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

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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

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Course Materials

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• 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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Start Learning ITIL® Overview for Managers and Non-Technical Staff Part 2 Today!

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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.

 

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

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

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

Start Learning ITIL® Overview for Managers and Non-Technical Staff Part 2 Today!

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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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Start Learning ITIL® Overview for Managers and Non-Technical Staff Part 2 Today!

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Prerequisites

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

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

Start Learning ITIL® Overview for Managers and Non-Technical Staff Part 2 Today!

List Price: $995 Your Price: $95