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INTERACTIVE
ITIL Foundation, Part 4 of 5: Strategy and Design Proc
LearnNow Online
4 hrs 30 mins
Premium
Course description This course will introduce the processes found in Service Strategy and Service Design. We will briefly review the purpose for each lifecycle phase and then review the processes. We will build an understanding of the purpose, objectives and scope for each process. Within ITIL there are 4 processes that are considered to be highly important. For these processes we will also elaborate on additional process aspects such as basic concepts, process activities and process interfaces. Each LearnNowOnline training course is made up of Modules (typically an hour in length). Within each module there are Topics (typically 15-30 minutes each) and Subtopics (typically 2-5 minutes each). There is a Post Exam for each Module that must be passed with a score of 70% or higher to successfully and fully complete the course. Prerequisites This course is designed for IT service professionals looking to improve their IT processes and organization. They should have knowledge of what IT does and who are their customers. Please view ITIL Foundation: Lifecycle Phases before starting this course. Meet the expert Kurt McWhirter Kurt McWhirter is a recognized authority on using the ITIL framework and has more than 30 years of experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL Expert and ISO/IEC 20000 Consultant and is an accredited ITIL Trainer. He is the lead author of the book "The Definitive Guide to IT Service Metrics.”   Video Runtime 115 Minutes Time to complete 270 Minutes   Course Outline Strategy and Design Processes Service Strategy (20:29) Introduction (01:06) Service Strategy (SS) (01:17) Service Portfolio Management (03:50) Service Portfolio & Catalog (03:46) Financial Management for IT (06:55) Business Relationship Mgmt (03:09) Summary (00:22) Service Design (19:40) Introduction (00:32) Service Design (01:03) Design Coordination (04:47) Service Catalog Management (03:00) SCatM - Key Concepts (02:31) SCatM - Key Concepts II (02:37) 2-view Service Catalog (01:18) SCatM - Key Concepts III (02:04) 3-view Service Catalog (01:20) Summary (00:26) Service Level Management (24:36) Introduction (00:42) Service Level Management (05:34) SLM Key Concepts (04:57) Activities (06:57) SLM Interfaces (05:55) Summary (00:27) Availability and ITSC Availability Management (23:19) Introduction (00:29) Availability Management (03:20) AM - Key Concepts (07:20) Capacity Management (03:24) CapM - Key Concepts (08:19) Summary (00:23) IT Continuity Management (27:35) Introduction (00:33) IT Continuity Management (04:28) ITSCM - Key Concepts (04:27) InformationSecurityManagement (02:12) ISM - II (02:07) ISM - Key Concepts (06:36) Supplier Management (03:33) SuppM - Key Concepts (03:03) Summary (00:32)
INTERACTIVE
ITIL Foundation, Part 5 of 5: Processes and Functions
LearnNow Online
7 hrs 18 mins
Premium
Course description This course will introduce the processes found in Service Transition, Service Operations, and Continual Service Improvement. We will briefly review the purpose for each lifecycle phase and then review the processes. We will build an understanding of the purpose, objectives and scope for each process. Within ITIL there are 4 processes that are considered to be highly important. For these processes we will also elaborate on additional process aspects such as basic concepts, process activities and process interfaces. Each LearnNowOnline training course is made up of Modules (typically an hour in length). Within each module there are Topics (typically 15-30 minutes each) and Subtopics (typically 2-5 minutes each). There is a Post Exam for each Module that must be passed with a score of 70% or higher to successfully and fully complete the course. Prerequisites This course is designed for IT service professionals looking to improve their IT processes and organization. They should have knowledge of what IT does and who are their customers. Please view ITIL Foundation: Strategy and Design Processes before starting this course. Meet the expert Kurt McWhirter Kurt McWhirter is a recognized authority on using the ITIL framework and has more than 30 years of experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL Expert and ISO/IEC 20000 Consultant and is an accredited ITIL Trainer. He is the lead author of the book "The Definitive Guide to IT Service Metrics.”   