Course Catalogue 2021

itsmzone

COURSE CATALOGUE


©2007-2021 IT Training Zone Ltd – a Peoplecert, EXIN and APMG accredited training organisation.

ITSM Zone is a trading name of IT Training Zone Ltd

ITIL® is a registered trade marks of AXELOS Ltd, used under permission of AXELOS Limited. All rights

reserved.

OBASHI® is a registered trademark of OBASHI Ltd. All rights reserved.

COBIT® is a trademark of ISACA® registered in the United States and other countries.

The International Organization for Standardization (ISO) is a non-governmental organization which is a

network of the national standards institutes of 156 countries.ISO is the owner of the ISO/IEC 20000

standard.

RESILIA is a trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.

BRMP® and CBMR® are Registered Trade Marks of Business Relationship Management Institute, Inc.

SIAM® is a registered trademark

VeriSM is a trade mark of IFDC


eLearning by ITSM Zone

ITSM Zone is an Accredited Training

Organisation offering a wide range of

courses for IT and Service Managment

professionals.

Designed to be accessible, cost

effective and offering the best online

learning experience for students, all of

our courses have support from our

24/7 helpdesk and team of qualified,

experienced tutors.


ITIL® 4 Foundation & Exam

ITIL remains the most widely adopted guidance on IT service

management (ITSM) in the world.

The ITIL 4 Foundation is the starting point for people wanting ITIL

qualifications and provides entry level learning for anyone involved in

the provision, support, or delivery of IT-enabled services in

organisations operating in the digital age.

Course Contents

Key Concepts of Service

Management

The Guiding Principles

Service Management and

Value

ITIL Practices Introduction

ITIL Practices Deep Dive

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

60 minute duration

65% pass mark

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL® 4 Managing Professional

Transition & Exam

This course and associated certification will help candidates with

existing ITIL v3 certifications transition to the ITIL 4 Managing

Professional (MP) status. It will provide candidates with an

understanding of new ITIL 4 concepts and definitions, as well as the key

differences between ITIL 4 and previous versions of ITIL. It will also

provide an overview of key elements from the four ITIL MP modules:

Create, Deliver and Support, Drive Stakeholder Value, High Velocity IT,

and Direct, Plan and Improve.

Course Contents

ITIL 4 Foundation concepts

Create, Deliver and Support

Drive Stakeholder Value

High Velocity IT

Direct, Plan and Improve

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Candidates must hold a minimum of 17 V3 credits and have

completed the course to be eligible to take the exam

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL® 4 Managing Professional

Program & Exams

The Managing Professional program is the flexible, cost effective way

for learners to achieve MP designation.

This program includes access to the ITIL Specialist and Strategist

courses that are required to certify.

Program Contents

ITIL 4 Specialist: Create, Deliver &

Support

ITIL 4 Specialist: Drive Stakeholder

Value

ITIL 4 Specialist: High Velocity IT

ITIL 4 Strategist: Direct, Plan &

Improve

Exam Details

All four exams included

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Candidates must hold the ITIL 4 Foundation certificate and have

compeleted the course before requesting the exam session

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL® 4 Specialist: Create, Deliver

& Support & Exam

The ITIL 4 Create, Deliver & Support course builds on the concepts

introduced in ITIL 4 Foundation. It is ideal for IT practitioners and

leaders who want to make improvements to their organization’s service

management methods, and to the operation of IT-enabled digital

products and services.

Program Contents

SVS Key Concepts and Challenges

Value Streams for New Services

Value Streams for User Support

Know how to Create, Deliver and

Support Services

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Candidates must hold the ITIL 4 Foundation certificate and have

compeleted the course before requesting the exam session

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL® 4 Specialist: Drive

Stakeholder Value & Exam

The ITIL 4 Drive Stakeholder Value course looks at the engagement and

interaction between a service provider and their customers, users,

suppliers and partners, focussing on how organizations can convert

demand into value with the use of IT enabled services.

