The purpose of the ITIL® v3 Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure, and basic concepts; and has a comprehension of the core principles of ITIL® practices for service management.

ITIL® v3 Foundation is a business course, not a technical IT course, and is aimed at business managers as well as IT staff – it is about a common vocabulary. During the course, candidates are exposed to key business structures and service management principles, and discover how they apply to IT in a business setting. On successful completion of the exam at the end of the course, candidates achieve a foundation certificate in ITIL® which enables them to attend any of the ITIL® intermediate courses (Capabilities and/or Lifecycle) as well as earning credits towards the ITIL® v3 Expert certification.

The instructor will provide a complete overview of the ITIL® certification structure and how it fits with other frameworks and standards.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• IT professionals
• Business managers
• Business process owners

For anyone wanting to start a career in IT, further their existing IT career, or even just get a refresher in ITIL®, this course is a must. For business staff involved in business process ownership/management, this course can provide insights into getting the most from their IT provider.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Foundation covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Foundation - Course Outline

This course offers practical insights into the required perspective and tools needed to drive the organisation, from being technology-focussed to business-driven. The course has also been created as a supporting bridge between the ITIL® v3 Foundation course and the intermediate courses, and as such has been aligned to the ITIL® v3 Expert credit structure.

The course assists candidates in adapting ITIL® for their workplace in a structured, disciplined manner using the Continual Service Improvement (CSI) approach; and to understand service, assess delivery models, and the difference between service management and IT service management. The course is also suitable for previous students who have taken the ITIL® v3 Foundation course and are wanting some more guidance on how to apply the concepts they have learnt in the Foundation course.

The ITIL® v3 Practitioner course builds on concepts from the existing volume set, but is underpinned by its own publication.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• IT professionals
• Business managers
• Business process owners

This course is designed for anyone wanting to further their knowledge of the application of the principles of ITIL® in their day-to-day activities.

Candidates can expect to gain knowledge and understanding in the following components:

• How to adopt and adapt ITIL® concepts and principles using the CSI approach
• Gaining a basic understanding of organisational change management
• Developing critical success factors and key performance indicators for processes
• Developing targeted communications and reports

• Understanding the concept of ‘adopt and adapt’ when using ITIL® guidance in a given context
• Understanding service and breaking it down to elements when planning and implementing service improvements
• Understanding IT service management guiding principles in a given context when planning and implementing service improvements
• Understanding how to use CSI approach outputs when planning to implement improvements
• How to use the CSI approach and its tools and techniques in a given specific context
• Define critical success factors using a relevant hierarchical approach and then determine relevant  key performance indicators
• How to define a current state assessment in a given context
• How to design a report in a given context
• How to apply knowledge of metrics and measurement when planning and implementing improvements
• Understand communication principles and the nature, value, importance and benefits of good communication, looking at some of the key tools and techniques.
• Understanding how to use relevant communication tools and techniques to support improvement initiatives in a given context
• How to apply knowledge of communications when planning and implementing improvements
• Understand the role and impact of organisational change management in successful improvement initiative, using relevant tools and techniques in a given context (particularly in the context of the CSI approach)

ITIL® v3 Practitioner does not cover any specific ITIL® process.

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Practitioner - Course Outline

The intermediate qualification ITIL® v3 Service Strategy pulls together what strategy entails in a business context and then applies it to all other areas of the service lifecycle, breaking strategy back to first principles: introduce strategy and its relationship to tactics and operational objectives, then examine the different focuses on strategy from a programme and operational process perspective, and how to model the overlap between the two. To complete the understanding we also look at international standards and their impact on management, system, and portfolio-thinking across the globe, and bring it all back to the framework.

With a fresh perspective we can provide the candidate with new ways to look at strategy and its end-to-end application through the rest of the ITIL® volumes, and help visualise the application of a business strategy in the workplace, and how it underpins real business transformation and yields long-term value. The course aims at providing the candidate with enough understanding to use the Service Strategy volume as a point of reference to pave the way into the future, and the instructor will also discuss the interfaces with other formal portfolio and programme management techniques (such as MSP® and MoP®).

