1. ITIL Training & Certification
Programs
v1.0
ITIL Training & Certification Programs
1

2. About us
United Group (UniG)
• UniG, an IT Solutions Provider, offering specialised engagement
in the area of Business Process Automation and Service
Management.
• Founded in 2010 – Dubai - UAE
• Market Region: UAE & Middle-East
• Services Offering:
 IT Service Management Training
 ICT Management Consulting
 Enterprise Software Solutions
ITIL Training & Certification Programs
2

3. “IT is the Business,
Business is the IT”
How long would Your Organisation survive without IT Services?
Facts,
• No business can survive these days without it’s IT systems,
even fairly small concerns have become reliant on
technology to enable them to survive in the competitive
markets of today.
However,
• The IT Service Organisation’s success is no longer
determined by its ability to just build and acquire technical
assets.
As a result,
Apply ITIL • Because Business is highly depending on IT, IT Service
Organization has to perform at its highest peak efficiency to
support the Business to enable it to survive. 3
ITIL Training & Certification Programs

4. IT Service Management Consulting Services
• ITIL/ISO20000 Service Management Assessment & Benchmark
• ITIL process development & implementation
• ISO20000 Advisory & Support
• Information Security Management policies & process development
based on ISO27001
• IT Risk Management
• Business Continuity Management & Contingency planning
ITIL Training & Certification Programs
4

5. IT Service Management Training
ITIL® Training: All our courses are accredited
ITIL ® V3 Foundations ITIL ® V3 Intermediate
• ITIL ® V3 Foundation • ITIL® Service Strategy
• ITIL ® V3 Foundation Bridge • ITIL® Service Design
• ITIL ® V3 Foundation Plus – Interactive • ITIL® Service Transition
• ITIL® Service Operation
E-Learning • ITIL® Continual Service Improvement
• ITIL ® V3 Foundation • ITIL® Operational Support and Analysis
• ITIL ® V3 Foundation Bridge • ITIL® Planning Protection and Optimization
http://www.eas-quest.com/e-learning.htm • ITIL® Release Control and Validation
• ITIL® Service Offerings and Agreements
ITIL Masters & Expert Apollo 13 ITSM Simulation Case Experience™
• ITIL® V2 Service Manager
• ITIL® V3 Manager Bridge
• ITIL® Managing Across the Lifecycle
ITIL Training & Certification Programs
5

6. ITIL® (IT Infrastructure Library)
• ITIL stands for the IT Infrastructure Library, published by the Office
of Government Commerce (OGC) now know as The Cabinet
Office) in Great Britain. ITIL is a series of published books that each
cover a core essential area of IT Management. The publication
provides a common ground for the different components within a
business to discuss service management.
• ITIL ® is registered trademark of The Cabinet Office in the United
Kingdom and other countries
• ITIL Publications ‘A Brief History’:
ITIL V1 - first published in 1989 by UK’s government CCTA
(Central Computer and Telecommunications Agency) OGC, Now it is known
as The Cabinet Office.
• ITIL V2 – published in 2000
• Improved for international audience
• New types of service delivery
• ITIL V3 – published in 2007 (new updates edition 2011)
• Lifecycle model
• Greater focus on strategy and business outcomes
ITIL Training & Certification Programs
6

7. ITIL® (IT Infrastructure Library)
ITIL has the following components:
• The ITIL Core – Best practice guidance applicable to all types of
organizations who provide services to a business
The ITIL core publications are:
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation ITIL
5. Continual Service Improvement
Service
Strategy
Service Transition
Continual Service
Improvement
• The ITIL Complementary Guidance – A complementary set of
publications with guidance specific to industry sectors, organization
types, operating models and technology architectures.
• Examples: ISO20000, ISO27001, COBIT, PRINCE® 2, etc
ITIL Training & Certification Programs
7

8. ITIL Qualifications - Scheme Structure
22 credits minimum to achieve the ITIL Expert
5 credits for MALC
3 credits
each 4 credits each individual capability course
individual
lifecycle
course
2 credits for Foundation
ITIL Intermediate courses (Capability Modules):
(PPO) Planning, Protection and Optimization
(SOA) Service Offerings and Agreements
Based on The Cabinet Office ITIL® material. Reproduced under (RCV) Release, Control and Validation
licence from The Cabinet Office (OSA) Operational Support and Analysis
ITIL Training & Certification Programs
8

9. ITIL ® Foundation - Course Objectives
 Provide clear understanding of the ITIL Framework including the
processes within service lifecycle Learn ITIL best practice framework
(all processes and their activities)
 Recognised the need to exploit changes in technology and deliver
business results through technology rather than with technology
 Understand the benefits of Continual Service Improvement to the
organisation
 Identify the opportunities to develop the ITIL Service Management
processes within your organisation
 Achieve the ITIL® Foundation Certificate (for candidates who wish to
take the examination)
ITIL ® is registered trademark of The Cabinet Office in the United Kingdom and other
countries
ITIL Training & Certification Programs
9

10. ITIL® Foundation Exam
• IT Service Management Foundation Certificate (based on ITIL®)
• Paper based / Web based
• 60 minutes, closed book exam
• 40 multiple choice questions
• A score of 65% or more is considered a passing grade
• The recommended number of study days is three which can include
the official Foundation Exam.
• Attempting as many sample examination questions as possible is
strongly recommended.
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
The Swirl logo ™ is a Trade Mark of the Cabinet Office.
ITIL Training & Certification Programs
10

11. References
ITIL/ISO20000 – ITSM Process Implementation
Ministry of Environment & Water is so far the first and only UAE federal ministry achieving
the ISO20000 certificate under assistance of UniG & audited by (Intertek).
ITIL Training Programs
ISO27001 – Information Security Management - Implementation
Software Solutions:
ITIL Training & Certification Programs
11