Video Runtime 189 Minutes Time to complete 438 Minutes   Course Outline Lifecycle Processes Service Transition (21:01) Introduction (00:32) Service Transition (01:38) Transition Planning & Support (05:13) ServiceAsset&ConfigurationMgmt (03:07) SACM - Key Concepts (04:18) ConfigurationManagementSystem (03:15) Definitive Media Library (02:37) Summary (00:17) Change Management (24:07) Introduction (00:34) Change Management (04:55) ChM - Key Concepts (07:10) Change Models (02:40) CAB and ECAB (01:45) Activities (02:20) Seven Rs of Change Management (01:03) ChM - Interfaces (01:08) Change & Service Asset Mgmt (02:03) Summary (00:23) R&D + Knowledge Management (25:17) Introduction (00:26) Release & Deployment Mgmt (06:21) RDM - Key Concepts (04:43) Four Phases of RDM (03:04) Four Phases... (01:42) Knowledge Management (02:33) DIKW Structure (02:41) Service Knowledge Mgmt System (01:40) SKMS (01:34) Summary (00:30) Event, Incident, and Problem Service Ops & Event Management (11:53) Introduction (00:34) Service Operation (01:54) Event Mangagement (02:27) Scope of Event Management (02:02) EM - Key Concepts (04:35) Summary (00:19) Incident Management (25:16) Introduction (00:34) Incident Management (03:35) Incident Management - II (04:05) IM - Key Concepts (03:31) Incident Models (03:19) Activities (05:59) IM - Interfaces (03:50) Summary (00:30) Request Fulfillment & Access (24:23) Introduction (00:40) Problem Management (03:32) Problem Management - II (03:37) PM - Key Concepts (02:03) Problem Models (01:26) PM Activities (03:56) PM Interfaces (02:17) Request Fulfillment (02:54) Access Management (03:25) Summary (00:30) CSI and Service Functions Continual Service Improvement (22:15) Introduction (00:21) Continual Service Improvement (01:03) 7-Step Improvement Process (02:24) The Steps (02:34) 7-Step Improvement Process (02:46) 5 Core Phases Integration (06:37) Process Integration (05:28) Summary (00:57) Functions (35:00) Introduction (01:54) Functions (03:12) Service Desk (04:14) Service Desk Objectives (03:38) Service Desk Structures (02:19) Service Desk Structures - II (01:55) Service Desk Structures - III (02:36) Techincal Management (01:44) IT Operations Management (03:14) Application Management (02:33) Application Management - II (02:07) Exam Tips (04:24) Summary (01:05)
INTERACTIVE
ITIL Foundation, Part 2 of 5: Principles, Models, and Concepts
LearnNow Online
2 hrs 32 mins
Premium
Course description In this course you will start to see that ITIL has quite a few terms and concepts which build upon the vocabulary used within Service Management. And as we continue you will also find that the principles, concepts, and terms discussed will help you gain that understanding of Service Management as a practice. We will begin by reviewing the 4Ps of Service Design. We will also discuss the basic roles in the lifecycle, the concept of governance, and other service management and quality frameworks. Each LearnNowOnline training course is made up of Modules (typically an hour in length). Within each module there are Topics (typically 15-30 minutes each) and Subtopics (typically 2-5 minutes each). There is a Post Exam for each Module that must be passed with a score of 70% or higher to successfully and fully complete the course. Prerequisites This course is designed for IT service professionals looking to improve their IT processes and organization. They should have knowledge of what IT does and who are their customers. Please view ITIL Foundation: Introduction before starting this course. Meet the expert Kurt McWhirter Kurt McWhirter is a recognized authority on using the ITIL framework and has more than 30 years of experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL Expert and ISO/IEC 20000 Consultant and is an accredited ITIL Trainer. He is the lead author of the book "The Definitive Guide to IT Service Metrics.”   Video Runtime 66 Minutes Time to complete 152 Minutes   Course Outline Key Principles,Models and Concepts Principles Models & Concepts (21:38) Introduction (01:04) Processes (05:20) Process Characteristics (04:21) Processes, Tools, & Automation (07:38) Functions (02:42) Summary (00:30) More Concepts & Principles (24:50) Introduction (01:03) Specific Roles (06:12) Process Owner (03:17) Process Manager (03:39) Process Practitioner (02:18) Service Owner (02:49) RACI Model/Authority Matrix (05:00) Summary (00:28) Business Principles (20:10) Introduction (00:55) Risk Management (04:25) Business Case (03:31) Communication (04:23) Portfolio, Pipeline, & Catalog (04:25) Prioritization (01:24) Summary (01:04)
