Pro-Attivo : Our Last 10 Pages

Pro-Attivo : Consultant/Manager in ITSM (according to ISO/IEC 20000)

Consultant/Manager in ITSM(IS20MCON)

Management Track
ISO/IEC 20000 Consultant/Manager in ITSM
Public and World Wide Private Courses

Delivery Method
Interactive Classroom

Target Audience
To be confirmed

Course Description
This Management Track qualification is designed to communicate an approach to assisting service providers to achieve and retain certification to the standard. It is likely to include details of :

Performing a capability assessment

Preparation
Conducting the assessment
Producing the assessment report
Communicating findings

Managing improvements

Ensuring buy-in to the activities
Establishing and maintaining an improvement plan

Preparing for audit

Aligning service providers to be ready for the certification and surveillance audits
Understanding the certification scheme

Further refinement of the qualification details will be made available as soon as EXIN release their specification.

Duration
To be confirmed

Examination
To be confirmed
EXIN Accredited

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Pre-Requisites
To be confirmed

Important Information

PRO-ATTIVO brings its consulting experience in to the classroom so that delegates leave our courses with much more than a certificate, they leave with valuable pragmatic information that can be used in the workplace.

Recognising our extensive experience in this field reaching back to the year 2000, PRO-ATTIVO were the lead strategists helping EXIN to develop their new ISO/IEC 20000 qualification scheme. This has also involved us contributing to the development of the qualification specifications and questions.

PRO-ATTIVO also has representation on the British Standards Institute committee responsible for contributing to the development of the next version of the standard.

PRO-ATTIVO helped the itSMF to establish their certification scheme and have audited the auditors on behalf of the itSMF to ensure compliance to the scheme guidelines.

Course Brochure
Download this course information
Download our ISO/IEC 20000 Education Brochure
Download our ISO/IEC 20000 Professional Services Brochure

Pro-Attivo : Control of IT Services (according to ISO/IEC 20000)

Control of IT Services (IS20PC)

Professional Level
ISO/IEC 20000 Control of IT Services
Public and World Wide Private Courses

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Delivery Method
Interactive Classroom

Target Audience

The target group for this qualification includes those personnel who are involved in a practical way in:

Process improvement activities
Managing or contributing to the Control of IT Service processes; Planning and Implementing New or Changed Service, Change, Configuration and Release Management

Course Description
This professional level qualification is designed to communicate “HOW” to implement the requirements of the standard within the context of the following areas :

Configuration Management

Establishing and maintaining a configuration management policy
Identifying, controlling and tracking versions of service and infrastructure components
Managing changes to configuration items
Establishing and maintaining software libraries
Defining and executing audit procedures

Change Management

Managing change scope, risks and other attributes
Managing change approval
Performing a post-implementation review
Managing emergency changes
Monitor change trends and apply appropriate actions

Release Management

Establishing and maintaining a release policy
Establishing and maintaining a release plan
Scheduling releases
Managing emergency releases

Planning and Implementing New or Changed Service

Assessing proposals for new or changed service
Planning for new or changed service (or de-commission)
Establishing and using service acceptance criteria
Assessing the outcomes achieved

Management System

Ensuring alignment to the overall Management System

Duration
3 days

Examination
40 questions
Multiple Choice scenario based - 90 minutes
26 questions correct out of 40 required to pass
EXIN Accredited
As an Accredited Examination Center (AEC) we are able to schedule exams to suit our clients’ needs in a location preferable to them��

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Pre-Requisites
All candidates must hold the Foundation certificate in ITSM according to ISO/IEC 20000 (IS20F) or hold an equivalent certificate�

Important Information

PRO-ATTIVO also has representation on the British Standards Institute committee responsible for contributing to the development of the next version of the standard.

PRO-ATTIVO helped the itSMF to establish their certification scheme and have audited the auditors on behalf of the itSMF to ensure compliance to the scheme guidelines.

We also contribute to the industry through the publication of the itSMF International endorsed book "Implementing ISO/IEC 20000 – the roadmap" which was written by our Head of Consulting Practice.

