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ITSM Academy helps our clients /
alumni successfully
navigate the ITSM waters by providing value driven, comprehensive
training programs. We offer all levels of
ITIL®,
ISO/IEC 20000 and
Microsoft
Operations Framework (MOF) Education, as well as many customized
Workshops and Specialty Courses including the
Apollo 13 - an ITSM Case Experience™
Simulation. We
are the only
provider offering Certified Process Design Engineer
(CPDE)®
and Visible Ops:
The Class.
All training can be delivered
in our Classrooms, or Yours.
Public classes are held in our Training Centers
in Ft. Lauderdale, FL and Dallas, TX as well as our
satellite center in Washington, DC. Many classes now
offered in our
Virtual Classroom.
All courses offered through our
Courseware Licensing Program.
ITSM Academy Instructor Led
Course Catalog
|
Status = Public Open Enrollment
(P), Onsite (OS), Virtual (V), Courseware
Licensing (CL),
In Development (DEV) |
|
Course |
Class
Days |
Certificate |
ITSMP |
PDUs |
ITIL Expert
Credits |
Status |
|
ITSM Process Design |
|
Certified Process Design Engineer (CPDE)® |
5 |
YES |
YES |
38 |
1.5 |
OS, P, CL |
|
ITIL®
Version 3 |
|
Foundation and Bridge Courses |
|
Foundation |
3 |
YES |
YES |
22 |
2 |
OS, P, V, CL |
|
Foundation Bridge |
1 |
YES |
NO |
6 |
0.5 |
OS, P, V, CL |
|
Service Manager Bridge |
5 |
YES |
NO |
38 |
5 |
OS, P, CL |
|
Capability
Courses - See
Qualification Scheme
|
|
Release, Control and Validation (RCV) |
5 |
YES |
YES |
38 |
4 |
OS, P, CL |
|
Service Offerings and Agreements (SOA) |
5 |
YES |
YES |
38 |
4 |
OS, P, CL |
|
Operational Support and Analysis (OSA) |
5 |
YES |
YES |
38 |
4 |
OS, P, CL |
|
Planning, Protection, and
Optimization |
5 |
YES |
|
38 |
4 |
OS, P, CL |
|
Lifecycle and
Managing Across the Lifecycle Courses |
|
Service Strategy |
3 |
YES |
NO |
22 |
3 |
OS, P, V, CL |
|
Service Design |
3 |
YES |
NO |
22 |
3 |
OS, P, V, CL |
|
Service Transition |
3 |
YES |
YES |
22 |
3 |
OS, P, CL |
|
Service Operation |
3 |
YES |
YES |
22 |
3 |
OS, P, CL |
|
Continual Service Improvement |
3 |
YES |
YES |
22 |
3 |
OS, P, CL |
|
Managing Across the Lifecycle |
5 |
YES |
NO |
38 |
5 |
OS, P, CL |
|
Value Add Workshops |
|
Implementing ITIL V3 |
2 |
NO |
NO |
14 |
N/A |
OS, V, CL |
|
ITIL Overview
|
>1 |
NO |
NO |
3 |
N/A |
OS, V, CL |
|
ITIL: Executive Briefing |
>1 |
NO |
NO |
3 |
N/A |
OS, V, CL |
|
Service
Transition Overview |
>1 |
NO |
NO |
4 |
N/A |
OS, V, CL |
|
Service
Operation Overview |
>1 |
NO |
NO |
4 |
N/A |
OS, V, CL |
|
From Help Desk to Service Desk Using ITIL Best
Practices |
2 |
NO |
NO |
14 |
N/A |
OS, V, CL |
|
SPECIALTY |
|
Certified Process Design Engineer (CPDE)® |
5 |
YES |
YES |
38 |
1.5 |
OS, P, CL |
|
The Building Blocks of ITSM Process Design
|
>1 |
NO |
NO |
4 |
N/A |
OS, V, CL |
|
APOLLO 13 – AN ITSM CASE EXPERIENCE™ |
1 or 2 |
NO |
NO |
6 |
N/A |
OS, CL |
|
VISIBLE OPS: THE CLASS |
2 |
NO |
NO |
14 |
N/A |
OS, V, CL |
|
Customer Service Excellence
for the Service Desk Professional |
2 |
NO |
NO |
N/A |
N/A |
OS, V, CL |
|
Certified Call Center Manager (CCCM)
|
3 |
YES |
NO |
N/A |
N/A |
P |
|
ISO/IEC 20000 |
|
Foundation |
3 |
YES |
YES |
22 |
N/A |
OS, P, V, CL |
|
Advanced |
5 |
YES |
NO |
22 |
N/A |
Dev |
|
Overview
|
4 hour |
NO |
NO |
3 |
N/A |
OS, V, CL |
|
Microsoft Operations Framework (MOF) |
|
Foundation |
3 |
YES |
YES |
22 |
NA |
OS, P, V, CL |
|
ITIL®
Version 2 |
|
Foundation and Manager Courses |
|
Foundation |
3 |
YES |
NO |
22 |
1.5 |
Retired |
|
Service Manager |
10 |
YES |
NO |
82 |
17 |
Retired |
|
Practitioner
Cluster Courses |
|
|
|
|
|
|
|
Release & Control (IPRC) |
5 |
YES |
NO |
38 |
3.5 |
OS, CL |
|
Support & Restore (IPSR) |
5 |
YES |
NO |
38 |
3.5 |
OS, CL |
|
Agree & Define (IPAD) |
5 |
YES |
NO |
38 |
3.5 |
OS, CL |
|
Plan & Improve (IPPI) |
5 |
YES |
NO |
38 |
3.5 |
OS, CL |
|
Status = Public Open Enrollment
(P), Onsite (OS), Virtual (V), Courseware
Licensing (CL),
In Development (DEV) |
|
