ITIL Edition 2011 Foundation WBT eLearning

product description

You will get an ITIL(R) Edition 2011 Overview based on the requirements of the Foundation requirements:

• Module 1 Introduction and Basics concept: Business and IT Integration: the challenges, What is a Service?, What is Service Management?,  Service Management in practice,  What is IT Governance?,  Processes and functions, Roles and the RACI model, Basic concept of generating added value (Utility & Warranty), Behaviour, attitude and culture , Service Lifecycle, What is ITIL®?, Why is ITIL® so successful?
  
• Module 2 Service Strategy: An overview of the Service Strategy Phase, Generating added value through services, Service Level Packages, A model of business activities, Resources and abilities, Risk management, Service Portfolio Management, Financial Management for IT Services, Business Case, Business Relationship Management, Technology and Architecture
  
• Module 3 Service Design: Overview of the Service Design Phase; The 4 Ps of Service Management: People, processes, products and partners; The five main aspects of Service Design; Service Design Packages; Service Level Management; Service Catalogue Management; Availability Management; Information Security Management; Supplier Management; Capacity Management; IT Service Continuity Management; Design Co-ordination; Abilities and Training
• Module 4 Service Transition: Overview of the Service Transition phase; Principles and policy of the Service Transition phase; Change Management; Release and Deployment Management; Knowledge Management; Service Asset and Configuration Management; Transition Planning and Support
• Module 5 Service Operation: Overview of the Service Operation phase; The principles and role of communication in the Service Operation phase; Incident Management; Problem Management; Event Management; Request Fulfilment; Access Management; as well as the Service Desk, Technical Management, Application Management and IT Operation Management functions
• Module 6 Continual Service Improvement: the Continual Service Improvement phase; the Continual Service Improvement approach; the Deming Cycle; the role of measuring for the Continual Service Improvement; types of metrics; the 7-Stage Improvement Process; Service Reporting
• ITIL V3 Mock Exam (80 Questions)