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22‐24 March 2017
60 Paya Lebar Road, Paya Lebar Square #10‐43, Singapore 409051
SINGAPORE KUALA LUMPUR JAKARTA HONG KONG MANILA TOKYO NEW DELHI HANOI BEIJING
3-DAY WORKSHOP(INCLUDING EXAM)
= 2 CREDITS
FoundationPrepares and guarantees* you to pass the ITIL® Foundation exam
ITIL® v3 Information Technology Infrastructure Library
No Prerequisites
Exam Pass Guaranteed*
Accredited by EXIN*conditions apply.
In partnership with
4 Key Takeaways1. Greater productivity
Utilize the ITSM framework to achieve IT business integration, cost reductions & increased productivity
2. Increased customer satisfactionUnderstand customers’ needs and enhance their satisfaction
3. Improved communicationProvide clarity of communication and information flows between I.T., customers and users
4. Increased quality of IT ServicesBe equipped with basic standards and appropriate guidance for a quality IT Services
Page 2 of 4 ©2017 momenta group. All rights reserved
ITIL® v3 FoundationPrepares and guarantees* you to pass the ITIL® Foundation exam
About the Workshop
Prepares and guarantees* you to pass the ITIL® Foundation exam
This 3‐day workshop provides a practical understanding of ITIL® key concepts, principles, processes, and functions.
What is ITIL® Training?ITIL® stands for Information Technology Infrastructure Library, the global, de facto best practice guidance for delivering business‐focused IT services. In layman’s terms, it’s all about better alignment of IT with your business objectives.
Special Features> Facilitated by one of the top ITIL® v3 Expert
Certificate Holder who is an experienced IT practitioner
> Track record of 99% exam passing rate > Modular approach, participants will get certification
and credits for each module completed> Specifically designed for participants attempting the
ITIL® Foundation Certificate to help understand ITIL® v3 concepts, structure and terminology
> A structured & engaging program designed to help ease the transfer of learning to the participants
Who Should Attend?ITIL® Foundation is an introductory‐level course intended for IT professionals responsible for developing, supporting and operating application‐based IT services (i.e. messaging) and infrastructure‐based IT services (i.e. network services).
Course Outline
The Big Picture> Service Management as a Practice
o The importance of Service Management
o Service and Service Management
o The Service Lifecycle
o Processes and Functions
o RACI and Roles
> Best Practices in the public domain
> Why ITIL® is successful
> The ITIL® Lifecycle
Service Strategy> Strategy Concepts
o Purpose
o Risk
o Service Portfolio
> Value Creationo Value defined
o Marketing Mindset
> Strategy Processeso Service Portfolio Management
o Financial Management
o Demand Management
o Business Relationship Management
Service Design> Design Principles
o Purpose/Goal
o Value to the Business
o The 4 Ps of Service Design
o The 5 Aspects of Service Design
o Design Coordination
> Service Level Managemento Goals/Objectives
o Scope & Metrics
o Basic Concepts
o Activities
o SLA frameworks
> Supporting Design Processeso Catalog Management
o Capacity Management
o IT Service Continuity Management
o Availability Management
o Security Management
o Supplier Management
*To qualify for this benefit, a student must:> Read the pre‐course material e‐mailed to them prior to the start of class> Must attend and be able to focus on a minimum of 95% of the class, i.e. in the room, not on their cell phone or personal email, and awake
> Must actively participate where requested by instructor> Must do all assignments as directed by instructor
If a student qualifies and fails the accredited exam given by the instructor at the end of the class, ITSM Specialties will pay for the student’s retake of the exam and retake of the class (if desired by student).
The retake of the exam will only be given with the next group of scheduled students from the same company or at an ITSM Specialties open‐enrollment class. ITSM Specialties will not schedule a separate or individual proctoring of the exam.
DISCLAIMER: This policy does not apply in cases where a student in an Intermediate class received their Foundation Certification via self‐study, CBT or other distance learning venues. Due to the nature of those types of training, we cannot guarantee that the student is entering the Intermediate class with sufficient prerequisite knowledge to pass an Intermediate Exam. The onus is on the student to show proof of attending training for their Foundation course, i.e. a course completion certificate from a training vendor.
