructor as well as
with your student peers.
Web-Based Training
CA Education also offers a number of courses that can be completed outside of the classroom. OurWeb-Based Training courses are designed to be an effective self study course allowing you to stop
and start the training at your convenience, allowing you to learn at your own pace. Coursework can
be provided as a download or on a CD-ROM. Simply access the training online from your of fice or
home, saving you travel time and expense.
ITIL v3 Qualification Scheme The ITIL Qualification Scheme uses a system that enables an individual to gain credits for each exam
they take. Once candidates have accumulated a suf ficient number of credits they can be awarded
the ITIL Expert in IT Service Management.
THE VERSION 3 QUALIFICATION STRUCTURE
Foundation Level
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the
key concept, terminology and processes of ITIL.
Intermediate Level
There are two streams in the Intermediate level. Both assess an individual’s ability to analyze and
apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams
to gain credits towards the Expert Level.
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3 CA EDUCATION TRAINING CATALOG: ITIL
Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the five
core OGC titles, as follows:
• Service Strategy
• Service Design
• Service Transition
• Service Operation, and
• Continual Service Improvement.
The focus of these modules is on the introduction and implementation of the specific Lifecycle
phase, and coverage of the principles, processes and related activities.Intermediate Capability Stream - this stream includes 4 individual certificates loosely based on the v2
Clustered Practitioner qualifications, but broader in scope in line with the updated v3 content, focus-
sing on detailed process implementation and management within cluster groupings:
• Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Prob-
lem, Access, Service Desk, Technical, IT Ops and Application Management
• Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service
Catalogue, Demand, Supplier and Financial Management
• Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment,
Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Ser-
vice Evaluation
• Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Conti-nuity, Security, Demand and Risk Management.
ITIL Expert
To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a
number of Intermediate units in addition to the mandatory Foundation Level and the Managing
Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle
approach to Service Management, and consolidates the knowledge gained across the qualification
scheme.
ITIL Master
This level of the qualifi
cation will assess an individual’s ability to apply and analyze the ITILconcepts in new areas. This higher level qualification is currently under development.
Managers Bridge
The ITIL Managers Bridge certification is aimed at individuals who already hold the Manager’s
Certificate in IT Service Management at an earlier ITIL version, who wish to obtain the ITIL Expert in
IT Service Management, thereby demonstrating their knowledge of ITIL v3.
ITIL v3 Credit System and The Relationship Between v3 & v2The ITIL Version 3 Qualification Scheme is supported by a credit system. Passing v3 modules
will earn a candidate credits towards the new ITIL Expert Level which means that on successful
completion of a balanced set of modules across the Service Capability and Service Lifecycle
Intermediate Streams, a candidate will have attained the necessary credits to achieve the Expert
award.
Recognizing the value of earlier modules, the new credit system has also been widened to include
earlier Version 1 and 2 ITIL qualifications, which at present includes the v2 Foundation, v2 Practitio-
ner Modules and the v1 or v2 Service Manager. Other closely-related qualifications will also be con-
sidered for inclusion in the credit scheme. Details of these will be announced as they are confirmed.
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3.5
PI
3.5
AD
3.5
BR
3.5
RC
SDIM2
SLM2
RM2
PM2
IT SCM2
FM2
COM2
CHM2
CAM2
AM 2
v2 Practitioner Modules
2 credits
Advanced
Level
ITIL Expert
Managing Across Lifecycle5 5
Lifecycle Modules Capability Modules
SS SD ST SO CSI OSA PPA RCV SDA
3 3 3 3 3 4 4 4 4
ILIT v3 Foundation Certificate in IT Service Management 2
v2 Foundation
Certificate
1.5
v3 Bridge
0.5
v3 Manager
Bridge
5
v3 Manager
Bridge
5
ILIL v2
or v1
Managers
Certificate
17
FIGURE B
Diagram shows the newv3 credit system and therelationships betweenv2 and v3 modules, withthe number of creditsallocated to each.
CA EDUCATION TRAINING CATALOG: CA ITIL 4
Bridging Courses
Candidates who hold earlier ITIL qualifications can update their knowledge and certification via a
series of “bridging” courses, such as the Foundation Bridging Course. These courses will also earn a
candidate credits towards the Expert Level.
The International v3 Senior Examiners Panel have developed the credit system using an in-depth
process of assessing existing ITIL qualification content and coverage against the new version of ITIL,
to create a fair and balanced system which accommodates a range of certification combinations.
Relationship Between Version 3 & Version 2
Individuals with existing ITIL v2 qualifications can use those qualifications as credits towards the
Expert or may find that the credits or qualifications they hold will make them eligible for the current
v3 Bridging routes.
