ITIL V3 Expert Online Training

This comprehensive online training course will help you to prepare you for your ITIL V3 Expert exam. Fully accredited by an APMG certified ITIL examination institute, the course is interactive throughout and learning is reinforced with practice examples and focused questions.

The course should take 14-16 hours to complete, and covers all the modules of the intermediate lifecycle phase integrated with the "Managing across the Lifecycle" phase.

The course contains a printable sample exam paper with full answers and explanations.

Prerequisites:

ITIL V3 Foundation Certificate

System Requirements:

Pentium II (350 MHz) or later / G3 (350MHz) or later
Windows 98 or later / Mac OS 9 or later
64MB RAM (128MB recommended)
Monitor 800x600 (1024x768 recommended)
Internet connection (broadband recommended)
Internet Explorer 6.0, Netscape 7.x, Firefox 1.x, CompuServe 7, AOL 8, Opera 7.11 or later
Browser configuration: Cookies enabled, Pop-up Blocker disabled, JavaScript enabled
Macromedia Flash Player 6.0 or later
Sound card with loudspeakers or headset

Subscription: 90 days

Table Of Contents

Module 1 Introduction and Basic Concepts:

Intro
Business and IT Integration
The past
Why do we bother with this?
Strategic Management process 1
Strategic Management process 2
Functions and processes
What are controls?
RACI Model
Measurement of Processes
Service Culture
What are services?
Value Composition
Encapsulation
Key questions Service Management
Quality Specification
Balancing in Quality
Metrics and Measurement Systems
Communication
What is Service Management?
Service Management Skills
Introduction & Structure Service LifeCycle
Summary
Questions


Module 2 Service Strategy:

Intro
Principles of Service Strategy
Service Strategy Process
Portfolio Management - Basic Concept
Demand Management - Basic Concept
Financial Management - Basic Concept


Module 3 Service Design:

Intro
Principals Service Design
Service Catalogue Management - Basic Concept
Service Level Management - Basic Concept
Supplier Management - Basic Concept
Capacity Management - Basic Concept
Availability Management - Basic Concept
IT-Continuity Management - Basic Concept
Information Security Management - Basic Concept
Service Management Tools


Module 4 Service Transition:

Intro
Principles of Service Transition
Transition Planning and Support - Basic Concept
Change Management - Basic Concept
Service Asset & Configuration Management
Release and Deployment Management Basic
Service Validation and Testing - Basic Concept
Evaluation
Service Knowledge Management - Basic Concept


Module 5 Service Operation:

Intro
Principles of Service Operation
Event Management - Basic Concept
Incident Management - Basic Concept
Request Fulfillment - Basic Concept
Problem Management - Basic Concept
Access Management - Basic Concept
Common Service Operation Activation


Module 6 Continual Service Improvement:

Intro
Principles Continual Service Improvement
Risk View
Risk Management
Governance in ITSM
What is ITIL?
For whom is ITIL?
ITIL Certification
Glenfis Training
Framework COBIT
Models like CMMI
Standards
Why Standards in the IT
ITIL & ISO 20000
We walk the talk
ISO/IEC 27001
ISO 20000 Training
Quality Systems
Summary
IT Service Management Forum
Service Reporting - Basic Concept
Questions
Summary