ITIL V3 & ITIL 4 Certifications

If you are ready to start your ITIL® Certification, then you have come to the right place. This ITIL Foundation course is Accredited by AXELOS and PEOPLECERT.

This course is perfect for people seeking ITIL® Foundation certification and for individuals who are looking to understand the ITIL Framework. In this course you will learn with ITIL Expert Dr. Suzanne Van Hove. Suzanne introduces you to the lifecycle of managing IT services.  This course explores the core concepts and key principles of the Service Lifecycle.  The service provider strategy and improvement cycles are also discussed.  Real life application examples illustrate the various concepts.

Everything you need to successfully complete the ITIL Foundations exam is provided in this course.  When you take this course you will receive a  Training Success Plan to guide, a set of course materials, an exercise guide, sample exams, a course syllabus, and 1 year access to the course and the instructor to learn and ask questions. Successful Foundations Certification also prepares you to move into the ITIL intermediate level training courses.

Module 00: Course Introduction: ITIL® 2011: Foundation

Module 01: Exam Tips

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

Module 02: Introduction to the Service Lifecycle

• What is ITIL®?
• ITIL Logistics
• The Service Lifecycle
• Lifecycle Phases

Module 03: Service Management as a Practice

• Where is IT now?
• What is a service?
• What is Service Management?
• All about Value

Module 04: Service Management as a Practice Part 2

• Key Elements
  • 4 Ps of Service Design
  • ITSM Roles
  • Governance
• Supporting ITSM Frameworks
• ISO/IEC 20000

Module 05: Key Principles, Models and Concepts Part 1

• What is a process?
• Process Characteristics
• Functions

Module 06: Key Principles, Models and Concepts Part 2

• ITSM Roles
  • Process Owner
  • Process Manager
  • Process Practitioner
  • Service Owner
• RACI diagrams

Module 07: Key Principles, Models and Concepts Part 3

• Risk
• Business Case
• Communication
• Service Portfolio Components
  • Pipeline
  • Catalog
  • Retired Services
• Prioritization

Module 08: Lifecycle Phases Part 1

• Service Strategy (SS)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Value Creation
  • Value to the Business

Module 09: Lifecycle Phases Part 2

• Service Design (SD)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Five Aspects of Service Design
  • Service Design Package (SDP)
  • Value to the Business

Module 10: Lifecycle Phases Part 3

• Service Transition (ST)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Service Knowledge Management System (SKMS)
  • Value to the Business

Module 11: Lifecycle Phases Part 4

• Service Operation (SO)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Value to the Business

Module 12: Lifecycle Phases Part 5

• Continual Service Improvement (CSI)
  • Overview (Purpose, Processes, Scope, Key Concepts)
  • Measures and Metrics
  • CSI Register
  • Improvement Models
  • Value to the Business
• How the phases fit together

Module 13: Lifecycle Processes Part 1

• What you need to know from Service Strategy
• Service Portfolio Management (SPM)
  • Portfolio, Pipeline, Catalog, Retired Services
• Financial Management (FM)
• Budgeting, Accounting and Charging
• Relationship to SLM
• Business Relationship Management (BRM)

Module 14: Lifecycle Processes Part 2

• What you need to know from Service Design
• Design Coordination (DC)
• Service Catalog Management (SCatM)
  • 2- and 3-view Catalog

Module 15: Lifecycle Processes Part 3

• Service Level Management (SLM)
• Purpose, Objective, Scope, Value to the Business
• Key Concepts, Process Activities
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)
  • Relationship to BRM
• Interfaces

Module 16: Lifecycle Processes Part 4

• Availability Management (AM)
  • AARMSS, AMIS, Availability Plan
• Capacity Management (CapM)
• Business Capacity Management, Service Capacity Management, Component Capacity Management
• CMIS, Capacity Plan

Module 17: Lifecycle Processes Part 5

• IT Service Continuity Management (ITSCM)
  • Business Impact Analysis (BIA)
• Information Security Management (ISM)
• Confidentiality, Integrity, Availability (CIA)
• ISMS, SMIS
• Supplier and Contract Management Information System (SCMIS)
• Supplier Categorization
• Supplier Management

