ITIL/ITSM Training & Consultancy
Fingerprint has a partnership with Quint for delivering ITIL training; Quint has over 15 years of global experience, a uniquely diverse team of highly qualified professionals, and has created a huge reservoir of the world latest and best solutions for IT-management. Moreover its training courses are conducted by world-class instructors, using reliable content and effective simulators.
In Our classroom training, students are encouraged to interact with one another as well as with the instructor. Course participants will gain comprehensive knowledge about a course, supported by real-life examples. The courses are specially designed by our acclaimed consultants who stand amongst the best in the field. Show Details
ITIL V3: Foundation
ITIL v3 (version 3) Foundation is the newest entry level certification course for IT Service Management Best Practices. This is a summary course covering the latest overall refresh of core ITIL best practices presented from a lifecycle perspective. This course introduces the principles and core elements of IT service management (ITSM) based on the ITIL v3.
The target group of the ITIL v3 Foundation is IT managers, IT staff and process owners.
None, besides some experience in an IT organization
At the end of this course, you should be able to:
- Understand the main processes, relationships, benefits and challenges of ITIL v3
- Gain insight into the holistic service lifecycle approach that forms the core of ITIL v3
- Understand how these processes contribute to making an IT organization manageable
- Learn the most important ITIL v3 definitions
- Gain access to a standardized vocabulary
- Prepare yourself for the certified ITIL v3 Foundation examination
- ITIL V3: Service Strategy
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Service Strategy offers candidates the ability to specialize in one of the five stages of the service lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
The course ITIL v3 Lifecycle Module Service Strategy is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service strategy stage of the ITIL v3 service lifecycle. Candidates who wish to certify for ITIL v3 at intermediate or advancedlevels can earn 3 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Leading discussions on Service Strategy
- Defining services and market spaces
- Conducting strategic analysis
- Applying financial management
- Managing demand
- Driving strategy through the service lifecycle
- Understanding critical success factors and risks
- ITIL V3: Service Design
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Service Design offers candidates the ability to specialize in one of the five stages of the service lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
The course ITIL v3 Lifecycle Module Service Design is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in- depth knowledge and understanding of the service design stage of the ITIL v3 service lifecycle. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 3 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Introduction to service design
- Service design principles
- Service design processes
- Service design technology related activities
- Organization and technology for service design
- Understanding implementation approaches, challenges, critical success factors and risks
- ITIL V3: Service Transition
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Service Transition offers candidates the ability to specialize in one of the five stages of the service lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
The course, ITIL v3 Lifecycle Module Service Transition, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in- depth knowledge and understanding of the service transition stage of the ITIL v3 service lifecycle. Candidates who wish to certify for ITIL v3 at intermediate or advanced level can earn 3 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Introduction to service transition
- Service transition principles
- Service transition processes
- Service transition related activities
- Organization and technology for service transition
- Understanding implementation approaches, service transition roles, challenges and critical success factors and risks
- ITIL V3: Service Operation
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Service Operation offers candidates the ability to specialize in one of the five stages of the service lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
The course, ITIL v3 Capability Module Service Operation, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service operation stage of the ITILv3 service lifecycle.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Introduction to Service Operation
- Service Operations principals
- Service Operation processes
- Service Operation activities
- Organizing Service Operation, specifically functions
- Technology considerations
- Implementation considerations
- Service Offerings and Agreement roles and responsibilities
- Technology and implementation considerations
- Challenges, critical success factors and risks
- CSI as a consequence of effective service offerings and agreement
- ITIL V3: Continual Service improvement
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Continual Service Improvement offers candidates, the ability to specialize in one of the five stages of the Service Lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Introduction to Continual Service Improvement
- Continual Service Improvement principles
- Continual Service Improvement process
- Continual Service Improvement methods and techniques
- Continual Service Improvement technology related activities
- Organization and technology for Continual Service Improvement
- Understanding implementation approaches, challenges, critical success factors and risks
- ITIL V3: operational support and analysis
The intermediate level ITIL v3 (version 3) Service Capability Module Operational Support & Analysis offers candidates the ability to obtain role based hands-on experience in a specific cluster of processes according to ITIL v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.
The course, ITIL v3 Capability Module Operational Support & Analysis, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in operational support & analysis. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Service management as a practice and service operation principals.
- The following processes across the service lifecycle pertaining to the capability of Operational Support and Analysis: Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management.
- Relevant operational activities of processes covered in other lifecycle phases.
- Common service operation activities related to Operational Support & Analysis.
- Organizing for service operation which describes functions to be performed within Operational Support and Analysis such as service desk, technical management, IT operations management and application management.
