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The IT Infrastructure Library (ITIL) provides international best practice guidance in IT Service Management. It is also the basis of ISO\IEC 20000, the International Standard for IT Service Management. Now in its third version, it was originally developed in conjunction with both public and private sector organisations and provides genuine, recognised world class practices with a view to sponsoring a high level of quality standardisation across the IT industry.
ITIL also provides a framework for IT practitioners to demonstrate their ITIL knowledge and capabilities, and to build on this knowledge through certification training. There are a number of ITIL V2 and V3 courses available which can be run either on-site, for groups of 8 16, or individuals can attend a public course (all course dates and locations are available for booking here).
ProActives public training course schedule currently covers Australia and New Zealand, however we have a history of running on-site courses for organisations outside Australia/NZ most recently in the UK, USA and Asia.
Training as part of the bigger picture
The following diagram outlines the current roadmap for ITIL training (click on the graphic for a downloadable pdf):
As can be seen in the graphic above, the V3 Intermediate Certificates that are due to be released in October 2008 are colored yellow, and those to be released in January 2009 are colored light blue. Further detail is in the pdf file (click on the graphic).
ProActive have now scheduled the Capabilities courses of Release, Control and Validation (RC& V), and Operational Support and Analysis (OS& A). We will soon be scheduling the Service Offerings & Agreements (SO& A) capabilities course, and the Lifecycle courses of Service Transition and Service Operation.
For students wishing to achieve ITIL Expert level, completing the V2 Managers Certificate, followed by the V2 V3 Managers Bridging course is the most time-efficient and cost-effective path (with 16 training days). Undertaking the Expert level using V3 courses means that students will have to attend at least 20 training days.
As the V3 courses become available, ProActive will be assessing demand of the V2 courses in terms of the public schedule, however it is anticipated that on-site courses will be available for some time to come, as we encourage large organisations who are progressing through ITIL implementations and have already trained large numbers of staff in V2, to continue along the V2 path to ensure staff all speak the same language.
ProActive Services offers a range of training and consultancy services to assist clients in implementation of IT Service Management (ITSM) best practice. Our emphasis is on providing client staff with the skills and knowledge needed to implement effective ITSM within their own organisation rather than doing the work for them. ITSM only works well when ownership resides with the client organisation.
Most services can be tailored to meet the specific needs of the client, although the syllabus for some training courses is partially constrained if participants wish to sit external examinations.
All ProActive courses focus on ensuring that students get maximum benefit from the training that can be quickly turned into gain in the workplace. A combination of classroom learning, peer group discussion, practical exercises and simulation activities are utilised. This not only makes the training more enjoyable, but aids in retention of information.
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