ITIL 4 Managing Professional Career Pack Career Path Courses:

Why Take ITIL 4 From GogoTraining?

GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Expert Dr. Suzanne Van Hove.  Suzanne's accomplishments are noted below and when you take this course you receive direct access to Dr. Van Hove to ask questions.  If you want to learn with the best, then Suzanne is the instructor for you.

  • Suzanne has over 20 years experience in IT Service Management
  • She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
  • She is the Convenor for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
  • She is a lead author of VeriSM™
  • Suzanne received itSMF USA's Lifetime Achievement Award
  • She has trained over 10,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
  • In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.

What is ITIL 4?

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

Who Needs to Take ITIL 4 Foundation?

  • Everyone who is ITIL V3 Foundation Certified
  • Everyone who is new to ITIL getting ITIL Foundation Certified for the first time
  • All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

Prepare for Certification

This course is designed to prepare students to sit for the ITIL 4 Foundation Exam which leads to the internationally recognized ITIL 4 Foundation Certification.  In this course you will receive video instruction by Dr. Van Hove, course materials, an exercise guide, sample exams, the syllabus and 1 year access to the course and Dr. Van Hove to ask questions.

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Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction: ITIL® 4 Foundation
5 min
01: Exam Tips
3 min
02: High-Level Service Management and Introduction
11 min
03: Key Concepts
7 min
ITIL 4 Foundation Review Exercise 1
04: Services Defined
8 min
05: Service Offerings & Relationship
5 min
06: Putting it All Together
5 min
07: The Service Relationship Model
1 min
08: Axel Car Hire Example
6 min
09: Critically of Value
5 min
10: The Dimensions of Service Management
8 min
11: Information & Technology
7 min
12: Partners & Suppliers
7 min
13: Value Streams and Processes
6 min
14: ITIL’s Service Value System (SVS)
8 min
15: SVS Components
6 min
16: Overview of ITIL’s Service Value Chain (SVS)
6 min
17: SVS – Plan
3 min
18: SVS - Improve
2 min
19: SVS - Engage
3 min
20: SVS - Design & Transition
2 min
21: SVS – Obtain/Build & Deliver & Support
5 min
22: ITIL’s 7 Guiding Principles
8 min
23: Start Where You Are
6 min
24: Progress Iteratively with Feedback
8 min
25: Think and Work Holistically
8 min
26: Optimize & Automate
5 min
27: Introduction to Key ITIL Practices
7 min
28: General Management Practices
6 min
29: Continual Improvement
11 min
30: The Continual Improvement Model
9 min
31: Continual Improvement & Guiding Principles
3 min
32: Service Management Practices (SMP)
7 min
33: SMP Change Control
8 min
34: SMP Incident Management
8 min
35: Problem Management
12 min
36: SMP Service Requests Management
9 min
37: SMP The Service Desk
10 min
38: Service Level Management (SLM)
8 min
39: Information Analysis for SLM
4 min
40: Technical Management Practices
2 min
41: Conclusion
5 min
ITIL 4 Foundation Sample Exam 1
ITIL 4 Foundation Sample Exam 2
Course Survey
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Module 00: Course Introduction: ITIL® 4 Foundation

  • The Nature of the Class
  • Agenda
  • AXELOS ITIL 4 Schema
  • Available Resources

Module 01: Exam Tips

  • Understanding the Exam Process
  • Exam Questions and Grading
  • Taking the Exam
  • Using the Practice Exams

Module 02: High-Level Service Management and Introduction

  • Where are Services and Service Management Today?
  • Introduction to the Key Elements of ITIL 4:
    • Service Value System (SVS)
    • Four Dimensions Model

Module 03: Key Concepts

  • 15 Terms
  • Practical Application
  • Axel Car Hire

Module 04: Services Defined

  • What is a Service?
  • Service Provision
  • Service Offering
  • Service Relationship Management
  • Organizational Service Management

Module 05: Service Offerings & Relationship 

  • Goods
  • Provisioning
  • Consumption

Module 06: Putting it All Together 

  • Example

Module 07: The Service Relationship Model

Module 08: Axel Car Hire Example

  • Value
  • Value Co-Creation
  • Utility
  • Warranty
  • Cost
  • Outcome
  • Output
  • Risk

Module 09: Critically of Value

  • Utility 
  • Warranty

Module 10: The Dimensions of Service Management

  • Overview of the Four Dimensions
    • Organizations & People
    • Information & Technology
    • Partners & Suppliers
    • Value Streams & Processes
  • Organization & People
    • Culture

Module 11: Information & Technology 

  • The Changing Role of Technology
  • The Value of Technology
  • The Importance of Data 

Module 12: Partners & Suppliers

  • Making it All Work
  • Partners & Suppliers
  • Contracts and Agreements

Module 13: Value Streams and Processes 

  • The Service Value System
  • The Service Value Chain
  • Value Streams
  • Processes

Module 14: ITIL’s Service Value System (SVS) 
The Objectives
The Purpose
Overview

Module 15: SVS Components

  • Governance
  • Practices
  • Service Value Chain
  • The Impact of a Poor SVS

Module 16: Overview of ITIL’s Service Value Chain (SVS)

  • Value Chain Activities
  • What’s included, What’s not
  • Triggers
  • Service value Streams
  • Key Exam Tip

Module 17: SVS – Plan

  • The Purpose
  • What’s Included

Module 18: SVS - Improve

  • The Purpose
  • What’s Included

Module 19: SVS - Engage

  • The Purpose
  • What’s Included

Module 20: SVS - Design & Transition

Module 21: SVS – Obtain/Build & Deliver & Support

  • The Purpose
  • What’s Included

Module 22: ITIL’s 7 Guiding Principles

  • What They Do
  • How They Help
  • What They Are
  • Exam Tip
  • Focus on Value

Module 23: Start Where You Are

  • Definition
  • How it Works

Module 24: Progress Iteratively with Feedback

  • Definition
  • Application
  • Collaborate & Promote Visibility
    • Definition
    • Application
    • Agile, Lean & DevOps

Module 25: Think and Work Holistically

  • Definition
  • Implications
  • Keep it Simple and Practical
    • Why Simple is Important
    • Practical Solutions