ITIL® v3 Service Strategy forms part of the Lifecycle modules, and the syllabus provides a holistic view of strategy as part of the service lifecycle from a middle management perspective, and provides a high-level view of Service Strategy processes without going into the detail of each process.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• Chief information officers (CIOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT professionals (IT architects, planners, consultants, audit and security managers etc)
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Capabilities route, but want to further their understanding of Service Strategy.

This course focuses on how to design, develop, and implement service management, not only as an organisational capability but also as a strategic asset.

Candidates can expect to gain knowledge and understanding in the following component:

ITIL® v3 Service Strategy covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Service Strategy - Course Outline

The intermediate qualification ITIL® v3 Service Design certificate is a free-standing qualification which focuses on the concepts and processes required to design and develop services that add real value. The instructor will also work with students to identify how concepts presented on the course can be tailored to different size organisations.

The course looks at all the key elements required for service design success, and will help business managers avoid excessive operating costs by considering the total cost of ownership throughout the service’s operation, e.g. issues resolved in the design phase will cost the organisation much less than resolving them during transition (or even operation) phase of the service lifecycle. This design course looks at service design from a business and value perspective, which means looking beyond the technology components, but also people, process, and partner aspects of service design.

ITIL® v3 Service Design forms part of the Lifecycle modules, and the syllabus provides a holistic view of design as part of the service lifecycle from a middle management perspective, and provides a high-level view of Service Design processes without going into the detail of each process.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• Chief information officers (CIOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT professionals (IT architects, planners, consultants, audit and security managers etc)
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Capabilities route, but want to further their understanding of Service Design.

This course focuses on how to design, develop, and implement service management, not only as an organisational capability but also as a strategic asset.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Service Design covers an overview of the following processes:

• nuTraining ITIL® v3 Service Design - Course Outline

The intermediate qualification ITIL® v3 Service Transition certificate is a free-standing qualification which examines key processes relating to change management, business case evaluation, testing, release management, and how to use configuration management to control the scope of any given release. Service Transition is about moving elements in service design into operational services, which involves building and testing the design, and validating that it can be used to deliver the desired outcomes.

The course also explores how to manage people through transitions, as well as capturing and disseminating knowledge throughout the organisation, how to prepare for transitions, and how to deal with some of the challenges faced by Service Transition. The course also takes into consideration the role of programme and project management in successful, cost-effective transitions – exploring how planning and project management disciplines combine to provide a repeatable, reusable transition technique. The course can shed light into the disciplines required to reduce escalating costs during and after transition by utilising best practice to facilitate change in a more effective and efficient manner.

ITIL® v3 Service Transition forms part of the Lifecycle modules, and the syllabus provides a holistic view of transition as part of the service lifecycle from a middle management perspective, and provides a high-level view of Service Transition processes without going into the detail of each process.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• Chief information officers (CIOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT professionals (IT architects, planners, consultants, audit and security managers etc)
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Capabilities route, but want to further their understanding of Service Transition.

This qualification provides a complete management-level overview of Service Transition, including all its related activities.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Service Transition covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Service Transition - Course Outline

The intermediate qualification ITIL® v3 Service Operation certificate is a free-standing qualification which looks at how to structure the day-to-day workflows into a measurable, recognised, and objective system of operation, which allows the organisation to baseline performance. This course looks at the industry standard processes that provide a basis for measurement of each IT service. The instructor will work with students to examine the application of each of these processes and look at how they can be modelled in the service management tools.

This course explores the approach to harnessing logical operational flows, and examines how the maturity of the processes is directly linked to effectiveness and efficiency. The instructor will examine functional units and discuss the simplest, most effective and efficient structures for cohesive service delivery. Technology will also be discussed and how to get the most out of operational tools.

ITIL® v3 Service Operation forms part of the Lifecycle modules, and the syllabus provides a holistic view of operation as part of the service lifecycle from a middle management perspective, and provides a high-level view of Service Operation processes without going into the detail of each process.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• Chief information officers (CIOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT professionals (IT architects, planners, consultants, audit and security managers etc)
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Capabilities route, but want to further their understanding of Service Operation.

This qualification provides a complete management-level overview of Service Operation including all its related activities.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Service Operation covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Service Operation - Course Outline

The intermediate qualification ITIL® v3 Continual Service Improvement certificate is a free-standing qualification which examines the approach to integrating and embedding improvement within a service-based organisation, with the belief that the value of CSI is in a coordinated structured approach – one that is focused on business objectives and continually aligns activities and efforts with what customers and stakeholders value.

