Shaping your future – Shaping the future of IT professionals in Mauritius

BRINGING THE FULL PORTFOLIO OF ITIL QUALIFICATIONS TO MAURITIUS

WHAT IS ITIL?

ITIL (Information Technologies Infrastructure Library) is the most widely established approach to IT

Service Management in the world with more than 1.500.000 certified people. ITIL provides a documented set of best practices, drawn from public and private sectors internationally, that facilitate the optimum identification, delivery and support of IT services to the business. It is the answer to the increasing dependency of organizations on high quality IT services in order to achieve their corporate targets.

THE ITSM CONCEPT

Service Management is a collection of shared responsibilities, plus interrelated disciplines and processes that enable an organization to measure, control and ultimately manage the IT infrastructure to deliver quality, cost effective services to meet both short and long-term business requirements. This can involve one or more business areas ranging from single application access to a complex set

of facilities spread across a number of differing platforms.

WHY WAS ITIL DEVELOPED?

• To improve efficiency • To facilitate the quality management of IT services • To increase cost effectiveness • To reduce risks

• To provide codes of practice in support of total quality management

The widespread adoption of the ITIL guidance has encouraged organizations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared 'ITIL Philosophy'. The ITIL publications and supporting schemes

are kept up to date with current best practice and changes within the marketplace through a regular review cycle to update content in collaboration with a wide range of international users and stakeholders

in the IT service management community.

ITIL is aligned with various international quality standards including international standard ISO/IEC 20000 (IT Service

Management Code of Practice)

THE SERVICE LIFECYCLE

ITIL is organized around a service lifecycle which includes service strategy, service design, service

transition, service operation and continual service improvement. The lifecycle starts with service

strategy – understanding who the IT customers are, the service offerings that are required to meet

the customers‟ needs, the IT capabilities and resources that are required to develop these offerings, and the requirements for executing them successfully. Driven by strategy throughout the course of delivery and support for the service, the IT service provider must always try to ensure that the cost of delivery is consistent with the value delivered to the customer.

Service design ensures that new and changed services are designed effectively to meet customer

expectations. The technology and architecture required to meet customer needs cost-effectively are an integral part of service design, as are the processes required to manage the services. Service management systems and tools to adequately monitor and support new or modified services must be considered, as well as mechanisms for measuring the service levels, the technology, and the efficiency

and effectiveness of processes. Through the service transition phase of the lifecycle the

design is built, tested and moved into production to enable the business customer to achieve the desired value. This phase addresses managing changes: controlling the assets and configuration items (the underlying components such as hardware, software etc.) associated with the new and changed systems; service validation; and testing and transition planning to ensure that users, support

personnel and the production environment have been prepared for the release to production.

Once transitioned, service operation then delivers the service on an ongoing basis, overseeing the

daily overall health of the service. This includes managing disruptions to service through rapid

restoration after incidents; determining the root cause of problems and detecting trends associated with recurring issues; handling daily routine end-user requests; and managing service access.

Enveloping the service lifecycle is continual service improvement (CSI). CSI offers a mechanism for

the IT organization to measure and improve the service levels, the technology and the efficiency and effectiveness of processes used in the overall management of services.

Why would an organization be

interested in ITIL?

Although today‟s technologies allow us to provide robust capabilities and afford significant flexibility, they are very complex. The global reach available to companies via the internet

provides tremendous business

opportunities while presenting further challenges regarding the confidentiality, integrity and availability of services and data. Additionally, IT organizations need to be able to meet or exceed service expectations

while working as efficiently as possible. Consistent, repeatable processes are the key to efficiency, effectiveness and the ability to improve services. These consistent, repeatable processes are outlined in the ITIL framework.

BENEFITS OF ITIL

The main benefits of ITIL include:

■■ Alignment with business needs ITIL becomes an asset to the business when an IT organization

can proactively recommend solutions as a response to one or more business needs. The IT steering group recommended in ITIL Service Strategy and the implementation of service portfolio management gives the service provider the opportunity to understand the business‟s current and future needs and develop service offerings that can address them.

