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Zenetex University

Zenetex University

To best serve our customers, all Zenetex University courses are offered virtually. Distance learning students enjoy the same interaction and participation with the instructor and fellow students just as if they were in the classroom. No need to go to an offsite exam center; Zenetex University will also coordinate all exam logistics for your location.

All Zenetex University course materials are accredited and based upon the most recent syllabi. Our curriculum delves heavily into real-world examples that not only enhance the student’s ability to learn new concepts, but also his or her skill to apply them upon return to the workplace. All courses include a mix of instructor-led training and hands-on exercises to help students learn about the practical application of ITIL principles. All certification exams are given on the final day of class. An independent examination body, EXIN, will proctor the exams.

All credits noted apply to the ITIL Expert credential.

ITIL® Foundation in IT Service Management Training

Prerequisite: none
Time to Complete: 3 days
Credits: foundation; required for all subsequent courses.
Certification: ITIL® Foundation in IT Service Management (ITSM) Training

During this course, Zenetex University’s experienced trainers provide students with a general overview of the ITSM Lifecycle and its supporting processes, functions, and roles. The ITIL® Foundation course prepares you for the examination leading to the Foundation Certificate in ITSM.

Operational Support and Analysis

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 5 days
Credits: 4
Certification: ITIL® Operational Support and Analysis

This capability certification course covers the ITIL concepts related to such processes as:

  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Event Management
  • Access Management

Release Control and Validation

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 5 days
Credits: 4
Certification: ITIL® Release Control and Validation

This capability certification course enables the student to master the key ITIL processes needed to create a stable IT infrastructure upon which businesses can fully rely.

The course includes ITIL concepts related to such processes as:

  • Change Management
  • Service Validation & Testing
  • Release & Deployment Management
  • Service Asset & Configuration Management
  • Request Fulfillment
  • Evaluation
  • Knowledge Management

Service Offerings and Agreements

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 5 days
Credits: 4
Certification: ITIL® Service Offerings and Agreements

This capability certification course covers ITIL® concepts related to such processes as:

  • Service Level Management
  • Service Portfolio Management
  • Service Catalog Management
  • Demand Management
  • Supplier Management
  • Financial Management

Plan, Protect, and Optimize

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 5 days
Credits: 4
Certification: ITIL® Plan, Protect, and Optimize

This capability certification course covers ITIL® concepts such as

  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management

Our curriculum delves heavily into real world examples and experiences which not only enhances the participants ability to learn new concepts but to apply them once returning to the workplace, ensuring sustainable results. The certification exam is administered on the final day of class; a passing grade on the final exam results in ITIL® Plan Protect and Optimize certification and 4 credits toward ITIL® Expert.

Service Strategy

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 3 days
Credits: 3
Certification: ITIL® Service Strategy

This course sets the direction for the next four stages of the IT lifecycle. During this stage, business cases are evaluated against the organization’s current service portfolio; demand and patterns of business activity are predicted; plans and policies are developed; and costs are considered and approved. Based on the Service Strategy publication of the ITIL library, the course focuses on understanding the critical elements of Service Strategy, as well as managerial understanding of the service portfolio, demand management, and financial management processes.

Service Design

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 3 days
Credits: 3
Certification: ITIL® Service Design

Based on the Service Design publication of the ITIL® library, this Lifecycle course looks at the whole Service Design stage at a management level. The Service Design stage creates new or changed services that meet customer requirements and will have a strong enough “warranty” to provide business value. Service Design is also responsible for negotiating and piloting service level and underpinning agreements. The course explores the goals, objectives, processes, common activities, and technologies needed to ready a service for transition into the live environment.

Service Transition

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 3 days
Credits: 3
Certification: ITIL® Service Transition

The difference between a successful IT service and one that has failed often lies in the quality of its transition from development to the production environment. Based on the Service Transition publication of the ITIL® library, this lifecycle course looks at the whole Service Transition stage at a management level. The Service Transition stage confirms that new or changed services are built, tested, accepted, and deployed by leveraging change, release, configuration, and knowledge management. This course covers all high-level goals, objectives, processes, common activities, and technologies needed to successfully deploy a service into the live environment.

Service Operations

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 3 days
Credits: 3
Certification: ITIL® Operations

Based on the Service Operation publication of the ITIL® library, this Lifecycle course looks at the whole Service Operation stage at a management level. This critical and highly visible stage ensures that services in the live environment continually meet agreed service level requirements. It is in this stage that the customer realizes the value of the service. The course explores the high-level goals, objectives, processes, common activities, and technologies needed to deliver and support high quality services.

Continual Service Improvement (CSI)

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 3 days
Credits: 3
Certification: ITIL® Continual Service Improvement (CSI)

All Service Management frameworks emphasize the need for measurable continual improvement at every stage of the IT Service Lifecycle to ensure ongoing business alignment and service value. A formal CSI program helps the service provider look for ways to enhance and improve process efficiency and effectiveness.

Successful Service Management requires the skills to identify, prioritize, and implement opportunities for ongoing improvement. Based on the Continual Service Improvement (CSI) publication within the ITIL® Core library, this course focuses on the strategies, concepts, and techniques for creating and managing a metrics-driven CSI program to your Service Management initiative.

Managing Across the Lifecycle

Prerequisite: ITIL® Foundation in IT Service Management (ITSM) Training (or equivalent)
Time to Complete: 3 days
Credits: 3
Certification: ITIL® Managing Across the Lifecycle

Managing Across the Lifecycle provides a holistic picture of the critical learning points and knowledge that IT management staff require on such key organizational topics as:

  • Governance Structures
  • Roles
  • Functions
  • Process Dependencies
  • Complementary Frameworks
  • Service Assessments
  • Management of change issues related to the ITIL® service lifecycle

After taking this course, students will be better equipped to understand the strategic design, deployment, and management of the capabilities and resources required by the full IT service lifecycle. Specifically, this course addresses the interfaces, interactions, and organizational requirements between the processes addressed in the five core ITIL® publications: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

This course also prepares students for the examination leading to the ITIL® Intermediate Certificate, Managing Across the Lifecycle. This is a free-standing qualification, but is also the final module of the Service Lifecycle and/or Service Capability modules that leads to the ITIL® Expert certification.

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