The course looks at key roles and responsibilities within the service provider and key imperatives that enable the adoption of a continual improvement culture. The benefit of employing the approach laid down in the CSI volume is that it can be embraced in a systematic manner, and not just ad-hoc and reactive. The instructor will work with the students to examine the different CSI techniques and look at real world examples of how they have helped teams achieve improvement objectives. Candidates will also take a high level look at how CSI integrates with programme, project and portfolio management; ultimately elevating CSI to a strategic level.

ITIL® v3 Continual Service Improvement forms part of the Lifecycle modules, and the syllabus provides a holistic view of continual improvement as part of the service lifecycle from a middle management perspective, and provides a high-level view of the Continual Service Improvement process without going into the detail of each process.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• Chief information officers (CIOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT professionals (IT architects, planners, consultants, audit and security managers etc)
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Capabilities route, but want to further their understanding of Service Strategy.

This qualification provides a complete overview of CSI including all its related activities: to continually align and realign IT service to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the lifecycle approach through Service Strategy, Service Design, Service Transition, and Service Operation.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Continual Service Improvement covers an overview of the following process:

• The Seven-Step Improvement Process

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Continual Service Improvement - Course Outline

The intermediate qualification ITIL® v3 Service Offerings and Agreement certificate is a free-standing qualification which focuses on the seven key strategy and design processes. Candidates examine the value of SOA processes to the business and consider them within the context of the service lifecycle. The course is designed to help organisations and individuals understand how the five stages of the service lifecycle (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement) can offer value to organisations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs. The course looks at the practical application of best practice to enable portfolio, service level, service catalogue, demand, supplier, and financial management.

ITIL® v3 Service Offerings and Agreement forms part of the Capabilities modules, and the syllabus takes an in-depth, detailed look at SOA processes, which includes statuses and activities; knowledge, interpretation, and analysis; principles, techniques, and relationships; measurement models, interfaces with other systems and processes; as well as benefits and business value that can be gained. These processes are:

• Service Portfolio Management: Ensures that the service provider has the right mix of services to meet the required business outcomes at an appropriate level of investment.
• Service Catalogue Management: Provides and maintains the service catalogue and ensures its availability to authorised stakeholders.
• Service Level Management: Negotiates achievable service level agreements and ensures that they are met. The process also ensures that all IT service management processes, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets.
• Demand Management: Seeks to understand, anticipate, and influence customer demand for services and the provision of capacity to meet these demands.
• Supplier Management: Obtains value-for-money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
• Financial Management for IT Services: Manages the budgeting, accounting, and charging requirements of an IT service provider. The process secures an appropriate level of funding to design, develop, and deliver services that meet the strategy of the organisation in a cost-effective manner.
• Business Relationship Management: Maintains a positive relationship with customers, identifies their needs, and ensures that the service provider is able to meet these needs with an appropriate catalogue of services.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• IT professionals
• Business managers
• Business process owners
• Individuals who require a deep understanding of SOA processes and how they may be used to enhance the quality of IT service support within an organisation
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Lifecycles route, but want to further their understanding of Service Offerings and Agreement.

This course focuses on how to design, develop, and implement service management, not only as an organisational capability but also as a strategic asset.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Service Offerings and Agreement covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Service Offerings and Agreement - Course Outline

The intermediate qualification ITIL® v3 Planning, Protection and Optimization certificate is a free-standing qualification which focuses on the five key strategy and design processes. Candidates examine the value of PPO processes to the business and consider them within the context of the service lifecycle. The course looks at the practical application of best practice in reducing the total cost of ownership of operational services by paying appropriate attention to processes in the strategy and design stages. The course helps ensure that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics are designed to meet user needs and will require little further change once introduced.