Course Brochure
Download this course information
Download our ISO/IEC 20000 Education Brochure
Download our ISO/IEC 20000 Professional Services Brochure

Pro-Attivo : Alignment of IT and the Business (according to ISO/IEC 20000)

Alignment of IT and the Business (IS20PA)

Professional Level
ISO/IEC 20000 Alignment of IT with the Business
Public and World Wide Private Courses

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Delivery Method
Interactive Classroom

Target Audience

The target group for this qualification includes those personnel who are involved in a practical way in:

Conducting service reviews with the business
Defining and managing service levels
Managing business/customer relationships (including account management)
Managing suppliers
Managing finances
Process improvement activities
Producing service reports
IT Service Management performance/balanced scorecard analysis

Course Description
This professional level qualification is designed to communicate “HOW” to implement the requirements of the standard within the context of the following areas :

Business Relationship Management

Establishing and maintaining a stakeholder matrix
Conducting service review meetings (including Service Level Management)
Establishing and communicating business plans
Managing customer complaints
Establishing and managing customer satisfaction

Supplier Management

Establishing and maintaining a supplier management process
Establishing and maintaining the service definition
Conducting a major review of the contract(s)
Dealing with contractual disputes
Dealing with the expected end of service, early end of the service and transfer of the service
Monitoring performance and making improvements

Service Level Management

Establishing and maintaining a service catalogue
Establishing and maintaining service level agreements
Conducting service review meetings (including Business Relationship Management)
Service Level monitoring, reporting and improvement

Service Reporting

Establishing and maintaining a report catalogue
Producing fit for purpose service reports
Analysing service reports and initiating corrective action

Management System

Ensuring alignment to the overall Management System

Duration
3 days

Pre-Requisites
All candidates must hold the Foundation certificate in ITSM according to ISO/IEC 20000 (IS20F) or hold an equivalent certificate

Important Information

PRO-ATTIVO also has representation on the British Standards Institute committee responsible for contributing to the development of the next version of the standard.

PRO-ATTIVO helped the itSMF to establish their certification scheme and have audited the auditors on behalf of the itSMF to ensure compliance to the scheme guidelines.

We also contribute to the industry through the publication of the itSMF International endorsed book "Implementing ISO/IEC 20000 – the roadmap" which was written by our Head of Consulting Practice. Link to the purchasing page to buy the book

Course Brochure
Download this course information
Download our ISO/IEC 20000 Education Brochure
Download our ISO/IEC 20000 Professional Services Brochure

Pro-Attivo : Support of IT Services (according to ISO/IEC 20000)

Support of IT Services (IS20PS)

Professional Level
ISO/IEC 20000 Support of IT Services
Public and World Wide Private Courses
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Delivery Method
Interactive Classroom

Target Audience

The target group for this qualification includes those personnel who are involved in a practical way in:

Restoring agreed service levels to the customer as soon as possible
Responding to service requests (password resets, equipment moves)
Minimizing disruption to the customer by identification and analysis of the cause of incidents
Managing Incidents and Problems to closure
Incident registration, classification, escalation, resolution and closure
Maintaining Knowledge Repositories
Proactive Problem Management including Incident Trend analysis
Reporting on Incidents and Problems and keeping End Users informed
Recommend improvements to eliminate causes of Incidents

Course Description
This professional level qualification is designed to communicate “HOW” to implement the requirements of the standard within the context of the following areas :

Incident Management

Establishing and maintaining incident management procedures
The use of relevant information such as :
- Known errors
- Problem resolutions and
- the Configuration Management DataBase
Managing major incidents

Problem Management

Establishing and maintaining problem management procedures
Analysing reports for trends
Performing problem reviews
Identifying and maintaining problems and known errors

Management System

Ensuring alignment to the overall Management System

Duration
3 days

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Pre-Requisites
All candidates must hold the Foundation certificate in ITSM according to ISO/IEC 20000 (IS20F) or hold an equivalent certificate

Important Information

PRO-ATTIVO also has representation on the British Standards Institute committee responsible for contributing to the development of the next version of the standard.

PRO-ATTIVO helped the itSMF to establish their certification scheme and have audited the auditors on behalf of the itSMF to ensure compliance to the scheme guidelines.