Module 18: Lifecycle Processes Part 6

• What you need to know from Service Transition
• Transition Planning and Support (TPS)
• Service Asset and Configuration Management (SACM)
  • Configuration Management System (CMS)
  • Definitive Media Library (DML)

Module 19: Lifecycle Processes Part 7

• Change Management (ChM)
• Purpose, Objective, Scope, Value to the Business
• Key Concepts, Process Activities
  • Types of Change
  • Request for Change (RFC)
  • Change Advisory Board (CAB)
• Interfaces

Module 20: Lifecycle Processes Part 8

• Release and Deployment Management (RDM)
  • Phases of a Release
• Knowledge Management (KM)
• SKMS

Module 21: Lifecycle Processes Part 9

• What you need to know from Service Operation
• Event Management (EM)
  • Types of events
• Request Fulfillment (RF)
• Standard Changes
• Rights Management
• Access Management (AccM)

Module 22: Lifecycle Processes Part 10

• Incident Management (IM)
• Purpose, Objective, Scope, Value to the Business
• Key Concepts, Process Activities
  • Definitions, Timescales, Major Incidents, Status Tracking
  • Relationship to Problem Management
  • Incident Models
• Interfaces

Module 23: Lifecycle Processes Part 11

• Problem Management (PM)
• Purpose, Objective, Scope, Value to the Business
• Key Concepts, Process Activities
  • Definitions, Timescales, Major Problems
  • Relationship to Incident Management
  • Problem Models
• Interfaces

Module 24: Lifecycle Processes Part 12

• What you need to know from CSI
• 7-Step Improvement Process (7S)
  • The Steps
  • Relationship to other Improvement Models

Module 25: Service Management Functions Part 1

• Overview of the Functions
• Service Desk
  • Purpose
  • Organizational Structures

Module 26: Service Management Functions Part 2

• Technical Management
  • Role & Objectives
• IT Operational Management
• IT Operational Control
• Facilities Management
• Role and Objectives
• Application Management
• Relationship to Application Development

None

The ITIL Practitioner Certification was designed to help IT Service Management Professionals learn how to adopt and adapt ITIL into their organization.  The certification requires candidates to hold an ITIL Foundation certificate and it is strongly advised that candidates have worked in the field of IT Service Management for at least one to two years.  

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

The ITIL Practitioner uses the Continual Service Improvement (CSI) approach as the way to structure your improvement initiatives and it covers three key areas that are critical for your improvement initiatives to be successful.  These include:

• Organizational Change Management
• Communication
• Measurement and Metrics

There are 9 Guiding Principles in ITIL Practitioner including:

• Focus on value
• Design for experience
• Start where you are
• Work holistically
• Progress Interactively
• Observe directly
• Be transparent
• Collaborate
• Keep it simple

Module 00: Course Introduction: ITIL® 2011: Practitioner

• The Nature of the Class
  • Lecture to Exercise Ratio
• Available Resources

Module 01: Exam Tips

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

Module 02: Introduction

• Read Chapter 1 of ITIL® Practitioner Guidance
• Key Terms:
  • Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
  • Effective; Efficient; VOCR; Service Management
• Exercise 1: CruiseAlong Cars: The Enterprise
• Exercise 2: CruiseAlong Cars Services
• Exercise 3: CruiseAlong Cars Current Issues

Module 03: Solutions to Exercises 1-3

• One Possible Solution to:
  • Relationship Diagram & Stakeholder Analysis
  • Service Map
  • Current Issues
• Be Sure to Download the Practitioner Exercise Solutions

Module 04: Guiding Principles

• Read Chapter 2 of ITIL® Practitioner Guidance
• The Nine Guiding Principles
  • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
• Exercise 4: CruiseAlong Cars: Addressing the Issues

Module 05: Solutions to Exercise 4

• One Possible Solution to:
  • Addressing the Issues and the Application of the Guiding Principles
• Be Sure to Download the Practitioner Exercise Solutions