ITIL® v3 Planning, Protection and Optimization forms part of the Capabilities modules, and the syllabus takes an in-depth, detailed look at PPO processes, which includes statuses and activities; knowledge, interpretation, and analysis; principles, techniques, and relationships; measurement models, interfaces with other systems and processes; as well as benefits and business value that can be gained. These processes are:

• Capacity Management: Manages the maximum throughput that an IT service can provide, and ensures that capacity is considered during the design stage to be aligned with demand.
• Availability Management: Ensures that all aspects of the availability of IT services are appropriate for the agreed service level targets by managing the ability of an IT service to perform its agreed function when required.
• IT Service Continuity Management: Ensures that the IT service provider can always provide the minimum agreed service levels by reducing the risk to an acceptable level and planning for the recovery of IT services.
• Information Security Management: Ensures that confidentiality, integrity, and availability of an organisation’s assets, information, and IT services match the agreed needs of the business.
• Demand Management: Seeks to understand, anticipate, and influence customer demand for services and the provision of capacity to meet these demands.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• IT professionals
• Business managers
• Business process owners
• Individuals who require a deep understanding of PPO processes and how they may be used to enhance the quality of IT service support within an organisation
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Lifecycles route, but want to further their understanding of Planning, Protection and Optimization.

This course focuses on how to design, develop, and implement service management, not only as an organisational capability but also as a strategic asset.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Planning, Protection and Optimization covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Planning, Protection and Optimization - Course Outline

The intermediate qualification ITIL® v3 Release, Control and Validation certificate is a free-standing qualification which focuses on the seven key transition processes. Candidates examine the value of RCV processes to the business and consider them within the context of the service lifecycle. The course shows how RCV can ensure transitional changes are effectively managed, new services are validated and tested, and that release and deployment fulfil organisational requirements. RCV also provides guidance on evaluating change and managing knowledge to improve decision-making processes. The course looks at the practical application of best practice to enable the successful planning, testing, and implementation of new services that meet the organisation’s or users’ needs.

ITIL® v3 Release, Control and Validation forms part of the Capabilities modules, and the syllabus takes an in-depth, detailed look at RCV processes, which includes statuses and activities; knowledge, interpretation, and analysis; principles, techniques, and relationships; measurement models, interfaces with other systems and processes; as well as benefits and business value that can be gained. These processes are:

• Change Management: Controls the lifecycle of all changes, and minimises disruption caused by changes to IT services. Also explores the application of change models and change hierarchies.
• Service Asset and Configuration Management: Ensures that assets required to deliver services are properly controlled.
• Service Validation and Testing: Validates and tests new or changed IT services, and ensures that they match their design specifications and meet the needs of the business.
• Release and Deployment Management: Plans, schedules, and controls the build, test, and deployment of releases. The process also delivers new functionality required by the business while protecting the integrity of existing services.
• Request Fulfilment: Supports effective service solutions in order to maintain end-user satisfaction by managing small changes that are low risk, frequently performed, low cost, etc.
• Change Evaluation: Formally assesses new or changed IT services to ensure that risks have been managed and help determine whether to authorise the progression of the change.
• Knowledge Management: Manages the sharing of perspectives, ideas, experience, and information, and ensures that they are available in the right place and at the right time.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• IT professionals
• Business managers
• Business process owners
• Individuals who require a deep understanding of RCV processes and how they may be used to enhance the quality of IT service support within an organisation
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Lifecycles route, but want to further their understanding of Release, Control and Validation.

This course focuses on how to design, develop, and implement service management, not only as an organisational capability but also as a strategic asset.

Candidates can expect to gain knowledge and understanding in the following components:

• The purpose, objectives and scope of service transition lifecycle phase
• Activities related to overall transition planning and ongoing support
• The RCV processes in relation to Service Transition

ITIL® v3 Release, Control and Validation covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Release, Control and Validation - Course Outline

The intermediate qualification ITIL® v3 Operational Support and Analysis certificate is a free-standing qualification which focuses on the five key operational processes and the four logical functional structures (Service Desk, Technical, Application, and Operations). Candidates examine the value of OSA processes to the business and consider them within the context of the service lifecycle.

The course looks at the practical application of best practice in the operational stage of the service lifecycle, to guide organisations and individuals in managing day-to-day activities of running the business in order to deliver and support services to the customer. The course also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organisation or programme can provide the high quality and cost effective IT services that are required to meet organisational needs.