INTERACTIVE
ITIL Foundation, Part 3 of 5: Lifecycle Phases
LearnNow Online
3 hrs 52 mins
Premium
Course description This course will detail the ITIL Service Lifecycle phases. We will review each phase to ensure we gain a complete understanding of the goal, purpose, objectives, scope, key concepts and activities found within the phase. We will explain the value proposition brought by each phase of the Service Lifecycle to the business and to the service provider. We will also briefly introduce the processes that make up each phase. Each LearnNowOnline training course is made up of Modules (typically an hour in length). Within each module there are Topics (typically 15-30 minutes each) and Subtopics (typically 2-5 minutes each). There is a Post Exam for each Module that must be passed with a score of 70% or higher to successfully and fully complete the course. Prerequisites This course is designed for IT service professionals looking to improve their IT processes and organization. They should have knowledge of what IT does and who are their customers. Please view ITIL Foundation: Principles, Models and Concepts before starting this course. Meet the expert Kurt McWhirter Kurt McWhirter is a recognized authority on using the ITIL framework and has more than 30 years of experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL Expert and ISO/IEC 20000 Consultant and is an accredited ITIL Trainer. He is the lead author of the book "The Definitive Guide to IT Service Metrics.”   Video Runtime 106 Minutes Time to complete 232 Minutes   Course Outline Lifecycle Phases Service Strategy (18:56) Introduction (01:18) Service Strategy (SS) (04:59) Value Creation (06:24) Value Creation II (02:02) SS - Value to the Business (03:34) Summary (00:36) Service Design (21:09) Introduction (01:06) Service Design (SD) (03:09) 5 Aspects of Design (06:32) Service Design Package (SDP) (04:56) SD - Value to the Business (04:56) Summary (00:28) Service Transition (21:25) Introduction (01:17) Service Transition (ST) (04:58) SKMS (05:46) SKMS II (01:28) ST - Value to the Business (07:24) Summary (00:29) Service Operation (13:31) Introduction (01:15) Service Operation (SO) (08:14) SO - Value to the Business (03:37) Summary (00:24) Continual Service Improvement (31:46) Introduction (01:37) Continual Service Improvement (05:28) Measurement Systems & Metrics (03:18) All About Metrics (07:01) All About Metrics II (02:03) CSI Register (02:29) CSI Approach (03:24) Plan-Do-Check-Act Model (02:26) CSI - Value to the Business (02:21) Summary (01:36)
INTERACTIVE
ITIL Foundation, Part 1 of 5: Introduction
LearnNow Online
3 hrs 34 mins
Premium
Course description In this course we provide an overview of ITIL and its history along with ITIL’s relationship to international standards, primarily ISO/IEC 20000. Our focus is on the ITIL lifecycle as defined by ITIL v3 as documented in the 2011 release. This course will address several areas within ITIL and the Service Lifecycle. These areas include understanding Service Management and what is a service and what we mean with the term ‘Best Practice’. Then we’ll begin to provide a high-level understanding of the core phases of ITIL, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement (CSI). We will then add to our knowledge of these areas with a detailed discussion of Service Management as a practice within the industry. We will begin to lay down the basic concepts and principles of Service Management. We introduce several key terms that are critical to understanding both Service Management and the Service Lifecycle. We want to start to build that big picture of Service Management and how IT Service Management fits within the big picture. This will include both supporting and complimentary components found within ITIL. As governance continues to be a topic within many organizations, we will also review what governance is and how Service Management and ITIL can help establish a governance framework. Each LearnNowOnline training course is made up of Modules (typically an hour in length). Within each module there are Topics (typically 15-30 minutes each) and Subtopics (typically 2-5 minutes each). There is a Post Exam for each Module that must be passed with a score of 70% or higher to successfully and fully complete the course. Prerequisites This course is designed for IT service professionals looking to improve their IT processes and organization. They should have knowledge of what IT does and who are their customers. Meet the expert Kurt McWhirter Kurt McWhirter is a recognized authority on using the ITIL framework and has more than 30 years of experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL Expert and ISO/IEC 20000 Consultant and is an accredited ITIL Trainer. He is the lead author of the book "The Definitive Guide to IT Service Metrics.”   