All Courses | ITIL®

ITIL® Expert: Managing Across the Lifecycle (MALC) (2011 Edition)

ITIL® Expert: Managing Across the Lifecycle (MALC) (2011 Edition) Course Outline 1 – Note ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. 2 […]

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ITIL® Intermediate Lifecycle: Service Transition (2011 Edition)

ITIL® Intermediate Lifecycle: Service Transition (2011 Edition) Course Outline 1 – Course Introduction 2 – Service Transition Introduction 3 – Service Transition Principles 4 – Organizing for Service Transition 5 – Service Tranistion Technology 6 – Implementing and Improving Service Transition 7 – Transition Planning and Support Purpose and objectives Scope Value to business Policies, […]

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ITIL® Intermediate Lifecycle: Service Strategy (2011 Edition)

ITIL® Intermediate Lifecycle: Service Strategy (2011 Edition) Course Outline 1 – Course Introduction 2 – Service Strategy Introduction 3 – Service Strategy Principles Services Value Utility and Warranty Assets, Resources and Capabilities Service Providers Defining Services Strategies for Customer Satisfaction Service Economics Return on Investment Business Impact Analysis Sourcing Strategy Governance 4 – Organizing for […]

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ITIL® Intermediate Lifecycle: Service Operations (2011 Edition)

ITIL® Intermediate Lifecycle: Service Operations (2011 Edition) Course Outline 1 – Class Introduction 2 – Service Operation Introduction 3 – Service Operation Principles 4 – Operational Staff Involvement in other Service Lifecycle Stages 5 – Implementing Service Operation 6 – Service Operation Roles and Organizational Structures 7 – Service Operation Technology 8 – Service Operations […]

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ITIL® Intermediate Lifecycle: Service Design (2011 Edition)

ITIL® Intermediate Lifecycle: Service Design (2011 Edition) Course Outline 1 – Course Introduction 2 – Service Design Introduction 3 – Organizing for Service Design 4 – Service Design Principles Design Activities Five Aspects of Service Design 5 – Design Coordination Purpose and objectives Scope Value to business Policies, principles, and basic concepts Process activities, methods […]

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ITIL® Intermediate Lifecycle: Continual Service Improvement (2011 Edition)

ITIL® Intermediate Lifecycle: Continual Service Improvement (2011 Edition) Course Outline 1 – Course Introduction 2 – CSI Introduction 3 – CSI Principles 4 – CSI Process (Seven-step Improvement Process) 5 – CSI Methods and Techniques Gap Analysis Benchmarking Service Measurement Metrics Balanced Scorecard SWOT Analysis Return on Investment for CSI Service Reporting Methods and Techniques […]

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ITIL® Intermediate Capabilities: Service Offerings & Agreements (2011 Edition)

ITIL® Intermediate Capabilities: Service Offerings & Agreements (2011 Edition) Course Outline 1 – Course Introduction 1 – Note ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. […]

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ITIL® Practitioner Certification (2016 Edition)

The ITIL Practitioner certification centers on applying that foundational ITIL knowledge and processes to improving IT services and management. This course provides guidance and practice in applying your foundational knowledge.

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ITIL® Foundation 2011 Edition

Students will be introduced to basic concepts used in IT service management. Students will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

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