ITIL® Certification The ITIL Accredited Training Organization logo is a trade mark of the Cabinet Office.

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There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Foundations - Accredited Training Today!

Your Price: $248

Start Learning ITIL® 2011: Foundations - Accredited Training Today!

Your Price: $248

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Exercise Questions Guide
• Exercise Answer Guide
• Table 4.10
• Table 6.2
• Training Plan
• Sample Exams (07/12 Update)
• Course Syllabus (07/12 Update)
• 2011 Summary of Updates
• ITIL Qualification Brochure

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an accredited ITIL® ATO and this course fulfills all requirements to sit for your ITIL® Foundation exam.

If you are ready to start your ITIL® Certification, then you have come to the right place. This APMG accredited training program is for individuals seeking ITIL® Foundation certification. In this course you will learn with ITIL Expert Helen Morris in this exciting and interactive instructor-led video training course. In this course Helen introduces you to the lifecycle of managing IT services to deliver to business expectations. Engaging case studies are used to bring the concepts to life as you learn side by side with an experienced ITIL Expert.

This course gives you everything you need to successfully complete the ITIL Foundations exam including a training success plan, all course materials, exercise guide, sample exams, course syllabus, and 1 year access to the course and the instructor to learn and ask questions. Successful Foundations Certification also prepares you to move into the ITIL intermediate level training courses.

For information on how to take your ITIL® examination, see the certification section.

Objectives

As a result of taking this course, you will be able to:
• Explain the importance of Service Management
o To IT
o To the Business
• Understand how ITIL can be used
o To enhance the quality of IT service management
• Comprehend and be aware of:
o Service Strategy
o Service Design
o Service Transition
o Service Operation
o Continual Service Improvement

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:
• Service Management as a practice
• Service Lifecycle
• Key Principles and Models
• Generic Concepts
• Selected Processes
• Selected Roles
• Selected Functions
• Technology and Architecture
• ITIL Qualification scheme

Related Training

• Course: ITIL® 2011: Continual Service Improvement
• Course: ITIL® 2011: Planning, Protection and Optimization
• Course: ITIL® 2011: Release, Control and Validation
• Podcast: An Overview of the Service Strategy Phase of the Lifecycle
• Podcast: An Overview of the Service Design Phase of the Lifecycle
• Podcast: An Overview of the Service Transition Phase of the Lifecycle
• Podcast: An Overview of the Service Operation Phase of the Lifecycle
• Podcast: An Overview of the Continual Service Improvement Phase of the Lifecycle

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Foundations - Accredited Training Outline

Module 00: Course Introduction

Module 01: Introduction to Service Management Part 1
• Concept of good practice
• Concept of a service
• Concept of service management
• ITIL success
• Public standards and frameworks

Module 02: Introduction to Service Management Part 2
• Stakeholders
• Types of services
• Internal and external providers
• Governance, risk management and service automation

Module 03: Introduction to Service Management Part 3
• Roles and responsibilities:
o Process owner
o Process manager
o Process practitioner
o Service owner
• RACI matrix
• Exercise: RACI Matrix
• Overview of service lifecycle

Module 04: Service Strategy Part 1
• Purpose, objectives and scope
• Value to the business
• Value creation through services
• Exercise: Utility and Warranty
• Patterns of business activity

Module 05: Service Strategy Part 2
• Service portfolio management
• Financial management
• Business relationship management

Module 06: Service Design Part 1
• Purpose, objectives and scope
• Identify service design processes
• Value of service design to the business
• Service design package
• Five aspects of service design

Module 07: Service Design Part 2
• Five aspects of service design continued
• Design of quality services
• The 4 Ps – People, processes, products and partners

Module 08: Service Design Part 3
• The service design processes
o Design coordination
o Service catalogue management

Module 09: Service Design Part 4
• Service Level Management
o Purpose, objectives and scope
o Service level requirements
o Definitions of terms
o SLA contents

Module 10: Service Design Part 5
• SLA structures
o Multi-level SLAs
• SLAM chart
• SLA review
• Service improvement plan
• Process interfaces
• Key Performance Indicators
• Role of the Service Level Manager
• Exercise: Service Level Agreement
• Exercise: Service Review
• Exercise: Service Level Manager

Module 11: Service Design Part 6
• Capacity management
o Purpose, objectives and scope
o Business capacity management
o Service capacity management
o Component capacity management
o Capacity plan

Module 12: Service Design Part 7
• Availability management
o Purpose, objectives and scope
o Definition and basic concepts
o Vital business functions
o Reliability
o Maintainability
o Serviceability
• Exercise: Availability for Service


Module 13: Service Design Part 8
• IT service continuity management
o Purpose, objectives and scope
o Business impact analysis
o Risk assessment
o ITSCM lifecycle


Module 14: Service Design Part 9
• Information security management
o Purpose, objectives and scope
• Supplier management
o Purpose, objectives and scope

Module 15: Service Transition Part 1
• Purpose, objectives and scope of Service Transition
• Value to business
• Transition planning and support
• Knowledge management

Module 16: Service Transition Part 2
• Service Asset and Configuration management
o Purpose, objectives and scope
o Key concepts
o Configuration items
o Configuration model
o CMS and DML
o Process activities

Module 17: Service Transition Part 3
• Purpose, objectives, scope and basic concepts
o Change documentation
o Change process models and workflows
o Service Change
o Change types (Normal, Standard and Emergency)

Module 18: Service Transition Part 4
• Change Advisory Board / Emergency Change Advisory Board
o Remediation Planning
o Seven Rs of change management

Module 19: Service Transition Part 5
• Release and deployment management
o Purpose, objectives and scope
o Release policy
o Release phases
o Early life support
o Release options

Module 20: Service Operation Part 1
• Purpose, objectives and scope of service operation
• Value to business
• Event management

Module 21: Service Operation Part 2
• Incident management
o Purpose, objectives and scope
o Incident management
o Basic concepts
o Exercise: Contents of an Incident Record
• Request Fulfilment

Module 22: Service Operation Part 3: Request Fulfillment
• Problem management
o Purpose, objectives and scope
o Concepts and process
• Access management
o Purpose, objectives and scope

Module 23: Service Operation Part 4
• Service Desk function
o Role and responsibilities
o Objectives
o Organisational structures

Module 24: Service Operation Part 5
• Technical management
• Application management
• IT Operations management
• Organizational overlaps
• Communication in operation

Module 25: Continual Service Improvement Part 1
• Purpose, objective and scope of CSI
• Value to the business
• CSI approach
• CSI register
• Plan Do Check Act – Deming Cycle

Module 26: Continual Service Improvement Part 2
• Understand role of measurement in CSI
• Seven step improvement process

Module 27: Competence and Training
• Competence and training
• ITIL certification scheme
• Mock examination

For more information, contact us or call 1-877-546-4446

Prerequisites

None.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the ITIL® Foundation examination, the candidate must have fulfilled the following requirements:

• Complete each video module of the course
• Achieve the recommended number of study hours - 18 hours
• Successfully pass the ITIL® Foundation exam

The ITIL® Foundation Exam is a 40 question multiple choice exam and you may take up to 60 minutes to complete it. Each question will have four possible answers. There is only one correct answer for each question, and no negative marking. A passing mark is 65% or higher (26/40). You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL® Foundations transcript page.

When you pass your exam you will receive 2 credits toward your ITIL® Expert certification. This course also qualifies for 8 PDU credits.

EXAM LOCATION
You may take your ITIL® exam through APMG or PeopleCert.

APMG: To take your exam with APMG send your course transcript along with full contact information (name, phone, email, postal address) to examinations@apmg-us.com. APMG will work with you to schedule your exam.  APMG offers web cam proctored exams and exams in local testing centers. Contact APMG at examinations@apmg-us.com to arrange for your exam.

PeopleCert: PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

EXIN: Exin offers online proctored exams for this course. You can purchase the exam at http://www.exin.com/NL/en/partnerpage/gogotraining to receive our special pricing.
 