Module 26: Optimize & Automate

  • Technology VS. Human Oversight
  • Benefits of Automation

Module 27: Introduction to Key ITIL Practices

  • Introduce the Concept of a “Practice”
  • Introduce the Three Groups of ITIL Practices
    • General Management
    • Service Management
    • Technical Management

Module 28: General Management Practices

  • Purpose Statements
  • Information Security Management
  • Relationship Management
  • Supplier Management

Module 29: Continual Improvement

  • The Purpose
  • The Scope
  • Key Activities
  • Methods and Models
  • Approaches – Lean, Agile, DevOps

Module 30: The Continual Improvement Model

  • What Does it Say?
  • How it Works

Module 31: Continual Improvement & Guiding Principles

  • The Details
  • Collaborate & Promote Visibility

Module 32: Service Management Practices (SMP)

  • Discuss the Purpose of:
    • IT Asset Management
    • Monitoring and Event Management
    • Release Management
    • Service Configuration Management

Module 33: SMP Change Control

  • The Definition
  • The Importance of Change Control
  • Emergency Change

Module 34: SMP Incident Management

  • The Definition
  • The Purpose
  • The Process

Module 35: Problem Management

  • The Purpose
  • The Definition
  • Phases

Module 36: SMP Service Requests Management

  • The Definition
  • The Purpose
  • Types of Requests
  • Guidelines

Module 37:  SMP The Service Desk

  • The Purpose
  • The Function
  • Practical Application

Module 38: Service Level Management (SLM)

  • The Purpose
  • The Definition
  • Skills and Competencies

Module 39: Information Analysis for SLM

  • The Process
  • Information Sources

Module 40: Technical Management Practices

  • Discuss the Purpose of:
    • Deployment Management
  • Review the Discussed ITIL Practices

Module 41: Conclusion

  • Review Exam Content
  • Final Thoughts on Taking the Exam
     
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GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

This Service Strategy (SS) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Strategy environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

View all course details
Video Title
Length
00: Course Introduction
5 min
01: Exam Tips
4 min
02: Service Management as a Practice Part 1
30 min
03: Service Management as a Practice Part 2
16 min
04: Exercise: ITSM and Failure
6 min
05: Strategy and Services
9 min
06: Services and Value
26 min
07: Customers and Service Providers
21 min
08: Defining Services
26 min
09: Service Economics
18 min
10: Sourcing Strategies
16 min
11: Strategy Management for IT Services (StM) Part 1
24 min
12: Strategy Management for IT Services (StM) Part 2
13 min
13: Service Portfolio Management (SPM) Part 1
27 min
14: Service Portfolio Management (SPM) Part 2
27 min
15: Financial Management (FM) Part 1
22 min
16: Financial Management (FM) Part 2
22 min
17: Demand Management (DM) Part 1
28 min
18: Demand Management (DM) Part 2
11 min
19: Business Relationship Management (BRM) Part 1
23 min
20: Business Relationship Management (BRM) Part 2
17 min
21: Governance & Organizations Part 1
7 min
22: Governance & Organizations Part 2
18 min
23: Implementation & Technology Part 1
18 min
24: Implementation & Technology Part 2
17 min
Course Survey
View all course details

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

  • Components of the Service Lifecycle
  • What is a Service?
  • What Comprises Value?
  • What is Service Management?
  • Processes
  • Generic Roles

Module 03: Service Management as a Practice Part 2

  • Purpose & Objectives of Service Strategy
  • Value to the Business
  • Service Strategy Inputs/Outputs
  • SS Challenges, Risks, CSFs

Module 04: Exercise: ITSM and Failure

Module 05: Strategy and Services

  • Deciding a Strategy
  • Four Ps of Strategy

Module 06:  Services and Value

  • Service Breakdown
  • Value
  • Utility & Warranty

Module 07: Customers and Service Providers

  • Customer & Service Assets
  • Service Providers

Module 08: Defining Services

  • Steps to Define Services
  • Strategies for Customer Satisfaction
  • KANO model

Module 09: Service Economics

  • ROI
  • The Business Case
  • Business Impact Analysis (BIA)

Module 10: Sourcing Strategies

  • Sourcing Structures
  • Outsourcing
  • Sourcing Governance

Module 11: Strategy Management for IT Services (StM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Activities

Module 12: Strategy Management for IT Services (StM) Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

Module 13: Service Portfolio Management (SPM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts Part 1

Module 14: Service Portfolio Management (SPM) Part 2

  • Policies/Principles/Basic Concepts Part 2
  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

Module 15: Financial Management (FM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 16: Financial Management (FM) Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Exercise: Cost Model for Desktop Deployment

Module 17: Demand Management (DM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Activities

Module 18: Demand Management (DM) Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

Module 19: Business Relationship Management (BRM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 20: Business Relationship Management (BRM) Part 2

  • Activities
  • Roles Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Exercise: Melchester PBAs/UPs

Module 21: Governance & Organizations Part 1

  •  Governance Basics
  •  Governance Framework
  •  Service Strategy & Governance

Module 22: Governance & Organizations Part 2

  • Organizational Development
  • Organizational Departmentalization
  • Organizational Design

Module 23: Implementation & Technology Part 1

  • Implementing Service Strategy
  • Strategy Implementation via the Lifecycle
  • Strategy Impact on Lifecycle Phases

Module 24: Implementation & Technology Part 2

  • Service Automation
  • Service Interfaces
View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Strategy certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy publication.

View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

Service Operation (SO) provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Operation environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment.