ITIL® v3 Operational Support and Analysis forms part of the Capabilities modules, and the syllabus takes an in-depth, detailed look at OSA processes, which includes statuses and activities; knowledge, interpretation, and analysis; principles, techniques, and relationships; measurement models, interfaces with other systems and processes; as well as benefits and business value that can be gained. These processes are:

• Event Management: Examines logging, filtering, and deciding on the course of action to take after analysing events at several stages.
• Incident Management: Responds to service availability issues in order to enhance service delivery by managing the unplanned interruption or reduction in the quality of an IT service.
• Request Fulfilment: Supports effective service solutions in order to maintain end-user satisfaction by managing small changes that are low risk, frequently performed, low cost, etc.
• Problem Management: Identifies and manages underlying cause of incidents using problem analysis techniques, error detection, etc.
• Access Management: Manages the identification and authorisation of users, granting them the right to use a service.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• IT professionals
• Business managers
• Business process owners
• Individuals who require a deep understanding of OSA processes and how they may be used to enhance the quality of IT service support within an organisation
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications

The course is also a good addition to those who have already completed their journey to ITIL® Expert via the Lifecycles route, but want to further their understanding of Operational Support and Analysis.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Operational Support and Analysis covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Operational Support and Analysis - Course Outline

The expert qualification ITIL® v3 Managing Across the Lifecycle certificate is a free-standing qualification acting as the final module of the service Lifecycle and/or Capability modules that leads to the ITIL® v3 Expert certificate in IT Service Management.

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge across the contents of the ITIL® v3 publications; focusing on business management and supervisory objectives, purpose, processes, functions and activities, and on the interfaces and interactions between the processes addressed in the five core ITIL® v3 publications: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

Many accreditations offer three different methods of getting certified:

• Sit an impersonal online course, usually in the evenings or weekends.
• Sprint through a short, crammed course focusing on simply passing the exam, with a sales-driven organisation that offers numerous other courses.
• Train on a fully accredited course, delivered by professionals, in an environment comfortably crafted by the instructor, who delivers an outcome-focussed course without cutting corners on either the timeframe or the materials.

Although all three methods result in the same certification, which student benefits the most?

nuTraining is an all-inclusive organisation unlike any other – we are extremely passionate as well as professionally qualified, and we believe in taking our students on a journey of learning and understanding, more than just about passing the exam. We have a track record of effecting real change in real people – “once you know, you can’t un-know”.

• Our instructors are highly qualified (not just minimum requirements) and are actively working in the industry, with real-life experience in applying the principles that we teach.
• Our course is designed from the ground-up towards organisational transformation. In the past, executive managers that have attended our courses have insisted we re-train all of their IT staff, including those already certified by other training providers.
• We have been successful in applying the principles that we teach, time and time again. On many occasions we have stepped in to recover failing projects.
• We specialise in end-to-end processes and are able to help business staff gain a new perspective on the way their business is structured.

We are a specialist team wanting to dedicate our focus on the trainees. Our places are limited, so book early to avoid disappointment!

• Chief information officers (CIOs)
• Senior IT managers
• IT managers
• Supervisors
• IT operations and development practitioners
• Individuals who require a business and management level understanding of the ITIL v3 service lifecycle
• Individuals seeking ITIL v3 Expert / Master certificate

The course brings the whole service lifecycle together and is aimed at giving the candidate an end-to-end understanding of IT service management.

This course focuses on how to design, develop, and implement service management, not only as an organisational capability but also as a strategic asset.

Candidates can expect to gain knowledge and understanding in the following components:

ITIL® v3 Managing Across the Lifecycle covers an overview of the following processes:

nuTraining is an all-inclusive experience to our students. We provide:

• All meals and snacks, including hot breakfast (second day onwards), a la carte lunch on-venue, morning and afternoon tea, and general refreshment.
• Official volumes and courseware (developed in-house) including extra reference guides, scenario-based examples, sample exams, etc.
• Comfortably crafted learning environment, using classroom aids and technology to stimulate student engagement and discussions.

nuTraining focuses on the outcome of the course – that is to further our students’ knowledge and understanding of the international framework and/or methodology, by exploring the management control mechanisms of the lifecycle and processes, and how they apply to the IT service lifecycle.

At the beginning of each day we cover the importance of key definitions and relate them to a range of business environments, before moving through the course materials. At the end of key topics, the instructors will engage the students in a discussion regarding how to apply the material in real-life business scenarios.

Finally, we always hold an informal debrief session after the exam for the candidates, and we take onboard all feedback provided.

• nuTraining ITIL® v3 Managing Across the Lifecycle - Course Outline