- Operational Support and Analysis roles and responsibilities.
- Technology and implementation considerations.
- Challenges, critical success factors and risks.
- ITIL V3: Planning, Protection and Optimization
The intermediate level ITIL v3 (version 3) Service Capability Module Planning, Protection and Optimization offers candidates the ability to obtain role-based hands-on experience in a specific cluster of processes according to ITIL v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.
The course ITIL v3 Capability Module Planning, Protection and Optimization is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Planning, Protection and Optimization. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
An ITIL v3 Foundation Certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Service Management as a practice.
- The following processes across the service lifecycle pertaining to the practice elements within Planning, Protection & Optimization: Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management, Risk management for Service Planning, Protection & Optimization.
- Common service operation activities related to Planning, Protection & Optimization.
- Organizing for service operation which describes functions to be performed within Planning, Protection & Optimization.
- Planning, Protection & Optimization roles and responsibilities.
- Technology and implementation considerations.
- Challenges, critical success factors and risks.
- Continual service improvement as a consequence of effective Planning, Protection & Optimization.
- ITIL V3: Offering and Agreements
The intermediate level ITIL v3 (version 3) Service Capability Module service Offerings and Agreements offers candidates the ability to obtain role-based hands on experience in a specific cluster of processes according to ITIL v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.
The course, ITIL v3 Capability Module Service Offerings and Agreements, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Service Offerings and Agreements. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Service Management as a practice.
- The following processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum: Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, and Financial Management.
- Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.
- Common Service Operation activities related to Service Offerings and Agreement.
- Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement.
- Service Offerings and Agreement roles and responsibilities.
- Technology and implementation considerations.
- Challenges, critical success factors and risks.
- CSI as a consequence of effective Service Offerings and agreement.
- ITIL V3: release, control and validation
The intermediate level ITIL v3 (version 3) Service Capability Module Release, Control & Validation offers candidates, the ability to obtain role-based hands-on experience in a specific cluster of processes according to ITIL v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.
The course ITIL v3 Capability Module Release, Control & Validation is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Release, Control & Validation. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Service management as a practice.
- The following processes across the Service Lifecycle pertaining to the Capability of Release, Control and Validation: Change Management, Service Release and Deployment Management. Service Validation and Testing, Service Asset and Configuration Management. Knowledge management and service request fulfillment and evaluation.
- Common service operation activities related to Release, Control and the Validation processes.
- Organizing for service operation which describe functions to be performed within Release, Control and the Validation processes.
- Release, Control and Validation process roles and responsibilities.
- Technology and implementation considerations.
- Challenges, critical success factors and risks.
- CSI as a consequence of effective Release, Control and Validation processes.
- ITIL V3: Managing across life cycle
The intermediate level ITIL v3 Managing Across the Lifecycle course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL v3 Managing Across the Lifecycle exam. This certification completes the ITIL v3 Intermediate Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement, and manage the necessary skills associated with the use of the lifecycle practices. Participants will learn to implement, manage and improve Service Management according to ITIL v3. An interactive approach is used combining lecture, discussion and exercises.
IT professionals requiring a deeper business & management level understanding of the ITIL v3 core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
An ITIL v3 Foundation certificate and having obtained a minimum of a 15 credits through formal ITIL v3 intermediate qualifications.
At the end of this course, you should be able to:
- Introduction to IT Service Management business & managerial issues
- Managing the planning and Implementation of IT Service Management
- Management of strategic change
- Risk Management
- Managerial functions
- Understanding organizational challenges
- Lifecycle project assessment
- Understanding complementary industry guidance
Training business was established to build on our belief in the value of human factor in the success of any business, and to fulfill our commitment to the development of the society we live in.
HP Software Training
As HP educational partner, Fingerprint covers HP Business Technology Optimization portfolio of products. Our training services enable your team to perform at their highest capabilities, as well as helping your organization to achieve your business goals. Show Details
- HP Network Node Manager Essentials
This course is designed for those Network and/or System administrators tasked with the installation, configuration and maintenance of the Network Node Manager i-series product. It will teach the skills needed to successfully implement the product to manage small, medium or large networked enterprises. It includes the iSPI Performance for Metrics Toolset.
At the end of the course, you will be able to:
- Configure SNMP and ICMP communication
- Configure spiral discovery
- Configure status monitoring
- Customize NNMi user interface
- Configure traps and incidents
- Configure threshold monitoring
- Monitor incidents and perform network diagnostics
- View performance reports
- Administer the NNMi system
- HP Network Node Manager Software for Operators
This 2-day course provides operational skills for the Network Node Manager i (NNMi) Software product. The course is targeted to network operators who are responsible for using the NNMi product to troubleshoot the networked environment. This includes an Overview of the NNMi product, key terminologies and definitions, and an Overview of using NNMi to troubleshoot a networked environment. The course is approximately 50 percent lecture and 50 percent lab. The lab exercises use version 9.1 of the software.