View all course details
Video Title
Length
00: Course Introduction
6 min
01: Exam Tips
4 min
02: Service Management as a Practice
30 min
03: Overview of Service Operation (SO)
14 min
04: Exercise: ITSM and Failure
6 min
05: Service Operation Principles Part 1
24 min
06: Service Operation Principles Part 2
15 min
07: Monitoring and Control Part 1
13 min
08: Monitoring and Control Part 2
22 min
09: Common SO Activities Part 1
32 min
10: Common SO Activities Part 2
22 min
11: Exercise: ITSM Monitor Control Loop
2 min
12: Event Management Part 1
15 min
13: Event Management Part 2
18 min
14: Request Fulfillment (RF)
20 min
15: Request Fulfillment (RF) Part 2
11 min
16: Incident Management (IM) Part 1
29 min
17: Incident Management (IM) Part 2
17 min
18: Problem Management (PM) Part 1
18 min
19: Problem Management (PM) Part 2
14 min
20: Access Management (AccM) Part 1
12 min
21: Access Management (AccM) Part 2
11 min
22: Service Desk (SD) Part 1
13 min
23: Service Desk (SD) Part 2
16 min
24: Technical Management (TM)
11 min
25: IT Operations Management (ITOM)
8 min
26: Application Management (AM)
16 min
27: Organizational Structures
5 min
28: Implementation Considerations
12 min
Course Survey
View all course details

Module 00: Course Introduction

Module 01: Exam Tips
•    Understanding the exam process
•    Exam questions and grading
•    Taking the exam
•    Using the practice exams

Module 02: Service Management as a Practice

•    Components of the Service Lifecycle
•    What is a Service?
•    What Comprises Value?
•    What is Service Management?
•    A Process
•    Generic Roles

Module 03: Overview of Service Operation (SO)
•    Purpose, Objectives, Scope of SO
•    SO – Value to the Business
•    Service Operation Challenges
•    Service Operation Critical Success Factors
•    Service Operation Risks

Module 04: Exercise: ITSM and Failure

Module 05: Service Operation Principles Part 1
•    Achieving Balance in Service Operation
•    Providing Good Service
•    Involvement in Other Lifecycle Phases
•    Operational Health
•    Communication

Module 06: Service Operation Principles Part 2
•    Documentation  
•    SO Inputs and Outputs
•    Generic Technology Considerations
•    Exercise: “That’s Good Enough for Me”

Module 07: Monitoring and Control Part 1
•    Monitor Control Loops
o    Simple
o    Complex
o    ITSM

Module 08: Monitoring and Control Part 2
•    Defining Objectives for Monitoring Control
•    Types of Monitoring and Reporting
•    Measurement, Metrics and KPIs

Module 09: Common SO Activities Part 1
•    IT Operations
•    Server & Mainframe Management and Support
•    Network Management
•    Storage & Archive
•    Database Administration
•    Directory Services Management
•    Desktop & Mobile Device Support
•    Middleware Management
•    Internet/Web Management
•    Facilities & Data Center Management

Module 10: Common SO Activities Part 2
•    Operational Activities in other Lifecycle Phases
•    Improvement of Operational Activities

Module 11: EXERCISE: ITSM Monitor Control Loop

Module 12: Event Management Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 13: Event Management Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Designing for Event Management
•    Technology Consideration

Module 14: Request Fulfillment (RF)
•    Purpose/Objective/Scope
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 15: Request Fulfillment (RF) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 16: Incident Management (IM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 17: Incident Management (IM) Part 2
•    Triggers, Inputs/Outputs &Interfaces
•    Metrics
•    Technology Considerations

Module 18: Problem Management (PM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 19: Problem Management (PM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 20: Access Management (AccM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 21: Access Management (AccM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technical Considerations
•    
Module 22:  Service Desk (SD) Part 1
•    SD – Purpose/Goal/Objective
•    Role of the Service Desk
•    Organizational Structures

Module 23:  Service Desk (SD) Part 2
•    Staffing Options
•    Management Roles
•    Metrics
•    Outsourcing

Module 24: Technical Management (TM)
•    Technical Management Role
•    Activities
•    Design/Maintenance/Support
•    Management Roles
•    Metrics
•    Documentation

Module 25: IT Operations Management (ITOM)
•    Operations Management Role
•    Management Roles
•    Metrics
•    Documentation

Module 26: Application Management (AM)
•    Application Management Role
•    Activities
•    Application Management Lifecycle
•    Application Management Organization
•    Management Roles
•    Metrics
•    Documentation

Module 27: SO Organizational Structures
•    Technical Specialization
•    Activity, Process and Geography Based
•    Hybrid

Module 28: Implementation Considerations
•    Managing Change
•    SO & Project Management
•    Assessing & Managing Risk
•    Operational Staff in Service Design & Transition
•    Planning & Implementing SM Technologies

View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Operation certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publications.

View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

This Service Design (SD) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Design environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision.  The Service Design course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

View all course details
Video Title
Length
00: Course Introduction
5 min
01: Exam Tips
4 min
02: Service Management as a Practice Part 1
28 min
03: Service Management as a Practice Part 2
21 min
04: Exercise: ITSM and Failure
6 min
05: Service Design Principles Part 1
15 min
06: Design Aspects Part 1
20 min
07: Design Aspects Part 2
12 min
08: Design Aspects Part 3
8 min
09: Design Coordination (DC)
17 min
10: Service Catalog Management (SCatM) Part 1
9 min
11: Service Catalog Management (SCatM) Part 2
6 min
12: Service Level Management (SLM) Part 1
9 min
13: Service Level Management (SLM) Part 2
26 min
14: Availability Management (AM) Part 1
16 min
15: Availability Management (AM) Part 2
22 min
16: Capacity Management (CapM) Part 1
25 min
17: Capacity Management (CapM) Part 2
12 min
18: IT Service Continuity Management (ITSCM) Part 1
20 min
19: IT Service Continuity Management (ITSCM) Part 2
21 min
20: Information Security Management (ISM) Part 1
15 min
21: Information Security Management (ISM) Part 2
19 min
22: Supplier Management (SuppM)
26 min
23: Implementing Service Design
8 min
24: Requirements Engineering
11 min
25: Data, Information & Application Management
17 min
26: Service Management Technology
12 min
Course Survey
View all course details

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

•Topic One: Components of the Service Lifecycle
•Topic Two: What is a Service?
•Topic Three: What Comprises Value?
•Topic Four: What is Service Management?
•A Process
•A Function
•Generic Roles

Module 03: Service Management as a Practice Part 2

•Purpose and Objectives of Service Design
•Scope of Service Design
•Generic SD Roles
•Service Design – Value to the Business
•SD Inputs and Outputs
•SD Challenges, Critical Success Factors, and Risks
•Key Concepts for Service Design

