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This introductory course is designed to help students explore and adopt DevOps in their organizations to improve innovation, agility and quality in their releases. It addresses the benefits and challenges in evolving a DevOps approach to the application development lifecycle.

This course introduces the fundamentals of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the key concepts, processes, functions and roles of the ITIL service lifecycle. The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL. The course prepares attendees for the ITIL V3 Foundation Certificate examination. You could obtain 22,5 PDU (Professional Development Units) after you have attained this course. Price of exam is not included in the price of the course.

ITIL enables you to fully benefit from proven best practices in IT and is relevant to anyone involved in the delivery or support of IT services. ITIL is aligned with various international quality standards including ISO/IEC 20000 (IT Service Management Code of Practice) and has been adopted by thousands of organisations worldwide, such as NASA, the UK National Health Service (NHS) and Disney™. Learn more about ITIL.

ITIL Foundation is the entry level certification, providing general awareness of the key elements, terminology and concepts of ITIL®. This module also covers the links between lifecycle stages, the processes used and their contribution to service management practices.

Operational Support and Analysis (OSA) is one of the ITIL® Service Capability modules. It focuses on the practical application of OSA practices that enable event, incident, request, problem, access, technical, IT operations and application management.

Individuals and organisations get guidance on how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers.

OSA also covers aspects in regards to people, relationships, procedures and technology to ensure that the IT services provided are high quality and cost-effective and meet organisational needs.

The OSA certification can only be taken following an accredited training course.

Price of exam is not included in the price of the course.

On successful completion of this course, the student can claim 34 education units or PDUs that can be used to attain or maintain the PMI® PMP® credential.

The PRINCE2™ methodology is internationally accepted as the leading “best practice” project management approach in both the public and private sectors. This course teaches PRINCE2’s controlled approach to managing projects and is a mixture of input and practical sessions that convey the theory and application of methodology principles. Price of exam is not included in the price of the course.

ITIL® Intermediate Service Offerings and Agreements (SOA) is one of the ITIL® Service Capability modules. It focuses on the practical application of SOA practices to enable portfolio, service level, service catalogue, demand, supplier and financial management.

SOA has been designed to help organisations and professionals understand how the five stages of the ITIL 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 the needs of both the business and the user.

This course explains the terminology, processes, roles, functions and activities relating to the Service Design phase of the IT Service Management Lifecycle, based on Version 3 of the IT Infrastructure Library (ITIL). It is one of four “Service Capability” Modules, which are role-based. They offer participants a balanced knowledge of ITIL best practices. The Service Capability series will be of interest to participants who wish to be certified to a deep-level of understanding of ITIL V3 with the primary focus on the process activities and execution throughout the Service Lifecycle.

The SOA certification can only be taken following an accredited training course.

ITIL® Intermediate Release, Control and Validation (RCV) is one of the ITIL® Service Capability modules. It focuses on the practical application of RCV practices to enable the successful planning, testing and implementation of new services that meet the needs of the user or the organisation.

RCV has been designed in order to provide thorough understanding of the ITIL Service Transition processes and ensure that transitional changes are effectively managed, new services are validated and tested and that release and deployment fulfil organisational requirements. The module also provides guidance on evaluating change and managing knowledge to improve decision-making processes.

This course provides in-depth coverage of the processes and tools that support the transition of services and service components. In scope processes are Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management. Implementation and technology considerations are discussed in depth.

The RCV certification can only be taken following an accredited training course.

The PRINCE2™ methodology is internationally accepted as the leading “best practice” project management approach in both the public and private sectors. This course teaches PRINCE2’s controlled approach to managing projects and is a mixture of input and practical sessions that convey the theory and application of methodology principles. The course features an interesting case study that illustrates the PRINCE2 method and its concepts. Price of exam is not included in the price of the course.

Continual Service Improvement (CSI) is one of five ITIL® Service Lifecycle modules.

It focuses on how organisations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. This module concentrates on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, without going into detail about specific processes.

CSI also includes guidance on the tools and technology that can be used to support related activities and how to evaluate risks and critical success factors.

CSI offers best practice that helps businesses and projects continue to meet and adapt to the changing needs of end users, whilst at the same time improving efficiencies and returns on investment for organisations.

Service Operation best practice enables organisations and IT teams to effectively sustain and maintain the products and services they develop, ensuring that their users are provided with efficient resources.

The CSI certification can only be taken following an accredited training course.

Price of exam is not included in the price of the course.

The Practitioner Examination Preparation event provides an opportunity to apply learning of the PRINCE2™ methodology to real-life derived scenarios. Price of exam is not included in the price of the course.