Page 3 of 4www.momenta.biz
Service Transition> Transition Principles
o Goals/ Objectives
o Value to the Business
o Transition Planning and Support
> Change Principleso Purpose/Objectives
o Change Types
o Change Models
o Change Roles
o Lifecycle of normal change
> Configuration Principleso Objective/Goal/Scope
o Basic Concepts
> Knowledge Managemento DIKW & SKMS
> Release Principleso Objective/Goal
o Four phases of Release and Deployment
Service Operation> Service Operation Principles
o Purpose
o Value to the Business
o Achieving Balance
o Communication
> The Service Operation Processeso Incident Management Goals and Objectives
Basic Concepts
Scope, Activities & Metrics
Relationships
o Request Fulfillment Goals & Objectives
Basic Concepts
Scope, Activities & Metrics
o Event Management Goals & Objectives
Basic Concepts
Scope, Activities & Metrics
o Access Management Goals & Objectives
Basic Concepts
Scope, Activities & Metrics
o Problem Management Goals & Objectives
Basic Concepts
Scope, Activities & Metrics
> The Service Operation Functionso IT Operation Management
o Applications Management
o Technical Management
o Service Desk
About The Trainer
Experience & Expertise> Rick also has 15 years of experience in various types of
adult and youth instruction, ranging from youth ministry to technical and management instruction for IT professionals.
> With his ITIL experience, vibrant personality and lively classroom presence, students of all types will find his educational seminars a worthwhile investment of time for the participants.
> For Rick, "training is more than regurgitation of information; it is about the experience and what students can take away from it".
> Rick has successfully written and had accredited through EXIN his own ITIL courseware suite that he uses to train his students.
business strategy leadership team sales professional certification
Continual Service Improvement> CSI Concepts
o Objectives/Purpose
o Value to the Business
o Seven‐Step Improvement Process
o The Deming Cycle
o The CSI Model
o CSI Metrics, CFSs, & KPIs
> Technology and Architecture
> Governance
Review> Two sample exams to be given during the
course
> Includes the exam leading to the Foundation
Certificate in IT Service Management (40
questions, multiple‐choice – 26/40 to pass)
Rick is an instructor, consultant, and owner of ITSM Specialties, with industry certifications in ITIL, Cisco, Microsoft, and CompTIA disciplines. He is renowned in the industry for his interactive, experiential and personable teaching style. His students enjoy a 99% pass rate for the ITIL Foundation for IT Service Management Exam. He has taught the ITIL® Foundations Certification Course more than 60 times.
Rick HawtreyInstructor & ownerITSM Specialties
WORKSHOPEARLY BIRD FEE
(Register by 8th March 2017)
REGULAR FEE
ITIL® v3 Foundation □ $1,995 □ $2,085
Date: 22‐24 March 2017Venue: 60 Paya Lebar Road, Paya Lebar Square
#10‐43, Singapore 409051
OTHER UPCOMING WORKSHOPS FOR 2017:WORKSHOP PRICE FEB MAR
Project Management Workshop (Countdown) – Business Simulation SGD 960 8‐9
Personal Safety Empowerment SGD 595 10
High Impact Consultative Selling – out2win SGD 1,395 15‐16
Developing & Managing a High Performance Team – power2perform SGD 495 22
Big Data for HR Professionals – organizational SGD 495 28
Power Networking & Executive Branding – ready2connect SGD 1,395 1‐2
Business Etiquette – ready2connect SGD 795 3
Strategic Business Model Toolkit – go2market SGD 1,395 7‐8
Mind Your Manners (For Children) – ready2connect SGD 240 14
Winning @ GeBIZ – out2win SGD 795 15
Each workshop is limited to 16 seats.
Registration Details
Once the booking is received, the place(s) is confirmed. No refunds will be made for any cancellations. However, program credits of equivalent value only applicable for momenta workshop will be provided. Credits can only be redeemed for one program and is valid for only one (1) year from date of issue. Substitution with a qualified candidate is allowed by providing at least 5 working days of advanced notice to momenta. One time substitution is allowed with no charges. Subsequent substitutions will be charged 10% admin fee. momenta reserves the right to change the timing of the workshop, the facilitator, date and venue due to reasons beyond their control. In the unlikely event that the workshop is cancelled, momenta will refund the full amount and disclaim any further liability. An invoice and registration confirmation will be sent within 7 days. ALL PAYMENTS MUST BE RECEIVED IN ADVANCE OF THE WORKSHOP.
momentaGroup
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Payment Method
By bank transfer: Beneficiary name: momenta Group Pte LtdRemit to A/C: 314 ‐ 303 ‐ 269 ‐ 6
(Singapore Dollar Account = SGD)Bank name and branch: UOB Ltd, Upper Thomson BranchBank/Branch code: 7375/007Swift code: UOVBSGSG
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Fee for this workshop includes learning materials, mock exam, lunch & refreshments.
Terms & Conditions
This workshop is PIC Claimable. For more info, visit:http://www.iras.gov.sg/irashome/PIcredit.aspx
*Available for delegates from one organization attending the same workshop. For larger groups, contact us for a quote.
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