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

View Your Course Transcript

Videos

There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Service Design - Accredited Training Today!

Your Price: $625

Start Learning ITIL® 2011: Service Design - Accredited Training Today!

Your Price: $625

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Exercise Guide
• Enlarged Slides (Updated 04/29/13)
• Sample Exam Papers (Updated 7/12)
• Training Plan
• Course Syllabus (Updated 7/12)
• 2011 Summary of Updates

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 21 contact hours required to sit for your exam.

This Service Design (SD) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Design environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision.  The Service Design course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

For information on how to take your ITIL® examination, see the certification section.

Objectives

As a result of taking this training, you will be able to:
•Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
•Describe basic Service Design Principles: Understand the common principles and guidelines that will influence the performance of SD processes, including service requirements, business requirements and drivers; requirement types and their management techniques; the principles and the five aspects of service design; business service management and service-oriented architectures; service design models
•Review Service Design Processes: Understand the managerial and supervisory aspects of the SD processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes, challenges, critical success factors and risks within each of the processes. The processes include:
•Design Coordination
•Service Catalog Management
•Service Level Management
•Availability Management
•Capacity Management
•IT Service Continuity Management
•Information Security Management
•Supplier Management
•Explore Technology and Implementation Considerations: Understand the role of technology to Service Design and explore concepts that have great impact on SD process implementation and service design activities

Related Training

• ITIL® 2011: Foundations - APMG Accredited
• ITIL® 2011: Service Operation - Loyalist Accredited
• ITIL® 2011: Service Strategy - Loyalist Accredited
• ITIL® 2011: Service Transition - Loyalist Accredited

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Service Design - Accredited Training Outline

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1
•Topic One: Components of the Service Lifecycle
•Topic Two: What is a Service?
•Topic Three: What Comprises Value?
•Topic Four: What is Service Management?
•A Process
•A Function
•Generic Roles

Module 03: Service Management as a Practice Part 2
•Purpose and Objectives of Service Design
•Scope of Service Design
•Generic SD Roles
•Service Design – Value to the Business
•SD Inputs and Outputs
•SD Challenges, Critical Success Factors, and Risks
•Key Concepts for Service Design

Module 04: Exercise: ITSM and Failure

Module 05: Service Design Principles Part 1
•Overview
•Balanced Design
•Service & Business Requirements
•Design Activities & Constraints

Module 06: Design Aspects Part 1
•The 5 Aspects of Service Design
•Designing Service Solutions
•Designing the Management Information Systems
•Designing the Technology and Architecture

Module 07: Design Aspects Part 2
•Designing Processes
•RACI Diagram
•Designing Measurement Systems and Metrics

Module 08: Design Aspects Part 3
•Service Oriented Architecture (SOA)
•Service Design Models
•Exercise: Designing Service Acceptance Criteria

Module 09: Design Coordination (DC)
•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs, Interfaces
•Metrics

Module 10: Service Catalog Management (SCatM) Part 1
•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 11: Service Catalog Management (SCatM) Part 2
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 12: Service Level Management (SLM) Part 1
•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 13: Service Level Management (SLM) Part 2
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Sample Service Catalog Entry
•Sample SLA
•Sample OLA

Module 14: Availability Management (AM) Part 1
•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview

Module 15: Availability Management (AM) Part 2
•Process Activities
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 16: Capacity Management (CapM) Part 1
•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 17: Capacity Management (CapM) Part 2
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 18: IT Service Continuity Management (ITSCM) Part 1
•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 19: IT Service Continuity Management (ITSCM) Part 2
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 20: Information Security Management (ISM) Part 1
•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 21: Information Security Management (ISM) Part 2
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 22: Supplier Management (SuppM)
•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Exercise: Supplier Management Process Flow

Module 23: Implementing Service Design
•General Implementation Considerations
•Implementation Framework
•Measurement of Service Design
•Prerequisites for Success (PFS)

Module 24: Requirements Engineering
•Requirement Types
•Requirement Investigation
•Documenting Requirements
•Requirements Catalogue

Module 25: Data, Information & Application Management
•Managing Data and Information
•Application Management
•Application Portfolio
•Application Design

Module 26: Service Management Technology
•Tools for Service Design
•Service Management Technology
•Tool Selection Process

 

For more information, contact us or call 1-877-546-4446

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Design certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the ITIL® Intermediate Qualification: Service Design examination, candidates shall fulfill the following requirements:

•At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
•A basic IT literacy and around 2 years IT experience are highly desirable
•Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
•It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Design publication in preparation for the examination.

The ITIL® Service Design exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification. This course also qualifies for 7 PDU credits.

EXAM LOCATION

You may take your ITIL® exam through Loyalist or PeopleCert.

Loyalist offers online proctored exams. When you register and pay for your exam session, you will receive instructions on how to connect to your proctor via webcam on the day of the exam. The exam price is the same if the students elect to use the On Line Proctor option for the web based exams. For complete details on how to take an exam with Loyalist, download this Loyalist Online Registration Information document. Note:  To take the exam remotely you will need to be in an enclosed room and have a printer available if you plan to printing the scenarios.

PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

View Your Course Transcript

Videos

There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Service Operation - Accredited Training Today!

Your Price: $625

Start Learning ITIL® 2011: Service Operation - Accredited Training Today!

Your Price: $625

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Enlarged Slides
• Exercise Guide
• Training Plan
• Sample Exam Papers (Updated 7/12)
• Course Syllabus (Updated 7/12)
• ITIL® 2011 Summary of Updates

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 21 contact hours required to sit for your exam.

Service Operation (SO) provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Operation environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment.

For information on how to take your ITIL® examination, see the certification section.

Objectives

As a result of taking this training, you will be able to:
•Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
•Explain the basic Service Operation Principles: Understand common principles and guidelines that influence the performance of SO processes/functions with a focus on operational support and improvement activities
•Identify Service Operation Processes & Functions: Understand the managerial and supervisory aspects of the SO processes as well as the operational activities shared across the lifecycle. Other areas of discussion include the roles and responsibilities, challenges, critical success factors and risks within each of the processes. The processes and function (in italics) include:
•Event Management
•Incident Management
•Request Fulfillment
•Problem Management
•Access Management
•Service Desk
•Technical Management
•IT Operations Management (IT Operations Control, Facilities Management)
•Application Management
•Discuss common Service Operation activities: Understand the role and the responsibilities of each of the activities (e.g., Monitoring and Control, Network Management, Storage and Archive, Desktop Support, Middleware Management, etc…) and their input to all lifecycle phases
•Explore Technology and Implementation Considerations: Understand the role of technology to Service Operation and explore concepts that have great impact on SO process/function implementation

Related Training

• Course: ITIL® 2011: Foundations - APMG Accredited
• Course: ITIL® 2011: Planning, Protection & Optimization - APMG Accredited
• Course: ITIL® 2011: Release, Control and Validation - APMG Accredited
• Course: ITIL® 2011: Service Transition – Loyalist Accredited
• Course: ITIL® 2011: Service Design – Loyalist Accredited
• Course: ITIL® 2011: Service Strategy – Loyalist Accredited

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Service Operation - Accredited Training Outline

Module 00: Course Introduction

Module 01: Exam Tips
•    Understanding the exam process
•    Exam questions and grading
•    Taking the exam
•    Using the practice exams
 

Module 02: Service Management as a Practice
•    Components of the Service Lifecycle
•    What is a Service?
•    What Comprises Value?
•    What is Service Management?
•    A Process
•    Generic Roles

Module 03: Overview of Service Operation (SO)
•    Purpose, Objectives, Scope of SO
•    SO – Value to the Business
•    Service Operation Challenges
•    Service Operation Critical Success Factors
•    Service Operation Risks

Module 04: Exercise: ITSM and Failure


Module 05: Service Operation Principles Part 1
•    Achieving Balance in Service Operation
•    Providing Good Service
•    Involvement in Other Lifecycle Phases
•    Operational Health
•    Communication