Module 06: The CSI Approach

• Read Chapter 3 of ITIL® Practitioner Guidance
• The CSI Approach and its Outputs
  • What is the vision?
  • Where are we now?
  • Where do we want to be?
  • How do we get there?
  • Did we get there?
  • How do we keep the momentum going?
• The Resources
• Exercise 5: CruiseAlong Cars: Initial Improvements

Module 07: Solutions to Exercise 5

• One Possible Solution to:
  • Initial Improvements Using the CSI Approach
• Be Sure to Download the Practitioner Exercise Solutions

Module 08: Metrics & Measurements

• Read Chapter 4 of ITIL® Practitioner Guidance
• Key concepts
• Purpose of Metrics
• Creating Business-relevant metrics
• Stakeholder needs
• Exercise 6: CruiseAlong Cars: CSFs/KPIs

Module 09: Solutions to Exercise 6

• One Possible Solution to:
  • CSF/KPI development
• Be Sure to Download the Practitioner Exercise Solutions

Module 10: Communication

• Communication Benefits
• Best Practice Communication Principles
• Communication Plan
• Exercise 7: CruiseAlong Cars: Communication Needs

Module 11: Solutions to Exercise 7 

• One Possible Solution to:
  • Defining Critical Communication Points
• Be Sure to Download the Practitioner Exercise Solutions

Module 12: Organizational Change Management

• Managing Stakeholders
• IT Stakeholders
• Human Response to Change
• Exercise 8: CruiseAlong Cars: Managing Resistance to Change

Module 13: Solutions to Exercise 8

• One Possible Solution to:
  • Applying Techniques to Manage Resistance to Change
• Be Sure to Download the Practitioner Exercise Solutions

It is highly recommended that students have completed the ITIL Foundation certificate (ITIl 4, V3 2011 or 2007 version or the v2 Certificate with the Foundation Bridge)

While not an official prerequisite, we strongly recommend the candidate have 1-2 years of practical experience and/or one or more ITIL Intermediate certificates. The reason is this: there is an assumed contextual understanding of Service Management – beyond the Foundation level—in the course. There is a strong element of ‘doing’ in this course (80% of the course time is in practical exercises); applying the discussed concepts as well as personal knowledge of Service Management to address the exercise (and exam) requirements. Without that personal history, we find most participants will need to spend additional time with the course concepts to be successful.

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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Service Strategy, then this course is a great place to start.

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

ITIL® Foundations training is recommended prior to learning about Service Strategy.  It is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy publication.

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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

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

ITIL® Foundations is recommended prior to learning abount Service Transition.  Getting the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition publication is highly recommended.

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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Service Design, then this course is a great place to start.

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

ITIL® Foundations training recommended prior to taking the Service Design class.  It is also strongly recommended that students read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publications.

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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

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

ITIL® Foundations training is recommended prior to taking this course.  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.

In this 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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

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

It is strongly recommended that students have taken the ITIL Foundation course and that they read the ITIL Continual Service Improvement publication.  It is also very helpful if candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Service Offerings & Agreements, then this course is a great place to start.

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

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.

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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

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

ITIL® Foundation training is recommended prior to taking this course. It is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication.

In this ITIL Release, Control & 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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

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 

Knowledge of ITIL® Foundations is highly recommended prior to learning about Release, Control & Validation. It is strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition and ITIL Service Operation publications.

In this Operational Support and Analysis (OSA) course 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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Operational Support and Analysis, then this course is a great place to start.

The ITIL Operational Support and Analysis course helps individuals 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

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

ITIL® Foundations training is recommended prior to taking this course. Before attending training it is also strongly recommended that students read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.

This course brings together the full meaning of a Lifecycle approach to Service Management. The focus is on the strategy, planning, and measuring ITIL® practices. Understanding and interacting with the lifecycle phase/process/function interactions and interdependencies are crucial to the successful completion of MALC. It is also expected the candidate can apply the high-level concepts of project management and application design, though these concepts are not directly taught during this course.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

It is highly recommended that students have and study the five core Lifecycle books.

