Service Management Awareness / Executive Overviews:
ProActive offer ½ and 1 day courses designed for IT staff and managers to gain a high level understanding of ITIL concepts. It is also suitable for customers and end users of IT services who have an interest in service quality issues. This on-site course can be tailored so that it meets any organisation's requirements - as part of an awareness campaign or a service improvement program for example. ProActive’s overviews can cover all – or some – of the Service Lifecycle as in Version 3, or on specific areas in Version 2 such as Infrastructure Management, Software Asset Management or Application Management. Contact us with your specific requirements.
ITIL Foundation Certificate training:
ProActive currently offer both Version 2 and Version 3 Foundation Certificate training. Both courses are three days in duration, and are designed for all staff involved with the delivery of IT Services. The decision of which course to attend is up to the individual, however, it is expected that the Version 2 course will be phased out once the other Version 3 courses are made available. The course covers all of the ITIL processes and issues and leads to the ISEB's Foundation Certificate. ProActive use their well regarded practical simulation activity, PureBlue, to demonstrate the practical application of the theory in both courses. The intention of Foundation level courses is to provide a holistic understanding of all the ITIL processes and their contribution to the delivery of cost-effective services. Students attending a public V3 Foundations course also receive the book “The Official Introduction to the ITIL Service Lifecycle”, published by the OGC.
ITIL Online – V2 Foundation Certificate:
Designed for organisations where it is not possible to have all staff attend classroom leaning for the V2 Foundation Certificate, or where online learning is preferred. ITIL Online makes the ITIL material available to candidates 24/7, at home, or at the office, creating learning opportunities which previously may have been hampered by time or budget constraints. Contact us for more information on this online course.
ITIL Foundation Certificate Bridging:
This course is for V2 Foundation Certificate holders to upgrade their knowledge of Version 3 and obtain the credit points necessary for students to continue on to other Version 3 training when it becomes available. This fast-paced course is of one day duration and on completion of the course, students can elect to sit a 20 question multiple choice examination. It is recommended that students familiarise themselves with the Version 2 concepts before attending the course. Students attending a public bridging course also receive the book “The Official Introduction to the ITIL Service Lifecycle”, published by the OGC.
ITIL Service Management - Manager's Certificate (ITIL Masters):
This programme of courses is intended for senior IT staff responsible for the implementation of ITSM and its ongoing management. The programme leads to the highest level of ITSM certification, the ISEB's Certificate In IT Service Management, known as the Manager's Certificate. The programme comprises two weeks of courses, a revision day and two three hour written closed book exams. ProActive have established an excellent track record within Australasia of providing a high quality Manager’s programme – measured by student feedback and pass rates.
ITIL V2 – V3 Manager's Bridging:
This 5 day course is for Manager’s Certificate holders to upgrade their ITIL knowledge to Version 3 level. Successful completion of this course leads to the ITIL Expert Qualification in Version 3. This pathway (Manager’s Certificate plus Bridging) is the most cost-effective and time-efficient way of achieving the highest certification available in Version 3.
ITSM Practitioner Training (Version 2):
ITSM Practitioner Training is aimed at staff that have completed a Foundation level ITIL course and require further training in one or more specific processes. These courses are still very relevant, particularly for practitioners who are implementing ITIL now! Successful completion of the Foundation Certificate is a prerequisite for these courses. ProActive currently offers the following Practitioner training courses:
- Problem Management – 3 days. **
- Service Level Management – 3 days
- Service Desk and Incident Management – 3 days
- Release and Control (Clustered Practitioner) – 5 days covering Change, Configuration and Release Management.
** ProActive also offer an on-site Problem Management workshop of 2 days duration. This programme will help you develop expertise in Problem Management tools and techniques - then apply this knowledge to resolving and analysing live problems. Contact us for more information.
Version 3 Capabilities and Lifecycle Modules:
The Service Lifecycle Modules and the Service Capability Modules now have a draft syllabi, with the next step being for the Examination Institutes to produce final syllabi and release the examinations. It is also our view, as a result of our experience with the release of the V3 Foundation Certificate course and our analysis of the syllabi for the Service Capability and Lifecycle Module courses that it is going to take some time for the courses and exams to reach a reasonable level of maturity. It is ProActive’s intention to release these courses once they have been considered to offer value to customers, and they will be developed in line with customer demand. For more information on these new Version 3 course, please contact us.
ITIL(ICT) Infrastructure Management:
This 3-day course was developed to demonstrate how current 'best practice' as defined in the IT Infrastructure Library (ITIL) will improve the quality of ICT provision and help to deliver agreed business benefits.
It is based on the ICT Infrastructure Management book, published by the OGC. The IM processes are now absorbed into the IT Service Lifecycle in Version 3. ICT IM will address HOW to effectively manage your ICT Infrastructure lifecycle.
Application Management:
This is a three day course aimed at staff with responsibility for Applications Support. The prerequisite is the Foundation Certificate. The course will cover the application management life cycle with a view to students understanding the major elements and their impact on the effectiveness of the application. The interfaces to other ITIL processes are considered, including the ICT Infrastructure processes.
As most of the processes within Application Management are now absorbed into the IT Service Lifecycle in Version 3, this 3-day course is extremely worthwhile for staff with responsibility for Applications Support and how it fits into the ITIL framework.
Software Asset Management:
This three day course will explain the importance of maintaining a register of software assets (SAM DB) and controlling licencing including procurement, redistribution, supply chain verification, authenticity, Proof of Licence, the various types of licences, ISO 19770 and simply copyright law.
Good SAM practices help ensure you know what you have and exactly what you need – this alone saves money for your organisation and provides good return on investment. The course will provide students with practical tips to take away, minimising risk to the organisation from external audits, overspend of Software Assets, and potential fines imposed by Software manufacturer representative bodies.
The course covers the ITIL V2 Software Asset Management book, plus adds important information relevant to the topic not represented in ITIL.
ISO/IEC 20000 for Consultants
This three day course and optional exam provides delegates with a comprehensive understanding of ISO\IEC 20000 (BS15000/AS8018), the International standard for IT Service Management and the associated itSMF Certification process. ProActive can also deliver the ISO/IEC 2000 course for Auditors. This is a 2-day certification course.
Information Security Management Principles:
Information security is fundamentally a business issue - not a technical one. This 5-day course addresses the principles of information security and enables those attending to identify, assess and manage the risks to their organisation's business - whatever they are. Given by one of the UK's pioneers in the use of risk assessment techniques, it provides the means to enable you to ensure your organisation's information remains secure.
It follows the approach laid down in the international (and Australian/ New Zealand) standard on information security ISO17799 but goes beyond it to address the latest issues. At the conclusion, successful candidates will gain the internationally recognised certificate in Information Security Management awarded by the British Computer Society.
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