ITIL® 2011 Service Foundation Part 2 e-learning bundle

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Description

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ITIL® Service Operation Processes
Organizations need to effectively coordinate, manage, and control their day-to-day operations for providing IT services, and the service operation stage of the ITIL® service lifecycle provides best practices for doing so.In this course you'll learn about the key processes of service operation, including the scope, principles, and steps of the incident management process. You'll also learn about problem management, including best practices for detecting, logging, categorizing, and investigating problems. This course also covers the event management process, request fulfillment processes, and access management.This course is one of a series in the Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.

Learning Objectives
- Identify the purposes of the incident management process
- Identify recommended incident management principles
- Sequence the steps of the incident management process
- Recognize the scope of the problem management process
- Identify the key principles of the problem management process
- Sequence the steps of the problem management process
- Recognize the scope of the event management process
- Distinguish between the three request fulfillment options
- Identify the objectives of access management
ITIL® Service Transition Concepts and Processes
Successfully transitioning planned and designed IT services into the live environment is a key step towards valued IT service management. In this course you'll learn about the service transition stage of the ITIL® service lifecycle, including service transition scope and policies. This course also covers the key processes of service transition, including best practices and key activities for release and deployment, knowledge management, transition planning and support, validation and testing, and change management procedures. This course is one of a series in the Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.

Learning Objectives
- Recognize the scope of the service transition stage of the ITIL® service lifecycle
- Recognize the recommended ITIL® service transition policies
- Distinguish between activities that are in and out of scope for the release and deployment process
- Distinguish between the phases of the release and deployment management process
- Identify key characteristics of an SKMS
- Distinguish between the four elements of a DIKW structure
- Identify activities within scope of the SACM process
- Recognize activities that are within scope of the transition planning and support process
- Identify activities that are within scope of the service validation and testing process
- Identify the goals of the change management process
- Distinguish between the three types of changes in the change management process
- Recognize key interfaces of the change management process
- Sequence the steps of the normal change lifecycle in the change management process
- Identify the activities that may differ in an emergency change lifecycle versus a normal change lifecycle
- Recognize the objectives of the change evaluation process
- Identify the key challenges of the change evaluation process
ITIL® Continual Service Improvement
Organizations striving for long-term sustainability need to be able to build upon and improve services throughout their lifecycle. The Continual Service Improvement (CSI) stage of the ITIL® Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. In this course you'll learn key considerations and best practices for continual service improvement activities. You'll also learn about the CSI register, and what information it should include. This course also covers the purpose and seven steps in the CSI process, including key activities that you perform. This course is one of a series in the Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.

Learning Objectives
- Identify the key considerations to keep in mind during continual service improvement activities
- Recognize the benefits of the continual service improvement stage of the ITIL® service lifecycle
- Recognize the common information categories included in a CSI register
- Distinguish between the four steps of the Deming cycle
- Identify elements within scope of the CSI process
- Distinguish between activities you perform in step 1 and step 2 of the CSI process
- Distinguish between the three types of data you gather in step 3 of the CSI process
- Distinguish between the goals of the fourth and fifth steps of the CSI process
- Distinguish between the types of information different stakeholders require
- Recognize the considerations to make when implementing service improvements
ITIL® Service Operation Concepts
IT services are only achieve their true value when the planned and expected benefits are realized. Service operation is the stage of the ITIL® service life cycle in which the work is carried out to deliver and manage services at the agreed levels to business users and customers, therefore delivering the value promised. In this course, you'll be introduced to the service operation stage of the ITIL® service life cycle, including its purpose, benefits, and scope. You'll also learn about the effective communication techniques necessary during service operation activities. This course also covers the four key service operations functions including the service desk, technical management, IT operations management, and application management. This course is one of a series in the Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.

Learning Objectives
- Recognize the scope of the service operation stage of the ITIL® service life cycle
- Identify the responsibilities of the service operation stage of the ITIL® service life cycle
- Identify best practices for effective communication when conducting service operation activities
- Recognize the benefits of a service desk
- Identify the different types of service desk structures
- Recognize the dual role of the technical management function
- Distinguish between the sub function tasks of the IT operations management function
- Recognize the roles of the application management function

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ITIL® 2011 Service Foundation Part 2

Description

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