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About this LearnSmart Video Training:
Begin your journey toward becoming an ITIL© expert with PrepLogic's ITIL© v3 Foundation LearnSmart Video Training. In this course you'll learn the ITIL© framework of best practices for delivering high-quality, efficient management of services to your customers and employers. Additionally, you'll learn everything you need in order to pass the ITIL© v3 Foundations exam and earn your ITIL© Foundations certificate.
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Learn Service Management the ITIL© Way
PrepLogic's ITIL© Foundation LearnSmart Video Training gives you the total training you need to pass your ITIL© v3 Foundations exam. Being able to effectively and efficiently provide excellent service management is a highly sought after skill, which is why ITIL© certifications are gaining in popularity and value. In this course, you'll learn the skills and facts you need to earn your ITIL© Foundations certificate and get one step closer to becoming a certified ITIL© expert. See the complete list of chapters and topics below:
Session 1
Section A: Service and the Service Lifecycle
- Service Management
- Concept of a Service
- Service Defined
- Concept of Service Management
- Phases of Service Management
- The ITIL© Wheel
- Service Lifecycle Example
Section B: Understanding Service Management
- Service Management Defined
- Processes and Functions across Lifecycle
- The RACI Matrix
- Service and Process Owners
- Good Practice and Best Practice
- Influences on Service Management
Section C: Service Strategy
- Service Strategy Defined
- Service Strategy Objectives
- Value Creation
- Utility vs. Warranty
- Resources and Capabilities
- IT Governance
- Business Case
- Types of Service Providers
- Service Portfolio Concept
- The Service Portfolio
- Service Portfolio Management
- Common Resources
- Service Pipeline
- Service Catalogue
- Retired Services
- Service Portfolio Elements
- Risk Management
- Demand Management
- Financial Management
Section D: Service Design
- Aspects of Service Design
- Goals of Service Design
- Service Design Package
- Value of Service Design to Business
- People, Process, Products, and Partners
- Service Sourcing
- Types of Service Technology Encounters
Section E: Service Level Management
- Objectives of Service Level Management
- Scope of Service Level Management
- Service Level Agreement
- Operational Level Agreement
- Service Level Requirements
- Service Level Management Definitions
- Service Level Agreement Terminology
- Types of Service Level Agreements
- SLM Structural Diagram
- Content Breakdown
- Service Improvement Plan
- Service Level Management Roles
Section F: Supplier Management
- Objectives of Supplier Management
- Supplier Management Process
- Roles and Responsibilities
- Service Catalogue Management
- Service Catalogue Views
- SCM Roles and Responsibilities
- Availability Management
- Four Areas of Availability Management
- Incident Lifecycle
- Objectives of Availability Management
- Scope of Availability Management
- Availability Management Information
- Roles of Availability Management
Section G: Information Security Management
- Information Security Manager
- Process and Framework
- Role of Information Security Management
Section H: Capacity Management
- Capacity Management Defined
- Objectives of Capacity Management
- Capacity Management Subprocesses
- Capacity Management Information Systems
- Role of the Capacity Manager
Section I: IT Service Continuity Management
- Continuity Management
- Objectives of Service Continuity
- Lifecycles
- Recovery Options
- Gradual Recovery
- Intermediate Recovery
- Fast Recovery
- Immediate Recovery
- IT Service Continuity Manager
Session 2
Section A: Service Asset/Configuration Management
- Service Transition Goals and Objectives
- SACM
- Configuration Management Database
- Service Asset and Configuration Goal
- Configuration Management Process
- CI Status Accounting
- CI Verification and Audit
- Understanding the CMS
- Configuration Management Team
Section B: Change Management
- Overview
- Service Change Defined
- Types of Service Change
- Seven R's of Change Management
- Change Model Defined
- Normal Change Process
- Change Process Modules
- Types of Change Request
- Emergency Changes
- Change Advisory Board
- CAB Members
- CAB Outputs
- Change Manager Responsibilities
Section C: Release and Deployment Management
- Release and Deployment Management Goals
- Release and Deployment Objectives
- Definitive Media Library
- Definitive Spares
- Configuration Baselines
- Snapshots
- Release Unit, Record, Identification
- Understanding Release Units
- Deployment Process
- Service V Model
- Release Considerations