Module 04: Exercise: ITSM and Failure

Module 05: Service Design Principles Part 1

•Overview
•Balanced Design
•Service & Business Requirements
•Design Activities & Constraints

Module 06: Design Aspects Part 1

•The 5 Aspects of Service Design
•Designing Service Solutions
•Designing the Management Information Systems
•Designing the Technology and Architecture

Module 07: Design Aspects Part 2

•Designing Processes
•RACI Diagram
•Designing Measurement Systems and Metrics

Module 08: Design Aspects Part 3

•Service Oriented Architecture (SOA)
•Service Design Models
•Exercise: Designing Service Acceptance Criteria

Module 09: Design Coordination (DC)

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs, Interfaces
•Metrics

Module 10: Service Catalog Management (SCatM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 11: Service Catalog Management (SCatM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 12: Service Level Management (SLM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 13: Service Level Management (SLM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Sample Service Catalog Entry
•Sample SLA
•Sample OLA

Module 14: Availability Management (AM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview

Module 15: Availability Management (AM) Part 2

•Process Activities
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 16: Capacity Management (CapM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 17: Capacity Management (CapM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 18: IT Service Continuity Management (ITSCM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 19: IT Service Continuity Management (ITSCM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 20: Information Security Management (ISM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 21: Information Security Management (ISM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 22: Supplier Management (SuppM)

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Exercise: Supplier Management Process Flow

Module 23: Implementing Service Design

•General Implementation Considerations
•Implementation Framework
•Measurement of Service Design
•Prerequisites for Success (PFS)

Module 24: Requirements Engineering

•Requirement Types
•Requirement Investigation
•Documenting Requirements
•Requirements Catalogue

Module 25: Data, Information & Application Management

•Managing Data and Information
•Application Management
•Application Portfolio
•Application Design

Module 26: Service Management Technology

•Tools for Service Design
•Service Management Technology
•Tool Selection Process

View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Design certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publications.

View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

This Service Transition (ST) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Transition environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. It has a number of study units and supporting exercises that reinforce the knowledge gained.

View all course details
Video Title
Length
00: Course Introduction
6 min
01: Exam Tips
4 min
02: Service Management as a Practice Part 1
24 min
03: Service Management as a Practice Part 2
25 min
04: Exercise: ITSM and Failure
6 min
05: Service Transition (ST) Policies
8 min
06: Managing ST
15 min
07: Transition Planning & Support (TPS) Part 1
11 min
08: Transition Planning & Support (TPS) Part 2
8 min
09: Change Management (ChM) Part 1
24 min
10: Change Management (ChM) Part 2
20 min
11: Service Asset & Configuration Management (SACM) Part 1
23 min
12: Service Asset & Configuration Management (SACM) Part 2
13 min
13: Release & Deployment Management (RDM) Part 1
13 min
14: Release & Deployment Management (RDM) Part 2
23 min
15: Service Validation & Testing (SVT) Purpose and Objectives Part 1
10 min
16: SVT Testing Part 2
13 min
17: SVT Process Part 3
12 min
18: Change Evaluation (ChE)
17 min
19: Knowledge Management (KM)
17 min
20: Managing People through Service Transitions Part 1
16 min
21: Managing People through Service Transitions Part 2
14 min
22: Organizing, Implementing & Improving Service Transition
12 min
Course Survey
View all course details

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

  • Components of the Service Lifecycle
  • What is a Service?
  • What Comprises Value?
  • What is Service Management?
  • A Process
  • Generic Roles

Module 03: Service Management as a Practice Part 2

  • Purpose & Objectives of Service Transition
  • Scope of Service Transition
  • Value to the Business
  • ST Inputs & Outputs
  • ST Challenges, Risks, CSFs
  • Key Concepts for Service Transition

Module 04: Exercise: ITSM and Failure

Module 05: Service Transition (ST) Policies

  • Review
  • Policies for Service Transition

Module 06: Managing ST

  • Managing Difficult Situations
  • Optimizing ST Performance
  • Technology Specific to Service Transition
  • Exercise: Writing Policy Statements

Module 07: Transition Planning & Support (TPS) Part 1

  • Overview
  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Process Overview

Module 08: Transition Planning & Support (TPS) Part 2

  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 09: Change Management (ChM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 10: Change Management (ChM) Part 2

  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Common Metrics
  • Challenges & Risk
  • Process Roles

Module 11: Service Asset & Configuration Management (SACM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 12: Service Asset & Configuration Management (SACM) Part 2

  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 13: Release & Deployment Management (RDM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 14: Release & Deployment Management (RDM) Part 2

  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles
  • Exercise: Early Life Support Criteria

Module 15: Service Validation & Testing (SVT) Purpose and Objectives

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

Module 16: SVT Testing

  • Test strategy
  • Test model
  • Types of Testing

Module 17: SVT Process

  • Process Activities
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 18: Change Evaluation (ChE)

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 19: Knowledge Management (KM)

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Process Overview
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Process Roles

Module 20: Managing People through Service Transitions Part 1

  • Managing Communication
  • Organizational & Stakeholder Change
  • STs Role in Organizational Change

Module 21: Managing People through Service Transitions Part 2

  • Assessing Organizational Readiness
  • How to deal with Change
  • Stakeholder Management

Module 22: Organizing, Implementing & Improving Service Transition

  • Organizing for Transition
  • Generic ST Roles
  • ST Relationship with Lifecycle Phases
  • Implementing Service Transition
  • Summary
View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Transition certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition publication.

View all course details

GogoTraining is an Accredited ITIL® ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

 

This Accredited Training Program is for individuals seeking specialist certification in the ITIL® Release, Control and Validation practice area. In order to sit for the Release, Control and Validation exam you need to have passed your ITIL® Foundation exam and completed the GogoTraining Accredited Release, Control and Validation course.

 

You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the process aspects of Release, Control and Validation from a practical perspective and covers the following key ITIL process and role areas: Change Management; Release and Deployment Management; Service Validation and Testing; Service Asset and Configuration Management; Knowledge Management; Request Fulfillment and Evaluation.

