Course Catalogue 2022

COURSE CATALOGUE

©2007-2022 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.
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

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
Introduction to SIAM
Purpose and value
The SIAM ecosystem
SIAM structures
SIAM roadmap
SIAM roles and
responsibilities
SIAM practices
SIAM Processes
Challenges and risks
SIAM and other practices
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 SIAM
Self paced learning
Download Documents
Training+ Mentor Session
Tutor support
Sample exams
24/7 Support
www.itsm.zone
support@itsm.zone

SIAM Professional
TThe fully accredited SIAM Professional Course is aimed at SIAM
professionals who want to demonstrate their ability to apply SIAM in an
organization. The in-depth and practical course will test a candidate’s
knowledge and skills of the activities in all of the four stages of the
SIAM roadmap. Successful completion of the course and exam will
demonstrate that the candidate can analyse, plan, build and inspect a
multi-service provider environment.
Course Contents
SIAM Foundation Summary
and Roadmap
Discovery & Strategy
Plan & Build
Implement
Run & Improve
Course Recap and Exam
Preparation
Exam Details
Online, web proctored exam
40 multiple choice questions
90 minute duration
65% pass mark
Existing knowledge of SIAM would be beneficial
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

Agile Project Management
The Agile PM Foundation provides a fundamental understanding of the
approach, principles and practices needed to be an Agile Project
Manager, ideal for anyone leading or working on projects where a
mature Agile framework is needed. Focusing on being Agile and flexible
within project delivery, topics include roles and responsibilities,
products, processes, control, prioritization and timeboxing within a
DSDM project.
Course Contents
Choosing Your Agile Approach
Philosophy, Principles and
Project Variables
Preparing for Success
DSDM Process, Roles and
Responsibilities and Products
Key Practices - Prioritization
and Timeboxing
Planning and Control Through
the Lifecycle
Other DSDM Practices
Course Recap and Exam
Preparation
Self paced learning
Download Documents
Training+ Mentor Session
Exam Details
Online, web proctored exam
50 multiple choice questions
40 minute duration
50% pass mark
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

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

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