ITIL® Intermediate Service Strategy (SS) is one of five ITIL® Service Lifecycle modules and provides you with guidance that enables you to design, develop, and implement service provider strategy that aligns to the organisational strategy.

It focuses on the importance of the strategic aspect of services within the IT service lifecycle and it provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors, whilst having the skills to develop and progress strategy within an organisation or programme.

This course focuses on the activities for transforming ITSM into a strategic asset and driving strategy through the service lifecycle. Topics include the principals of Service Strategy, defining services and market spaces, Service Portfolio Management, Demand Management and Financial Management. Critical success factors and risks are also covered along with conducting strategic assessments.

The Service Strategy certification can only be taken following an accredited training course.

Kepner-Tregoe Problem Solving and Decision Making is a proven, step-by-step process for successfully solving problems, making good decisions, prioritizing issues, and analyzing potential risks and opportunities. In the video below, see how these critical thinking skills have been empowering learners for almost 60 years.

The Problem Solving and Decision Making workshop enables people to:

This 1-day course provides an introduction to the IT4IT a prescriptive standard for providing guidance on how to design, procure, and implement functionality needed to run IT in today’s multi-sourced environments. In addition, the course emphasizes the IT4IT Reference Architecture and the four IT Value Streams associated with the IT4IT Value Chain. This course is not accredited or endorsed by The Open Group. Price of exam is not included in the price of the course.

This 2-day course introduces the foundational concepts of IT service management based on the Open Group IT4IT™ standard. This prescriptive standard provides a vendor-neutral, technology-agnostic and industry-independent reference architecture for managing the business of IT, enabling insight for continuous improvement. The course covers the IT4IT guidance on creating capabilities for managing IT in today’s multi-sourced environments. The course emphasizes the IT4IT Reference Architecture and the four IT Value Streams associated with the IT4IT Value Chain.

Agile Business Analysis focuses on a framework of tools, techniques, and tips that can be used to improve analysis on Agile projects. It provides participants with an understanding of the changing role of the business analyst, the tools and techniques best suited to Agile projects and the timing for performing key tasks and events during the project.

This 3-day course will provide the fundamental methodologies, concepts, processes, and techniques to successfully manage a project. You apply project management concepts and processes to real-life projects — allowing you to generate immediate results that are usable in your current business situation — or to a case study that you select from several available. You acquire hands-on experience in applying new concepts in a project team environment. Price of exam is not included in the price of the course.

This course includes individual and group exercises in which students apply some of the more critical concepts to work in project management. The approach is to facilitate knowledge transfer in an engaging manner to ensure that students will recognize the critical study areas so they are ready to take the exam. This course helps prepare for test day by answering sample exam questions during class. Price of exam is not included in the price of the course.

Multi-supplier eco systems will be the default in the future, in fact, they exist today—There is simply no escaping it. CIOs need to keep control of their organization and the services delivered through effective governance and operational control of service delivery. If IT doesn’t start sourcing services correctly, the Business will. The Service Integration And Management (SIAM) framework is designed to help companies manage complex, multi-supplier environments, and derive more business value from their IT investments. This 1-day course will provide an overview of the SIAM framework

ITIL Managing Across the Lifecycle (MALC) sits between the Intermediate and Expert certifications and is the final required certification in order to gain the ITIL Expert status. It is intended to help professionals apply and integrate their knowledge of ITIL in real-world settings and in their own workplace.

While candidates can earn 17 credits through various learning paths leveraging any combination of the Foundation and Intermediate courses, it has been observed that candidates wishing to pursue the Managing Across the Lifecycle (MALC) module benefit from taking the Continual Service Improvement and Service Strategy modules from the ITIL Intermediate certification scheme as part of their learning path.

Once you successfully complete your MALC certification, PeopleCert will also issue your ITIL Expert certificate.

ITIL Expert is achieved by accumulating 22 credits through the first two levels of the Scheme, including MALC. The ITIL Expert level is aimed at those individuals who are interested in demonstrating a superior level of knowledge of ITIL through their ITIL Certification.

Candidates who achieve ITIL Expert level will also satisfy the pre-requisite entry criteria for the ITIL Master Level, the highest level of certification within the ITIL scheme.

Managing Across the Lifecycle is the final module of the Service Lifecycle and/or Service Capability modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, 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 V3 Publications.

Price of exam is not included in the price of the course.

This 1-day course introduces the fundamentals of DevOps. It explains the key concepts that underpin DevOps and helps attendees to understand the benefits that a DevOps approach could have for their own organizations, and potential problems that should be addressed. The course includes discussion of people, process and technology aspects of DevOps, and provides practical suggestions of steps that attendees can take to start introducing DevOps.

• Price of exam is not included in the price of the course.