 

The ITIL Intermediate Qualification: Release, Control and Validation (RCV) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

View all course details
Video Title
Length
00: Course Introduction: ITIL® 2011: Release, Control & Validation
10 min
01: Exam Tips
7 min
02: Service Management as a Practice Part 1
26 min
03: Service Management as a Practice Part 2
21 min
04: Service Management as a Practice Part 3
15 min
05: Service Asset & Configuration Management (SACM) Part 1
28 min
06: Service Asset & Configuration Management Part 2
25 min
07: Service Asset & Configuration Management Part 3
19 min
08: Change Management (ChM) Part 1
21 min
09: Change Management Part 2
20 min
10: Change Management Part 3
24 min
11: Change Management Part 4
26 min
12: Request Fulfillment Part 1
21 min
13: Request Fulfillment Part 2
24 min
14: Release and Deployment Management Part 1
26 min
15: Release and Deployment Management Part 2
21 min
16: Release and Deployment Management Part 3
15 min
17: Release and Deployment Management Part 4
18 min
18: Release and Deployment Management Part 5
12 min
19: Release and Deployment Management Part 6
27 min
20: Service Validation and Testing Part 1
21 min
21: Service Validation and Testing Part 2
13 min
22: Service Validation and Testing Part 3
25 min
23: Change Evaluation Part 1
24 min
24: Change Evaluation Part 2
16 min
25: Knowledge Management Part 1
25 min
26: Knowledge Management Part 2
19 min
27: Service Management Technology
20 min
Course Survey
View all course details

Module 00: Course Introduction: ITIL® 2011: Release, Control & Validation

Module 01: Exam Tips

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

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Service Management Core Concepts 
  • Generic Roles
  • Key Service Management Concepts for RCV
  • RACI Model
  • Deming’s PDCA Model

Module 03: Service Management as a Practice Part 2

  • Purpose, Objectives, Scope and Value
  • ST Challenges
  • ST Metrics
  • ST Risks
  • Service Lifecycle and RCV 

Module 04: Service Management as a Practice Part 3

  • Service Transition Activities for RCV
  • Transition Strategy
  • Transition Planning
  • Exercise: General Service Quality Improvement

Module 05: Service Asset & Configuration Management (SACM) Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Configuration Model, Configuration Management System
  • Asset Management 

Module 06: Service Asset & Configuration Management Part 2

  • SACM Activities
  • Plan, Identify and Control
  • Status Accounting and Reporting
  • Verification and Audit

Module 07: Service Asset & Configuration Management Part 3

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks
  • Exercise: Simple Model for Desktop Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 6
    • Sample Exam 2, Question 7
  • Exam Question Protocols

Module 08: Change Management (ChM) Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Design & Planning Considerations
  • Key ChM Definitions

Module 09: Change Management Part 2

  • Basic Concepts
  • Change Advisory Board
  • CAB Activities
  • "Normal Changes"

Module 10: Change Management Part 3

  • Activities
  • Assess and Evaluate
  • Authorize, Coordinate, Review & Close
  • Emergency Changes
  • ChM Activities in Service Operation

Module 11: Change Management Part 4

  • Roles
  • Activities
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks
  • Exam Question Exercise: Sample Exam 2, Question 6
  • Exam Question Review: Sample Exam 1, Question 6

Module 12: Request Fulfillment Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activity Overview

Module 13: Request Fulfillment Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exercise: ST Dependencies
  • Exam Question Exercise:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 4
  • Exam Question Review: Sample Exam 2, Question 6

Module 14: Release and Deployment Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Release Packages
  • Deployment Options
  • Deployment Models

Module 15: Release and Deployment Management Part 2

  • RDM Activities Overview
  • Stage 1: Release and Deployment Planning
  • Service-V Model

Module 16: Release and Deployment Management Part 3

  • Stage 2: Release and Test
  • Service Testing

Module 17: Release and Deployment Management Part 4

  • Stage 3: Deployment
  • Deployment Activities

Module 18: Release and Deployment Management Part 5

  • Stage 4: Review and Close
  • RDM Activities in Service Operations

Module 19: Release and Deployment Management Part 6

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exercise: Early Life Support Exit Criteria
  • Exam Question Exercise:
    • Sample Exam 1, Question 1
    • Sample Exam 2, Question 8
  • Exam Question Review: Sample Exam 2, Question 4

Module 20: Service Validation and Testing Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Test Models
  • Validation and Testing Levels

Module 21: Service Validation and Testing Part 2

  • Service Validation and Testing Activities
  • Test Management
  • Review SVT Activities

Module 22: Service Validation and Testing Part 3

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 5, 7
    • Sample Exam 2, Question 3
  • Exam Question Review: Sample Exam 2, Question 8

Module 23: Change Evaluation Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Evaluation Process
  • Risk Management
  • Evaluation Reporting

Module 24: Change Evaluation Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks
  • Exercise: “Same Words, Different Tune”
  • Exam Question Exercise:
    • Sample Exam 1, Question 2
    • Sample Exam 2, Question 1, 2
  • Exam Question Review: Sample Exam 2, Question 3

Module 25: Knowledge Management Part 1

  • Purpose, Objectives, Scope
  • Value to the Business
  • Basic Concepts
  • KM Activities

Module 26: Knowledge Management Part 2

  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Challenges and Risks 
  • Exam Question Exercise:
    • Sample Exam 1, Question 3
    • Sample Exam 2, Question 5
  • Exam Question Review: Sample Exam 2, Question 2

Module 27: Service Management Technology

  • Tool Selection
  • Service Automation
  • Tools Specific to RCV 
  • Exam Question Exercise: Sample Exam 1, Question 8
  • Exam Question Review: Sample Exam 1, Question 8 
View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Release, Control and Validation certification exam, you must have taken and passed the ITIL® Foundations exam (or v2, 2007 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.

 

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition and ITIL Service Operation publications.

View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 30 contact hours required to sit for your exam.

This PEOPLCERT accredited training program is for individuals seeking specialist certification in the ITIL® Planning, Protection, and Optimization practice area. In order to sit for the Planning, Protection, and Optimization exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Planning, Protection, and Optimization course.