Video Runtime 97 Minutes Time to complete 214 Minutes   Course Outline Introduction ITIL Foundation Introduction (11:36) Introduction (01:03) Course Objectives (01:12) Certification Exam (02:49) Qualification Scheme (00:30) Intermediate Classes (00:27) Capability Modules (03:19) Intermediate Capabilities (01:53) Summary (00:19) Service Life Cycle (22:34) Introduction (00:39) What is ITIL? (06:25) ITIL Logistics (05:05) Service Lifecycle Components (04:19) Service Lifecycle Phases (02:41) Main Concepts (02:27) Summary (00:55) Service Management Practice (39:03) Introduction (00:47) IT Today (09:59) The IT Opportunity (02:20) What is a Service? (05:37) What is an IT Service? (02:01) Service Classification Types (02:36) What is Service Management? (05:13) What is IT Service Management? (01:02) What Comprises Value? (04:20) ITSM and Failure (04:35) Summary (00:30) The 4 Ps of Service Design (24:39) Introduction (01:17) The 4 Ps of Service Design (01:44) Key ITSM Roles (04:31) Governance (03:09) Other Quality Frameworks (04:45) ISO/IEC 20000 - ITSM Standard (02:52) Plan-Do-Check-ACT (PDCA) Model (01:25) ITIL and ISO/IEC 20000 (02:56) Summary (01:58)
INTERACTIVE
ITIL Service Management
LearnNow Online
1 hr 14 mins
Premium
Course description ITIL stands for Information Technology Infrastructure Library and it is a service management strategy that gets everyone in your organization on the same page regarding the services you provide. ITIL provides you with frameworks, processes, and best practices about how IT goes about delivering services to their customers. Organizations that have implemented ITIL have seen increased revenue, lower operational costs, great system reliability, and happier customers. ITIL benefits all layers of the organization from leaders to IT teams all the way to impacting internal and external customers. Each LearnNowOnline training course is made up of Modules (typically an hour in length). Within each module there are Topics (typically 15-30 minutes each) and Subtopics (typically 2-5 minutes each). There is a Post Exam for each Module that must be passed with a score of 70% or higher to successfully and fully complete the course. Prerequisites This course is designed for anybody looking to improve their IT processes and organization. They should have knowledge of what IT does and who are their customers. Meet the expert Jon Buck Jon Buck is an IT Professional specializing in infrastructure knowledge and learning. He has worked for several large scale IT organizations at various levels. Jon has a background in technical writing, instructional design, portfolio management, and UX/UI design. Video Runtime 27 Minutes Time to complete 74 Minutes Course Outline Service ManagementIT Service Management (27:51) Introduction (01:08) Information (00:42) Service (00:43) Service Management (02:40) ITIL (01:03) Service Strategy (02:14) Service Strategy Processes (01:02) Service Design (00:44) Service Design Package (00:42) Service Catalog Management (00:41) Service Protfolio (00:40) Service Level Management (02:06) Service Transistion (01:51) Change Management Process (00:58) SACM (00:42) Release & Deployment (00:29) Service Operation (00:59) Event Management (02:05) Service Operation Terms (00:58) Incident Management Process (01:23) CSI (01:19) CSI Processes (00:42) Service Management Summary (01:21) Summary (00:28)
COURSE
ITIL® Service Management - Foundation
SkillSolve
21 hrs
A$199