Module 06: Service Operation Principles Part 2
•    Documentation  
•    SO Inputs and Outputs
•    Generic Technology Considerations
•    Exercise: “That’s Good Enough for Me”

Module 07: Monitoring and Control Part 1
•    Monitor Control Loops
o    Simple
o    Complex
o    ITSM

Module 08: Monitoring and Control Part 2
•    Defining Objectives for Monitoring Control
•    Types of Monitoring and Reporting
•    Measurement, Metrics and KPIs

Module 09: Common SO Activities Part 1
•    IT Operations
•    Server & Mainframe Management and Support
•    Network Management
•    Storage & Archive
•    Database Administration
•    Directory Services Management
•    Desktop & Mobile Device Support
•    Middleware Management
•    Internet/Web Management
•    Facilities & Data Center Management

Module 10: Common SO Activities Part 2
•    Operational Activities in other Lifecycle Phases
•    Improvement of Operational Activities

Module 11: EXERCISE: ITSM Monitor Control Loop


Module 12: Event Management Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 13: Event Management Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Designing for Event Management
•    Technology Consideration

Module 14: Request Fulfillment (RF)
•    Purpose/Objective/Scope
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 15: Request Fulfillment (RF) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 16: Incident Management (IM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 17: Incident Management (IM) Part 2
•    Triggers, Inputs/Outputs &Interfaces
•    Metrics
•    Technology Considerations

Module 18: Problem Management (PM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 19: Problem Management (PM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 20: Access Management (AccM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 21: Access Management (AccM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technical Considerations
•    
Module 22:  Service Desk (SD) Part 1
•    SD – Purpose/Goal/Objective
•    Role of the Service Desk
•    Organizational Structures

Module 23:  Service Desk (SD) Part 2
•    Staffing Options
•    Management Roles
•    Metrics
•    Outsourcing

Module 24: Technical Management (TM)
•    Technical Management Role
•    Activities
•    Design/Maintenance/Support
•    Management Roles
•    Metrics
•    Documentation

Module 25: IT Operations Management (ITOM)
•    Operations Management Role
•    Management Roles
•    Metrics
•    Documentation

Module 26: Application Management (AM)
•    Application Management Role
•    Activities
•    Application Management Lifecycle
•    Application Management Organization
•    Management Roles
•    Metrics
•    Documentation

Module 27: SO Organizational Structures
•    Technical Specialization
•    Activity, Process and Geography Based
•    Hybrid

Module 28: Implementation Considerations
•    Managing Change
•    SO & Project Management
•    Assessing & Managing Risk
•    Operational Staff in Service Design & Transition
•    Planning & Implementing SM Technologies

For more information, contact us or call 1-877-546-4446

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Operation certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the ITIL® Intermediate Qualification: Service Operation examination, candidates shall fulfill the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination.

The ITIL® Service Operation exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification. This course also qualifies for 7 PDU credits.

EXAM LOCATION

You may take your ITIL® exam through Loyalist or PeopleCert.

Loyalist offers online proctored exams. When you register and pay for your exam session, you will receive instructions on how to connect to your proctor via webcam on the day of the exam. The exam price is the same if the students elect to use the On Line Proctor option for the web based exams. For complete details on how to take an exam with Loyalist, download this Loyalist Online Registration Information document. Note:  To take the exam remotely you will need to be in an enclosed room and have a printer available if you plan to printing the scenarios.

PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

View Your Course Transcript

Videos

There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

Your Price: $625

Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

Your Price: $625

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Exercise Guide
• Enlarged Slides
• Training Plan
• Sample Exam Papers (Updated 7/12)
• Course Syllabus (Updated 7/12)
• Summary of Updates

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 21 contact hours required to sit for your exam.

This Service Strategy (SS) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Strategy environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

For information on how to take your ITIL® examination, see the certification section.

Objectives

As a result of taking this training, you will be able to:
• Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
• Explain basic Service Strategy Principles: Understand the key concepts, common principles and guidelines that will influence the performance of SS processes
• Identify Service Strategy Processes: Understand the managerial and supervisory aspects of the SS processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes), challenges, critical success factors and risks within each of the processes. The processes include:
• Strategy Management for IT Services
• Service Portfolio Management
• Financial Management for IT Services
• Demand Management
• Business Relationship Management
• Describe Governance & Organizing Service Strategy: Understand the role and impact of governance to the delivery of appropriate and effective services as well as the organizational requirements for strategy development
• Explore Technology and Implementation Considerations: Understand the role of technology to Service Strategy and explore concepts that have great impact on SS process implementation

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Service Strategy - Accredited Training Outline

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

• Components of the Service Lifecycle
• What is a Service?
• What Comprises Value?
• What is Service Management?
• Processes
• Generic Roles

Module 03: Service Management as a Practice Part 2

• Purpose & Objectives of Service Strategy
• Value to the Business
• Service Strategy Inputs/Outputs
• SS Challenges, Risks, CSFs

Module 04: Exercise: ITSM and Failure

Module 05: Strategy and Services

• Deciding a Strategy
• Four Ps of Strategy

Module 06:  Services and Value

• Service Breakdown
• Value
• Utility & Warranty

Module 07: Customers and Service Providers

• Customer & Service Assets
• Service Providers

Module 08: Defining Services

• Steps to Define Services
• Strategies for Customer Satisfaction
• KANO model

Module 09: Service Economics

• ROI
• The Business Case
• Business Impact Analysis (BIA)

Module 10: Sourcing Strategies

• Sourcing Structures
• Outsourcing
• Sourcing Governance

Module 11: Strategy Management for IT Services (StM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Activities

Module 12: Strategy Management for IT Services (StM) Part 2

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 13: Service Portfolio Management (SPM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts Part 1

Module 14: Service Portfolio Management (SPM) Part 2

• Policies/Principles/Basic Concepts Part 2
• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 15: Financial Management (FM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 16: Financial Management (FM) Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Exercise: Cost Model for Desktop Deployment

Module 17: Demand Management (DM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Activities

Module 18: Demand Management (DM) Part 2

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 19: Business Relationship Management (BRM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 20: Business Relationship Management (BRM) Part 2

• Activities
• Roles Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Exercise: Melchester PBAs/UPs

Module 21: Governance & Organizations Part 1

•  Governance Basics
•  Governance Framework
•  Service Strategy & Governance

Module 22: Governance & Organizations Part 2

• Organizational Development
• Organizational Departmentalization
• Organizational Design

Module 23: Implementation & Technology Part 1

• Implementing Service Strategy
• Strategy Implementation via the Lifecycle
• Strategy Impact on Lifecycle Phases

Module 24: Implementation & Technology Part 2

• Service Automation
• Service Interfaces

For more information, contact us or call 1-877-546-4446

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Strategy certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the ITIL® Intermediate Qualification: Service Transition examination, candidates shall fulfill the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Strategy publication in preparation for the examination.

The ITIL® ServiceStrategy exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification. This course also qualifies for 7 PDU credits.

EXAM LOCATION

You may take your ITIL® exam through Loyalist or PeopleCert.

Loyalist offers online proctored exams. When you register and pay for your exam session, you will receive instructions on how to connect to your proctor via webcam on the day of the exam. The exam price is the same if the students elect to use the On Line Proctor option for the web based exams.For complete details on how to take an exam with Loyalist, download this Loyalist Online Registration Information document. Note:  To take the exam remotely you will need to be in an enclosed room and have a printer available if you plan to printing the scenarios.

PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

View Your Course Transcript

Videos

There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Service Transition - Accredited Training Today!

Your Price: $625

Start Learning ITIL® 2011: Service Transition - Accredited Training Today!

Your Price: $625

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Exercise Guide
• Enlarged Slides
• Sample Exam Papers (Updated 7/12)
• Training Plan
• Course Syllabus (Updated 7/12)
• 2011 Summary of Updates

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 21 contact hours required to sit for your exam.

