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Education is key to improve your Business. Continuous learning is fundamental in todays competitive environment.

Brian Bourne Consulting offers:

  • A successful ITSM program engagement where the client organization is empowered to continually improve on their initiatives.
  • Training is the enabling tool to promote change and success.
  • Brian Bourne Consulting training services include all the internationally recognized ITIL® certification courses as well as specialized courses for your own unique training requirements.
  • Brian Bourne Consulting. is also available to deliver ITSM lectures at both industry and corporate events.

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Brian Bourne Consulting Education and Certification Services ITIL Lifecycle

ITIL® Course Offering

ITIL® Executive Awareness 1Day or Half Day
Achieving ITIL® Foundation Certification • 3 Days

ITIL® Intermediate Qualifications Courses

ITIL® Intermediate: Continual Service Improvement • 4 Days
ITIL® Intermediate: Service Strategy • 4 Days
ITIL® Intermediate: Service Transition • 4 Days
ITIL® Intermediate: Release, Control and Validation • 5 Days
ITIL® Intermediate: Service Operation • 4 Days
ITIL® Intermediate: Operational Support and Analysis • 5 Days
ITIL® Intermediate: Service Design • 4 Days
ITIL® Intermediate: Planning, Protection and Optimization • 5 Days
ITIL® Intermediate: Service Offerings and Agreements • 5 Days
ITIL® Capstone Certification Course
ITIL® Managing Across the Lifecycle Qualification • 5 Days

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ITIL® Certification Course Credits

To achieve the ITIL® Expert Certification, you must earn 22 credits, including five from passing the Managing Across the Lifecycle exam. The number of credits earned for passing each certification exam is indicated below.

ITIL® Foundation Certificate (2 credits)

Achieving ITIL® Foundation Certification

ITIL® Lifecycle Modules (3 credits each)

ITIL® Intermediate Qualification: Service Strategy
ITIL® Intermediate Qualification: Service Operation
ITIL® Intermediate Qualification: Service Transition
ITIL® Intermediate Qualification: Service Design
ITIL® Intermediate Qualification: Continual Service Improvement

ITIL® Capability Modules (4 credits each)

ITIL® Intermediate Qualification: Operational Support and Analysis
ITIL® Intermediate Qualification: Release, Control and Validation
ITIL® Intermediate Qualification: Planning, Protection and
ITIL® Intermediate Qualification: Service Offerings and Agreements Optimization

Managing Across the Lifecycle (5 credits)

ITIL® Intermediate Qualification: Managing Across the Lifecycle 17 credits are required to take the Managing Across the Lifecycle Examination.

Bourne Identity – Introductory Courses

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ITIL® Awareness
ITIL For Executives

Delivery Method: Classroom Workshop or Online Virtual Delivery

One or Half Day Course:

Days 1 Course Hours:
8:30 a.m. – 4:00 p.m. or 8:30 to 12:00 p.m.
Four 10-minute breaks Full Day Two Half Day
60-minute lunch Full Day

Who Should Attend?

Those who work in Executive Management as well as any IT Operational staff and want to understand the ITIL Lifecycle Framework as well as best practices for IT service management through this full day or half day course.
There is no prerequisite.

You Will Learn How To:

After completing this course, you will be able to:
Describe the benefits of implementing ITIL in an organization
Explain overall history of ITIL, and why ITIL is relevant to organizations today
Describe the major aspects of ITIL .
Explore IT service management processes
Recognize the importance of IT and business integration

Workshop Activities Include:

Aligning ITIL processes and functions to service lifecycle stages
Recognizing key principles of service strategy and service design
Defining key concepts within service transition
Interpreting principles used in service operation
Recognizing key principles of continual service improvement

Course Content:

Service Management as a Practice

Concepts of IT service management

The efficient development of new services and the improvement of existing services
Good practice
Functions, roles and processes

The service lifecycle

Design, development and utilization of services
Utility and warranty
Service design and the business
IT and the business integration

ITIL Service Lifecycle

The five core lifecycles

Service strategy
Service design
Service transition
Service operation
Continual service improvement

The value of the ITIL service lifecycle

Integrating the processes throughout the lifecycle
Explaining the objectives and scope for each phase

ITIL Processes

Service strategy

Service portfolio management
Financial management for IT services
Business relationship management

Service design

Service Level Management (SLM)
Design coordination
Service catalog management
Supplier management
Risk assessment and IT service continuity management
Defining the scope of information security management
Capacity management
Availability management

Service transition

Business value, asset and configuration management
Explaining the objectives of change management
Knowledge management
Transition planning
Release and deployment management

Service operation

Process activities of incident and problem management
Request fulfillment
Stating the purpose of event and access management

Continual service improvement

The seven-step improvement process
The Deming Cycle (plan, do, check, act)
Critical Success Factors (CSF) and KPIs
Types of metrics

Service Management Functions and Roles

Outlining IT organization functions

Service desk function
IT operations function
Technical management function
The application management function

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Brian Bourne Consulting Education and Certification Services itil-qualification-diagram

ITIL® Foundation Certification Training

Delivery Method: Classroom Workshop or Online Virtual Delivery

Three Day Course:

Days 1 – 2 Course Hours:
8:30 a.m. – 4:00 p.m.
Four 10-minute breaks
60-minute lunch
Day 3 Course Hours – Last Day:
8:30 a.m. – 12:00 p.m.
Two 10-minute breaks
60-minute lunch
Free Course Exam*:
1:00 p.m. – 2:00 p.m.

