IT Infrastructure Library Foundation Certification Training
Training for ITIL v3 Foundation and IT Service Management Certification
=N=4000 - Includes 15 Videos
Trainer: Michael J. Shannon
Running Time: 7 Hours

Thousands of organisations worldwide are already realising the vast business benefits of using ITIL best practices to deliver and support their IT services. ITIL V3 (the latest version of ITIL) Foundation covers ITIL basics and terminology and is a pre-requisite to all other ITIL V3 qualifications.

How optimized processes make IT departments run smoothly
For IT departments to run well there are processes that need to happen. In a small IT department, each person takes on many -- if not all -- of the processes and manages them individually. But in a big department, the processes need to be shared among job roles, standardized, and managed for maximum efficiency.

That's what IT Infrastructure Library (ITIL) and IT Service Management (ITSM) are all about -- managing the processes within an IT department to make the department run well and to make sure resources are available as needed. This certification and skill set are valuable to medium and large companies because it helps them get the most of their IT investment -- both in the technology and in the people.

Here are some of the benefits companies have experienced when they implemented ITIL:

- Greater uptime of critical systems and business processes
- Increased customer and client satisfaction due to increased availability of resources
- Reduced technology and personnel cost to accomplish IT-related business goals
- Easier communication due to use of a common language and framework
- Increased efficiency of processes through continuous optimization

Gaining this skill set makes you prime material for managing your entire IT department. You will know how to look at IT services and processes from the 30,000 foot view. With these skills you can optimize your organization's IT processes and ensure service and resource ability -- providing your organization cost savings and other benefits that make you worth more to the organization.

Here's what you'll learn in each of the ITIL Foundation videos:

Video 1 - "Introduction to ITIL" - In this first nugget we define the IT Infrastructure Library (ITIL) framework and identify the people who need the certification. This nugget provides an outline of the many topics that are covered as well as the key players in ITIL certification. The movie finishes up with a discussion of the ITIL Foundation certificate itself.
Video 2 - "IT Infrastructure Library" - This module gives the background of the ITIL initiative and introduces the five books of ITIL version 3. The benefits of ITIL are discussed as well as some potential pitfalls to adhering to ITIL too closely -- as opposed to using it as a set of guidelines and a framework.

Video 3 - "IT Service Management Concepts" - This nugget movie starts off by defining service management from the ITIL point of view. Next, we explore the concepts and importance of service and quality. The concepts of organization and policies are discussed concluding with a look at process management.

Video 4 - "Service Desk Support" - It's time to finally dive into the ITIL book content beginning with the ever-important service desk. We first compare the service desk with the traditional Help Desk concept. Next, we learn about the functions and activities of the service desk. We explore the several types of service desk rollouts, the service desk personnel, and the critical factors for service desk success.

Video 5 - "Incident Management" - This nugget module begins with an excellent overview of incident management followed by a discussion of the incident lifecycle. After that we find out about incident escalation as well as functional versus hierarchical escalation. Finally, we conclude this nugget movie looking at the benefits, costs, and challenges of incident management.

Video 6 - "Problem Management" - As you will discover, problems lead to incidents and we define problems in this nugget. We also compare problem management with incident management. The goals and objectives of problem management are explored as well as the problem management processes. We finish this module looking at the role of the problem manager.

Video 7 - "Change Management" - This nugget gives you change management in a nutshell along with key terminology. The actions and processes of change management are learned as well as the vital role of the change manager.

Video 8 - "Release Management" - This interesting topic covers the basics of hardware and software release management as defined by the ITIL. We discover the goals of release management along with the several types of releases. This module concludes with an exploration of the release management process.

Video 9 - "Configuration Management" - This nugget covers in great detail the concepts, the objectives, and the benefits of configuration management. We will learn about the configuration management activities and processes as well as the costs and potential problems of change management.

Video 10 - "SLA Management" - Service Level Agreements (SLA) and Service Level Management (SLM) are the glue that holds it all together. We look at key SLM terminology as well as the scope and the goals of SLM. In addition to these topics, the costs and benefits are explored as well as the SLM process itself. Finally, we learn about the role of the service level manager.

Video 11 - "IT Services Financial Management" - If water makes the grass grow then money makes the world go -- so lets make sure we understand the financial aspect of ITIL. We will explore the following aspects of IT Services Financial Management: basic concepts, types of costs, goals and objectives, processes and activities, and possible pitfalls.

Video 12 - "Capacity Management" - How much is too much? Let's learn the basic terminology and benefits of capacity management. In this nugget we explore the capacity management sub-processes and activities according to the ITIL. Finally we wrap up with capacity management activities, costs, and other related issues.

Video 13 - "Availability Management" - First this nugget covers availability management in a nutshell. Next, we crack open the nut and look at: the 3 principles of availability, basic availability concepts, availability processes and activities, and popular availability methodologies.

Video 14 - "IT Service Continuity Management" - This movie provides an overview of IT Service Continuity Management (ITSCM). Also, we will investigate the many types and categories of disasters. We learn about the 4-Phase ITSCM process as well as the potential costs and problems associated with ITSCM.

Video 15 - "IT Security Management" - This final module looks at the vital role of ITIL security management. We begin with a brief overview of concepts and terms. Next, we explore different categories of security controls. The security management process (six steps) are covered in detail as well as the relationship of security to the SLA. Finally we discuss the potential costs and possible pitfalls of security management.

Real world IT service management skills plus ITIL exam prep

The IT Infrastructure Library Foundation series gives you hands on skills for doing IT service management and using the IT Infrastructure Library set of best practices. These skills are required to move into IT management in many organizations. In addition to giving you these real-world skills, the IT Infrastructure Library Foundation series maps to exam objectives for the EXIN ITIL Foundation exam for ITIL Foundation certification, which proves to current and prospective employers that you have these valuable skills.

Prerequisites

Currently, neither the IT Infrastructure Library Foundation series nor the ITIL Foundation exam have any prerequisites. You will benefit most from this training if you have a fundamental understanding of what goes on in an IT department, including the role of IT in business. Prior to watching this series it is recommended that you have at least one year of experience working in IT.

The IT Infrastructure Library Foundation series contains:

- Introduction to ITIL
- IT Infrastructure Library
- IT Service Management Concepts
- Service Desk Support
- Incident Management
- Problem Management
- Change Management
- Release Management (free video!)
- Configuration Management
- SLA Management
- IT Services Financial Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- IT Security Management

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