In this course ITIL Expert Dr. Suzanne Van Hove gives you all the tools you need to fully understand the process aspects of Planning, Protection and Optimization from a practical perspective. You will delve into key ITIL process and role areas including capacity management, availability management, IT service continuity management, information security management and demand management.

The ITIL Intermediate Qualification: Planning, Protection, and Optimization(PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

View all course details
Video Title
Length
00: Course Introduction: ITIL® 2011: Planning, Protection and Optimization
8 min
01: Exam Tips
7 min
02: Service Management as a Practice Part 1
19 min
03: Service Management as a Practice Part 2
16 min
04: Service Management as a Practice Part 3
26 min
05: Service Management as a Practice Part 4
17 min
06: Demand Management Part 1
24 min
07: Demand Management Part 2
24 min
08: Capacity Management Part 1
21 min
09: Capacity Management Part 2
17 min
10: Capacity Management Part 3
24 min
11: Availability Management Part 1
15 min
12: Availability Management Part 2
20 min
13: Availability Management Part 3
25 min
14: Availability Management Part 4
19 min
15: Information Security Management (ISM) Part 1
15 min
16: Information Security Management (ISM) Part 2
10 min
17: Information Security Management (ISM) Part 3
11 min
18: IT Service Continuity Management (ITSCM) Part 1
10 min
19: IT Service Continuity Management (ITSCM) Part 2
28 min
20: IT Service Continuity Management (ITSCM) Part 3
22 min
21: Service Management Technology
11 min
Course Survey
View all course details

Module 00: Course Introduction: ITIL® 2011: Planning, Protection and Optimization

 

Module 01: Exam Tips

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

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Processes
  • Definitions
  • PPO Processes

Module 03: Service Management as a Practice Part 2

  • Generic Roles
  • Key Service Management Concepts
  • RACI Model
  • Deming’s PDCA Model

Module 04: Service Management as a Practice Part 3

  • Service Design Purpose, Objectives, Scope and Value
  • Design Role and Implementation in PPO
  • Challenges
  • Activity: List CSFs and KPIs
  • Metrics
  • Risks
  • Design Fundamentals
  • Setting Direction

Module 05: Service Management as a Practice Part 4

  • Design Aspects
  • Roles and Management
  • Exam Question Exercise: Sample Exam 1, Question 2
  • Exam Question Protocols

Module 06: Demand Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities

Module 07: Demand Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 6
    • Sample Exam 2, Question 7 
  • Exam Question Review: Sample Exam 1, Question 2 

Module 08: Capacity Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Planning
  • Subprocesses

Module 09: Capacity Management Part 2

  • Activities
  • Modeling and Trending
  • Application Sizing

Module 10: Capacity Management Part 3

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Exercise: Capacity Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 5
    • Sample Exam 2, Question 3, 6
  • Exam Question Review: Sample Exam 2, Question 7 

Module 11: Availability Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Measurement

Module 12: Availability Management Part 2

  • Reactive Activities
  • Monitor, Measure, Analyze and Report (MMAR)

Module 13: Availability Management Part 3

  • Proactive Activities
  • Plan/Design
  • Risk Assessment
  • Review and Improvement

Module 14: Availability Management Part 4

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Exercise: Expanded Incident Lifecycle
  • Exam Question Exercise:
    • Sample Exam 1, Question 1
    • Sample Exam 2, Question 8
  • Exam Question Review: Sample Exam 1, Question 5 

Module 15: Information Security Management (ISM) Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Risk Assessment
  • Information Security Management Systems (ISMS)
  • Security Governance

Module 16: Information Security Management (ISM) Part 2

  • Activities
  • Breaches and Incidents

Module 17: Information Security Management (ISM) Part 3

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Challenges and Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 2

Module 18: IT Service Continuity Management (ITSCM) Part 1

  • Purpose, Objectives, and Scope 
  • Value to the Business
  • Basic Concepts

Module 19: IT Service Continuity Management (ITSCM) Part 2

  • Activities
  • Stage 1: Initiation
  • Stage 2: Requirements and Strategy
  • Stage 3: Implementation
  • Stage 4: Ongoing Operation

Module 20: IT Service Continuity Management (ITSCM) Part 3

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Challenges and Risks
  • Exercise: Recovery Operations
  • Exam Question Exercise:
    • Sample Exam 1, Question 3, 7, 8
    • Sample Exam 2, Question 4, 5
  • Exam Question Review: Sample Exam 1, Question 4 

Module 21: Service Management Technology

  • Concepts
  • Tool Selection Process
  • Plan and Implementation
  • Exam Question Exercise: Sample Exam 2, Question 2
View all course details

ITIL® Foundation training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Planning, Protection & Optimization certification exam, you must have taken and passed the ITIL® Foundations exam (or v2, 2007 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.

 

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication.

View all course details

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

This PEOPLECERT accredited training program is for individuals seeking specialist certification in the ITIL® Operational Support and Analysis practice area. In order to sit for the Operational Support and Analysis exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Operational Support and Analysis.

You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. The course includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle and specifically in the following ITIL process, role and function areas:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
View all course details
Video Title
Length
00: Course Introduction: ITIL® 2011: Operational Support and Analysis
8 min
01: Exam Tips
7 min
02: Service Management as a Practice Part 1
21 min
03: Service Management as a Practice Part 2
23 min
04: Service Management as a Practice Part 3
27 min
05: Functions Part 1
14 min
06: Functions Part 2
8 min
07: Functions Part 3
22 min
08: Service Desk Part 1
25 min
09: Service Desk Part 2
25 min
10: Request Fulfillment Part 1
23 min
11: Request Fulfillment Part 2
12 min
12: Access Management Part 1
16 min
13: Access Management Part 2
20 min
14: Event Management Part 1
19 min
15: Event Management Part 2
18 min
16: Incident Management Part 1
24 min
17: Incident Management Part 2
20 min
18: Problem Management Part 1
24 min
19: Problem Management Part 2
23 min
20: Service Management Technology
10 min
Course Survey
View all course details

Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis

 

Module 01: Exam Tips

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

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Processes
  • Definitions
  • SO/OSA Processes
  • Service Operation Functions

Module 03: Service Management as a Practice Part 2

  • Generic Roles
  • Key Service Management Concepts
  • RACI Model
  • Deming’s PDCA Model