Module 00: ITIL®2011: Managing Across the Lifecycle - Course Introduction

Module 01: Service Management and Value

• Student perceptions/definitions of Service Management
• In-depth look at value and value concepts

Module 02: Service Management Components and Roles

• Processes & Functions
• Managing process activities via RACI

Module 03: Key Risk and Knowledge Concepts

• Risk Frameworks
• Measuring, Mitigating and Reporting Risk
• Knowledge management practices to follow, deploy

Module 04: Exercise: MALC Case Study Analysis

• Analyzing the MALC Case Study (v1.1)
• Key Elements

Module 05: Implement, Assess, Improve Service Management

• Add Service Strategy to your Service Management activities
• Strategic Assessments (SWOT)
• Strategic Assessment Steps

Module 06: Assessment Frameworks

• Discussion of several Assessment frameworks:
  • ITIL® maturity assessments
  • ISO/IEC 20000
  • COBIT
  • Six Sigma
  • CMMI
  •  Gap Analysis
  • Benchmarking
• Compare/contrast the various models
• Deming Cycle

Module 07: 7-Step Improvement Process

• The 7 steps
• Justifying improvements with a Business Case

Module 08: Justifying Improvements Financially

• ROI: Pre- and Post-Program
• Screening and Preference Decisions
• CSI & ROI

Module 09: Managing Organizational Change

• Impact of improvements
• Organizational Change via Kotter and others
• Plan/implement Service Management Technologies

Module 10: Exercise: Develop Assessment Criteria

• Assignment of Develop Assessment Criteria
• MALC Sample Exam Questions

Module 11: Exercise Review:  MALC Sample Exam Questions

• Sample Paper 1: Question 1
• Sample Paper 2: Question 6

Module 12: Measurements: Metrics

• Measuring Business Value
• Metrics…in Review
• Service Measurement Models
• Designing Measurement Systems

Module 13: Measurements: Monitor, Control & Report

• Monitor & Control Systems (Monitoring Loops)
• Types of Reporting based on Monitoring
• Ties to Event Management

Module 14: Exercise: Applying Assessment Criteria

• Review of Developing Assessment Criteria
• Assignment of Applying Assessment Criteria

Module 15: Integration: Strategic Benefits

• Ensuring strategic benefits
• Building Strategic Benefits into other processes/phases

Module 16: Integration: Lifecycle and Phase Inputs & Outputs

• Generic Lifecycle  inputs/outputs
• Specific inputs/outputs per lifecycle phase
• Handout: Inputs/Outputs v1

Module 17: Integration: Value to the Business Part 1

• Service Management Processes Demonstrating Value
• Value to the Business – Service Strategy & Service Design

Module 18: Integration: Value to the Business Part 2

• Service Management Processes Demonstrating Value
• Value to the Business – Service Transition, Service Operation & CSI

Module 19: Integration: Process Interfaces

• Interfaces between all Service Management processes
• Handout: Process Interface Diagram v1

Module 20: Exercise: Internet Banking Risks

• Review of Applying Assessment Criteria
• Assignment of Internet Banking Risks
• Exercise Sample Exam Questions

Module 21: Exercise Review:  MALC Sample Exam Questions

• Sample Paper 1: Question 6
• Sample Paper 2: Question 8

Module 22: Managing Services: Requirements & Cross-Lifecycle Support

• Managing requirements
• The SDP
• Cross-lifecycle, cross-support
• Improvements
• Handout: Customer & Users Measuring Satisfaction v1
• Handout: Satisfaction Survey Types v1

Module 23: Managing Services: Challenges, Risks, CSFs Part 1

• Challenges and Risks for SS, SD, ST
• CSFs for SS, SD, ST

Module 24: Managing Services: Challenges, Risks, CSFs Part 2

• Challenges, Risks and CSFs for SS, SD, ST
• What is your Top 10 list of challenges, risks, CSFs?

Module 25: Exercise: Where’s the value?

