Comprehensive Video Tutorials

ITIL Foundation (Revision 1.6) OnDemand Training

CareerVision Training
Online

£ 300 - ($ 1.165.566)
+ IVA

Información importante

  • Curso
  • Online
  • Duración:
    Flexible
  • Cuándo:
    A definir
  • Campus online
Descripción

Chapter 01: Course Introduction
Lesson: Course Organization
Welcome to the Course!
Classroom Introductions
Mentoring Community Introductions
Why Are You Here?
Using Bloom's Taxonomy
What Do You Expect?
Housekeeping Online
Lesson: Course Conventions
Conventions Used
Quizzes and Exercises
Lesson: Course Agenda
ITIL Qualification Scheme
ITIL Foundation Certification Exam
Getting Started with an Online Class
Chapter 01 Review
Chapter 02: Introduction to ITSM
Lesson: ITSM as a Practice
IT Service Management
Critical Success Factors
ITIL History
ITIL Description
Need-to-Know ITSM Concepts
Good Practice
Customers
Service
Service Value
Utility Effect
Warranty Effect
Function - Process - Role
What is a Process?
Process Characteristics
Service Owner and Process Owner
The RACI Model
ITSM as a Practice Summary
Lesson: ITSM Lifecycle
The IT Service Management Lifecycle
Lifecycle-Oriented ITIL
Service Lifecycle Processes
IT Governance and Service Lifecycle
The Service Lifecycle - Value to the Business
ITSM Lifecycle Summary
Lesson: ITSM Summary
ITSM Introduction Summary
ITSM Introduction Checkpoint
Review of End of Chapter Quiz
Chapter 02 Review
Chapter 03: Continual Service Improvement
Lesson: CSI Introduction
CSI and the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals and Objectives of CSI
Scope of CSI
Value of CSI
Principles of CSI
Governance
CSI and Organizational Change
PDCA and Continual Improvement
CSI Approach
Baselines
Metrics and Measurement
ritical Success Factors
Lesson: 7-Step Improvement Process
Purpose, Goals and Objectives
Scope
Business Value
Policies, Principles and Concepts
7-Step Improvement Process
Lesson: CSI Summary
Continual Service Improvement Summary
CSI Checkpoint
Review of End of Chapter Quiz
Chapter 03 Review
Chapter 04: Service Operation
Lesson: Introduction to Service Operation
Service Operation and the Service...

Información importante
Sedes

Dónde se imparte y en qué fechas

Inicio Ubicación
A definir
Online

¿Qué aprendes en este curso?

IT
ITIL Foundation
ITSM LinkedIn Forum

Programa académico

PACKAGE INCLUDES
  • 6 Months Online Access
  • Instructor-led lectures with full audio, video and Hands-on lab demonstration components
  • Printable Workbooks and Course Reviews
  • Mentor Support through the ITSM LinkedIn Forum

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 Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in 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.

“Accredited ITIL® training is provided by itSM Solutions LLC, a Alexlos Accredited Training Organization." ITIL ® is a registered trade mark of the Axelos LTD. The Swirl logo™ is a trade mark of the Axelos LTD.


COURSE OUTLINE

Chapter 01: Course Introduction
Lesson: Course Organization
Welcome to the Course!
Classroom Introductions
Mentoring Community Introductions
Why Are You Here?
Using Bloom's Taxonomy
What Do You Expect?
Housekeeping Online
Lesson: Course Conventions
Conventions Used
Quizzes and Exercises
Lesson: Course Agenda
ITIL Qualification Scheme
ITIL Foundation Certification Exam
Getting Started with an Online Class
Chapter 01 Review

Chapter 02: Introduction to ITSM
Lesson: ITSM as a Practice
IT Service Management
Critical Success Factors
ITIL History
ITIL Description
Need-to-Know ITSM Concepts
Good Practice
Customers
Service
Service Value
Utility Effect
Warranty Effect
Function - Process - Role
What is a Process?
Process Characteristics
Service Owner and Process Owner
The RACI Model
ITSM as a Practice Summary
Lesson: ITSM Lifecycle
The IT Service Management Lifecycle
Lifecycle-Oriented ITIL
Service Lifecycle Processes
IT Governance and Service Lifecycle
The Service Lifecycle - Value to the Business
ITSM Lifecycle Summary
Lesson: ITSM Summary
ITSM Introduction Summary
ITSM Introduction Checkpoint
Review of End of Chapter Quiz
Chapter 02 Review

Chapter 03: Continual Service Improvement
Lesson: CSI Introduction
CSI and the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals and Objectives of CSI
Scope of CSI
Value of CSI
Principles of CSI
Governance
CSI and Organizational Change
PDCA and Continual Improvement
CSI Approach
Baselines
Metrics and Measurement
Critical Success Factors
Lesson: 7-Step Improvement Process
Purpose, Goals and Objectives
Scope
Business Value
Policies, Principles and Concepts
7-Step Improvement Process
Lesson: CSI Summary
Continual Service Improvement Summary
CSI Checkpoint
Review of End of Chapter Quiz
Chapter 03 Review