• Foundation level - There is a short bridging course which covers the differences between v2
and v3 and allows someone to take an exam to demonstrate their understanding of the ITIL v3
approach.
• ITIL v2 Practitioner qualifications count towards the ITIL Expert in Service Management.
Depending on whether an individual holds a single topic certificate or a clustered certificate the
credits will vary.
• Any ITIL v2 Service Manager who wishes to gain the v3 Expert Level can take a bridging courseand must pass the v3 Managers Bridge examination. The course covers the new concepts within
ITIL v3 and fully integrates the benefits of the Lifecycle approach.
It is recommended that candidates discuss their current qualifications with their CA Education rep-
resentative to establish how many credits they hold, and which v3 modules it is recommended they
take in order to complement their current qualifications, or increase their knowledge in a specific
area
ITIL CREDIT PROFILER GRAPHIC
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Instructor Led Training(Classroom & Virtual)
Key to Delivery Options
Web Based Training ExamChoose coursesfrom specific groupingPrerequisite
Notes:• Successful completion of an exam is required to receive credit for each ITIL course.
• A complete list of available Lifecycle, Capability and Service Manager Bridging courses can be found on
the next page of this document in “ITIL v3 Available Courses.”
• For v2 Practitioners, Service Managers, and further clarification regarding credits needed we suggest you
visit the Credit Profiler on the ITIL Of ficial website or contact your CA Education representative.
5 CA EDUCATION TRAINING CATALOG: ITIL
ITIL v2 to v3Bridging
Foundation
91ITL20010113 Hours
CA Learning Paths for ITIL® v3 Certification
FoundationPaths forNew Students
Previously attainedITIL v2 Foundation
Certification
Expert Path ITIL v3 ExpertCertification
• Take an appropriate mix of courses from either Lifecycle, or Capability or both.
• 17 credits total required to enter Managing Across the Lifecycle course.
ITIL v3FoundationCertification
(In Class)
*ITIL v3IntermediateLifecycle orCapabilityCourses
3 or 4 creditseach
ITIL v3Awareness Course
91ITL100104 hours
ITIL v3Foundation
91ITL2002018 hours
or
ITIL v2FoundationStudents or
ITIL v3FoundationCertification
Managing Acrossthe Lifecycle
5 credits91ITL30023
5 days
ITIL v3Foundation
91ITL200313 days
ITIL v3Foundation
Bridge Course
91ITL200412 days
ITIL v3 FoundationCertification
ITIL v3
ITIL v3ITIL v3
Withdrawl of ITIL v2 CertificationOGC Announces Withdrawl of ITIL v2 Certification
The Of fice of Government Commerce (OGC), the governing body of the IT Infrastructure Library (ITIL)
recently announced its withdrawal of ITIL v2 certification by June 2011. After this time, v2 certifica-
tion will no longer be recognized. ITIL v2 certification holders must update their certifications to v3
prior to the withdrawal dates to continue the benefits of being ITIL certified. Specific product with-
drawal will be as follows:
• V2 Foundation to cease June 30, 2010• V2 Manager to cease August 31, 2010
• V2 Practitioner to cease December 31, 2010
• Foundation Bridge to cease December 31, 2010
ITIL Learning PathsThe ITIL Learning Paths on the following pages provide a holistic view of the available ITIL
courses organized by level, role, subject area, and version.
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CA EDUCATION TRAINING CATALOG: CA ITIL 6
CA Learning Paths for ITIL® v3 Certification by Roles
*IT Managers /Staff /Administratorsand IT ProcessManagers andOwners
ITIL v3 ExpertCertification
Business and ITStaff
IT and BusinessExecutives
ITIL v3 ServiceStrategy Lifecycle
Course
91ITL300933 days
• * For a more complete list of roles please reference course descriptions. However your role needs may vary.Select those most appropriate.
• ** Take an appropriate mix of courses from either Lifecycle, or Capability or both. 17 credits total required to
enter Managing Across the Lifecycle course.