Course Brochure
Download this course information
Download our ISO/IEC 20000 Education Brochure
Download our ISO/IEC 20000 Professional Services Brochure

Pro-Attivo : Delivery of IT Services (according to ISO/IEC 20000)

Delivery of IT Services (IS20PD)

Professional Level
ISO/IEC 20000 Delivery of IT Services
Public and World Wide Private Courses

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Delivery Method
Interactive Classroom

Target Audience

The target group for this qualification includes those personnel who are involved in a practical way in:

Process improvement activities
Managing or contributing to the Delivery of IT Service processes; Capacity, Service Continuity, Availability, Budgeting & Accounting and Information Security Management

Course Description
This professional level qualification is designed to communicate “HOW” to implement the requirements of the standard within the context of the following areas :

Capacity Management

Establishing and maintaining a capacity plan
Applying capacity management techniques

Service Continuity and Availability Management

Understanding business requirements and applying them
Establishing and maintaining a service continuity plan
Establishing and maintaining an availability plan
Measuring and monitoring availability
Testing service continuity and availability plans

Budgeting and Accounting

Establishing and maintaining budgeting and accounting policies and processes
Monitoring and reporting costs

Information Security Management

Aligning to the security policy
Managing risks and applying security controls
Managing security related incidents
Monitoring security incidents

Management System

Ensuring alignment to the overall Management System

Duration
3 days

Pre-Requisites
All candidates must hold the Foundation certificate in ITSM according to ISO/IEC 20000 (IS20F) or hold an equivalent certificate

Important Information

PRO-ATTIVO also has representation on the British Standards Institute committee responsible for contributing to the development of the next version of the standard.

PRO-ATTIVO helped the itSMF to establish their certification scheme and have audited the auditors on behalf of the itSMF to ensure compliance to the scheme guidelines.

We also contribute to the industry through the publication of the itSMF International endorsed book "Implementing ISO/IEC 20000 – the roadmap" which was written by our Head of Consulting Practice.

Course Brochure
Download this course information
Download our ISO/IEC 20000 Education Brochure
Download our ISO/IEC 20000 Professional Services Brochure

Pro-Attivo : ITIL Version 3 Manager Bridge

ITIL^��Manager Bridge (ITIL3MB)

ITIL^� Version 1 or Version 2 Manager to ITIL^� Version 3 Expert
Public and World Wide Private Courses

Delivery Method
Interactive Classroom

Target Audience

Individuals who already hold the Manager’s Certificate in IT Service Management at an earlier ITIL^� version, who wish to obtain the ITIL^� Expert in IT Service Management, thereby demonstrating their knowledge of ITIL^� Version 3
This may include but is not limited to, CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners

Course Description
The examination has been written on the basis that in preparing for the examination all candidates will have attended an accredited training course and will have read the ITIL^� Service Lifecycle Practices core guidance which includes:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Introduction to the Service Lifecycle (Optional but recommended)

The main focus of the Managers-Diploma Bridge will be the new content of ITIL^� v3 and those things that have changed. The syllabus is therefore in two parts:

Part 1 covers those things that are new to ITIL^� v3 that will form the main focus for the qualification.

Introduction
Service Management as a practice
The Service Lifecycle
Generic concepts and definitions
Key principles and models
Processes
Functions
Roles & Organization
Technology & Architecture
Implementation Considerations
Complementary Industry Guidance
Mock exam

Part 2 covers those things that were well known at v2, but with some significant differences.

Generic Concepts
Processes

The training/qualification will focus only on those elements that have changed.

PRO-ATTIVO only uses experienced practitioners to deliver training courses who can discuss and advise on implementation and improvement issues.

Duration
4 Days

Examination
20 questions
Complex Multiple Choice Scenario Based
16 questions correct out of 20 required to pass
EXIN Accredited APMG Qualification
As an Accredited Examination Center (AEC) we are able to schedule exams to suit our clients’ needs in a location preferable to them

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Pre-Requisites
Manager's Certificate in IT Service Management

Important Information

We have managed some of the world’s largest IT Service Management programmes supporting contracts worth up to $6 billion.

PRO-ATTIVO has also contributed to the development of a number of IT Service Management best practice publications including ITIL^� Version 3.

Course Brochure
Download this course information
Download our ITIL^� Education Brochure
Download our ITSM Professional Services Brochure

Pro-Attivo : ITIL Version 3 Foundation

ITIL^� Version 3 Foundation (ITIL3F)

Foundation Level
ITIL^� Version 3 Foundation
Public and World Wide Private Courses

Delivery Method
Interactive Classroom

Target Audience

Individuals who require a basic understanding of the ITIL^� Version 3 framework and how it may be used to enhance the quality of IT service management within an organisation.
IT professionals that are working within an organisation that has adopted and adapted ITIL^� who need to be informed about and thereafter contribute to an ongoing service improvement programme.
This may include but is not limited to, IT professionals, business managers and business process owners.