At the end of this course, you should be able to:
- Use the NNMi product to monitor and troubleshoot a networked environment.
- Rapidly identify and address problems, thus reducing downtime and increasing systemutilization.
- Use the NNMi monitoring tools to obtain the information necessary to use networked devices at optimal performance and efficiency.
- Describe the basics of Simple Network Management Protocol (SNMP).
- Configure status monitoring
- Customize the NNMi user interface
- Configure traps and incidents
- Monitor incidents and perform network diagnostics
- View performance reports
- HP Network Automation Essentials
The HP Network Automation software training classes teach participants about the features, architecture, installation, configuration, and usage of the HP Network Automation 9.0 software. At the conclusion of this course, participants will be able to discuss the architecture, add devices, and use HP Network Automation 9.0. This class consists of lecture and hands-on lab exercises.
At the end of this course, you should be able to:
- Describe the basic components and functions of HP NA
- Add and delete devices
- Create groups for device management
- Run tasks against devices and groups
- Create, edit, and use templates and command scripts
- Create and use policies for compliance
- Create and use reports
- Plan for an HP NA install
- Use HP NA to upgrade device operating systems
- Create and use workflow for change control
- Understand the HP NA API and what it can do
- Understand the HP NA Driver Developer Kit
- HP Service Manager Technical Essentials
This introductory course provides students with the technical skills needed to effectively use and configure the HP Service Manager 9.20 software product. This course focuses on configuring Service Manager to match the processes, policies, and procedures in the out-of-the-box environment. This 5-day course is a mixture of lectures and hands-on exercises. A free Service Request Catalog v9.21 webinar is included. This webinar provides a brief tour or the new Service Request Catalog and covers installation and security. This course is designed for technical users who are new to HP Service Manager 9.20.
At the end of this course, you should be able to:
- Describe the role and intent for each of the Service Manager components.
- Use the Service Manager Web and Windows client as well as the Employee Self-Service portal.
- Open a new interaction with Service Manager Service Desk, and then follow its escalation through Incident Management, Problem Management, and Change Management, utilizing the built-in ITIL standards and best practices.
- Manage Service Manager operators using administrative security tools.
- Configure operator, profile, role, environment, folder, and contact objects.
- Delegate approval authority to other groups or operators.
- Configure the Service Manager components.
- Create new incident management categorizations: areas and subareas.
- Add new categories and phases.
- Describe how alerts and alert notifications are created.
- Describe the various integration technologies and how to integrate Service Manager to other products using the Integration Manager Utility
- HP Performance Insight Administration Essentials
This 5-day course is intended to make students self-sufficient in handling the day-to-day tasks involved in installing, administering, and using HP Software Performance Insight version 5.4 in a stand-alone (single-server) installation. This course is taught on Windows platforms, but includes additional information needed to operate Performance Insight on a UNIX system.
At the end of this course, you should be able to:
- Understand the basic operation of data collection and reporting
- Install Performance Insight software
- Administer node list, polling groups, and polling policies
- Use device and type discovery capabilities
- Install and administer the Common Properties solution
- Install and administer the System Resources solution
- Install and administer the Interface Reporting solution
- Manage element properties
- Use and administer reports and report access features
- Schedule, generate, and view standard reports
- Configuring and managing Threshold Event Generation
- Perform a basic troubleshooting and understand log file entries
- Optimize the routine system processes for maximum performance
- HP Operation Manager on Windows Administration Essentials
This 5-day instructor-led course focuses on the essential administrative tasks for HP Operations Manager on Windows. You will learn how to effectively monitor, manage, and report on the health and performance of systems and applications in a heterogeneous IT environment using HP Operations Manager on Windows. The course reinforces concepts with extensive hands-on lab exercises. The course labs use OMW version 9.0; however, the course directly applies to customers using version 8.x or 9.x.
At the end of this course, you should be able to:
- Create and modify user (operator) accounts for HP Operations Manager
- Configure system and application monitoring through policies.
- Configure automatic responses to system or application problems.
- Perform basic HP Operations Manager agent installations.
- Configure nodes, node groups, message groups, tools, policy groups, and other essential elements for use by both administrators and operators.
- Use the Web Console or Management Console to perform day-to-day tasks on messages.
- Configure policies, messages, and commands for use in dealing with enterprise activities.
- Choose appropriate techniques for managing devices using policies.