Take 1 or both
ITIL v3Awareness Course
91ITL100104 hours
ITIL v3Foundation Courses
ITIL v3Foundation
Courses
ITIL v3Foundation Courses
**ITIL v3Intermediate
CoursesComplete all as
appropriate
ITIL v3Managing Across
the Lifecycle5 credits
91ITL300235 days
ITIL v3Continual Service
ImprovementLifecycle Course
91ITL300133 days
ITIL® v3 Available Courses
ITIL v3IntermediateCapabilityCourses
ITIL v3IntermediateLifecycleCourses
ITIL v3FoundationCourses
ITIL v3 Planning,Protection andOptimizationCapability
91ITL301312.5 days +
10 hours WBT
ITIL v3 ServiceOfferings and
Agreements Capability91ITL30111
2.5 days +10 hours WBT
ITIL v3 OperationSupport and
Analysis Capability91ITL30121
2.5 days +10 hours WBT
ITIL v3 ServiceDesign Lifecycle
Course
91ITL300633 days
ITIL v3 ServiceTransition Lifecycle
Course
91ITL301033 days
ITIL v3 ServiceOperation Lifecycle
Course
91ITL300833 days
ITIL v3 ContinualService
ImprovementLifecycle Course
91ITL300133 days
ITIL v3Foundation
Bridge Course
91ITL200412 days
ITIL v2 to v3Bridging
Foundation
91ITL2001013 Hours
Take one of these courses for 2 credits upon passing exam.
3 credits each upon passing exam. 17 credits required to enter Managing Across the Lifecycle cour se.
4 credits each upon passing exam. 17 credits required to enter Managing Acr oss the Lifecycle course.
2 credits each upon passing Foundation exam. For v2 Practitioners, Service M anagers, and furtherclarification regarding credits needed we suggest you visit the Credit Profiler on the ITIL Of ficial websiteor contact your CA Ed ucation representative.
ITIL v2 to v3ManagerBridge
91ILT400134 days
ITIL v3Awareness Course
91ITL100104 hours
Managing Ac rossthe Lifecycle
91ITL300235 days
ITIL v3Foundation
91ITL2002018 hours
ITIL v3Foundation
91ITL200313 days
ITIL v3 ServiceStrategy Lifecycle
Course
91ITL300933 days
ITIL v3 Release,Control and
Validation Capability91ITL30141
2.5 days +10 hours WBT
ITIL v3AwarenessCourses
ITIL v3BridgingCourses
ITIL v3CapstoneCourse
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7 CA EDUCATION TRAINING CATALOG: ITIL
Course Pricing For local country prices and courses please go to your regional Education section of ca.com and
search using the appropriate course number.
Course Number Course Name (Course) Exams Inc?
91ITL10010 ITIL v3 Awareness Course N
91ITL20010 ITIL v2 to v3 Bridging Foundation N
91ITL20020 ITIL Version 3 Foundation Level Training N
91ITL20031 ITIL v3 Foundation Y
91ITL20041 ITIL v3 Foundation Bridge Course Y
91ITL30013 ITIL v3 Continual Service Improvement Lifecycle Course Y
91ITL30023 ITIL v3 Managing Across the Lifecycle Course Y
91ITL30063 ITIL v3 Service Design Lifecycle Course Y
91ITL30083 ITIL v3 Service Operation Lifecycle Course Y
91ITL30093 ITIL v3 Service Strategy Lifecycle Course Y91ITL30103 ITIL v3 Service Transition Lifecycle Course Y
91ITL30111 ITIL v3 Service Offerings and Agreements Capability Blended Y
91ITL30121 ITIL v3 Operational Support and Analysis Capability Blended Course Y
91ITL30131 ITIL v3 Planning, Protection and Optimization Capability Blended Course Y
91ITL30141 ITIL v3 Release, Control and Validation Capability Blended Course Y
91ITL40013 ITIL v2 to v3 Service Manager Bridge Y
Education Training CreditsBy utilizing CA Education’s Training Credits in the purchase of these education packages, your
organization gains the flexibility to amend the composition of your education offerings in order to
address a changing need or desire for the type of education provided.
Other Training Credit Benefits
• Discounts available off CA Education’s list price with every education delivery transaction
• Dedicated CA Education Advisors assigned to work with your organization to determine your
training needs and help design your delivery plan
• Individual or group skill assessments
• Balances can be used globally for any of our offerings
• One training credit = 1 unit of local currency
Other Payment Methods
CA Education offers a range of payment options and purchase plans. We accept the following
payment methods:
• Credit Cards
• Checks
• Purchase Orders
Check with your local representative to see what payment methods are available in your region.
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CA EDUCATION TRAINING CATALOG: CA ITIL 8
Course OverviewsBelow you will find a list of the courses available for ITIL along with a brief description of the course.
For full descriptions of these courses, please visit your regional Education section of ca.com.
Key to Training Methods Available:
W
Web-Based Training
I
Instructor Led Training
O
On-site
V
Virtual Instructor Led Training
ITIL v3 Awareness Course 91ITL10010
This course will provide you with an overview of the key concepts within
the IT Infrastructure Library (ITIL) Best Practices. ITIL Best Practices are
globally recognized as the preferred way of managing and delivering IT
Services in an organization.
