ITIL® 2011: Managing Across the Lifecycle - AXELOS and EXIN Accredited Training

What should I do if my video will not play?

There are many things that can affect the quality of your video so we have put together these instructions to help you review all the things that need to be tested in order to trouble-shoot video quality.

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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  • Your Connection Speed: Internet speed needs to be 2.0 Mbps upload and download to successfully watch the videos.  You will want to check and see if your connection speed is 2.0 Mbps or higher.  You can do this by clicking on this link and running a speed test.
  • 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.
  • Reset Your Browser: If you've tried all the previous steps, your browser may be retaining data that needs to be deleted, and this requires a reset. If you are using Chrome, use the instructions in this link to reset your browser. 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. If you are using Firefox, use the instructions in this link to reset your browser.
  • 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.
    • If you are running Firefox, you can check your plugins here: https://www.mozilla.org/en-US/plugincheck/
  • Make sure you do not have any other programs open. File sharing and peer to peer sharing programs, even when limited to low bandwidth, can make it almost impossible to stream properly.
  • Tracking Progress on Mobile Devices: The GogoTraining site is designed to use the native player found in your browser. If you are taking your course on a mobile device and want to make sure your progress is tracked, then you will need to play the videos from the native player that is in your browser. Do not download any third party apps to play the videos as they do not allow your progress to be recorded. If you have installed a third party app and want to receive a Course Completion Certificate, then you will need to uninstall the 3rd party app or see if the app has the ability for you to disable it for certain sites.
  • Submitting Debugging Information If you have tried everything else and still are having trouble viewing the videos, you can visit this page where you can help us debug your particular setup by following the instructions on the page and submit the debugging information to us.
Video Title
Length
01: Service Management and Value
30 min
02: Service Management Components and Roles
10 min
03: Key Risk and Knowledge Concepts
21 min
04: Exercise: MALC Case Study Analysis
27 min
05: Implement, Assess, Improve Service Management
20 min
06: Assessment Frameworks
32 min
07: 7-Step Improvement Process
27 min
08: Justifying Improvements Financially
15 min
09: Managing Organizational Change
32 min
10: Exercise: Develop Assessment Criteria
3 min
11: Exercise Review: MALC Sample Exam Questions
12 min
12: Measurements: Metrics
32 min
13: Measurements: Monitor, Control & Report
29 min
14: Exercise: Applying Assessment Criteria
10 min
15: Integration: Strategic Benefits
20 min
17: Integration: Value to the Business Part 1
23 min
18: Integration: Value to the Business Part 2
22 min
19: Integration: Process Interfaces
30 min
20: Exercise: Internet Banking Risks
8 min
21: Exercise Review: MALC Sample Exam Questions
16 min
22: Managing Services: Requirements & Cross-Lifecycle Support
30 min
23: Managing Services: Challenges, Risks, CSFs Part 1
21 min
24: Managing Services: Challenges, Risks, CSFs Part 2
19 min
25: Exercise: Where’s the value?
10 min
26: Exercise Review: MALC Sample Exam Questions
18 min
27: Governance
22 min
28: Organizational Structures
19 min
29: Organizing Service Management
26 min
30: Exercise: “We’ve been outsourced!”
6 min
31: Stakeholder Management
20 min
32: Communication
15 min
33: Exercise: Communicating Change
4 min
34: Exercise Review: MALC Sample Exam Questions
19 min
Total:
11 hrs 14 mins

Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Enlarged Slides and Handouts
  • Sample Exams
  • Case Study
  • Sample Answers to Develop Assessment Criteria & Apply Assessment Criteria Exercises
  • Course Syllabus
  • ITIL Summary of Updates

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits

Transcript

This course comes with a Transcript that tracks your progress. 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.

Certificate of Completion

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

ITIL® 2011: Managing Across the Lifecycle is Accredited by AXELOS and EXIN. As an Authorized Training Provider Accredited by AXELOS and EXIN, GogoTraining’s ITIL® 2011: Managing Across the Lifecycle course fully qualifies you to sit for the ITIL® Managing Across the Lifecycle examination given by EXIN. Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training so that you can sit for the official exam. Exams are provided by Accredited Exam Institutes.

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge.  At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam offered by an ITIL Exam Institute like EXIN.

Certification Requirements

In order to qualify for certification, candidates must have the following:

  • Two (2) credits from the ITIL Foundation certificate V3 or higher (or V2 and the Bridge certifications)
  • 15 credits from ITIL Intermediate qualifications
  • 30 contact hours for this course as outlined in the MALC Training Plan (see Course Materials Tab)
  • Candidates should complete at least 28 hours of personal study by reviewing foundation and intermediate level knowledge,
  • Candidates should review the syllabus and the ITIL core publications in preparation for the examination.

It is highly recommended that students have and study the five core Lifecycle books or purchase Dr. Van Hove's complete MALC study guide entitled Managing Across the Lifecycle (MALC). The link can be found under the Course Materials Tab in the Related Links section.

The exam includes Ten (10) multiple choice, gradient-scored complex questions  that offer questions with a corresponding series of possible answers based upon a single case study, issued in advance, with additional short scenarios to provide additional context for each question. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves zero marks.

Each question is constructed to test a candidate’s competency up to and including the Bloom's level associated with the syllabus learning unit to which the question is mapped. The examination will use a case study which will, where required, be supplemented with additional specific scenario details for each question.

The maximum time allowed for candidates taking the exam in their native language is 120 minutes, and for candidates taking the exam in another language, 150 minutes along with the use of a dictionary.  A passing score is 35/50 or 70%.

Tracking Credits

The ITIL Qualification Scheme introduces a modular credit system for each of the ITIL qualifications. All modules are given a credit value, and candidates meeting the requisite entry criteria and accumulating the required number of credits (22) can apply for ITIL Expert level of qualification. Click here and select the Certification button to learn more about the Qualification Scheme.  Qualifications from earlier ITIL versions are also recognized within the system, together with qualifications endorsed as complementary to the core ITIL portfolio.

Exam Locations

EXIN offers all GogoTraining students a 10% discount on all online proctored exam for this course. You can register online, receive your 10% discount and take your exam any day or night that works for you. To purchase your exam, click here.

When you sign up for your EXIN exam you will receive an email that explains all the details of the exam.  Here is a link that provides a quick video, information on testing, your configuration requirements and activities for during/after the exam.

https://www.exin.com/NL/en/support/exam-locations/exin-anywhere

QA Forum

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.