This Service Transition (ST) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Transition environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. It has a number of study units and supporting exercises that reinforce the knowledge gained.

For information on how to take your ITIL® examination, see the certification section.

Objectives

As a result of taking this training, you will be able to:
•    Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
•    Identify basic Service Transition Principles: Understand the common principles and guidelines that will influence the performance of ST processes with a concentrated focus on managing the plan, build, test and implementation activities
•    Explain Service Design Processes: Understand the managerial and supervisory aspects of the ST processes. Other areas of discussion include the roles and responsibilities, challenges, critical success factors and risks within each of the processes. The processes include:
•    Transition Planning and Support
•    Change Management
•    Service Asset and Configuration Management
•    Release and Deployment Management
•    Service Validation and Testing
•    Change Evaluation
•    Knowledge Management
•    Organize Service Transition: Understand the role and the responsibilities of each of the activities and their input to all lifecycle phases; managing people through the transition activities; improving the transition activities
•    Explore Technology and Implementation Considerations: Understand the role of technology to Service Transition and explore concepts that have great impact on ST process implementation

Related Training

• ITIL® 2011: Foundations - APMG Accredited
• ITIL® 2011: Service Operation - Loyalist Accredited
• ITIL® 2011: Service Design - Loyalist Accredited

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Service Transition - Accredited Training Outline

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

• Components of the Service Lifecycle
• What is a Service?
• What Comprises Value?
• What is Service Management?
• A Process
• Generic Roles

Module 03: Service Management as a Practice Part 2

• Purpose & Objectives of Service Transition
• Scope of Service Transition
• Value to the Business
• ST Inputs & Outputs
• ST Challenges, Risks, CSFs
• Key Concepts for Service Transition

Module 04: Exercise: ITSM and Failure

Module 05: Service Transition (ST) Policies

• Review
• Policies for Service Transition

Module 06: Managing ST

• Managing Difficult Situations
• Optimizing ST Performance
• Technology Specific to Service Transition
• Exercise: Writing Policy Statements

Module 07: Transition Planning & Support (TPS) Part 1

• Overview
• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview

Module 08: Transition Planning & Support (TPS) Part 2

• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 09: Change Management (ChM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 10: Change Management (ChM) Part 2

• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Common Metrics
• Challenges & Risk
• Process Roles

Module 11: Service Asset & Configuration Management (SACM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 12: Service Asset & Configuration Management (SACM) Part 2

• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 13: Release & Deployment Management (RDM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 14: Release & Deployment Management (RDM) Part 2

• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles
• Exercise: Early Life Support Criteria

Module 15: Service Validation & Testing (SVT) Purpose and Objectives

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 16: SVT Testing

• Test strategy
• Test model
• Types of Testing

Module 17: SVT Process

• Process Activities
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 18: Change Evaluation (ChE)

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 19: Knowledge Management (KM)

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Process Roles

Module 20: Managing People through Service Transitions Part 1

• Managing Communication
• Organizational & Stakeholder Change
• STs Role in Organizational Change

Module 21: Managing People through Service Transitions Part 2

• Assessing Organizational Readiness
• How to deal with Change
• Stakeholder Management

Module 22: Organizing, Implementing & Improving Service Transition

• Organizing for Transition
• Generic ST Roles
• ST Relationship with Lifecycle Phases
• Implementing Service Transition
• Summary

For more information, contact us or call 1-877-546-4446

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Transition certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the ITIL® Intermediate Qualification: Service Transition examination, candidates shall fulfill the following requirements:

•    At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
•    A basic IT literacy and around 2 years IT experience are highly desirable
•    Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
•    It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Transition publication in preparation for the examination.

The ITIL® Service Transition exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification. This course also qualifies for 5 PDU credits.

EXAM LOCATION

You may take your ITIL® exam through Loyalist or PeopleCert.

Loyalist offers online proctored exams. When you register and pay for your exam session, you will receive instructions on how to connect to your proctor via webcam on the day of the exam. The exam price is the same if the students elect to use the On Line Proctor option for the web based exams. For complete details on how to take an exam with Loyalist, download this Loyalist Online Registration Information document. Note:  To take the exam remotely you will need to be in an enclosed room and have a printer available if you plan to printing the scenarios.

PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

View Your Course Transcript

Videos

There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

Your Price: $625

Start Learning ITIL® 2011: Continual Service Improvement – Accredited Training Today!

Your Price: $625

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Exercise Guide
• Exercise Answer Guide
• Sample Papers (Updated 8/12)
• CSI Figures
• Training Plan
• Course Syllabus (Updated 7/12)
• ITIL 2011 Summary of Updates

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 21 contact hours required to sit for your exam.

This APMG accredited training program is for individuals seeking specialist certification in ITIL® Continual Service Improvement practice area. In order to sit for the Continual Service Improvement exam you need to have passed your ITIL® Foundation exam as this course builds on the general principles covered in the ITIL® Foundation course and have completed an accredited Continual Service Improvement training course.

In this course ITIL Expert Helen Morris will walk you through the lifecycle aspects of Continual Service Improvement (CSI) from a managerial/supervisory perspective, including CSI principles, activities and technology considerations. Helen will also provide an overview of the CSI Process give you a strong understanding of the interfaces between CSI and the other stages of the ITIL® Service Lifecycle.

For information on how to take your ITIL® examination, see the certification section.

Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organisation for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical success factors and risks

Related Training

• Course: ITIL® 2011: Foundations - APMG Accredited
• Course: ITIL® 2011: Planning, Protection & Optimization - APMG Accredited
• Course: ITIL® 2011: Release, Control and Validation - APMG Accredited
• Podcast: ITIL: Kotter’s 8 Step Change Model and CSI

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Continual Service Improvement – Accredited Training Outline

Module 00: Course Introduction

Module 01: Introduction to CSI

• Continual Service Improvement in the Lifecycle
• Purpose and Objectives of Continual Service Improvement
• The scope of Continual Service Improvement
• The approach to Continual Service Improvement
• Exercise CSI Basics

Module 02: The approach to CSI

• The CSI Approach

Module 03: CSI Interfaces

• CSI interface to Service Strategy
• CSI interface to Service Design
• CSI interface to Service Transition
• CSI interface to Service Operation
• CSI throughout the Lifecycle

Module 04: Continual Service Improvement Principles: Part 1

• Understanding Change
• CSI and Service Level Management
• The Deming Cycle

Module 05: Continual Service Improvement Principles: Part 2

• Service Measurement – Baselines
• Value of Measurement to the Business
• The 7 step Improvement Process

Module 06: Continual Service Improvement Principles: Part 3

• Knowledge Management
• Benchmarks
• Governance

Module 07: Continual Service Improvement Principles: Part 4

• Frameworks
• Models
• Standards
• Quality Systems

Module 08: Continual Service Improvement Process: Part 1

• Importance and use of Configuration Items
• The Configuration Management System
• Secure Libraries & DML

Module 09: Continual Service Improvement Process: Part 2

• Steps 4 to 7 of the 7 step process
• Exercise – 7 step process

Module 10: Continual Service Improvement Process: Part 3

• CSI Integration
• Exercise – Lifecycle integration

Module 11: CSI Methods and Techniques: Part 1

• Assessment
• Exercise – Assessment
• Gap Analysis

Module 12: CSI Methods and Techniques: Part 2

• Benchmarking
• Exercise – Benchmarking
• Balanced Scorecard
• Exercise – Balanced Scorecard
• SWOT analysis
• Exercise – SWOT Analysis

Module 13: CSI Methods and Techniques: Part 3

• Service Reporting
• Interpreting Metrics

Module 14: CSI Methods and Techniques: Part 4

• Metrics and Measurement
• KPIs

Module 15: CSI Methods and Techniques: Part 5

• Return on Investment (ROI)
• Exercise – ROI challenges
• Establishing a Business Case
• Business questions for CSI
• Exercise – Business questions for CSI
• Relationship between CSI and SLM