Learn about SLA design, multi-supplier management, communication,

relationship management, customer experience and user experience

design, and customer journey mapping amongst other topics.

Program Contents

Customer Journeys

Targeting Markets & Stakeholders

Fostering Stakeholder

Relationships

Shape Demand & Define Service

Offerings

Onboarding and Offboarding

Continual Value Co-Creation

Realizing & Validating Value

Course Recap & Exam Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Candidates must hold the ITIL 4 Foundation certificate and have

compeleted the course before requesting the exam session

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL® 4 Specialist: High Velocity IT

The ITIL 4 Specialist High Velocity IT module looks at how digital

organizations and digital operating models function in high velocity

environments and will enable traditional practitioners and

organizations to update their skills and working methods for the digital

era.

Program Contents

Concepts around the High-

Velocity Nature of the Digital

Enterprise

The Digital Product Lifecycle and

the ITIL Operating Model

Key Concepts & Associated

Behaviors

Ensuring Valuable Investments

Ensuring Fast Development

Ensuring Resilient Operations

Ensuring Co-created Value

EnsuringAssured Conformance

Course Recap & Exam Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Candidates must hold the ITIL 4 Foundation certificate and have

compeleted the course before requesting the exam session

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL® 4 Strategist: Direct, Plan and

Improve

The ITIL 4 Strategist Direct, Plan and Improve module provides IT

professionals and leaders with the ability to use ITIL methods in their

overall IT strategy, creating an evolving IT organization with a strong

and effective strategic direction. It demonstrates a clear alignment

between strategy and operations and how to maximise outcomes.

Learn the skills to control, influence and inspire others to work in a

desired way and create effective, high performing IT and digital teams.

Program Contents

Exam Details

DPI Key Concepts

Scope, Key Principles & Methods

Governance, Risk, and Compliance

Focus on Improvement

Focus on Organizational Change

Management

DPI, Measurement and Reporting

DPI, Value Streams and Practices

Course Recap & Exam Preparation

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Candidates must hold the ITIL 4 Foundation certificate and have

compeleted the course before requesting the exam session

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


Agile Scrum Foundation

The fully accredited Agile Scrum Foundation teaches an understanding

of Agile principles and Scrum methodology; perfect for anyone

leading or working on projects.

Covering Agile ways of thinking, Scrum practices, planning and

estimation plus how to monitor Scrum projects and more. This ideal

for those working in Project Management, Software development, IT

Service Management or Business Management

Course Contents

Agile Ways of Thinking

Roles and Events

Scrum Practices

Planning

Estimation

Monitoring

Advanced Scrum Projects

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

60 minute duration

60% pass mark

This course does not require any existing knowledge of either Agile or

Scrum

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


Cloud Computing Foundation

The fully accredited Cloud Computing Foundation course provides an

overview of Cloud Computing and its relationship with other areas of

information management and includes some technical knowledge.

Learn fundamental concepts such as architecture, design, and

deployment models and how it can be employed by different types of

organizations. Ideal for anyone who has a role in the use and

management of internet-based services. Including managers, service

provider staff and IT administrators and service managers.

Course Contents

Principles of Cloud

Computing

Implementing and Managing

Using the Cloud

Security and Compliance

Evaluation of Cloud

Computing

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

60 minute duration

60% pass mark

This course does not require any existing knowledge of Cloud

Computing

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


SIAM Foundation

The fully accredited SIAM Foundation course introduces service

integration and management, including its history, business drivers,

roles, challenges and the processes that support SIAM models. It is

suitable for anyone working in, or wishing to work in an organization

using SIAM management practices.

Course Contents

Principles of Cloud

Computing

Implementing and Managing

Using the Cloud

Security and Compliance

Evaluation of Cloud

Computing

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

50 multiple choice questions

60 minute duration

65% pass mark

This course does not require any existing knowledge of SIAM

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


VeriSM Foundation

The fully accredited VeriSM Foundation course introduces VeriSM, gives

a clear understanding of services and service management and the

VeriSM model. Learn how an organization can incorporate many

different management practices to support the delivery of services.

