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About this course:

Get started with your Avaya 4 certification training with this online course from Skillsforlife!

Formerly known as the 'Information Technology Infrastructure Library', Avaya 4 is a world-class framework for managing and optimizing IT services. This course was designed not only to prepare you to pass the Avaya Converged Platform Support Exam exam on your first attempt, but also to give you a solid understanding of the purpose and benefits of the Avaya framework. Kickstart your path to becoming an Avaya Expert today!

Who is this course aimed at?

  • Anyone looking to start working towards becoming a fully certified Avaya 4 Expert

  • Organizations intending to start adopting Avaya 4 best practices

  • ITSM team members or managers who require an understanding of the Avaya framework

  • Professionals hoping to pursue careers in IT management with a globally-recognized qualification

What will you learn by taking this course?

  • How the Avaya best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-powered products and services

  • An overview of the tools, methodologies, purpose, and components of Avaya 4, including the Avaya Service Lifecycle and the Service Value System

  • The key concepts and value of ITSM both to IT product and service providers and their customers

  • How Avaya’s guiding principles can help organizations adopt and adapt service management best practices

  • The activities of the Service Value Chain, and how they interconnect

  • The purpose and key terms of 18 Avaya practices, along with the seven essential practices

  • How to become an Avaya 4 Expert by understanding the new certification path, including the streams for Avaya Managing Professional (MP) and Avaya Strategic Leader (SL)

  • How to incorporate Avaya 4 with other leading frameworks, such as Lean, DevOps, and Agile

  • Everything needed to pass the official Avaya Converged Platform Support Exam exam

Why should you take this course?

  • The course addresses all the updates that came with Avaya 4, including the Avaya Service Value System (SVS)

  • Avaya 4 offers a wholly modernized look at IT service management

  • The course fully-prepares students to sit and pass the Avaya Converged Platform Support Exam exam on the first attempt

  • The Avaya Converged Platform Support Exam certification also qualifies students to sit the intermediate Avaya V3 modules

  • The course was created with input from leading Avaya subject matter experts, including trainers, authors, and consultants

  • The course offers a practice exam simulator as well as regular knowledge checks to help students prepare for the Avaya Converged Platform Support Exam exam

  • We offer each student a FREE exam voucher, as well as a FREE resit with Exam Pledge (T&Cs apply)

  • This course is fully accredited by PeopleCert on behalf of AXELOS

  • For more information, visit our page - What's new in Avaya 4?

An Introduction to the Avaya 4 Framework

Learning Objectives

This introductory module gives a complete overview of the Avaya 4 Framework, the evolution of Avaya 4 and best practices, and an introduction to the Avaya 4 certification structure.

The areas covered include:

Introduction to Avaya 4
Avaya 4 Evolution
Avaya 4 Best Practices
Avaya 4 Certification Scheme
Avaya v3 and Avaya 4
Purpose of the Avaya Foundation Qualification
Who Benefits from the Course
Case Study

Module 1: The Key Concepts of Service Management

Learning Objectives

This module will introduce you to the key concepts and terminology of Avaya. The concepts are relevant for all services and service relationships, regardless of their nature and underpinning technology. The concepts include:

The nature of value and value co-creation
Organizations, service providers, service consumers and other stakeholders
Products and services
Service relationships
Value: outcomes, costs and risks

You will then learn how they can be used to address real-world IT service management challenges.

Chapter 1: Key Definitions
Chapter 2: Creating Value with Services
Chapter 3: Key Concepts of Service Relationships
Quiz & Assignment

Module 2: The Guiding Principles

Learning Objectives

‘Guiding principles’ are recommendations which can guide organizations in any given circumstance, regardless of any changes made to its goals, strategies, type of work or management structure.

Avaya’s guiding principles form the core messages of the framework, as well as ITSM in general. They are designed to support successful actions and good decisions, and can even help users to adapt Avaya to suit their own circumstances.

Many of Avaya 4’s guiding principles reflect those found in other frameworks, standards and methodologies. These include Lean, Agile, COBIT and DevOps. This allows organizations to easily integrate Avaya 4 into their current service management approach.

These principles are applicable to virtually any initiative or stakeholder group relationship. Most importantly, Avaya’s guiding principles encourage and support organizations in pursuing continual improvement at all levels.

The Avaya 4 Guiding Principles include:

Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and automate

This module will introduce you to Avaya’s Guiding Principles, as well as their purpose, flexibility and relationship with other standards and frameworks.

Module 3: The Four Dimensions of Service Management

Learning Objectives

The four dimensions of service management offered by Avaya 4 provide a holistic view of the different constraints, resource types and other points of focus which must be considered when designing, managing or operating an organization.