Module 16: CSI Methods and Techniques: Part 6

• Availability Management
• Exercise – Availability management

Module 17: CSI Methods and Techniques: Part 7

• Capacity Management
• Exercise – Capacity management

Module 18: CSI Methods and Techniques: Part 8

• IT Service Continuity Management
• Risk Management
• Problem Management and CSI

Module 19: Organisation for CSI: Part 1

• CSI Roles and Responsibilities
• CSI Activities
• Exercise – Roles involved in the 7 steps

Module 20: Organisation for CSI: Part 2

• Responsibilities, skills and competencies Service Manager
• Responsibilities, skills and competencies CSI Manager
• Responsibilities, skills and competencies Service Owner
• RACI for CSI
• Exercise Comparison of CSI Manager, Service Level Manager and Service Owner

Module 21: Technology for CSI

• IT service management suites
• System and network management
• Event management
• Automated Incident and Problem resolution
• Perrformance Management
• Statistical Analysis tools
• Project and Portfolio Management
• Financial management
• Business Intelligence reporting

Module 22: Implementing Continual Service Improvement: Part 1

• Where to start
• The role of Governance to CSI
• The effect of Organizational Change for CSI
• Exercise - The effect of Organizational Change for CSI

Module 23: Implementing Continual Service Improvement: Part 2

• A Communications strategy and Plan
• Exercise - A Communications strategy and Plan

Module 24: Critical Success Factors and Risks: Part 1

• Challenges
• Critical Success Factors
• Risks

Module 25: Critical Success Factors and Risks: Part 2

• Benefits
• Exercise - Benefits
• Costs

Module 26: Exam Preparation Part 1

• About the exam
• Exam documentation

Module 27: Exam Preparation Part 2

• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam

For more information, contact us or call 1-877-546-4446

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Continual Service Improvement certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the ITIL® Intermediate Qualification: Continual Service Improvement examination, candidates shall fulfil the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Continual Service Improvement publication in preparation for the examination, specifically Chapter 2: Service management as a practice

The ITIL® Continual Service Improvement exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification. This course also qualifies for 7 PDU credits.

EXAM LOCATION
You may take your ITIL® exam through APMG or PeopleCert.

APMG: To take your exam with APMG send your course transcript along with full contact information (name, phone, email, postal address) to examinations@apmg-us.com. APMG will work with you to schedule your exam.  APMG offers web cam proctored exams and exams in local testing centers. Contact APMG at examinations@apmg-us.com to arrange for your exam.
 

PeopleCert: PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

 

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

View Your Course Transcript

Videos

There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Operational Support & Analysis - Accredited Training Today!

Your Price: $795

Start Learning ITIL® 2011: Operational Support & Analysis - Accredited Training Today!

Your Price: $795

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Exercise Guide
• Sample Papers 1
• Sample Papers 2
• Training Plan
• Course Syllabus
• Summary of Updates

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 30 contact hours required to sit for your exam.

The course builds on the general principles covered in the ITIL® Foundation course. It covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. It includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle and specifically in the following ITIL process, role and function areas:
• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
• Service Desk
• Technical Management
• IT Operations Management
• Application Management

For information on how to take your ITIL® examination, see the certification section.

Objectives

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:
• Service Management as a Practice
• Service Operation Principles
• The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
• How to measure ITIL Operational Support and Analysis
• The importance of IT Security and its contributions to ITIL Operational Support and Analysis
• Understanding the technology and implementation considerations surrounding ITIL Operational
• Support and Analysis
• The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis
• Specific emphasis on the Service Operation Lifecycle processes and roles included in:
• Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
• Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
• Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
• Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
• Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
• Operational activities of processes covered in other Lifecycle stages such as:
o Change Management
o Service Asset and Configuration Management
o Release and Deployment Management
o Capacity Management
o Availability Management
o Knowledge Management
o Financial Management for IT Services, and
o IT Service Continuity Management
• Organizing for Service Operation which describe functions to be performed within the Service
• Operation and Support such as Service Desk, Technical Management, IT Operations
• Management and Application Management

Related Training

• Course: ITIL® 2011: Foundations - APMG Accredited
• Course: ITIL® 2011: Planning, Protection & Optimization - APMG Accredited
• Course:ITIL® 2011: Release, Control and Validation - APMG Accredited
• Course: ITIL® 2011: Continual Service Improvement – APMG Accredited

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Operational Support & Analysis - Accredited Training Outline

Module 00: Course Introduction

Module 01: Introduction to ITIL

• ITIL Background
• Recurring ITIL Themes
• Source of Issues
• Lifecycle and OSA

Module 02: OSA Supporting the Lifecycle

• Purpose, principles and objectives
• Value to business
• Optimising SO performance
• Processes and functions in SO

Module 03: Service Operation Processes Part 1 - Event Management

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods & techniques
• Triggers, inputs and outputs

Module 04: Service Operation Processes Part 2 - Event Management

• Information Management & Metrics
• Example Metrics
• Challenges, CSFs and risks

Module 05: Service Operation Processes Part 3 - Incident Management

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods and techniques

Module 06: Service Operation Processes Part 4 - Incident Management

• Triggers, inputs and outputs
• Information Management & Metrics
• Challenges, CSFs and risks

Module 07: Service Operation Processes Part 5 - Request Fulfilment

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods and techniques
• Triggers, inputs and outputs
• Information Management & Metrics
• Challenges, CSFs and risks
• Exercise 2 – Incidents vs Requests

Module 08: Exercise: Request Fulfillment Process

Module 09: Service Operation Processes Part 6 - Problem Management

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods and techniques

Module 10: Service Operation Processes Part 7 - Problem Management

• Investigation and Diagnosis
• Analysis
• Problem Resolution

Module 11: Service Operation Processes Part 8 - Problem Management

• Triggers, inputs and outputs
• Information Management & Metrics
• Challenges, CSFs and risks
• Exercise 3 – Problem Analysis

Module 12: Exercise: Problem Analysis Review

Module 13: Service Operation Processes Part 9 Access Management

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods and techniques
• Triggers, inputs and outputs
• Information Management & Metrics
• Challenges, CSFs and risks
• Exercise 4 – Access Control

Module 14: Exercise: Access Control Review

Module 15: Service Operation Functions Part 1 Service Desk

• The functions and areas and where they overlap
• The Service Desk
• Role and objectives
• Organisational structures
• Environment
• Staff, skills and knowledge required
• Training and staff retention
• Metrics
• Customer satisfaction
• Outsourcing

Module 16: Service Operation Functions Part 2 Technical Management Functions

• Objective and role
• Generic activities
• Organisation
• Design, maintenance and support
• Metrics
• Documentation

Module 17: Service Operation Functions Part 3 IT Operations & Application Management Functions

• Role
• Objectives
• Activities

Module 18: Technology and Implementation Considerations Part 1

• Technology Considerations
• Generic requirements
• Tool evaluation process
• Exercise 5 – Tool Requirements

Module 19: Exercise: Tool Requirements Review

Module 20: Technology and Implementation Considerations Part 2

• Implementation project, risk and staffing practices
• Challenges and CSFs
• Technologies
• Deployments

Module 21: OSA Exam Preparation Part 1

• Why Take the exam
• he intermediate qualification
• The ITIL credit system
• About the exam
• Exam documentation
• Hints and tips

Module22: OSA Exam Preparation Part 2

• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam

For more information, contact us or call 1-877-546-4446

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Operational Support & Analysis certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the ITIL Intermediate Qualification: Operational Support & Analysis examination, the candidate must have fulfilled the following requirements:
• At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
• There is no minimum requirement but 2-4 years IT Service Management experience is highly desirable.
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) Foundation plus the bridging certificate.

It is also recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Management Practice core guideline publications including the Operation Support and Analysis publication to prepare for the examination.

The ITIL Operational Support and Analysis Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Operation Support and Analysis transcript page.