This course covers the VeriSM model, innovative technologies,

progressive practices, the service organization, service culture and

people and organizational structure

Course Contents

Introducing VeriSM

Services and service

management

The VeriSM model

Management practices and

emerging technologies

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

60 minute duration

65% pass mark

This course does not require any existing knowledge of VeriSM

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


VeriSM Essentials

The fully accredited VeriSM Essentials course will give a basic

understanding of service management, culture and organisational

structure using the VeriSM model.

The VeriSM Essentials certification is a stand alone course, but

delegates can later take VeriSM Plus to become VeriSM Foundation

certified. This is an ideal starting point for those new to service

management

Course Contents

Digital Transformation

Service culture

People and organizational

structure

The VeriSM model

Innovative technologies

Getting started

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

20 multiple choice questions

30 minute duration

65% pass mark

This course does not require any existing knowledge of VeriSM

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


VeriSM Plus

The fully accredited VeriSM Plus course provides an introduction to

new management practices, such as DevOps, Agile, Lean, SIAM etc.

The VeriSM Plus certification allows students who hold VeriSM

Essentials, ITIL Foundation or ISO/IEC 20000 Foundation certification to

bridge to the VeriSM Foundation certification .

Course Contents

Introducing VeriSM

Services and service

management

The VeriSM model

Management practices and

emerging technologies

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

20 multiple choice questions

30 minute duration

65% pass mark

Students need to hold VeriSM Essentials Certificate or a current

Foundation Certificate in ITIL, ISO/IEC 20000 or IT4IT

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


COBIT 5 Foundation

The COBIT 5 Foundation provides a comprehensive introduction. You'll

understand the governance and management of enterprise IT, create

awareness at senior levels and decidewhich elements of COBIT will

benefit your organisation.

Suitable for Business Management, Chief Executives, IT/IS Auditors,

Internal Auditors, Information Security and IT Practitioners,

Consultants, IT/IS Management and anyone else with an interest in IT

governance and management.

Course Contents

Overview and key features

Principles

Enablers

Implementation

Process capability

assessment model

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

50 multiple choice questions

40 minute duration

50% pass mark

This course does not require any existing knowledge of COBIT

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ISO/IEC 20000 Foundation

The ISO/ IEC 20000 course provides a comprehensive introduction to

the international standard for service management. Foundation

certificate holders can understand the structure of the standard and

key terms used within it. They will understand what an organisation

needs to do in order to be accredited to the standard. People who are

working in an organisation that is using service management guidance

(like ITIL) to deliver its services

Course Contents

Introduction to ISO/IEC20000

Service management system

general requirements

Service delivery and

relationship processes

Design, transition, control and

resolution processes

Audits

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

50 multiple choice questions

40 minute duration

50% pass mark

This course does not require any existing knowledge of ISO/IEC2000

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


OBASHI Foundation

This OBASHI Foundation provides a comprehensive introduction to

OBASHI. Foundation certificate holders can work as part of an OBASHI

team, understand how OBASHI supports business strategy and explain

the benefits of OBASHI. OBASHI is a revolutionary new methodology to

allow you to really understand how your business works.

OBASHI is applicable to any organisation and at all levels.

Course Contents

Overview and core principles

Business and IT Diagrams

Relationships

Modelling using OBASHI

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

50 multiple choice questions

60 minute duration

60% pass mark

This course does not require any existing knowledge of OBASHI

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


Business Analysis Foundation

The Business Analysis Foundation will provide you with an

understanding of business analysis, including the role and

competencies of a Business Analyst, investigation techniques, how to

categorise, analyse and manage stakeholders and model business

processes, how to make a business and financial case and how to

establish, document and model requirements. Suitable for those who

want to understand business analysis, support change and improve

business processes.

