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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 Course introduces the new student to the fundamentals of IT Service Management as described in version 3 of the IT Infrastructure Library and helps students prepare for the certification exam along with acquiring valuable insights from instructors who have actually managed IT operations and ITSM programs.
* 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.
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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
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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.
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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.
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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.
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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...
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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.
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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.
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COURSE OUTLINE
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Course IntroductionCourse Introduction
Part 01 - ITIL ConceptsITIL Concepts
Terms to Know
Questions to Answer
You Say ITIL, I say?
Origins of ITIL
ITSM - A Real World of Experience
The History of ITIL
Why Refresh?
Need-to-Know ITSM Concepts
Good Practice
IT Service Management
Service
Service Model
Framing Service Value
Function - Process - Roles
What is a Process?
Process Characteristics
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
Managing Through the Lifecycle
CSI Model
The Principles of CSI
CSI & Organizational Change
Ownership
Role Definitions
Drivers
Service Level Management
Continual Improvement
Service Measurement
Knowledge Management
Benchmarks
Governance
Frameworks Models & Quality Systems
The Knowledge Spiral
7-Step Improvement Process
Step 1 - Define Data Requirement
Step 2 - Define Data Capability
Step 3 - Gather Data
Step 4 - Process Data
Step 5 - Analyze Data
Step 6 - Present & Use Data
Step 7 - Implement Corrective Action
CSI Roles
Service Manager
CSI Manager
RACI Model
Measuring & Reporting Frameworks
Part 2 Review
Part 03 - Service OperationService Operation
Terms to Know
Questions to Answer
SO & The Service Lifecycle
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 Service Operation Model
The Processes of Service Operation
Incident Management
Incident Logging
Incident Categorization
Incident Priority
Incident Escalation
Incident Diagnosis
Incident Resolution & Recovery
Incident Closure Activity
Expanded Incident Lifecycle
Incident Management Measures & Outcomes
Incident Management - Roles
Incident Management - Challenges
Event Management
Event Management Measures & Outcomes
Request Fulfillment
Request Fulfillment Measures & Outcomes
Problem Management
Problem Management Measures & Outcome
Access Management
Access Management Measures & Outcomes
Functions of Service Operation
Service Desk
Service Desk - Role
Service Desk - Objectives
Service Desk - Organizational Structures
Service Desk - Staffing
Service Desk - Metrics
Technical Management
Application Management
IT Operations Management
Technology & Architecture
Part 3 Review
Part 04 - Service Transition Service Transition
Terms to Know
Questions to Answer
ST & The Service Lifecycle
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 Flow
Change Management ? Activities
Change ? Create & Record
Change ? Assess & Evaluate
Change Management ? The 7 Rs
Change ? The Change Advisory Board (CAB)
Change ? Authorize Change
Change ? Coordinate Change
Change ? Review & Closure
Change Management Measures & Outcomes
Change Management ? Challenges
Service Asset & Configuration Management
Configuration Management System
Service Asset & Configuration Management Measures & Outcomes
Release & Deployment Management
Definitive Media Library
Release & Deployment Management Measures & Outcomes
Service Validation & Testing
Service Validation & Testing Measures & Outcomes
Evaluation
Evaluation Model
Evaluation Measures & Outcomes
Knowledge Management
Knowledge Management Measures & Outcomes
Service Transition ? Roles
Technology & Architecture
Part 4 Review
Part 05 - Service Design Service Design
Terms to Know
Questions to Answer
The Service Lifecycle
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
SLM - Model
Service Level Management Activities
SLA - Frameworks
SLRs & SLAs
SLM Monitoring
Improving Customer Satisfaction
Managing Underpinning Contracts
Service Reporting
Service Reviews
Managing SLAs & Ucs
Contacts & Relationships
Complaints & Compliments
Service Level Management Measures
Capacity Management
Capacity Management Measures
Availability Management
Availability Management Measures
Service Continuity Management
Service Continuity Management Measures
Information Security Management
Information Security Management Measures
Supplier Management
Supplier Management Measures
Service Design The Tactical Aspects
Service Design Relationships
Service Design Organization
Service Design Functional Roles Analysis
Service Design Activity Analysis
Service Design Skills & Attributes
Service Design Roles & Responsibilities
Service Design Technology & Design
Service Design Design Tools
Service Design Management Tools
Service Design Implementation Considerations
Business Impact Analysis
Service Level Requirements
Service & Process Risks
Service Implementation
Service Measures
Service Design Challenges & Risks
Service Design Challenges
Service Design Risks
Part 5 Review
Part 06 - Service StrategyService Strategy
Terms to Know
Questions to Answer
The Service Lifecycle
Managing Through the Lifecycle
Service Strategy - Principles
Value Creation
Utility & Warranty
Service Assets
Service Provider Types
Internal Service Provider
Shared Services Unit
External Services Unit
Service Structures
Service Strategy Fundamentals
The 4 Ps of Strategy
Service Strategy - Activities
Define the Market
Develop the Offerings
Service Portfolio
Develop Strategic Assets
Prepare for Execution
Service Economics
Financial Management
Financial Management - Principles
Financial Management - Key Decisions
Service Portfolio Management
Define
Analyze
Approve
Charter
Demand Management
Strategy, Tactics & Operations
Service Strategy & Design
Service Strategy & Transition
Service Strategy & Operations
Service Strategy & Improvement
Technology & Architecture
Part 6 Review
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