Chapter 04: Service Operation
Lesson: Introduction to Service Operation
Service Operation and the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals and Objectives of Service Operation
Scope of Service Operation
Value of Service Operation
Principles of Service Operation
Organizing Service Operation
Balancing External and Internal Views
Balancing Stability and Responsiveness
Balancing Quality and Cost of Service
Balancing Reactive and Proactive
Providing Service
Integrating Service Operation, Transition and Design
Communication's Role in Service Operation
Service Operation Documentation
Lesson: Service Operation Processes
The Service Operation Model
The Processes of Service Operation
Incident Management Introduction
Purpose, Goals and Objectives of Incident Management
Scope of Incident Management
Value of Incident Management
Concepts of Incident Management
Activities of Incident Management
Incident Logging
Incident Categorization
Categorization
Priority
Incident Diagnosis
Escalation
Incident Resolution and Recovery
Incident Closure
Expanded Incident Lifecycle
Incident Management Relationships
Incident Management Summary
Event Management
Event Management Measures and Outcomes
Request Fulfillment
Request Fulfillment Measures and Outcomes
Problem Management Introduction
Purpose, Goals and Objectives of Problem Management
Scope of Problem Management
Value of Problem Management
Concepts of Problem Management
Activities of Problem Management
Problem Management Relationships
Problem Management Summary
Access Management
Access Management Measures and Outcomes
Lesson: Service Operation Functions
Introduction to Service Operation Functions
Introduction to Service Desk
Service Desk Function
The Role of the Service Desk
Purpose, Goals and Objectives of the Service Desk
Organizational Structures of Service Desk
Service Desk Staffing
Service Desk Metrics
Introduction to Technical Management
Role of Technical Management
Introduction to Application Management
Role of Application Management
Introduction to IT Service Operations Management
Role of IT Operations Management
Service Operation Functions Summary
Lesson: Service Operation Summary
Service Operation Summary
Service Operation Checkpoint
Review of End of Chapter Quiz
Chapter 04 Review

Chapter 05: Service Transition
Lesson: Introduction to Service Transition
Service Transition and the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals and Objectives of Service Transition
Scope of Service Transition
Value of Service Transition
Principles of Service Transition
Lesson: Service Transition Processes
The Service Transition Model
Transition Planning and Support
Transition Planning and Support Measures and Outcomes
Introduction to Change Management
Purpose, Goals and Objectives of Change Management
Scope of Change Management
Value of Change Management
Concepts of Change Management
Activities of Change Management
The Change Advisory Board (CAB)
Change Types
Change Model
Change Proposal
Change Process Flow
Create and Review Request for Change
Assess and Evaluate Request for Change
Authorize Change
Coordinate Change
Review and Close Change
Standard Change
Relationships
Change Management Summary
Service Asset and Configuration Management
Configuration Management System
SACM Measures and Outcomes
Release and Deployment Management
Definitive Media Library
Release and Deployment Measures and Outcomes
Knowledge Management
Knowledge Management Measures and Outcomes
Lesson: Summary of Service Transition
Service Transition Summary
Service Transition Checkpoint
Review of End of Chapter Quiz
Chapter 05 Review

Chapter 06: Service Design
Lesson: Service Design Introduction
Service Design and the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals and Objectives of Service Design
Scope of Service Design
Value of Service Design
Principles of Service Design
Lesson: Service Design Processes
Introduction to Design Coordination
Design Coordination Overview
Purpose, Goals and Objectives
Scope
Value to the Business
Introduction to Service Level Management
Purpose, Goals and Objectives of Service Level Management
Scope of Service Level Management
Value of Service Level Management
Concepts of Service Level Management
Activities of Service Level Management
Overview of Service Level Management Process
SLA Frameworks
SLRs and SLAs
SLA Monitoring
Service Level Agreement Monitoring Chart
Improving Customer Satisfaction
Managing Underpinning Agreements
Service Reporting
Service Improvement Plan (SIP)
Managing and Revising SLAs and UCs
Contacts and Relationships
Feedback
Service Level Management Relationships
Service Level Management Summary
Service Catalog Management
Service Catalog Views
Service Catalog Management Measures
Capacity Management
Concepts of Capacity Management
Capacity Management Measures and Outcomes
Availability Management
Concepts of Availability Management
Levels and Aspects of Availability
Availability Management Measures and Outcomes
IT Service Continuity Management
Value of ITSCM
Concepts of ITSCM
Service Continuity Management Measures and Outcomes
Information Security Management
Concepts of Information Security Management
Information Security Management Measures and Outcomes
Supplier Management
Activities of Supplier Management
Supplier Categorization Matrix
Supplier Management Measures and Outcomes
Lesson: Service Design Summary
Service Design Summary
Service Design Checkpoint
Review of End of Chapter Quiz
Chapter 06 Review

Chapter 07: Service Strategy
Lesson: Service Strategy Introduction
Service Strategy and the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals and Objectives of Service Strategy
Scope of Service Strategy
Value of Service Strategy
Principles of Service Strategy
Value Creation
Utility and Warranty Combined
Service Assets
Marketing Mindset
Service Provider Types
Service Structures
Service Strategy Fundamentals
Service Portfolio
Service Automation
Lesson: Service Strategy Activities
Introduction to Service Portfolio Management
Service Portfolio Overview
Purpose Goals and Objectives
Scope
Value to the Business
Introduction to Financial Management
Purpose, Goals and Objectives of Financial Management
Scope of Financial Management
Value of Financial Management
Introduction Business Relationships Management
Purpose, Goals and Objectives of Business Relationships Management
Scope of Business Relationships Management
Business Value
Lesson: Service Strategy Summary
Service Strategy Summary
Service Strategy Checkpoint
Review of End of Chapter Quiz
Chapter 07 Review
Course Closure