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ITIL® Foundation (2011) with Exam

Von Helen Morris, PEOPLECERT Examination Institute

(1)

Information Technology Infrastructure Library, also known as ITIL®, is the most widely recognized best practice approach to IT service management worldwide, aligning IT services with your business needs. ITIL® is used by organizations around the world that want to improve their activity in the field of customer-focused service.

Today, ITIL® is more important than ever, especially when it comes to the cooperation between the private and public sector. The method is adaptable to any business requirements, and is widely supported by a broad range of publications, and consultancies, software tools.

Aside from being the best introduction to the ITIL® framework, this course is the ideal tool for everyone who wants to improve their career chances by obtaining a worldwide recognized IT-certification. The comprehensive lectures included here address the description and definition of service management, and provide a detailed look into the service lifecycle, and how this is used by IT to offer services to businesses.

Upon completion of this course you will know how to:

Support your business to meet IT requirements
Lead your business to higher quality and lower costs in IT provision
Introduce a consistent way of working to improve efficiency and cost effectiveness

Helen Morris is an experienced consultant and trainer, and has over 20 years of experience in service management. She provides quality training and consultancy worldwide, and has helped a great number of organizations to achieve best practice performances.

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

Dozenten des Kurses ITIL® Foundation (2011) with Exam

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.

PEOPLECERT Examination Institute

Als offizielles Examination Insitute von Axelos führt PEOPLECERT Prüfungen in über 140 Ländern durch. Das Unternehmen bietet alle Prüfungen, die im Rahmen des Global Best Practice Portfolios angeboten werden.

Die Prüfungen können dabei in allen möglichen Formaten abgelegt werden und sind in verschiedenen Sprachen verfügbar. Somit können Prüflinge jederzeit und überall die gewünschte Prüfung durchführen.

Course Overview: ITIL® Foundation	02:04
Introduction to Service Management	23:32
Service Management Definitions	34:10
Roles and the Service Lifecycle	26:24
Strategy in the Lifecycle – Service Strategy (SS)	29:02
Processes – Service Strategy (SS)	24:21
Concepts – Service Design (SD)	17:48
5 Aspects of Service Design – Service Design (SD)	27:01
Design Coordination & Service Catalogue Management – Service Design (SD)	14:23
Service Level Management I – Service Design (SD)	19:53
Service Level Management II – Service Design (SD)	23:07
Capacity Management – Service Design (SD)	13:57
Availability Management – Service Design (SD)	17:15
IT Service Continuity Management – Service Design (SD)	24:27
Information Security Management & Supplier Management – Service Design (SD)	24:56
Service Transition in the Lifecycle – Service Transition (ST)	16:42
Change Management I – Service Transition (ST)	24:59
Change Management II – Service Transition (ST)	18:14
Service Asset and Configuration Management & Service Knowledge Management – Service Transition (ST)	34:37
Release & Deployment Management – Service Transition (ST)	13:25
Incident Management – Service Operation	32:28
Problem Management – Service Operation	27:01
Request Fulfilment – Service Operation	17:11
Service Desk – Service Operation	23:04
Technical, Applications, Operations Management – Service Operation	18:00
Continual Service Improvement (CSI) I	21:38
Continual Service Improvement (CSI) II	09:02
Competence & Training – ITIL® Foundation	08:40
Exam Questions & Training – Part A	00:20
Exam Questions & Training – Part B	00:20
Exam Voucher ITIL® Foundation	02:54

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ITIL® Foundation (2011) with Exam

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Dozenten des Kurses ITIL® Foundation (2011) with Exam

Helen Morris

PEOPLECERT Examination Institute

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