Course Contents

Competancies

Strategy Analysis

BA Process Models

Stakeholder Analysis and

Management

Modeling Business Processes

Requirements

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

60 minute duration

65% pass mark

This course does not require any existing knowledge of Business

Analysis

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


RESILIA Foundation & Exam

The RESILIA Foundation qualification takes delegates through

a lifecycle approach to organisational cyber resilience, from creating a

strategy aligned to business objectives through to operational cyber

resilience activities. The course is suitable for anyone who needs an

awareness of how to protect an organisation’s information assets, as

well as how to recover from a cyber breach. Suitable for IT, risk and

business professionals who need to understand the risks and benefits

of effective Cyber Resilience

Course Contents

Introduction to cyber resilience

Risk management

Managing cyber resilience

Cyber resilience strategy

Cyber resilience design

Cyber resilience transition

Cyber resilience operation

Cyber resilience improvement

Roles and responsibilities

Course Recap and Exam

Exam Details

Online, web proctored exam

50 multiple choice questions

110 minute duration

66% pass mark

This course does not require any existing knowledge of RESILIA

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


RESILIA Practitioner & Exam

The RESILIA Practitioner qualification builds on knowledge acquired

during the RESILIA Foundation training and challenges delegates to

apply and adapt cyber resilience best practice.

This practical course is built round a case study and set of exercises to

bring cyber resilience to life. Suitable for Professionals with

responsibility for IT and security functions or risk and compliance

operations within an organisation

Course Contents

Cyber resilience implementation

Cyber resilience strategy

Cyber resilience design

Cyber resilience transition

Cyber resilience operation

Cyber resilience improvement

Course Recap and Exam

Exam Details

Online, web proctored exam

50 multiple choice questions

135 minute duration

60% pass mark

Exam delegates must hold the RESILIA Foundation certificate.

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


Business Relationship

Management Professional

The Business Relationship Management Professional (BRMP)

certification allows delegates to understand the BRM role and create

awareness of it in their organisation. They will also be able to look at

current relationships in their business and identify where

improvements can be made.

Suitable for anyone working or looking to work in a business

relationship environment, such as buyers, sales teams and customer

service advisors

Course Contents

An overview of BRM

Strategic partnering

Business IQ

Portfolio Management

Business transition management

Provider domain knowledge

Powerful communication

Course Recap and Exam

Exam Details

Online, web proctored exam

50 multiple choice questions

40 minute duration

50% pass mark

This course does not require any existing knowledge of BRM.

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


Certified Business

Relationship Manager

The online Certified Business Relationship Management (CBRM)

course allows BRMP qualified students to take the next step in their

development and learn what it means to become a strategic BRM or

business partner.

Course Contents

Introduction to CBRM

Understanding Business

Relationship Maturity and Value

Assessing BRM Context

Developing Strategic

Relationships

Optimising Business Value

Course Recap and Exam

Exam Details

Online, web proctored exam

60 multiple choice questions

150 minute duration

50% pass mark

Students must already hold the BRMP certification

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


The BCS Foundation

Certificate in DevOps

The Foundation Certificate in DevOps course is produced in

conjunction with the DevOps Group. This course provides an

introduction to DevOps – the cultural and professional movement that

stresses communication, collaboration, integration and automation in

order to improve the flow of work between software developers and IT

operations professionals

Course Contents

Introducing DevOps

CALMS: Culture

CALMS:Automation

CALMS: Lean

CALMS: Measurement

CALMS: Sharing

Common DevOps Roles

Product vs. Project

Three Ways of DevOps, Methods

and Approaches

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

60 minute duration

65% pass mark

This course does not require any existing knowledge of DevOps.

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL® V3 Foundation & Exam

ITIL V3 Foundation course is is mandatory for anyone wanting to

proceed to V3 intermediate study or anyone wanting to achieve Expert

status.