- Use the Management Console to perform common administrative functions.
- Administer and maintain HP Operations Manager, its database, and users, including backups of the environment.
- Perform tasks to manage messages and message content.
- Apply basic techniques for using HP Reporter and Performance Manager with HP Operations Manager
- HP Site Scope Essentials
This course is designed to provide the technical knowledge and skills needed to manage and monitor an IT infrastructure with the help of HP Site Scope. Students gain practical experience using Site Scope to design and configure an extensive set of monitoring assets, proactive alerts, and reports. In addition, the course describes best practices and administrative techniques fundamental to the successful use of Site Scope. The course expands on fundamental concepts of product use and management. Participants become familiar with Site Scope deployment and implementation processes with an emphasis on advanced product administration and configuration skills. The topics included in the course are reinforced through intensive lab exercises and hands-on activities. The hands-on lab exercises use version 11.0 of Site Scope.
At the end of this course, you should be able to:
- Perform a Site Scope installation
- Design a scalable and easy-to-manage monitoring strategy
- Design an efficient alerting mechanism
- Efficiently configure individual monitoring entities
- Implement a monitoring system leveraging best practices for grouping and alerting
- Design enterprise-level reports
- Perform on-going maintenance and troubleshooting of the monitoring solution
- Apply best practices to Site Scope deployment and management
- Demonstrate mastery of advanced techniques for monitor configuration, grouping, design, and report and alert generation
- Use templates and repeatable patterns in the creation of groups, monitors, reports, and alerts
- Demonstrate architectural knowledge of Site Scope
- Perform maintenance and administrative techniques
- Evaluate business requirements, engage in capacity planning, estimate resource usages, and size the Site Scope architecture accordingly
- Develop practical skills in Site Scope monitor administration, alerting, reporting, and diagnostics.
- Describe common Site Scope integrations
- HP Business Service Manager Essentials
This entry-level, instructor-led classroom training offers technical personnel, who are new to Business Service Management (BSM) 9.0, the opportunity to develop hands-on experience in applying the fundamental concepts, principles, and methodologies for managing the administration and configuration aspects of this best-in-class enterprise software performance monitoring and service management solution. This course is recommended for individuals who are responsible for providing operational visibility into the performance and availability aspects of mission-critical applications.
At the end of this course, you should be able to:
- Determine appropriate BSM deployment solutions.
- Proactively monitor application performance and availability from the end-user perspective.
- Integrate SiteScope with the BSM environment.
- Monitor the real-time status of Key Performance Indicators (KPIs), view performance metrics, and access reports containing historical performance data.
- Use Discovery and Dependency Mapping to automatically discover and map IT infrastructure resources and their interdependencies.
- Configure and work with an IT model to build a topology of your system, populate the model with configuration items and relationships, and use the model to measure and manage critical business processes.
- Create and analyze reports that present and organize specific data your organization might need.
- Create and manage service-level agreements representing your department contracts with service providers, customers, and internal business units.
- Isolate and detect enterprise application anomalies and their probable causes using proactive and reactive analysis.
- Perform administrative tasks to enable user access, configure licenses, and enhance system performance.
- HP Client Automation Enterprise Version Essentials
This HP Client Automation Enterprise Version 7.8 Essentials course will demonstrate the capabilities of the HP CA Product suite. Throughout the week a pre-configured environment will be utilized to demonstrate the key functions and allow participants to interact with the Client Automation Enterprise 7.8 product in a fully functioning infrastructure.
At the end of this course, you should be able to:
- The power, functionality and ease of use of HP CA
- Key components
- Deploying Software and methods to do so
- Desired state
- Policy (specifically Active Directory)
- Reporting
- Enterprise Manager
- HPCA Dashboard
- Patch deployment
- CSDB Editor
- HPCA Processes
- Core & Satellite servers (CMCS, Proxy)
- COP
- Radskman
- Negative/positive policy
- Troubleshooting
- Best Practices
- HP Data Protector Essentials
This course provides the essential knowledge to enable storage administrators to configure and manage HP Data Protector software. The hands-on lab exercises re-enforce the theory sessions to ensure a thorough understanding of backup and recovery concepts, the functionality of the software and its application to typical storage implementations.
At the end of this course, you should be able to:
- Distribute HP Data Protector software on a network.
- Configure the HP Data Protector software product.
- Configure Library devices for use with HP DataProtector software.
- Use HP Data Protector software product to backup, restore, and monitor from the GUI and command line.
- Manage the HP Data Protector software Internal Database.
- Create custom reports and notification procedures.