Module 04: Service Management as a Practice Part 3

  • Service Design Purpose, Objectives, Scope and Value
  • Challenges
  • Metrics
  • Risks
  • Managing Service Operation
  • Exam Question Exercise: Sample Exam 2, Question 8
  • Exam Question Protocols

Module 05: Functions Part 1

  • Technical Management Objectives
  • Activities
  • Roles Description

Module 06: Functions Part 2

  • IT Operations Management Objectives
  • Specific Roles
  • Management Objectives
  • Organizational Structure

Module 07: Functions Part 3

  • Application Management Objectives
  • Activities
  • Exercise: SO Processes and Functions
  • Exam Question Exercise:
    • Sample Exam 1, Question 6
    • Sample Exam 2, Question 5
  • Exam Question Review: Sample Exam 2, Question 8

Module 08: Service Desk Part 1

  • Purpose and Objectives
  • Type of Service Desks
  • Staffing

Module 09: Service Desk Part 2

  • Roles
  • Metrics
  • Outsourcing
  • Exam Question Exercise: Sample Exam 1, Question 1
  • Exam Question Review: Sample Exam 2, Question 5 

Module 10: Request Fulfillment Part 1

  • Purpose, Objectives and Value
  • Basic Concepts
  • Activities
  • Roles

Module 11: Request Fulfillment Part 2

  • Triggers and Inputs/Outputs
  • Metrics
  • Challenges and Risks
  • Tools and Technology
  • Exercise: RF Process Dependencies
  • Exam Questions
    • Sample Exam 1, Question 7
    • Sample Exam 2, Question 2 

Module 12: Access Management Part 1

  • Purpose, Objectives and Scope
  • Value to the Business
  • Policies
  • Activities

Module 13: Access Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Tools and Technology
  • Exercise: Applying Controls with Access Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 2
    • Sample Exam 2, Question 4
  • Exam Question Review: Sample Exam 2, Question 2

Module 14: Event Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities

Module 15: Event Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Event Management Design
  • Exercise: Deploy Event Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 3

Module 16: Incident Management Part 1

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Basic Concepts
  • Incident Models
  • Activities

Module 17: Incident Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 8
    • Sample Exam 2, Question 7

Module 18: Problem Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities
  • Problem Review

Module 19: Problem Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exercise: IM vs. PM
  • Exam Question Exercise:
    • Sample Exam 1, Question 3
    • Sample Exam 2, Question 6
  • Exam Question Review: Sample Exam 1, Question 8

Module 20: Service Management Technology

  • Tool Selection Process
  •  Generic Requirements
  • Exam Question Exercise:
    • Sample Exam 1, Question 5
    • Sample Exam 2, Question 1
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ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Operational Support & Analysis certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.

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GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

This PEOPLECERT accredited training program is for individuals seeking specialist certification in the ITIL® Continual Service Improvement practice area. In order to sit for the Continual Service Improvement exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Continual Service Improvement course.

You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the lifecycle aspects of Continual Service Improvement (CSI) from a managerial/supervisory perspective, including - CSI principles, activities and technology considerations. She also gives an overview of the CSI Process. Additionally the course considers the interfaces between CSI and the other stages of the ITIL Service Lifecycle.

The ITIL Intermediate Qualification: Continual Service Improvement (CSI) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

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Video Title
Length
00: Course Introduction - ITIL® 2011: Continual Service Improvement
6 min
01: Exam Tips
7 min
02: Service Management as a Practice Part 1
20 min
03: Service Management as a Practice Part 2
21 min
04: Service Management as a Practice Part 3
18 min
05: CSI Principles
21 min
06: CSI Process Part 1
8 min
07: CSI Process Part 2
23 min
08: CSI Process Part 3
15 min
09: CSI Methods and Techniques Part 1
25 min
10: CSI Methods and Techniques Part 2
22 min
11: CSI Methods and Techniques Part 3
12 min
12: CSI Methods and Techniques Part 4
18 min
13: Implementing CSI
24 min
14: CSI Technology Considerations
19 min
Course Survey
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Module 00: Course Introduction - ITIL® 2011: Continual Service Improvement

Module 01: Exam Tips

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

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Processes
  • Generic Roles

Module 03: Service Management as a Practice Part 2

  • Purpose, Objectives and Scope of CSI
  • CSI Roles and Responsibilities
  • RACI Model Overview

Module 04: Service Management as a Practice Part 3

  • CSI Inputs/Outputs
  • CSI Challenges
  • CSI CSFs & Risks
  • Exam Questions Exercise:
    • Sample Exam 1 - Questions 2, 4
    • Sample Exam 2 - Question 5, 8

Module 05: CSI Principles

  • Management Principles for CSI
  • 7 Step Improvement Process
  • Governance
  • Other Frameworks
  • Exercise: CSI Day-to-Day Activities
  • Exam Question Review:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 8
  • Exam Questions Exercise: Sample Exam 1 – Question 7

Module 06: CSI Process Part 1

  • Purpose, Objectives & Scope of 7-Step
  • Value to the Business
  • 7-Step Improvement Process Introduction

Module 07: CSI Process Part 2

  • The 7 Steps Analyzed
  • Strategy for Improvement
  • Defining Measurement
  • Gathering and Processing Data
  • Data Analysis and Presentation
  • Implementation of Improvements
  • Roles specific to the 7-step

Module 08: CSI Process Part 3

  • Triggers, Inputs/Outputs and Interfaces
  • Integration to SM Processes
  • Exercise: Process Interfaces
  • Metrics, Challenges and Risks
  • Exercise Review: CSI Day-to-Day Activities
  • Exam Questions Exercise:
    • Sample Exam 1 – Question 8
    • Sample Exam 2 – Question 6

Module 09: CSI Methods and Techniques Part 1

  • Assessments
  • Gap Analysis
  • Benchmarking

Module 10: CSI Methods and Techniques Part 2

  • Service Measurement
  • Managing Measurement
  • Metrics
  • Reporting

Module 11: CSI Methods and Techniques Part 3

  • Measuring and Reporting Frameworks
    • SWOT
    • ROI
  • Business Case
  • Service Reporting