■■ Negotiated achievable service levels Business and the IT service provider become true

partners when they can agree upon realistic service levels that deliver the necessary value at an acceptable cost.

■■ Predictable, consistent processes Customer expectations can be set and are easier to meet

through the use of predictable processes that are consistently applied. In addition, good-practice processes provide a solid foundation on which to lay the groundwork necessary to meet regulatory compliance requirements.

■■ Efficiency in service delivery Well-defined processes with clearly documented accountability for

each activity as recommended through the use of a RACI matrix can significantly increase efficiency.

In conjunction with the evaluation of efficiency metrics which indicate the time required to perform each activity, service delivery tasks can be optimized. ■■Measurable, improvable services and processes The adage that you can‟t manage what you

cannot measure rings true here. Consistent, repeatable processes can be measured and therefore

can be better tuned for accurate delivery and overall effectiveness. For example, a critical success factor for incident management is to reduce the time to restore service. When predictable, consistent

processes are used, key performance indicators such as mean time to restore service can be captured to determine whether this KPI is trending in a positive or negative direction. Additionally, under ITIL guidelines, services are designed to be measurable. With proper metrics and monitoring in place, IT organizations can monitor service level agreements (SLAs) and make improvements as necessary.

Which companies use ITIL?

Literally, thousands of companies

worldwide and industries of all shapes and sizes have adopted ITIL. These include: ■ Large technology companies such as Microsoft, HP, Fujitsu, IBM ■ Retailers such as Target, Walmart

and Staples

■ Financial services organizations such as Citi, Bank of America, Barclays Bank ■ Entertainment entities such as Sony, Disney ■ Manufacturers such as Boeing, Toyota, Bombardier

■ Life sciences companies such as Eli Lilly, Pfizer, Takeda Pharmaceuticals.

Because ITIL is a „framework‟, it is meant to be adapted to suit the

company‟s industry, size, organizational structure and requirements. It can be adopted

broadly across the lifecycle or within particular process areas to enable any IT organization to be a true strategic asset to the business it

supports.

THE FOUNDATION LEVEL

This level is designed to offer a general awareness and overview of the Service Lifecycle approach and the elements contained therein. It is not intended to enable the holders of this level to implement ITIL® Service Management practices without further education and guidance. .

THE INTERMEDIATE LEVEL

The intermediate level is divided into two different streams, the Lifecycle Stream and the Capability Stream:

1. The Lifecycle stream is useful for anyone who wishes to gain an understanding of ITIL®

practices from a lifecycle perspective. The primary focus of this stream is the Lifecycle, the use of processes within the lifecycle as well as the management capabilities required to deliver high quality Service management best practices within any organization.

o SS - Service Strategy o SD - Service Design

o ST - Service Transition o SO - Service Operation

o CSI - Continual Service Improvement

2. The Capability Stream is useful for anyone who wishes to gain a deeper understanding of the

Processes and Roles in ITIL®. While the Service Lifecycle part of this stream, the focus is on process activities and how they are executed and used throughout the Service Lifecycle.

o RCV - Release, Control and Validation o SOA - Service offerings and Agreements o PPO - Planning, Protection & Optimization

o OSA – Operational Support and Analysis

THE EXPERT LEVEL The Managing Across the Lifecycle Advanced Level 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.

Which Intermediate level stream

should I take?