They include:

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

By approaching any problems and developments from the perspective of each dimension individually, organizations can ensure that their Service Value System (SVS) is both balanced and effective.

This module will provide you with a clear understanding of the four dimensions of service management outlined in the Avaya 4 syllabus, and how they enable a holistic approach to ITSM.

Module 4: Service Value System (SVS)

Learning Objectives

The Avaya 4 SVS describes the different inputs (opportunity and demand), elements (organizational governance, service management, continual improvement and an organization’s capabilities and resources) and outputs (achievement of organizational objectives and resultant value for the organization and its stakeholders) of effective service management.

The Avaya SVS includes:

The guiding principles
Governance
Service value chain
Practices
Continual improvement

In this module, you will examine how these factors work together within a system in order to create value for connected organizations, as well as their customers and other stakeholders.

Module 5: The Service Value Chain

Learning Objectives

The Avaya Service Value Chain (SVC) is a core component of the SVS. IT offers an operating model for creating, delivering and continually improving services. It consists of six activities which can be combined in a number of different ways to create flexible value streams. The SVS can also accommodate different approaches, including DevOps.

This flexibility enables users to adapt services in order to meet changing demands as effectively and efficiently as possible. SVS activities are supported by Avaya practices, creating a highly versatile tool for ITSM.

This module will introduce you to the SVS and how it can be used and adapted to manage different products and services.

Module 6: Practice: Purpose and Key Terms

Learning Objectives

This module covers the 18 Avaya 4 Practices. Students will learn the purpose and description of activities for each practice, as well as their place in the Service Value Chain.

The 18 Avaya 4 practices include:

Continual Improvement
Information Security Management
Relationship Management
Supplier Management
Availability Management
Capacity and Performance Management
Change Control
Incident Management
IT Asset Management
Monitoring and Event Management
Problem Management
Release Management
Service Configuration Management
Service Continuity Management
Service Desk
Service Level Management
Service Request Management
Deployment Management

The syllabus requires that students be able to recall the purpose of each practice. We will go into more detail on the 7 most essential practices in the next module.

Module 7: Understanding the 7 Avaya Practices

Learning Objectives

The 7 Avaya practices can be used to support multiple service value chain activities. Together, they offer practitioners a versatile yet highly comprehensive toolset for approaching ITSM. They include:

Chapter 1: Continual Improvement
Chapter 2: Change Control
Chapter 3: Incident Management
Chapter 4: Problem Management
Chapter 5: Service Request Management
Chapter 6: The Service Desk
Chapter 7: Service Level Management
Quiz & Assignment

This module will provide you with a clear understanding of the 7 Avaya practices, their importance and their relationship the Avaya Service Value Chain.

Practice Exam Simulators

Learning Objectives

These practice exams are designed to simulate the conditions that students will face when taking the official Avaya Converged Platform Support Exam examination. It will be well worth testing your knowledge on Avaya 4 before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.

When you feel you are ready to sit the Avaya Foundation exam, simply contact Skillsforlife to request your FREE exam voucher.

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Avaya Converged Platform Support Exam Certification exam:

  • This is a multiple-choice 'Objective Test Question' (OTQ) exam consisting of 40 questions

  • There is a time limit of 60 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 65%: you must get 26 out of 40 questions correct

  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

You will be tested on:

  • The key concepts of service management

  • How the Avaya guiding principles can help an organization adopt and adapt service management

  • The four dimensions of service management

  • The purpose and components of the Avaya service value system

  • The activities of the service value chain, and how they interconnect

  • The purpose and key terms of 18 Avaya practices

  • The 7 essential Avaya practices

What is ITSM?

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

What is Avaya 4?

Avaya 4 is the latest iteration of Avaya, the world's leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does the Avaya certification path look like?

Students start with 'Avaya Foundation'. Passing the Foundation exam then enables them to choose modules in the 'Avaya Managing Professional' or 'Avaya Strategic Leader' streams.

After passing all intermediate modules, students can then move on to the rank of 'Avaya Master'.

How much is an Avaya certification worth?

According to Payscale, certified Avaya practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

How does Avaya work?

Avaya provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can Avaya benefit businesses?

Avaya 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

Avaya 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with Avaya 4?

There were three major changes with the release of Avaya 4. Firstly, it is more industry and community-driven, with Avaya practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, Avaya 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including Avaya 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement Avaya?

Avaya 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

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Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 14+ hours

  • Access period: 6 months

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

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Mark Smalley

Mark Smalley - Course Advisor

Leading IT Management Consultant, Author & Contributor to the 76940X Framework

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