Accredited ITILŪ V2 and V3 Training
ITIL Version 3 ("V3")
ITILŪ V3 Foundation
The ITILŪ V3 Foundation Course introduces participants to the phases and supporting processes and functions of the service-lifecycle approach to IT Service Management according to the ITILŪ V3 framework of best practices. There are no prerequisites, except experience in an IT environment.
ITILŪ V3 is centered around five books, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Taking an ITILŪ V3 Foundation course is like getting the Readers Digest of these volumes in a presentation format. This three-day (21 hours total) course provides an awareness-level understanding of ITILŪ concepts though lecture, presentation, and discussion. The 24 ITILŪ processes and four functions are described, as well as their goals, objectives, benefits, roles, and interdependencies.
Knapp I.T., Inc. offers ITIL V3 Foundation Training with three course delivery options:
- Bronze: ITILŪ V3 Foundation 3-day Course only; no exam. Students receive 21 hours of classroom instruction, as well as a workbook with presentation slides, one sample exam with answer key, and an ITIL Glossary. This is the "just the facts, ma'am" option, and does not include the certification exam.
- Silver: ITILŪ V3 Foundation 3-day Course with exam voucher. Students receive 21 hours of classroom instruction, as well as a workbook with all presentation slides and detailed notes, two sample exams with answer keys, an ITIL Glossary, and a .pdf copy of the ITSMF ITIL V3 Pocket Guide. Each student also receives one exam voucher which permits the students to schedule and take the ITIL V3 Foundation Exam at a Pearson-VUE center at their own convenience.
- Gold: ITILŪ V3 Foundation 3-day Course Students receive 21 hours of classroom instruction, as well as a workbook with all presentation slides and detailed notes, two sample exams with answer keys, an ITIL Glossary, a softcover copy of the ITSMF ITIL V3 Pocket Guide, test-taking strategies. The official ITILŪ V3 Foundation Certification Exam will be administered at the end of Day Three of class.
- These classes are all customizable for delivery on site at your company's location. This is a great option, as it facilitates company-specific process discussion and solutions. We can also provide an off-site location for your private class to aid students' focus.
- Download the .pdf for Knapp I.T.'s ITIL V3 course offerings here.
ITILŪ Foundation Bridge Course
The ITILŪ Foundation Bridge Course permits students who have earned their ITILŪ V2 Foundation Certification to upgrade their vocabulary and understanding to the service lifecycle approach presented in ITILŪ V3. An optional 20-question exam is offered of which students must get 13 correct to pass.
The ITILŪ Foundation Bridge is only offered as a two-day course. It is a moderately-paced presentation (13 hours total) which describes the differences between ITILŪ V2 and V3, introduces 14 new processes, three new functions, as well as new vocabulary. Please note: Students must provide their ITILŪ V2 certificate on the day of the class to be permitted to take the course.
ITILŪ V3 Foundation Intensive One Day Exam Prep Boot Camp
Choosing to study ITIL on your own saves money, but doesn't allow students to ask questions or gauge their comprehension or retention. Scheduling a review session and "exam cram" with a Knapp I.T. consultant is a great way to set yourself up for success. Our Exam Prep Boot Camp is a one-day, seven-hour intensive course that will prepare participants for the EXIN ITILŪ V3 Foundation exam. Students get an ITSMF V3 Pocket Guide and two sample exams to work from during class; there is no course binder, though a Foundations Binder can be ordered separately, along with additional sample exams. This course focuses solely on positioning students to pass the exam. Prerequisites are proof of self-study and/or proof of completion of an online course.
ITILŪ V3 One Day Executive Overview
The target audience for our One-Day ITIL V3 Overview includes IT Executives, Senior IT Managers, IT supervisors, key stakeholders from the business, or sales executives who need a broad ITIL overview but do not have time to devote to longer training sessions. There is no exam associated with this workshop.
Highlights include a general introduction to IT Service Management as a concept and a practice, ITILŪ Version 3's Service Lifecycle approach, and an overview of the most popular processes. Benefits of an ITIL-based approach to IT Service Management and how these contribute to meeting IT and business objectives are illustrated. ITILŪ process interrelations, key terms, the challenges of implementing ITIL are also discussed. A 30-45 minute Q & A session is included within this presentation.
Sessions can be offered on half-day or full-day classes, at either your location or offsite.