W
2 Hours
ITIL v2 to v3 Bridging Foundation 91ITL20010
This seven-hour web-based training course is specially designed for
students who are already certified at the Foundation level in previous
versions of the IT Infrastructure Library®. The v3 Foundation Bridge
Course trains previously certified Foundation learners on the new con-
tents of the ITIL v3 Foundation syllabus. The course introduces students
to the concept of the service lifecycle approach to IT Service Manage-
ment according to ITIL v3. This Bridging Course is designed to bring the
student’s level of knowledge and understanding in line with the ITIL® v3
Foundation Certificate in IT Service Management. This course prepares
the student to successfully complete the associated 30 minute exam,
which is required for entry into future ITIL v3 intermediate level trainingcourses or as part of an overall bridging program to the v3 ITIL Expert
certification. Students will receive details on how to access and com-
plete the exam with their course registration confirmation. Access to the
course is available for 90 days from the date of registration confirma-
tion.
W
Thirteen (13) hours
ITIL v3 Foundation Level Training 91ITL20020
This self-paced course introduces students to the Lifecycle of manag-
ing IT Services to deliver to business expectations. It offers concrete
foundation knowledge of the core disciplines of ITIL v3: Service Strategy,
Service Design, Service Transition, Service Operations, and ContinualService Improvement. This course offers real-life, scenario-based, hands-
on training geared to provide both theoretical and practical knowledge,
facilitating an effective method for reinforcement and self-assessment.
This course also positions the student to successfully complete the
associated 40 minute exam, required for entry into the future ITIL v3
intermediate level training courses. Students will receive details on how
to access and complete the exam with their course registration confir-
mation. Access to the course is available for 90 days from the date of
registration confirmation.
W
Eighteen (18) hours
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9 CA EDUCATION TRAINING CATALOG: ITIL
ITIL v3 Foundation Level Training 91ITL20031
This exciting and dynamic three-day course introduces students to the
lifecycle of managing IT services to deliver to business expectations.
The ITIL v3 best practice is composed of five core disciplines: Service
Strategy, Service Design, Service Transition, Service Operations and Con-
tinual 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. As well as an engaging, case study based approach to
learning the core disciplines of the IT Infrastructure Library® (ITIL) best
practice, this course also positions the student to successfully complete
the associated 40-minute exam, required for entry into the future ITIL v3
intermediate level training courses.
I
O
V
Three (3) days
ITIL v3 Foundation Bridge Course 91ITL20041
This one-day course is specially designed for students who are already
certified at the Foundation level in previous versions of the IT Infrastruc-
ture Library® (ITIL). The v3 Foundation Bridge Course trains previously
certified Foundation learners on the new contents of the ITIL v3 Founda-
tion syllabus. The course introduces students to the concept of the ser-
vice lifecycle approach to IT Service Management according to ITIL v3.
This Bridging Course is designed to bring the student’s level of knowl-
edge and understanding in line with the ITIL v3 Foundation Certificate in
IT Service Management. This course prepares the student to successfully
complete the associated 30 minute exam, which is required for entry
into future ITIL v3 intermediate level training courses or as part of an
overall bridging program to the v3 ITIL Expert certification. For students
attending an ILT delivery in a CA Learning Center or at the customer site,the exam is offered on the last day. For students attending the class
virtually, they will receive details with their registration confirmation on
how to complete the exam within 48 hours of completing the course.
I
O
V
Two (2) days
ITIL v3 Continual Service Improvement 91ITL30013
This three-day course immerses students 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 CSIstage, 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 IT Infrastructure Library® (ITIL) best practices and
positions the student to successfully complete the associated exam.
I
O
Three (3) days
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CA EDUCATION TRAINING CATALOG: CA ITIL 10
ITIL v3 Managing Across the Lifecycle 91ITL30023
The Managing Across the Lifecycle Certificate is the final module of the
Service Lifecycle and/or Service Capability Intermediate courses that
leads to the ITIL Expert in IT Service Management recognition. This
five-day course immerses students in the contents of the ITIL v3 publi-
cations; focusing on business, management and supervisory objectives,
purpose, processes, functions and activities, and on the interfaces and
interactions between the processes covered in the Service Lifecycle.
This course is designed using an engaging scenario-based approach to
learning the core disciplines of the ITIL best practices and positions the
student to successfully complete the associated exam.
I
O
Five (5) days
ITIL v3 Service Design Lifecycle Course 91ITL30063
This three-day course immerses students in the overall concepts, pro-
cesses, 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 disci-
plines of the IT Infrastructure Library® (ITIL) best practices and positions
the student to successfully complete the associated exam.