ITIL/ITSM Training & Consultancy
Fingerprint has a partnership with Quint for delivering ITIL training; Quint has over 15 years of global experience, a uniquely diverse team of highly qualified professionals, and has created a huge reservoir of the world latest and best solutions for IT-management. Moreover its training courses are conducted by world-class instructors, using reliable content and effective simulators.
In Our classroom training, students are encouraged to interact with one another as well as with the instructor. Course participants will gain comprehensive knowledge about a course, supported by real-life examples. The courses are specially designed by our acclaimed consultants who stand amongst the best in the field. Show Details
- ITIL V3: Foundation
ITIL v3 (version 3) Foundation is the newest entry level certification course for IT Service Management Best Practices. This is a summary course covering the latest overall refresh of core ITIL best practices presented from a lifecycle perspective. This course introduces the principles and core elements of IT service management (ITSM) based on the ITIL v3.
The target group of the ITIL v3 Foundation is IT managers, IT staff and process owners.
None, besides some experience in an IT organization
At the end of this course, you should be able to:
- Understand the main processes, relationships, benefits and challenges of ITIL v3
- Gain insight into the holistic service lifecycle approach that forms the core of ITIL v3
- Understand how these processes contribute to making an IT organization manageable
- Learn the most important ITIL v3 definitions
- Gain access to a standardized vocabulary
- Prepare yourself for the certified ITIL v3 Foundation examination
- ITIL V3: Service Strategy
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Service Strategy offers candidates the ability to specialize in one of the five stages of the service lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
The course ITIL v3 Lifecycle Module Service Strategy is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service strategy stage of the ITIL v3 service lifecycle. Candidates who wish to certify for ITIL v3 at intermediate or advancedlevels can earn 3 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Leading discussions on Service Strategy
- Defining services and market spaces
- Conducting strategic analysis
- Applying financial management
- Managing demand
- Driving strategy through the service lifecycle
- Understanding critical success factors and risks
- ITIL V3: Service Design
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Service Design offers candidates the ability to specialize in one of the five stages of the service lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
The course ITIL v3 Lifecycle Module Service Design is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in- depth knowledge and understanding of the service design stage of the ITIL v3 service lifecycle. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 3 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Introduction to service design
- Service design principles
- Service design processes
- Service design technology related activities
- Organization and technology for service design
- Understanding implementation approaches, challenges, critical success factors and risks
- ITIL V3: Service Transition
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Service Transition offers candidates the ability to specialize in one of the five stages of the service lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
The course, ITIL v3 Lifecycle Module Service Transition, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in- depth knowledge and understanding of the service transition stage of the ITIL v3 service lifecycle. Candidates who wish to certify for ITIL v3 at intermediate or advanced level can earn 3 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Introduction to service transition
- Service transition principles
- Service transition processes
- Service transition related activities
- Organization and technology for service transition
- Understanding implementation approaches, service transition roles, challenges and critical success factors and risks
- ITIL V3: Service Operation
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Service Operation offers candidates the ability to specialize in one of the five stages of the service lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
The course, ITIL v3 Capability Module Service Operation, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service operation stage of the ITILv3 service lifecycle.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Introduction to Service Operation
- Service Operations principals
- Service Operation processes
- Service Operation activities
- Organizing Service Operation, specifically functions
- Technology considerations
- Implementation considerations
- Service Offerings and Agreement roles and responsibilities
- Technology and implementation considerations
- Challenges, critical success factors and risks
- CSI as a consequence of effective service offerings and agreement
- ITIL V3: Continual Service improvement
The intermediate level ITIL v3 (version 3) Service Lifecycle Module Continual Service Improvement offers candidates, the ability to specialize in one of the five stages of the Service Lifecycle. This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Introduction to Continual Service Improvement
- Continual Service Improvement principles
- Continual Service Improvement process
- Continual Service Improvement methods and techniques
- Continual Service Improvement technology related activities
- Organization and technology for Continual Service Improvement
- Understanding implementation approaches, challenges, critical success factors and risks
- ITIL V3: operational support and analysis
The intermediate level ITIL v3 (version 3) Service Capability Module Operational Support & Analysis offers candidates the ability to obtain role based hands-on experience in a specific cluster of processes according to ITIL v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.
The course, ITIL v3 Capability Module Operational Support & Analysis, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in operational support & analysis. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Service management as a practice and service operation principals.
- The following processes across the service lifecycle pertaining to the capability of Operational Support and Analysis: Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management.
- Relevant operational activities of processes covered in other lifecycle phases.
- Common service operation activities related to Operational Support & Analysis.
- Organizing for service operation which describes functions to be performed within Operational Support and Analysis such as service desk, technical management, IT operations management and application management.
- Operational Support and Analysis roles and responsibilities.