• Review of Internet Banking Risks
• Assignment of “Where’s the value?”
• MALC Sample Exam Questions

Module 26: Exercise Review:  MALC Sample Exam Questions

• Sample Paper 1: Question 3
• Sample Paper 2: Question 2

Module 27: Governance

• What is governance? How is it defined? ISO/IEC 38500
• Where IT (or business) governance is managed – the ISG
• Management Systems
• Sourcing and Change Governance

Module 28: Organizational Structures

• Centralized vs. Decentralized Spectrum
• Organizational Development
• Organization Structures

Module 29: Organizing Service Management

• Organizing the Lifecycle phases – Considerations
• Competencies of Staff
• Service Provider Types
• Organizing Service Delivery
• Handout: Advantages/Disadvantages of Sourcing Structures v1

Module 30: Exercise: “We’ve been outsourced!”

• Review of “Where’s the value?”
• Assignment of “We’ve been outsourced!”

Module 31: Stakeholder Management

• Service Management Stakeholders
• BRM: Managing Stakeholders
• BRM Lifecycle Activities & Roles

Module 31: Communication

• Communication through the Lifecycle Phases

Module 33: Exercise: Communicating Change

• Review of “We’ve been outsourced!”
• Assignment of Communicating Change
• MALC Sample Exam Questions

Module 34: Exercise Review:  MALC Sample Exam Questions

• Review of Communicating Change
• Sample Paper 1: Question 2
• Sample Paper 2: Question

It is highly recommended that students have taken ITIL Foundation and either the ITIL V3 Lifecycle courses or the ITIL V3 Capability prior to taking the ITIL V3 Managing Across the Lifecycle class.

The ITIL 4 Executive Review course is designed for everyone with a background in ITIL V3 that wants to come up to speed on ITIL 4.  The ITIL 4 Executive Review course provides a comprehensive overview of the changes between ITIL V3 and ITIL 4.  

Please note that this course is specifically designed for individuals would like to understand the differences between ITIL V3 and ITIL 4.  If you have studied and passed the ITIL V3 Foundation Exam this is the perfect way to understand the new features of ITIL 4. 

This package comes with an exam voucher for the ITIL 4 Foundation exam and the full ITIL 4 Foundation course.

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 Experts Dr. Suzanne Van Hove and Doug Tedder.  Here is an overview of their accomplishments:

• 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 Convener 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 20,000 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.
• Doug has nearly 20 years' experience in IT Service Management
• Doug was named by HDI as one of the 2018 Top ITSM 25 Thought Leaders 
• He is a contributing author of the VeriSM and co-author of the VeriSM Pocket Guide
• Doug was names an "IT Industry Legend" in 2016 by Cherwell Software
• Doug provides IT Service Management consulting for major corporations and institutions globally

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 
• 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

This Course Comes With:

• Instructor Video Lectures
• Course Materials
• Course Examples & Exercises
• Sample Exams
• Course Transcript
• Certificate of Completion

Module 00:  Course Introduction: ITIL® 4 Foundation 

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

Module 01:  ITIL 4 – Big Picture

• Reading Assignment
• Introduction to the Key Elements of ITIL 4:
  • Service Value System (SVS)
  • Four Dimensions Model

Module 02: Key Definitions

• Reading Assignment
• Key Concepts and Definitions
  • Customer, User, Sponsor, Service Consumption
  • Organization, Service, Service Management, Product, Service Provision, Service Offering, Service Relationship Management
  • Value, Value Co-Creation, Utility, Warranty, Cost, Output, Outcome, Risk

Module 03: The Dimensions of Service Management

• Reading Assignment
• The Four Dimensions Model
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes

Module 04: ITIL’s Service Value System (SVS) 

• Reading Assignment
• Purpose of the SVS
• SVS Components
  • Opportunity/Demand, Value, Guiding Principles, Continual Improvement, Governance, Practices, Service Value Chain

Module 05: ITIL’s Service Value Chain

• Reading Assignment
• Introduction to the Service Value Chain, a Key Element of the SVS
• Six (6) Elements of the Service Value Chain
  • Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
• Service Value Streams

• This course looks at the differences between ITIL V3 and ITIL 4.  Having a background in ITIL V3 is helpful.
• If you are new to ITIL or IT Service Management you will need to attend the full ITIL 4 Foundation course.