Accredited Course, helps you get qualified and become immediately productive as a member of your IT/service management environment. This course prepares you for an internationally recognised qualification in ITIL® Service Management; by far the most widely adopted and globally recognized best practice for Service Management. ITIL® provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth. ITIL is mapped in ISO 20000 Part 11. This recognizes the way that ITIL can be used in to meet the requirements set out for ISO 20000 certification. The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for service management including the links between lifecycle stages, the processes used and their contribution to service management practices. This package is accredited for and covers Foundation level study and qualification.   Benefits of Method: Manage business risk and service disruption or failure Improve and develop positive relationships with your customers by delivering efficient services that meet their needs. Establish cost-effective systems for managing demand for your services. Support business change whilst maintaining a stable service environment. Enhance your CV and boost future employment prospects. This accredited course aims to provide you with a straight forward route to an ITIL Foundation Qualification in your own time and at your own pace. Foundation Level - Course Content: 9 modules with associated engaging, motion graphic, video presented lessons Notes to support each lesson and references to further suggested reading. Support materials and exercises to consolidate the learning Foundation level sample questions to test and embed the learning Eligible for 21 CPU/PDU points.   FAQs What are the prerequisites, if any to take the course? Familiarity IT services and Service management is useful but not essential.   Who should take this course? Individuals who require an understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.  IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners. This is an accredited course eligible for CPDs/PDUs and prepares you for a qualification in ITIL® Service Management                                                                                                                                             What will students achieve or be able to do after taking this course? Understanding/Comprehension of Service management as a practice, the ITIL service lifecycle and Key principles and models. Awareness of  concepts, definitions, processes, functions, roles,  Technology and architecture Help you to become immediately productive as a member of an IT service management environment Prepare you for a Foundation level qualification in ITIL® Service Management. Eligible for 21 Category - C PDUs or CPDs   When you are ready to take the Foundation Exam/Qualification, please contact your Learning Service Provider – SkillSolve Training ([email protected] +44 (0)1202 970910) to arrange your exams.  
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COURSE
ITIL® Service Management - Introduction
SkillSolve
45 mins
A$29or
Premium
Accredited Course, helps you get acquainted and become aware as a member of your IT/service management environment. This course is a first step in preparing you for an internationally recognised qualification in ITIL® Service Management; by far the most widely adopted and globally recognized best practice for Service Management.ITIL® provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.ITIL is mapped in ISO 20000 Part 11. This recognizes the way that ITIL can be used in to meet the requirements set out for ISO 20000 certification.This package covers the Introduction level study. Benefits of Method:Manage business risk and service disruption or failureImprove and develop positive relationships with your customers by delivering efficient services that meet their needsEstablish cost-effective systems for managing demand for your servicesSupport business change whilst maintaining a stable service environment.Enhance your CV and boost future employment prospects. Introduction Level - Course Content:• 2 modules with associated engaging, motion graphic, video presented lessons• Notes to support each lesson and references to further suggested reading.• Support materials and exercises to consolidate the learning• Foundation level sample questions to test and embed the learning• Eligible for 5 CPU/PDU points. FAQsWhat are the prerequisites, if any to take the course?Who should take this course? This is an accredited course eligible for CPDs/PDUs and prepares you towards a qualification in ITIL® Service Management 3) What will students achieve or be able to do after taking your course?Appreciation of Service management as a practice.Awareness of  concepts, definitions, processes, functions, roles and  RACI Matrix.Help you to become aware as a member of an IT service management environmentFirst Step towards a qualification in ITIL® Service Management.Eligible for 5 Category - C PDUs or CPDs Next Step/Course: ITIL® Service Management - Foundation
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