Summary: As businesses demand more from IT managers, organizations are looking to ITIL (IT Infrastructure Library) Service Management as the best practice approach to operational and service excellence. ITSM e...
Course Offered By:
CareerAcademy.com Inc.
140 Kendrick St. Building A Needham, Massachusetts 02494
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Financing: Financing is not available
Course Duration: Not Available
Course Type: Self Paced
Description:
As businesses demand more from IT managers, organizations are looking to ITIL (IT Infrastructure Library) Service Management as the best practice approach to operational and service excellence. ITSM employs ITIL documented best practices and in most cases extends into additional areas such as enhanced processes and implementation to provide additional value-added functionality. ITSM methods have evolved to include specific ways to enable and optimize assessment, planning, and implementation of ITIL best practices.
Package Includes:
4 Sessions featuring live instructor-led classroom sessions with full audio, video and demonstration components
Printable courseware
Exclusive LearningZone Live Mentor Click for Details Help whenever you need it! Exclusive LearningZone - Why wait for email support? Chat Live with our Certified Instructors anytime around the clock (24x7)
Focused on practical solutions to real-world development problems
Free 1 Year Upgrade Policy
Robert Brents
IT Manager, PMP, Trainer
Robert Brents - Mr. Brents is an extremely accomplished individual being a successful consultant, speaker, and trainer. He is also the author of "Shoot the Project Manager" and the forth coming "Frank Sinatra Didn't Move Pianos". Having created both rapid skills transfer for more effective instructor lead training and the 80/20 performance system that helps companies identify vital skills that produce outrageous success have made him a valuable asset to many companies. He is a member of the National Speakers Association and the American Society for Training and Development.
Mr. Brents has nearly 3 decades of experience of developing and delivering programs for businesses, educational facilities, and associations in the US, Canada, and Europe. All of his training is rooted in product experience including work as an IT Manager. Some notable project he has worked on include business process automation reengineering, online transaction process automation, a financial internet for a major university, and a business to business portal for a cellular phone company. In additional to these projects he has worked with companies such as AOL, Bank of America, and Meryl Lynch.
Course Outline
Course Introduction
Course Introduction
ITIL & ITSM
What Is ITIL? ITIL and QOS Who’s Using ITIL? Benefits of Using ITIL Benefits to the Customer and User Benefits of ITIL to IT Implementation Problems 7 Disciplines of ITIL ITIL & ITSM Overview Security Management ICT Infrastructure Management Application Management Planning to Implement Srvc Management The Business Perspective Chapter 1 Review
Goals Roles & Responsibilities Procedures Action Steps Interface with Other ITSM Practices Management Oversight Benefits Potential Consequences Chapter 3 Review
Availability Management
Goals Roles & Responsibilities Procedures Action Steps Interface with Other ITSM Disciplines Management Oversight Benefits Potential Consequences Chapter 4 Review
IT Service Continuity Management
Goals Roles & Responsibilities Procedures Action Steps Interface with Other ITSM Disciplines Management Oversight Benefits Potential Consequences Chapter 5 Review
Financial Management for IT Services
Goals Roles & Responsibilities Procedures Action Steps Interface with Other ITSM Disciplines Management Oversight Benefits Potential Consequences Chapter 6 Review
Incident Management
Service Requests Scope Service Request vs. RFC Goals Roles & Responsibilities Incident Management Process Summary Action Steps Interface with Other ITSM Processes Management Oversight Benefits Potential Consequences Chapter 7 Review
Problem Management
Relationship with Incident Management Goals Roles & Responsibilities Procedures Action Steps Interface with Other ITSM Disciplines Management Oversight Benefits Potential Consequences Chapter 8 Review
Goals Roles & Responsibilities Procedures Action Steps Interface with Other ITSM Disciplines Management Oversight Benefits Potential Consequences Chapter 10 Review
Release Management
Key Terms Goals Procedures Action Steps Interface with Other ITSM Disciplines Benefits Potential Consequences Chapter 11 Review
The Service Desk
Overview Goals Implementing SD Infrastructure Key Considerations Selecting Service Desk Structure Local Service Desk Central Service Desk Virtual Service Desk Considerations Incident Classification Incident Completion Technologies - Computerized Benefits Technologies - Customer Interaction Use of Internet Technology Responsibilities, Functions and Staffing Staffing Skill Set Service Desk Set Up Service Desk Procedures Incident Reporting and Review Key Success Factors Quick Wins Examples Potential Problems Chapter 12 Review
Course Closure
Course Closure
Course Features
Main Menu Move through hours of in-depth content - quickly and easily due to the efficient and organized structure.
PowerPoint Utilizing PowerPoint presentations enhances the delivery by displaying a variety of visual information to the user. This type of representation allows the user to better interpret the material through charts, definitions, graphs, and more...
Exclusive Learning Zone Train around the clock, around the world. Our certified online instructors are located at global support centers in the U.S., U.K., Australia, and Singapore to provide real-time answers to technology- and soft-skill-related questions 24x7. This means access to a live subject matter expert no matter where you are - day or night. This level of student/instructor interaction provides real-time training specific support and extends training beyond content and instructor-led solutions by providing flexibility to accommodate individual needs and schedules.
Controls Move forward, back, and repeat entire topics or just a section. A progress bar illuminates as you advance through exercises.
Full Motion Video All courses feature full-motion videos of instructors teaching the information as if they are speaking directly to you. Our unique delivery simulates a one-on-one classroom environment creating a more personal lesson and learning experience.
Study Guides Printable study guides for the entire course are available. This allows all material to be viewed, reviewed, and printed for viewing at a later date.
Review Exercises Each section has a review quiz to aid in the learning process by validating the comprehension of the material covered before moving on to a new section.
Resume All courses are resumed to where you left off last session allowing you to learn when it is convenient for you without the hassle of remembering where you where.
CareerAcademy.com includes Authorized Practice Exams from Microsoft Certified Practice Test Provider (MeasureUp) to fully prepare you for the certification exams. Because many companies offer training and practice tests, the Microsoft MCP program has designated MeasureUp as a certified test provider to help IT candidates select the highest quality products and services. Microsoft performs quality reviews on all Practice Test Provider, and only approved practice test vendors bear the Microsoft Certified Practice Test Provider logo.
Live Demonstrations Demonstrations are a way for the instructor to show and tell the user how to perform a task by actually doing it on screen in front of them. In this format it gives the user the power to see things done by a professional in the intended environment as many times as they would like.
Certificate of Completion Career Academy is recognized worldwide for its technology-based IT training curriculums. Upon successful completion of our program, you will be receiving a Career Academy Distance Education Certificate of Completion.
Applicable Vendor Technologies: ITIL
Associated Disciplines: Other Information Technology
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