3 Key IT Certifications Career Path Courses:

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 receive access to the instructor to learn and ask questions..  Students can select to view the course for 30, 90 or 365 days.  Successful Foundations Certification also prepares you to move into the ITIL intermediate level training courses.

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Video Title
Length
02: Introduction to Service Management Part 2
23 min
03: Introduction to Service Management Part 3
13 min
04: Service Strategy Part 1
16 min
05: Service Strategy Part 2
16 min
06: Service Design Part 1
18 min
07: Service Design Part 2
14 min
08: Service Design Part 3
12 min
09: Service Design Part 4
18 min
10: Service Design Part 5
17 min
11: Service Design Part 6
14 min
12: Service Design Part 7
17 min
13: Service Design Part 8
14 min
14: Service Design Part 9
17 min
15: Service Transition Part 1
17 min
16: Service Transition Part 2
23 min
17: Service Transition Part 3
16 min
18: Service Transition Part 4
14 min
19: Service Transition Part 5
13 min
20: Service Operation Part 1
12 min
21: Service Operation Part 2
21 min
22: Service Operation Part 3
22 min
23: Service Operation Part 4
16 min
24: Service Operation Part 5
17 min
25: Continual Service Improvement Part 1
14 min
26: Continual Service Improvement Part 2
14 min
27: Competence and Training
15 min
Sample Exam A
Sample Exam B
Course Survey
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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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COBIT is a set of best practices that was developed in 1996 by ISACA (Information Systems Audit & Control Association) and IT Governace Institute to ensure successful Information Technology Management.  COBIT 5 is the latest edition of this standard.  In this APMG Certified course you will learn how COBIT 5 helps business to govern and manage IT enterprises effectively while preparing to take the COBIT 5 Foundation Exam.

 
The goal of the COBIT 5 standard is to provide guidance to executives and those charged with making decisions concerning the use of technology in support of organizational objectives. The standard assists business leaders address the needs of all stakeholders across the enterprise in order to get the most value from information and technology.  It is designed for assurance, security, risk, privacy and compliance professionals or business leaders and stakeholders who are involved in or affected by governance and management of information and information systems. 
 
Obtaining the Foundation qualification will show that you have sufficient knowledge and understanding of the COBIT 5 guidance to be able to:
  • Understand the governance and management of enterprise IT
  • Create awareness with your business executives and senior IT management
  • Assess the current state of enterprise IT in your department or organization
  • Scope which aspects of COBIT 5 would be appropriate to implement
Benefits for individuals include:
  • Understanding of business requirements, mission objectives and their priorities
  • Understanding relationship of business systems and their associated risk appetite
  • Ability to make informed decisions to reduce information security incidents
  • Understanding of all compliance requirements for each business unit
  • Deliver this understanding and risk awareness to improve prevention, detection and recovery within an organization and provide tools to their organizations to maintain high quality information to support business decisions
  • Understand COBIT approach to governance and its relationship with other IT best practices
Benefits for Organizations include:
  • Achieve strategic goals and realize business benefits through the effective and innovative use of IT.
  • Support compliance with relevant laws, regulations, contractual agreements and policies and gain competitive edge over other organizations
  • Reduce complexity and increase cost-effectiveness due to improved and easier integration of information security standards, good practices and/or sector-specific guidelines resulting in operational excellence through reliable, efficient application of technology
  • Improved integration of information security in the enterprise, resulting in increased user satisfaction with information security arrangements and outcomes
  • Understanding of responsibilities and roles in cybersecurity within the organization
  • Better understanding of current cybersecurity posture and risks to the organization
  • Understanding of actions required to close gaps between current cybersecurity posture and target state
 
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Video Title
Length
01: COBIT 5 Overview
23 min
02: COBIT 5 Architecture and Framework
22 min
Quiz: COBIT 5 Foundations Overview
03: COBIT 5 Foundation Principles Part 1
21 min
04: Principles #2 and 3
17 min
05: Principles #4 and 5
20 min
Quiz: Foundation Principles
06: Exercise and Discussion: COBIT Goals Cascade Mapping
12 min
07: COBIT 5 Foundation Enabler #1: Principles, Policies and Frameworks
20 min
Quiz: Goals Cascade
08: Enabler #2: Processes
23 min
09: Enabler #3 and 4
19 min
10: Enabler #5, 6 and 7
21 min
Quiz: Enablers
11: COBIT 5 Foundation Implementation Phase #1
23 min
12: COBIT 5 Foundation Implementation Phases #2 through 7
25 min
Quiz: Implementation Phases
14: Process Assessment Overview
21 min
Quiz: Process Assessment Overview
15: Process Reference Model Walkthrough
21 min
16: Process Assessment Model Part 1
19 min
17: Process Assessment Model Part 2
20 min
Quiz: Elements of Process Assessment
18: Exam Process and Sample Exam Questions and Review
14 min
19: Sample Exam Questions and Review
11 min
Course Survey
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Module 00: COBIT 5 Foundation - Video Training Course Introduction 

