|
More on Single User, Multi User & Network Licences
More on Online Training
15% Off List Prices
PACKAGE INCLUDES3 DVDs featuring live instructor-led classroom sessions with full audio, video and demonstration components Focused on practical solutions to real-world development problems Free 1 Year Upgrade Policy
COURSE INTRODUCTIONITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.
The ITIL v.3 Foundation Certification Bridge Course enables an existing ITIL Version 2 certified student to upgrade their Foundation certification to Version 3 of the IT Infrastructure Library.
* itSM Solutions LLC is the Accredited Courseware and Training Provider for the ITIL products listed.
SPECIAL FEATURES OF OUR TRAINING COURSES |
Comprehensive Menu Structure
Move through hours of in-depth content - quickly and easily with the time saving Main Menu and Sub-Menu structure. Search for a specific topic or go through the course step by step. The choice is yours.
|  |
Player Controls
Move forward or back, repeat entire topics or just a section. A progress bar illuminates as you advance through the video tutorials and exercises. Play, pause rewind, fast forward or stop at any time
|  |
Continue Where You Left Off
All courses are resumed to where you left off last session allowing you to learn when it is convenient for you without the hassle of remembering where you were.
|  |
Full Motion Video and Audio
All courses feature full-motion videos of instructors teaching the information as if they are speaking directly to you. Our unique delivery simulates a one-on-one classroom environment creating a more personal lesson and learning experience.
|  |
Review Exercises
Each section has a review quiz to aid in the learning process by validating the comprehension of the material covered before moving on to a new section.
|  |
PowerPoint Presentations
Utilizing PowerPoint presentations enhances the delivery by displaying a variety of visual information to the user. This type of representation allows the user to better interpret the material through charts, definitions, graphs, and more...
|  |
Multi-User Licencing
All of our courses can be purchased with a standard Single User Licence, Multi User Library Licence or a Network Licence. Please contact us for more information and prices.
|  |
Certificate of Completion
Our Training Courses are recognized worldwide for their technology-based IT training curriculums. Upon successful completion of our program, you will be receiving a CareerVision Distance Education Certificate of Completion.
|
|
COURSE OUTLINE
|
Course IntroductionCourse Introduction
Part 01 - ITIL ConceptsITIL Concepts
Terms to Know
Questions to Answer
Process Oriented ITIL
Lifecycle Oriented ITIL
The History of ITIL
Why Refresh?
Need-to-Know ITSM Concepts
IT Service Management
Service
Service Model
Framing Service Value
IT Governance & Service Lifecycle
The Service Lifecycle - Value to the Business
Part 1 Review
Part 02 - Continual Service ImprovementContinual Service Improvement
Terms to Know
Questions to Answer
CSI & The Service Lifecycle
CSI What's New?
Managing Through the Lifecycle
CSI Model
CSI & Organizational Change
Ownership
Role Definitions
Service Level Management
Service Measurement
Knowledge Management
Governance
7 Step Improvement Process
CSI Roles
RACI Model
Part 2 Review
Part 03 - Service OperationService Operation
Terms to Know
Questions to Answer
SO & The Service Lifecycle
Service Operation What's New?
Service Operation What's Changed?
Managing Through the Lifecycle
Purpose, Goals & Objectives of Service Operation
The Scope of Service Operation
Service Operation - Value to the Business
The Principle of Service Operation
Achieving Balance in Service Operation
Balancing Stability & Responsiveness
Balancing QoS & CoS
Balancing Reactive & Proactive
The Processes of Service Operation
Incidental Management
Event Management
Event Management Measures & Outcomes
Request Fulfillment
Request Fulfillment Measures & Outcomes
Problem Management
Access Management
Access Management Measures & Outcomes
Functions of Service Operation
Service Desk
Technical Management
Application Management
IT Operations Management
Part 3 Review
Part 04 - Service Transition Service Transition
Terms to Know
Questions to Answer
ST & The Service Lifecycle
Service Transition What's New?
Service Transition What's Changed?
Managing Through the Lifecycle
The Service Transition Model
Service Transition - Purpose, Goals & Objectives
Service Transition - The Scope
Service Transition - Value to the Business
The Service "V" Model
Service Transition - Processes
Transition & Support Management
Transition Planning & Support Management Measures & Outcomes
Change Management
Change Management - The 7 R's
Service Asset & Configuration Management
Configuration Management System
Release & Deployment
Definitive Media Library
Service Validation & Testing
Service Validation & Testing Measures & Outcomes
Evaluation
Evaluation Model
Evaluation Measures & Outcomes
Knowledge Management
Knowledge Management Measures & Outcomes
Service Transition - Roles
Part 4 Review
Part 05 - Service Design Service Design
Terms to Know
Questions to Answer
The Service Lifecycle
Service Design What's New?
Service Design What's Changed?
Managing Through the Lifecycle
Service Design Principles & Processes
Service Design - Introduction
Service Design Principles
Service Portfolio Design
Service Design Business Requirements
Service Solution Design
Technology Design
Process Design
Measurement Design
Service Provider Models
Service Design Processes
Service Catalog Management
Service Catalog Management Measures
Service Level Management
Capacity Management
Availability Management
Service Continuity Management
Information Security Management
Supplier Management
Supplier Management Measures
Service Design Roles & Responsibilities
Service Design Technology & Design
Service Design Implementation Considerations
Service Implementation
Service Measures
Part 5 Review
Part 06 - Service StrategyService Strategy
Terms to Know
Questions to Answer
The Service Lifecycle
Service Strategy What's New?
Managing Through the Lifecycle
Service Strategy - Principles
Value Creation
Utility & Warranty
Service Assets
Service Provider Types
Service Structures
Service Strategy - Activities
Define the Market
Develop the Offerings
Service Portfolio
Develop Strategic Assets
Prepare for Execution
Service Economics
Financial Management
Service Portfolio Management
Define
Analyze
Approve
Charter
Demand Management
Part 6 Review
Course ClosureCourse Closure |
|