Module 12: CSI Methods and Techniques Part 4

  • CSI and Service Management Processes
    • SLM, Availability Management, Capacity Management, ITSCM
    • Problem Management, Knowledge Management
  • Exam Question Review: Sample Exam 2, Question 6
  • Exam Questions Exercise:
  • Sample Exam 1 – Questions 1, 5
  • Sample Exam 2 – Questions 1,2 and 3

Module 13: Implementing CSI

  • The Role of Governance and COBIT
  • Organizational Change
  • Communicating Strategy and Plan
  • Exercise: Develop and Use the Balanced Scorecard
  • Exam Review: Sample Exam 1, Question 5
  • Exam Questions Exercise: Sample Exam 1, Questions 3, 6

Module 14: CSI Technology Considerations

  • Technology Considerations
  • Tools to Support CSI Activities
  • Exercise Review: Develop and Use the Balanced Scorecard
  • Exam Questions Exercise: Sample Exam 2, Questions 4, 7
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Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2007/2011 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.

It is strongly recommended that candidates read the ITIL Continual Service Improvement publication in advance of attending training for the certification; references to the book will be made during the course. 

Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

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GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

This Service Offerings & Agreements (SOA) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Management environment and require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown how they may be used to enhance overall service quality, service provision and contribute to their organization’s ongoing service improvement program.

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Video Title
Length
00: ITIL© 2011: Service Offerings and Agreements - Course Introduction
7 min
01: Service Management as a Practice
26 min
02: Processes, Functions and Generic Roles
19 min
03: Service Management Key Concepts
16 min
04: Introduction to SOA
29 min
05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
4 min
06: Service Portfolio Management Part 1
25 min
07: Service Portfolio Management Part 2
27 min
08: Service Portfolio Management Part 3
32 min
09: Service Portfolio Management Part 4
13 min
10: Service Catalog Management Part 1
18 min
11: Service Catalog Management Part 2
17 min
12: Business Relationship Management Part 1
35 min
13: Business Relationship Management Part 2
31 min
14: Service Level Management Part 1
19 min
15: Service Level Management Part 2
29 min
16: Service Level Management Part 3
21 min
17: Supplier Management Part 1
28 min
18: Supplier Management Part 2
28 min
19: Demand Management Part 1
29 min
20: Demand Management Part 2
13 min
21: Financial Management Part 1
21 min
22: Financial Management Part 2
33 min
23: Financial Management Part 3
19 min
24: Financial Management Part 4
14 min
25: Service Management Technology
15 min
26: Exam Tips
8 min
Course Survey
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Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

Module 01: Service Management as a Practice

  • Components of the Service Lifecycle
  • What is a Service?
  • What comprises value?
  • What is Service Management?

Module 02: Processes, Functions and Generic Roles

  • Processes & Functions
  • Generic Roles

Module 03: Service Management Key Concepts

  • The 4Ps of Strategy
  • The 4Ps of Service Design
  • Portfolio Pipeline and Catalog

Module 04: Introduction to SOA

  • Strategy Management for IT Services
  • Design Coordination
  • Concepts underpinning SOA
  • Implementing Processes & Practices
  • Exercise: Sample Exam Question

Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

Module 06: Service Portfolio Management Part 1

  • Purpose & Objective
  • Value to the business

Module 07: Service Portfolio Management Part 2

  • Policies/Principles/Basic Concepts
  • Various Portfolios
  • Introduction to Activities

Module 08: Service Portfolio Management Part 3

  • Define
  • Analyze
  • Approve
  • Charter

Module 09: Service Portfolio Management Part 4

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 10: Service Catalog Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 11: Service Catalog Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: Write a Catalog Entry

Module 12:  Business Relationship Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 13:  Business Relationship Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: BRM Sources of Information

Module 14: Service Level Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 15: Service Level Management Part 2

  • Designing SLA frameworks
  • Negotiation
  • Service Reporting
  • Complaints and compliments

Module 16: Service Level Management Part 3

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: SLA Review

Module 17: Supplier Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts
  • Activities

Module 18: Supplier Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 19: Demand Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts
  • Activities

Module 20: Demand Management Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 21:  Financial Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 22:  Financial Management Part 2

  • Accounting
  • Cost Model
  • Cost Type, Elements, Classification
  • Depreciation

Module 23:  Financial Management Part 3

  • Budgeting
  • Charging
  • Pricing and Billing

Module 24:  Financial Management Part 4

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: Cost Model for a Desktop Environment

Module 25:  Service Management Technology

  • Tool Selection Process
  • SD Tools
  • Plan & Implement SM Technologies
  • Exercise: Sample Exam Question

Module 26: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams
View all course details

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Offerings and Agreements certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy and ITIL Service Design publications.

View all course details

The ITIL 4 Managing Professional Transition Certification is designed to reward everyone with 17 credits or more in the highly regarded ITIL V3 Training and Certification Track.  If you are one of the elite with 17 or more ITIL V3 credits, then the ITIL 4 Managing Professional Transition Certification course is the next step in your ITIL Certification career.

If you hold 17 or more ITIL V credits then you get to skip the 4 Managing Professional certification courses and go straight to the Managing Professional Transition certification training course.  This saves you the cost of taking 4 courses and 4 more exams.  It is highly recommended that all attendees are well versed in the concepts covered in the ITIL 4 Foundation course.

We are very excited to announce that Dr. Suzanne Van Hove will be the author of this course.  As of today, the Managing Professional Transition Exam is set to be released by AXELOS on October 1, 2019.  We expect our course to be released November 2019.  The course will cover:

  • Create, Deliver and Support
  • Drive Stakeholder Value
  • High Velocity IT
  • Direct, Plan and Improve

In addition to these topics the course will also provide an introduction to the key concepts in ITIL 4.  

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Video Title
Length
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In order to qualify to take the ITIL 4 Managing Professional Transition course you must hold 17 ITIL V3 Credits.

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Get Started Learning

ITIL 4 Managing Professional Career Pack Today!

Dr. 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.

Certification

As of the publishing of this page AXELOS and PeopleCert have not released any certification information on the ITIL Managing Professional Transition exam.  As soon as it is released we will update this page.