Course Description
The purpose of the ITIL^� Version 3 Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL^� terminology, structure and basic concepts and has comprehended the core principles of ITIL^� practices for Service Management.

The ITIL^� Version 3 Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL^� practices for Service Management without further guidance.

Delegates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

Service Management as a practice (Comprehension)
Service Lifecycle (Comprehension)
Key Principles and Models (Comprehension)
Generic Concepts (Awareness)
Selected Processes (Awareness)
Selected Roles (Awareness)
Selected Functions (Awareness)
Technology and Architecture (Awareness)
ITIL� Qualification scheme (Awareness)

PRO-ATTIVO only uses experienced practitioners to deliver training courses who can discuss and advise on implementation and improvement issues.

Duration
3 Days

Examination
40 questions
Multiple Choice
26 questions correct out of 40 required to pass
EXIN Accredited APMG Qualification

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Pre-Requisites
None

Important Information

We have managed some of the world’s largest IT Service Management programmes supporting contracts worth up to $6 billion.

PRO-ATTIVO has also contributed to the development of a number of IT Service Management best practice publications including ITIL� Version 3.

Course Brochure
Download this course information
Download our ITIL^� Education Brochure
Download our ITSM Professional Services Brochure

Pro-Attivo : ITIL Version 2 Manager

ITIL^� Version 2 Manager (ITIL2M)

Foundation Level
ITIL^� Version 2 Manager
World Wide Private Courses

Delivery Method
Interactive Classroom

Target Audience
Professionals involved in ITIL^� implementation, IT service management or ITSM project management. Typical roles include; IT management, business management, practitioners, process owners and project managers.

Course Description
The path to earning an ITIL^� Service Manager certification is an intense 10 day in-course learning experience with expected interim self study. The training is delivered as 40% theory and 60% practical application through case studies.

Delegates will learn how to execute the following:

Record, guard, and improve the selected ITIL^� Process(es)
Analyze IT Service Management processes within an organization
Design the organizational structure for implementing processes
IT Service Management processes
Implement change processes
Identify important management skills required to be a good service manager

Part 1: Service Delivery – 5 days

Covers tactical processes:

Financial Management for IT Services
Capacity Management
Availability Management
IT Service Continuity Management
Service Level Management

Subjects addressed:

Case study introduction and Detailed review of the 5 tactical processes
Creating a Service Level Agreement
Designing processes and procedures within organizations
Integration between the processes
Review of the benefits of the processes for an organization
Gaining commitment within organizations
Defining management information

Part 2: Service Support – 5 days

Covers operational processes:

Service Desk & Incident Management
Problem Management
Configuration, Change and Release Management

Subjects addressed:

Case study introduction and Detailed review of the 5 operational processes and function
Defining management information
Designing an organization that manages all processes
Defining an implementation plan
Defining processes and procedure for an organization
Integration between the processes
Review of the benefits of the processes for an organization
Gaining commitment within organizations

Part 3: Preparation and Exam

Review (1 day) lecturer led
Exam

PRO-ATTIVO only uses experienced practitioners to deliver training courses who can discuss and advise on implementation and improvement issues.

Duration
10 days plus 1 day revision

Examination
Two written examinations of 3 hours duration each
50% or more required on both papers to pass
EXIN Accredited
As an Accredited Examination Center (AEC) we are able to schedule exams to suit our clients’ needs in a location preferable to them

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Pre-Requisites
ITIL^� Foundation Certification. Additionally, learners should have a minimum of two years IT management or supervisory experience and preferably two or more years experience in an IT service management environment.

Important Information

We have managed some of the world’s largest IT Service Management programmes supporting contracts worth up to $6 billion.

PRO-ATTIVO has also contributed to the development of a number of IT Service Management best practice publications including ITIL^� Version 3.

Course Brochure
Download this course information
Download our ITIL^� Education Brochure
Download our ITSM Professional Services Brochure

Pro-Attivo : ITIL Version 2 Foundation

ITIL^� Version 2 Foundation (ITIL2F)

Foundation Level
ITIL^� Version 2 Foundation
World Wide Private Courses

Delivery Method
Interactive Classroom

Target Audience
This course is for IT Practitioners and Managers involved in the delivery and support of IT services who require an understanding of IT Service Management processes.

