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    ITIL® Overview for Managers and Non-Technical Staff Enroll Today!

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    ITIL® Overview for Managers and Non-Technical Staff

    Key Course Benefits

    • Achieve Workplace Success by Learning from Real World Experts
    • Learn and Implement New Skills Faster With Real World Examples
    • Take High Quality Classroom Courses Without the Hassles of Travel
    • Student Guide Makes it Easy for You to Take Notes and Increase Learning
    • Course Demos and Exercises Help You Learn More
    • Eliminate Scheduling Conflicts by Training Anytime 24/7 for 1 year
    • Video Training with Materials, Exercises, and Instructor Support Maximizes Learning
    • 1 Year Course Access Gives You Time to Learn and Master Concepts
    • Use Your Course Completion Certificate to Build Your Resume
    • Responsive Customer Service Makes Independent Learning Easy and Smooth
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    Video Title Minutes
    Need Help Playing Your Videos?
    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
    Course Survey
    Total: 5 hours 24 minutes

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

    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.

     

    Prerequisites

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

    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

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

    Prerequisites

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

    ITIL® Overview for Managers and Non-Technical Staff 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

     

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

    Course Materials

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

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

    Important Links

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

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

    When you purchase a Deluxe or Premium course from GogoTraining, you can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript, or print a course completion certificate.


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

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    The first thing we want to assure you is that we have done everything possible to make sure that our videos will play well.  Our videos are hosted in the cloud by Akamai.  Akamai has servers around the world to make sure that your videos are sent from the server that is closest to you.  By hosting our videos with Akamai we make sure that you receive the highest video quality. If you are experiencing video buffering or freezing at home or at the office there are a number of things you can do to help us troubleshoot.

    • Buffering: We provide you with three (3) speed choices that you can select when watching a video.  If the video is buffering then the first thing you want to click on a slower speed option found at the bottom of the video window. Try clicking on Medium and Low and see if that allows the video to play without buffering. If it does not, please read through the rest of this FAQ and follow the steps outlined below.
    • Video will not play: In order to play our videos, you have to have Adobe Flash Player installed. If you click on the video and nothing happens, then you do not have Adobe Flash Player installed.  Click on this link to download and install it.
      • If you have Adobe Flash Player installed and your video is not playing, complete the following steps:
        • Go to your course page, select a video, and click play.
        • Once the video begins playing, place your mouse over the video and right click.
        • You will see the several links and the last link has the words “About Adobe Flasher Player xx.xx.xx” (version # you have).
        • Click here , where you will see your version and what is the latest version. You need to have the latest version installed.
        • If you do not have Adobe Flash Player, click here to download and install it.
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    • Jitter and Packet Loss: Your Jitter rate lets us know if your connection speed is consistent while your Packet Loss rate lets us know if your internet connection could be losing pieces of the video.
      • Go to www.pingtest.net to determine if there is any Jitter or Packet Loss on your connection.
      • This is measured by a letter scale with A being the best.
        • If your Packet Loss is below a B, your connection is losing pieces of the video and causing the video to skip.
        • If your Jitter is below a B, your connection speed is very inconsistent and may be changing while you are watching the video which will result in buffering issues.
        • If either of these is the case you will need to contact your internet provider.
    • Ports: You will need to have ports 1935, 443 and 80 open. You can run a port test at this link.
      • If you are watching from work and those ports are not open, check with your IT department.
    • Shared Internet Connection: If you are on a shared internet connection, test playing videos during non-peak hours when usage by others on your network is low.
    • Other things to check:
      • At home or at work, test using different browsers and computers to see if you get the same result.
        • Make sure you have the latest version of the browser you are using.
      • If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset.
      • Try from a different location using a different network.
      • If you are on a wireless connection try a wired solution.
      • If you are on a home network:
        • Test playing the videos when you are the only user on the network.
        • Try by-passing your router to eliminate it as the point of failure. A direct plug from your ISP to your computer will take care of this and will make sure that neither your router nor other users are affecting your connection.
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