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Description:

This is a bundled training package. It contains training for each of the bundled items below:

Course Price
ITIL® 2011 Edition Foundation: Service Transition Processes and Policies $74.95
ITIL® 2011 Edition Foundation: Introduction to Service Operation $74.95
ITIL® 2011 Edition Foundation: Service Operation Processes $74.95
ITIL® 2011 Edition Foundation: Continual Service Improvement $74.95
ITIL® 2011 Edition Overview: Creating a Service Culture $74.95

Bundle Price: $199.00
Total Savings: $175.75


ITIL® 2011 Edition Foundation: Service Transition Processes and Policies

IT organizations need to transition their IT service designs into the live environment. Sound Service Transition processes are critical to the success of releasing IT services and help ensure that Service Design solutions will achieve their expectations. This course examines ITIL® Service Transition processes and policies, including release and deployment management, knowledge management, asset transition, service, and validation, and change management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.
  • recognize the scope of Service Transition
  • describe examples of Service Transition policies
  • describe the phases of the Release and Deployment Management process
  • identify the Knowledge Management structure
  • describe the scope of the service Asset and Configuration Management process
  • describe the scope of the transition planning and support process
  • describe the scope of the service validation and testing process
  • describe examples of Service Transition policies
  • identify the activities of the phases of the Release and Deployment Management process
  • identify the Knowledge Management structure
  • describe the scopes of the asset transition, service support, and testing processes
  • differentiate between the types of service change in the Change Management process
  • identify the interfaces of the Change Management process
  • identify the stages of the normal change lifecycle
  • identify the aspects of the change procedure that could differ from a normal change procedure in emergency changes
  • differentiate between the types of service change in the Change Management process
  • identify the normal change lifecycle process, given a scenario
  • identify the emergency change procedures, given a scenario
  • identify key challenges of change evaluation

ITIL® 2011 Edition Foundation: Introduction to Service Operation

IT organizations must manage their day-to-day service operation according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL®), Service Operation is a stage of the Service Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners understand Service Operation within the Service Lifecycle. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.
  • describe the scope of Service Operation
  • recognize the responsibilities of Service Operation
  • identify the best practice principles for effective communication in Service Operation
  • identify strategies for facilitating successful meetings
  • determine which service desk structures to use in given examples
  • recognize the dual role of Technical Management
  • recognize how IT Operations Management achieves balance between its dual roles
  • identify the four roles of Application Management
  • recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example

ITIL® 2011 Edition Foundation: Service Operation Processes

IT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course examines the Service Operation processes within the ITIL® Service Lifecycle, including Incident Management and Problem Management, as well as Event, Request, and Access Management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.
  • identify the scope of Incident Management
  • describe the basic principles of Incident Management
  • identify the activities of the Incident Management process
  • identify the scope of Incident Management
  • identify the basic principles of Incident Management
  • identify the activities of the Incident Management process, given a scenario
  • describe how Incident Management interfaces with other Service Lifecycle processes
  • describe the scope of Problem Management
  • describe the basic principles of Problem Management
  • identify the activities of the Problem Management process
  • identify the scope and principles of Problem Management
  • identify the activities of the Problem Management process, given a scenario
  • describe how Problem Management interfaces with other service lifecycle processes
  • identify the scopes of Event Management, Request Fulfillment, and Access Management

ITIL® 2011 Edition Foundation: Continual Service Improvement

IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL®, Continual Service Improvement (CSI) is a stage of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the IT services they offer their customers. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.
  • identify the benefits to a business of adopting and implementing standard and consistent approaches for CSI
  • identify key considerations for implementing CSI
  • recognize typical information that should be included in a CSI register
  • identify key considerations for using the CSI register
  • recognize how the Deming cycle integrates with the CSI seven-step improvement process
  • identify the purpose of using the CSI seven-step improvement process
  • identify considerations for identifying strategies and defining measurements using the CSI seven-step improvement process
  • describe the metrics an organization will need to collect to support CSI and other process activities
  • describe best practices for data processing and analysis using the CSI seven-step improvement process
  • identify situations and scenarios when improvement implementation is appropriate
  • recognize how to use the seven-step improvement process of CSI

ITIL® 2011 Edition Overview: Creating a Service Culture

Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today's competitive environment. But how do you balance the growing need for information technology management with tried and true business practices? How do you align processes, people, and systems while maintaining and improving your ability to meet customer demands and further develop business success? This course provides an introduction to ITIL®, and covers the ITIL® fundamentals. Specifically, what ITIL® is, the history of ITIL®, the benefits of ITIL®, and the importance of aligning IT with business. This course also introduces key aspects of implementing ITIL® in your organization, including the importance of a service culture to support ITIL®, and critical success factors for implementing ITIL®. ITIL® is a registered trade mark of AXELOS Limited.
  • recognize the characteristics of ITIL®
  • identify the reasons why ITIL® is successful
  • explain how ITIL® originated
  • identify the goals of ITIL®
  • recognize common perception of IT functions within an organization
  • explain how ITIL® can help overcome misconceptions about IT functions
  • recognize what comprises a service culture
  • recognize the key methods in achieving a shift to a service culture
  • identify the things you need to do before starting ITIL® implementation
  • recognize key considerations for a successful ITIL® implementation
  • choose the appropriate way to create a service culture in a given situation
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ITIL® 2011 Edition Foundation Syllabus Part 2 e-learning bundle
  • Course ID:
    252815
  • Duration:
    9 hours
  • Price:
    $199