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ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle

Overview/Description Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies. This course will assist the learner in preparing for...

ITIL® 2011 Edition Foundation: Service Design Fundamentals

Overview/Description IT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL®, Service Design is a stage of the Service Lifecycle that helps IT organizations create the design specifications to provide these IT services. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. Target Audience For...

ITIL® 2011 Edition Foundation: Service Design Processes

Overview/Description IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered...

ITIL® 2011 Edition Foundation: Service Operation Processes

Overview/Description IT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course examines the Service Operation processes within the ITIL® Service Lifecycle, including Incident Management and Problem Management, as well as Event, Request, and Access Management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL®...

ITIL® 2011 Edition Foundation: Service Strategy Fundamentals

Overview/Description IT organizations face a variety of challenges to maintain a strategic advantage over their competitors. Within IT Infrastructure Library (ITIL®), Service Strategy is a stage of the Service Lifecycle that helps IT organizations create value for their organizations through their service assets. This course examines how value is created through service assets, and how these service assets can perform better through service automation. It also details two processes: Strategy Management for IT services and Service Portfolio Management. This course will assist the learner in...

ITIL® 2011 Edition Foundation: Service Strategy Processes

Overview/Description In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy: Demand Management, Financial Management, and business relationship management. This course will assist the learner in preparing for the ITIL® Foundation certification examination. This course is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. Target...

ITIL® 2011 Edition Foundation: Service Transition Processes and Policies

Overview/Description IT organizations need to transition their IT service designs into the live environment. Sound Service Transition processes are critical to the success of releasing IT services and help ensure that Service Design solutions will achieve their expectations. This course examines ITIL® Service Transition processes and policies, including release and deployment management, knowledge management, asset transition, service, and validation, and change management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned...

ITIL® 2011 Edition OSA: Function Activities

Overview/Description Every IT service requires applications – software that provides functioning for systems, services, and processes. And proper Application Management is critical to successfully delivering, supporting, and maintaining IT services in your organization, both internally to your users and to your external customers. This course covers the high level and low level roles of the Application Management function within the organization, and the objectives of Application Management. This course also details both the generic and specific activities that are part of the Application...

ITIL® 2011 Edition OSA: Incident Management Interactions

Overview/Description The ability to resolve a problem efficiently is critical for both you and your customers. But what happens when you have dozens, hundreds, or even thousands of customers each contacting you with the same issue? While you may be able to resolve each of their incidents one at a time, the loss of time, revenue, and resources is far too great to manage this way. Effective Incident Management is not just about resolving incidents as quickly as you can. It's about having the ability to identify and address widespread incidents, developing processes for handling categories of...

ITIL® 2011 Edition OSA: Introduction to Access Management

Overview/Description You probably wouldn't leave the keys to your car, house, or office lying around for anyone to grab and use as they please. The same attention you give to protecting your physical valuables should be considered when protecting the confidentiality, availability, and integrity of your organization's IT data and intellectual property. Proper Access Management is critical for providing access to users who require it, and keeping those who don't out. This course covers the purpose, scope, and value of Access Management to the organization. This course also details the steps in...

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