ITIL PRACTITIONER: PLAN & IMPROVE
Foundation Practitioners Practitioners Practitioners ISO/ IEC 20000 Managers Practitioners
ACCREDITED BY
Awareness
This module provides the essential elements required to qualify as an IT Service Management Practitioner who specialises in the Plan and Improve processes.
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Support & Restore
Release & Control
Participants will learn how to manage, organise and optimise the processes associated with the delivery of optimal service with the required Service Availability and the principles of Service Recovery following a major unplanned outage.
Plan & Improve
Problems with the IT Service Management processes in an organisation often occur because the relationship between processes has not been fully understood or not been taken fully into account when implementing these processes. Hence, the development of clustered modules, where several closely related processes are tied in one module. In the IT Service Management Practitioner Plan and Improve (based on ITIL®) Availability Management, Capacity Management and IT Service Continuity Management are clustered together.
Agree & Define
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Target Audience The Practitioner in IT Service Management: Plan & Improve (based on ITIL®) is intended for professionals who will participate in managing, organising and optimising the operations of the Plan and Improve processes in an IT Service Organisation which has implemented, or started to implement, ITIL®-based Plan and Improve processes. The target group consists of operational staff and managers wishing to extend their skills in planning, monitoring, reporting and optimising, related to the processes of Availability, Capacity and IT Service Continuity Management
Knowledge and skills in these areas will be tested in the examination. In particular: Managing: = Planning key activities in the Availability Management, Capacity Management and IT Service Continuity Management processes = Planning the exchange of appropriate information relevant to managing of the Plan and Improve processes Organising: = Monitoring and analysing the utilisation and performance of current IT Services = Monitoring and analysing the utilisation and performance of IT resources = Using demand management to influence the demand for resources = Providing a range of IT Availability Reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored = Optimising the availability of the IT Infrastructure to deliver cost effective improvements = Creating and maintaining a forward looking Availability Plan = Implementing IT Service Continuity Management = ITSCM Operational management Optimising: = Monitoring and optimising the activities, procedures and tools of Plan and Improve processes = Proposing process improvements based on results of monitoring and/or reviews = Ensure shortfalls in IT Capacity, Availability and Continuity are recognised
Contact us to discuss details of this & other education programmes from Quintica Quintica South Africa Switchboard: +27 11 575 4320 Email: training@quintica.net Quintica Asia Pacific Switchboard: +61 3102 9516 Email: trainingap@quintica.net Quintica Middle East Switchboard: +971 50 426 7303 Email: trainingme@quintica.net
CAMPUS
Duration The programme is a 4 day event, with an examination at the end of the last day.
Pre-Requisites = The Foundation Certificate in IT Service Management (based on ITIL®) = Before taking the Practitioner examination the candidate must have attended accredited training for the Practitioner in IT Service Management: Plan & Improve and successfully completed the three required practical assignments
Certification = A 120 minute multiple choice exam = 40 questions
Content In the IT Service Management Practitioner: Plan & Improve (based on ITIL®) the following subjects are covered: = Managing the Plan and Improve processes = Organising the Plan and Improve processes = Optimising the Plan and Improve processes
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