ITIL® Intermediate Service Transition (ST) is one of five ITIL® Service Lifecycle modules. It focuses on the process and practice elements and management techniques required to build, test and implement products and services. In addition, this module shows how service transition can be applied to other stages of the IT Service lifecycle and can underpin decisions during the Strategy and Operations phases.

With this module, you will learn how to plan and manage the move into initial operation for the new or revised resources created during the Service Strategy and Service Design stages of the ITIL Service Lifecycle. You will also get guidance on techniques for organising and managing the transition, and management of technology considerations, challenges and risks.

This course covers the Service Transition component of the ITIL V3 life cycle. Topics include change management, service asset and configuration management, service release and deployment, service validation and testing, performance evaluation, and decision making with the Service Management Knowledge System (SMKS).

The Service Transition certification can only be taken following an accredited training course.

Price of exam is not included in the price of the course.

On successful completion of this course, the student can claim 26 education units or PDUs that can be used to attain or maintain the PMI® PMP® credential.

Whether outsourced or in-house, every development project needs exceptional requirements management. This course provides the necessary information to develop a proactive environment for requirements gathering and analysis and explains how to introduce lean process thinking to right-size the requirements analysis process. Learn the practical skills required to succeed and grow in the business analyst role, effectively communicate requirements to the technical team before solutions are designed and implemented, and create key deliverable documents.

ITIL® Intermediate Service Design (SD) is one of five ITIL® Service Lifecycle modules. It focuses on the design of IT services and covers the architectures, processes, policies and documentation that enables you to design services that meet the needs of the organisation or programme.

The design process is vital to the continued improvement and development of services within the IT lifecycle. This module will give you access to the techniques required to develop, manage and integrate service design into the IT Service management process.

It also introduces the purpose, principles and processes of service design and teaches you how to organize and implement this as part of overall service management, as well as providing guidance on technology-related activities and considerations. In addition, this module demonstrates how service design relates to the other stages of the ITIL Service Lifecycle.

This course offers training towards a free-standing Service Design qualification, but is also one of the Lifecycle modules leading to the ITIL Expert qualification. The course covers all aspects of Service Design and is based upon the ITIL V3 core book of the same name.

The Service Design certification can only be taken following an accredited training course.

Price of exam is not included in the price of the course

Planning, Protection and Optimization (PPO) is one of the ITIL® Service Capability modules.

It focuses on the practical application of PPO practices to enable capacity, availability, IT service continuity, information security and demand management.

The module provides an understanding of the ITIL Service Design processes, ensuring that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics designed meet user needs and will require little further change once introduced.

This course explains the terminology, process structure, roles, functions and activities within the Service Strategy and Design phases of the ITSM Lifecycle, based on ITIL® v3. The course is part of the Capability stream, which offers participants a balanced knowledge of ITIL® best practices used daily. The primary focus is on process activities, execution and use throughout the Service Lifecycle.

The PPO certification can only be taken following an accredited training course.

This course is designed for those involved in event management and monitoring, problem management and root cause analysis, and access management. The course also covers communication and stakeholder management, service desk organization, technical management, and application management

ITIL enables you to fully benefit from proven best practices in IT and is relevant to anyone involved in the delivery or support of IT services. ITIL is aligned with various international quality standards including ISO/IEC 20000 (IT Service Management Code of Practice) and has been adopted by thousands of organisations worldwide, such as NASA, the UK National Health Service (NHS) and Disney™. Learn more about ITIL.

ITIL® Intermediate Service Operation focuses on the principles, processes, operational activities and functions that enable organisations and individuals to successfully manage how their products and services perform.

ITIL® Intermediate Service Operation (SO) is one of five ITIL® Service Lifecycle modules. It focuses on the functions, principles, processes and operational activities that enable individuals and organisations to successfully manage how their products and services perform, helping them improve their IT Service Management. The module focuses on the coordination and execution of activities regarding the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle. It also covers tech and support resources used to deliver them. Service Operation best practice enables organisations and IT teams to effectively sustain and maintain the products and services they develop, ensuring that their users are provided with efficient resources.

Principles of Business Analysis provides a sound foundation in business analysis concepts and lays the groundwork for future, advanced studies. This course will equip a participant with the practical skills required to succeed and grow in the business analyst role, effectively communicate requirements to the technical team before solutions are designed and implemented, and create key deliverable documents. Price of exam is not included in the price of the course.

Verifying & Validating the Solution introduces the fundamental techniques and best practices used to assess and validate solutions. It discusses the necessary tasks, techniques, and processes for defining and classifying requirements, assessing proposed solutions, allocating requirements, assessing readiness, and performing solution validation. The course also identifies approaches to traceability, types of requirements packages, and the phases of solution validation.