Who Should Attend?

Those who work in the IT industry, want to achieve ITIL Foundation Certification and want to learn best practices for IT service management through ITIL training.
There is no prerequisite.

You Will Learn How To:

Prepare for and pass the ITIL Foundation Certification Exam
Identify opportunities to develop IT processes using ITIL guidelines
Interact with IT teams using ITIL terminology and concepts
Explore IT service management processes
Recognize the importance of IT and business integration

Workshop Activities Include:

Aligning ITIL processes and functions to service lifecycle stages
Recognising key principles of service strategy and service design
Defining key concepts within service transition
Interpreting principles used in service operation
Recognising key principles of continual service improvement
Daily review sessions and exam practice

Course Content:

Service Management as a Practice

Concepts of IT service management

The efficient development of new services and the improvement of existing services
Good practice
Functions, roles and processes

The service lifecycle

Design, development and utilization of services
Utility and warranty
Service design and the business
IT and the business integration

ITIL Service Lifecycle

The five core lifecycles

Service strategy
Service design
Service transition
Service operation
Continual service improvement

The value of the ITIL service lifecycle

Integrating the processes throughout the lifecycle
Explaining the objectives and scope for each phase

ITIL Core Concepts

Identifying and documenting the services

Service portfolio
Service catalog
Business case
Risk
Service provider
Supplier
Service Level Agreement (SLA)
Operational Level Agreement (OLA)

Optimizing the infrastructure

Service request
Change and release
Event, alert and incident
Known error and Known Error Database (KEDB)
Service Knowledge Management System (SKMS)

ITIL Key Principles and Models

Value-creation through services

Balancing opposing forces
Management information systems and tools

Exploring the importance of people, processes, products and partners

Critical success factors
Measurement methods and metrics

ITIL Processes

Service strategy

Service portfolio management
Financial management for IT services
Business relationship management

Service design

Service Level Management (SLM)
Design coordination
Service catalog management
Supplier management
Risk assessment and IT service continuity management
Defining the scope of information security management
Capacity management
Availability management

Service transition

Business value, asset and configuration management
Explaining the objectives of change management
Knowledge management
Transition planning
Release and deployment management

Service operation

Process activities of incident and problem management
Request fulfillment
Stating the purpose of event and access management

Continual service improvement

The seven-step improvement process
The Deming Cycle (plan, do, check, act)
Critical Success Factors (CSF) and KPIs
Types of metrics

Service Management Functions and Roles

Outlining IT organization functions

Service desk function
IT operations function
Technical management function
The application management function

Defining service roles

The responsibilities of key roles in service management
Process owner
Service owner
Process manager
Process practitioner
Recognizing the RACI responsibility model and its role in determining organizational structure

How service automation assists with integrating service management processes

Bourne Ultimatum – Intermediate Courses

Capability Courses

Life Cycle Courses

Bourne Supremacy – Managing Across The Lifecycle (MALC)

You Will Learn How To:

Prepare for and pass the ITIL MALC Exam
Apply governance and organizational structure to the management
Implement effective communication and stakeholder management
Integrate service management processes across the service lifecycle
Measure, implement and improve the service management capability

Workshop Activities Include:

Identifying and evaluating risks
Identifying potential stakeholders and creating a stakeholder map
Integrating the service lifecycle stages and their processes
Employing integrated processes to manage services
Implementing, improving and measuring services to increase customer satisfaction

Important Course Information:

Participants should review their Foundation and Intermediate qualification materials before attending the course.
Course includes a high degree of practical assignment work and home study each evening.
Course tuition includes the ITIL MALC Certification Exam which is a higher degree of difficulty than the Intermediate-level exams.
Tuition also includes an overview map that illustrates the ITIL lifecycle stages, serving to reinforce key concepts and functioning as a valuable reference tool.

Important Information:

17 credits from a combination of the ITIL Foundation and other qualified certifications are needed to attend this course and take the ITIL Certification Exam on the final day

Who Should Attend: 

This course is valuable for those who want to achieve the ITIL Managing Across the Lifecycle Certificate and the ITIL Expert Qualification. Seventeen credits from the ITIL Foundation and ITIL Intermediate qualifications are needed to attend this course and to take the Managing Across the Lifecycle Certification Exam on the final day.

Training Hours:

Days 1 – 4 Course Hours:
8:30 a.m. – 4:00 p.m.
Four 10-minute breaks
60-minute lunch
Day 5 Course Hours – Last Day:
8:30 a.m. to 2:30 p.m.
Two 15-minute breaks
60-minute lunch
Course Exam* 1:00 – 2:30 p.m.