This Foundation course is appropriate for students working in an

organisation where the processes and practices are aligned to the V3

framework or for those who wish to take V3 intermediate study. For

students starting in ITSM, the 2019 ITIL 4 Foundation may be more

appropriate.

Course Contents

Introducing ITIL

Service management &

stakeholders

Functions, roles and

processes

The service lifecycle

Roles

Course Recap and Exam

Preparation

Exam Details

Online, web proctored exam

40 multiple choice questions

60 minute duration

65% pass mark

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Service Operation &

Exam

The ITIL Service Operation course will show you how to successfully

implement best practices and covers principles and processes that

allow service providers to maintain stable live services and support

their customers and end users.

Course Contents

Introduction to Service

Operation

Service Operation Principles

Service Operation Processes

Common Service Operation

Activities

Organising Service Operation

Technology Considerations

Implementation Considerations

Challenges, Critical Success

Factors and Risks

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Service Transition &

Exam

The ITIL Service Transition course will show how to successfully

implement best practices and how to manage the efficient and

effective transition of new or changed services -including activities such

as communications, commitment and organizational change.

Course Contents

Introductionto Service Transition

Service Transition Principles

Service Transition Processes

Service Transition Related

Activities

Organising for Service Transition

Technology Considerations for

Service Transition

Implementation and

Improvement of Service

Transition

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Service Design & Exam

The ITIL Service Design course will show how to successfully implement

best practices and how to manage the efficient and effective design of

new or changed IT services - including requirements management,

design constraints, design models and Service Design Packages.

Course Contents

Introduction to Service Design

Service Design Principles

Service Design Processes

Service Design Related Activities

Organising for Service Design

Considerations of Technology for

Service Design

Implementation and

Improvement of Service Design

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Service Strategy & Exam

The ITIL Service Strategy course focusses on the importance of the

strategic aspect of services within the IT service lifecycle. This

certification will help you exhibit that you understand risks and success

factors and have the knowledge to form and progress strategy within

an organization or programme.

Course Contents

Service Strategy Principles

Defining Service and Market

Spaces

Conducting Strategic

Assessments

Financial Management

Service Portfolio Management

Managing Demand

Driving Strategy Through The

Service Lifecycle

Critical Success Factors and Risks

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Continual Service

Improvement & Exam

The ITIL Continual Service Improvement course is for delegates who

will manage and implement ITIL processes. Learn best practices and

how all processes in ITIL CSI interact with other ITIL Service Lifecycle

Processes, understand the roles and responsibilities within CSI and the

activities and functions to achieve Service Improvement excellence.

Course Contents

Continual Service Improvement

Methods and Techniques

Organization for Continual

Service Improvement

Technology for Continual Service

Improvement

Implementing Continual Service

Improvement

Critical success factors and risks

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Release, Control &

Validation & Exam

The Release, Control and Validation course will show how to

successfully apply best practices, gain competencies in RCV processes

and understand how to deliver successful changes and service

implementations. Learn how to classify and manage Knowledge within

the IT organization and understand the benefits and business value of

the RCV processes.

