ITIL® Overview for Managers and Non-Technical Staff Part 2

Videos

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Video Title	Minutes
00: Course Introduction	6
01: What is ITIL® and Why do I care? Part 1	26
02: What is ITIL® and Why do I care? Part 2	24
03: Service Transition - Change Management	22
04: Service Asset and Configuration Management	24
05: Release and Deployment and Knowledge Management	27
06: Service Transition - Other Processes	19
07: Service Operation and Event Management	26
08: Service Operation: Incident Management	26
09: Service Operation: Problem Management	27
10: Service Operation - Request Fulfillment and Access Management	27
11: Functions	21
12: Continual Service Improvement	24
13: Review of ITIL Processes	18
14: Course Summary	7
Total:	5 Hours 24 Minutes

Downloads

NOTE: Click link then select "Save"

• Sample Exam Papers
• Student Guide
• Sample Exam Papers
• ITIL Exam Information
• ITSMF Overview

Related Links

• Course Survey
• ITIL® Glossary of Terms
• OGC's Glossary of Terms
• Recommended Book: Passing your ITIL Foundation Exam - 2nd Edition
• Recommended ITIL® Books

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Description

GogoTraining is an ITIL® accredited ATO.

In ITIL® Overview for Managers and Non-Technical Staff Part 2 online training course, you will learn about Service Transition, Service Operation, and Managing across the Lifecycle.

 

Related Training

• Course: ITIL® Overview for Managers and Non-Technical Staff Part 1
• Course: ITIL® 2011: Foundations
• ITIL® v3 Certification Training
• Podcast: Challenges and Risks in Service Design
• Podcast: Isn't There a Better Way to Run a Brainstorming Session?
• Podcast: The Foundation Certification and ITIL
• Podcast: ITIL v3 Certification Schema

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ITIL® Overview for Managers and Non-Technical Staff Part 2 Outline

Module 00: ITIL® v. 3 Foundations Part 2 Online Training - Course Introduction

Module 01: What is ITIL® and Why do I care? Part 1

• ITIL®Foundations
• Examples of Services and Service Management

Module 02: What is ITIL® and Why do I care? Part 2

• How ITIL® Helps these services
• Review of what was covered in Part 1 and what is covered in Part 2

Module 03: Service Transition - Change Management

• Main goals and objectives of ST
• Change Management
• Change Process Models
• Change Types
• 7 Rs of Change Management

Module 04: Service Asset and Configuration Management

• Service Asset and Configuration Management Process
• SKMS
• Configuration Items and Configuration Management System

Module 05: Release and Deployment and Knowledge Management

• Release and Deployment Management
• Knowledge Management

Module 06: Service Transition - Other Processes

• Transition Planning and Support
• Evaluation
• Service Validation & Testing - V Model

Module 07: Service Operation and Event Management

• Purpose of SO
• Role of Communication in SO
• Event Management
• Events, Alerts, and Warnings

Module 08: Service Operation: Incident Management

• Incident Management
• Impact, Urgency and Priority
• Business Value
• Incident Models

Module 09: Service Operation: Problem Management

• Difference between Incident Mgmt and Problem Mgmt
• Problem Management
• Problem Models
• Known Errors, KEDB, and Workarounds

Module 10: Service Operation - Request Fulfillment and Access Management

• Request Fulfillment
• Service Requests
• Access Management

Module 11: Functions

• Service Desk
• Technical Management
• Applications Management
• IT Operations Management

Module 12: Continual Service Improvement

• PDCA cycle
• 7 Step Improvement process
• CSI Metrics

Module 13:Review of ITIL Processes

• IT Governance
• Process Review and their interfaces
• Review of required terms
• Mnemonics and study guides

Module 14: Course Summary

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Prerequisites

You need to have taken the GogoTraining course ITIL® OVerview for Managers and Non-Technical Starff Part 1.

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Objectives

As a result of taking ITIL® Overview for Managers and Non-Technical Staff Part 2 online training course, you will be able to:

• Explain the ITIL® concepts
• List the universal ITIL® terminology and context
• Discuss the structure and workflow of an ITIL® organization
• Identify the roles, processes, functions, and service lifecycle

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Certification

The ITIL Foundation certificate in IT Service Management certifies that you have gained knowledge of the ITIL terminology, structure and basic concepts and comprehend the core principles of ITIL practices for Service Management. The exam is a 40 question multiple choice test and you may take up to 1 hour to complete it. A passing mark is 65% 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® 2011: Foundations transcript pages.

When you pass your exam you will receive 2 credits toward your ITIL Expert Certification. This course also qualifies for 5 PDU credits.

EXAM LOCATIONS

You may take your ITIL exam through APMG.

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 of $120 and then authorize you to take the exam.

 

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