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ITIL® Foundation (2011)

Von Helen Morris

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Become an Expert in Service Management

ITIL® is the most widely accepted and used set of practices for service management in the world. It is designed for organizations that want to improve their activity in the field of customer-focused service, and provides real benefits to real businesses. ITIL® has become more relevant than ever, especially with regard to the cooperation between the private and the public sector. Furthermore, the method is supported by a wide range of publications, consultancies, software tools, and can be adapted to meets any business’ needs.

This course offers the best introduction to the ITIL® framework and is ideal for those who want to improve their career opportunities by obtaining a worldwide recognized IT-certification. The series of lectures cover the description and definition of service management, and provide insight into the service lifecycle and how this aspect helps IT to deliver services to businesses.

In this course you will learn how to:
  • Support businesses to meet IT requirements
  • Support businesses in their need for higher quality and lower costs in IT provision
  • Introduce a consistent way of working to improve effectiveness, efficiency, and cost effectiveness

* Discounts and special offers do not apply to this course.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Inhalte

play symbol Course Overview: ITIL® Foundation
02:04
play symbol Introduction to Service Management
23:32
play symbol Service Management Definitions
34:10
lecture locked Roles and the Service Lifecycle
26:24
lecture locked Strategy in the Lifecycle – Service Strategy (SS)
29:02
lecture locked Processes – Service Strategy (SS)
24:21
lecture locked Concepts – Service Design (SD)
17:48
lecture locked 5 Aspects of Service Design – Service Design (SD)
27:01
lecture locked Design Coordination & Service Catalogue Management – Service Design (SD)
14:23
lecture locked Service Level Management I – Service Design (SD)
19:53
lecture locked Service Level Management II – Service Design (SD)
23:07
lecture locked Capacity Management – Service Design (SD)
13:57
lecture locked Availability Management – Service Design (SD)
17:16
lecture locked IT Service Continuity Management – Service Design (SD)
24:27
lecture locked Information Security Management & Supplier Management – Service Design (SD)
24:56
lecture locked Service Transition in the Lifecycle – Service Transition (ST)
16:42
lecture locked Change Management I – Service Transition (ST)
24:59
lecture locked Change Management II – Service Transition (ST)
18:14
lecture locked Service Asset and Configuration Management & Service Knowledge Management – Service Transition (ST)
34:47
lecture locked Release & Deployment Management – Service Transition (ST)
13:25
lecture locked Incident Management – Service Operation
32:28
lecture locked Problem Management – Service Operation
27:01
lecture locked Request Fulfilment – Service Operation
17:14
lecture locked Service Desk – Service Operation
23:04
lecture locked Technical, Applications, Operations Management – Service Operation
18:00
lecture locked Continual Service Improvement (CSI) I
21:38
lecture locked Continual Service Improvement (CSI) II
09:02
lecture locked Competence & Training – ITIL® Foundation
08:40
lecture locked Exam Questions & Training – Part A
00:20
lecture locked Exam Questions & Training – Part B
00:20
Quiz zum Kurs „ITIL® Foundation (2011)“

Details

  • Enthaltene Vorträge: 30
  • Laufzeit: 9:48 h
  • Enthaltene Quizfragen: 142
  • Enthaltene Lernmaterialien: 31


Dozenten des Kurses ITIL® Foundation (2011)

 Helen Morris

Helen Morris

Helen Morris, the owner of Henry Gale Associates Ltd. and co-director of Helix Service Management Service Ltd., is an experienced consultant and trainer, with over 20 years of experience in service management, including operational management of service desks, technical support teams, and service level management. She provides quality training and consultancy worldwide, which has helped a number of organizations in both the public and the private sector to achieve best practice implementations. Helen Morris also leads programs to achieve significant improvements in customer satisfaction and service quality. Many of her assignments involve an initial assessment against best practice, recommendations for improvement, and target setting.

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