Module 01: COBIT 5 Overview 

  • Reason for Development
  • History of COBIT
  • Drivers for Developing the Framework

Module 02: COBIT 5 Architecture and Framework 

  • Benefits of Using COBIT 5
  • COBIT 5 Format and Product Architecture
  • COBIT 5 and other Frameworks
  • Quiz: COBIT 5 Foundations Overview

Module 03: COBIT 5 Foundation Principles Part 1 

  • The Objectives of COBIT 5 Foundation Principles
  • High Level of the 5 Principles
  • Principle #1: Meeting Stakeholder Needs
  • Exercise: Examples of Creating Value For Stakeholders

Module 04: Principles #2 and 3 

  • Principle #2: Covering the Enterprise End-to-End
  • Principle #3: Applying a Single Integrated Framework

Module 05: Principles #4 and 5 

  • Principle #4: Enabling a Holistic Approach
  • Principle # 5: Governance and Management Defined
  • Quiz: Foundation Principles

Module 06:  Exercise and Discussion: COBIT Goals Cascade Mapping 

Module 07: COBIT 5 Foundation Enabler #1: Principles, Policies and Frameworks 

  • Purpose
  • Difference Between Policies and Principles
  • Good Practice Requirements
  • Enabler #1
  • Quiz: Goals Cascade

Module 08: Enabler #2: Processes 

  • Definitions
  • The Process Model
  • Process Example Walkthrough

Module 09: Enabler #3 and 4 

  • Enabler #3: Organizational Structures
  • Enabler #4: Culture, Ethics and Behavior

Module 10: Enabler #5, 6 and 7 

  • Enabler #5: Information
  • Enabler #6: Services, Infrastructure and Applications
  • Enabler 7: People, Skills and Competencies
  • Quiz: Enablers

Module 11: COBIT 5 Foundation Implementation Phase #1  

  • Challenges to Success
  • Lifecycle Approach
  • Phase 1 of the Lifecycle

Module 12: COBIT 5 Foundation Implementation Phases #2 through 7 

  • The 7 Phases of the Lifecycle
  • Relationships
  • Making the Business Case
  • Quiz: Implementation Phases

Module 13: The Differences between COBIT 4 and 5

  • New Principles
  • Focus on Enablers
  • New and Modified Processes
  • New Assessment Model

Module 14: Process Assessment Overview 

  • What is Process Assessment
  • Parts of the COBIT Assessment Program
  • The Differences Between Capability and Maturity Assessments
  • Quiz: Process Assessment Overview

Module 15: Process Reference Model Walkthrough 

  • Key Definitions
  • COBIT 5 Reference Model
  • COBIT 4.1 Reference Model

Module 16: Process Assessment Model Part 1 

  • Scope
  • Indicators
  • Capability Levels

Module 17: Process Assessment Model Part 2 

  • Rating Scale
  • The 7 Assessment Steps
  • The Assessment Roles
  • Quiz: Elements of Process Assessment

Module 18: Exam Process and Sample Exam Questions and Review

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams

Module 19: Sample Exam Questions and Review

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It is important to note that ISO/IEC 20000 IT Service Management Foundation Certification is not a different version or flavor of the ITIL Foundation Certification.

How Does ISO/IEC 20000 Differ from ITIL?

The main focus of ISO/IEC 20000 is on the understanding and development of a service management system (SMS).  The SMS is the unique feature that allows organizations to successfully adopt and adapt service management.  It is also the feature that differentiates ISO/IEC 20000  from ITIL. 

Does it Help to Know ITIL or be ITIL Certified?

Being ITIL Foundation Certified or knowledgeable provides a great background for individuals getting  started in ISO/IEC 20000. However,  In ISO/IEC 20000 you will learn how to manage your initiative.  If you want to become ISO/IEC 20000 Certified, you will need to take this class or have equivalent knowledge and fully understand the standard  in order to pass the exam.   Being ITIL Foundation Certified will not prepare you to pass the ISO/IEC 20000 exam.

What Does this Course Cover?

This course identifies the essential components of IT Service Management that meet the ISO/IEC 20000 standard. It discusses defining and agreeing to service requirements, planning resources to meet business outcomes, supporting service delivery and providing value for the customer and the service provider so you can make the necessary changes in your organization to have a positive impact on the services you provide.

The Foundation course provides key information and concepts for IT Service Management based on ISO/IEC 20000 as well as its relationships with other areas of information management so you can connect the information to what you’ve previously learned about ITSM. It builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management so your team can work more effectively together and have a stronger impact. We place emphasis on the service management system (SMS) and service management processes, specifically the core concepts and basic terminology of IT service management based on ISO/IEC 20000 in order to properly prepare you for the Foundation exam.