Why GogoTraining's ITIL 4 Foundation Course is the Best!

GogoTraining's Accredited ITIL 4 Foundation course is delivered by Dr. Suzanne Van Hove.  Dr. Van Hove is recognized by multiple leaders in the industry as a true IT Service Management thought leader and students think she is the best.  Suzanne's courses bring tough concepts to life so you can understand and apply them when you take your certification exam and in real life.  And Suzanne is available while you train to answer your questions.

When you purchase the ITIL 4 Foundation 1-Year Course & Exam Package for $795 you receive the following exclusive features:

• 1 Year Course Access -
• Free Course Extensions 
• Course Instructor Available to Answer Questions
• 4.5 Hours of Video Lessons
• 17 Quizzes - Test your Knowledge as you Learn
• 2 AXELOS Official Sample Exams 
• 1 PeopleCert Exam Voucher
• 1 PeopleCert Exam Retake (Take2)
• Official AXELOS eBook (Digital Copy)
• PeopleCert Course Support Materials
• Flexible Online Course Access so you can Train Anytime

In this course you will:

• Learn key IT service management concepts
• Understand the ITIL 4 service management framework
• Embrace new concepts like the Service Value System (SVS) and the Service Value Chain (SVC)
• Understand ITIL's 7 Guiding Principles
• Get an introduction to ITIL 4's Management Practices

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

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.

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.

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.

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 & Key Elements of ITIL 4

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

Module 03: ITIL 4 Key Concepts

• 15 Terms
• Practical Application
• Axel Car Hire

Module 04: Service - Definition & Keys Features

• 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: Key Features of 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: Introduction to ITIL’s Service Value System (SVS) 
The Objectives
The Purpose
Overview

Module 15: Service Value System 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: Service Value Chain – Plan

• The Purpose
• What’s Included

Module 18: Service Value Chain – Improve

• The Purpose
• What’s Included

Module 19: Service Value Chain – Engage

• The Purpose
• What’s Included

Module 20: Service Value Chain – Design & Transition

Module 21: Service Value Chain – 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: Service Management Practices - Change Control

• The Definition
• The Importance of Change Enablement
• Emergency Change

Module 34: Service Management Practices - Incident Management

• The Definition
• The Purpose
• The Process

Module 35: Service Management Practices - Problem Management

• The Purpose
• The Definition
• Phases

Module 36: Service Management Practices - Service Requests Management

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

Module 37:  Service Management Practices - 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 Service Level Management

• 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
   

There are no prerequisites to take the ITIL 4 Foundation Course.

The ITIL 4 Managing Professional Transition (Bridge) Course was created by AXELOS to reward individuals with ITIL V3 advanced certifications by enabling them to skip the four (4) courses in the Managing Professional Series of courses and receive the coveted ITIL 4 Managing Professional designation.

Who Can Take This Course?

You may take this course if you hold any of the below credentials which allows you to advance your career with 1 course and exam and save over $4,000 in ITIL 4 course and exam fees:

• ITIL V3 Experts
• Individuals with 17 or more ITIL V3 credits
• Individuals with 15 or more ITIL V3 Intermediate Credits and ITIL 4 Foundation Certification

Who Will Be Teaching This Course?

We are very excited to announce that Dr. Suzanne Van Hove and Doug Tedder will be your course instructors.   Suzanne and Doug bring years of hands-on practical experience with them that they will share with you in the course.  They bring the learning experience to life online through lectures, stories and learning assessments.

What Does This Course Cover?

The ITIL 4 Managing Professional Transition course provides an understanding of the new ITIL 4 Foundation concepts and definitions including the key differences between previous ITIL versions and ITIL 4.  It is made up of 4 modules:

• Create, Deliver and Support - How to integrate value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.
• Drive Stakeholder Vlaue - How to understand and facilitate all types of engagement and interactions between service providers and their customers, users, suppliers and partners.
• HIgh Velocity IT - How to work with digital organization and digital operating models in high velocity environments
• Direct, Plan and Improve - How to create an IT organizations focused on learning and improving with a strong and effective strategic direction.

What Do You Need to Know Before Taking This Course?