When you pass your exam you will receive 4 credits toward your ITIL Expert certification. This course also qualifies for 8 PDU credits.

EXAM LOCATIONS
You may take your ITIL® exam through APMG or PeopleCert.

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: examinations@apmg-us.com. The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price and then authorize you to take the exam at the PSI Exam Center most convenient for you.

PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

View Your Course Transcript

Videos

There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Planning, Protection & Optimization - Accredited Training Today!

Your Price: $795

Start Learning ITIL® 2011: Planning, Protection & Optimization - Accredited Training Today!

Your Price: $795

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Exercise Guide
• Exercise Answer Guide
• Sample Exam Papers (Updated 7/12)
• 4.4 Demand Management Extract
• Service Strategy 5.5 Demand Management
• Training Plan
• Course Syllabus (Updated 7/12)
• ITIL 2011 Summary of Updates

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 30 contact hours required to sit for your exam.

This APMG accredited training program is for individuals seeking specialist certification in the ITIL® Planning, Protection and Optimization practice area. In order to sit for the Planning, Protection and Optimization exam you need to have passed your ITIL® Foundation exam as this course builds on the general principles covered in the ITIL® Foundation course and have completed an accredited Planning, Protection and Optimization course.

In this course ITIL Expert Helen Morris gives you all the tools you need to fully understand the process aspects of Planning, Protection and Optimization from a practical perspective. You will delve into key ITIL process and role areas including capacity management, availability management, IT service continuity management, information security management and demand management.

For information on how to take your ITIL® examination, see the certification section.

Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization
• Capacity Management as a capability to realize successful service design
• Availability Management as a capability to realize successful service design
• IT Service Continuity Management as a capability to support overall Business Continuity Management
• Information Security Management as part of the overall corporate governance framework
• Planning, Protection and Optimization roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

And specifically in the following key ITIL process and role areas:
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Demand Management
• Challenges, Critical Success Factors and risks for Planning, Protection and Optimization

Related Training

• ITIL® 2011: Foundations
• ITIL® 2011: Release, Control and Validation
• ITIL® 2011: Continual Service Improvement

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Planning, Protection & Optimization - Accredited Training Outline

Module 00: Course Introduction

Module 01: Introduction to PPO

• Service Management as a practice
• The concept of Service, its value proposition and composition
• The functions and process across the Lifecycle
• The role of the processes in the Service Lifecycle
• How Service Management creates business value
• How the processes within Planning, Protection and Optimization practices support the Service Lifecycle, including their roles and responsibilities

Module 02: Capacity Management

• Capacity Management basic principles
• Business Capacity Management
• Service Capacity Management
• Component Capacity Management
• Exercise – the Capacity Plan

Module 03: Capacity Management Activities

• Reactive and proactive activities
• Business Capacity Management activities
• Service Capacity Management activities
• Component Capacity Management activities
• Exercise – underpinning activities

Module 04: Capacity Management Methods and Techniques Part 1

• Threshold, Workload and Demand Management
• Modelling and Trending
• Application Sizing

Module 05: Capacity Management Methods and Techniques Part 2

• Triggers, inputs, outputs and interfaces
• The CMIS and its role in information management
• CSFs and KPIs
• Challenges and Risks

Module 06: Availability Management: Part 1

• The purpose, goal and objectives of Availability Management
• The scope of Availability Management
• The importance of Availability Management as a process to generate business value
• Availability Management policies, principles and basic concepts

Module 07: Availability Management: Part 2

• Availability Management activities, methods and techniques
• Availability Exercise, Part 1 - Planning for Availability
• Availability Exercise, Part 2 - Testing the Plan against Typical Events

Module 08: Availability Management: Part 3

• Fault Tree Analysis
• Risk Analysis Management
• Modelling
• Component Failure Impact Analysis
• Availability Exercise - CFIA
• Triggers, inputs and outputs of Availability Management
• Interface with other processes
• How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Availability Management

Module 09: IT Service Continuity Management: Part 1

• ITSCM purpose, objectives and scope
• ITSCM Value to business
• ITSCM Basic principles
• ITSCM process Stage 1 - Initiation

Module 10: IT Service Continuity Management: Part 2

• ITSCM process Stage 2 – Requirements and Strategy

Module 11: IT Service Continuity Management: Part 3

• ITSCM process Stage 3 – Implementation
• Exercise – the ITSCM Plan

Module 12: IT Service Continuity Management: Part 4

• ITSCM process Stage 4 – On-going operation
• Process triggers, inputs and outputs
• Information Management
• Service Continuity Management

Module 13: Information Security Management: Part 1

• Purpose, goal and objectives
• Scope
• The importance of Information Security Management as a process to generate business value
• Information Security Management policies, principles and basic concepts
• Information Security Management Exercise - Create a draft Security Policy for your own organization
• The main activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimization

Module 14: Information Security Management: Part 2

• Key Activities
• Methods and Techniques
• Security

Module 15: Information Security Management: Part 2

• Triggers, inputs and outputs
• Interface with other processes
• Using and Applying key metrics

Module 16: Demand Management: Part 1

• Key concepts of Demand Management
• Activity based Demand Management

Module 17: Demand Management: Part 2

• Patterns of Business Activity
• Exercise – identify Patterns of Business Activity
• User Profiles
• Exercise – matching user profiles

Module 18: Demand Management Part 3: Service Packages

• Core Service Packages
• Triggers, inputs, outputs and interfaces
• CSFs & KPIs
• Challenges, Risks

Module 19: Roles and Responsibilities Part 1

• Capacity Management
• Availability Management

Module 20: Roles and Responsibilities Part 2

• ITSCM Management
• Information Security Management

Module 21: Technology and Implementation Considerations: Part 1

• The evaluation criteria for technology and tooling for process implementation
• The good practices for practice and process implementation
• The challenges, Critical Success Factors and risks related to implementing practices and processes

Module 22: Technology and Implementation Considerations: Part 2

• The challenges, Critical Success Factors and risks related to implementing practices and processes - continued
• How to plan and implement Service Management technologies
• The consideration for implementing technologies in supporting the processes within PPO practice, especially designing technology architectures

Module 23: Exam Preparation: Part 1

• About the exam
• Exam documentation

Module 24: Exam Preparation: Part 2

• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam

For more information, contact us or call 1-877-546-4446

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Planning, Protection & Optimization certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the examination leading to the ITIL® Planning, Protection and Optimization Certificate, the candidate must fulfil the following requirements:
• Have undertaken at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• 2 to 4 years’ professional experience working in IT service management is highly desirable
• Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is also recommended that candidates should complete a minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL Service Design core guide, specifically Chapter 2: Service management as a practice.

The ITIL® Planning, Protection and Optimization Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 4 credits toward your ITIL® Expert certification. This course also qualifies for 6 PDU credits.

EXAM LOCATION
You may take your ITIL® exam through APMG or PeopleCert.

APMG: To take your exam with APMG send your course transcript along with full contact information (name, phone, email, postal address) to examinations@apmg-us.com. APMG will work with you to schedule your exam.  APMG offers web cam proctored exams and exams in local testing centers. Contact APMG at examinations@apmg-us.com to arrange for your exam.

PeopleCert: PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.
 

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

View Your Course Transcript

Videos

There are several great features that come with this course. The Course Transcript tracks your progress and allows you to pick up where you left off. You can view or email your transcript. The course comes with documentation found in Downloads Tab. You have access to the course and all videos for 1 year. Full screen viewing option available (see icon on bottom right corner of video).

Start Learning ITIL® 2011: Release, Control and Validation - Accredited Training Today!

Your Price: $795

Start Learning ITIL® 2011: Release, Control and Validation - Accredited Training Today!

Your Price: $795

Course Materials

Want to be able to access these helpful materials? Contact Us!