Once you have completed ISO/IEC 20000: IT Service Management Foundation and successfully passed the exam, you will want to take the ISO/IEC 20000 : IT Service Management Associate course. This course builds on the foundation knowledge, taking the high-level information gained in the Foundation course and providing additional depth and practical context. The Associate has a much more ‘global’ view of the standard as well as the daily activities required to maintain or achieve ISO/IEC 20000 implementation.

The course teaches to the current standards: ISO/IEC 20000-1 and SO/IEC 20000-2:2012.

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Video Title
Length
01: Managing the Service: Somebody Has to Do It
28 min
02: Everything has to fit together in ITSM!
22 min
03: Complimentary Frameworks Part 1
33 min
04: Complimentary Frameworks Part 2
13 min
05: Service Management as a Global System
18 min
07: Service Design and Transition
22 min
08: Service Delivery Processes Part 1
21 min
09: Service Delivery Processes Part 2
18 min
10: Relationship, Relationship: One of the Secrets of Success!
17 min
11: Resolution Including Service Requests
27 min
12: Control, Vital but with Little Glamour
27 min
13: Deployment
12 min
14: Exam Tips
8 min
Course Survey
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Module 00: ISO/IEC 20000: IT Service Management Foundation-Course Introduction

Module 01: Managing the Service: Somebody Has to Do It
• What is quality and why it is important?
• What is an IT service?
• The factors Needed to Provide an IT service
• The Benefits and Characteristics of a Process-Based Approach
• The Concept of IT Service Management
• The Benefits and Risks of IT Service Management
• The Role of Tools Used Within IT Service Management
• The  Principles of Continual Improvement and the Applications of the PDCA Cycle
• Exercise: ITSM and Failure

Module 02: Everything has to fit together in ITSM!
• The purpose and benefits of ISO/IEC 20000
• The Parts of 20000
• The Deming Cycle – PDCA

Module 03: Complimentary Frameworks Part 1
• ITIL
• CobiT 4.1
• CobiT 5
• Six Sigma

Module 04: Complimentary Frameworks Part 2
• CMMI
• ISO 90001
• ISO 27001
• ISO 38500
• The New Technologies

Module 05: Service Management as a Global System
• Critical Terms
• General Requirements
• Documentation!
• Resource Management

Module 06: Plan, Do, Check, Act (PDCA)
• Deming applied to 20000
• Audits and Reviews
• The SMS Applied

Module 07: Service Design and Transition
• Planning the new or changed service
• Designing the new or changed service
• Transitioning the new or changed service
• Removing the obsolete service
• Exercise: Design a Sandwich Shop

Module 08: Service Delivery Processes Part 1
• Service Level Management
• Service Reporting
• Continuity and Availability

Module 09: Service Delivery Processes Part 2
• Budgeting and Accounting
• Capacity
• Information Security
• Exercise: Measuring Sandwiches

Module 10: Relationship, Relationship: One of the Secrets of Success!
• The Customer!
• The Supplier!
• Supply Chain Relationships

Module 11: Resolution Including Service Requests
• Incident
• Service Request
• Priority!?
• Problem Management

Module 12: Control, Vital but with Little Glamour
• It’s all about the parts
• It’s all about the control
• Putting them together
• Exercise: Adding a New Line of Business

Module 13: Deployment
• Release of the service
• Controlling the release
• Connecting to Parts and Control

Module 14: Exam Tips

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3 Key IT Certifications Today!

Helen Morris

Helen is an experienced consultant, trainer and service delivery manager focused on providing customer satisfaction and business benefits.

During a career spanning over 25 years, Helen has been involved in the design and presentation of Service Improvement programs and Service Management models to achieve significant improvements in customer satisfaction, quality of service, reduced costs and improved governance. She has been a program leader for regulatory affairs covering ISO/IEC 20000 / ISO 9001, and COBiT implementation.

Her experience as an educator over the last 18 years has provided an excellent background in mentoring and management for training and consultancy.

Helen has been a Presenter at the itSMF UK conference 2006 “Theory into Practice” - Cultural Change and at the itSMF UK conference 2010 “I can see clearly now…” - Process Implementation.

She is a regular columnist for the online ITSM Portal.

 

Barry Lewis

Barry Lewis is President of Cerberus and has over 40 years of experience in information technology, specializing in Information Security for the last 30 years. He was awarded the John Kuyers Best Speaker/Conference Contributor Award in 2008 and is co-author of numerous books, including Teach Yourself Windows 2000 Server in 21 Days and Wireless Networks for Dummies. Barry helped develop the COBIT 5 Process Assessment Guide and is a popular instructor giving COBIT, Governance and Security seminars around the world. 

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.

 

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

When you complete this course you will receive a Course Completion Certificate Download Link so you can print and/or email your Certificate of Completion.

Sample of Certification of Completion

QA Forum

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