- Technology and implementation considerations.
- Challenges, critical success factors and risks.
- ITIL V3: Planning, Protection and Optimization
The intermediate level ITIL v3 (version 3) Service Capability Module Planning, Protection and Optimization offers candidates the ability to obtain role-based hands-on experience in a specific cluster of processes according to ITIL v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.
The course ITIL v3 Capability Module Planning, Protection and Optimization is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Planning, Protection and Optimization. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
An ITIL v3 Foundation Certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Service Management as a practice.
- The following processes across the service lifecycle pertaining to the practice elements within Planning, Protection & Optimization: Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management, Risk management for Service Planning, Protection & Optimization.
- Common service operation activities related to Planning, Protection & Optimization.
- Organizing for service operation which describes functions to be performed within Planning, Protection & Optimization.
- Planning, Protection & Optimization roles and responsibilities.
- Technology and implementation considerations.
- Challenges, critical success factors and risks.
- Continual service improvement as a consequence of effective Planning, Protection & Optimization.
- ITIL V3: Offering and Agreements
The intermediate level ITIL v3 (version 3) Service Capability Module service Offerings and Agreements offers candidates the ability to obtain role-based hands on experience in a specific cluster of processes according to ITIL v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.
The course, ITIL v3 Capability Module Service Offerings and Agreements, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Service Offerings and Agreements. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Service Management as a practice.
- The following processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum: Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, and Financial Management.
- Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.
- Common Service Operation activities related to Service Offerings and Agreement.
- Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement.
- Service Offerings and Agreement roles and responsibilities.
- Technology and implementation considerations.
- Challenges, critical success factors and risks.
- CSI as a consequence of effective Service Offerings and agreement.
- ITIL V3: release, control and validation
The intermediate level ITIL v3 (version 3) Service Capability Module Release, Control & Validation offers candidates, the ability to obtain role-based hands-on experience in a specific cluster of processes according to ITIL v3. This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.
The course ITIL v3 Capability Module Release, Control & Validation is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Release, Control & Validation. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
At the end of this course, you should be able to:
- Service management as a practice.
- The following processes across the Service Lifecycle pertaining to the Capability of Release, Control and Validation: Change Management, Service Release and Deployment Management. Service Validation and Testing, Service Asset and Configuration Management. Knowledge management and service request fulfillment and evaluation.
- Common service operation activities related to Release, Control and the Validation processes.
- Organizing for service operation which describe functions to be performed within Release, Control and the Validation processes.
- Release, Control and Validation process roles and responsibilities.
- Technology and implementation considerations.
- Challenges, critical success factors and risks.
- CSI as a consequence of effective Release, Control and Validation processes.
- ITIL V3: Managing across life cycle
The intermediate level ITIL v3 Managing Across the Lifecycle course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL v3 Managing Across the Lifecycle exam. This certification completes the ITIL v3 Intermediate Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement, and manage the necessary skills associated with the use of the lifecycle practices. Participants will learn to implement, manage and improve Service Management according to ITIL v3. An interactive approach is used combining lecture, discussion and exercises.
IT professionals requiring a deeper business & management level understanding of the ITIL v3 core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
An ITIL v3 Foundation certificate and having obtained a minimum of a 15 credits through formal ITIL v3 intermediate qualifications.
At the end of this course, you should be able to:
- Introduction to IT Service Management business & managerial issues
- Managing the planning and Implementation of IT Service Management
- Management of strategic change
- Risk Management
- Managerial functions
- Understanding organizational challenges
- Lifecycle project assessment
- Understanding complementary industry guidance
TM Forum Training
Fingerprint Consultancy partnering with TM Forum, the world leading industry association focused on improving business effectiveness for service providers and their suppliers. With more than 700 member companies in 195 countries serving the information, communications and entertainment industries, the Forum provides practical solutions, guidance and leadership to transform the way that digital services are created, delivered and charged. Fingerprint is the official Host of the TM Forum Training in Egypt as well as, in Saudi Arabia thanks to its well equipped training rooms, Egypt training room Nile View, excellent internet connection, excellent hosting services ... etc. Show Details
- Frameworks Overview
The TM Forum's four foundational Solution Frameworks (NGOSS) are comprised of a Business Process Framework, an Information Framework, a Systems Integration Framework, and an Application Framework. They serve as the blueprint for a Service Oriented Enterprise by supporting the development and deployment of solutions that are easy to integrate, flexible, and easy to manage throughout their lifecycle. This course provides information on the relationships between these Frameworks as well as overviews and some details of each one.