The instructors would like you to have a solid understanding of the ITIL 4 Foundation information so to make sure you are all set you will receive the ITIL 4 Foundation training module when you take this course.  This will make sure you have a solid understanding of the management of modern IT-enabled services and to provide a complete understanding of the ITIL 4 key concepts. 

What Will you Learn When You Take This Course?

In this course students will learn how to practically apply new concepts and receive a solid understanding of each of the 4 modules including:

• Review the key concepts of service management
• Understand the four dimensions of service management
• Comprehend the purpose and components of the ITIL service value system
• Understand the activities and interconnectivity of the service value chain
• Learn to plan and build a service value stream that creates, delivers and supports services
• Review how relevant ITIL practices contribute to the create, delivery and support across the SVS and value streams
• Learn how to create, deliver and support services
• Understand how customer journeys are designed and how to foster stakeholder relationships
• Know how to shape demand, define service offerings, and onboard and off board customers and users
• Understand how to engage with others to ensure continual value co-creation and how to realize and validate service value
• Delve into the concepts of the high-velocity nature of the digital enterprise and its demands
• Gain an understanding of digital product lifecycles and how it integrates into the ITIL operating model
• Create a solid base on the importance of the ITIL Guiding Principles and concepts to deliver high velocity IT
• Know how to use the key principles and methods of direction and planning to properly as they relate to the scope of the project
• Understand the role of GRC and how to integrate the principles and methods into the Service Value System
• Facilitate Communication and Organizational Change Management

Is GogoTraining An Accredited AXELOS and PeopleCert Training Provider"

YES - GogoTraining is an AXELOS partner and an PeopleCert Accredited ITIL Training Organizations (ATO).  When this course is released it will have received the PeopleCert stamp of approval and be classified as an Accredited ITIL course.  One that qualifies you to sit for the Managing Professional Exam. 

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

• Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
• Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
• Active Full-Time/Broadband internet connection of at least 4Mbps
• 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
• Speakers and microphone (the use of headsets is only allowed during onboarding)
• Keyboard and mouse or another pointing device
• A single web camera (embedded or external) you can rotate

For complete details, Click Here.

Have Questions?

If you have any questions on this course or the certification Contact Us by calling 877.546.4446 or by email at [email protected].  We look forward to having you train with Dr. Van Hove and Doug Tedder.

Module 00: Course Introduction: ITIL® 4 Managing Professional Transition

• Agenda & Introductions
• Overview of the Transition Certification
• Transition Exam Details
• Materials to Support the Class

Module 01: Foundation

• Introduction

Module 02: Foundation: Key Definitions

• Key Definitions
• Service Offering
• Service Relationship Management
• Service Provision
• Service Consumption

Module 03: Foundation: Dimensions of Service Management

• Dimensions of Service Management
• Organizations & People
• Information & Technology
• Partners & Suppliers
• Value Streams & Processes

Module 04: Foundation: Service Value System (SVS)

• Service Value System (SVS)

Module 05: Foundation: Service Value Chain (SVC)

• Service Value Chain (SVC)

Module 06: Foundation: Guiding Principles

• Focus on Value
• Start Where You Are
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep it Simple and Practical
• Optimize and Automate

Module 07: Foundation Summary

• Foundation Summary
• Foundation Sample Questions
• Foundation Exercise: ITIL4 MPT – Foundation Review v1

Module 08: Direct, Plan & Improve

• Scope and Strategic Planning
• Cascading Objectives

Module 09: Direct, Plan & Improve: Policies, Controls and Guidelines

• Policies, Controls and Guidelines
• Compliance and Decision-Making Authorities

Module 10: DPI: Governance, Risk and Compliance

• Risk Management and Governance
• Governance and DPI

Module 11: DPI: Organizational Change Management

• Organizational Change Management (OCM)
• Impact of OCM and DPI
• Managing Stakeholders

