ITIL® 2011: Foundations - Accredited Training

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Video Title	Minutes
00: Course Introduction	6
01: Introduction to Service Management Part 1	15
02: Introduction to Service Management Part 2	23
03: Introduction to Service Management Part 3	13
04: Service Strategy Part 1	16
05: Service Strategy Part 2	16
06: Service Design Part 1	18
07: Service Design Part 2	14
08: Service Design Part 3	12
09: Service Design Part 4	18
10: Service Design Part 5	17
11: Service Design Part 6	14
12: Service Design Part 7	17
13: Service Design Part 8	14
14: Service Design Part 9	17
15: Service Transition Part 1	17
16: Service Transition Part 2	23
17: Service Transition Part 3	16
18: Service Transition Part 4	14
19: Service Transition Part 5	13
20: Service Operation Part 1	12
21: Service Operation Part 2	21
22: Service Operation Part 3	22
23: Service Operation Part 4	16
24: Service Operation Part 5	17
25: Continual Service Improvement Part 1	14
26: Continual Service Improvement Part 2	14
27: Competence and Training	15
Sample Exam A
Sample Exam B
Total:	7 hours 24 minutes

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Course Materials

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• 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

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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

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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

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Prerequisites

None.

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

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

List Price: $995 Your Price: $248

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, PeopleCert or EXIN.

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

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

List Price: $995 Your Price: $248

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