Anyone wishing to gain a high level understanding of the frameworks and how they can be applied; OSS/BSS professionals who are involved in developing BSS/OSS solutions using Solution Frameworks methodologies, including: Solution architects, analysts, modelers, developers, and integrators.
Solution Frameworks (NGOSS) at an introductory level.
At the end of this course, you should be able to:
- Identify all the components of the Solution Frameworks and the relationship between them
- Understand Solution Frameworks lifecycle and methodology
- Understand basic concepts of Business Process Framework (eTOM) and the Information Framework (SID), and their relationships
- Understand how the frameworks can be used
- Understand architectures
- TM Forum and Solution Frameworks overview
- Core elements
- Methodology and lifecycle
- Compliance and conformance
- Practical work is dispersed through the course
- Business Process Framework (eTOM) Distilled
The Business Process Framework (eTOM) is at the heart of Frameworx. It provides the only standardized way within the telecoms industry to capture business processes. This course provides the attendee with a big picture view of the Business Process Framework and its use in business process transformation. The student will hear how the Business Process Framework has been used in successful projects. Students will also take part in practical exercises aimed at enhancing the knowledge gained in the course.
Business managers, enterprise solution architects, process practitioners (managers, developers, and implementers), and solution providers.
Overview of the Business Process Framework (eTOM) and some high level views on its deployment including information from which you can assess your own deployment business case.
At the end of this course, you should be able to:
- Identify all the components of the Business Process Framework
- Understand its role within an enterprise, and the benefits of using it
- Recognize what is required for the Business Process Framework to be extended to meet enterprise needs
- Understand how process decomposition is used to “drill down” to lower levels (Level 2)
- Recognize the relationships between the Business Process Framework and various other models (Frameworx, Information Framework, TMN, ITIL)
- Understand the necessary steps for decomposing a business process problem and apply the Business Process Framework to solving it
- Business Process Framework overview
- Business Process Framework Level One processes
- Process decomposition and process flows
- Introducing the Business Process Framework into your organization
- Business Process Framework in action
- Business Process Framework and other standards
- Business Process Framework practical work
- Business Process Framework (eTOM) Implementer's Workshop
The adoption of the Business Process Framework (eTOM) continues to increase within the telecommunications industry. As a result, there is a need to provide advanced training in how the framework can be extended/ modified for use by an organization and in its practical use. The Business Process Framework (eTOM) Implementer's Workshop provides students with practical guidance for implementing, using and extending the framework. Case studies depict how the framework is being used within organizations and exercises allow students to practice the competencies obtained during the workshop.
Enterprise architects, who can use the Business Process Framework (eTOM) as a standardized industry reference, to evaluate where alignment and variation is needed in their organization. Process designers, who can use framework as a reference Business Process Framework to assist in detailed process analysis and definition. System architects, who can use the framework as a requirements tool in directing system solutions to meet business need.
Business Process Framework (eTOM)
At the end of this course, you should be able to:
- Understand the various ways that the Business Process Framework can be used.
- Be able to map an organization’s processes to the Framework
- Be able to scope a project by using the Framework
- TM Forum and Solution Frameworks recap
- Implementing the Framework
- Extending the Framework
- Using the Framework
- Information Framework (SID) Distilled
The Information Framework (SID) is a corner stone of TM Forum Frameworx(NGOSS) providing the tools and language to model corporate data from the highest level right down to inclusion in software solutions. This course provides an in-depth look at the Information Framework. It demonstrates the inherent and strong relationships between the Framework and the overall Frameworx architecture and demonstrates how it is used as the 'Language' of Frameworx. The Information Framework is explained in detail and students are taken on a guided tour of the currently developed framework domains. There will be hands-on exercises throughout the day.
People actively engaged in the analysis and design of OSS/BSS solutions using Frameworx and the TM Forum Information Framework (SID), in particular, people involved in information modeling and solution architectures.
The Information Framework in its UML form is explained using real-world examples.
At the end of this course, you should be able to:
- Describe the need and benefits of Frameworx (NGOSS)
- Describe the relationship between the Information Framework and the Frameworx architecture
- Provide an overview of the Information Framework
- Use one or more Information Framework addenda for reference in the analysis and design phases of a solution
- Apply Information Framework modeling patterns to extend the framework
- Begin to use the Framework for real analyses and development of OSS/BSS components
- NGOSS and the Information Framework (SID)
- The Information Framework (SID)
- Documenting the framework
- Information Framework (SID)/Business Process Framework (eTOM) mappings and their importance
- Scenario-based Information Framework walkthrough
- Getting started with the framework
- Information Framework in action
- Information Framework futures
- Hands-on Information Framework modeling exercises.
