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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.
This course is an effective way to introduce the concepts, relationships and benefits of IT Service Management to IT executives and staff that may not play an active role in the program but need to understand the value it brings to the enterprise.
* 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
Chapter 01 - Introduction to ITSMIntroduction to ITSM
IT's Total Cost of Ownership (TCO)
ITSM's Value to the Business
IT Service Management (ITSM)
Critical Success Factors (CSF)
Need to Know ITSM Concepts
IT Service Provider Model
IT Service Provider Domain Map
IT Governance
IT Service Lifecycle Management
IT Resource Management
IT Quality Management
IT Security Management
IT Service Provider Capability Model
The Service Provider Model Deployed
Good Practice
Service
Function-Process-Role
Chapter 1 Review
Chapter 02 - Introduction to ITIL Version 3Introduction to ITIL Version 3
ITIL History
ITIL Description
ITIL v3 Service Lifecycle
ITIL v3 Service Lifecycle Management Processes
Managing Services with ITIL
Chapter 2 Review
Chapter 03 - Service StrategyService Strategy
The Service Lifecycle
Service Strategy Objective
Service Strategy Processes
Service Stategy - Principles
Value Creation
Utitlity & Warranty
Service Assets
Service Provider Types
Service Portfolio
Service Portfolio Management
Chapter 3 Review
Chapter 04 - Service DesignService Design
The Service Lifecycle
ITSM Service Design Objective
Service Design Processes
Service Design Principles
Service Portfolio Design
Technology Design
Process Design
Measurement Design
Service Provider Models
Chapter 4 Review
Chapter 05 - Service TransitionService Transition
The Service Lifecycle
Service Transition Objective
Service Transition Processes
Service Transition Goals
Service Transition Value to the Business
Chapter 5 Review
Chapter 06 - Service OperationService Operation
The Service Lifecycle
Service Operation Objective
Service Operation Processes
Service Operation Technology Domains
Service Operation Management Domains
Service Operation Goals
Service Operation Principles
Service Operation Value to the Business
Chapter 6 Review
Chapter 07 - Continual Service ImprovementContinual Service Improvement
The Service Lifecycle
CSI Objective
CSI Model
CSI Goal
The Principles of CSI
CSI Benchmarks
Ownership
Drivers
Service Level Management
Continual Improvement
Service Measuring & Reporting Frameworks
Chapter 7 Review
Course ClosureCourse Closure
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