Upcoming events

    • 30 Sep 2019
    • 7:00 AM
    • 1 Oct 2019
    • 4:00 PM
    • Centurion - Conference & Events, 170 Colonnade Rd., Ottawa ON K2E7J5

    This year’s theme is “Service Management in a Digital World”.  Our tools and technologies have become smarter and more connected to us and each other.  Our speakers and workshops this year are focused on:

    • Leadership, Communications & Culture - humans amidst the machines
    • ITIL4 – what’s new and what’s in it for me?
    • Digital – robotics, artificial intelligence (AI), infrastructure support
    • Cloud – can it be public and private at the same time?

    People, Process and Technology are the cornerstones of ITSM. With the new emphasis  on Digital Technologies and the evolution to ITIL4 under way, these topics and others will be addressed throughout the PD Days. “Adapt or become extinct” is not just empty rhetoric but a reality for businesses and organizations that want to remain relevant today and in the future.

    Read More!

    • 2 Oct 2019
    • 8:30 AM (EDT)
    • 4 Oct 2019
    • 4:00 PM (EDT)
    • CloseReach, 440 Laurier Ave. West Suite 200, Ottawa, ON
    • 14

    ITIL4 accredited through Somerset CC Limited

    Course Outline


    ITIL 4 supports the existing investment that people and organizations have made in ITIL, as it is an expansion on the existing framework. That investment is protected because ITIL 4 provides a practical and flexible transition that helps organizations adopt the new ways of working.


    The ITIL 4 Foundation is a 3-day course and is the first to be offered in the latest version of ITIL. The purpose of the Foundation course and qualification is to introduce students to the essential concepts associated with ITIL 4 and prepare students to take the ITIL 4 Foundation Certificate in IT Service Management examination. The course will give students an understanding of the common language and key concepts of ITIL 4. Furthermore, the qualification will enable students to progress onto more specialised ITIL 4 courses and qualifications becoming available towards the end of 2019. 


    Candidates can expect to gain comprehension and awareness in the following topics upon successful completion of the education and examination components related to this certification.

    • Understand the key concepts of service management
    • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
    • Describe the nature, use and interaction of the seven guiding principles:
    1. Focus on value
    2. Start where you are
    3. Progress iteratively with feedback
    4. Collaborate and promote visibility
    5. Think and work holistically
    6. Keep it simple and practical
    7. Optimize and automate
    • Understand the purpose and components of the ITIL service value system
    • Understand the activities of the service value chain, and how they interconnect and describe the inputs, outputs and purpose of each value chain activity:
      • Plan
      • Improve
      • Engage
      • Design & transition
      • Obtain/build
      • Deliver & support
    • Recall the purpose of the following ITIL practices:
      • Information security management
      • Relationship management
      • Supplier management
      • IT asset management
      • Monitoring and event management
      • Release management
      • Service configuration management
      • Deployment management
      • Continual improvement
      • Change control
      • Incident management
      • Problem management
      • Service request management
      • Service desk
      • Service level management
    • The following ITIL practices are covered in more detail:
      • Continual improvement
      • Change control
      • Incident management
      • Problem management
      • Service request management
      • Service desk
      • Service level management
    • Summary
      • The learning outcome weighting is approximately:

    Understand the key service concepts
    Understand how the ITIL guiding principles can help an organization adopt and adapt service management
    Understand the four dimensions of service management
    Understand the purpose and components of the ITIL service value system
    Understand the activities of the service value chain, and how they interconnect
    Know the purpose and key terms of 18 ITIL practices
    Understand 7 ITIL practices


    This is an instructor led classroom course that uses a combination of lectures, practical group discussions, group assignments and sample exam to provide the student with a foundation understanding of the essential aspects of IT Service Management and to prepare them for the ITIL Foundation examination. The course includes an hour long, formal examination. The one hour exam takes the form of a closed book, multiple choice examination comprising 40 questions. The pass score is 65% (26 out of 40).  Some students may be entitled to additional time – your instructor will give more details if required.

    Intended Audience

    The target group of the ITIL Foundation Certificate in IT Service Management is:

    • Individuals at the start of their journey in Service Management
    • ITSM Managers and aspiring ITSM Managers
    • Individuals working in other parts of “IT” (digital, product, development) with interface to service delivery
    • Existing ITIL qualification holders wishing to update their knowledge.

    This may include but is not limited to, IT professionals, business managers and business process owners.


    While this course has no specific prerequisites, it is assumed that students will have a basic understanding of IT and IT concepts.


    Vernon Lloyd

    Vernon is a professionally qualified and highly experienced leader with 40 years’ experience in the IT industry. Vernon is a recognised authority on IT Service Management (ITSM).  Vernon has delivered consultancy and training to many organisations in most industry sectors and in many countries.  He has undertaken consultancy engagements for a wide variety of organizations in all market sectors.  The work has included ITSM assessments, business continuity assessments, designing ITSM implementation route maps, helping to set organizational strategy, process re-engineering, organizational re-structure, ISO/IEC 20000 gap analysis and implementation.  This has also included consultancy on vendor and sourcing strategy.  He has advised companies and helped to produce IT service provision tender documents as well as assessing responses to these. 