• Student Guide
• Exercise Guide
• Exercise Answer Guide
• Sample Exam Papers (Updated 7/12)
• Request Fulfillment Extract
• Training Plan
• Course Syllabus (Updated 7/12)
• ITIL 2011 Summary of Updates

Related Links

• Course Survey

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 30 contact hours required to sit for your exam.

This APMG accredited training program is for individuals seeking specialist certification in the ITIL® Release, Control and Validation practice area. In order to sit for the Release, Control and Validations exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course and have completed an accredited Release, Control and Validation course.

You will be guided through the material by expert instructor Helen Morris. Helen covers the process aspects of Release, Control and Validation from a practical perspective and covers the following key ITIL process and role areas: Change Management; Release and Deployment Management; Service Validation and Testing; Service Asset and Configuration Management; Knowledge Management; Request Fulfillment and Evaluation.

For information on how to take your ITIL® examination, see the certification section.

Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
• The importance of Service Management as a Practice concept and Service Transition Principles, Purpose and Objective
• The importance of ITIL® Release, Control and Validation while providing service
• How all processes in ITIL® Release, Control and Validation interact with other Service Lifecycle Processes
• What are the processes, activities, methods and functions used in each of the ITIL® Release, Control and Validation processes
• How to use the ITIL® Release, Control and Validation processes, activities and functions to achieve operational excellence
• How to measure ITIL® Release, Control and Validation
• The importance of IT Security and its contributions to ITIL® Release, Control and Validation
• The technology and implementation considerations surrounding ITIL® Release, Control and Validation
• Change Management as a capability to realize successful service transition
• Service Validation and Testing as a capability to assure the integrity and the quality of service transition
• Service Asset and Configuration Management as a capability to monitor the state of service transition
• Knowledge Management as part of enhancing the on-going management decision support and service delivery capability
• Request Fulfillment and Evaluation to assure meeting committed service level performance
• Release Control and Validation process roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and Risks associated to ITIL® Release, Control and Validation

Related Training

• Course: ITIL® 2011: Foundations - APMG Accredited
• Course: ITIL® 2011: Planning, Protection & Optimization - APMG Accredited
• Course: ITIL® 2011: Continual Service Improvement

For more information, contact us or call 1-877-546-4446

ITIL® 2011: Release, Control and Validation - Accredited Training Outline

Module 00: Course Introduction

Module 01: Introduction to RCV: Part 1
• Purpose and objectives of Service Transition
• How Release, Control and Validation processes support the Service Lifecycle

Module 02: Introduction to RCV: Part 2
• Scope of the Service Transition Lifecycle in relation to the RCV processes, its value to the business and how the RCV processes interact with processes within other Lifecycle stages
• Developing an effective service transition strategy
• The key initiatives that are important for an effective preparation for service transition
• The approach and best practices in planning and coordinating service transition activities

Module 03: Change Management: Part 1
• Purpose, goal and objectives of the change management process and its practical application within a business environment
• Scope of the Change Management process
• The business value of change management and some practical examples
• Change Management policies
• Design and planning considerations
• Types of change request and describe them using examples by Service Lifecycle stage
• Exercise: Planning Change Management

Module 04: Change Management: Part 2
• Typical activities of managing Changes and describe workflow of processing different types of change requests
• The methods and techniques associated with each major change management activity
• Exercise: Request for Change Form

Module 05: Change Management: Part 3
• The methods and techniques associated with each major change management activity – continued
• Exercise: Change Advisory Board Agenda

Module 06: Change Management: Part 4
• The Change Management process triggers, inputs, outputs and interfaces with other processes
• How Change Management can be effectively measured, and example of types of metrics and their applications
• Typical Change Management activities performed on a day-to-day basis during the Service Operation Lifecycle stage
• The relationship between Continual Service Improvement and organizational change
• Exercise: Change Management Process Measures

Module 07: Service Asset and Configuration Management: Part 1
• The objective, scope, purpose and goal of SACM
• The importance of SACM as a process to generate business value
• SACM policies, principles and basic concepts, activities, methods and techniques.

Module 08: Service Asset and Configuration Management: Part 2
• The importance and use of Configuration Items (CIs)
• Tools, activity models, CMS back-ups and historical data.

Module 09: Service Asset and Configuration Management: Part 3
• The use of a Configuration Management System (CMS), and its major components, in supporting the effective execution of SACM process
• The key SACM process activities, tools, models and deliverables for executing each of these activities
• Exercise: Configuration Plan and Configuration Documentation

Module 10: Service Asset and Configuration Management: Part 4
• The key SACM process activities, tools, models and deliverables for executing each of these activities - continued
• The considerations for retaining CMS back-up and historical data for business purposes
• How the SACM process can be effectively measured, and examples of metrics and their application
• Typical SACM activities performed on a daily basis by Service Operation

Module 11: Service Validation and Testing: Part 1
• The purpose, goal and objectives of the SVT process
• The scope of the SVT process
• How policies can drive and support the execution of the SVT process, and practical examples of such policies
• Various test models, their objectives and test conditions and examples of validation conditions
• Exercise: Test Models

Module 12: Service Validation and Testing: Part 2
• Various validation and testing perspectives, their purposes and the stakeholder groups’ requirements to be addressed
• The use of test levels and test models to help with building quality service deliverables during the early stage of the service development lifecycle

Module 13: Service Validation and Testing: Part 3
• The key activities of the SVT process, the underlying method and techniques in performing each step

Module 14: Service Validation and Testing: Part 4
• The SVT process triggers, inputs, outputs and interfaces with other processes
• The practices of maintaining test data and test environments in respect of changing test requirements
• How the SVT processes can be measured in terms of business value contribution and internal efficiency, and examples of metrics
• Exercise: SVT KPIs

Module 15: Release and Deployment Management: Part 1
• The purpose, goal, objectives and scope of the RDM process
• The RDM process triggers, inputs, outputs and interfaces with other processes

Module 16: Release and Deployment Management: Part 2
• The concept of a Release Unit, Release design options and considerations

Module 17: Release and Deployment Management: Part 3
• The concept of a Release Unit, Release design options and considerations continued
• The overall approach for RDM planning. Planning considerations such as pass/fail criteria. Release build and test, pilots, deployment, logistics, delivery and financial considerations
• Exercise: Defining levels of configuration for building and testing

Module 18: Release and Deployment Management: Part 4
• The overall approach for RDM planning. Planning considerations such as pass/fail criteria. Release build and test, pilots, deployment, logistics, delivery and financial considerations - continued
• The approach for developing a detailed plan for deployment
• Exercise: Deployment Planning

Module 19: Release and Deployment Management: Part 5
• The key steps for performing the actual transfer, deployment and retirement, verifying deployment and providing Early Life Support
• How information pertaining to service deployment should be recorded and maintained
• The challenges, risks and critical success factors pertaining to RDM

Module 20: Request Fulfillment
• The purpose and scope of Request
• How Request Fulfilment may help to establish a self- help service practice within an organization. Examples of service requests that can be offered as standard services on the menu
• The difference between Request Fulfilment and Incident Management
• The relationship between Request Fulfilment and Release and Deployment Management, and how they interact with Service Asset and Configuration Management to handle pre-defined releases
• Challenges, risk and critical success factors pertaining to Request Fulfilment
• Exercise: Request Model

Module 21: Change Evaluation Part 1
I• The purpose, goal, objectives and scope of the Evaluation process
• Evaluation process terminology and typical evaluation workflow
• The intended and unintended effect of a Change
• Exercise: Key Evaluation Terms

Module 22: Change Evaluation Part 2
• Factors for evaluating the effectiveness of a service design and Changes
• The evaluation of predicted service performance and actual performance and of risk management. How this can impact the course of actions for the overall service design / change evaluation
• Challenges pertaining to Evaluation

Module 23: Knowledge Management: Part 1
• The purpose, goal, objectives and scope of the KM process
• The business value of the KM process, in the context of service transition, and the benefits of deploying a Service Knowledge Management System using real-life examples