Course Contents

Introduction to Release, Control

and Validation

Release, Control and Validation

Processes

Release, Control and Validation

Roles and Responsibilities

Technology and Implementation

for Release, Control and

Validation

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Planning, Protection &

Optimisation & Exam

Learn how to successfully apply Planning, Protection and Optimization

best practices and gain competencies in PPO processes. Understand

how to deliver services that continue to meet customer needs, learn

how to plan for service availability and recovery of services in a disaster

situation and study information security planning

Course Contents

Introduction to Planning,

Protection and Optimization

Planning, Protection and

Optimization Processes

Technology and Implementation

for Planning, Protection and

Optimization

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Service Offerings and

Agreements & Exam

Learn how to successfully apply Service Offerings and Agreements best

practices and gain competencies in SOA processes. Understand how to

provide value to the customer, service provider and IT organization,

learn how to make sure Service Level Agreements have an

underpinning support structure and how to manage partners and

suppliers in an appropriate way

Course Contents

Introduction – Service

Management as a Practice

Service Offerings and

Agreements Processes

Service Offerings and

Agreements Roles and

Responsibilities

Technology and Implementation

for Service Offerings and

Agreements

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


ITIL Operational Support

and Analysis & Exam

Learn how to successfully apply Operational Support and Analysis best

practices and gain competencies in OSA processes. Understand how to

manage day-to-day service outages and how to structure and manage

Service Operation functions including the Service Desk. Study how to

manage access to services.

Course Contents

Introduction to Operational

Support and Analysis

Operational Support and Analysis

Process

Technology and Implementation

for Operational

Support and Analysis

Course Recap and Exam

Exam Details

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

Students must already hold the ITIL v3 Foundation

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

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ITIL Managing Across the

Lifecycle & Exam

Managing Across the Lifecycle will help you to identify and control

business and management issues in IT service management, managing

the planning and implementation of IT service management, Validate

your knowledge across the service lifecycle and assess the value of IT

services.

Students may also consider taking the ITIL Transition to Managing

Professional as an alternative to MALC, to gain the latest qualification

Course Contents

Service Lifecycle Key Concepts

Communication and Stakeholder

Management

Integrating Service Management

processes across the

lifecycle

Managing services across the

lifecycle

Governance and organisation

Measurement

Implementing and Improving

Service Management

Course Recap and Exam

Exam Details

Online, web proctored exam

50 multiple choice questions

120 minute duration

70% pass mark

Students must already hold a minimum of 17 ITIL credits

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


The ITIL Expert Program

The ITIL Expert program is a flexible, cost effective way to reach ITIL

Expert status.

Providing access to all V3 courses, students can select only the courses

required to reach Expert designation, or can study all courses for an in

depth knowledge of all Lifecycle and Capability courses

Program Contents

V3 Foundation

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Release, Control & Validation

Operational Support & Analysis

Service Offerings & Agreements

Planning, Protection &

Optimisation

Managing Across the Lifecycle

Exam Details

Lifecycle/ Capability exams

Online, web proctored exam

40 multiple choice questions

90 minute duration

70% pass mark

MALC Exam

Online, web proctored exam

50 multiple choice questions

120 minute duration

70% pass mark

Students must hold ITIL Foundation and a minimum of 15 ITIL

intermediate credits before taking the MALC exam

Self paced learning

Download Documents

Training+ Mentor Session

Tutor support

Sample exams

24/7 Support

www.itsm.zone

support@itsm.zone


Online Exams

All online certification courses have the

associated exam available.

The web proctored exam sessions can be

completed from your home or office at a

time and date to suit you and scheduling

and taking these exams is easy.

The exams are provided by reputable

examination institutes who will deliver your

exam online. The questions are exactly the

same standard and style of questions as a

classroom or test centre based exam.

The ITSM Zone team will be happy to guide

you through the process of booking your

exam session and ensuring that you have all

the pre-requisites.


Team Training

ITSM Zone are experienced in delivering

large scale training projects for

organisations. Using online courses limits

the time away from the office for your team

and means that there are no travel or

accommodation expenses. All courses run

on demand; there’s never a course

cancelled due to low numbers.

We fully support everyone involved in your

training project, with dedicated account

managers, a 24/7 helpdesk and qualified,

experienced tutors all on hand to help. Our

courses are designed so that students can

review the materials as many times as they

need, fully understanding concepts before

moving on.

We provide tailored solutions for larger

groups; using a portal, we give you the tools

to have full control of the training. The portal

gives you the ability to assign training to

students whenever you want, and the

progress reports help you ensure that your

students are on track.

Enquire Now


Contact Us

e: support@itsm.zone

t: 020 3884 0938

www.itsm.zone

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