I
O
Three (3) days
ITIL v3 Service Operation Lifecycle Course 91ITL30083
This three-day course immerses students in the overall concepts,
processes, policies and methods associated with the Service Operation
phase of the Service Lifecycle. The course covers the management andcontrol 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 IT Infrastructure Library® (ITIL) best practices and
positions the student to successfully complete the associated exam.
I
O
Three (3) days
ITIL v3 Service Strategy Lifecycle Course 91ITL30093
This three-day course immerses students in the overall concepts, pro-
cesses, policies and methods associated with the Service Strategy phaseof 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 de-
signed using an engaging scenario-based approach to learning the core
disciplines of the IT Infrastructure Library® (ITIL) best practices and posi-
tions the student to successfully complete the associated exam.
I
O
Three (3) days
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11 CA EDUCATION TRAINING CATALOG: ITIL
ITIL v3 Service Transition Lifecycle Course 91ITL30103
This three-day course immerses students 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 IT Infrastructure Library® (ITIL) best practices and
positions the student to successfully complete the associated exam.
I
O
Three (3) Days
ITIL® v3 Service Offerings and Agreements Capability Blended
Course91ITL30111
This blended course immerses students in the practical aspects of
the IT Infrastructure Library® (ITIL) v3 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 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 e-learning modules on their own time to
build their knowledge and then participate in interactive instructor-led
classroom or virtual session to apply this knowledge in practice
I
Two and one-half
(2.5) days
AND
W
Ten (10) Hours
ITIL® v3 Operational Support and Analysis Capability Blended
Course91ITL30121
This blended course immerses students in the practical aspects of
the IT Infrastructure Library® (ITIL) v3 Service Lifecycle and processes
associated with the Operational Support and Analysis 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 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 e-learning modules on their own time to
build their knowledge and then participate in interactive instructor-led
classroom or virtual session to apply this knowledge in practice. Thiscourse also positions the student to successfully complete the associ-
ated 90-minute exam.
I
Two and one-half
(2.5) days
AND
W
Ten (10) Hours
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CA EDUCATION TRAINING CATALOG: CA ITIL 12
ITIL® v3 Planning, Protection and Optimization Capability Blended
Course91ITL30131
This blended course immerses students in the practical aspects of the IT
Infrastructure Library® (ITIL) v3 Service Lifecycle and processes associ-
ated with the Planning, Protection, and Optimization 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 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 e-learning modules on their own time
to build their knowledge and then participate in interactive instructor-
led classroom or virtual session to apply this knowledge in practice. It
positions the student to successfully complete the associated 90-minute
exam.
I
Two and one-half
(2.5) days
AND
W
Ten (10) Hours
ITIL® v3 Release, Control and Validation Capability Blended Course 91ITL30141
This blended course immerses students in the practical aspects of the IT
Infrastructure Library® (ITIL) v3 Service Lifecycle and processes associ-
ated with the Release, Control and Validation of services and service de-
livery. 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 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 e-learning modules on their own time to build
their knowledge and then participate in interactive instructor-led class-
room or virtual session to apply this knowledge in practice.
I
Two and one-half
(2.5) days
AND
W
Ten (10) Hours
ITIL v3 Service Manager Bridge Course 91ITL40013
n this intensive four day, instructor led course, participants will be
taught the principles and core content of the Service Lifecycle approach
to IT Service Management according to ITIL v3, along with the changes
from previous versions of ITIL. This course, introduces the Service Life-
cycle approach and the five stages within this approach: Service Strat-
egy, Service Design, Service Transition, Service Operation, and ContinualService Improvement. Through a combination of lecture and interactive
exercises, candidates are prepared for taking and passing the ITIL v3
Manager Bridge exam. The ninety-minute exam is offered at the end of
the course. (Continued on next page)
I
O
Four (4) Days
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90CAU10ITL01INT
Continued from ITIL v3 Service Manager Bridge Course
The ITIL v3 Service Manager Bridge Course offers candidates a fast track
to update their ITIL Service Manager qualification, and gain recognition
at the new ITIL Expert certification level. This qualification bridges the
gap between the ITIL Manager’s Certificate in IT Service Management
(versions 1 & 2) and the ITIL Expert certificate in IT Service Management
(ITIL v3). This course is also available to holders of previous certifica-
tions at the Practitioner level, when the total number of recognized
credits is 12 or higher.
To learn more about how CA Education is dedicated to providing you with flexible learning options
based on your budget, travel and knowledge transfer requirements go to your regional Education
section of ca.com.