The One-day Overview can be customized to your audience. Need a presentation for your sales team? Need a business justification pep talk? Need to educate your Service Desk on new vocabulary? Need to win a contract that requires your organization to be familiar with ITIL? We can help! Please contact us to discuss your requirements, and we can make it happen.
Download the .pdf for the One-Day Overview here.
ITIL V3 Intermediate Classes
For students seeking more in-depth knowledge of ITIL Version 3 as well as how to apply the guidance found in the five core books, intermediate-level classes are essential.
V3 Intermediate courses and their associated certification exams are offered in two distinct "flavors": Lifecycle Classes and Capability Classes.
Lifecycle classes are generally geared towards individuals seeking to become subject matter experts or consultants. In Lifecycle classes, a single ITIL book is discussed in detail, but without too much discussion about other books or lifecycle phases. Each class lasts four days and concludes with a certification exam consisting of eight questions. Capability classes were created with the hands-on practitioner in mind. Here, related processes are bundled together, and students are led through experience-based exercises to simulate a real-world service implementation.
- Lifecycle: Service Transition. This course focuses on the Service Transition phase of the lifecycle as described in the ITIL book of the same name.
- Lifecycle: Service Operation. This course focuses on the Service Operation phase of the lifecycle as described in the ITIL book of the same name.
- Lifecycle: Continual Service Improvement. This course focuses on the Continual Service Improvement phase of the lifecycle as described in the ITIL book of the same name.
- Capability: Planning, Protection and Optimization (PPO). Includes Capacity Management, Availability Management, IT Service Continuity Management, Security Management, Demand Management and Risk Management.
- Capability: Release, Control and Validate (RCV). Includes Change Management, Release & Deployment Management, Service Validation & Testing, Service Asset & Configuration Management, Knowledge Management, Request Fulfillment and Evaluation.
- Capability: Operational Support and Analysis (OSA). Includes Event Management, Incident Management, Request Management, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management.
- Capability: Service Offerings and Agreements (SOA). Includes Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand Management, Supplier Management and Financial Management.
ITIL Version 2 ("V2")
ITIL Version 2 ("V2") is slated for being retirement on December 31, 2010. Believed by some to be a more streamlined version than ITIL Version 3, students may opt to get certified in ITIL Version 2 instead. (ITIL V2 contains 10 processes and one function, versus V3's 24 processes and 4 functions.) See the sidebar to read about additional differences between V2 and V3.
ITILŪ V2 Foundation
The ITILŪ V2 Foundation Course introduces participants to the principles and core elements of the process-oriented approach to IT Service Management according to the ITILŪ V2 framework of best practices.
ITILŪ V2 revolves around two main books, Service Support and Service Delivery. Taking a Foundation course is like getting the Cliffs Notes of these volumes in a presentation format. If desired, this course can conclude with the proctoring of the EXIN ITIL Foundation Exam which can earn students their Foundation Certificate in IT Service Management.
There are no prerequisites, except for experience in the IT environment.
Knapp I.T., Inc. offers ITIL V2 Training in several formats:
- Duration Option 1: Two-Day Accelerated ITILŪ V2 Foundation (No Exam)
This is a two-day (14 hours total) course which prepares participants for the optional EXIN ITILŪ Foundation exam. The 10 ITILŪ processes and one function are described at an accelerated pace, as well as their goals, objectives and interdependencies. Download the .pdf for the two-day course here. - Duration Option 2: ITILŪ V2 Foundation 3-day Course, with Certification Exam
This is a three-day (20 hours total) course which prepares participants for the optional EXIN ITILŪ Foundation exam. The 10 ITILŪ processes and one function are described, as well as their goals, objectives, benefits, roadblocks and interdependencies. Course material is taught in more depth with discussions around implementation tips, tricks, and pitfalls. Students find opportunity for applying ITILŪ concepts to the organizations current IT challenges. The three-day course provides guided classroom exercises where students apply their knowledge and maximize retention. Download the .pdf for the three-day course here.
ITILŪ V2 Foundation Intensive One Day Exam Prep Boot Camp
Choosing to study ITIL on your own saves money, but doesn't allow students to ask questions or gauge their comprehension or retention. Scheduling a review session and "exam cram" with a Knapp I.T. consultant is a great way to set yourself up for success. Our Exam Prep Boot Camp is a one-day, seven-hour intensive course that will prepare participants for the EXIN ITILŪ Foundation exam. Students get an ITSMF V2 Pocket Guide and two sample exams to work from during class; there is no course binder, though a Foundations Binder can be ordered separately, along with additional sample exams. This course focuses solely on positioning students to pass the exam. Prerequisites are proof of self-study and/or proof of completion of an online course.