Key Concepts of the Service Lifecycle

Reviewing the strategic and managerial aspects of the service lifecycle

Designing, deploying and operating services end-to-end
Sharing knowledge across the lifecycle
Risk assessment and risk management

Service value across the lifecycle stages

Realizing business value in service operation
Supporting the service lifecycle with service measurements

Governance and Organization

Impacting service management with governance

The role of IT strategy in setting direction and policy
Ensuring appropriate governance

Organizational structure, skills and competence

Addressing the challenges of organizational development
Service provider types and service strategies

Implementing and Improving Service Management Capability

Service management capability

Identifying external and internal drivers
A service lifecycle approach to service strategy

Assessing service management

Performing evaluations for the service provision
Benchmarking to identify improvements

Enabling effective improvement

Applying improvement initiatives and the Deming Cycle
Key considerations for improvement

Communication and Stakeholder Management

Coordinating with the business and suppliers

Business relationship management
Stakeholder management

Ensuring effective communication

Service models for value creation
Communicating during the stages of the service lifecycle

Integrating Service Management Processes Across the Lifecycle

The impact of service strategy on lifecycle stages

Strategy management for IT services
Business relationship management

Analyzing service design

Coordinating design
Service catalogue management
Availability management
Capacity management

Organizing for service transition

Transition planning and support
Change management and evaluation

Planning service operation

Event and incident management
Request fulfillment

Implementing continual service improvement

Designing service solutions
The seven-step improvement process

Managing Services Across the Service Lifecycle

Capturing customer and stakeholder needs

Identifying needs and requirements
Ensuring appropriate priority

Managing cross-lifecycle processes

Connecting service design, transition and operation with the Service Design Package (SDP)
Involving service transition in the early stages
Business users and stakeholders in service rehearsals

Balancing potential conflicts and competing issues

Implementing and improving services
Service Level Management (SLM)
Customer satisfaction surveys
Reviewing business trends and changed priorities
Challenges, critical success factors and risks

Measurement

Types of measurements

Determining and using metrics
Metrics to validate, justify and direct

Designing measurement frameworks

Monitoring and control systems Developing measurement methods and metrics

Bourne Simulation – Apollo 13

Apollo 13 Simulation Game – A Unique ITSM Case Experience

Brian Bourne Consulting offers management a uniquely beneficial ITSM Case Experience with its thrilling Apollo 13 Simulation Game

Brian Bourne Consulting introduced an intense one day training program aimed at sharpening the knowledge and measuring the practical skills of IT personnel and managers as they relate to ITIL best practice. Based on the detailed history of the aborted Apollo 13* lunar mission, in 1970, the simulation session engages the participation of a crew consisting of 10 to 15 Mission control center specialists – from the client organization’s staff and management – guided through the step-by-step process by Nexio’s experts. The goal is to bring the spacecraft home safely, just as it was in the real incident.

Origin of the game

The simulation game was developed by Jan Schilt and Paul Wilkinson  they are both specialists in designing and developing creative ways of learning.  Jan Schilt has a degree in Human Resources Development (HRD) and is a certified ITIL Service Manager.  Jan uses learning processes in developing ICT organizations.   The games’ co-author Paul Wilkinson has developed ITIL publications and has many years of practical experience in managing organizational change programs.

What is the simulation game about?

In this game, you will work in a team consisting of 10 to 15 missions control center members.   This team will experience the four phases of the mission, facing mission events and situations.  In each round, the team undergoes the following steps:

  •  Designing the process
  •  Running the simulation
  •  Reflecting
  •  Reporting

Throughout the game various ITIL processes are necessary to enable the ground staff and crew to resolve problems and make timely changes to the spacecraft configuration and its trajectory.

Goals of the game

  • BETTER UNDERSTANDING OF ITIL THEORY – By investigating the Apollo 13 case, you will have learned how ITIL processes were used in other environments thus gaining a better understanding of the theory behind ITIL.
  • PROCESS INTERDEPENDENCY & IMPACT – Through this real-time simulation, you will have a deeper, practical understanding of the interdependency of processes and the processes impact on business continuity.
  • UNDERSTANDING OF WORKING PROCESSES – The game teaches you how good designs can improve the performance of the service department.
  • TEAM COOPERATION – Throughout the game simulation, you will learn how to cooperate and improve working processes by designing and implementing solutions as a team.
  • APPLIED KNOWLEDGE – At the conclusion of this simulation, you will have gained insight into possible improvements in your own working environment.

WHO SHOULD PARTICIPATE IN THE SIMULATION

The game is designed for:

  • IT Employees, IT managers, process managers, team managers, and others who want to improve their working processes
  • Employees requiring more ITIL knowledge or experience
  • Employees who have followed the ITIL Foundation Course and want to experience the ITIL processes in practice
  • 15 Participants are required to play the game.

What Brian Bourne Consulting Customers had to say about their experience:

  • “Really good, fun, original way of working the processes.”
  • “Eye opener” – which processes are running in parallel.”
  • “…became aware of the dependencies between processes.”
  • “Confronts you with decisions and choices to be made.”
  • “Helps you understand priorities.”
  • “You can see the cost of not doing it right.”
  • “It is like real life and you must make choices.”

Apollo 13 Liftoff Brian Bourne Consulting Apollo 13 Game Training Exercise