Module 24: Knowledge Management: Part 2
• The basic layers of the KM concept using the DIKW structure. Relationships between the layers
• What constitutes an effective KM strategy, and practical techniques for enabling knowledge transfer
• Effective data and information management for successful Knowledge Management
• Exercise: Knowledge Management

Module 25: Knowledge Management: Part 3
• Effective data and information management for successful Knowledge Management continued
• The stakeholder groups within the IT service management organization whose support is needed for effective knowledge management. Why their commitment and support are critical
• Various perspectives in measuring the value contribution of KM, and practical metrics for each of these perspectives
• The relationship between Continual Service Improvement and Knowledge Management

Module 26: Roles and Responsibilities: Part 1
• The key roles / functions responsible for executing each process step as related to Change Management

Module 27: Roles and Responsibilities: Part 2
• Owner Roles and Responsibilities
• Manager Roles and Responsibilities
• Other Roles and Responsibilities

Module 28: Technology and Implementation Considerations: Part 1
• The generic requirements for ITSM technology for implementing processes
• Evaluation criteria for technology and tools for process implementation
• Managing change in operations
• Service operation and project management
• Assessing and managing risk in service operation
• Operational staff in Service Design and Transition

Module 29: Technology and Implementation Considerations: Part 2
• How to plan and implement Service Management technologies
• The technology considerations for implementing the following processes and activities:
• Collaboration for process execution
• Configuration Management
• Knowledge Management

Module 30: Technology and Implementation Considerations: Part 3
• The technology considerations for implementing the Deming Cycle concept to perform self-monitoring and self-improving for all processes on a continual basis

Module 31: Exam Preparation: Part 1
• About the exam
• Exam documentation

Module 32: Exam Preparation: Part 2
• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam

For more information, contact us or call 1-877-546-4446

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Release, Control and Validation certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Certification

To be eligible for the examination leading to the ITIL® Release, Control and Validation Certificate, the candidate must fulfil the following requirements:

• Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• 2 to 4 years professional experience working in IT service management is highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is also recommended that candidates should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® Service Transition and ITIL® Service Operation core guidance in preparation for the examination, specifically Chapter 2:Service management as a practice.

The ITIL® Release, Control and Validation Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 4 credits toward your ITIL® Expert certification. This course also qualifies for 9 PDU credits.

EXAM LOCATION
You may take your ITIL® exam through APMG or PeopleCert.

APMG:   To take your exam with APMG send your course transcript to  examinations@apmg-us.com. APMG offers web cam proctored exams and exams in local testing centers.  Contact APMG at  examinations@apmg-us.com to arrange for your exam.

PeopleCert: PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

For more information, contact us or call 1-877-546-4446

When you purchase a course from GogoTraining, you can submit comments or questions to our expert instructors.

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Start Learning ITIL® 2011: Service Offerings and Agreements – Accredited Training Today!

Your Price: $795

Start Learning ITIL® 2011: Service Offerings and Agreements – Accredited Training Today!

Your Price: $795

Course Materials

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• Student Guide
• Exercise Guide
• Enlarged Slides
• Sample Papers
• Training Plan
• Course Syllabus
• 2011 Summary of Updates

Related Links

• Course Survey

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Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 30 contact hours required to sit for your exam.

This Service Offerings & Agreements (SOA) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Management environment and require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown how they may be used to enhance overall service quality, service provision and contribute to their organization’s ongoing service improvement program.
 

Objectives

The main focus of this course is on the process activities and supporting methods and approaches to executing the SOA processes in a practical, hands-on learning environment. This course has a number of study units with practical application to reinforce the knowledge gained. These include:

• The Service Lifecycle and Service Management as a practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
• Basic Service Offerings & Agreement Principles: Understand the common principles and guidelines grounded in the Service Strategy and Design phases (e.g., a business case and ROI requirements) that will influence the performance of the SOA processes
• Service Offerings & Agreement Processes: Understand and articulate the activities of the SOA processes as well as the activities shared across the lifecycle. Other areas of discussion include information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:

                    • Service Portfolio Management
                    • Service Catalog Management
                    • Service Level Management
                    • Demand Management
                    • Supplier Management
                    • Financial Management
                    • Business Relationship Management
 

• Explore Technology and Implementation Consideration: Understand the role of technology to the SOA processes and explore concepts that have great impact on their implementation.
   

Related Training

• ITIL® 2011: Service Transition
• ITIL® 2011: Foundations
• ITIL® 2011: Continual Service Improvement
• ITIL® 2011: Operational Support & Analysis
• ITIL® 2011: Planning, Protection & Optimization
• ITIL® 2011: Release, Control and Validation
• ITIL® 2011: Service Design
• ITIL® 2011: Service Offerings and Agreements
• ITIL® 2011: Service Operation
• ITIL® 2011: Service Strategy

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ITIL® 2011: Service Offerings and Agreements – Accredited Training Outline

Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

Module 01: Service Management as a Practice

• Components of the Service Lifecycle
• What is a Service?
• What comprises value?
• What is Service Management?

Module 02: Processes, Functions and Generic Roles

• Processes & Functions
• Generic Roles

Module 03: Service Management Key Concepts

• The 4Ps of Strategy
• The 4Ps of Service Design
• Portfolio Pipeline and Catalog

Module 04: Introduction to SOA

• Strategy Management for IT Services
• Design Coordination
• Concepts underpinning SOA
• Implementing Processes & Practices
• Exercise: Sample Exam Question

Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

Module 06: Service Portfolio Management Part 1

• Purpose & Objective
• Value to the business

Module 07: Service Portfolio Management Part 2

• Policies/Principles/Basic Concepts
• Various Portfolios
• Introduction to Activities

Module 08: Service Portfolio Management Part 3

• Define
• Analyze
• Approve
• Charter

Module 09: Service Portfolio Management Part 4

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question

Module 10: Service Catalog Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts

Module 11: Service Catalog Management Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question
• Exercise: Write a Catalog Entry

Module 12:  Business Relationship Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts

Module 13:  Business Relationship Management Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question
• Exercise: BRM Sources of Information

Module 14: Service Level Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts

Module 15: Service Level Management Part 2

• Designing SLA frameworks
• Negotiation
• Service Reporting
• Complaints and compliments

Module 16: Service Level Management Part 3

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question
• Exercise: SLA Review

Module 17: Supplier Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts
• Activities

Module 18: Supplier Management Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question

Module 19: Demand Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts
• Activities

Module 20: Demand Management Part 2

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question

Module 21:  Financial Management Part 1

• Purpose & Objective
• Value to the business
• Policies/Principles/Basic Concepts

Module 22:  Financial Management Part 2

• Accounting
• Cost Model
• Cost Type, Elements, Classification
• Depreciation

Module 23:  Financial Management Part 3

• Budgeting
• Charging
• Pricing and Billing

Module 24:  Financial Management Part 4

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Information Management
• Metrics
• Exercise: Sample Exam Question
• Exercise: Cost Model for a Desktop Environment

Module 25:  Service Management Technology

• Tool Selection Process
• SD Tools
• Plan & Implement SM Technologies
• Exercise: Sample Exam Question

Module 26: Exam Tips

• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams
   

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Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Offerings and Agreements certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.
 

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Certification

To be eligible for the ITIL® Intermediate Qualification: Service Offerings and Agreements examination, candidates shall fulfill the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Offerings and Agreements publication in preparation for the examination.

The ITIL® Service Offerings and Agreements exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification. This course also qualifies for (TBD) PDU credits.

EXAM LOCATION

You may take your ITIL® exam through Loyalist or PeopleCert.

Loyalist offers online proctored exams. When you register and pay for your exam session, you will receive instructions on how to connect to your proctor via webcam on the day of the exam. The exam price is the same if the students elect to use the On Line Proctor option for the web based exams. For complete details on how to take an exam with Loyalist, click here to download the  Loyalist Online Registration Information document. Note:  To take the exam remotely you will need to be in an enclosed room and have a printer available if you plan to printing the scenarios.

PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

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