ITILŪ V2 Practitioner, Support and Restore (IPSR)
This five-day intensive course based on ITILŪ V2 concepts focuses solely on The Service Desk, Incident Management and Problem Management. Students are led through a series of exercises, presentations and assessments which prove a students ability to serve in a leadership role for these processes. As a prerequisite, students are required to have earned their ITILŪ V2 or V3 Foundation Certificate. Additionally, students must read, prior to class, the official ITILŪ Service Support and Service Delivery books from the OGC. Students must bring proof of foundation certification as well as these books to class. An optional 40-question exam is offered, of which students must get 26 correct to pass.
ITILŪ V2 Practitioner, Release and Control (IPRC)
This five-day intensive course based on ITILŪ V2 concepts focuses solely on Configuration Management, Change Management and Release Management. Students are led through a series of exercises, presentations and assessments which prove a students ability to serve in a leadership role for these processes. As a prerequisite, students are required to have earned their ITILŪ V2 or V3 Foundation Certificate. Additionally, students must read, prior to class, the official ITILŪ Service Support and Service Delivery books from the OGC. Students should bring proof of foundation certification as well as these books to class. An optional 40-question exam is offered, of which students must get 26 correct to pass.
ITILŪ V2 Executive Overview
The ITIL V2 Executive Overview's target audience includes IT Executives, Senior IT Managers, key stakeholders from the business, or sales executives who need a broad ITIL overview but do not have time to devote to longer training sessions.
Highlights include a general introduction to ITILŪ and its core processes, and how an ITIL-based approach to IT Service Management contributes to meeting IT and business objectives. ITILŪ processes and interrelations, key terms, the benefits and challenges of implementing ITIL are discussed.
The Executive Overview also provides information and answers to questions executives have about ITILŪ, such as business value, justification, considerations for selecting an IT service management tool, differences between ITILŪ V2 and ITILŪ V3, and implementation sequence. A 30-45 minute Q & A session is included within this presentation.
Sessions can be offered on half-day or full-day classes, at either your location or offsite.
Download the .pdf for the V2 Executive Overview course here.
Is ITILŪ V2 or V3 right for me?
You've probably heard by now that a ITIL Version 3 ("V3"), the newly-updated version of ITIL, was released in May, 2007. In fact, Knapp I.T. president Jill Knapp delivered the first accredited ITIL V3 course with exam in North America.
ITIL V3 adds new processes and functions to ITIL Version 2 ("V2"), and additionally presents the information in a five-step Service Lifecycle approach.
In July 2007, Jill Knapp wrote an article about what's new in ITIL V3, which you can read here.
ITILŪ Version 2 ("V2") is primarily geared towards the description and control of processes, which is currently a major requirement in the majority of IT organizations. V2 was released in 2000, and still remains very relevant today. Smaller organizations may feel more comfortable adapting this set of best practices.
Version 3 ("V3") focuses on the results (services) that can be achieved when the processes are fully-implemented and in "rote" use. Only a handful of organizations have reached this level of maturity. Larger, more mature organizations find value in V3.
From an audience perspective, students with a hands-on responsibility for maintaining the IT environment (Service Desk, deskside support engineers, server/network admins), as well as three levels of management above these groups, are best suited for ITILŪ V2 training. ITILŪ Version 2 is more of an operational framework, where Version 3 is more of a tactical and strategic approach.
Organizations may choose to take a hybrid approach, training hands-on, operational individuals in V2, and the strategic decisionmakers in V3. The two versions are compatible, since all of the processes and single function of ITIL V2 are contained in V3.
Knapp I.T. has developed a Best of Both Worlds workshop, which explains the lifecycle approach of Version 3, but offers detailed explanations of the operational processes of Version 2. This course will be offered with or without an examination. Contact us for more details and a course outline.
APMG, the official accreditation organization of ITIL has formally announced that ITIL V2 exams will be officially retired on December 31, 2010, so there is still time!
Please note that certifications never expire, and there is no "official" reason to upgrade from a V2 to a V3 certification. If you've earned your V2 certification, it will always be valid, and you will always be considered ITIL Certified.