Course Description
This course is based upon the OGC ITIL^� Version 2 books on Service Support and Service Delivery. Formal lectures are supplemented by assignments which consolidate knowledge and allow delegates to try out ideas. There is a strong emphasis on achieving a service culture within organisations.

It is designed to enable delegates to understand how an integrated framework, based on ITIL^�2 best practice guidelines, enables an organisation to support and deliver quality IT services.

Introduction to IT Service Management

The need for a service culture
People, process and technology

Service Level Management

What is an SLA and its purpose?
Service Review

Availability Management

Methods and Techniques
Calculating Availability
Designing for Availability

IT Service Continuity Management

Business Impact Analysis
Strategy and Risk Management
Operational Management

Financial Management for IT Services

Budgeting & Accounting
IT Charging

Capacity Management

Planning & Managing Capacity
Business, Service and Resource Capacity

Configuration Management

Concept of Configuration
Basic Principles
How Configuration underpins ITSM

Service Desk/Incident Management

The purpose and importance of the Service Desk
Service Desk options
Skill profiles
Goal of Incident Management

Problem Management

Goal of Problem Management
Proactive Problem Management
Reactive Problem Management

Change Management

Roles in Change Management
Change Lifecycle Interface to Release and Configuration Mgt

Release Management

Definitive Software Library & Hardware Store
Release strategy

PRO-ATTIVO only uses experienced practitioners to deliver training courses who can discuss and advise on implementation and improvement issues.

Duration
3 days

Examination
40 questions
Multiple Choice
26 questions correct out of 40 required to pass
EXIN Accredited
As an Accredited Examination Center (AEC) we are able to schedule exams to suit our clients’ needs in a location preferable to them

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Pre-Requisites
None

Important Information

We have managed some of the world’s largest IT Service Management programmes supporting contracts worth up to $6 billion.

PRO-ATTIVO has also contributed to the development of a number of IT Service Management best practice publications.

Course Brochure
Download this course information
Download our ITIL^� Education Brochure
Download our ITSM Professional Services Brochure

Pro-Attivo : ISO/IEC 20000 7 - The Audit

stage 7
Audit Preparation

Provide support to your organization during the Registered Certification Body [RCB] ISO/IEC 20000 audit process

Purpose

To gain certification to the standard.

Approach

The RCB of your choice will conduct an on-site review of your service management capability against the standard. This will typically take 3 to 5 days dependent upon the scope. We will sit alongside your staff to assist with the presentation to the RCB and address any queries that may occur.

Benefits - ISO/IEC 20000 To Service Providers

Ability to demonstrate capability
Assist in identifying service improvement opportunities
Potential knock-on marketing opportunities

Benefits - ISO/IEC 20000 To Customers

Higher level of confidence in your service provider if they have certification
Ability to assess your potential service providers
Encourages a culture of continuous service improvement

Pro-Attivo : Our Last 10 Pages

Pro-Attivo : Consultant/Manager in ITSM (according to ISO/IEC 20000)

Consultant/Manager in ITSM(IS20MCON)

Pro-Attivo : Control of IT Services (according to ISO/IEC 20000)

Control of IT Services (IS20PC)

Pro-Attivo : Alignment of IT and the Business (according to ISO/IEC 20000)

Alignment of IT and the Business (IS20PA)

Pro-Attivo : Support of IT Services (according to ISO/IEC 20000)

Support of IT Services (IS20PS)

Pro-Attivo : Delivery of IT Services (according to ISO/IEC 20000)

Delivery of IT Services (IS20PD)

Pro-Attivo : ITIL Version 3 Manager Bridge

ITIL��Manager Bridge (ITIL3MB)

Pro-Attivo : ITIL Version 3 Foundation

ITIL� Version 3 Foundation (ITIL3F)

Pro-Attivo : ITIL Version 2 Manager

ITIL� Version 2 Manager (ITIL2M)

Pro-Attivo : ITIL Version 2 Foundation

ITIL� Version 2 Foundation (ITIL2F)

Pro-Attivo : ISO/IEC 20000 7 - The Audit

stage 7 Audit Preparation

Purpose

Approach

Benefits - ISO/IEC 20000 To Service Providers

Benefits - ISO/IEC 20000 To Customers

ITIL^��Manager Bridge (ITIL3MB)

ITIL^� Version 3 Foundation (ITIL3F)

ITIL^� Version 2 Manager (ITIL2M)

ITIL^� Version 2 Foundation (ITIL2F)

stage 7
Audit Preparation