- Automation vs. Manual
- Roles
- Manager Responsibilities
Section D: Knowledge Management
- Understanding SKMS
- Knowledge Management Objectives
- SKMS Roles and Responsibilities
Section E: Service Desk
- Service Operation Scope
- Goal and Value of SO
- SO Functions
- Service Desk
- Service Desk Objectives
- Local Service Desk
- Virtual Service Desk
- Staffing Considerations
- Service Desk Required Skills
Section F: ITIL© Management
- Understanding Technical Management
- Technical Management Objectives
- Understanding Application Management
- Application Management Objectives
- Understanding Operations Management
Session 3
Section A: Incident Management
- Considering Incident Management
- Incident Management Activities
- Impact, Urgency, and Priority
- Incident Management Process Flow
- Incident Models
- Incident Management Roles
Section B: Problem Management
- Problem Management Definition
- Workarounds
- Known Errors
- Known Error Database
- Problem Management Areas
- Problem Management Process
- Problem Prioritization
- Problem Management Roles
- Major Incident Process
Section C: Requests, Permission, and Events
- Service Requests
- Request Fulfillment
- Request Fulfillment Roles
- Access Management
- Access Management Concepts
- Event Management
- Event Manager Roles
- Event Progression
Section D: Continual Service Improvement
- CSI: Continual Service Improvement
- Scope of CSI
- Feedback Loops
- Continual Service Improvement Model
- The Deming Cycle
- 7-Step Improvement Process
- Measuring Services
- Baselines
- Metric Types within CSI
- Key Performance Indicators
- Data, Information, Knowledge, and Wisdom
- Key Responsibilities
Section E: Technology and Architecture
- IT Service Management Toolset
- Integrated CMS
- Discovery, Deployment, and Licensing
- Service Desk Tools
- Dashboards
- Reporting and Integration
- Technology Considerations
Section F: ITIL© Certification
- Foundation Certificate
- Qualification Framework
- Alternate Certification Routes
- Reference Material
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The purpose of the ITIL V3 Qualifications Scheme is to ensure that relevant and timely certifications are available to support the formalized learning requirements of individuals and organizations related to the ITIL Service Management Practices.
The design principles of the scheme specify that every accredited qualification must:
- Offer certifications that are of value to the career objectives of the student
- Offer flexibility in how they can be delivered
- Provide knowledge that meets the stated learning objectives and competency outcomes
- Align to Blooms Taxonomy levels of abstraction for setting examination questions against the syllabus
- Contribute to the maturity of ITSM professionalism
- Be responsive to evolving market demand
- Provide a transitional upgrading strategy and supporting certifications for those wishing to enhance existing certifications to the V3 model, and those mid-stream wishing to complete certification under the V3 scheme
Design -
The V3 Qualifications Scheme is aligned to the construct of the ITIL Service Management Practices core guidance. The V3 core guidance has expanded upon the former ITIL guidance by including broader ITSM practices. The result is an increase in scope, breadth and depth of the syllabuses. The basic design incorporates a modular structure for certification to provide flexibility in the customer selection and the use of a credit system to achieve Expert certification in ITSM and also to support innovative delivery mechanisms by the ATO community.
Scheme Structure -
The Qualifications Scheme is based on content of the ITIL Service
Management Practices publications. The Qualifications Board has approved the curriculum in this scheme which includes the following subject areas and elements of the ITIL Practices:
- Strategy Generation
- Demand Management
- Portfolio Management
- Financial Management
- Service Catalogue Management
- Service Level Management
- Availability Management
- Capacity Management
- Service Continuity Management
- Information Security Management
- Supplier Management
- Transition Planning and Support
- Change Management
- Service Asset and Configuration Management
- Risk Management
- Service Desk
- IT Operations Management
- Release and Deployment Management
- Service Validation and Testing
- Evaluation Management
- Knowledge Management
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Operations Management
- Service Measurement
- Service Reporting
- Service Improvement
- Technology Management
- Application Management
- Monitoring and Control
- Technology Considerations
- Organizational Considerations
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