    He has spoken at many major conferences, in Europe, North America, South America, Australasia, Africa, India and the Far East on Service Management.

    He attended and helped deliver the first public accredited ITIL course in 1991/92 and delivered his first ITIL Manager’s course in 1992.  He delivered the world’s first ITIL Foundation course in the UK in 1995.  He has subsequently delivered all ITIL 2011 courses as well as delivered consultancy based on ITIL 2011.  He has also delivered training and consultancy on COBIT 5, ISO/IEC 20000, Lean; Lean SixSigma and VeriSM. 

    He is an author of many books on IT Service Management including several ITIL books including Service Delivery, Service Support, Planning to Implement Service Management from ITIL V2; Service Design from ITIL V3 and Continual Service Improvement from 2011 version.  Vernon was also an author of BS15000 the British standard which later became ISO/IEC 20000.  He also helped author the original version of the Microsoft Operations framework (MOF) for Microsoft.

    He helped define the examination structure for ITIL while sitting as a senior examiner of the APM Group and previously was on the strategic advisory board of the British Computer Society for over 10 years.  He is now an examiner for AXELOS the new owners of the Swirl product range including ITIL.   He has been a Director of the UK itSMF and in 2004 was awarded the prestigious ’Paul Rappaport’ Life Time Achievement Award and in 2010 became the only person to also be made honorary life Vice President of the itSMF.

    Professional Qualifications:

    • ITIL V3 Expert (passed all Capability, Lifecycle, Managing Across the Lifecycle and The Manager’s Bridge)
    • ITIL Practitioner
    • ITIL 4 Foundation
    • ISEB Manager’s Certificate in IT Service Management
    • Microsoft Operations Framework (MOF) accredited trainer
    • MOF V4 qualified
    • Lean and Six Sigma trained and qualified
    • ISO/IEC 20000 Qualified and trainer for Foundation, Practitioner and Auditor
    • COBIT 5 Foundation and Assessor qualified trainer
    • Qualified to deliver all ITIL training courses
    • Qualified to deliver ISO/IEC 20000 Foundation and Practitioner courses
    • VeriSM Foundation qualified and trainer
    • DevOps Foundation qualified

    Summary of Key Training:

    Since working for his own company from 2013 he has delivered training in all ITIL courses, COBIT 5, ISO/IEC 20000; Lean Six Sigma and VeriSM.   

    The following are examples of consultancy assignments undertaken Overview:

    Currently working with Highways England on designing new processes for highway maintenance using ITIL methodology in a business environment.  Also currently working with EUMETSAT to assess potential improvement opportunities to be more efficient in service provision. He has conducted numerous IT Service Management assessments including two US universities where comprehensive assessments in all areas of IT service provision were undertaken and service improvement roadmaps produced.  Also helped to define the implementation of new processes based on the recommendations from the review.  Similar work was also conducted at a major UK police force.

Past events

5 Sep 2019 Ottawa-Gatineau - Going from Zero to Sixty: The first lap in a Central Bank Service Management transformation
27 Jun 2019 itSMF - GTA - When Service Design is (not) like getting home from a party...
6 Jun 2019 Ottawa-Gatineau - Unify ITSM and ITOM for Service Excellence Presented by Todd Larocque
31 May 2019 itSMF - GTA - What’s New in ITIL4
16 May 2019 Atlantic Region - Lunch and Learn
13 May 2019 Atlantic Region - ITIL 4 Foundation Training with Vernon Lloyd
9 May 2019 Ottawa-Gatineau - Breakfast session with Vernon Lloyd
4 Apr 2019 Ottawa-Gatineau - 4 Rules to Simplify Complex Projects and Help You Succeed
22 Mar 2019 itSMF - GTA - Connecting the Disconnected Enterprise
28 Feb 2019 Atlantic Region - Key Cloud Computing Considerations in 2019 and the Impact on Service Management
28 Feb 2019 Alberta Calgary - “ITIL 4” – That’s Right…. Not V4, Just ITIL 4!
7 Feb 2019 Ottawa-Gatineau - Key Cloud Considerations for Governments in 2019
6 Dec 2018 Ottawa-Gatineau -Service Management and Christmas Breakfast
4 Dec 2018 BC Chapter: 2018 Holiday Networking & Social Event
22 Nov 2018 Alberta Edmonton - Service Management Transformation
15 Nov 2018 Atlantic Region - When Service Design is (not) like getting home from a party...
1 Nov 2018 Ottawa-Gatineau - Digital Exchange – Connecting the GC
20 Sep 2018 Alberta - Improving Service Management with Business Process Automation
19 Sep 2018 Toronto - HPE DevOPs Simulation -Full Day Event
13 Sep 2018 Atlantic Region - Enabling Business Agility
12 Sep 2018 Ottawa-Gatineau - Enabling Business Agility
7 Jun 2018 Ottawa-Gatineau -- Change Management: An Essential Practice for Transformation Implementation

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