Course 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.
In This Course You Will Learn:
As a result of taking ITIL® Overview for Managers and Non-Technical Staff Part 2 online training course, you will be able to:
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Explain the ITIL® concepts
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List the universal ITIL® terminology and context
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Discuss the structure and workflow of an ITIL® organization
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Identify the roles, processes, functions, and service lifecycle
Prerequisites
You need to have taken the GogoTraining course ITIL® OVerview for Managers and Non-Technical Starff Part 1.
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
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ITIL®Foundations
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Examples of Services and Service Management
Module 02: What is ITIL® and Why do I care? Part 2
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How ITIL® Helps these services
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Review of what was covered in Part 1 and what is covered in Part 2
Module 03: Service Transition - Change Management
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Main goals and objectives of ST
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Change Management
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Change Process Models
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Change Types
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7 Rs of Change Management
Module 04: Service Asset and Configuration Management
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Service Asset and Configuration Management Process
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SKMS
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Configuration Items and Configuration Management System
Module 05: Release and Deployment and Knowledge Management
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Release and Deployment Management
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Knowledge Management
Module 06: Service Transition - Other Processes
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Transition Planning and Support
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Evaluation
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Service Validation & Testing - V Model
Module 07: Service Operation and Event Management
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Purpose of SO
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Role of Communication in SO
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Event Management
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Events, Alerts, and Warnings
Module 08: Service Operation: Incident Management
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Incident Management
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Impact, Urgency and Priority
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Business Value
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Incident Models
Module 09: Service Operation: Problem Management
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Difference between Incident Mgmt and Problem Mgmt
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Problem Management
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Problem Models
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Known Errors, KEDB, and Workarounds
Module 10: Service Operation - Request Fulfillment and Access Management
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Request Fulfillment
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Service Requests
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Access Management
Module 11: Functions
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Service Desk
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Technical Management
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Applications Management
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IT Operations Management
Module 12: Continual Service Improvement
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PDCA cycle
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7 Step Improvement process
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CSI Metrics
Module 13:Review of ITIL Processes
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IT Governance
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Process Review and their interfaces
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Review of required terms
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Mnemonics and study guides
Module 14: Course Summary