The answer is that you should choose whichever stream is more relevant to your present work

as well as the one that provides you

with the knowledge you are more

interested in. The Lifecycle stream approaches ITIL® more from a management perspective while the Capability stream focuses more on the practical elements of ITIL®. Both streams are targeted towards

individuals who wish to gain an in depth knowledge of ITIL® as well as IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking a deeper understanding of the

functions and processes of the ITIL® Service Lifecycle, Individuals seeking the ITIL® Expert level certification in ITIL®

Course marketed by

AEA Training Centre

ITIL FOUNDATION

LIFECYCLE MODULE

SERVICE OPERATION

CAPACITY MODULE

RELEASE, CONTROL &

VALIDATION

INDIVIDUALS AND COMPANIES WILLING TO DO OTHER MODULES NOT BEING DONE IN APRIL/ALL MODULES/SEVERAL MODULES AT A TIME

WILL BE ENTITLED FOR A DISCOUNT – CASE TO CASE BASIS & UPON DISCRETION OF MANAGEMENT

OBJECTIVES: Foundation certificate in the Service Management is to certify that the candidate has gained

knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the

certificate to apply the ITIL practices for Service Management without further guidance.

WHO SHOULD ATTEND:

The examination for the Foundation Certificate in IT Service Management based on ITIL is intended for:

Employees involved in IT Service Management who are required to work within processes that are,

or will be, organised according to the ITIL best practice framework

Candidates who wish to progress further within the new qualification structure

IT professionals that are working within an organisation that has adopted and adapted ITIL who need

to be informed about and thereafter contribute to an ongoing service improvement program.

PRE-REQUISITES: Prior exposure to IT – beginner‟s level. The candidate has understanding of the importance of IT services and the IT infrastructure to an organisation.

DURATION:

Workshop: 2 days Exam: 60 mins (last day of workshop)

CERTIFICATION: ITIL Foundation certification

KNOWLEDGE OBJECTIVES:

Knowledge and understanding of the

Key Principles and Models within the best practice Lifecycle

Awareness of the Key Concepts

within the best practice Lifecycle

Understanding of Service

Management as a practice

Understanding of the Service

Lifecycle

Awareness of selected Processes

Awareness of associated selected

Roles within the Processes

Awareness of selected Functions

Awareness of the Technology and

Architecture required implementing a

best practice approach to Service Management

The ability to give examples of data

or products that are exchanged between ITIL processes

THE FOUNDATION LEVEL code for registration: F

The Intermediate Level is a dual stream modular certification series, each with a set of certifications

and a normalization certification. The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of V3 practices within the Service Lifecycle context. The prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization. The Service Capability series will be of interest to candidates who wish to be certified in a deep level understanding of V3 processes and roles.

AEA Training

Centre - The local

facilitator AEA Training Centre was formed in July

2000 with the aim of providing quality

education, training and consultancy for

the country and the region. It is

registered with the Mauritius

Qualifications Authority (MQA)

AEA Training Centre provides services in

tertiary, vocational training and

education as well as consultancy

services. For the Education services, the

courses offered range from Certificate

courses to Master degrees.

Vision

“We aspire to be a leading player in

tertiary education and training sector in

Mauritius and the African region

by delivering state of the art courses and

training and thus empowering our

society.

Mission

“AEA Training Centre will strive to develop

& nurture strategic alliances with key

education, training bodies & industry

stake holders locally & abroad.”

THE INTERMEDIATE LEVEL – LIFECYCLE MODULE - SERVICE OPERATION (SO)

OBJECTIVES:

The Service Operation (SO) module immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-

based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

The Service Operation module is one of the ITIL® Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

WHO SHOULD ATTEND:

Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory

staff, Team Leaders, Service Designers, IT Architects, IT Planners, IT Consultants, IT Audit Managers, IT Security Managers.

ITSM trainers involved in the ongoing management, co-ordination and integration of

operation activities within the service lifecycle

Individuals who require a detailed understanding of the ITIL® service operation stage of the

ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization

IT professionals working within or about to enter a service operation environment and

requiring an understanding of the concepts, processes, functions and activities involved

Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules

PRE-REQUISITES:

At least 21 contact hours

(hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning

solution) for this syllabus, as part of a formal, approved training course/scheme

A basic IT literacy and around

2 years IT experience are highly desirable

Hold the ITIL® Foundation

Certificate in IT Service Management

Earlier ITIL® (V2) Foundation

plus Foundation Bridge

ITIL® Expert Certificate in IT Service Management

(achieved via Service Manager

or Practitioner bridging routes)

code for registration: S

KNOWLEDGE OBJECTIVES:

Introduction to Service Operation

Service Operation Principles

Service Operation Processes

Common Service Operation Activities

Organizing for Service Operation

Technology Considerations

Implementation of Service Operation

Technology and implementation considerations

Challenges, critical success factors and risks

DURATION:

Workshop: 3 days Exam: 90 mins (last day of workshop)

CERTIFICATION: ITIL Intermediate – Service Operation module

I

OBJECTIVES:

The Release, Control & Validation (RCV) module and the associated exam and certificate is,

respectively, to impart, test, and validate the knowledge on industry practices in service management

as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Release, Control and Validation is intended to enable the holders of the

certificate to apply the practices during the service management lifecycle and specifically in the

following key ITIL process, role and function areas: Change, Service Asset and Configuration

management, Service Validation and testing, Release and deployment management, Request fulfillment,

Change evaluation and Knowledge management

WHO SHOULD ATTEND:

IT Professionals, Business Managers, Business Process Owners

Individuals who require a deep understanding of the ITIL Certificate in the Release, Control and Validation processes and of how it may be used to enhance the quality of IT service support within an organization

IT professionals that are working within an organization that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement program

Operational staff involved in change management, release and deployment management,

service validation and testing, service asset and configuration management, request fulfillment, change evaluation and knowledge management, and who wish to enhance their role-based capabilities

PRE-REQUISITES:

Candidates for this course must Hold an ITIL Foundation Certificate or ITIL (V2)

Foundation + (V3) Foundation Bridge Certificate

Have undertaken at least 30

contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved

training course/scheme

It is also recommended that candidates should complete a

minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL Service Design core guide, specifically

THE INTERMEDIATE LEVEL – CAPACITY MODULE – RELEASE, CONTROL &

VALIDATION (RCV) code for registration: R

KNOWLEDGE OBJECTIVES:

Introduction to release, control and validation (RCV)

Change management

Service asset and configuration management (SACM)

Service validation and testing (SVT)

Release and deployment management (RDM)

Request fulfillment

Change Evaluation

Knowledge management (KM)

Release, control and validation roles and responsibilities

Technology and Implementation Consideration

DURATION: Workshop: 4 days

Exam: 90 mins (last day of workshop)

CERTIFICATION: ITIL Intermediate – Release, Control & Validation module

VINSYS (India) – The

service provider

Vinsys (Registered Educational Provider

(REP) Global for PMI) is an IT services

training and consulting organization with

450+ professionals worldwide and a

global footprint that spans across India,

UAE, China, Malaysia, Singapore, Tanzania,

Kenya, Bangladesh, and Oman.

Vinsys conduct corporate trainings and

open house workshops in Information

Technology, IT Service Management, IT

Governance, IT Infrastructure Library,

Project Management, Behavioral and

Management Solutions; and Foreign

Languages for enterprises and

governments worldwide.

Over the past ten years, Vinsys have

trained more than 315,000+

professionals globally and our expert

pool of 400+ trainers are available on-

demand for project management, ITSM,

ITIL, IT governance, information

technology, language services; and

behavioral and management trainings

worldwide.

http://vinsys.in/

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ADDRESS: ………....................................TEL: …………………… FAX: …………………………….

EMAIL: ……………………………………………………………………………………………………….

Cash or Cheque should be

drawn to AEA Co Ltd

If you are applying for HRDC

refund purpose, please apply

under AEA Co Ltd

Enrolment will be confirmed ONLY when the form as well as

the payment has been received.

Workshop

(F/S/R) Full Name

(in block/no

abbreviation)

ID (should be clearly

written) Email Signature

(important)

FOR MORE INFO, PLEASE CALL US.

AEA Training Centre

Tel: 2080272 Fax: 2113679

REGISTRATION FORM

First Floor, Devi House2, Dr.A Perdreau Street, ,Port Louis