Module 12: DPI: Effective Communication

• All About Communication
• Feedback Channels

Module 13: DPI Summary 

• DPI Summary
• DPI Sample Exam Questions
• DPI Exercise

Module 14: Create, Deliver & Support

• Organizational Structures
• Collaboration vs. Cooperation
• Team Competencies

Module 15: CDS: Team Culture & Differences

• Team Culture & Differences

Module 16: CDS: Employee Satisfaction Management

• Employee Satisfaction
• Customer-Orientation
• Communication
• Workforce Planning

Module 17: CDS: Results-Based Measuring & Reporting

• Measuring and Reporting
• Continual Improvement

Module 18: CDS: Know How Practices Contribute

• Service Value Streams
• Designing Service Value Streams
• Value Stream Mapping
• Metrics for Value Streams

Module 19: CDS: The Value Stream for a New Service

• Value Streams for a New Service

Module 20: CDS: The Value Stream for User Support

• Value Stream for User Support

Module 21: CDS: Know How to Create, Deliver & Support

• Managing Queues and Backlogs
• Prioritizing Work
• Shift-left
• Sourcing

Module 22: CDS Summary

• CDS Summary
• CDS Sample Exam Questions
• CDS Exercise

Module 23: Drive Stakeholder Value

• Customer Journey
• Benefits

Module 24: DSV: Explore to Engage

• Mutual Readiness
• Managing Suppliers & Partners
• Service Relationship Types
• Building Service Relationships (Three C’s of Trustworthiness)
• Service Provider Capabilities and Customer Needs

Module 25: DSV: Shape, Demand and Define Service Offerings

• Design Digital Service Experiences – Lean
• Design Digital Service Experiences – Agile
• Service Design Thinking and Service Blueprinting

Module 26: DSV: Designing Digital Service Experiences

• Design for Onboarding
• Selling and Procuring

Module 27: DSV: Agree

• Onboarding and Offboarding Activities
• Relating with Users and Fostering Relationships
• User Engagement and Delivery Channels

Module 28: DSV: Onboard

• Enabling Users for Service
• Elevating Mutual Capabilities
• Offboarding

Module 29: DSV: Co-Create

• Ongoing Service Interactions
• Service Requests
• Moments of Truth & Intelligent Disobedience

Module 30: DSV: User Communities

• User Communities and User Feedback

Module 31: DSV: Realize Value

• Service Value and Value Realization
• Tracking Performance, Outputs, and Outcomes

Module 32: DSV: The Customer Journey

• Evaluate and Improve the Customer Journey
• Continual Improvement
• Charging and Billing

Module 33: DSV Summary

• DSV Summary
• DSV Sample Exam Questions
• DSV Exercise

Module 34: High Velocity IT

• HVIT Terms
• Digital Transformation

Module 35: HVIT: Objectives

• Valuable Investments
• Fast Development, Resilient Operations
• Value Co-creation; Assured Conformance

Module 36: HVIT: ITIL 4 and the Digital Product Lifecycle

• Four Dimensions
• PESTLE
• Service Value System

Module 37: HVIT: Service Value Chain

• Service Value Chain
• SVC and the Consumer 
• SVC and Value Streams
• Digital Product Lifecycle

Module 38: HVIT: Fundamental Concepts for Delivering HVIT

• Five behaviors for HVIT
• Principles, Models and Concepts
  • Purpose, People, Process
• Purpose: Ethics; Design Thinking

Module 39: HVIT: Safety Culture

• People: Safety Culture
• Progress: Complex Environments

Module 40: HVIT: Lean Culture

• Progress: Lean; Toyota Kata
• HVIT Approaches
  • Lean, Agile, Resilient, Continuous
• Service Dominant Logic

Modules 41: HVIT Summary

• HVIT Summary
• HVIT Samples Exam Questions
• HVIT Exercise

Module 42: Managing Professional Transition Summary

• Summary Recap of Foundation, DPI, CDS, DSV, HVIT
• Full Sample Exam

You may take this course if you hold any of the below credentials which allows you to advance your career with 1 course and exam and save over $4,000 in ITIL 4 course and exam fees:

• ITIL V3 Experts
• Individuals with 17 or more ITIL V3 credits
• Individuals with 15 or more ITIL V3 Intermediate Credits and ITIL 4 Foundation Certification