- Revenue Assurance Practitioner's Accreditation
This three day course covers the main principles of revenue assurance from the perspective of the revenue assurance practitioner. It is designed to equip revenue assurance personnel with the practical knowledge and expertise they require in order to contribute effectively to the day to day operations of their revenue assurance department.
This course culminates in an examination of the attendees' knowledge by assessing their understanding and application of the TM Forum's revenue assurance methodology. Attendees who successfully pass this examination will be issued with a certificate of attainment.
Based on industry best practices and guidelines developed by the TM Forum, it introduces attendees to tools and techniques for each stage of the revenue assurance lifecycle, which can be readily applied to address revenue assurance issues within their own organization.
At the end of this course, you should be able to:
- Introduce revenue assurance initiatives in your organisation
- Perform data analysis to identify unbilled records and subscribers
- Examine data streams for inconsistencies leading to revenue loss
- Measure and report the financial impact of incorrect data and improper processes
- Establish end-to-end revenue assurance programmes
- Apply TM Forum Frameworx to revenue assurance
- Introduction to Revenue Assurance
- Revenue Assurance and the TM Forum
- Revenue leakage framework and examples
- Recommended approach for usage assurance
- Data analysis techniques
- Identification of business rules
- Usage assurance worked example and exercises
- Recommended approach for subscription assurance
- Recommended approach for cost assurance
- Rating and billing assurance, covering both on-line and off-line charging
- KPI design and visualisation
- Summary of the TM Forum's revenue assurance benchmarking exercise
- Techniques for the correction of revenue assurance issues
- Techniques for the prevention of revenue assurance issues
- Introduction to the TM Forum's revenue assurance maturity model
- NGOSS from a revenue assurance perspective, covering eTOM, SID and TAM
- Discussion of supporting techniques
- Identification of the functionality of a revenue assurance system
- Revenue assurance considerations in next generation networks
- Summary and Q&A
- Examination
ISO 20K Consultancy and Training
Fingerprint Consultancy provides ISO/IEC 20000 consultancy services which is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. It covers different domains such as Service Delivery Processes and Control processes which include Release, Resolution, and Relationship Management. It also specifies distinct management requirements and the maintenance of Service Management Policies and Plans, Service Level Agreements, and relevant records ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC). ISO/IEC 20000 was released in 2005 based on the IT infrastructure library (ITIL®) best practice framework, and updated in 2011.Show Details
- ISO/IEC 20000 Consultants Training
This 3-day course gives a broad overview of the ISO/IEC 20000 IT Service Management standard educates attendees in how to scope and prepare for formal certification process. It includes guidance on the itSMF ISO/IEC 20000 Certification Scheme, a detailed look at parts 1 and 2 of the standard, scoping guidelines, implementation considerations, preparing for an audit, and the role of the Registered Certified Body (RCB). The course includes the formal itSMF ISO/IEC 20000 consultants Examination.
At the end of the course, you will be able to:
- Understand the ISO/IEC 20000 Standard and how it relates to other sources of ITSM best practice
- Understand the itSMF ISO/IEC 20000 Certification Scheme and the way in which it is operated and applied
- Be able to scope and pre-assess a formal certification application
- Take and pass the formal itSMF ISO/IEC 20000 Consultants examination
- ISO 20000 Auditor Certificate Training Course
This four-day intensive course enables participants to develop the expertise needed to audit an Information Technology Service Management System (ISO 20000) and to manage a team of auditors by applying widely recognized audit principles, procedures and techniques. During this interactive training, the participant will acquire the skills and knowledge needed to proficiently plan and perform audits compliant with the certification process of standard 20000:2005. Based on practical exercises, the participant will develop the abilities (mastering audit techniques) and skills (managing audit teams and audit program, communicating with customers, conflict resolution, etc.) necessary to the efficient conducting of an audit. The training is based on management system audit guidelines (ISO 19011:2002) as well as international audit best practices: the International Federation of Accountants (IFAC), the American Institute of Certified Public Accountants (AICPA), the Information Systems Audit and Control Association (ISACA) and the Institute of Internal Auditor (IIA). A comprehensive audit kit developed by seasoned auditors will be distributed to participants.
At the end of the course, you will be able to:
- Understanding the application of the information technology service management system in the ISO 20000:2005 context.
- Understanding the relationship between the information technology service management system, including the management processes and requirements, and the various stakeholders.
- Understanding audit principles, procedures and techniques, and being able to apply them in an ISO 20000 audit framework.
- Understanding the legal, statutory, regulatory or contract obligations relevant during an ITSMS audit.
- Acquiring the personal skills required to perform an audit in an effective and cost-effective manner, and managing an audit team.
- Preparing and completing an audit report
